FAQs About Refunds

This page lists common questions about refunds. If you can't find the answer you're looking for here, please submit a ticket to contact us.

Will refunds incur a handling fee?

According to our Terms of Service:

6.15 For each refund application, ClawCloud will charge a handling fee of 10% of the approved refund amount.

If the refunded order used a promo code, will the usage count of the promo code be restored after the refund?

Refunds will not restore the usage count of promo codes. Please confirm whether your order used a promo code before applying for a refund to avoid being unable to use the promo code after the refund.

Can I apply for a refund?

According to our service agreement, we offer a full refund (after deducting handling fees) within 1 day of invoice creation or a remaining value refund within 30 days.

Full Refund

Full refunds require that your used transfer quota does not exceed 5GB and the invoice creation date is within 1 day.

Remaining Value Refund

Remaining Time Value = Payment Amount × Remaining Duration of Billing Cycle ÷ Total Duration of Billing Cycle

Remaining Traffic Value = Payment Amount × Remaining Available Traffic in Billing Cycle ÷ Total Available Traffic in Billing Cycle

Remaining Value = min(Remaining Time Value, Remaining Traffic Value)

Why does it take so long to process a refund, and will I be charged more?

The remaining duration of billing cycle for the refund will be calculated from the time you first initiate the refund request. We will process refunds in the order they are received. During peak periods, refunds may be delayed.

Where will the refund be returned to?

Refunds will be returned to your original payment method.

Refund Notes

The time it takes for the refund to be credited depends on your payment method.

Why is it best to shut down the instance before initiating a refund?

Before you initiate a refund, we recommend shutting down your instance to prevent unnecessary consumption of transfer quota. Next, you can follow the refund process to agree to the refund or consider other solutions.

Prevent Transfer Quota Consumption

This effectively prevents your instance from consuming unnecessary transfer quota during the refund processing period and avoids failure in obtaining a full refund due to exceeding the transfer quota.

Will my data be deleted after the refund?

After you initiate the refund and agree to confirm the refund according to the process, we will delete your instance, and the data cannot be recovered. Please back up your data before initiating a refund.

Why was my refund request rejected?

Refunds may be rejected for the following reasons:

Possible reasons for rejection (including but not limited to)

1. Exceeding the refund time limit (only accepting requests within 30 days of new orders)
2. Instances that have been transferred are not eligible for a refund
3. Refund cannot be accepted by the original payment channel due to user-related reasons
4. The service purchase page has indicated that the product does not support refunds

My refund was rejected. Can I appeal?

If you believe your refund was wrongly rejected, you can submit a ticket to contact us, and we will resolve the issue as soon as possible.

Can the order be restored after the refund is completed?

After the refund is successful, your order cannot be restored.

Is there a specific refund policy?

Please refer to Section 6 of the Terms of Service for specific refund policies.