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. Cancelling during a trial means nothing is charged; access continues until the trial end date. Cancelling a paid subscription 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.
- Cancellation does not delete your account. After the paid period ends, the gateway stops serving requests for the organization — there is no free plan for it to fall to — but your provider connections and their credentials, gateway keys, routes, budgets, policies, team remain. Request history and stored content remain subject to the retention windows in our privacy policy. Signing in, billing and exporting your data keep working, and serving resumes the moment a plan is active again.
- A failed renewal does not stop your traffic on the day it fails. An established paid subscription we cannot collect keeps its entitlements for a grace period while we ask you to update the payment method, so a card that expires does not take a production application down.
Trials
Every plan includes a 14-day trial, and starting one requires a card at the payment provider's checkout.
- The trial converts automatically. At the end of day 14 your card is charged for the plan and billing interval selected at that moment, and the subscription then renews at that interval until cancelled.
- Cancel before the trial ends and you won't be charged. Access continues until the trial end date and then stops.
- Changing plan during a trial keeps the days remaining; the plan selected when the trial ends is the one charged.
- One trial per person, across every organization they create or own. Someone who has already had a trial is charged when they complete checkout.
- If the charge at the end of a trial fails, access continues for three days while the card is updated. After that access is suspended and the subscription ends, so no charge is taken later for time without access. Normal data-retention schedules continue to apply.
Changing plans
Plan changes are made on the billing screen in the console. The payment provider's portal is used for the payment method, invoices and receipts, and cancellation.
- Upgrades apply immediately. The difference for the rest of the current period is charged as a prorated amount at the time of the change.
- Downgrades apply at the next renewal. The current plan stays in place until then, and no refund or credit is given for the current period.
If a smaller plan includes fewer seats or projects than you are using, the console says so before you confirm; we do not delete projects or remove members to make a plan fit.
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, or the charge at the end of a trial, 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 may change your subscription status. The gateway stops serving if the subscription is no longer entitled to access, until a plan is active again. Account access and normal data-retention schedules continue to apply. 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.