Refund Policy
Effective: January 1, 2025 · Last updated: April 10, 2026
summary: We offer a fair refund policy. If InfraCaptain fails to deliver on our commitments, we'll make it right. We don't offer refunds simply because you changed your mind about monitoring your server — but we do credit your account for genuine service failures and billing errors. When in doubt, email us and we'll treat you fairly.
1. Free Credits
Every new InfraCaptain account receives free monitoring credits on signup at no charge. These credits have no cash value and are non-refundable. They can be used to monitor your first server immediately without providing payment information.
2. Prepaid Credits
2.1 General policy
Prepaid credits purchased by topping up your account balance are generally non-refundable once purchased, except in the circumstances described in Section 5 (Service Failures) and Section 6 (Billing Errors).
Unused credits do not expire while your account is active and will be applied to future monitoring charges. If you close your account, unused prepaid credits are forfeited.
2.2 Exceptions
We will refund prepaid credits in the following circumstances:
- The credit was purchased in error within 48 hours of purchase and no monitoring charges have been deducted from it
- The credit was charged due to a billing system error on our end
- A service outage on InfraCaptain's side prevented monitoring for more than 24 consecutive hours
3. Monthly Plan Billing
3.1 Mid-month disconnections
If you disconnect a server or downgrade a plan mid-month on a postpaid account, you are charged only for the days the server was connected at the previous plan level. We do not charge for unused days.
3.2 Monthly charges already invoiced
Once a monthly invoice has been generated and charges have been applied, those charges are not refunded for the billing period in question, except in the case of billing errors or service failures described in this policy.
4. Day-wise Billing
Day-wise charges accrue from the moment a server is connected. The minimum billing period per connection session applies. Charges for elapsed days in a connection session are not refunded if you disconnect the server — you are paying for monitoring that was provided during those days.
5. Service Failure Refunds
If InfraCaptain experiences a verified service outage that prevents monitoring data from being collected on your server, we will credit your account for the affected period:
| Outage duration | Credit issued | Process |
|---|---|---|
| 2–8 hours | 1 day of monitoring credit per affected server | Automatic where possible; request via support otherwise |
| 8–24 hours | 3 days of monitoring credit per affected server | Request via support within 14 days of the incident |
| More than 24 hours | Full refund for the affected period per server | Request via support; applied automatically for known outages |
Service credits are applied to your account balance, not refunded as cash, unless you are closing your account due to the service failure.
6. Billing Errors
If you are charged incorrectly due to a system error on our end, we will issue a full refund of the incorrect amount. Billing errors must be reported within 60 days of the date on the invoice. To report a billing error, email billing@infracaptain.com with your account email and invoice number.
7. InfraCaptain Assist Refunds
| Situation | Eligible for refund? | Details |
|---|---|---|
| Unused hours at end of month | No | Hours roll over to next month (2–3 months depending on plan) |
| Hours that rolled over and expired | No | Rolled-over hours that expire are forfeited |
| Subscription cancelled mid-month | No | Assist is billed monthly; partial month refunds are not issued |
| Engineer action caused verifiable damage | Case by case | Contact us immediately; we review all such cases personally |
| Assist service was unavailable for >48h | Yes | Credit for the affected period issued on request |
8. What Is Not Refundable
⚠ The following are not eligible for refunds
- Monitoring charges for days a server was connected, regardless of whether you used the dashboard during that time
- Charges for a plan you chose but didn't fully utilize (e.g., you had Pro but only used Basic features)
- Free credits — these have no cash value
- Charges resulting from an account being hacked due to your failure to secure your account credentials
- Charges for the minimum billing period on day-wise connections that you disconnected early
- Assist subscription fees for months where the service was available but unused
- Custom work, setup assistance, or consulting performed by our team or Assist engineers
9. How to Request a Refund
To request a refund or account credit:
- Email billing@infracaptain.com
- Include your account email address and the invoice number (if applicable)
- Describe the issue and the refund you are requesting
- We will respond within 3 business days
Approved refunds are processed within 7–10 business days. Refunds are returned to the original payment method where possible. If the original payment method is no longer available, we will issue account credits instead.
10. Disputes
If you believe a charge is incorrect and we have not resolved it to your satisfaction, you may dispute the charge with your bank or payment provider. We ask that you contact us first — most billing issues can be resolved quickly through direct communication and we prefer to handle them personally rather than through a dispute process. Before initiating a formal dispute or chargeback with your bank, you agree to contact us at billing@infracaptain.com to attempt a resolution. Unfounded chargebacks may result in the immediate and permanent suspension of your account and all associated monitoring services.
11. Contact
Billing and refund questions:
Email: billing@infracaptain.com
Typical Response time: Under 4 hours during standard business hours (IST, UTC+5:30).