Refund and Cancellation Policy

Last updated: March 2026

This policy explains how refunds and cancellations work for the DSInfra platform operated by Essential Online Traders LTD.

Important: This policy applies only to DSInfra platform subscription fees and transaction fees. It does not apply to orders placed between suppliers and dropshippers—those are governed by the Direct Fulfillment Agreement.

1. What This Policy Covers

This refund policy applies to:

  • Monthly and annual subscription fees paid to DSInfra
  • Per-order transaction fees charged by DSInfra

This policy does not cover:

  • Product purchases between dropshippers and suppliers
  • Payments made to suppliers via Stripe Connect
  • Disputes about product quality, shipping, or fulfilment

DSInfra is a technology platform, not the merchant of record for any product transaction. For product-related refunds and disputes, refer to the supplier's stated return policy and the Direct Fulfillment Agreement.

2. Subscription Cancellation

You may cancel your DSInfra subscription at any time through your account settings or by contacting us at support@dsinfra.io.

  • Cancellation takes effect at the end of your current billing period
  • You retain access to paid features until the end of the period you've paid for
  • No partial refunds are provided for unused time within a billing period
  • Your data will be retained for 30 days after cancellation, after which it may be deleted

3. Refund Eligibility

We offer refunds in the following circumstances:

New Subscriptions

  • Full refund within 14 days of your first paid subscription if the service does not meet your needs
  • To request a refund, contact us at support@dsinfra.io

Service Issues

  • Pro-rata refund or account credit if the service is unavailable for extended periods (more than 48 consecutive hours) due to issues on our end
  • This does not apply to scheduled maintenance or issues with third-party integrations

Billing Errors

  • Full refund for any duplicate charges or billing errors
  • Contact us immediately if you notice a billing discrepancy

4. Non-Refundable Items

The following are not eligible for refunds:

  • Past transaction fees: You cannot retroactively request refunds of platform fees on orders that have already been processed and fulfilled. (Note: Platform fees are refunded when individual orders are cancelled or refunded — see Section 5 below.)
  • Partial months of service after cancellation
  • Accounts terminated for violation of our Terms of Service
  • Subscriptions older than 14 days (unless due to service issues or billing errors)

5. Platform Fees on Order Cancellations

When an order between a dropshipper and supplier is cancelled or refunded, platform fees are handled separately from subscription refunds:

  • Order cancelled before dispatch: 100% of the platform fee is refunded
  • Full refund after dispatch: 100% of the platform fee is refunded
  • Partial refund: Platform fee is refunded proportionally (e.g., 40% refund = 40% of fee refunded)

These refunds happen automatically when the supplier processes the order cancellation or refund through DSInfra.

Stripe processing fees (charged to suppliers as the merchant of record) are non-refundable. Stripe does not return processing fees on refunded transactions. This is a Stripe policy, not a DSInfra policy.

For full details on order cancellations and refunds between suppliers and dropshippers, see the Direct Fulfillment Agreement.

6. Annual Subscriptions

For annual subscriptions:

  • Full refund available within 14 days of purchase
  • After 14 days, you may cancel but no refund will be provided for the remaining term
  • You retain access until the end of your annual billing period

7. How to Request a Refund

To request a refund:

  1. Email us at support@dsinfra.io
  2. Include your account email and the reason for your refund request
  3. We will respond within 3 business days

8. Refund Processing

  • Approved refunds are processed within 5-10 business days
  • Refunds are issued to the original payment method
  • Depending on your bank or card issuer, it may take additional time to appear on your statement

9. Account Downgrades

If you downgrade to a lower-tier plan:

  • The change takes effect at your next billing date
  • No refunds or credits are provided for the difference in plan cost
  • You retain access to higher-tier features until your next billing date

10. Free Trial

If we offer a free trial:

  • No payment is required during the trial period
  • You may cancel before the trial ends to avoid charges
  • If you do not cancel, your subscription will automatically begin and your payment method will be charged

11. Product Order Disputes

DSInfra does not mediate or process refunds for product orders between suppliers and dropshippers. If you have a dispute about:

  • Product quality or condition: Contact the supplier directly. Suppliers are responsible for product quality under the Direct Fulfillment Agreement.
  • Shipping or delivery issues: Contact the supplier who fulfilled the order. Suppliers handle all shipping and tracking.
  • Missing or incorrect items: Contact the supplier directly to arrange replacement or refund per their return policy.
  • Payment disputes: Payments to suppliers are processed via Stripe Connect. Disputes are handled through Stripe's dispute process.

We encourage suppliers and dropshippers to resolve disputes directly and in good faith. DSInfra provides transaction records and order history that may assist in dispute resolution, but we are not liable for disputes between users.

12. Contact Us

For questions about refunds or cancellations, contact us at:

Essential Online Traders LTD
Email: support@dsinfra.io
Registered Office: 8 Summering Close, Okehampton, England, EX20 1FY
Company Number: 11901044