Refund & Cancellation Policy

Last updated: 24 June 2026

1. Overview

Draconis Infrastructure, LLC ("Draconis", "we", "us") is a digital infrastructure holding company. Our products and services — across data centers, cloud computing, telecommunications, artificial intelligence and IT services — are delivered to business customers through specialised sub-brands. This corporate website does not sell packages directly; it is an informational and enquiry destination.

Substantially all of our work is business-to-business (B2B) and is arranged on an enquiry-and-agreement basis. Pricing, scope, term, billing frequency and termination rights are defined in the governing order form, statement of work, service agreement or master services agreement signed between the customer and the relevant Draconis brand (the "Service Agreement"). This policy describes our general approach to cancellations and refunds; where this policy and a signed Service Agreement differ, the Service Agreement prevails.

Payments for our brands are processed centrally under Draconis Infrastructure, LLC, which acts as the merchant of record collecting amounts due to its sub-companies and handling B2B billing. As a result, a single charge may relate to a service ordered from one of our brands.

2. How billing works

Billing terms are set out in your Service Agreement and may vary by brand and engagement. In general:

• Recurring services (for example, hosting, cloud capacity, connectivity or managed services) are typically billed in advance for each billing period — monthly, quarterly or annually as agreed.
• Project, professional-services and IT engagements are typically billed against milestones, on a time-and-materials basis, or per an agreed schedule.
• Setup, provisioning, onboarding and one-off fees are charged once, generally at the start of an engagement, and cover work performed to stand the service up.
• Usage- or consumption-based charges (where applicable) are billed in arrears based on metered consumption for the period.

Invoices are issued to the billing contact named in the Service Agreement. Amounts are stated exclusive of applicable taxes unless otherwise specified. Late payment, suspension and reinstatement terms are governed by the Service Agreement.

3. Cancellations

How and when an engagement may be cancelled depends on the service type and the notice terms in your Service Agreement:

• Recurring subscription services may generally be cancelled or non-renewed by giving written notice before the end of the then-current term or before the renewal date, subject to any minimum commitment or notice period stated in your agreement.
• Fixed-term and committed contracts run for the agreed term. Early termination, where permitted, may be subject to early-termination charges or payment of remaining committed amounts, as set out in the agreement.
• Project and professional-services engagements may be paused or terminated under the change-control and termination provisions of the relevant statement of work. You remain responsible for work performed and committed costs incurred up to the effective date of termination.

To request a cancellation, contact your account manager or email support@draconisinfrastructure.com from the registered billing contact, identifying the service or agreement concerned. A cancellation takes effect once acknowledged and processed in accordance with the applicable notice terms; cancellation does not, by itself, entitle you to a refund of amounts that are non-refundable under Section 4.

4. Refund eligibility

Because our services are contracted B2B and provisioned to order, refund eligibility is determined primarily by the Service Agreement. As a general framework:

• May be refundable (where applicable): amounts paid in advance for a recurring period that has not yet started; duplicate or erroneous charges; amounts billed in excess of what was due; and prepaid recurring fees on a pro-rated basis where your agreement expressly provides for pro-ration on early termination.
• Generally not refundable: setup, provisioning, onboarding and other one-off fees once the related work has begun; services already delivered or capacity already reserved and consumed; usage- and consumption-based charges; custom development and professional-services time already performed; and third-party costs, licences or pass-through charges procured on your behalf.
• Term commitments: where you have committed to a minimum term or minimum spend, prepaid or committed amounts are generally non-refundable except as expressly stated in your agreement.

Nothing in this policy limits any rights you may have under applicable mandatory law. Where exact refund terms vary by brand or engagement, the specific terms that apply are those set out in your Service Agreement and the applicable order form, which govern.

5. Refund process & timeframe

To request a refund, contact support@draconisinfrastructure.com with your account or invoice reference and a description of the charge. We will review the request against your Service Agreement and this policy.

• Approved refunds are issued to the original payment method used for the charge wherever possible. If that method is no longer available, we will agree an alternative method with you.
• We aim to process approved refunds promptly. Typical processing time is 5–10 business days business days from approval, after which the time for funds to appear depends on your bank or card issuer and is outside our control.
• Refunds are made in the original currency of the charge. We are not responsible for currency-conversion differences, bank fees or exchange-rate movements applied by your payment provider.

We do not promise specific refund amounts or timeframes beyond those set out in your governing Service Agreement.

6. Disputes & chargebacks

If you believe a charge is incorrect, please contact us first at support@draconisinfrastructure.com before raising a dispute or chargeback with your bank or card provider. Most issues — including unrecognised descriptors, duplicate charges and billing errors — are resolved quickly once we can identify the transaction.

We investigate every billing dispute in good faith and will provide the supporting documentation (such as the order form, invoice and service records) needed to resolve it. Initiating a chargeback for a legitimately incurred charge, or before contacting us, may delay resolution and may lead to suspension of the affected services pending the outcome. Where a chargeback is found to be unwarranted, the disputed amount and any associated fees remain payable under your Service Agreement.

7. Statement descriptor

Because payments for our brands are processed centrally, charges on your card or bank statement will appear under Draconis Infrastructure, LLC (or a closely related Draconis descriptor), even where the service was ordered from one of our sub-brands. If you see a Draconis charge you do not recognise, please check whether it relates to a service obtained through one of our brands and contact support@draconisinfrastructure.com before disputing it — we will help you identify the transaction.

8. Contact

For any question about billing, cancellations or refunds, please contact us:

• Billing & support: support@draconisinfrastructure.com
• General enquiries: info@draconisinfrastructure.com
• Phone: +1 (302) 488-1540
• Registered office: 131 Continental Dr, Suite 305, Newark, DE 19713, United States
• Company registration: Delaware, USA — File No. 7800123

This Refund & Cancellation Policy applies to Draconis Infrastructure, LLC and the brands for which it processes payments, and should be read together with your Service Agreement and our other published policies.

This document is provided in English, which is the authoritative version; automated translations are for convenience only.