Refund and Cancellation Policy

Last updated 3 October 2026

Software work is labour, and labour cannot be un-spent. This policy sets out plainly what is refundable, what is not, and how to ask.

1. Before work begins

If you cancel before any work has started, you receive a full refund of the deposit, less the cost of any third-party services already purchased for you (for example a domain registration in your name, which cannot be un-purchased). We will show you the receipt for anything deducted.

2. After work begins

Because delivery is milestone-based, charges follow milestones. If you cancel partway:

• •You pay for milestones completed and accepted.
• •You are not charged for milestones not started.
• •For a milestone that is partially complete, the fee is apportioned and we will explain how.
• •The balance of any deposit is refunded within 14 days of the cancellation being agreed in writing.

3. What is never refundable

A few categories are straightforwardly non-refundable, and it is fairer to say so up front:

• •Third-party costs already paid on your behalf, such as domain registration and annual hosting fees. These are paid to the provider, not to us.
• •Work already accepted and signed off.
• •Completed and delivered work from which you have already benefited.
• •The monthly portion of a care plan for a month that has already run.

4. If we cannot deliver

If we cannot complete the agreed work, we will tell you as soon as we know. You receive a refund of everything paid for work not performed, and the handover of whatever was completed and paid for. We would rather return money than quietly under-deliver.

5. Care plans

Monthly care plans can be cancelled at any time, with effect from the end of the current billing month. No notice period and no cancellation fee. There is no long-term lock-in: if the plan is not earning its keep, cancel it.

6. Bundle discounts

Bundle discounts are calculated on a complete multi-service engagement. If you cancel one service from a discounted bundle after work has started, the remaining services are re-priced at their standard published rate, because the discount was earned by the bundle. We will recalculate transparently and show you the arithmetic before applying it.

7. How to request a refund

Email cognix.info@gmail.com with your invoice number and what you are asking for. We will acknowledge within two business days and aim to resolve any dispute by discussion before it becomes anything more formal. Approved refunds are processed within 14 days to the original payment method.