Refund Policy

Effective Date: February 19, 2026 | Last Updated: February 28, 2026

Disclaimer: This Refund Policy is provided for informational purposes and does not constitute legal advice. We recommend consulting with a qualified legal professional for advice specific to your situation.

1. Overview

At CognX (cognx.ai), we want you to be confident in your purchase. This Refund Policy outlines how cancellations and refunds are handled for our subscription plans.

Please also review our Terms of Service and Privacy Policy.

2. 14-Day Free Trial

All new users are eligible for a 14-day free trial that provides full access to CognX features. During the trial:

No payment information is required to start the trial.
You can explore the Service and evaluate whether it meets your needs.
If you choose not to subscribe, your trial simply expires — no charges, no hassle.

We strongly encourage you to use the trial period to fully evaluate CognX before committing to a paid subscription.

3. Subscription Cancellation

3.1 How to Cancel

You can cancel your subscription at any time by:

Using the cancellation option in your account settings, or
Contacting us at support@cognx.ai.

3.2 Effect of Cancellation

Your subscription remains active until the end of your current billing period.
You will not be charged for subsequent billing periods after cancellation.
No partial or pro-rated refunds are issued for the remaining days in your current billing period.

4. Refund Policy for Paid Subscriptions

4.1 General Policy

Because we offer a generous 14-day free trial, refunds are generally not provided for paid subscriptions. By subscribing to a paid plan, you confirm that you have had the opportunity to evaluate the Service during the trial period.

4.2 Exceptions

We may, at our sole discretion, issue a refund in the following circumstances:

Duplicate charges: If you were charged more than once for the same billing period.
Technical failure: If a verified, unresolved technical issue on our end prevented you from using the Service for a significant portion of your billing period and we were unable to resolve it.
Billing errors: If you were charged after a valid cancellation was submitted before the billing date.

4.3 Refund Requests

To request a refund under the exceptions above:

Email support@cognx.ai with the subject line “Refund Request”.
Include your account email, the charge date, and a description of the issue.
We will review your request and respond within 7 business days.

Approved refunds will be processed to your original payment method within 10 business days of approval.

5. Plan Changes

5.1 Upgrades

If you upgrade your plan (e.g., Starter to Pro, or purchase add-on users, channels, or AI credit packs), the price difference is prorated and charged immediately for the remainder of your current billing period.

5.2 Downgrades

If you downgrade your plan, the change takes effect at the start of your next billing period. No refund or credit is issued for the difference in the current period.

6. Add-Ons

Additional users ($5/user/mo), channels ($5/channel/mo), and AI credit packs ($20/500 credits) follow the same refund and cancellation rules as your base subscription. Removing an add-on takes effect at the end of your current billing period.

7. Enterprise Plans

Enterprise customers with custom agreements may have separate refund and cancellation terms as specified in their individual contracts. If you are an Enterprise customer, please refer to your agreement or contact support@cognx.ai for details.

8. Chargebacks

If you initiate a chargeback or payment dispute with your bank or payment provider instead of contacting us first, we reserve the right to suspend your account pending resolution. We encourage you to reach out to us directly at support@cognx.ai before filing a dispute — we're happy to work with you.

9. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be communicated via email or a notice on the Service and take effect 30 days after notification. The policy in effect at the time of your purchase applies to that transaction.

10. Contact Us

For any questions about this Refund Policy or to submit a refund request:

Email: support@cognx.ai
Website: cognx.ai