Refund Policy
Last updated: February 14, 2026
1. Overview
At InfraCodex, we want you to be fully satisfied with our enterprise infrastructure management platform. This Refund Policy outlines the circumstances under which you may be eligible for a refund, the process for requesting one, and the timelines involved. This policy applies to all subscription plans purchased through our platform, including the Starter, Professional, and Enterprise tiers.
All payments are processed by Stripe, Inc. Refunds will be issued to the original payment method used at the time of purchase. Please review this policy carefully before subscribing.
2. Free Trial Period
All new InfraCodex accounts include a complimentary 7-day free trial with full access to the features of your selected subscription tier. No payment information is required to start a trial. The trial allows you to evaluate the platform before making any financial commitment.
We strongly encourage you to take full advantage of the trial period to ensure InfraCodex meets your organization's needs. Since no payment is collected during the trial, no refund is applicable for the trial period itself.
3. Monthly Subscription Refunds
Monthly subscriptions are billed at the beginning of each billing cycle. The following refund terms apply to monthly plans:
| Scenario | Refund Eligibility | Refund Amount |
|---|---|---|
| Cancellation within 48 hours of first payment | Eligible | Full refund (100%) |
| Cancellation after 48 hours of first payment | Not eligible | No refund — access continues until end of billing period |
| Cancellation during a renewal cycle | Not eligible | No prorated refund — access continues until end of billing period |
| Service outage exceeding 24 consecutive hours | Eligible | Prorated credit for downtime period |
| Duplicate or erroneous charge | Eligible | Full refund of duplicate amount |
When you cancel a monthly subscription, your account remains active with full access until the end of the current billing period. After that date, your account will be downgraded and your data will be retained for 30 days in case you choose to resubscribe.
4. Annual Subscription Refunds
Annual subscriptions are billed as a single payment at the beginning of the 12-month billing cycle and include a 10% discount compared to monthly billing. Due to the discounted nature of annual plans, the following refund terms apply:
| Scenario | Refund Eligibility | Refund Amount |
|---|---|---|
| Cancellation within 14 days of initial purchase | Eligible | Full refund (100%) |
| Cancellation between 15–30 days of initial purchase | Eligible | Prorated refund for remaining full months, minus the 10% annual discount |
| Cancellation after 30 days of initial purchase | Not eligible | No refund — access continues until end of annual period |
| Cancellation during a renewal year | Not eligible | No refund — access continues until end of annual period |
| Service outage exceeding 24 consecutive hours | Eligible | Prorated credit for downtime period |
| Duplicate or erroneous charge | Eligible | Full refund of duplicate amount |
Prorated Refund Calculation (Annual Plans, 15–30 Days): The refund is calculated by taking the annual subscription amount, dividing by 12 to determine the monthly rate at the non-discounted price, subtracting the months already used (rounded up), and refunding the remainder. For example, if you cancel a $5,389.20/yr Professional plan after 20 days (1 month used), the refund would be: $5,389.20 − (1 × $499.00) = $4,890.20.
5. Subscription Tier Changes
5.1 Upgrades
When you upgrade to a higher subscription tier, the price difference is prorated for the remainder of your current billing period. No refund is issued for the original plan — instead, you receive credit for the unused portion of your current plan, which is applied toward the cost of the new plan. This is handled automatically by Stripe during the upgrade process.
5.2 Downgrades
When you downgrade to a lower subscription tier, the change takes effect at the end of your current billing period. No prorated refund is issued for the difference between tiers during the current period. You will continue to have access to your current tier's features until the billing period ends.
If your current usage (devices, users) exceeds the limits of the lower tier, you will need to reduce your usage before the downgrade takes effect. If usage is not reduced, the downgrade may be delayed until compliance is achieved.
6. Add-on Refunds
Add-on purchases (such as additional users or device capacity) follow the same refund terms as the underlying subscription plan. If you remove an add-on, the change takes effect at the end of the current billing period with no prorated refund. Add-ons purchased within 48 hours (monthly) or 14 days (annual) of the initial subscription purchase are included in the initial refund window.
7. How to Request a Refund
To request a refund, please follow these steps:
- Contact our support team by sending an email to [email protected] with the subject line "Refund Request".
- Include the following information in your request:
- Your account email address
- Organization name
- Subscription plan and billing interval (monthly or annual)
- Date of the charge you are requesting a refund for
- Reason for the refund request
- Await confirmation. Our team will review your request and respond within 3 business days with a decision.
- Refund processing. Approved refunds are processed through Stripe and typically appear on your statement within 5–10 business days, depending on your financial institution.
8. Refund Processing Timeline
| Step | Timeline |
|---|---|
| Refund request submitted | Day 0 |
| Review and decision by InfraCodex team | 1–3 business days |
| Refund initiated via Stripe | Within 1 business day of approval |
| Refund appears on your bank/card statement | 5–10 business days after initiation |
Total estimated time from request to refund appearing on your statement: 6–14 business days.
9. Non-Refundable Situations
Refunds are not available in the following circumstances:
- Failure to cancel before an automatic renewal date (monthly or annual).
- Dissatisfaction with features that were clearly described during the trial period and on the pricing page.
- Account suspension or termination due to violation of our Terms of Service, including but not limited to abuse, unauthorized access, or illegal activity.
- Requests made outside the eligible refund windows described in Sections 3 and 4 above.
- Charges from third-party services or integrations not operated by InfraCodex.
- Currency conversion fees or bank processing fees charged by your financial institution.
10. Chargebacks and Disputes
We encourage you to contact us directly at [email protected] before initiating a chargeback or dispute with your bank or credit card company. We are committed to resolving billing issues promptly and fairly.
Filing a chargeback without first contacting us may result in the suspension of your account while the dispute is under review. If a chargeback is filed and later resolved in our favor, your account may be subject to a reinstatement fee to cover the administrative costs of the dispute process.
11. Service Credits
In some cases, we may offer service credits instead of a monetary refund. Service credits are applied to your account and offset future billing charges. Service credits are non-transferable, have no cash value, and expire 12 months from the date of issuance. Service credits may be offered in the following situations:
- Extended service outages or degraded performance that do not meet our uptime commitments.
- Feature removal or significant functionality changes that materially affect your use of the platform.
- Billing errors that are resolved through credit rather than direct refund at your request.
- Goodwill gestures for long-term customers experiencing exceptional circumstances.
12. Changes to This Policy
We reserve the right to modify this Refund Policy at any time. If we make material changes, we will notify you by email at least 30 days before the changes take effect. The updated policy will be posted on this page with a revised "Last updated" date. Changes to this policy will not apply retroactively to purchases made before the effective date of the change.
13. Contact Us
If you have any questions about this Refund Policy or need assistance with a refund request, please contact us:
InfraCodex — Billing Support
Email: [email protected]
Website: https://infracodex.app
Please include "Refund Request" or "Billing Inquiry" in your email subject line for faster processing.