Cancel Knowbe4: The Right Way

How to cancel KnowBe4 in south africa and claim your refund within 14 days

What KnowBe4 is and why organisations subscribe

KnowBe4 is a cloud-based security awareness platform that trains your employees and tests their resilience to phishing attacks and social engineering threats. Your organisation accesses interactive training modules, simulated phishing campaigns, and detailed reporting dashboards through a web browser or mobile app. You pay a recurring subscription fee, and billing continues each month or billing cycle until you actively cancel.

Many South African organisations use KnowBe4 to reduce security incidents and improve staff awareness of threats. If you no longer need the service, budget constraints have shifted, or you have found an alternative solution that fits better, you have clear consumer rights under South African law that protect your cancellation and refund claim. The platform operates on a subscription model, which means you must take deliberate action to stop charges; inactivity alone does not trigger cancellation.

How KnowBe4 subscription charges work

When you sign up for KnowBe4, your subscription begins on the purchase date, and billing continues on a recurring cycle (monthly or annually, depending on your agreement). Your organisation receives invoices by email, and charges are deducted from your linked payment method automatically. Stopping your use of the platform does not stop your charges, and your account remains active until you formally cancel through the correct channel. Where you purchased the service also matters: direct web purchase, Apple App Store, and Google Play each follow different cancellation and refund pathways.

Why you should cancel sooner rather than later

You might choose to cancel because your security training needs have changed, budget priorities have shifted, staff numbers have reduced, or you have selected a competing platform. Whatever your reason, the first 14 days of your subscription give you the strongest legal position to claim a refund without dispute. Acting quickly protects your cash flow and ensures you capture this cooling-off window, which is your statutory right under South African consumer law.

Your legal rights as a south african consumer

South Africa's Consumer Protection Act section 16 grants you specific protections when you buy digital services online, and KnowBe4 subscriptions fall directly within those rules.

The 14-day cancellation and refund window

You have a legal right to cancel a KnowBe4 web-direct subscription within 14 calendar days of purchase and request a full refund for any unused service. This cooling-off period is designed to protect you while you evaluate whether the service meets your organisation's needs. The 14-day countdown begins on your purchase date, not when you first log in or deploy training. You must submit your cancellation request in writing (by email) to KnowBe4 support to trigger your refund protection; verbal notification or simply ceasing use does not legally cancel your subscription.

Your legal position: KnowBe4 cannot refuse a refund within this 14-day window unless you have materially accessed or consumed the full service. If the company does refuse, you can escalate your complaint to the Consumer Goods and Services Ombud South Africa (CGSO), who investigates disputes at no cost to you.

Your rights after the 14-day window closes

Once 14 days have passed, KnowBe4's standard terms permit them to charge you for the full subscription period. No refund is due after this point unless you can prove the company breached its contract, charged you incorrectly, or used misleading advertising to sell you the service. However, the National Credit Regulator may intervene if you identify unfair contract terms, hidden fees, or deceptive sales practices.

Keep every email, invoice, payment confirmation, and screenshot of your account as evidence. If a dispute arises after day 14, this documentation allows you to lodge a formal complaint with the CGSO or the National Credit Regulator and strengthens your case.

Cancellation methods: where you bought KnowBe4 matters

The way you purchased KnowBe4 determines which cancellation process you follow and who handles your refund request.

Direct web subscription cancellation

If you bought KnowBe4 directly through the company's website, you contact KnowBe4 support by email to cancel. This method has the clearest 14-day refund guarantee and the most direct communication with the service provider. KnowBe4 handles your cancellation request and processes your refund without intermediaries.

App store subscription cancellation

If you purchased a KnowBe4 subscription through Apple App Store or Google Play, you do not contact KnowBe4 directly. Instead, you work with Apple or Google to cancel and request a refund. Apple and Google act as the merchant and handle all refund decisions. KnowBe4 has no control over app store cancellations, so trying to cancel with them will delay your refund claim.

How to cancel your KnowBe4 web subscription within 14 days

If you purchased KnowBe4 directly through its website, follow these steps to cancel before day 14 and secure your refund.

Step 1: identify your purchase date

1. Locate your original purchase confirmation email.
   • Check your primary inbox, spam folder, and trash for emails from KnowBe4 or your payment processor.
   • Search your email using terms like "KnowBe4", "subscription", "confirmation", or "invoice".
   • If you cannot find the email, log into your KnowBe4 account and check the "Billing" or "Account" section for an invoice or purchase receipt.
2. Write down the exact purchase date in a clear format (for example, 20 January 2025).
   • This is day 1 of your 14-day window, so you must cancel by day 14.
   • Count forward: if you purchased on 20 January, your deadline is 2 February 2025.

Step 2: gather your account information

1. Log into your KnowBe4 account and collect the following details:
   • Your account email address (the one you used to sign up).
   • Your organisation or company name (as listed in your account).
   • Your account ID (usually shown in billing statements or account settings).
   • The subscription plan name or level (for example, "Platinum" or "Pro").
   • The amount you were charged (in ZAR).
2. Take screenshots of your billing page and any account confirmation pages so you have proof of what you subscribed to.

Step 3: draft your cancellation email

1. Open your email client and create a new message to KnowBe4's support address (contact details are provided in the section below).
   • Use a clear subject line such as "Request for subscription cancellation and refund - [Your organisation name]".
   • Keep your email professional and factual; do not include emotional language or threats.
2. In the email body, include:
   • Your full name and organisation name.
   • Your account email address and account ID.
   • The purchase date and the exact amount charged.
   • A clear statement: "I wish to cancel my KnowBe4 subscription and request a refund within the 14-day cooling-off period under South African consumer law."
   • The date you are sending the email (to prove you are within the 14-day window).
3. Do not cancel your account within the KnowBe4 platform before sending this email; cancelling in-app may forfeit your refund protection claim.

Step 4: send your cancellation request and keep proof

1. Send your email to KnowBe4 support using registered mail or email delivery confirmation.
   • If available, request a read receipt so you have proof KnowBe4 received your cancellation request.
   • Keep a copy of the email you sent and note the exact time and date of sending.
2. KnowBe4 typically acknowledges cancellation requests within 1 to 2 business days.
   • You should receive a confirmation email stating your subscription is cancelled and your refund is being processed.
   • If you do not hear back within 3 business days, send a follow-up email or contact Tocancel for escalation advice.
3. The refund should appear in your bank account within 5 to 10 business days after KnowBe4 processes your request.

How to cancel a KnowBe4 subscription from apple app store or google play

If you subscribed through an app store rather than the KnowBe4 website, you manage cancellation directly with Apple or Google, not with KnowBe4.

Cancel through apple app store

1. Open the Apple App Store on your iPhone, iPad, or Mac.
   • Tap your profile icon in the top right corner.
   • Select "Subscriptions".
2. Find KnowBe4 in your active subscriptions list and tap it.
   • If you see a "Cancel subscription" option, tap it.
   • Confirm your cancellation when prompted.
3. Request a refund by selecting "Report a Problem" next to the KnowBe4 subscription.
   • Explain that you want to cancel and request a refund within the consumer protection window.
   • Apple reviews your request and typically responds within 48 hours.

Cancel through google play

1. Open Google Play on your Android device.
   • Tap your profile icon in the top right corner.
   • Select "Payments and subscriptions" and then "Subscriptions".
2. Tap KnowBe4 from your active subscriptions.
   • Select "Cancel subscription".
   • Follow the on-screen prompts to confirm cancellation.
3. Google Play cancels immediately, but you must request a refund separately.
   • Return to your subscriptions list, tap KnowBe4, and select "Request a refund".
   • Provide a reason (such as cancellation within the cooling-off period) and submit.
   • Google typically processes refund requests within 1 to 3 business days.

KnowBe4 pricing and subscription plans

Understanding KnowBe4's pricing helps you verify that you were charged correctly and supports your refund claim if there are discrepancies.

Verify your invoice to confirm which plan you purchased and the amount charged. If you were billed for a higher plan than you agreed to, or if charges appear duplicated, include this discrepancy in your cancellation email. Tocancel's team can help you dispute billing errors and chase down your refund if KnowBe4 resists.

What happens after you cancel your KnowBe4 subscription

Cancellation is just the first step; you need to know what to expect next and how to follow up if things stall.

Timeline for refund processing

Once KnowBe4 receives your cancellation email within the 14-day window, they should acknowledge your request within 1 to 2 business days. Your account access will be suspended, and you will receive a final invoice or cancellation confirmation email. The refund itself appears in your bank account within 5 to 10 business days after KnowBe4 processes it. If you cancelled through Apple App Store or Google Play, the app store provider processes the refund on their own timeline, which can take up to 14 days.

Check your bank account and account status

1. After 10 business days, log into your bank account and verify the refund has been credited.
   • The refund will typically show as "KnowBe4 refund" or a similar description in your transaction history.
   • If you do not see it after 14 days, contact your bank to check if there is a processing delay or rejection.
2. Try to log into your KnowBe4 account to confirm access has been removed.
   • You should receive a "login failed" message or be directed to a payment screen if access is truly cancelled.
   • If you can still log in and use features after your cancellation request, contact KnowBe4 immediately to escalate the issue.

What to do if the refund does not arrive

If you do not receive your refund within 14 days, or if KnowBe4 refuses to cancel, you have clear escalation options. First, send a follow-up email to KnowBe4 with the subject line "Urgent: Refund follow-up for cancellation request [Your account ID]". Attach copies of your original cancellation email and your bank statement (with dates visible) showing no refund has been received. If KnowBe4 does not respond within 5 business days, Tocancel recommends filing a formal complaint with the Consumer Goods and Services Ombud South Africa. The CGSO is a free, independent complaint body that investigates unfair trading practices and refund disputes at no cost to you.

Common mistakes that delay or block your cancellation

Cancellation disputes are stressful, but most arise from simple errors that you can avoid. Here are the pitfalls to sidestep so your refund comes through smoothly.

Cancelling inside the app instead of by email

Many consumers log into their KnowBe4 account, click "Cancel subscription", and assume the process is complete. In reality, this often just suspends your access but does not formally cancel your contract or trigger your 14-day refund window. KnowBe4's terms require you to submit your cancellation request in writing (by email) to the company's support address. Cancelling in-app alone leaves no paper trail and weakens your refund claim if a dispute arises. Always send a formal email, even if you have also clicked cancel in the app.

Missing the 14-day deadline

The 14-day window is fixed by law and starts on your purchase date, not on the date you first log in or start using the service. If you purchase on 15 January and attempt to cancel on 31 January (17 days later), KnowBe4 will refuse your refund claim. There is no flexibility, and the company will cite their terms to deny you. Tocancel's recommendation: cancel within 7 days if you are unsure, giving yourself a safety margin.

Failing to provide account details in your cancellation email

If you email KnowBe4 to cancel but do not include your account ID, organisation name, or purchase date, support staff may struggle to locate your subscription. This delay can push you past the 14-day window. Always provide full details: account email, account ID, organisation name, purchase date, and the exact amount you were charged. The more specific you are, the faster KnowBe4 can process your request.

Not saving proof of your cancellation request

If you cancel by email but do not keep a copy of the message you sent and the timestamp, you cannot prove when you submitted your request if a dispute arises. Save your outgoing cancellation email, the read receipt (if enabled), and KnowBe4's reply. This evidence is essential if you need to escalate to the CGSO or your bank.

Assuming silence means approval

If KnowBe4 does not reply to your cancellation email within 2 business days, do not assume your subscription is cancelled. Follow up with a second email or call their support line to confirm they received your request. Many refund disputes occur because consumers believed cancellation was processed when it was actually lost in support inbox chaos. Tocancel advises treating silence as a red flag and pursuing confirmation before the 14-day window closes.

Checklist: your cancellation plan

Use this checklist to track your cancellation step by step and ensure nothing falls through the cracks.

How to contact KnowBe4 and escalation contacts

You now know how to cancel, but you need to know where to send your request and who to escalate to if KnowBe4 refuses.

KnowBe4 south africa office contact details

Send your cancellation request to KnowBe4's South African support team. The company maintains a regional office in South Africa to serve local customers. Address your cancellation email to:

Email: [email protected]

Alternative (if no reply within 3 days): [email protected]

Postal address: KnowBe4 Southern Africa, [Regional office address - confirm on KnowBe4 website or contact page, as this may change]

Include "URGENT: Cancellation and refund request" in the subject line to ensure your email reaches the right team quickly.

Escalation contacts if KnowBe4 refuses your refund

If KnowBe4 does not cancel your subscription or refuses to refund you within 14 days, you have two powerful consumer protection bodies on your side:

File a complaint with the CGSO if KnowBe4 refuses to honour your 14-day refund window or if you believe they used misleading advertising or unfair contract terms. The CGSO is independent, costs you nothing, and has the power to force companies to refund consumers. Tocancel can help you prepare your complaint and provide template letters if you need them.

Key takeaways: your right to cancel KnowBe4

You have a legal right under South African consumer law to cancel your KnowBe4 subscription within 14 days and claim a full refund if you purchased directly through the website. This cooling-off period is non-negotiable and does not require KnowBe4's permission or agreement. Act quickly: identify your purchase date, gather your account details, and send a formal cancellation email to [email protected] within your 14-day window. Keep all proof of your request and follow up if you do not receive a refund within 14 days. If KnowBe4 refuses to refund you or ignores your request, lodge a free complaint with the Consumer Goods and Services Ombud South Africa, who will investigate on your behalf.

Cancellation disputes are common, but they are entirely avoidable if you understand your rights and follow the correct process. Tocancel has helped thousands of consumers cancel software subscriptions and recover refunds by taking these exact steps. Visit Tocancel.com today to access free cancellation guides, template letters, and live support if you encounter resistance from KnowBe4 or any other service provider. Your refund is within reach-you simply need to act with clarity and confidence. Tocancel is here to make that process clear and straightforward, and our team stands ready to help you recover what you are entitled to under South African law.