Scope
This Refund Policy applies to credits, usage charges, and other fees paid directly to Infrastry. Charges made directly by a cloud provider, repository host, payment provider, or other third party are governed by that provider’s policies. This policy forms part of the Infrastry Terms of Service.
Unused purchased credits
You may request a refund of unused credits purchased with money within 14 days after the purchase date. A credit is no longer unused once it has been applied to AI processing, builds, deployments, storage, network transfer, databases, monitoring, or another metered service.
Promotional, bonus, trial, complimentary, or otherwise unpaid credits have no cash value and are not refundable or transferable. Refund eligibility is based on our usage ledger at the time we process the request.
Consumed usage and infrastructure costs
Charges for resources already consumed are generally final because Infrastry incurs those costs as your workloads run. This includes AI model usage and third-party infrastructure provisioned or operated for your account, even when a build or deployment does not produce the outcome you expected.
- Build minutes, model tokens, compute time, databases, storage, and network transfer are considered consumed when metered.
- Customer configuration errors, incompatible code, failed health checks, and unused running resources do not make consumed usage refundable.
- You are responsible for stopping resources you no longer need and monitoring project activity and balances.
Duplicate charges and billing errors
If we charge you twice for the same purchase or make a clear metering or billing error, contact support promptly. After verification, we will correct the account through a refund, credit adjustment, or reversal as appropriate. A usage estimate, delayed usage record, or difference caused by taxes, currency conversion, or a payment provider is not necessarily a billing error.
Downtime and service interruptions
Unless a separate written service level agreement provides otherwise, downtime, degraded performance, maintenance, feature changes, and pre-release service instability do not automatically qualify for refunds or service credits. We may issue a discretionary credit when an Infrastry error causes a material loss of paid service, but doing so once does not create an obligation to do so again.
Cancellation and account closure
Stopping a deployment, removing a project, or closing an account prevents future usage only after the relevant resources have stopped. It does not reverse charges already incurred. Before closing your account, submit any eligible refund request and export information you need. Remaining promotional credits expire when the account closes.
How to request a refund
Submit a request through Infrastry account support within the applicable refund period. Include the account email, transaction date, payment amount, transaction or invoice identifier, and a concise explanation. Do not send full payment card details or account passwords. We may request additional information to verify identity, account ownership, and eligibility.
Approval and processing
Approved refunds are normally returned to the original payment method. Processing times depend on the payment provider and financial institution and may take several business days after approval. Taxes will be refunded when required or when they were included in the refundable charge. We may deny requests involving consumed usage, policy abuse, fraud, payment disputes, or attempts to evade service limits.
Payment disputes and chargebacks
Contact support before initiating a chargeback so we can investigate. A chargeback may cause immediate suspension of paid resources while the dispute is pending. This does not limit your rights with your payment provider, but fraudulent or abusive disputes may result in account termination and recovery of amounts lawfully owed.
Consumer rights
Nothing in this policy excludes refund, cancellation, or other rights that cannot legally be waived in your jurisdiction. Where mandatory law gives you greater protection, that law controls.
Changes to this policy
We may update this policy as our products, pricing, and legal obligations change. Updates apply prospectively from the stated effective date. The policy in effect when a payment was made will generally govern that payment unless applicable law requires otherwise.