Cancellation Policy

1. Overview

This Cancellation Policy applies to all Cogniz subscription products purchased via our website. It should be read together with our Terms of Sale and Privacy Policy.

At a glance:

2. How to cancel

To cancel your Cogniz subscription, send an email to legal@cogniz.online with the subject line "Cancellation Request" and include:

• Your full name
• The email address associated with your subscription
• Your subscription plan name or order reference number
• The date from which you want the cancellation to take effect (if other than immediately)
• If requesting a refund: a brief reason (optional but helpful)

We will acknowledge your cancellation request within 2 business days and confirm the effective cancellation date, any applicable refund amount, and the refund timeline.

Cancellations take effect at the end of the current billing period unless you request an earlier date or are within the 14-day cooling-off period.

3. Monthly subscriptions

Monthly subscriptions may be cancelled at any time. Upon cancellation:

• Your subscription will not renew at the next billing date
• You retain full access to the service until the end of the current paid month
• No refund is issued for the remaining days in the current billing period

Example: If your monthly billing date is the 1st of each month and you cancel on the 15th, your access continues until the end of that month. No refund is due for the second half of the month.

Exception: If you are within the 14-day cooling-off period (see Section 5), a full refund applies.

4. Annual subscriptions

Annual subscriptions may be cancelled at any time. Upon cancellation after the 14-day cooling-off period:

• You retain access until the end of the current paid annual period, or
• If you prefer earlier termination and a partial refund, a pro-rata refund is calculated for the number of complete calendar months remaining in your subscription year, less any non-refundable setup or onboarding fees

Pro-rata calculation example:

We will provide a written refund calculation when confirming your cancellation.

5. 14-day cooling-off period

In accordance with Section 16 of the Electronic Communications and Transactions Act (ECT Act) and the Consumer Protection Act (CPA), you have the right to cancel any new subscription within 14 days of your initial purchase date and receive a full refund, without providing a reason.

Conditions

• The cancellation notice must be sent within 14 calendar days of your purchase date
• You have not substantially consumed the service (e.g. fully built and deployed automation workflows and received the primary value of the subscription)
• This right applies to consumer purchases made online; it does not apply to enterprise or custom-development contracts commenced at your express written request during this period

Refund under cooling-off

A full refund will be issued within 10 business days of us receiving your cancellation notice via the PayFast reversal process or EFT to your nominated bank account.

This right is in addition to your rights under the CPA and does not limit any other statutory rights you may have.

6. Refund process

Once a refund is approved, it will be processed as follows:

• PayFast card payments: Refunded to the original card via PayFast. Processing time is typically 3–7 business days depending on your bank.
• EFT payments: Refunded via EFT to a bank account you provide. We will request your banking details by email.

Refunds will be processed within 10 business days of cancellation confirmation. Cogniz is not responsible for delays caused by your bank or payment network.

Refunds are issued in South African Rand (ZAR). If you paid in another currency, the refund will reflect the ZAR amount at the exchange rate at the time of the original transaction.

7. Non-subscription services (consultancy and custom development)

Cancellation terms for non-subscription services (e.g. once-off AI consultancy engagements or custom platform development) are governed by the specific project agreement or statement of work.

In the absence of a specific agreement:

• Work completed and delivered prior to cancellation is non-refundable
• Work in progress at the time of cancellation will be invoiced at the agreed day rate for hours worked, subject to a maximum of the total quoted amount
• Deposits paid for future work not yet commenced are refundable in full

8. Cogniz-initiated cancellation

8.1 For breach

Cogniz may terminate your subscription immediately and without refund if you materially breach the Acceptable Use provisions of the Terms of Sale (e.g. using the service for unlawful purposes). We will notify you by email upon such termination.

8.2 For non-payment

If payment fails and is not rectified within 7 days of notice, Cogniz may suspend and ultimately cancel your subscription. In this case, no refund is due for amounts already billed.

8.3 Service discontinuation

If Cogniz discontinues a subscription product entirely, we will provide a minimum of 60 days' written notice and issue a pro-rata refund for any prepaid period beyond the discontinuation date.

9. Effect of cancellation

Upon the effective cancellation date:

• Access to the Cogniz subscription platform and all associated services is terminated
• Any API keys, credentials, or integration tokens associated with your subscription are deactivated
• Automation workflows provided under the subscription that are hosted on Cogniz infrastructure will be decommissioned
• Workflows or automations running on your own Make.com account remain unaffected — Cogniz does not have ongoing control over your Make.com account

You are responsible for exporting any data or configurations you wish to retain before the cancellation effective date. Cogniz accepts no liability for loss of data arising from failure to export prior to cancellation.

10. Your data after cancellation

Following cancellation, Cogniz will:

• Retain your personal information for the periods required by law (see our Privacy Policy)
• Retain billing and transaction records for 5 years from the date of the last transaction, as required by South African tax law
• Delete or irreversibly anonymise any other personal data within 90 days of the cancellation effective date, unless you make a specific request for earlier deletion

To request earlier deletion of your data following cancellation, email legal@cogniz.online. Note that certain data may be retained for the legal periods regardless of deletion requests.

11. Contact

For cancellation requests, refund queries, or any questions about this policy:

For general enquiries: hello@cogniz.online

If you have a complaint that we have not resolved satisfactorily, you may contact the National Consumer Commission at www.thencc.gov.za or the relevant Consumer Tribunal.