Refund Policy
Last updated: August 24, 2025
1. Our Refund Commitment
At CognAgentAI, we stand behind our service and want you to be completely satisfied. This Refund Policy outlines when and how you can request a refund, ensuring transparency and fairness for all our customers.
We offer different refund terms based on your subscription type, usage, and specific circumstances. Please read this policy carefully to understand your rights and our obligations.
2. Free Trial Period
14-Day Free Trial
All new customers receive a 14-day free trial with full access to CognAgentAI features:
- No Credit Card Required: Start your trial without any payment information
- Full Feature Access: Use all features during the trial period
- Unlimited Usage: No restrictions on call detection or SMS responses
- Cancel Anytime: End your trial at any time with no charges
- Automatic Expiry: Trial ends automatically after 14 days
Trial-to-Paid Transition
To continue using CognAgentAI after your trial, you must provide payment information and select a subscription plan. Billing begins immediately upon subscription activation, not at the end of the trial period.
3. Subscription Refund Policy
Monthly Subscriptions
Full Refund Eligibility
- Within 7 days of initial subscription
- Service downtime exceeding 24 hours
- Critical feature unavailability
- Billing errors or duplicate charges
- Unauthorized charges
Partial Refund Eligibility
- Service issues affecting 50%+ of billing period
- Documented service quality problems
- Downgrade to lower plan mid-cycle
- Account cancellation due to our policy changes
Annual Subscriptions
Full Refund Eligibility
- Within 30 days of initial subscription
- Service unavailable for 30+ consecutive days
- Major service changes affecting core functionality
- Billing errors or payment processing issues
Prorated Refund Eligibility
- Cancellation after 30 days but before 90 days
- Service performance below SLA for 30+ days
- Account termination due to our Terms changes
- Business closure or bankruptcy (with documentation)
Beta Pricing Special Terms
Current Beta Pricing: $149/month (Regular price will be $249/month)
- Extended Guarantee: 60-day full refund for beta customers
- Price Lock Promise: Beta price guaranteed for first 12 months
- Feature Access: Early access to new features during beta
- Feedback Participation: Direct input on product development
- Migration Support: Free setup and migration assistance
4. Non-Refundable Items
Services Not Eligible for Refund
The following items are generally not eligible for refunds:
Usage-Based Charges
- SMS messages sent to customers
- Phone call processing fees
- Third-party integration costs (Twilio, etc.)
- Overage charges for plan limits
- Premium feature add-ons used
Completed Services
- Setup and onboarding services
- Custom configuration work
- Training and consultation sessions
- Data migration services
- Custom integration development
Policy Violations
- Accounts terminated for Terms violation
- Fraudulent or abusive usage
- Chargebacks or payment disputes
- Spam or unsolicited messaging
Time Limitations
- Requests made beyond refund period
- Annual subscriptions after 90 days
- Monthly subscriptions after 30 days
- Expired or inactive accounts
5. Refund Process
How to Request a Refund
Contact Support
Email billing@cognagentai.com or use the contact form with your refund request
Provide Details
Include account information, billing details, and reason for refund request
Receive Response
We'll review your request and respond within 2 business days
Required Information
Please include the following information in your refund request:
- Account email address
- Customer or subscription ID
- Billing period in question
- Amount to be refunded
- Detailed reason for refund
- Supporting documentation
- Preferred refund method
- Contact information for follow-up
6. Refund Timeline and Methods
Processing Timeline
Refund Methods
Original Payment Method
Refunded to the original credit card or payment method used
Account Credit
Applied as credit to your CognAgentAI account for future use
Bank Transfer
Available for large refunds or when original method is unavailable
Cash or Check
Not available for security and compliance reasons
7. Special Circumstances
Service Disruptions
If CognAgentAI experiences significant service disruptions, we provide automatic compensation:
| Downtime Duration | Compensation | Processing |
|---|---|---|
| 2-6 hours | Account credit equal to 1 day of service | Automatic |
| 6-24 hours | Account credit equal to 3 days of service | Automatic |
| 24-72 hours | Full weekly refund or credit | Customer request |
| Over 72 hours | Full monthly refund and account credit | Automatic refund |
Business Changes
Company Closure
- Full refund for unused subscription time
- 30-day notice period minimum
- Data export assistance
- Migration support to alternatives
Service Discontinuation
- 90-day advance notice
- Prorated refund option
- Free migration to replacement service
- Extended support during transition
Medical or Personal Hardship
We understand that unexpected circumstances can arise. Contact our support team to discuss:
- Extended payment terms for medical emergencies
- Compassionate refunds for personal hardship
- Account suspension options during difficult times
- Flexible payment arrangements
- Reduced pricing for qualifying situations
Note: Documentation may be required for hardship considerations.
8. Chargeback and Dispute Policy
⚠ Important Notice
Before initiating a chargeback with your bank or credit card company, please contact us directly. Chargebacks can result in account suspension and additional fees.
Consequences of Chargebacks
- Immediate account suspension
- Loss of data access
- Chargeback processing fees ($25-$50)
- Potential collection activity
- Blacklist from future service
Better Alternatives
- Contact support for immediate resolution
- Request direct refund through proper channels
- Discuss payment plan options
- Account suspension instead of termination
- Mediation through payment processor
Chargeback Defense
If a chargeback is initiated, we will provide the following evidence to the payment processor:
- Service delivery confirmation
- Usage logs and access records
- Communication history
- Terms of Service acceptance
- Billing and payment records
- Support ticket history
- Account configuration data
- Digital service delivery evidence
9. Contact Information
Billing Support
Email: billing@cognagentai.com
Subject: "Refund Request - [Account Email]"
Phone: 1-800-COGNAGENT
Hours: Monday-Friday, 9 AM - 6 PM EST
Response Time: Within 24 hours
Alternative Contact Methods
Support Portal: Through your account dashboard
Live Chat: Available during business hours
Contact Form: Available on our contact page
Emergency: Call for urgent billing issues
Mail: 123 Innovation Drive, Suite 400, Austin, TX 78701
Escalation Process
If you're not satisfied with the initial response to your refund request:
- Request escalation to a billing supervisor
- Ask for a written explanation if the request is denied
- Contact our Customer Success team for review
- Request mediation through our payment processor
- Contact management at executive@cognagentai.com
10. Policy Updates
This Refund Policy may be updated from time to time to reflect changes in our services, legal requirements, or business practices. Material changes will be communicated to customers via email and on our website.
Continued use of our service after policy changes constitutes acceptance of the updated terms. If you disagree with policy changes, you may cancel your subscription and request a prorated refund according to the terms in effect at the time of cancellation.
Last Updated: August 24, 2025
Effective Date: Immediately upon publication
Version: 1.2
Next Review: February 24, 2026
Questions About Our Policies?
If you have any questions about these legal documents, please don't hesitate to contact us.