30 days to change your mind.

Scope

What is covered

• The guarantee covers the £39 complete-access purchase, for 30 days from the date you bought it.
• It is a full refund of what you paid. There is no partial refund calculated against how much you used, and no administration fee.
• The guides, the diagnostic and your starting route are free. There is nothing to refund there, which is deliberate: you can see a great deal of Cognivy before spending anything.

The part most policies bury

Using the material does not disqualify you

Working through lessons, answering practice questions, taking mock tests or reading every explanation in the library does not reduce or void your refund. That is the point of a money-back guarantee on study material: you cannot judge whether preparation helped you without doing the preparation.

Rights you already have

Your statutory rights

Consumers in many countries have a legal right to withdraw from an online purchase within a set period, commonly 14 days. Cognivy’s 30-day guarantee is longer than that and easier to use, so in practice it is the more generous route.

Cognivy does not ask you to waive a statutory withdrawal right in order to get access immediately. Some sites require that click so the legal right lapses the moment you open the content. We do not need it, because the guarantee already covers you for longer. Nothing in this policy or in our terms reduces rights you have under the consumer law that applies to you.

The process

How to request a refund

Email hello@cognivy.io and say you would like a refund. To help us find the purchase and deal with it in one exchange rather than three, please include:

• The email address used for the purchase. Emailing from that address is easiest.
• Your order or receipt reference, if you have it to hand.
• The approximate date of purchase, if you do not.
• Optionally, what did not work for you.

There is no form to complete and no cancellation flow to navigate. A plain email asking for your money back is a valid request.

After you send it

What happens next

1. 1

   We confirm the refund. A person reads the request and replies. We do not promise a response time we cannot hold to, so we do not advertise one, but requests inside the guarantee window are not something we deliberate over.

2. 2

   The money goes back the way it came. Refunds are returned to your original payment method through the payment processor that handled the purchase. We cannot refund to a different card or account.

3. 3

   How long it takes to appear is decided by your bank or card issuer once the refund is issued, not by us. It is usually a matter of days, and we can send you confirmation that it was issued if your bank asks.

4. 4

   Paid access ends when the refund is issued, and the free parts of Cognivy remain open to you as they are to everyone.

Specific situations

Duplicate purchases and access problems

• Paid twice by accident. Tell us and we refund the duplicate in full. This is not limited to the 30-day window, because you never intended to buy it twice.
• Paid but cannot get in. Email us and we will fix the access first. That is a support problem, not a refund request. If we cannot make it work for you, you get your money back whether or not the guarantee window has passed.
• Charged an amount you do not recognise. Send us what your statement shows and we will trace it. If it is ours and it should not have happened, we refund it.

Honesty about the edges

The only exceptions

We reserve the right to decline a refund where access has been redistributed, resold or bulk-extracted in breach of the terms of use, or where the same person repeatedly buys and refunds access. Those are the exceptions. There are no others, and neither of them applies to a candidate who bought access, used it, and decided it was not for them.

Where the law that applies to you gives you a stronger right than this policy, the law wins. If you think we have applied this policy wrongly, say so at hello@cognivy.io and it will be looked at again.