Overview
At SmartCog AI, we want every customer to be confident in their investment. This policy explains how cancellations, refunds, and billing adjustments work for each component of our service. If anything is unclear, please contact us at billing@smartcogai.com — we're happy to help.
Setup Fees
SmartCog charges a one-time setup fee for chatbot development work. The scope of work and refund terms depend on your plan.
Standard Plan (Vertical Preset) — $1,500 Setup
The Standard plan uses a pre-built industry flow (e-commerce, hotel, service business, etc.) with standard UI components. Setup work involves configuring the flow for your business, setting up your knowledge base, and connecting your API integrations.
Before deployment: If you cancel before your chatbot has been deployed, you are entitled to a full refund of the setup fee.
Within 14 days of deployment: If you are not satisfied with the service, you may request a full refund of the setup fee within fourteen (14) calendar days of your chatbot being deployed. To qualify, you must notify us in writing at billing@smartcogai.com within this 14-day window.
After 14 days: The setup fee is non-refundable after the 14-day period. We include reasonable revisions during and after deployment to ensure the chatbot meets your needs.
Professional Plan (Fully Custom) — $3,000+ Setup
The Professional plan involves custom conversation flows, custom UI components, bespoke API integrations, and an autonomous engagement system — all built specifically for your business.
Before work begins: If you cancel before any development work has started, you are entitled to a full refund of the setup fee.
After work begins: Due to the bespoke nature of custom development, the setup fee is non-refundable once work has commenced. We include reasonable revisions throughout the development process to ensure the final build meets your requirements and expectations.
Enterprise Plan — Custom Pricing
Refund and cancellation terms for Enterprise engagements are defined in your individual service agreement.
Monthly Subscriptions
SmartCog subscriptions are billed monthly in advance on a recurring basis.
Cancellation: You may cancel your subscription at any time by providing thirty (30) days' written notice to billing@smartcogai.com. Your service will remain active until the end of the current paid billing period. We do not issue refunds for partial or unused portions of a billing period.
Effective date: Your cancellation takes effect at the end of the billing period in which the 30-day notice period concludes. For example, if your billing date is the 15th of each month and you notify us on March 1st, your subscription will remain active through April 15th.
Reactivation: If you wish to reactivate your subscription after cancellation, contact us at billing@smartcogai.com. Reactivation may require a new setup fee depending on the duration of inactivity and any changes needed.
Add-Ons and Upgrades
Add-on features or plan upgrades can be added at any time and will be billed on your next billing cycle. If you wish to remove an add-on, the removal takes effect at the start of your next billing cycle. No refunds are issued for add-ons in the current billing period.
Conversation Overage Charges
If your plan includes a conversation limit and you exceed it, overage charges may apply as described in your plan terms. Overage charges are non-refundable, as they represent resources already consumed.
Termination by SmartCog
If SmartCog terminates your account due to a violation of our Terms of Service, no refund will be issued. If SmartCog discontinues the service entirely, we will provide a pro-rated refund for any prepaid and unused portion of your subscription.
How to Request a Cancellation or Refund
To cancel your subscription or request a refund, send an email to billing@smartcogai.com with the subject line "Cancellation Request" or "Refund Request." Include your account name or email address and the reason for your request (optional, but helps us improve).
We will acknowledge your request within two (2) business days. Approved refunds are processed within five (5) to ten (10) business days. Refunds are issued to the original payment method used at checkout.
Chargebacks
We respectfully ask that you contact us at billing@smartcogai.com before filing a chargeback or dispute with your bank or credit card company. In many cases, we can resolve billing issues more quickly through direct communication. Chargebacks initiated without first contacting us may delay resolution and could result in service suspension.
Contact Us
For any billing or refund inquiries:
Email: billing@smartcogai.com General support: support@smartcogai.com
Tetiana Ushakova, Individual Entrepreneur (ФОП Ушакова Тетяна) EDRPOU: 1909704087 Office 26, 59 Antonovycha Street, Kyiv, 03150, Ukraine