Refund Policy

1. Free and pilot programs

• The Team tier includes a 5-day pilot for qualifying organizations. No payment is collected if you cancel before the pilot converts to a paid subscription.
• If you add a payment method during a pilot, you may cancel before the pilot end date to avoid charges for the first billing period.
• Pilot eligibility, seat limits, and feature access are described on our Pricing page and may change with notice.

2. Paid subscriptions

Paid plans renew automatically at the end of each billing cycle (monthly or annual, depending on your selection) unless you cancel before the renewal date.

When you cancel, you retain access through the end of the current billing period. We do not provide prorated refunds for partial periods unless required by law or explicitly stated in your plan.

3. Refund eligibility

We may issue a refund in the following situations:

• You cancel during an active pilot period before conversion to a paid plan.
• We materially fail to provide the service and cannot remedy the issue within a reasonable period after you notify support@cognimemo.com.
• You are entitled to a refund under applicable consumer protection law in your jurisdiction.
• Your order form or enterprise agreement explicitly provides for a refund.

4. Non-refundable items

• Fees for completed billing periods, except where a refund is required by law or approved under Section 3.
• Professional services, custom development, or onboarding fees once work has commenced, unless otherwise stated in a signed statement of work.
• Third-party pass-through costs (for example marketplace integrations or usage-based model fees) already incurred on your behalf.

5. Enterprise and custom agreements

Enterprise customers are governed by the commercial terms in their signed order form or master services agreement, which may include different cancellation notice periods, minimum commitments, and refund terms. Where a signed agreement conflicts with this policy, the signed agreement controls.

6. How to cancel or request a refund

Self-serve customers can cancel through account billing settings at https://app.cognimemo.com or by emailing support@cognimemo.com from your registered work address.

Refund requests must include your organization name, billing email, and reason for the request. We aim to respond within five business days. Approved refunds are returned to the original payment method within ten business days, depending on your payment provider.

7. Chargebacks

If you dispute a charge with your bank or card issuer before contacting us, we may suspend your account while the dispute is investigated. Please email support@cognimemo.com first so we can resolve billing issues directly.

8. Changes to this policy

We may update this Refund Policy from time to time. Changes apply to future purchases and renewals. The date at the top of this page indicates when the policy was last revised.