Refund Policy
Last updated June 27, 2026
CogniPal reviews refund and dispute requests for wallet top-ups, marketplace purchases, support payments, and usage charges using product records and payment-provider evidence.
This draft is provided for product transparency and remains subject to final legal review before launch.
1. Eligible requests
Support can review mistaken duplicate charges, failed top-ups, marketplace purchase issues, unavailable paid content, or usage charges that appear inconsistent with the receipt.
Provider usage that ran successfully may not always be reversible because CogniPal may already owe the provider or external service.
BYOK provider charges are handled by the provider outside CogniPal and should be reviewed with that provider.
2. Creator reversals
Refunds, disputes, and chargebacks can hold or reverse creator earnings before payout.
If reversed after payout, CogniPal may record a recoverable negative creator balance or an admin liability state instead of deleting historical earnings.
Creator payout pauses do not delete creator earnings; they pause availability while finance, policy, or dispute review is open.
3. Support process
Send refund or dispute questions to support@cognipal.ai with the receipt, workspace, purchase, or run context you want reviewed.
CogniPal may request additional evidence, coordinate with the payment processor, and update wallet, receipt, creator earning, or payout ledger records after review.
Questions about this document?
If you have any questions or concerns, create a support ticket and we'll help you from there.
Create a support ticketPrefer email? Reach out to support@cognipal.ai