Refund Policy

1. 14-Day Money-Back Guarantee

No long forms or complicated hurdles — simply reach out to our team within 14 days of your purchase date.

2. Refund Eligibility Criteria

To be eligible for a full refund:

• The request must be submitted within 14 days of the original purchase or subscription date.
• The request applies to your first paid subscription billing cycle (monthly or annual Pro plan).
• The account must not have engaged in abusive practices, reverse-engineering, or violation of our Terms of Service.

3. How to Request a Refund

You can request a refund through either of the following methods:

1. Email Customer Support: Send an email to support@ecognix.com with the subject line "Refund Request - [Your Workspace Name]" and your registered account email address.
2. Via Paddle Receipt: Click the receipt link sent to your email by Paddle after purchase and select "Request Refund" or contact Paddle support directly via paddle.net.

4. Paddle Refund Processing & Timelines

Because Paddle is our official Merchant of Record:

• Refunds are approved and issued back to the original payment method used during checkout (Credit Card, PayPal, Apple Pay, Google Pay).
• Refund processing typically takes 3 to 7 business days depending on your bank or credit card issuer.
• You will receive a confirmation email from Paddle as soon as the refund transaction has been executed.

5. Subscription Cancellations vs. Refunds

It is important to distinguish between canceling auto-renewal and requesting a refund:

• Cancellation: Disables automatic renewal for future billing cycles. You retain access to your Pro features until the end of your current paid billing period. No further charges will occur.
• Refund: Immediately terminates active Pro access and returns your paid subscription funds to your account.

6. Non-Refundable Items & Exceptions

The following are non-refundable:

• Subscription renewal charges after the initial 14-day window has elapsed.
• Custom enterprise deployment services or custom rule engineering contracts explicitly marked as non-refundable in custom enterprise agreements.

7. Chargebacks & Dispute Resolution

We encourage customers to contact us or Paddle support prior to filing a bank chargeback. In almost all cases, we can resolve billing issues and process refunds directly and much faster than bank dispute proceedings.

8. Support Contact Information

If you have questions about billing, invoices, or requesting a refund, please contact us: