Refund Policy

• the Terms of Service at /legal/terms
• the Privacy Policy at /legal/privacy
• the Acceptable Use Policy at /legal/acceptable-use

1. Current payment status

Paid checkout is not currently enabled.

At this stage, plan changes, billing questions, and account questions are handled through support.

Once paid billing is enabled, payments may be processed by Paddle. Paddle may act as a payment provider or merchant of record and may process payment, tax, invoice, fraud-prevention, subscription, customer, and buyer-support data.

2. Contact for billing and refund questions

For billing, refund, subscription, account, or credit questions, contact:

accounts@workbench.cognardo.com

When contacting us, include:

• the email address linked to your Cognardo Workbench account
• your plan name, if applicable
• the transaction ID, invoice ID, Paddle order number, or payment reference, if available
• the date of purchase or charge
• a short explanation of the issue

Do not include full payment card details in your message.

3. General refund rule

Except where required by law or Paddle’s buyer terms, subscription fees, monthly credits, top-up credits, consumed credits, expired credits, promotional credits, and other paid entitlements are non-refundable.

All paid purchases are final unless a refund is required by applicable law, Paddle’s buyer terms, or an express written exception from Cognardo Workbench.

4. Subscriptions

Once paid billing is enabled, Cognardo Workbench may offer paid subscription plans such as Pro and Max.

Unless otherwise stated at checkout:

• subscriptions are billed monthly
• the billing cycle begins when you sign up for or upgrade to a paid plan
• subscriptions may renew automatically each month
• renewal charges apply unless you cancel before the next renewal
• canceling a subscription stops future renewal charges
• canceling a subscription does not automatically refund the current billing period
• paid access may continue until the end of the current billing cycle unless your account is suspended, terminated, refunded, or otherwise restricted under the Terms

Plan details, features, limits, pricing, credits, and entitlements may vary by plan and may change over time.

5. Cancellations

You may cancel a paid subscription where cancellation controls are made available through the product, payment provider, or support process.

If cancellation is not available directly in the product, contact:

accounts@workbench.cognardo.com

Unless otherwise required by law or Paddle’s buyer terms:

• cancellation stops future renewals
• cancellation does not refund the current billing period
• cancellation does not convert unused monthly credits into cash
• cancellation does not refund consumed, unused, expired, or promotional credits
• access to paid features may continue until the end of the current billing cycle

If a payment provider such as Paddle processes your subscription, cancellation may also be handled through that provider’s buyer portal, confirmation email, or support process.

6. Downgrades

If you downgrade from a paid plan to a lower plan or to the Free plan, the downgrade generally takes effect after the current billing cycle ends.

Unless otherwise stated or required by law:

• you keep your current paid plan access until the end of the current billing cycle
• you are not refunded for the remaining part of the billing cycle
• plan limits, features, credits, and entitlements may change when the downgrade takes effect
• unused monthly credits do not convert into cash
• unused monthly credits may expire according to the plan rules

7. Monthly credits

Some Cognardo Workbench plans may include monthly credits.

Monthly credits may be used for features such as AI actions, citation analysis, cross-model comparison, or other metered features.

Unless otherwise stated:

• monthly credits expire monthly
• unused monthly credits do not roll over
• monthly credits have no cash value
• monthly credits are not transferable
• monthly credits are non-refundable
• monthly credits expire when your account is deleted
• monthly credits may be removed, limited, or adjusted if your plan changes, payment fails, your account is terminated, or abuse is detected

8. Top-up credits

Cognardo Workbench may offer top-up credits once paid billing is enabled.

Unless otherwise stated:

• top-up credits remain available until used or until account deletion
• top-up credits have no cash value
• top-up credits are not transferable
• top-up credits are non-refundable
• top-up credits expire when your account is deleted
• top-up credits may be removed, limited, or adjusted in cases of fraud, abuse, refund, chargeback, payment reversal, billing error, or violation of the Terms

Top-up credits do not guarantee permanent access to any specific feature, model, provider, price, rate, or usage level.

9. Promotional credits

Cognardo Workbench may offer free, trial, bonus, promotional, or goodwill credits.

Unless otherwise stated:

• promotional credits have no cash value
• promotional credits are not refundable
• promotional credits are not transferable
• promotional credits may expire
• promotional credits may be revoked if misused
• promotional credits may be limited to specific features, plans, or time periods
• promotional credits may be removed if your account is suspended, terminated, or deleted

10. When refunds are not available

Except where required by law or Paddle’s buyer terms, refunds are not available for:

• unused monthly credits
• unused top-up credits
• consumed credits
• expired credits
• promotional credits
• partial billing periods
• canceled subscriptions after the billing period has started
• downgrades
• account deletion
• failure to use the product
• forgetting to cancel before renewal
• dissatisfaction with AI outputs
• inaccurate or incomplete AI outputs
• citation analysis results that require user review
• unsupported third-party websites or AI platforms
• changes caused by third-party platforms, AI providers, browsers, models, or APIs
• temporary downtime, unless required by law
• loss of access caused by violation of the Terms
• loss of access caused by violation of the Acceptable Use Policy
• suspension or termination for abuse, fraud, non-payment, security risk, or unlawful use
• custom, manual, or support-assisted account actions

11. Exceptions

We may consider a refund only where:

• a refund is required by applicable law
• a refund is required by Paddle’s buyer terms
• there was a duplicate charge
• there was a clear billing error
• a payment was made without authorization and is verified as unauthorized
• we expressly agree in writing to provide a refund

Submitting a refund request does not guarantee that a refund will be approved.

Where Paddle processes a payment, refund handling may be subject to Paddle’s buyer terms, refund process, transaction review, payment method rules, fraud checks, and applicable consumer laws.

12. Effect of refunds

If a refund is issued, we may:

• remove paid plan access
• downgrade your account
• remove refunded credits
• remove promotional credits linked to the purchase
• reverse or adjust credit ledger entries
• disable paid features
• close or restrict billing access
• terminate access where fraud, abuse, or chargeback misuse is involved

Refunded purchases do not create a right to keep related paid entitlements, features, or credits.

13. Account deletion and refunds

Deleting your Cognardo Workbench account does not automatically create a refund.

If you delete your account:

• your account enters the deletion and recovery process described in the Terms and Privacy Policy
• cloud account data is scheduled for deletion or de-identification within the stated recovery period
• monthly credits expire
• top-up credits expire
• plan benefits and account entitlements may end
• billing records may be retained where required for legal, tax, accounting, fraud-prevention, dispute, or payment-provider reasons

If you want to ask a billing question before deleting your account, contact:

accounts@workbench.cognardo.com

14. Failed payments

If a subscription payment fails once paid billing is enabled, we or the payment provider may retry the payment.

If payment continues to fail, we may:

• notify you
• restrict paid features
• downgrade your account
• pause access to paid entitlements
• suspend your account
• cancel the subscription
• remove or limit credits
• require payment before restoring access

We are not responsible for losses caused by failed payments, expired cards, bank declines, payment-provider issues, or inaccurate billing information.

15. Chargebacks and payment disputes

If you believe there is a billing issue, contact us first at:

accounts@workbench.cognardo.com

If you initiate a chargeback or payment dispute, we may:

• suspend or restrict your account
• pause paid features
• remove credits or entitlements
• preserve relevant account and billing records
• provide transaction information to the payment provider
• terminate access in cases of fraud, abuse, or misuse

Chargeback fraud, false disputes, or abuse of payment systems may result in permanent account termination and refusal of future service.

16. Taxes and payment-provider fees

Once paid billing is enabled, payment providers may calculate, collect, remit, or process taxes depending on your location, transaction type, and payment method.

Taxes, currency conversion fees, bank fees, card fees, payment-provider fees, or similar charges may not be refundable unless required by law or handled by the payment provider.

Cognardo Workbench does not store full payment card details when payments are processed by a payment provider.

17. Changes to plans, pricing, and credits

We may change plan features, pricing, billing terms, credit amounts, credit usage rules, provider availability, model availability, and plan entitlements from time to time.

If we make material changes that affect active paid users, we may provide notice through the website, product interface, email, payment provider, or another reasonable method.

Changes may apply immediately to new purchases. For existing subscriptions, changes may apply at renewal, at the next billing cycle, or as otherwise communicated.

18. No resale or transfer

Plans, subscriptions, credits, discounts, promotional credits, and account entitlements are for the account holder’s use only.

You may not sell, transfer, resell, rent, share, trade, or exchange credits, accounts, subscriptions, or entitlements without permission.

Unauthorized resale, transfer, or abuse may result in suspension, termination, removal of credits, refusal of refunds, or other enforcement action.

19. How to request billing help

To request billing help, cancellation support, refund review, or account assistance, email:

accounts@workbench.cognardo.com

Include:

• your Cognardo Workbench account email
• transaction ID, invoice ID, Paddle order number, or payment reference, if available
• date of the charge
• amount charged
• plan name
• short description of the issue

We may need to verify your account or request additional information before reviewing the issue.

20. Changes to this Refund Policy

We may update this Refund Policy from time to time.

When we make material changes, we may notify you by updating the date at the top of this page, posting a notice on the website, sending an email, showing an in-product notice, or using another reasonable method.

Your continued use of Cognardo Workbench after an updated Refund Policy becomes effective means you accept the updated policy to the extent permitted by law.

21. Contact

For questions about this Refund Policy, contact:

• Billing, account, refund, and subscription questions: accounts@workbench.cognardo.com
• Product support: support@workbench.cognardo.com
• General contact: contact@workbench.cognardo.com
• Security and abuse reports: security@workbench.cognardo.com

Public contact name: Raven Black Public trade name: Cognardo Product: Cognardo Workbench