Refund Policy

1. Our commitment

Choosing a hosting provider is an important decision. That is why we offer a refund guarantee on selected plans to reduce perceived risk and let you evaluate our services in real conditions.

This policy supplements our Terms and Conditions. In case of conflict, the Terms prevail for matters not covered here or subject to mandatory legal rules.

2. VPS guarantee — 7 days

VPS plans (Linux, Windows, NVMe, Performance, Economy and international locations) include a 7-calendar-day money-back guarantee from the date of the first payment for the relevant order.

3. Dedicated servers — 2 days

Dedicated servers include a 2-calendar-day refund guarantee from the transaction date, subject to eligibility of the selected model.

4. Web, Mail and WordPress hosting — 7 days

Web hosting, Mail hosting and WordPress hosting plans include a 7-calendar-day money-back guarantee from the date of the first payment.

5. Domain names — non-refundable

Domain names are not refundable once the order is confirmed and the domain is registered or transferred. This rule applies regardless of the registration period chosen.

6. Microsoft keys

Microsoft license keys are not refundable once delivered, as they are digital products with immediate activation.

7. IP prefixes (subnets)

IP prefix (subnet) orders of fewer than sixty-four (64) IPv4 addresses include a 7-calendar-day refund guarantee from the payment date, subject to eligibility conditions.

8. BGP sessions — 7 days

BGP sessions include a 7-calendar-day money-back guarantee from the date of the first payment.

9. Eligibility conditions

To benefit from this guarantee, the customer must notably:

• Submit the request within the applicable deadline for the relevant service (see sections 2 to 8).
• Not have breached the Terms, Fair Use Policy or acceptable use rules.
• Not have been suspended for illegal, abusive or fraudulent activity.
• Limit requests to eligible first orders; repeated or manifestly abusive requests may be refused.
• Provide the order or service ID and the client account email used at purchase.

10. How to request a refund

Submit your request via the client area or by email:

1. Log in to your Infrawire client area or contact [email protected].
2. Provide the order number, affected service and reason for your request.
3. Our team acknowledges receipt and checks eligibility within approximately 2 business days.
4. If approved, the refund is processed per section 11 below.

11. Refund method and timing

Refunds are processed, where possible, via the same payment method used for the original order (card, PayPal, bank transfer, etc.), in line with applicable legal requirements.

Posting time depends on the payment provider; allow approximately 5–10 business days after approval. Infrawire does not charge refund fees when the request is accepted.

12. Exclusions and abusive requests

Infrawire reserves the right to refuse any refund request, notably when:

• The request is submitted after the applicable deadline for the relevant service (see sections 2 to 8).
• Use was abusive, illegal or contrary to our policies (spam, attacks, prohibited content, etc.).
• Fraud is suspected, abusive chargebacks or unauthorized payment methods were used.
• Repeated requests across multiple accounts or successive orders aim to circumvent the guarantee.
• Services were heavily consumed without legitimate technical dissatisfaction.
• Promotional offers, free credits, BGP installation fees or services with specific exclusions apply.