Refund Policy

incogno subscriptions include a free trial so you can evaluate the service before paying. Because of that, payments are generally non-refundable, except in the specific cases described below or where applicable law gives you a non-waivable right to a refund. This policy forms part of our Terms of Service.

Paid plans are billed monthly, in advance, in the currency shown at checkout, and renew automatically at the end of each billing period until cancelled. Renewal terms, price, taxes (including GST where applicable), and any regional pricing are displayed before you purchase; for recurring card payments in India, your bank or Razorpay may additionally notify you before each debit as required by RBI e-mandate rules.

Payments can be made by UPI, credit/debit card, and net banking through Razorpay, our PCI-DSS-compliant payment processor — card details never touch our servers. Disputed charges can be raised with us (section 5) or with your bank under its chargeback process.

Promotional prices or coupons that apply only to the first cycle (or a stated number of cycles) renew at the regular price afterwards — the checkout confirmation controls the terms of that purchase. We give reasonable notice before any price change, and a change never retroactively alters a completed billing period.

If a renewal payment fails, the payment processor retries it; if it continues to fail, your subscription is paused or cancelled and your account moves to the free/expired state — no debt accrues.

You can cancel your subscription anytime from Account → Billing → Cancel subscription in the customer portal, or by emailing support@incogno.ai. There is no cancellation fee.

Cancellation stops future renewals and takes effect at the end of the current paid billing period — you keep full access until then, and you are not charged again. Partial billing periods are not prorated, and unused tokens or allowances expire with the billing period and are not redeemable for cash.

For recurring payments in India you may also revoke the underlying e-mandate through your bank or card issuer; to keep your plan status accurate, please also cancel in the portal.

We will refund a payment where:

• you were charged in error (for example, a duplicate charge for the same period);
• you were charged after cancelling in time, or a technical fault on our side prevented the service from being delivered for a substantial part of the billing period;
• a refund is required by applicable consumer-protection law.

Statutory rights are not affected by this policy: consumers in some jurisdictions (for example, the EU/UK cooling-off rules or Indian consumer-protection law) may have additional non-waivable rights, which prevail where they apply.

Email support@incogno.ai from your account email with the payment reference (visible in Account → Billing → Payment history) and a short description of the issue. We acknowledge requests within 48 hours and review them within a few business days. Approved refunds are issued to the original payment method via our payment processor (Razorpay); depending on your bank, the amount typically appears within 5–10 business days. Please raise a disputed charge within 30 days of the payment date — we may be unable to investigate older transactions. This does not limit your non-waivable statutory rights.

If you are not satisfied with how a billing or service issue was handled, you can escalate it to our Consumer Grievance Officer via grievance@incogno.ai — see the Grievance Redressal page for the full process. Consumer complaints are acknowledged within 48 hours and resolved within one month, in line with India's consumer-protection framework; nothing in this policy limits your statutory consumer rights.

If you believe a charge is wrong, please contact us first — most issues are resolved faster than a bank dispute. Initiating a chargeback on a legitimate charge may result in suspension of the associated account while the dispute is investigated.

Billing questions: billing@incogno.ai · Support: support@incogno.ai · Grievances: grievance@incogno.ai