1. Overview
This policy explains when The Clouders provides refunds for Services. It forms part of our Terms of Service. Nothing in it affects rights you have under consumer-protection law that cannot be excluded.
2. Eligibility
You may request a refund soon after the start of a new Service if the Service cannot be used as described in its Configuration and we are unable to fix the problem within a reasonable time.
Refunds may also be given where:
- we cancel an order before provisioning, for example because a Configuration is unavailable — in which case any amount paid for that order is refunded in full; or
- we terminate a Service for reasons that are not caused by you — in which case unused, prepaid fees are refunded pro rata.
3. Not refundable
Unless required by law or agreed in your order, the following are not refundable:
- fees for billing periods that have already started, when you cancel a Service yourself;
- one-off setup or installation fees, and hardware ordered specifically for you;
- Services suspended or terminated because of a breach of our Terms or Acceptable Use Policy.
4. Cancelling a Service
You can cancel a Service at any time with effect from the end of the current billing period, so it won't renew. To cancel, email support@theclouders.com from the email address on your account, or use the Client Area where available. Remember to retrieve your data first: storage is erased after the Service ends.
5. How to request a refund
Email support@theclouders.com with your account details, the Service concerned and the reason for the request. We'll confirm receipt and let you know our decision.
6. Processing
Approved refunds are made to the original payment method as soon as practicable after approval. Your bank or card provider may take additional time to show the credit.
7. Chargebacks
If you have a billing concern, please contact us first so we can resolve it. Opening a payment dispute may lead to the affected Services being suspended while it is investigated.
8. Contact
The Clouders
theclouders.com
Sales: sales@theclouders.com
Support and all other enquiries: support@theclouders.com