Our approach
We would rather fix a problem than keep your money for a service you cannot use. This policy sets out when we refund fees for subscriptions, assessment credits and one-off project work.
Subscription refunds
Monthly subscriptions renew automatically. You can cancel at any time and the cancellation takes effect at the end of the current billing period.
- Cancel before the renewal date and you will not be charged again.
- Cancel within 7 days of a renewal and we will refund that charge in full, provided you have used less than 10% of your monthly allowance.
- We do not refund partial months after the 7-day window.
- Annual plans cancelled after the first 30 days are refunded pro rata for the unused months, less any discount already applied.
Unused assessment credits
Prepaid assessment credits stay valid for 12 months from purchase. If you have credits you cannot use because you have stopped hiring, contact us. We refund unused credits above 20 in a block, at the rate you paid, minus a 5% administration fee.
Credits used in the last 30 days are not refundable.
Setup and project fees
Setup fees cover work we have already done, such as scorecard design, integration or onboarding. Once that work starts, the setup fee is not refundable. If you cancel before we begin, we refund it in full.
For bespoke projects we refund the unused portion of any prepayment, less the value of work completed and any third-party costs we cannot recover.
Service failures
If the platform is unavailable for more than 72 consecutive hours in a billing month, and the outage is our fault, you can request a credit for that month. We will apply it to your next invoice or refund it, whichever you prefer.
If we discontinue a service you have prepaid for, we refund the unused balance automatically within 14 days.
How to request a refund
Email cognitiveaxiscorp@gmail.com with your account name, the invoice number and a short description of the issue. We confirm receipt within two working days.
- Approved refunds are paid to the original payment method.
- Card refunds usually clear within 5 to 10 working days.
- Bank transfers can take up to 14 working days.
- Refunds are issued in New Zealand dollars.
This policy sits alongside your rights under the Consumer Guarantees Act 1993. Nothing here reduces those rights.