This policy applies to INFRO subscriptions purchased from Eslam Osama Mohamed, trading as INFRO. It explains how to cancel, what happens to a period you have paid for, and the protections available when a charge or the service is wrong. It does not limit mandatory consumer rights or rights provided by the payment provider shown at checkout.
What INFRO charges you for
One thing: a subscription to the INFRO control plane — the gateway, request logs, cost attribution, budgets, policy and the audit log. Everything on this page is about that subscription.
Model usage is not billed by INFRO and cannot be refunded by us. Requests run on the AI provider accounts you connect, under your own credentials and your own contracts, so those providers invoice you directly and INFRO is not a party to that transaction. If you want a refund for model usage, it is your provider you need — their terms govern it, and we have neither the money nor the standing to return it. INFRO takes no markup on model spend, so there is no portion of it held by us.
Cancelling a subscription
Cancel at any time from the billing screen in the console, which opens the payment provider's own portal. Cancellation takes effect at the end of the period you have already paid for: the plan and its limits stay in place until then, and the subscription does not renew afterwards.
- The rest of a paid period is not prorated. A monthly or annual subscription is paid in advance for that term and runs to the end of it. We do not refund the unused remainder except in the cases below or where the law or the payment provider requires otherwise.
- Nothing about your providers changes. Your provider accounts, credentials and contracts are yours and are unaffected by cancelling. Point your application's base URL back at the provider and it keeps working.
- You move to the free plan, not to nothing. The organization continues on the Developer plan at its smaller allowances rather than being cut off, so a lapsed card does not take a production application down.
Changing plans
Upgrades take effect immediately and the payment provider prorates the difference for the remainder of the current period. Downgrades take effect at the end of the current period, so you keep what you have paid for. Both are done from the same portal.
What we will correct
- Duplicate or incorrect charges. Once verified, we refund the duplicated or incorrectly collected amount through the original payment process.
- Unauthorised charges. We investigate promptly, secure the account, and work with the payment provider on the remedy required by its rules and applicable law.
- Charges after a cancellation. If a renewal is taken after you cancelled, we refund it in full.
- Material service defects. If a verified platform defect prevented you from using the plan you were paying for, we refund or credit the affected part of the period. Where a credit is not an adequate legal remedy, we provide the refund required by applicable law or the payment provider.
A gateway problem that caused your requests to fail is a service defect against your subscription. It is not a claim against your provider bill, and it does not create one — a failed request that never reached a provider is not something your provider charged you for either.
Closing an account
You may stop using INFRO at any time and ask us to close and delete the account — see the privacy policy. Cancel the subscription first, so no further renewal is taken. Deleting the account removes the provider credentials you connected; it does not touch the provider accounts themselves, which remain yours.
How to request a billing review
Email accounts@infro.io from the address on your account. Include the charge date, amount, receipt or transaction reference, and an explanation. We acknowledge billing reviews within two business days.
Your receipt names the payment provider that processed the charge and carries that provider's own support link. Where the provider acts as merchant of record it may also issue a refund directly, when its own policy, payment-network rules, or applicable law require one. We do not send refunds outside the original payment process.
If a payment is reversed
A refund, chargeback, or other payment reversal ends the subscription it paid for, and the organization moves to the free plan at its allowances. Your provider connections and their credentials are not affected, because they are not something we sold you. Contact us before opening a chargeback so we can investigate billing errors quickly; this does not limit your lawful right to dispute a charge.
Mandatory rights
Local law and the merchant of record's buyer terms may provide rights that this policy cannot reduce, including statutory cancellation and refund rights. Nothing here limits them. Where they apply, they take precedence over the terms above.
Contact
Billing questions: accounts@infro.io. Anything else: support@infro.io.