Billing terms
What you are charged, when, and in what currency.
Last updated August 2026
1. Currency and taxes
All plan prices are quoted and charged in US dollars (USD). Prices exclude sales, use, VAT or GST, which are added at checkout where applicable. Your card statement and invoice both show the descriptor COGNISPAN LLC.
2. Billing cycle
Monthly plans are charged in advance on the day you subscribe and on the same calendar day each month thereafter. Annual plans are charged in advance for twelve months at the discounted annual rate. There are no setup fees, seat fees or hidden charges.
3. Accepted payment methods
We accept major credit and debit cards. Enterprise customers may request invoicing on net-30 terms. We do not store full card numbers; payment details are handled by our PCI-DSS compliant payment processor.
4. Overages and plan changes
Exceeding your SKU band does not stop the service. We notify you and the next invoice moves you to the correct band. Upgrades take effect immediately and are prorated for the remainder of the cycle. Downgrades take effect at the start of the next cycle.
5. Failed payments
A failed charge is retried over seven days with email notice each time. After seven days the account moves to read-only — your data and price history stay intact and exportable. Accounts unpaid for 30 days are suspended and may be deleted after the 60-day retention window.
6. Price changes
We give at least 30 days written notice before any change to your plan price. If you do not accept the new price you may cancel before it takes effect and will not be charged the new rate.
Cancellation & refunds
How to stop paying us, and when we give money back.
Last updated August 2026
1. Cancel any time, self-serve
You can cancel a Starter or Growth subscription at any time from Billing in your dashboard, or by emailing billing@cognispan.app. No phone call, no retention interview. Cancellation stops all future charges immediately.
2. What happens after you cancel
Your plan stays fully active until the end of the period you already paid for. After that the account becomes read-only and you keep CSV export of every price, elasticity estimate and history record for 60 days. Nothing is deleted before that window ends.
3. 14-day first-invoice guarantee
If CogniSpan is not a fit, email billing@cognispan.app within 14 days of your first paid invoice and we refund that invoice in full, no questions asked. This applies once per organization, to the first paid invoice on monthly or annual plans.
4. Renewals and partial periods
Beyond the guarantee window, monthly invoices are non-refundable for the current period and the service continues until it ends. Annual plans cancelled mid-term are refunded on a prorated basis for complete unused months, less any discount already realised versus the monthly rate.
5. Service failure credits
If we miss a contractual uptime commitment in a month, you receive a service credit against the next invoice, or a cash refund of the equivalent amount if you prefer. Ask for either at billing@cognispan.app; we do not require you to prove the outage.
6. Duplicate and erroneous charges
Duplicate charges, charges after a confirmed cancellation, and charges on the wrong plan are refunded in full within five business days of being reported. We would rather refund it than argue about it.
7. How refunds are issued
Refunds go back to the original payment method. Card refunds are submitted within five business days of approval and typically appear on your statement within 5–10 business days, depending on your issuing bank.
8. Before you dispute a charge
If a charge looks wrong, email billing@cognispan.app or call (417) 261-6439 first. We respond within one business day and resolve legitimate billing errors without requiring a chargeback. Your statutory rights are unaffected by this policy.
A person answers billing email.
Refund requests, invoice copies and plan changes are handled within one business day.