This policy covers the self-serve plans: Free, Pro, Scale and Unlimited. Enterprise contracts follow the cancellation and refund terms of their Order Form. It sits alongside our Terms of Service; where the two differ, the Terms prevail.
Cancelling
- Takes effect at the end of the billing period — you keep access, and your plan's credits, until the period you already paid for ends. Nothing renews after that.
- Unused credits are lost — credits on prepaid plans reset every billing month and do not carry over, so credits left when the plan ends are forfeited, not refunded.
- Overage is still invoiced — credits used above your allowance in the final period, and every credit used on Unlimited, are billed at the end of that period, as on any other month.
- Free needs no cancellation — the trial stops at zero credits or after 14 days, and nothing is ever billed.
Refunds
- No refunds for a period already started — subscription fees are paid in advance and are non-refundable, including for partial months or credits you did not use.
- Except when we got it wrong — if you were charged in error (a duplicate charge, a charge after a confirmed cancellation, or a fee for a period the Service was not provided), we refund that amount in full to the original payment method.
- Changes to the Terms — if you end a paid subscription because you do not accept a material change to the Terms, you receive a pro-rata refund of unused, prepaid fees, as section 19 of the Terms sets out.
How to ask
Email support@cogneris.ai from the address you sign in with, and include the invoice number and what went wrong. We reply within 1 business day. Approved refunds go back to the card or account that paid, and your bank decides how long the money takes to arrive. See the pricing page for how plans and credits work, and Support for anything else.