Refund & Cancellation Policy

1. Overview

This Refund and Cancellation Policy ("Policy") applies to all services purchased from Infinity Cloud System LIMITED ("we," "us," or "our"), a company registered in England and Wales under company number 17131879.

We are committed to customer satisfaction and transparency. This Policy outlines the terms and conditions under which refunds and cancellations are processed, in compliance with UK Consumer Rights Act 2015 and applicable regulations.

2. Your Consumer Rights

2.1 UK Consumer Rights Act 2015

Under the UK Consumer Rights Act 2015, you have certain statutory rights when purchasing services online. These rights include:

• The right to a 14-day cooling-off period for distance contracts
• The right to receive services performed with reasonable care and skill
• The right to services that match their description
• The right to a refund if services are not as described or are defective

2.2 Digital Content Exception

Please note that under the Consumer Contracts Regulations 2013, you lose your right to cancel once we begin providing digital content (reports, frameworks, documentation) if you have given your express consent and acknowledged that you will lose your right to cancel.

3. Cancellation Policy

3.1 Cancellation Before Service Commencement

3.2 14-Day Cooling-Off Period

You have the right to cancel your order within 14 days of purchase without giving any reason, provided that:

• We have not yet commenced service delivery
• No digital content has been delivered to you
• No consultation sessions have been conducted

If you request that we begin work during the 14-day cooling-off period, you acknowledge that you will lose your right to cancel once service delivery commences.

3.3 Cancellation After Service Commencement

Once we have begun work on your project or delivered digital materials, cancellation rights are limited. Refunds will be calculated on a pro-rata basis depending on the work completed:

• 0-25% Complete: 75% refund available
• 26-50% Complete: 50% refund available
• 51-75% Complete: 25% refund available
• 76-100% Complete: No refund available

3.4 How to Cancel

To cancel your order, you must send a clear written statement to finance@infinitycloudsystemlimited.com including:

• Your name and contact information
• Order number and purchase date
• Service package purchased
• Reason for cancellation (optional but helpful)

4. Refund Policy

4.1 Eligibility for Refunds

You may be eligible for a refund in the following circumstances:

• Cancellation within the permitted timeframes (see Section 3)
• Services not delivered within the stated timeline (excluding delays caused by client)
• Services materially different from the description provided
• Services not performed with reasonable care and skill
• Technical issues on our part preventing service delivery

4.2 Non-Refundable Circumstances

Refunds will not be provided in the following cases:

• Change of mind after service delivery has commenced
• Dissatisfaction with recommendations or findings (if services were performed properly)
• Failure to provide necessary access, information, or cooperation
• Services fully delivered as described
• Custom services where work has been substantially completed

4.3 Partial Refunds

Partial refunds may be issued at our discretion in cases where:

• Only part of the service has been delivered
• There were minor issues with service delivery that we could not fully resolve
• Mutual agreement is reached on a fair resolution

5. Refund Process

5.1 Refund Request Procedure

To request a refund:

1. Send an email to finance@infinitycloudsystemlimited.com with "Refund Request" in the subject line
2. Include your order details, payment information, and reason for the refund request
3. Provide any supporting documentation or evidence if applicable
4. We will acknowledge your request within 2 business days

5.2 Refund Assessment

We will review your refund request within 5-7 business days and notify you of our decision. We may request additional information or clarification during this process.

5.3 Refund Processing Time

If your refund is approved:

• Refunds are processed through Stripe, our payment processor
• Processing typically takes 5-10 business days from approval
• The refund will be credited to the original payment method used
• You will receive an email confirmation once the refund is processed
• Bank processing times may vary (typically 3-5 additional business days)

5.4 Refund Method

All refunds are processed via Stripe to the original payment method. We cannot issue refunds to different payment methods or third-party accounts for security reasons.

6. Service-Specific Policies

6.1 Digital Products (Reports, Frameworks, Documentation)

Once digital materials are delivered to your email:

• You cannot return digital products
• Refunds are only available if materials are defective or not as described
• You must delete all copies of materials if a refund is issued

6.2 Consultation Services

For consultation sessions:

• Cancellations must be made at least 24 hours before the scheduled session
• Sessions can be rescheduled once without penalty
• No-shows or late cancellations (less than 24 hours) are non-refundable
• Refunds for completed sessions are not available unless service quality issues are proven

6.3 Custom Solutions

Custom service packages have specific terms outlined in the proposal. Generally:

• Cancellation terms are defined in the custom agreement
• Refunds are calculated based on work completed and resources allocated
• Milestone-based payments may have different refund terms per milestone

7. Payment Disputes and Chargebacks

7.1 Contact Us First

Before initiating a chargeback with your bank or card issuer, please contact us directly. Most issues can be resolved quickly through direct communication, and chargebacks can result in additional fees and complications.

7.2 Chargeback Policy

If you initiate a chargeback:

• We will provide evidence of service delivery to your bank/card issuer
• Your access to services and materials may be suspended pending resolution
• Unjustified chargebacks may result in account termination
• We reserve the right to pursue legal action for fraudulent chargebacks

7.3 Stripe Dispute Resolution

All payment disputes are handled through Stripe's dispute resolution process. You may contact Stripe support if you have payment-related concerns.

8. Exceptions and Special Circumstances

8.1 Force Majeure

If we cannot deliver services due to circumstances beyond our control (force majeure), you will be offered:

• A full refund, or
• Rescheduling of services at no additional cost, or
• Alternative service arrangements

8.2 Service Defects

If services are defective or not performed with reasonable care and skill:

• We will first attempt to remedy the issue at no additional cost
• If the issue cannot be resolved, a full or partial refund will be provided
• You must notify us of defects within 14 days of service delivery

8.3 Goodwill Refunds

We may offer goodwill refunds or credits at our discretion in exceptional circumstances, even where not legally required, to maintain customer satisfaction.

9. Modifications to Services

If you request changes to services after purchase:

• Minor modifications may be accommodated at no extra charge
• Significant changes may require additional payment
• If we cannot accommodate changes, you may cancel subject to this Policy

10. Complaints and Escalation

10.1 Internal Complaints Procedure

If you are dissatisfied with our refund decision:

1. Email your complaint to finance@infinitycloudsystemlimited.com with "Complaint" in the subject line
2. We will acknowledge within 2 business days
3. A senior team member will review your case
4. You will receive a response within 10 business days

10.2 Alternative Dispute Resolution

If you remain unsatisfied, you may use alternative dispute resolution services or contact:

• Citizens Advice Consumer Service for guidance
• Trading Standards for consumer protection issues
• Small Claims Court for legal resolution (for claims under £10,000)

11. Policy Updates

We reserve the right to update this Policy at any time. Changes will be posted on our website with an updated "Last Updated" date. The policy in effect at the time of your purchase applies to your transaction.

12. Contact Information

For refund or cancellation requests, or questions about this Policy, please contact:

We aim to respond to all refund and cancellation requests within 2 business days.