Refund Policy

1. How you pay

All payments to CognitaSTEM are taken by Paystack, by M-Pesa, Airtel Money or card. We never see or store your card or mobile-money PIN. Every payment has a Paystack reference, which is shown on your receipt and which we use to find your payment.

2. Plans do not renew by themselves

A paid plan is a single payment for 30 days of access. It does not renew automatically and we never charge you again without you choosing to pay. To stop, simply do not renew: your plan stays active until the end of the 30 days you paid for.

3. When we refund in full

You were charged twice for the same thing, or charged for a payment that failed.
You paid but the plan, course or Cogs never reached your account, and we cannot fix that within 2 working days.
You ask within 7 days of paying for a plan or course and you have not yet used it — that is, you have not opened its paid lessons or spent Cogs that came with it.
You ask within 7 days of buying Cogs and none of those Cogs have been spent.

4. When we do not refund

Cogs that have already been spent on AI tutoring, generation or other tools.
Part of a 30-day plan that you have already started using.
Requests made more than 7 days after payment, except for the errors listed in section 3.

None of this limits any right you have under the Consumer Protection Act, 2012 or other Kenyan law.

5. How to ask for a refund

Email refunds@cognita.co.ke from the email address on your account, with your Paystack reference, what you bought and why you are asking. If the account belongs to a child, the parent or guardian who paid should write to us.

We reply within 3 working days. An approved refund is sent back through Paystack to the M-Pesa number, Airtel Money number or card you paid with. Paystack and your bank or mobile-money provider usually complete it within 5 to 10 working days.

6. Disputes

If you are unhappy with our answer, write to us again at refunds@cognita.co.ke and a person will review it. This policy is governed by the laws of Kenya.