Refund Policy

1. Unused credits

Prepaid credit that you have not consumed stays in your balance and does not expire. It is not paid back in cash, including when you close your account (Terms, Section 10). The exceptions are charges caused by a fault on our side (section 3) and cases where the law requires a refund; those are paid back to the method you paid with. Card purchases processed by our payment provider are refunded through that provider; USDT purchases are refunded to the sending address unless you tell us otherwise.

Refunds cover the amount you paid, not promotional or bonus credit (including the $5 top-up bonus). If part of a purchase has been consumed, the unconsumed remainder is refunded.

2. Consumed usage

GPU instance time that has run and API tokens that have been served are not refundable. Instances are billed per minute; when you destroy an instance, the unused minutes of the pre-authorised hour go back to your credit balance automatically, so you only ever pay for the minutes that ran.

If you forgot to destroy an instance, the minutes it ran are still usage. If you run unattended jobs, destroy the instance when the job finishes.

3. Failed or unusable instances

If an instance fails to start, the pre-authorised hour is returned to your balance automatically and nothing is charged. If an instance started but was unusable because of a fault on our side (for example missing access details or a broken template), tell us within 7 days and we refund the affected charge in full.

Network latency, supplier maintenance windows and model behaviour are not grounds for a refund of consumed usage.

4. Bonus and promotional credit

The $5 top-up bonus, referral rewards and promotional credit have no cash value, cannot be withdrawn and are not refundable.

5. Chargebacks and disputes

Please contact us before opening a dispute with your card issuer or payment provider. We answer within one business day and refund promptly when a refund is due.

Accounts that open a payment dispute for credits that were delivered and consumed may be suspended while the dispute is reviewed.

6. How to request a refund

Email us from your account email address with the transaction reference (shown on the Billing page) at support@cloudgpu.app. Approved refunds are issued within 5 business days; the time for the money to reach you depends on your payment provider.