Refund & Cancellation Policy

1. Policy Overview

At Infinite Digital LLC (1001 S Main St, Kalispell, MT 59901, United States), we strive to ensure total client satisfaction with our software engineering deliverables, cloud delivery node hosting, and remote IT SLA maintenance services.

This Refund & Cancellation Policy outlines the conditions under which refunds, service credits, or subscription cancellations are processed.

2. 14-Day Money-Back Guarantee (Hosting & Maintenance Retainers)

We offer a 14-day money-back guarantee for initial recurring cloud hosting retainers and remote IT maintenance subscriptions.

• If you are dissatisfied with your server node performance or remote IT onboarding within 14 calendar days of your initial purchase, you may request a 100% refund of your initial retainer fee.
• Refund requests must be submitted in writing to contact@infinite-digital.co before the expiration of the 14-day window.

3. Custom Software Engineering Contracts & SOW Deliverables

Custom application engineering projects are governed by signed Statements of Work (SOW) or Master Services Agreements (MSA) detailing milestone deliverables:

• Milestone deposit fees are refundable prior to the commencement of active engineering work.
• Once milestone deliverables are approved and accepted by the client in writing, associated milestone fees become non-refundable.
• If a deliverable fails to conform to documented SOW specifications, Infinite Digital LLC will remediate the software at no additional charge or issue a prorated refund credit for the unfulfilled milestone.

4. SLA Outage Credits & Service Guarantees

For cloud broadcasting and delivery node services guaranteed at 99.99% monthly network uptime:

• If service uptime drops below 99.99% due to an unexcused infrastructure outage, clients are entitled to service credits calculated as a percentage of their monthly recurring fee.
• Service credits will be applied toward subsequent billing cycles or refunded upon request if the retainer is terminated.

5. Subscription Cancellation Procedure

Clients may cancel recurring hosting retainers or IT support subscriptions at any time:

• Cancellations can be requested by emailing contact@infinite-digital.co at least 3 business days prior to your next recurring billing date.
• Upon cancellation, your services will remain active through the end of the current paid billing period, and no further recurring charges will be incurred.

6. How to Request a Refund & Merchant Processing

For online purchases processed via our Authorized Merchant of Record (Paddle):

1. You may contact Paddle Buyer Support directly via your order receipt email or contact contact@infinite-digital.co with the subject line: Refund Request - [Order Number].
2. Include your order receipt number, billing email address, and reason for refund.
3. Approved refunds are credited back to the original payment card or PayPal account via Paddle within 3 to 5 business days.