Terms of Service

Cogknit Oy

Cogknit Oy (3376829-4) is a company registered in Helsinki, Finland at Cogknit Oy c/o Hanken Business Lab, Arkadiankatu 22, 00100 Helsinki, Finland. In these Terms of Service (“Terms”), we refer to ourselves as "Cogknit," "we," "us," or "our," and our platforms, features and tools collectively as "Services”. We operate https://app.cogknit.io/ and https://app.lukla.ai (“Sites”). You can contact us by email at contact@cogknit.io or contact@lukla.ai as relevant.

These Terms constitute a legally binding agreement between you, whether personally or on behalf of an entity ("you"), and Cogknit, concerning your access to and use of our Services. You acknowledge that by accessing the Services, you have read, understood, and agreed to be bound by all of these Terms and our Privacy Policy.

If you do not agree with all of these terms, then you are prohibited from using the services and you must discontinue use immediately.

The Services are intended for users who are at least 13 years old or the age of majority in their jurisdiction, whichever is greater. Our Sites serves users:

• seeking professional and/or entrepreneurial development and community
• company or institutional associated users scoping, training, and facilitating activities for hiring and talent acquisition purposes, and developing relevant educational contents and products
• developing educational contents and products
• providing professional guidance

Persons under the applicable age are not permitted to use or register for the Services. We recommend that you print or save a copy of these Terms for your records.

Accounts & Eligibility

Users must create an account with complete and accurate information. Users must be at least 13 years old. Users under 16 require verifiable parental/guardian consent per our Privacy Policy.

Institutions, companies, and authorities must designate authorized representatives for accounts.

Users must maintain account credentials confidentially and promptly report unauthorized use.

User Roles & Responsibilities

Individual Users (Users) shall use the Sites responsibly for professional development, guidance, education, innovation and employment purposes only, respecting local laws, regulations, and these Terms.

Users of Education Institutions shall provide accurate information about courses, programs, projects, research, assessments and related offerings.

Users of Companies and institutions shall use the Sites ethically for talent identification, development, opportunities, research, development, innovation, hiring, courses creation, and skill development and hiring initiatives.

Users as Official Authorities shall leverage the Sites to provide integrated learning, advisory and innovation services for developing talents and promoting innovation.

All users shall respect the intellectual property rights of the rightful owner as indicated in each case within the Sites or mutually agreed separately.

User Content

Users may create, share, sell, purchase and collaborate on profiles, courses, assignments, projects, assessments, discussion forums, comments, notes, events, skills assessments or evaluations, attachments, jobs, projects, internships, mentorships, vibe matches, roadmaps, playground quizzes, sessions, communities, events and other content ("User Content").

Unless agreed otherwise, Users own their User Content but grant Cogknit a worldwide, non-exclusive, unrestricted, unlimited, irrevocable, perpetual, non-exclusive, royalty-free, fully paid, sublicensable, and transferable license to use, reproduce, distribute, sell, resell, publish, broadcast, retitle, create derivative works of display, perform, reformat, translate (in part or whole), and leverage your Content (including, without limitation, your image, identity, and voice) for any purpose, commercial, advertising, or otherwise, to prepare derivative works of, or incorporate into other works, and to sublicense the permissions granted in this section. Our use and distribution may occur in any media format and through any media channels. This authorization includes our use of your identity, company identity, and franchise identity, as applicable, and any of the trademarks, service marks, trade names, logos, and personal and commercial images you provide.

User Content developed within the scope of ‘Projects’, ‘Events’, ‘Courses and Digital products’, ‘Sessions’, ‘Roadmaps’, and ‘Playground’, are governed additionally by agreed separate ‘Terms and Conditions’ when available, of the respective scope of engagement and/or features themselves, separate agreements among the users, and/or in good faith generally.

Subject to your compliance with these Terms, including the prohibited conduct section below, we grant you a non-exclusive, non-transferable, revocable license to: access the Services and Sites; and download or print a copy of any portion of user content to which you have rightful access, including content accessible through purchased products or services within the Sites, solely for your personal, non-commercial use or internal purposes. Except as set out in this section or elsewhere in these Terms; no part of the Services, Sites, or content (other than your own rightful user content) may be copied, reproduced, aggregated, republished, uploaded, posted, publicly displayed, encoded, translated, transmitted, distributed, sold, licensed, or otherwise exploited for any commercial purpose whatsoever, without our explicit prior written authorization via contact@cogknit.io. We retain all privileges not specifically granted to you in and to the Services, Sites, and content. Any violation of these intellectual property rights shall represent a significant breach of these Terms, and your right to use our Services will terminate immediately.

Users are solely responsible for ensuring their User Content is legal, accurate, and inoffensive. Cogknit may remove any User Content violating these Terms without notice.

Prohibited Conduct

Users must access and use our Sites and Services only for legal, authorized, and acceptable purposes. Users shall not engage in unlawful, unethical or disruptive conduct like harassment, abuse, hacking, malware distribution, impersonation or unsolicited advertising within and outside the Services based on the data accessed via the Sites. Users are solely responsible for all of their generated content including audio, video, texts, images, links, documents, comments, engagements such as likes or upvotes and so on.

Intellectual Property

Sites and proprietary content of Services are owned by Cogknit and protected by governing standard Finnish and European Union IP laws as applicable.

Users may not copy, modify, distribute or lease any part of the Sites without permission.

We may take action such as disabling, suspending or terminating User account(s) and related information in the Sites, if serious or repeated infringement of the intellectual property rights of others is detected or reported or where we are required to do so for legal reasons.

If you suspect of any third-party copyright, trademark, or other intellectual property infringement in the Sites, please contact contact@cogknit.io.

Third-Party Services

The Sites may integrate third-party links and services with their own terms and policies.

Cogknit is not responsible for such third-party content, practices or services.

Refund and Cancellation Policy of Lukla

This Refund and Cancellation policy section governs all transactions conducted through the Lukla platform ("Platform"), a professional development marketplace. This policy applies to all users, including users as consumers ("Consumers") and service providers ("Experts" or "Creators").

All payments, with exception of those in Nepalese Rupee (NRs.) executed in Nepal, are processed securely through Stripe. By using our Platform, you agree to the terms outlined in this policy in addition to Stripe's Terms of Service and Privacy Policy as relevant.

For transactions where Stripe is not used, including payments processed in Nepal, payments are handled in accordance with Cogknit’s internal payment processing terms and/or the terms and conditions of our authorized local banking partners or third-party payment processors, as applicable. In such cases, the relevant local partner’s terms, privacy practices, and regulatory requirements shall apply in addition to this policy. Cogknit does not control, and is not responsible for, the independent terms or practices of such third-party or local payment processors.

Cogknit reserves the right to monitor cancellation activity. Repeated, unusual, or abusive cancellation patterns by any user (including Consumers and/or Creators) may result in actions including, but not limited to, temporary fund holds, account suspension, account termination, or legal action, where applicable and permitted by law.

Subscription fees are billed in advance on a recurring basis. One-time purchases are charged immediately upon completion.

If a payment fails, we may suspend or terminate your access to paid features. You are responsible for updating your payment information to maintain service.

Scope of Policy

This policy covers:

• Live mentoring sessions (one-on-one and group sessions)
• Multi-session packages and bundles
• Digital products and downloadable content
• Recorded or self-paced courses
• Any other services or products offered through the Platform

Currency and Payment Processing

The Platform charges a service fee equal to fifteen percent (15%) of the final successful purchase amount for each completed transaction of the Creator led product or services such as Sessions and other Digital Products.

Cancellations made less than sixty (60) minutes before the scheduled Session start time, or failure to attend the session, are not eligible for a refund.

All transactions are processed in the currency displayed at the time of purchase. Payment authorization occurs at the time of booking or purchase.

Refunds are processed using the original payment method where possible and are subject to the timelines, limitations, and rules of the applicable payment processor. Any applicable additional platform or payment processing fees, including currency exchange rates and fees, will be handled in accordance with Stripe’s or equivalent third-party processor’s rules. Cogknit does not guarantee the return of non-refundable processing and currency exchange fees charged by Stripe or other third-party payment providers.

Charges appear on your statement as processed by Stripe on behalf of Cogknit Oy.

Applicable Law

This policy is governed by Finnish consumer protection laws where applicable. For international consumers, local consumer protection laws may provide additional rights that supersede these terms.

Expert-initiated Cancellations

If an Expert cancels a scheduled session for any reason, Lukla will automatically issue a full refund to the Consumer. This applies to:

• Cancellations made at least 60 minutes before the scheduled session start time
• Technical issues on the Expert's side that prevent session delivery

Refund Processing

Automatic refunds are initiated immediately upon cancellation confirmation. Any applicable platform or payment processing fees shall be borne by the Creator and processed in accordance with Stripe’s or the equivalent third-party payment processor’s refund rules.

Funds are returned to original payment method via Stripe or another processor. Processing time: 5-10 business days, depending on your financial institution. You will receive email confirmation once the refund has been processed.

Rescheduling Option

Experts may offer to reschedule rather than cancel. In such cases:

• The Consumer has the right to accept the rescheduled time or request a full refund
• If you accept rescheduling, no refund will be processed
• If the Expert fails to appear at the rescheduled time, an automatic refund will be issued. Any applicable platform or payment processing fees shall be borne by the Creator and processed in accordance with Stripe’s or the equivalent third-party payment processor’s refund rules.

Consumer-Initiated Refund Requests

Non-Delivery of Service (Automatic Refund)

You are entitled to a full automatic refund if:

• The Expert does not appear for a scheduled session (no-show)
• The Expert fails to deliver the purchased product or service as described
• You do not receive access to digital content or materials that were part of your purchase
• The session is substantially shorter than scheduled without your consent (more than 25% shorter)

Process: Contact Lukla support (contact@lukla.ai) within 48 hours of the scheduled session time. We will verify the non-delivery and process an immediate refund.

Advance Cancellation (at least twenty-four (24) hours prior)

You may cancel and receive a full refund if:

• Your cancellation request is submitted at least 24 hours before the scheduled session start time
• The service has not yet been delivered or accessed
• For multi-session packages, no sessions have been completed

Process: Use the cancellation feature in given Session’s settings in the Platform. The refund will be processed automatically within 24 hours of the cancellation request.

Late Cancellation (between sixty (60) minutes and twenty-four (24) hours prior)

Cancellations made between sixty (60) minutes and twenty-four (24) hours prior to the scheduled session start time are eligible for a partial refund of fifty percent (50%) of the session amount.

Any applicable platform or payment processing fees will be handled in accordance with Stripe’s or the equivalent third-party payment processor’s refund rules, as applicable.

Emergency Circumstances: We understand that emergencies occur. If you need to cancel due to documented emergency circumstances (serious illness, family emergency, natural disaster, etc.), please contact our support team with relevant documentation. We will work with the Expert to find a reasonable solution.

Quality or Service Issues

If you are dissatisfied with the quality of service received, you may request a refund within 48 hours of the session by:

• Providing a detailed explanation of the issue
• Describing how the service did not meet the description or expectations set by the Expert

Process:

1. Lukla’s support team will review your complaint
2. We will contact the Expert to hear their perspective
3. We will mediate between both parties to reach a fair resolution

Resolution options may include: full refund, partial refund, complimentary rescheduled session, or no refund if the service was delivered as described. Decision Timeline: We aim to resolve all quality disputes within 5-7 business days.

Non-Refundable Items and Services

The following items are non-refundable once purchased or accessed:

Digital Products

• E-books, guides, templates, and downloadable resources
• Any digital content including quizzes, mockup tests, journeys, roadmaps etc., that has been downloaded or accessed
• Software, tools, or digital materials provided with instant access

Recorded or Self-Paced Courses

• Pre-recorded video courses
• Self-paced learning modules
• On-demand training programs
• Any content where the Consumer has instant access upon purchase

Exception: If technical issues prevent access to the content and these issues cannot be resolved within 72 hours, a full refund will be issued.

Completed Services

• Sessions that have already taken place
• Services that have been fully delivered
• Consultations where the Expert has provided the agreed-upon advice or deliverables

Multi-Session Packages and Bundles

Multi-session packages (e.g., 5-session mentoring packages, monthly retainer arrangements) are subject to special conditions:

• Refunds require explicit Expert approval, regardless of how many sessions have been completed
• If sessions have been completed, only the pro-rated value of unused sessions may be eligible for refund
• Each Expert sets their own policy for package refunds, which will be displayed on their profile
• Lukla will facilitate the refund discussion but cannot guarantee approval

Submission of Refund Requests

To request a refund that is not automatically eligible:

1. Log into your Lukla account
2. Navigate to "Order History" or "My Sessions"
3. Select the relevant transaction
4. Click "Request Refund" and provide a detailed explanation
5. Submit supporting documentation if applicable

Alternatively, email contact@lukla.ai with your order number and refund reason.

Review Process

For non-automatic refund requests:

• Initial Review (24-48 hours): Lukla’s support team reviews your request for completeness and validity
• Expert Consultation (48-72 hours): We contact the Expert to review the circumstances and obtain their response
• Decision (24-48 hours after Expert response): We make a final determination based on this policy, the Expert's input, and the specific circumstances

Appeals Process

If you disagree with a refund decision:

• You may submit an appeal within 14 days of the decision
• Provide any additional information or documentation that supports your case
• Appeals are reviewed by a senior member of the Lukla team
• Appeal decisions are final

Processing Timeline

Once a refund is approved:

• Stripe or Third-Party Processing: 1-2 business days for Lukla to initiate the refund through Stripe or equivalent Third party
• Bank Processing: 5-10 business days for funds to appear in your account (varies by financial institution and country)
• Credit Card Refunds: May appear as a credit on your next statement cycle

Refund Method

Refunds are issued to the original payment method used for the purchase. We cannot issue refunds to different payment methods or accounts. For expired or invalid payment methods, please contact support for alternative arrangements.

Partial Refunds

In cases of partial refunds (e.g., pro-rated refunds for package cancellations or late cancellations):

• Platform fees also including of Stripe and equivalent Third Party are non-refundable in partial refund scenarios
• Calculation will be based on the per-session value of completed versus remaining sessions as relevant

Currency Exchange

For international transactions: Refunds are processed in the original transaction currency. Exchange rate fluctuations may result in slight differences in the final amount received. Lukla is not responsible for losses due to currency conversion differences or bank fees or Stripe’s and equivalent Third Party’s fees.

Payment to Experts

Under normal circumstances, Experts receive payment for completed sessions according to the Platform's payout or agreed schedule. Payments are processed through Stripe Connect or other method as agreed locally.

Circumstances for Withholding Expert Earnings

Lukla may withhold all or part of Expert earnings ("Creator Earnings") that are due but not yet paid out under the following circumstances:

• Serious or Repeated Breaches: If the Expert has seriously or repeatedly breached any part of the Platform's Terms of Service or this Agreement
• Suspected Fraud or Unlawful Activity: If we suspect that all or any part of the earnings result from unlawful or fraudulent activity
• Third-Party Claims or Liens: If we receive notice of legal claims against the Expert's earnings

Investigation Period

When withholding earnings, funds will be held for as long as necessary to investigate the suspected breach or unlawful activity. We will make reasonable efforts to complete investigations promptly.

Outcomes of Investigation

Following our investigation, we may determine: Forfeiture of Earnings, Partial Release of Earnings, or Set-Off Against Losses if the Expert's breach(es) have caused loss to Lukla.

No Liability for Lawful Withholding

Lukla shall not have any responsibility to Experts if we withhold or forfeit earnings where we have a right to do so under this Agreement or applicable law.

Expert Rights

Experts whose earnings are withheld may request information about the reason, provide evidence, appeal the decision, or seek legal advice.

Dispute Resolution

All disputes related to refunds or cancellations should first be addressed through good faith negotiation between Consumer and Expert directly or through Lukla’s support mediation.

Legal Recourse

Consumers and Experts retain all legal rights under applicable law (Finnish Consumer Protection Act, EU Consumer Rights Directive, etc.). For disputes that cannot be resolved through our process, parties may pursue mediation, arbitration, or legal action.

Special Circumstances

Platform Technical Issues: If Lukla platform technical issues prevent a session from occurring, a full automatic refund will be issued (subject to processor rules) or we will work to reschedule.

Force Majeure: In cases of natural disasters, pandemics, etc., both parties should communicate as soon as possible. Rescheduling is encouraged; refunds will be considered case-by-case.

Account Termination: If an account is terminated, all pending bookings will be cancelled and refunds processed as per policy. Completed sessions are non-refundable.

Refund Request Submission

Email: contact@lukla.ai or contact@cogknit.io

Subject Line: "Refund Request - [Order Number]"

Response Time: Within 24-48 hours. Our support team operates Weekdays: 10:00-15:00 (Finnish Time - EET/EEST).

Termination

Cogknit may suspend or terminate accounts for violations of these Terms. Cogknit may remove or edit user content if it is deemed harmful or in breach of our Terms. Upon termination, users must cease using the Sites. Cogknit may retain User Content as legally required and can report users to authorities for any legal action.

Disclaimer of Warranties

The Sites are provided "as is" and "as available" without warranties. Cogknit does not warrant the Sites to be error-free, secure or uninterrupted.

Limitation of Liability

Cogknit is not liable for any indirect, consequential, punitive or special damages. Cogknit's total liability is limited to fees paid by the user or organization in preceding 12 months.

Indemnification

Users shall indemnify and hold Cogknit harmless from any claims or damages arising from their use or violation of these Terms.

Governing Law & Disputes

These Terms are governed by the laws of Government of Finland. Disputes shall be resolved through binding arbitration per rules laid by Government of Finland.

Modifications

Cogknit may modify these Terms by posting the updated version on the website. Continued use after modifications constitutes acceptance.

General

These Terms and Privacy Policy constitute the entire agreement regarding the Sites. Unenforceable provisions do not affect other provisions. Failure to enforce any provision does not waive Cogknit's right to enforce it.

Contact

For any Terms queries, to seek clarification or report concerns, contact us at contact@cogknit.io or contact@lukla.ai

Cogknit Oy
c/o Hanken Business Lab
Arkadiankatu 22
00100 Helsinki, Finland