Refund Policy

1. How ordering works

1. Sign up in the Console and accept the Terms of Service, the Privacy Policy and this Refund Policy.
2. Top up a Project’s Wallet from Billing. Before you confirm, you see the amount before tax, the VAT and the total to pay, and you tick to accept all three policies every time before the order is created.
3. Pay the amount shown with the PromptPay QR, then upload the transfer slip on the same screen (or send the transaction ID for Bitcoin).
4. Once the payment is confirmed, the amount goes into the Wallet and we email you. Top-ups and charges are listed under Billing.
5. Choose a package or create a service in the Console. The charge is shown before you confirm each time and is taken from the Wallet as set out on the pricing page and in section 9 of the Terms of Service.

2. Delivery

• Every service is a digital service delivered over the internet. Nothing is shipped by post or courier.
• Packages and services are available in the Console as soon as the Wallet charge succeeds. Services that need a machine prepared, such as a Database or Container, show their progress in the Console until ready.
• Wi-Fi Hotspot Perpetual License is delivered as a license file you download in the Console as soon as it is paid.
• If a paid service does not start because of a fault on our side, you can have that charge returned to your Wallet under section 3.

3. Charges returned to your Wallet

If we charged your Wallet in error, for example a deployment that failed because of our systems or an incorrect overage charge, you can ask for that charge back to your Wallet.

• Ask within 30 days of the charge, for no more than that charge. Each charge can be claimed once.
• Build overage charged for a build that failed is returned to the Wallet automatically, without asking.
• Amounts returned to the Wallet can be used for services as usual but cannot be paid out as cash.

4. Refunds of unused top-ups

• Wallet money that came from a PromptPay top-up and has not been used can be refunded as money within 30 days of paying that top-up.
• The refund is no more than what is left of that top-up, and no more than the unused balance of the receiving Project’s Wallet once amounts that did not come from real payments are set aside (see section 5).
• The money refunded is in proportion to what you actually paid, VAT included, in the currency you paid in.
• We refund only to the original account or payment channel, in the name of the original payer, and may ask for proof of identity first.
• A top-up the system approved from a slip automatically can be refunded as money only after our team has confirmed the money arrived.
• After 30 days, refunds cannot be requested from the Console. If there is a good reason, open a ticket and the team will look at it case by case.

5. What is not refunded

• Charges correctly taken from the Wallet for actual use are final, including a package’s fee for a period that has started.
• Yearly Wi-Fi Hotspot paid in advance, if you stop before the year ends.
• Security Center monthly minimums already paid, when you change or cancel a plan.
• Wi-Fi Hotspot Perpetual License, maintenance and upgrade charges, as a license file works the moment it is issued.
• Bitcoin top-ups cannot be paid back by transfer; the balance stays in the Wallet and can be used for services as usual.
• Credit that did not come from a real payment: credit added by our team, promotions or discounts, amounts returned to the Wallet, and balances moved in from another Project.
• Any balance not claimed before the account is closed.
• Accounts suspended or ended for breaking the Terms of Service, under section 9 of the terms.

6. How to ask for a refund

1. In the Console, open Help & support and choose Request a refund.
2. Pick the charge or top-up, enter the amount and explain why. Only items that can still be refunded are listed.
3. Our team reviews the request; it must be approved by a different team member from the one who created it. You can follow its status on the same page and we email you the outcome.
4. Back to the Wallet: the amount is added as soon as it is approved. As money: the amount is taken from the Wallet as soon as it is approved, then our finance team makes the transfer and records its reference for you to see on the request.

Up to 5 requests can wait for review at a time. If a request is rejected, we tell you why.

7. Refunds by shops using Business Apps

Customers of a shop using Business Apps pay the shop’s own account directly; we never receive or hold that money. Refunds for goods or bookings are between the shop and its customers, under the shop’s own policy.

8. Chargebacks

Please ask for a refund through section 6 first. If you reverse a payment or file a chargeback with your bank or payment provider without good reason, we may suspend the account until it is paid in full, under section 9 of the Terms of Service.

9. Changes to this policy

We may change this policy under section 17 of the Terms of Service. When we do, the Console shows the new version for you to accept before you carry on. Requests sent before a new version takes effect are decided under the version in force when they were sent.