Refund Policy

1The short version

• You can cancel any plan yourself, anytime, in the app. Your plan then runs to the end of the period you have already paid for.
• You can request a refund within 60 days of a payment.
• We review every refund request individually, case by case — refunds are not automatic.
• Refunds are paid through Paddle to your original payment method.
• Your statutory consumer rights always apply on top of this policy.

2Cancelling your plan

Cancelling is self-serve: open your billing settings in the app and cancel there. No email, no phone call, no retention tricks.

Cancellation stops the next renewal. You keep full access until the end of the period you have paid for, and nothing renews after that.

On pay as you go, the monthly minimum for the billing month already under way still applies, along with any usage above it.

3Requesting a refund

You can request a refund within 60 days of the payment concerned.

Use the “Request a refund” option in the app, or email support@cognos.io from your account email address. Please include the invoice or receipt reference so we can find the payment.

We aim to reply within a few business days. If we grant the refund, Paddle pays it back to your original payment method; how long that takes depends on your bank or card provider.

4How we decide

We look at every request individually. There is no automatic guarantee, and no hidden rules — this is what we consider:

• How much of the service you used. AI answers cost us real money with the AI providers, so heavy usage weighs against a full refund.
• Whether we have refunded you before. We normally grant at most one goodwill refund per account.
• Signs of abuse — for example automated usage, fraud, chargeback history, or a breach of our Terms.

Depending on the case, we may grant a full refund, a partial refund, or decline the request — and we will tell you why.

We never read your chats to make this decision. Refund reviews use billing and usage amounts only; your conversations stay locked.

5Usage charges, credit, and trials

On pay as you go, charges reflect AI usage that has already happened and has already cost us money with the providers. That usage is part of the case-by-case review above.

Free starter credit and promotional credit have no cash value and cannot be refunded or paid out.

6Your statutory rights

Nothing in this policy limits mandatory refund, withdrawal, cancellation, or other consumer rights that apply under the law where you live. Where those rights go further than this policy, they come first.

Because Paddle is the Merchant of Record, you can also raise payment questions with Paddle directly via the receipt they emailed you.

7Changes to this policy

We may update this policy from time to time. The current version always lives at this address, and we will announce material changes in the app or by email.