Payments, cancellations and refunds

Who this policy applies to

This policy covers custom software, AI and consultancy projects and service plans that you buy from Infera Engine Ltd. Infera products sold on their own websites, such as Infera Agent at inferaagent.com, follow the payment, cancellation and refund terms published on those websites.

It does not affect your statutory rights.

Prices and currency

Our website packages have published prices in US dollars on our website development page: a one-time development price, yearly hosting and optional yearly maintenance, with indicative ranges for add-ons. Other projects have no fixed list price.

Every project is confirmed in a written proposal that states the scope, the total price and its currency, what is included and the payment schedule, before any work starts. Prices shown on the website are estimates until that proposal is issued, and you pay nothing until you accept it.

The one exception is a website package whose price is fixed, with no options priced as ranges or after review: you can order it at the end of the configurator on the website page and pay the first-year total in full online. That total is the development price and the first year of hosting, and maintenance if you choose it. The invoice you receive at checkout lists what you ordered. Pay it within 7 days, or the order is cancelled. After your payment we contact you to collect your content and agree the delivery schedule in writing.

Prices exclude any taxes that apply; taxes are shown on the proposal and on the invoice.

Website hosting and maintenance plans

Hosting and maintenance for a website are yearly service plans, and are only part of your project if you choose them. Maintenance is always optional.

We send the renewal invoice before each renewal date, and a plan renews when that invoice is paid: nothing is charged automatically. To stop a renewal, email billing@inferaengine.com before the renewal date. A plan you stop ends at the end of the year already paid for.

How you pay

We invoice according to the payment schedule in the proposal you accepted, or, for a website package ordered online, once for the first-year total when you order. You can pay an invoice by bank transfer to the account named on it, or online where the invoice page offers it: by card through Stripe, with PayPal, or with the cards and local payment methods of Paymob (Egypt, Saudi Arabia, the UAE and Oman) or Tap (the Gulf, including mada, KNET and Benefit). The ways offered depend on the invoice’s currency. Payment is due by the date shown on the invoice.

Online payments and security

Online payments are taken by the payment provider you choose (Stripe, PayPal, Paymob or Tap) on its own secure, PCI DSS compliant payment pages. Your card or account details go straight to that provider: Infera Engine Ltd never sees or stores your full card number, and this website never asks for card details.

An invoice is marked paid only once the provider confirms the payment to us directly; coming back to the invoice page is not enough on its own. The provider’s own terms apply to what you enter on its pages.

How our services are delivered

Our services are delivered digitally: software, apps, APIs, AI agents, hosting, documents and advice are provided through access to online systems, code repositories, online meetings and email. Nothing is shipped physically.

Delivery dates and milestones are those agreed in the written proposal.

Your right to cancel (consumers)

If you are a consumer (buying for purposes outside your trade or business) and you made the contract with us at a distance, such as online or by email, you can cancel it within 14 days of the day the contract was made, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To cancel, email billing@inferaengine.com with a clear statement that you are cancelling.

When you order a website package online, you choose whether we start within those 14 days; if you do not ask us to, we start after them. If you asked us to start work within those 14 days, you pay for the work done up to the time you told us you were cancelling. If, at your request, the service was fully provided within the 14 days and you acknowledged that you would then lose the right to cancel, the right no longer applies.

Cancelling a project (business clients)

Business clients can cancel a project as the proposal sets out. Unless the proposal says otherwise, you pay for the work done and the costs committed up to the date you cancel, and you receive the work completed up to that date once it is paid for.

Refunds

If you cancel within your 14-day right as a consumer, we refund what you paid, less the value of any work done at your request, within 14 days of the day you told us you were cancelling.

If you paid in advance for work that has not been done when a project or service plan ends, we refund that amount, except for the usage described under “Non-refundable AI and infrastructure usage” below.

If a service was not provided with reasonable care and skill, tell us: we will put it right, or, where that is not possible, give you an appropriate price reduction, as the Consumer Rights Act 2015 provides for consumers.

Refunds are paid to the method you paid with (card payments back to the same card, PayPal payments to the same PayPal account) unless we agree another way with you.

Non-refundable AI and infrastructure usage

Except where required by applicable law, fees attributable to AI usage, model/API calls, tokens or credits consumed, computing resources, cloud infrastructure, storage, bandwidth, processing, and other metered or third-party resources that have already been used, provisioned, or incurred are non-refundable.

Subscription fees attributable to services or resources already consumed during the applicable billing period are also non-refundable.

Cancellation of a subscription prevents future renewals but does not create a right to a refund for AI usage, infrastructure resources, credits, computing capacity, or other costs already consumed or incurred before cancellation.

Nothing in this policy limits any mandatory rights available to customers under applicable consumer protection laws, including rights relating to unauthorized or duplicate charges, services not provided, or services that materially fail to conform to their description.

Service plans and subscriptions

Ongoing service plans, such as hosting, monitoring and support, run for the period set out in the written service plan and can be cancelled as that plan describes.

Product subscriptions, such as Infera Agent plans, are managed and cancelled on the product’s own website under its terms.

Questions, complaints and payment disputes

For any question about an invoice, a payment, a cancellation or a refund, email billing@inferaengine.com with your invoice number and we will reply in writing.

Please contact us before disputing a card payment with your bank, so that we can put things right quickly. This does not affect your rights.

Our details

Infera Engine Ltd, registered in England and Wales, company number 17520775. Registered office: 128 City Road, London, EC1V 2NX, United Kingdom. Billing: billing@inferaengine.com.