1. Overview
We want you to be completely satisfied with your subscription. This Refund Policy outlines the circumstances under which you may be eligible for a refund for paid subscriptions to Cognivio AI.
All payments are processed by Paddle, our Merchant of Record. Refunds are issued through Paddle to the original payment method.
2. Subscription Cancellation
You may cancel your subscription at any time from the Pricing page within your account. When you cancel:
- Your subscription will remain active until the end of the current billing period.
- You will not be charged for subsequent billing cycles.
- After the billing period ends, your account will revert to the Free plan.
Cancellation alone does not entitle you to a refund for the current billing period.
3. Refund Eligibility
You may request a full refund if you meet all of the following criteria:
Within 7 days — The refund request is made within 7 days of the initial subscription purchase or the most recent renewal.
Technical issues — You experienced a significant technical issue that prevented you from using the Service, and our support team was unable to resolve it.
Duplicate charge — You were charged multiple times for the same subscription period in error.
4. Premium Feature Usage — No Refund
If you have used any of the following premium features during your current billing period, you are not eligible for a refund, regardless of the refund window:
- Voice Overview / Podcast Generation — AI-generated audio content using text-to-speech technology.
- Video Overview Generation — AI-generated video explanations with visual slides and narration.
- Viva Mode (Voice Chat) — Real-time voice interaction with the AI tutor.
These features consume significant third-party resources (ElevenLabs, Gamma, Vapi, Cloudinary) upon use, and the costs incurred cannot be reversed. By using these features, you acknowledge that your subscription payment for that billing cycle is non-refundable.
5. Prorated Credits for Upgrades
When you upgrade from one paid plan to a higher-tier plan mid-cycle, the remaining value of your current plan is applied as a prorated credit toward the new plan. This credit is calculated and applied automatically by Paddle at the time of the upgrade.
Prorated credits are non-refundable and cannot be converted to cash.
6. Non-Refundable Items
The following are not eligible for refunds:
- Subscriptions where premium features (Voice, Video, Viva Mode) have been used during the billing period.
- Subscriptions canceled after the 7-day refund window.
- Partial or unused portions of a billing period (unless a qualifying technical issue occurred).
- Free plan accounts (no payment was made).
- Dissatisfaction with AI-generated content quality, as outputs may vary based on the source material provided.
7. How to Request a Refund
To request a refund, please follow these steps:
- Send an email to cognivioai.app@gmail.com with the subject line “Refund Request.”
- Include your registered email address and a brief explanation of why you are requesting a refund.
- Our team will review your request and respond within 3 business days.
8. Processing Timeline
Once a refund is approved, it will be processed by Paddle. Depending on your payment method and financial institution, refunds typically appear within:
| Payment Method | Estimated Timeline |
|---|---|
| Credit / Debit Card | 5–10 business days |
| PayPal | 3–5 business days |
| Other methods | Up to 14 business days |
9. Contact Us
If you have questions about this Refund Policy, please contact us:
Cognivio AI
Email: cognivioai.app@gmail.com