Proposed launch terms, not yet effective. Company details and service-specific commitments must be confirmed before live orders. The sections below describe the proposed policy in full.
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1. Scope and your statutory rights
This policy explains how refund requests for Starcloud server services and optional extras are assessed. It applies alongside the accepted order, Terms of Service and any service-specific refund conditions disclosed before payment.
Nothing in this policy limits a refund, withdrawal right or other remedy that applies by law. Eligibility may differ for consumers and business customers and according to the nature of the service. This draft does not advertise a fixed money-back guarantee or assume that every jurisdiction has the same cooling-off period.
2. Duplicate payments and billing errors
A verified duplicate collection for the same amount due, an unauthorised extra or an incorrect charge should be corrected. The correction may involve cancelling an unpaid invoice, correcting a balance or returning an overpayment, depending on whether money was actually collected.
Send the invoice number, payment date, amount and a transaction reference if available. Do not send a complete card number or banking credentials. An invoice marked unpaid is not proof that a payment failed; disputed payment status should be reconciled before asking you to pay again.
3. Orders that cannot be delivered
If an accepted and paid order cannot be supplied, you may request cancellation and return of the payment attributable to the undelivered service. A different region, smaller resource allocation or other material substitute should not be imposed as an equivalent without your agreement.
Where an order contains both delivered and undelivered items, the assessment should identify the affected portion rather than treating the entire order as either delivered or unused. Any alternative fulfilment arrangement and revised price must be agreed clearly.
4. Cancellation and unused time
Cancellation and refund requests are separate actions. Cancel through the available account controls or support and retain the confirmation of the effective date. Powering off a server does not release every reserved resource and is not a request to stop future billing.
A change of mind or unused time after activation does not automatically qualify for a discretionary prorated refund. Eligibility depends on the terms disclosed with the order and any mandatory rights. This does not allow an undisclosed non-refundable condition to override what was promised before purchase.
If a renewal was collected after a cancellation that was confirmed to take effect before that renewal, the payment should be investigated and any incorrect charge corrected.
5. Storage, backups and other extras
Refund assessment for an extra should consider whether it was authorised, supplied and used, and whether it can be cancelled separately. Adding storage or selecting backups is not an independent guarantee that the entire server order can be refunded.
Any non-refundable third-party fee or one-time service charge must be disclosed before purchase and remain subject to applicable law. The possibility of such a charge is not permission to invent a deduction after a refund is requested.
6. Service faults and availability claims
Report a service fault with the affected server, time period and symptoms so its cause and impact can be investigated. Where a contractual service-level schedule applies, an availability claim follows its scope and credit rules.
A service credit normally applies to future eligible charges rather than being a cash refund. It must not replace a cash remedy required by law. Customer configuration errors, unsupported software or an application-level problem do not automatically establish that the underlying server service was not supplied.
7. How to submit a request
Open a billing support ticket from the account associated with the order. Identify the service and invoice, explain why you believe a refund is due and specify the amount or items concerned. If you cannot access the account, use the contact methods currently listed on the Contact page.
Submit the request promptly and retain relevant order confirmations, cancellation messages and payment references. Any contractual deadline must have been disclosed in the applicable terms; statutory time limits remain applicable. Explain if an earlier request or account-access problem affected your ability to report the issue.
Support may request limited additional information to verify the payment or understand the issue. Review of a request is not approval, but the decision should state the reasons and identify any partial amount approved.
8. How an approved refund is returned
An approved refund should normally be returned to the original payment method and in the original transaction currency. If that method cannot receive it, an alternative requires appropriate verification and agreement. Account credit should not replace an owed cash refund without your agreement or a lawful basis.
Payment-provider and bank processing times vary. Keep the refund confirmation and reference so the payment can be traced. Any tax adjustment should be documented consistently with the invoice. Exchange-rate differences and external fees require individual assessment and do not justify withholding the approved principal amount without a valid basis.
9. Disputes and further review
If you disagree with the outcome, reply to the billing ticket with the decision reference and any additional evidence. A review should consider the actual order terms, delivery history and payment records.
You may also exercise rights available through your payment provider or under law. Tell support if the same payment is already subject to a reversal or dispute so records can be reconciled and the same amount is not reimbursed twice. A payment dispute does not automatically cancel the associated service.
Questions about this policy?
If you have an account, open a support ticket with the relevant service or invoice reference. Otherwise, check the contact page for available ways to reach us.