Refund Policy
1. General rule
You can cancel a subscription at any time, in one of two ways:
- Cancel at period end (default): you keep access until the end of the period you have paid for and are not charged again. Because you use the whole period, no refund is given.
- End immediately: access ends now and the unused period is refunded pro rata as set out in section 2.
2. Refunds when you end immediately
| Case | Refund |
|---|---|
| Within 7 days of your first payment | The amount for the compute time you have not yet used (payment × remaining compute time ÷ monthly compute time) |
| Any other time | Remaining-period fee minus 10% of the remaining-period fee |
| Outage caused by us (core features unavailable for more than 3 consecutive days), discontinuation of the Service, or termination by us for reasons other than your breach | The full remaining-period fee (no 10% deduction). For outages we may instead extend your term; request within 30 days after the outage ends |
- The remaining-period fee is the daily rate (payment ÷ days in the billing period) multiplied by the days left.
- When you end a subscription early, we refund the amount after deducting the fee for the period used and 10% of the remaining-period fee, which covers payment-processing fees and other costs caused by early termination. No other fee is deducted.
- Example: on a $800 monthly plan (30 days) ended after 10 days, the remaining 20 days are worth $533.33; minus 10% ($53.33), we refund $480.00 (the Merchant of Record refunds the related tax in the same proportion).
- How this is calculated within 7 days of your first payment: monthly compute time is digital content that can be divided into units of time. Compute time already used has been supplied and is not subject to withdrawal (Korean E-Commerce Act, Article 17(2)(5), proviso; EU CRD Article 14(3); UK CCR 2013 reg 36(4)), so we refund the amount for the time not yet used. We show this basis before payment and ask you to agree to it — without a record of that agreement we deduct nothing and refund in full.
- Example: on Pro ($200/month, 30 hours of compute time), if you use 6 hours and end immediately on day 3, we refund $160.00 for the remaining 24 hours. If you used none, the full $200.00.
- If you subscribe again: if within the past year you were refunded under the within-7-days basis, or by a full refund or chargeback through the Merchant of Record, ending a new subscription immediately within 7 days refunds the amount corresponding to the compute time you have not yet used (the EU/UK no-deduction exception in section 4 applies to an account's first subscription only). Any free trial offered by the Merchant of Record is likewise for first-time subscribers only.
- Compute time you could not use because of an outage on our side is not deducted. If the compute time used cannot be established (for example a device has not yet reported its usage), we deduct nothing and refund in full.
- How to end immediately: on our website go to Delete account → Delete now (the estimated refund is shown first), or email us if you want to end the subscription immediately but keep your account.
2a. Extra-time packs
An extra-time pack is a one-off purchase, separate from your subscription, and can be used only in the billing cycle in which you buy it.
| Case | Refund |
|---|---|
| Within 7 days of buying, and none of the pack's time used | The full pack price |
| Any of the pack's time used, or more than 7 days after buying | No refund (except the statutory withdrawal in section 4) |
| An outage caused by us (the causes in section 2) kept you from using the pack's time in that cycle | Refund in proportion to the time you could not use |
- What "used" means: the compute time used in that billing cycle exceeded your plan's included time. Pack time is drawn only after the included time runs out, so use within the included time does not count as using the pack.
- The purchase screen shows this rule before you pay.
- Refunding a pack does not affect your subscription. Once refunded, the pack's time is removed from the next licence refresh.
- Ask in the same way as section 5.
3. When we do not refund
- The fee for the period already used
- Cancellation at period end, where you keep using the remaining period (cancel at least 24 hours before the renewal date to avoid the next charge)
- Early termination of an institutional annual contract — the contract's terms apply (except the causes attributable to us in section 2)
- Suspension or termination for prohibited use (sharing licence files, exceeding Seats, circumventing licence checks, multiple accounts to repeat trials, etc.)
4. Statutory rights and Merchant of Record policy
- Consumers in Korea may withdraw within 7 days under the Korean E-Commerce Act; monthly compute time and extra-time packs are both digital content divisible by the hour, so under the proviso to Article 17(2)(5) of that Act you may withdraw for the hours not yet used (section 2 for the subscription, section 2a for packs). We show this basis before payment as a separate item of consent and ask you to agree to it (Article 17(6)); without a record of that agreement we do not deduct used time and refund in full.
- For consumers in the EU and the UK, the deduction in section 2 does not apply (an account's first subscription; for a later one see "If you subscribe again" in section 2).
- If you exercise the statutory right of withdrawal (14 days from payment, applying to the first payment of a subscription) through the Merchant of Record, you receive the full payment back. For Paddle purchases you can request this yourself with the withdrawal button in the Paddle customer portal, and clause 2.1 of Paddle's refund policy provides that local withdrawal rights override both Paddle's policy and any supplier (our) policy. Compute time you have used is not deducted.
- Consumers in other countries can exercise any statutory right of withdrawal through the Merchant of Record — at paddle.net for Paddle purchases, or via the customer portal linked in your receipt for Polar purchases. Where that gives you more than this policy, it applies.
- Paddle or Polar may approve refunds under its own policy (for example, Polar may refund within 60 days of a payment to prevent card disputes). Where this policy and the Merchant of Record's policy differ, whichever is more favourable to you applies.
- This policy does not limit any right consumers have under applicable law.
5. How to ask
| Purchase | Where to ask |
|---|---|
| Paid with Paddle (card or international invoice) | Your account page (Delete account), look up your order at paddle.net, or email us |
| Paid with Polar (card) | Your account page (Delete account), the customer portal link in your receipt, or email us |
| Korean direct contract | Email us (any rule in your contract takes precedence) |
- For email requests, include your order email and order (or invoice) number.
- Purchases through a Merchant of Record are refunded by that Merchant of Record to the original payment method. Larger amounts are reviewed by the Merchant of Record; refunds usually appear within 5–10 business days of approval.
- When a subscription is ended and refunded, the related Seats and PC registrations end.
- If a payment is refunded in full or a chargeback is approved by the Merchant of Record, the subscription is cancelled, its Seats and PC registrations are revoked, and we email you a cancellation notice. You will not be charged again.
- Please contact us before disputing a charge with your card issuer; a chargeback delays the process.
6. Contact
Traffic R&D · support@coganu.com · 0504-2539-9719