Last updated: 13 June 2026

Refund Policy

Thank you for choosing COGNIS AI PTE. LTD. (the "Company"). This Refund Policy sets out the rules governing the purchase of prepaid credits, refund requests and related fees. Please read this Policy carefully before topping up or consuming credits.

1. About Prepaid Credits

Accessing the Service, or certain features of the Service, requires you to purchase prepaid credits ("Credits") associated with your account in order to make API calls. The purchase of Credits is subject to the applicable payment processing fees and transaction charges.

    Before you purchase: the minimum purchase amount per transaction is US$5 and the maximum purchase amount is US$25,000. You will have the opportunity to review and confirm the amount to be charged before payment.

2. Refund Eligibility and Time Window

2.1 Standard refund window

Once a purchase has been completed, a refund request for unused Credits must be submitted within twenty-four (24) hours of the transaction being processed. If no refund request is received within twenty-four (24) hours, any unused Credits become non-refundable.

Please note: platform fees (payment processing fees) are non-refundable under all circumstances; only the principal amount of unused Credits will be refunded.

2.2 How to request a refund

To request a refund within the eligibility period, please follow these steps:

log in to your account within 24 hours of the transaction being processed;
go to the "Credits" page in your account;
click the refund button and submit your refund request;
the unused Credit amount will be returned to your original payment method.

2.3 Expiry of Credits

The Company reserves the right to expire Credits that remain unused three hundred and sixty-five (365) days after purchase. Expired Credits are non-refundable and non-transferable.

3. Cryptocurrency Payments

Important: payments made by cryptocurrency are strictly non-refundable, without exception. If you choose to pay by cryptocurrency, please ensure that you fully understand and accept this term before completing the transaction. In addition, you represent and warrant that the cryptocurrency used for the purchase and the source of those funds do not constitute the proceeds of any financial or other crime.

4. Auto Top-Up

When purchasing Credits you may choose to enable the "auto top-up" feature: when your available Credits fall below the threshold you set in your account, the system will automatically replenish your account using your selected payment method.

by enabling auto top-up, you authorise the Company to charge your account automatically in accordance with the rules above;
Credits purchased through auto top-up are subject to the same refund policy as manually purchased Credits (request within 24 hours);
you may update or cancel auto top-up at any time from your account settings page; cancellation takes effect before the next billing cycle.

5. Refunds on Account Termination

Remaining Credits are handled differently depending on how the account is terminated:

5.1 Termination initiated by you

If you voluntarily request termination of your account, any remaining unused Credits will be refunded to your original payment method within thirty (30) days of termination, except for cryptocurrency payments (which are non-refundable).

5.2 Termination for breach

If the Company terminates your account because you have breached its Terms of Service (including, without limitation, carrying out malicious attacks, reselling API access, fraud or abuse of the interfaces), any unused Credits in the account will not be refunded.

6. Handling of Specific Technical Anomalies

In the following strictly limited and exceptional technical circumstances, we will make a billing adjustment or balance correction after verifying our system logs:

Duplicate system charges: if Credits are abnormally deducted more than once due to an internal platform server fault (such as persistent 500 errors) or a routing anomaly, the amount will be returned in full to your platform account balance once verified;
Complete service unavailability: if a serious service interruption on the Company's side renders purchased Credits entirely unusable during their validity period, the Company will provide reasonable compensation based on the circumstances;
Unauthorised top-up: if your payment account is used without authorisation to top up Credits, you must submit a written complaint together with supporting evidence through the official customer support channel within 7 days of the transaction so that we can assist in initiating a reversal.

7. Changes to Fees

If the Company changes Credit pricing or related fees, including by adding additional fees or charges, the Company will notify you in writing (including by email or in-platform notice) before the change takes effect. If you do not accept the change, you may stop purchasing Credits and request a refund of remaining Credits purchased before termination of your use of the Service (subject to the applicable refund policy).

8. Refund Processing Times

Approved refunds are returned to the payment method originally used. Actual arrival times vary by payment channel:

Credit / debit card: typically 5 to 10 business days, depending on your issuing bank;
Other payment methods: typically 3 to 7 business days.

9. Contact Us

If you have any questions about this Refund Policy, or need to request a refund, please contact us through the Company's official customer support channel. Our support team will respond and assist you as soon as possible after receiving your request.