Refund Policy

Last updated 19 August 2026. Section 3 is the one to read before you buy: a registered domain is generally not refundable, and no policy Infrabox writes can change that.

1. Scope

This policy covers money paid to Infrabox for mailbox subscriptions, domain registrations and renewals, and any prepaid balance held on a customer account. It sits under the Terms of Service; where the two documents describe the same thing, the Terms govern the relationship and this policy describes how refunds are handled within it.

Nothing here limits a right you have under consumer law that cannot be contracted away. Where such a right applies to you, it applies in addition to this policy, not instead of it.

2. Two charges, two answers

An Infrabox invoice generally contains two very different things, and they behave differently when you want your money back:

• A domain registration is a one-time purchase that Infrabox pays onward to a registrar and a registry the moment it succeeds. That payment is not reversible.
• A mailbox subscription is a recurring charge for a service that runs on an ongoing basis, and can be stopped.

Most confusion about refunds in this industry comes from policies that blur those two together. This one does not.

3. Domain registrations

Domain registration and renewal fees are not refundable. When a domain is registered, the fee is paid through to the registrar and the registry immediately and irreversibly, and the domain exists from that moment whether or not you go on to use it. This is a constraint of how domain registration works, not a commercial choice Infrabox has made.

This applies equally to the markup Infrabox adds over the registrar's price, which is described on the pricing page, and to pre-warmed domains, which are purchased ahead of time and held.

If a registration attempt fails — the domain turns out to be unavailable, or the registrar rejects it — nothing has been bought and you are not charged for it. If you have already been charged, the amount is refunded in full.

4. Mailbox subscriptions

You can cancel a mailbox subscription at any time. Cancellation stops the next renewal; it does not retroactively refund the period you are already in. The mailbox continues to work until the end of the period you have paid for, and then stops.

Partial months are not refunded on cancellation. The reason is straightforward: a provisioned mailbox occupies a real seat in a Google Workspace account for the whole period, and that cost is incurred whether or not you send from it.

5. Prepaid credit

An unspent balance on your account can be used against any future Infrabox invoice and does not expire while the account is open. On request, Infrabox will return an unspent balance to the original payment method, less any amount already committed to a domain registration that has completed.

Credit that has already been consumed — by a mailbox that ran, or a domain that was registered — is not part of an unspent balance.

6. Provisioning that fails

Provisioning is an eight-step pipeline, and a step can fail for reasons outside anyone's control. What you are owed depends on what actually got bought:

• The mailbox never reaches a working state. You are not charged for a mailbox that never worked, and any charge already taken for it is refunded or credited in full, at your choice.
• The domain was registered but the mailbox failed. The domain charge stands, because the domain genuinely exists and is yours. The mailbox charge does not.
• The mailbox works but DKIM could not be enabled. This is a real outcome — DKIM is the one optional step in the pipeline, and a domain whose nameservers are not under Infrabox's control can complete every other step. The mailbox sends and receives, so it is chargeable; if that is not acceptable to you, cancel it under section 4 and the next renewal will not be taken.

7. Provisioning that runs slow

A slow run is not a failed run, and is not on its own grounds for a refund. Domain verification in particular depends on Google confirming ownership and on DNS propagating, and the pipeline is deliberately built to wait for hours rather than give up on a domain that is simply still propagating. The per-step estimates shown on how it works are estimates, not a service level, and Infrabox does not quote a single headline setup time because Google controls the slowest part of it.

If a run has genuinely stalled rather than merely being slow, that is section 6, not this one.

8. Termination for breach

If an account is terminated for a breach of the Acceptable Use Policy, prepaid fees are not refunded. Domains registered to you remain yours; the services attached to them stop.

9. How to request a refund

Write to hello@infrabox.io from the address on the account, and say which mailbox or domain the request concerns and what went wrong. You do not need to argue a case — if it falls under section 6, saying what happened is enough.

Infrabox aims to answer refund requests within five working days. Where a refund is due, it is returned to the original payment method; how long it then takes to appear depends on your bank or card issuer, not on Infrabox.

10. Chargebacks

If you open a chargeback, please tell Infrabox at the same time. A chargeback on a live account puts the services on it at risk of suspension while the dispute is open, which usually means mailboxes stopping mid-campaign — an outcome nobody wants, and one that is avoidable by raising the problem directly first.

Raising a dispute does not remove your rights under this policy, and Infrabox would rather resolve a refund than a chargeback.

11. Changes

Infrabox may update this policy. The version in force for a given charge is the version published when that charge was taken; a later change does not retroactively narrow a refund you were already owed.

12. Contact

Refund requests, billing questions, and corrections to anything stated on this page: hello@infrabox.io. If you are weighing this policy up before buying rather than after, that is the right time to ask — see get started.