Refund Policy

Last updated: 23 July 2026

This Refund Policy explains when and how Gnosis Limited ("Gnosis", "we", "us") provides refunds for the Gnosis software-as-a-service platform ("the Service"). It applies to all paying customers regardless of jurisdiction, with additional protections set out below for customers located in New Zealand and Australia. This policy forms part of, and should be read alongside, our Terms of Service and Privacy Policy.

1. Free trial

Every new Gnosis account starts with a 14-day free trial of the platform on a paid tier.

No charge is made during the trial period.
You may cancel at any point during the trial with no obligation.
If you cancel before the trial ends, no payment method on file will be charged and your account converts to the free / inactive state on the next day.
If you do not cancel and have entered payment details, your first billing cycle begins at the end of the trial.

The trial period is the time we ask you to evaluate whether Gnosis is right for you. Refund eligibility for paid periods is described in the sections below.

2. Monthly subscriptions

Monthly subscriptions are billed in advance for the upcoming month.

You may cancel at any time. Cancellation takes effect at the end of the current paid month — you continue to have access until that date, and you are not billed again.
We do not automatically refund unused days within the current paid month, but we will assess and refund unused days on request where the cancellation is the result of an issue with the Service, a billing error, or another circumstance described in this policy.

3. Annual subscriptions

Annual subscriptions are billed in advance for a twelve-month period (equivalent to paying for ten months) and represent the best value.

You may cancel an annual subscription at any time. Cancellation stops auto-renewal at the end of the current annual period.
Pro-rata refund window — first 30 days. If you cancel within the first 30 days of an annual term, you are entitled to a pro-rata refund of the unused portion of the annual fee, less any discount that was applied at purchase (so the refund reflects the discounted price you paid, not the list price).
After the first 30 days, annual subscriptions are non-refundable for the unused remainder of the term, except where required by applicable consumer protection law (see sections 7 and 8 below) or in the discretion-based circumstances in section 5.

The 30-day window exists so you can decide on the longer commitment without locking yourself in, while keeping the discount available to genuine adopters rather than people cycling subscriptions.

4. Prepaid Gnosis Intelligence credits

Your subscription includes a monthly allowance of Gnosis Intelligence (GI) credits. Those included credits are part of the subscription price, are not separately refundable, and have no cash value.

You may also buy prepaid GI credit packs (50 credits per pack; price shown at checkout). Prepaid credit packs:

are charged at the time of purchase and made available immediately;
do not expire;
are non-refundable once purchased, except where required by consumer law (sections 7 and 8) or where a discretionary circumstance in section 5 applies — for example, a billing error, a double-charge, or a pack bought by mistake through an unclear step and not yet used;
have no cash value and cannot be transferred, withdrawn, or converted to a subscription discount.

If a pack was charged in error, contact us (section 6) and we will put it right.

5. Discretionary refunds

In addition to your statutory rights, we may issue a full or partial refund where: the Service has been materially unavailable, broken, or unable to perform a core advertised function for a meaningful period, and you raised the issue with us before cancelling; you were billed in error, double-charged, or charged on the wrong card or currency; a change we made materially reduced functionality you were relying on and there is no reasonable workaround; you purchased the wrong tier or seat count due to an unclear interface or onboarding step; or your circumstances make continued use unreasonable (for example, a project closing earlier than expected) and you have not had material use of the period being refunded. We assess these requests in good faith and aim to err on the side of refunding rather than arguing about money.

6. How to request a refund

Refund requests are easiest by email.

Email: info@gnosis.ltd
Subject line: Refund request — <your account email>
Include: account email, invoice number or charge date if known, reason for the request.

A team member (typically the founder) will respond within two business days (NZ time). You may also raise a refund question through the in-app support form. Either route reaches the same inbox.

7. Your rights in New Zealand — Consumer Guarantees Act 1993

If you are a consumer in New Zealand, the Consumer Guarantees Act 1993 (CGA) applies to the Service and provides guarantees that cannot be contracted out of. In summary: the Service must be of acceptable quality; reasonably fit for any particular purpose you make known to us before purchase; and supplied with reasonable care and skill and within a reasonable time. If we fail any of these guarantees and the failure is substantial, you may cancel and obtain a refund, or seek damages, in accordance with the CGA. If the failure is not substantial, you may require us to remedy it within a reasonable time, and if we do not, you may seek a remedy yourself and recover reasonable costs. Nothing in this Refund Policy or our Terms of Service limits, excludes or modifies any consumer guarantee, right or remedy conferred by the CGA where those rights apply to you. The CGA's protections generally do not apply where the Service is acquired for the purposes of a business and you have agreed in writing that the CGA does not apply; however, we choose to honour the substance of the CGA guarantees for our small-business customers regardless.

8. Your rights in Australia — Australian Consumer Law

If you are a consumer in Australia, our Service comes with consumer guarantees under the Australian Consumer Law (ACL) that cannot be excluded. In summary: services must be supplied with due care and skill; fit for any specified purpose disclosed to us before purchase; and supplied within a reasonable time where no time is fixed. Where there is a major failure — for example, the Service is unsafe, substantially unfit for its common purpose, or substantially different from what was demonstrated — you are entitled to cancel and receive a refund, to obtain a refund of any difference in value, or to recover compensation for any reasonably foreseeable loss or damage. Where the failure is not major, we are entitled to a reasonable opportunity to fix the issue; if we do not, you may cancel and obtain a refund, or have it fixed elsewhere and recover the reasonable cost. Nothing in this Refund Policy excludes, restricts or modifies the application of the ACL.

9. Your rights in the United States and elsewhere

For customers outside New Zealand and Australia, including the United States, this policy is the primary statement of your refund rights, alongside any non-waivable rights in your local jurisdiction.

United States. There is no general federal refund right for software services. Some US states confer specific consumer protections (for example, California's automatic-renewal disclosure requirements under Business and Professions Code §17600 et seq.). Where those rights apply, they apply in addition to this policy.
Other jurisdictions. Where local consumer law provides protections that cannot be excluded by contract, those protections take precedence over the corresponding parts of this policy.

We take consumer protection seriously regardless of where you are based and will work in good faith to resolve refund queries.

10. Processing timeline

Once a refund is approved: we initiate the refund through Stripe immediately; the refunded amount is returned to the original payment method used at purchase; funds typically arrive in 5–10 business days depending on your bank or card issuer (in rare cases involving international card networks, up to 15 business days). We do not refund to alternative cards, bank accounts or wallets other than the original payment method.

11. Chargebacks and disputes

We prefer to resolve refund issues directly. If you raise a chargeback with your card issuer before contacting us: we will pause your account access while the dispute is investigated, to comply with Stripe's dispute process and prevent inadvertent double-resolution; we will provide Stripe with the full transaction record and any relevant correspondence; a successful chargeback is treated as a refund of the disputed amount, and an unsuccessful chargeback leaves the original charge in place and your account is reinstated. Talking to us first is faster and produces a better outcome on both sides than going through the card network.

12. Cancellation versus refund

These are different things and customers occasionally confuse them. Cancellation stops future charges — it does not, by itself, return money already paid for the current period. Refund returns money already paid for some or all of a period. You can cancel at any time through your account's billing portal (Settings → Billing). Cancellation alone does not trigger a refund — request one separately if you believe one is due under this policy.

13. Changes to this Refund Policy

We may update this Refund Policy from time to time. Material changes will be communicated by email to active subscribers and posted on this page at least 14 days before they take effect for existing customers. The "Last updated" date at the top reflects the current version. Updates do not retroactively reduce the refund rights of customers on an existing annual term — your annual subscription is governed by the policy in force at the date you purchased it.

14. Contact

Refund questions, billing queries, and disputes:

Gnosis Limited — 99 Victoria Street, Hamilton, New Zealand 3204 — info@gnosis.ltd — NZBN 9429050876716 · GST 137044315

This policy is general information about our refund practices. Where you have a statutory consumer right (for example under the NZ Consumer Guarantees Act or the Australian Consumer Law) that gives you a stronger remedy, that statutory right takes precedence.