Refund Policy

1. The 30-day money-back guarantee

The first charge for a service is covered by a 30-day money-back guarantee: if you request a refund within 30 days of that charge, we will refund it in full. The guarantee applies once per service — it exists so you can try a service and walk away if it does not work out.

Refunds are returned to the original payment method, usually within 10 business days of approval. How quickly the money appears on your statement after that is up to your bank or card issuer.

A refund does not by itself cancel your subscription. If you want the service to stop as well, cancel it from your account or tell us when you write.

2. Renewal charges

Renewal charges are refunded pro rata: if you cancel during a renewal period and ask for a refund, we refund the prepaid fees for the unused remainder of that period, counted in whole days from the day after cancellation takes effect. Service ends when the refund is issued.

3. What is not refundable

• Metered usage charges for usage already incurred.
• Fees for services we terminate for breach of the Terms of Service or the Acceptable Use Policy.
• Fees for time in which the service was available to you, outside the guarantee in section 1.

4. Pro-rata refunds we give in other cases

Separately from the above, you may cancel and receive a pro-rata refund of prepaid, unused fees where:

• we materially reduce a paid feature you rely on (Terms, section 2);
• we make a material change to the Terms of Service that you do not accept (Terms, section 15);
• you object on reasonable data protection grounds to a new sub-processor and we cannot offer an alternative (Data Processing Addendum, section 3);
• we resolve an intellectual property claim by terminating the affected Service (Terms, section 14).

5. Fair use of this policy

The money-back guarantee exists so you can walk away from a purchase that did not work out — not to use the Services at a discount. We may refuse a refund, or limit future refunds, where the right is exercised in a manner we reasonably consider abusive, such as repeatedly re-subscribing to a service to claim the guarantee again, or claiming it across multiple accounts operated by the same person or organisation.

6. How to request a refund

Email support@c10ud.net from the address on the account. Tell us which charge you want refunded — the date and amount, or the invoice number — and whether you also want the subscription cancelled. You do not have to give a reason.

We come back to you as quickly as we can and tell you whether the refund is approved. If we refuse one, we will say why.

7. Service credits are not refunds

If we miss the 99.9% uptime commitment, the remedy is a service credit against future invoices under section 6 of the Terms of Service, not a cash refund. Credits are not exchangeable for cash.

8. Changes to this policy

We may update this policy. For material changes affecting paid customers we will give at least 30 days’ notice by email or in-product notice before they take effect. The policy in force when a charge was taken is the one that applies to that charge.