Refunds and cancellation

1. Two contracts, and why that matters to a refund

Your contract for the product is with Nikah AI Ltd: we are responsible for the service working, for it matching how we described it, and for your rights as a buyer. Your payment is taken by Stripe, which issues your receipt and is the merchant of record for the transaction. Stripe's checkout and saved-card service trades in the UK as Onelink, so your receipt or statement may show “Sold through Onelink” or a line beginning LINK.COM. That is the same company, not a second seller. Because Stripe is the merchant of record, Stripe can refund your payment directly within sixty days of taking it, in certain cases, whether or not we agree; and if Stripe asks us about a request and we do not reply within forty-eight hours it may refund you anyway. You can also cancel a subscription yourself in your Onelink account at link.com, without contacting us.

So you have two routes, not one. You can ask us, or you can ask Stripe. You do not have to try us first.

2. What you are buying

A subscription that renews automatically until you cancel. The Team plan is £12 per seat per month, or £10 per seat per month when you pay for a year up front — which is £120 per seat per year. There is a 3-seat minimum, so the smallest Team subscription is £36 a month, or £360 charged once up front for twelve months. Prices are set in pounds sterling per seat and are the total you pay: we add nothing at checkout. Nikah AI Ltd is not VAT registered and does not charge VAT. Where UK VAT is due on the transaction it is already inside the figure shown and is accounted for by Stripe as merchant of record, not by us. If you pay in a currency other than pounds sterling, the amount shown on the checkout page is the total you pay.

On monthly billing we take the next payment on the same day each month. On annual billing we take one payment for twelve months and the next one twelve months later, at the same price, unless you cancel. Stripe sends you a receipt for every payment from its own systems, and will email you before the six-month and twelve-month anniversaries of an annual subscription.

3. How to cancel

Workspace settings, under Billing, on cognivault-ai.com - which opens Stripe's billing portal. You can also cancel yourself in your Onelink account at link.com, or ask us through the form on our contact page and we will action it the same working day.

What cancelling does. Your plan runs to the end of the period you have already paid for, and then stops. We take no further payment. Apart from your fourteen-day cancellation right in section 4, our own promise in section 5 and the situations in section 6, we do not as a matter of course refund the remainder of a period you have already paid for — but if you have barely used an annual plan, ask us, because we would rather sort it out than argue.

Cancelling is not the same as deleting your account. You must cancel first. If you try to delete your account while a paid subscription is live we will refuse and tell you to cancel — because deleting it would leave the subscription charging your card with no account left to cancel it from. See deleting your account.

4. Your fourteen-day right to change your mind — you keep it

If you are buying as a consumer — as an individual, mainly for reasons outside any business you run — you have 14 days from the day you order to change your mind, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. A sole trader buying a tool for their trade may well still be a consumer, and if there is any doubt about it we treat you as one.

Starting straight away does not take that right away. Cognivault is an ongoing service — hosted access, seats, Ask answers and grounded brief reviews, every day of the term — so your right to cancel survives us switching it on. Some businesses ask you to give the right up before they will start; we do not, and you should be suspicious of anyone selling a subscription who does.

What we do ask, at checkout, is that you tell us to start now. That is a legal requirement before we may begin supplying inside the cancellation period, and this is exactly what the box says:

Start my subscription now. I understand that I still have 14 days to change my mind, that we will refund my first payment in full if I ask within those 14 days, and that after that the law entitles me to a refund less a proportionate amount for the time I have had access.

When you tick it we record the date, that exact wording, and a SHA-256 fingerprint of it, in our own records and on the payment record Stripe holds. You can download it from your Billing page, it is in the data export you can take from your account settings at any time, and you can ask us for a copy.

What cancelling in the first 14 days costs you

Nothing, on a first payment. Our own promise, in section 5, is a full refund of the first payment of a first subscription if you ask within 14 days — the whole payment, even the days you used. That is more generous than the law requires and we honour it.

Where the statutory calculation applies instead, this is it, so you can check our arithmetic. The law lets us keep an amount in proportion to what we have supplied, compared with the full coverage of the contract, worked out on the basis of the total price you agreed. Two things follow, and both are in your favour:

• An annual plan is measured against the year, not against a month. A seat at £120 a year, cancelled on day 14, means we keep £4.60 per seat and you get £115.40 back. At the 3-seat minimum that is £13.81 kept and a refund of £346.19 out of £360. On a monthly plan there is no fixed term, so it is worked out against the month you have paid for.
• We never take a fee out of a refund. Not a payment-processing fee, not an administration fee, not a restocking fee, not store credit. The cost of taking the payment is ours, not yours.
• The clock stops when you tell us, not when we get round to processing it. If you use the contact form, the date on the reference it gives you is the date we count from.

If we had not told you about your cancellation right and about this proportionate charge before you bought, we could not charge you anything at all for the period you used. That is why those two things are on the checkout screen, above the pay button, and not buried here.

5. Our own promise, on top of the law

• First fourteen days: a full refund, no questions. The whole first payment of a first subscription, whether or not you ticked the box above, and whether or not you have used the product.
• A renewal you did not want: tell us within fourteen days of that charge and we refund it in full, provided you have not meaningfully used the new period.
• Annual plans: we do not refund unused months as a matter of course, but if you have barely used it, ask.

6. Things we always refund, however long ago

• A double charge.
• A charge taken after you cancelled.
• A charge at the wrong amount.
• Anything you paid for and did not get.

None of these is time-limited and none of them needs a reason.

7. If the service is faulty, not as described, or not fit for purpose

We must supply a service of satisfactory quality, fit for its purpose, and matching how we described it. If it is not, you can ask us to put it right, free and within a reasonable time. If we cannot, or do not do so within a reasonable time or without significant inconvenience to you, you can ask for a price reduction, which can be a full refund if the service was unusable. This is the Consumer Rights Act 2015 and it is not limited to fourteen days.

We pay any refund within fourteen days of agreeing you are entitled to it, back to the payment method you used, with no fee of any kind. We never deduct an administration or processing charge and we never give credit instead of money unless you ask us to.

For the first six months after you buy, if the service does not work properly, it is our job to show it was working when we supplied it — not yours to prove it was not.

8. What happens to your workspace when a refund is made

A full refund means you paid nothing for the period, so the period does not carry paid access: the workspace returns to the Free plan, the purchased seats are released and the subscription is cancelled so nothing is taken again. Nobody is removed from the workspace and no data is deleted — you keep everything and the Free plan’s limits apply from then on.

A partial refund is a goodwill adjustment to a period that is still paid for, so it changes nothing about your access.

9. How to ask

Use the form on our contact page, which gives you a reference on screen straight away, or email info@nikah-ai.com. Tell us the workspace name and, if you have it, the payment date. We aim to reply within one business day.

You can also go straight to Stripe, which took your payment and can refund it within sixty days.

10. If you are not happy with our answer

We are not a member of an alternative dispute resolution (ADR) scheme, and there is no ADR scheme we are required to belong to for a service of this kind. So if you are not happy with how we have dealt with a complaint, we cannot refer you to an ADR provider. What you can do instead: ask Stripe, which took your payment, to refund it; raise a chargeback with your card issuer; take the matter to the small claims track of the County Court; or, if the complaint is about how we have handled your personal data, complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint or on 0303 123 1113.

11. Changes to this policy

We date this page at the top and the version that applies to you is the one published on the day you bought or last renewed. We do not apply a change retrospectively to a period you have already paid for.

Who we are

Nikah AI Ltd trading as Cognivault. Registered in England and Wales, company number 17199968. Registered office: Office 1216, 60 Tottenham Court Road, London W1T 2EW. ICO registration ZC176381. £ prices.