Last updated: 2026-11-07
Overview
This Refund Policy explains when a payment made on Cognitivus can be refunded. It forms part of, and should be read together with, our Terms of Use and Subscription Policy.
Because access to the Service and to your full reports is provided immediately after payment, all payments are non-refundable once made, except where a refund is required by applicable law (see Your Statutory Rights below).
1. Trials and Subscriptions
Trial fees are non-refundable, as access to the full membership and to your reports starts as soon as you pay.
Subscription fees are charged in advance for each billing period. Once a billing period has started, the fee for it is non-refundable. This includes the automatic first Subscription charge taken when a trial ends and every renewal, as shown on the payment screen and described in our Subscription Policy.
We do not give refunds, partial refunds or credits for:
- unused time remaining in a trial or billing period, including after you cancel;
- a change of mind, or no longer needing the Service;
- not using the Service, or using it less than you expected;
- not cancelling before a trial ends or before a renewal date.
2. Single Tests, Bundles and Other One-off Purchases
A single test, or a bundle of several tests, is paid once: it never renews and there is nothing to cancel. Each test gives you its full report as soon as you finish it, and that report stays unlocked for good.
One-off purchases are non-refundable once bought, including tests in a bundle that you have not taken yet. Tests you buy do not expire and have no cash value. A friend or partner can take one of your remaining tests from your invitation link.
3. Cancelling Is Separate From Refunds
You can cancel a Subscription at any time, as described in our Subscription Policy. Cancelling stops all future charges and you keep access until the end of the period you have already paid for. Cancelling does not refund charges that have already been made.
4. If You Think Something Has Gone Wrong
We do not operate a standard refund programme. If you believe there has been a problem with a payment, for example a duplicate charge, you can still contact us and we will look into it. Any review is carried out at our sole discretion, on a case-by-case basis. If we decide to offer a full or partial refund as a goodwill gesture, doing so once does not oblige us to do so again.
To contact us, email [email protected] from the address on your account and tell us which payment your message is about. We aim to reply within two (2) business days. Please get in touch with us before disputing a charge with your bank, so that we can try to resolve it with you directly.
Where a refund is made, it goes back to your original payment method and usually appears within 5 to 10 business days, depending on your bank.
5. Changes to This Policy
We may update this Refund Policy from time to time. Any changes will be posted on this page with an updated date. A change does not apply to a payment made before it was posted.
6. Your Statutory Rights
Nothing in this policy affects the mandatory refund or cancellation rights you may have under the consumer-protection laws of your country of residence. Where those laws grant you additional rights, they prevail to the extent they apply.
Right of Withdrawal (EU, EEA and UK)
If you live in the European Union, the European Economic Area or the United Kingdom, you can withdraw from a purchase within fourteen (14) days of the day you made it, without giving a reason. To withdraw, email [email protected] from the address on your account with a clear statement that you wish to withdraw, before the fourteen (14) days have passed. You may use the form below, but you do not have to. We refund the payments received for that purchase within fourteen (14) days of receiving your statement, to the payment method you used.
Test reports bought on their own. A test report is digital content. When you buy a single test or a bundle, you may ask, at checkout, for your report to be unlocked immediately and acknowledge that you lose your right of withdrawal once it is unlocked. If you do, the right of withdrawal no longer applies to a report once it has been unlocked. It still applies, for fourteen (14) days from your purchase, to any test in a bundle that you have not taken yet.
Model withdrawal form: To Cognitivus, [email protected]. I hereby give notice that I withdraw from my contract for the following service: ____. Ordered on: ____. Name: ____. Email address used for the account: ____. Date: ____.