Refund policy

This policy covers consulting engagements sold by Infra Soft Net for application analytics related to infrastructure software reporting. It does not cover physical products, software licences, or marketplace checkout—none of which we sell on this website.

Eligibility

Fees are refundable only as described below and only for engagements we have invoiced. Informational prices on the site are not charges.

Cooling-off before kickoff

If you cancel in writing before the agreed kickoff date and before we have begun discovery work, we refund 100% of fees paid for that engagement, minus any non-refundable third-party costs we disclosed in writing and already incurred at your request.

After work has started

Once intake interviews, log reviews, or drafting of inventories has begun, fees for time already worked are non-refundable. We may offer a partial refund for unused prepaid time if we agree in writing that remaining scope will not proceed. Partial refunds are calculated from unused scheduled days, not from a percentage of marketing “list” prices.

Retainers

Monthly Reporting Cadence Retainers bill for the upcoming month. Cancel with at least fourteen (14) days’ written notice before the next billing date to avoid the following month’s charge. The current month already started is non-refundable. The three-month minimum, when stated on the statement of work, applies unless we waive it in writing.

Deposits

Some engagements require a deposit to reserve start dates. Deposits become non-refundable once we have declined other work for that window and begun preparation, unless we cancel the engagement ourselves.

Cancellation by us

If we cancel an engagement for reasons other than your material breach, we refund prepaid fees for undelivered work within fourteen (14) business days.

Rescheduling and no-shows

Scheduled workshops or review sessions may be rescheduled once without fee if you give at least forty-eight (48) hours’ notice. Late cancellations or no-shows may be counted as delivered time for that session. Additional reschedules may be billed at the session rate in the statement of work.

Non-refundable items

• Completed deliverables already accepted or delivered (inventories, dictionaries, mapping documents, pulse notes).
• Third-party tools or data access fees purchased at your written request.
• Time spent waiting on access you agreed to provide and did not unlock within the engagement window.

How to request a refund

Email hello@infrasoftnet.digital with the invoice number, engagement name, and reason. We confirm eligibility within five (5) business days.

Processing time and method

Approved refunds are returned by the original payment method when possible, or by bank transfer to the account that paid the invoice, within fourteen (14) business days after approval. Currency is HKD unless the invoice stated otherwise.

Exceptions

Statutory rights under Hong Kong law that cannot be excluded remain available. Statements of work may add engagement-specific terms; if they conflict with this page on fees already paid, the signed statement of work controls for that engagement.

Contact

Infra Soft Net · 76 Fuk Lo Tsun Rd, Kowloon City, Hong Kong · +852 2382 0646 · hello@infrasoftnet.digital