Legal
Refund Policy
1. What this policy covers
This policy explains when and how Infinity IT Solutions Limited ("Infinity", "we") refunds money that it has collected. It applies to two kinds of payments:
- Payments for partner services, which we collect as payment collection agent on behalf of a partner platform. Today this is DodoGo, a ride-hailing service in Mauritius. Card statements for these payments show INFINITY IT SOLUTIONS.
- Payments for our own services, meaning software development, design, maintenance and dedicated team services provided to business clients.
This policy is part of our Terms and Conditions. It does not reduce any right you have under the mandatory consumer law of the country where you live.
2. Payments for partner services (DodoGo)
2.1 Who decides
Infinity collects the payment but does not provide the ride. Whether a refund is due is decided by the partner under its cancellation and refund rules, which are shown in the partner's app. Once the partner approves a refund, Infinity executes it. Infinity may also refund on its own initiative where the error is on the payment side, for example a duplicate charge.
2.2 When a refund is due
| Situation | Outcome |
|---|---|
| You were charged twice for the same ride | Full refund of the duplicate charge, no approval needed |
| You were charged but the ride was cancelled by the driver or by the partner, or no driver arrived | Full refund |
| You cancelled the ride before the driver was assigned or within the partner's free cancellation window | Full refund of any amount already captured |
| You cancelled after the free cancellation window or did not show up | The partner's cancellation fee shown in the app is kept; any amount above it is refunded |
| The ride was completed but the fare charged differs from the fare shown or agreed in the app | The difference is refunded after the partner confirms the correct fare |
| The ride was completed as ordered | No refund, unless the partner's own rules grant one (for example a goodwill credit) |
| A pre-authorisation hold was placed but the final charge was lower or the ride did not happen | The hold is released, not refunded; it disappears from your statement within 1 to 7 business days depending on your bank |
The partner may offer you a credit in its app instead of a card refund. You can always ask for the refund to go back to your card instead.
3. How to request a refund
- For issues with the ride itself (fare, route, cancellation), contact the partner's support in its app first. The partner reviews the trip and approves or declines the refund.
- For issues with the charge itself (duplicate charge, a charge you do not recognise, a refund that has not arrived), contact Infinity at info@infinityitsol.com.
To find your transaction quickly, include the date and amount of the charge, the last four digits of the card, the name on the partner account, and the order or trip number from the partner's app if you have it. We acknowledge every request within 2 business days.
Refund requests can be made at any time, but requests made more than 120 days after the charge may be impossible to process through the card networks; in that case we will arrange the refund by another means.
4. How and when refunds are paid
- Refunds are paid to the original payment method only. We do not pay refunds in cash, to another card or to a bank account, except where the original card has been closed and the card network cannot route the refund; in that case we will ask you for alternative details.
- We submit an approved refund to the payment service provider within 3 business days of approval. The money is then usually visible on your statement within 5 to 10 business days, depending on your bank. Some banks take up to 30 days to post a refund.
- Refunds are made in the currency of the original charge. If your card is in a different currency, your bank converts the refund at its own rate; the amount you receive may differ slightly from the amount you paid, and your bank may not return its foreign transaction fee. We do not cover these differences.
- Partial refunds are possible, for example when a cancellation fee is kept.
5. Software development services
Refunds for our own services are governed by the signed agreement or accepted proposal with the client. Unless it says otherwise:
- a prepayment for work that has not started is refundable in full if the client cancels in writing before work begins, less any third-party costs already incurred on the client's behalf (for example licences or hosting purchased for the project);
- fees for work already performed, and milestones already accepted, are not refundable;
- if we are unable to deliver an agreed milestone and the shortfall is not corrected within 30 days of the client's written notice, the client may terminate and receive a refund of the fees paid for that undelivered milestone;
- refunds to business clients are paid by bank transfer to the account from which the payment was received, within 14 days of the agreed refund amount being confirmed.
6. Chargebacks
If you believe a charge is wrong, please contact us or the partner before disputing it with your bank. A refund through us is usually faster than a chargeback, which can take several weeks. If a chargeback is opened, we respond to the card issuer with the transaction records available to us and the partner, including trip details, app logs and prior communication. If a chargeback is decided in your favour, the matter is closed; we will not pursue you for the amount unless we have evidence that the dispute was made in bad faith.
7. Contact
Infinity IT Solutions Limited
7/F, MW Tower, 111 Bonham Strand, Sheung Wan, Hong Kong
Email: info@infinityitsol.com
DodoGo support: in the DodoGo app, or via dodogo.mu.