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Version 1.1 · effective

This translation is provided for convenience. The Russian version is legally binding.

Refund Policy

We refund payment for a server only if it was unavailable through our fault beyond the SLA. All cases and the procedure are below.

1. Key points

  1. 1.1

    A server is paid in advance for the selected term, and we reserve data center resources for it immediately. For this reason, payment for a provisioned server is non-refundable, except where the server was unavailable through QoCloud's fault beyond the level guaranteed by the Service Level Agreement (SLA).

  2. 1.2

    Scheduled maintenance announced in advance and the other cases listed in section 4 do not count as unavailability through QoCloud's fault.

2. When server payments are not refunded

  1. 2.1

    Payment for a provisioned server, including the remainder of the Paid Term, is not refunded if:

    • the Client deleted or gave up the server before the end of the term;
    • the Client reinstalled the system, changed the configuration or lost access to the server for reasons on the Client's side;
    • the server was suspended or deleted for a breach of the Acceptable Use Policy;
    • the server was not used;
    • paid operations (IP address change, resource upgrades) have already been performed.

3. When we refund or compensate

  1. 3.1

    The server could not be provisioned: the full debited amount is automatically returned to the Balance.

  2. 3.2

    The server was unavailable through QoCloud's fault and monthly availability fell below the SLA guarantee: we credit compensation to the Balance according to the SLA table.

  3. 3.3

    The server was unavailable through QoCloud's fault continuously for more than 72 hours, or monthly availability was below 95%: at the Client's request, we terminate the agreement for that server and return the full cost of the unused term to the Balance.

  4. 3.4

    An erroneous or duplicate charge caused by a technical failure: refunded in full.

4. What does not count as unavailability through QoCloud's fault

  1. 4.1

    Time during which the server is unavailable for the following reasons is excluded from the availability calculation and does not entitle the Client to a refund:

    • scheduled maintenance announced at least 24 hours in advance on the status page and by email (within the limits set by the SLA);
    • emergency work to fix vulnerabilities and security threats, announced on the status page when it starts;
    • actions or inaction of the Client: system, firewall and network settings, reboots, reinstalls, insufficient resources of the chosen configuration, errors in the Client's software;
    • DDoS attacks on the Client's server and measures to mitigate them, including temporary disconnection of the IP address;
    • suspension for a breach of the Acceptable Use Policy, non-payment or a disputed payment;
    • problems on the side of the Client's internet service provider or in networks that QoCloud does not control;
    • force majeure.

5. How to get compensation or a refund

  1. 5.1

    Create a ticket in the "Billing" section within 14 days after the end of the month in which the server was unavailable. Specify the server and the period of unavailability.

  2. 5.2

    We check monitoring data and the incident history on the status page and respond within 5 business days. The decision and any credit appear in the Balance transaction history.

  3. 5.3

    Compensation and refunds are credited to the Balance and can be used to pay for any QoCloud services.

6. Withdrawing funds from the Balance

  1. 6.1

    Funds deposited to the Balance and not used to pay for services can be returned on request sent to billing@qocloud.tech or through a ticket, to the same payment instrument from which they were deposited.

  2. 6.2

    We deduct the actual costs incurred in receiving and returning the payment (payment partner fees). Compensation, bonuses and SLA credits cannot be withdrawn.

  3. 6.3

    We process the refund within 10 business days after confirming the request. The time it takes for funds to arrive depends on the bank.

7. Governing law

  1. 7.1

    This policy applies to the extent it does not conflict with mandatory rules of law that protect a Client who is a consumer in the country of their residence. If such rules give the Client more rights, those rules apply.

Sun Life Tower, Harbour City, Hong Kong · questions about this document: info@qocloud.tech

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