1.30-Day Money-Back Guarantee
Cancel an eligible service within 30 days of Order Acceptance and we will refund the fees you prepaid for that service in full. The guarantee is designed to let you evaluate our infrastructure on your own workload, not just on our specifications.
- Window: 30 calendar days, counted from the date of Order Acceptance — not from the date you first sign in or deploy.
- Covers: Prepaid fees for Cloud Servers (Cloud, Optimized and Turbo), GPU servers, dedicated servers, Cloud Workspaces, managed Kubernetes, managed databases, object storage and Floating IPs billed by Infraista.
- Amount: The prepaid fees for the cancelled service, less any non-refundable items listed below.
- Scope: The guarantee applies per service. Cancelling one service does not automatically cancel or refund others on the same account.
Orders cancelled before Order Acceptance are refunded in full, including any prepaid fees, because the service has not yet been provisioned.
2.Eligibility
The guarantee is available on services billed directly by Infraista to accounts in good standing. The following conditions apply.
- Good Standing: The account must have no unpaid invoices and no open billing disputes at the time of the request.
- Policy Compliance: Breaches of our Terms of Service or Fair Usage Policy waive refund eligibility. Services terminated for abuse are not refunded.
- One Per Service: The guarantee may be claimed once per service. Re-ordering a previously refunded service does not restart the window.
- Promotional Orders: Services bought under a promotion are refunded at the amount actually paid, not at list price.
- Promotional Terms: The guarantee covers a promotional first term once per customer. Repeat introductory orders placed through additional accounts, names, or payment methods are not eligible, and any discount clawback due under the Hosting Terms is not refundable.
If Infraista terminates a service without fault on your part, you receive a pro-rata refund of the unused prepaid term, regardless of whether the 30-day window has passed.
3.Non-Refundable Items
Some charges cover resources already consumed or costs paid onward to vendors the moment they are incurred, and cannot be reclaimed by us. These are excluded from the guarantee and from any pro-rata calculation.
- Metered Usage: Hourly usage already metered and invoiced, including usage paid from account credit.
- Third-Party Licences: Operating system and other vendor licences (for example Windows Server) are non-refundable once issued.
- Setup & Admin Fees: One-time setup charges, including dedicated server setup and custom builds, and administrative fees.
- Dedicated IP Addresses: Allocated IP addresses are non-refundable for the billed term.
- Custom Work: Custom installations and engineering work already performed.
- Abuse Terminations: Services terminated for abuse, including servers used to launch or attract DDoS attacks, are not refunded.
Where a refundable service and a non-refundable item were bought on the same invoice, we refund the refundable portion and itemise the deduction on your credit note.
4.Cancellations After the Guarantee Period
Once the 30-day window closes, services move to the standard cancellation terms in your agreement. You keep the service for the remainder of the term you have already paid for.
- Cancellation: Cancel at any time from the Cloud Console. The service runs to the end of the current billing period and is not renewed.
- Prepaid Terms: Prepaid fees beyond the guarantee period are non-refundable except where required by law or where Infraista terminates without fault.
- Renewals: Renewal invoices are issued in advance. Cancel before the renewal date to avoid the charge — a renewal already paid does not reopen the guarantee window.
- Upgrades & Downgrades: Plan changes are prorated against the remaining term as account credit rather than paid out.
5.How to Request a Refund
Refund requests are handled by our billing team through support tickets in the Cloud Console so that every request is logged against your account and traceable end to end.
What to include
- Service: The server or service identifier you want cancelled.
- Invoice: The invoice number covering the payment you are claiming back.
- Reason: A short description of why the service did not work for you — optional, but it is how we improve.
What happens next
- Acknowledgement: Our billing team acknowledges the request and confirms eligibility.
- Review: We verify the order date, the items on the invoice, and any non-refundable components.
- Decision: You receive a written decision with the refundable amount itemised before anything is processed.
Requests submitted by any other channel are redirected to a Cloud Console ticket, and the date of that ticket is the date used to assess the 30-day window.
6.Processing & Payouts
Approved refunds are returned to the original payment method. We cannot redirect a refund to a different card, account, or person.
- Method: Refunds are issued to the card used for the original payment, through our payment processor, Stripe.
- Currency: Refunds are issued in the currency of the original transaction. Exchange-rate movement between payment and refund is outside our control.
- Gateway Timing: Once we release a refund, the time it takes to appear on your statement is set by your provider, not by Infraista.
- Account Credit: Where you prefer it, we can apply the amount as account credit instead — usually available faster than a gateway refund.
7.Chargebacks & Disputes
If you believe a charge is wrong, raise it with our billing team first. We would rather correct a genuine billing error than defend it at a payment gateway.
- Contact Us First: Most disputed charges are resolved within one business day once we can see the invoice you are querying.
- Effect of a Chargeback: A chargeback raised without contacting us may result in immediate suspension of the affected services while the dispute is open.
- Recovery Costs: Fees charged to Infraista by the payment provider in connection with a chargeback may be added to the outstanding balance on your account.
8.General Terms
This policy supplements our Terms of Service and Hosting Terms and should be read alongside them. Where a signed enterprise agreement covers the same subject, that agreement takes precedence.
- Statutory Rights: Nothing in this policy limits any statutory cancellation or refund right you have as a consumer under applicable law.
- Changes: We may update this policy. The terms that apply to a refund are the terms published on the date of your order.
- Governing Terms: Defined terms such as Order Acceptance carry the meaning given to them in our Hosting Terms.
Questions about this policy, or about whether a specific charge is refundable, can be raised with our billing team before you order.