Refund Policy

1. Seven-day no-questions refund on a first purchase

Within 7 calendar days of your first purchase of any hosted plan, you may request a full refund without giving a reason. We do not deduct for days already used.

This applies once per customer, to the first order placed.

2. Refunds after the first seven days

After the first 7 days, and on renewal orders, refunds are prorated over the unused part of the period:

1. days used are counted in calendar days;
2. refund = (order amount ÷ days in the period) × days remaining;
3. if an invoice has been issued, it must first be credited or returned.

For a yearly order refunded after more than 6 months of use, the used portion is re-priced at the monthly rate and the difference refunded. Where that difference is negative, nothing is refunded and nothing is charged back.

3. Refunds where the fault is ours

In the following cases you may claim a full refund of the current period, without the proration in §2:

• your instance is unavailable for more than 72 hours in aggregate within one calendar month due to causes attributable to us (excluding pre-announced maintenance windows, and excluding unavailability caused by your nodes, your network, or a third-party model provider);
• we fail to deliver the capabilities stated for the plan you ordered;
• we unilaterally raise the price or materially reduce the service and you do not accept it.

4. When we do not refund

• where service was suspended or terminated because you breached §5 of the Terms of Service;
• where an Enterprise contract provides otherwise — those terms prevail;
• orders more than 30 days past the end of the service period;
• repeated purchase-and-refund cycles undertaken for the purpose of obtaining refunds.

5. How to claim, and when the money arrives

1. submit a refund request from the console, or email the address published in the footer, quoting the order number and the reason;
2. we review and respond within 3 working days;
3. once approved, the refund is issued to the original payment method within 7 working days.

When the money lands also depends on Alipay, WeChat Pay, and your issuing bank — typically 1 to 7 working days. Refunds always return to the original payment method; we cannot redirect them to a different account.

The instance is deleted once a refund completes, and its data is not retained. Export anything you need before you claim.