Refund & Cancellation Policy

1. Overview

Infranexis, Inc. ("Lens", "we", "us") provides a cloud-based log filtering and observability cost-reduction platform. Our paid plans (Growth and Enterprise) are subscription services billed on a monthly basis. This policy describes the conditions under which refunds may be issued and how to cancel your subscription.

By purchasing a subscription to Lens, you agree to the terms of this Refund & Cancellation Policy. This policy is incorporated into and forms part of our Terms of Service.

2. Refund Eligibility

We will issue a full refund of the most recent monthly charge if all of the following conditions are met:

• The refund request is submitted within 7 calendar days of the charge date.
• No log data has been processed through your Lens pipelines during the billing period.
• You have not previously received a refund for a Lens subscription.
• Your account is in good standing (no chargebacks, fraud flags, or Terms of Service violations).

We may also issue partial or full refunds at our discretion in the following circumstances:

• A verified service outage caused by Lens infrastructure lasting more than 24 consecutive hours.
• A billing error or duplicate charge caused by our systems.
• An exceptional circumstance reviewed and approved by our support team.

3. Non-Refundable Charges

The following are not eligible for refunds:

• Charges for months in which log data was processed, regardless of volume.
• Partial months — subscriptions are billed monthly and no pro-rata refunds are given for mid-cycle cancellations.
• Setup fees, onboarding assistance, or professional services charges, if applicable.
• Charges older than 30 calendar days from the date of the refund request.
• Charges disputed via a chargeback with your bank or payment provider — please contact us before filing a chargeback.

4. Cancellation Policy

You may cancel your Lens subscription at any time.

• To cancel, log in to the Lens dashboard → Settings → Billing & Plan → Manage subscription, or email billing@infranexis.com with your registered email address.
• Cancellation takes effect at the end of the current billing cycle. No further charges will be made after that date.
• You retain full access to your plan until the billing period ends.
• Upon cancellation, your account is downgraded to the Free plan. Your data and configurations are retained for 30 days, after which they may be deleted.
• We will process cancellation requests received by email within 2 business days.

5. How to Request a Refund

To request a refund, contact us via one of the following methods:

Method	Details	Response Time
Email	billing@infranexis.com	1–2 business days
Dashboard	Settings → Help & Support → Submit ticket	1–2 business days

Please include the following in your refund request:

• Your registered email address
• Your organization / account name
• The date and amount of the charge
• Payment ID or transaction reference (from your receipt or bank statement)
• Reason for the refund request

6. Processing Time

Once a refund is approved, it is processed back to the original payment method. Typical timelines:

• Credit / Debit cards: 5–10 business days, depending on your card issuer.
• UPI / Net Banking: 2–5 business days.
• Wallets: 1–3 business days.

We will send a confirmation email once the refund has been initiated. The exact time funds appear in your account depends on your bank or payment provider and is outside our control.

7. Dispute Resolution

If you have a billing concern, email billing@infranexis.com. We aim to resolve all disputes within 5–7 business days of receiving complete information.

8. Contact Us

For any questions about this policy or to request a refund:

• Billing: billing@infranexis.com
• Support: support@infranexis.com