Refund Policy

1. Overview

At InfinityDevops, we are committed to delivering high-quality DevOps services and ensuring client satisfaction. This Refund Policy outlines the circumstances under which refunds may be issued, the process for requesting refunds, and the general principles governing billing disputes.

By subscribing to or purchasing any InfinityDevops service plan, you agree to the terms of this Refund Policy.

2. General Refund Principles

2.1 InfinityDevops provides technology consulting and managed services. Because these services involve significant planning, infrastructure setup, and skilled professional labor, all fees are generally non-refundable once service delivery has commenced, except as specifically described in this policy.

2.2 We assess all refund requests on a case-by-case basis and aim to resolve disputes in a fair, transparent, and timely manner.

3. Subscription Plans — Monthly Billing

3.1 Cancellation Before Service Commencement

• If a Client cancels a monthly subscription before any service work has commenced (i.e., before initial onboarding or infrastructure assessment begins), a full refund of the first month's subscription fee will be issued within 10 business days.

3.2 Cancellation After Service Commencement

• Monthly subscription fees paid for the current billing cycle are non-refundable once service delivery has begun.
• Cancellations submitted during a billing period will take effect at the end of that billing cycle. No prorated refunds are issued for unused days within a billing period.

3.3 Cancellation Process

• To cancel, the Client must submit a written cancellation request to support@infinitydevops.com at least 30 days before the next billing date.
• Requests submitted with less than 30 days' notice will be effective from the billing cycle following the next upcoming invoice.

4. Project-Based and One-Time Engagements

4.1 Deposit Payments

• Deposits paid to initiate a project-based engagement are non-refundable once InfinityDevops has commenced planning, architectural assessment, or any preparatory work.

4.2 Milestone Payments

• Payments made against completed project milestones are non-refundable.
• If a project is cancelled by the Client before a milestone is completed, the Client will be invoiced for work completed up to the date of cancellation at InfinityDevops's standard hourly or daily rate. Any balance remaining after deducting such costs from amounts already paid will be refunded to the Client.

4.3 Cancellation by InfinityDevops

• If InfinityDevops cancels a project engagement due to reasons within its control (not including force majeure or Client-caused delays), the Client will receive a prorated refund for any prepaid fees attributable to work not yet performed.

5. Circumstances Qualifying for Refund

A refund or service credit may be considered in the following circumstances:

• Service Non-Delivery: InfinityDevops fails to deliver contracted services within agreed timelines due to reasons solely attributable to InfinityDevops, and the issue is not resolved within a reasonable remedy period (typically 15 business days after written notice from the Client).
• Duplicate Billing: A Client is charged more than once for the same billing period or service due to a billing system error. The duplicate charge will be fully refunded upon verification.
• Unauthorized Charge: A charge is made to a Client's account without authorization and is verified by our billing team.
• Gross Failure of Service: InfinityDevops delivers services that materially fail to meet the specifications agreed upon in the Service Agreement, and is unable to remedy the failure within a reasonable correction period (typically 30 days after written notice).

6. Circumstances Not Qualifying for Refund

Refunds will NOT be issued in the following situations:

• The Client changes their business requirements or priorities after services have commenced.
• The Client fails to provide required access, credentials, documentation, or feedback in a timely manner, causing delays.
• Service interruptions caused by third-party cloud platform outages (AWS, Azure, GCP) or other infrastructure providers.
• Services performed in good faith in accordance with Client-approved specifications that later require changes due to evolving Client needs.
• Dissatisfaction arising from the Client's misunderstanding of the scope of services included in their selected plan.
• Cancellations made outside the applicable notice periods specified in Section 3 and Section 4.
• Issues arising from the Client's failure to comply with their obligations under the Terms and Conditions.
• Force majeure events beyond InfinityDevops's reasonable control.
• Payments for completed work under project milestones, whether monthly or project-based.

7. Service Credits

7.1 In situations where a full cash refund is not warranted but InfinityDevops acknowledges a service shortcoming, we may, at our discretion, offer service credits applicable to future invoices.

7.2 Service credits have no cash value and cannot be transferred, assigned, or redeemed for cash.

7.3 Service credits must be applied within six (6) months from the date of issuance. Credits not applied within this period expire automatically.

8. Refund Request Process

8.1 How to Submit a Refund Request

To initiate a refund request, the Client must:

• Step 1: Send a written refund request to support@infinitydevops.com with the subject line: “Refund Request — [Client Name] — [Invoice Number]”
• Step 2: Include in the request:
  • Full company and contact name.
  • Invoice number(s) and date(s) of payment.
  • Reason for the refund request with supporting details.
  • Any relevant documentation or evidence.

8.2 Acknowledgment

InfinityDevops will acknowledge receipt of the refund request within 2 business days.

8.3 Review and Decision

• Our billing and client success team will review the request and may contact the Client for additional information.
• A formal decision will be communicated within 10 business days of receiving all required information.

8.4 Refund Processing

• Approved refunds will be processed within 10 business days of approval.
• Refunds will be issued via the same payment method used for the original transaction, unless otherwise agreed.
• International wire transfer refunds may take an additional 5–7 business days to appear in the Client's account, depending on banking intermediaries.

9. Billing Disputes

9.1 If you believe an error has been made on your invoice, you must notify InfinityDevops in writing within 15 days of the invoice date. Disputes raised after this period may not be considered.

9.2 Disputed amounts must be clearly identified and explained. InfinityDevops will investigate and respond within 10 business days.

9.3 If a dispute is unresolved after good-faith attempts, the dispute resolution process outlined in the Terms and Conditions (Section 17) shall apply.

10. Changes to Pricing and Plans

10.1 If InfinityDevops increases the price of a plan and a Client cancels their subscription within 15 days of being notified of the price increase, a prorated refund for the remainder of the current billing period (calculated from the date of cancellation) may be issued at InfinityDevops's discretion.

10.2 Clients who downgrade their plan will not receive a refund for the price difference for the current billing period; the lower rate will apply from the next billing cycle.

11. Custom Plan Refunds

11.1 For Custom DevOps plans, refund terms are individually negotiated and documented in the applicable Service Agreement or Statement of Work (SOW).

11.2 In the absence of custom refund terms in the SOW, this Refund Policy applies as the default.

12. Amendments to This Policy

InfinityDevops reserves the right to update this Refund Policy at any time. Changes will be communicated to active Clients via email and posted on our website with at least 14 days' notice. Continued use of our services after the effective date constitutes acceptance of the revised policy.

13. Contact for Refund and Billing Inquiries

For all refund requests, billing disputes, or payment-related inquiries: