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Refund Policy

Last Updated: January 2025

1. Overview

This Refund Policy explains Cloudwise MaaS's policies regarding refunds, cancellations, and credits for our services. By using our Service, you agree to this Refund Policy.

Please read this policy carefully before making a purchase. If you have questions, please contact our support team at maas@cloudwise.com.

2. Subscription Plans

2.1 Monthly Subscriptions

For monthly subscription plans:

  • Cancellation: You may cancel your subscription at any time. Cancellation takes effect at the end of your current billing period.
  • Refunds: We do not provide refunds for partial months. You will continue to have access to the Service until the end of your paid period.
  • No Refund for Used Service: Once you have used the Service during a billing period, no refund will be provided for that period.

2.2 Annual Subscriptions

For annual subscription plans:

  • Cancellation: You may cancel your annual subscription at any time.
  • Refund Window: If you cancel within 30 days of purchase, you may be eligible for a full refund, subject to our review.
  • Pro-rated Refunds: After 30 days, refunds (if approved) will be calculated on a pro-rated basis, minus any usage fees.
  • Usage Fees: Any usage that exceeds your plan's included limits will be deducted from refunds.

3. Pay-as-You-Go and Usage-Based Plans

For pay-as-you-go and usage-based billing:

  • No Refunds: Charges for actual usage are non-refundable.
  • Prepaid Credits: Prepaid credits are non-refundable but may be transferable in certain circumstances, subject to our approval.
  • Unused Credits: Unused prepaid credits do not expire but are non-refundable.

4. Enterprise and Custom Plans

For enterprise and custom plans:

  • Contract Terms: Refund policies are governed by your specific service agreement or contract.
  • Early Termination: Early termination fees may apply as specified in your agreement.
  • Custom Terms: Please refer to your signed agreement for specific refund and cancellation terms.

5. GPU Compute Services

For GPU compute and infrastructure services:

  • On-Demand Instances: Charges are based on actual usage time. No refunds for used compute time.
  • Reserved Instances: Refunds may be available for unused reserved capacity, subject to terms of your reservation agreement.
  • Spot Instances: No refunds for spot instances, as they are offered at discounted rates.
  • Billing Errors: If you believe you have been incorrectly charged, contact us within 30 days for review.

6. Refund Eligibility

Refunds may be considered in the following circumstances:

  • Service Failure: If our Service fails to meet the SLA guarantees specified in your plan, you may be eligible for service credits or refunds.
  • Billing Errors: If we make an error in billing, we will correct it and provide a refund if applicable.
  • Duplicate Charges: Duplicate charges will be refunded immediately upon verification.
  • Unauthorized Charges: Unauthorized charges will be refunded after investigation.

Refunds are NOT available for:

  • Change of mind or dissatisfaction with the Service
  • Failure to use the Service
  • Violation of Terms of Service resulting in account termination
  • Usage-based charges for services actually consumed

7. Refund Process

7.1 Requesting a Refund

To request a refund:

  1. Contact our support team at maas@cloudwise.com
  2. Provide your account information and reason for refund request
  3. Include any relevant documentation or evidence

7.2 Review Process

We will review your refund request within 5-10 business days. We may request additional information to process your request.

7.3 Refund Processing

If approved, refunds will be processed to your original payment method within 10-15 business days. Processing times may vary depending on your payment provider.

8. Service Credits

In some cases, instead of a refund, we may offer service credits:

  • Service credits can be applied to future charges
  • Credits are non-transferable and non-refundable
  • Credits may have expiration dates as specified
  • Credits cannot be exchanged for cash

9. Chargebacks

If you initiate a chargeback or dispute a charge with your payment provider:

  • Your account may be suspended pending resolution
  • We will provide evidence of service delivery to your payment provider
  • If the chargeback is found in your favor, we will process the refund
  • Repeated chargebacks may result in permanent account termination

10. Cancellation

10.1 How to Cancel

You can cancel your subscription:

  • Through your account dashboard
  • By contacting our support team
  • By emailing maas@cloudwise.com

10.2 Effect of Cancellation

Upon cancellation:

  • Your subscription will not renew
  • You will retain access until the end of your paid period
  • Your data will be retained according to our data retention policy
  • You may reactivate your account at any time

11. Special Circumstances

We understand that special circumstances may arise. We will consider refund requests on a case-by-case basis for:

  • Medical emergencies
  • Natural disasters
  • Extended service outages beyond our control
  • Other circumstances at our sole discretion

12. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Material changes will be notified via email or prominent notice on our website. Your continued use of the Service after changes constitutes acceptance of the modified policy.

13. Contact Us

If you have questions about refunds or cancellations, please contact us: