Refund & Cancellation Policy
Last updated: [date]
Ekire runs on a prepaid wallet. You add funds, and the servers and add-ons you run draw from that balance by the hour. This page explains when money comes back to you, when it does not, and how to ask. It sits alongside the billing section of our Terms of Service, and where the two disagree, the Terms win.
Cancelling
There is no contract, no minimum term, and nothing to sign to leave.
- Destroying a server is how you cancel it. Billing for that server stops the hour it is destroyed. Stopping or powering off a server does not stop billing — a stopped server still holds its resources and still draws from your wallet.
- Add-ons are cancelled by deleting them. Block storage, reserved IPs and snapshots bill for as long as they exist on your account, including while detached from any server. Deleting them is what stops the charge.
- Closing your account is separate from destroying servers. Destroy what you are running first, then close the account from the console or by emailing [email protected].
How the billing model affects refunds
Every plan has a monthly price. The hourly rate is that monthly price divided by 730, and it is capped: however many hours you run in a month, a server never costs more than its monthly price. Because you are charged for the hours you actually used, there is no unused prepaid term to refund the way there would be on an annual plan — you stop the charge by destroying the resource.
Wallet top-ups
- Funds you have already spent are not refundable. Wallet funds pay for resources as you run them, so hours already consumed, bandwidth already transferred, and storage already provisioned are not refunded.
- Unspent balance. A top-up that has not yet been drawn down is [refundable / refundable within [N] days of the top-up / not refundable, and usable only as service credit]. Where a refund is given, it is returned to the original payment method, less [any payment-gateway fees that are not returned to us / nothing].
- Crypto top-ups. Payments made in cryptocurrency are [refunded as wallet credit only, not back to a wallet address / refunded to the originating address at the exchange rate on the day of the refund], because the value at refund time is not the value at payment time.
- Promotional credit, referral credit and service credits under the SLA are never refundable for cash. They offset future usage only, and they expire if the account closes.
Unused balance when you close your account
If you close your account with money still in the wallet, the remaining balance that came from your own top-ups is [refunded on request to the original payment method / forfeited / refunded on request where the balance is at least $[N]]. Request it before the account closes; once closed, the wallet history and the balance [can / cannot] be restored.
If we close or suspend your account for a breach of the Terms or the Acceptable Use Policy, or for fraud, any remaining balance is [forfeited / handled case by case].
Balances left on dormant accounts are [held indefinitely / treated as expired after [N] months of inactivity], subject to any unclaimed-property law that applies.
When we will refund
Some things are our mistake, and we fix them with money rather than argument:
- A duplicate or double charge from a payment retry.
- A billing error on our side — a resource billed that you did not have, or billed at the wrong rate.
- A failed provision. If a server is charged for but never came up, the charge is reversed to your wallet.
Missed uptime is handled separately, as service credits under the SLA, not as a cash refund.
When we will not refund
- Hours, bandwidth or storage you have already used.
- A server you forgot to destroy, or an add-on you forgot to delete. Billing runs on what exists, not on what you used it for.
- Data lost because a suspended server passed its grace period and was reclaimed. Keep your own backups.
- Suspension or termination for breaking the Terms or the AUP.
- Third-party costs you incurred while using Ekire, such as domains or licences bought elsewhere.
Chargebacks
If a charge looks wrong, email us before you contact your bank — most of them are a resource still running, and we can show you which one within a working day.
- Opening a chargeback or payment dispute immediately suspends the account and the servers on it, because the funds behind them are no longer settled.
- We will respond to the dispute with our billing records: the resources, the hours, and the wallet ledger.
- An account with a chargeback against it may be closed, and we may decline to serve it again. A reinstatement fee of [$N / nothing] applies where we agree to restore an account after a reversed dispute.
- Fraudulent chargebacks are reported to the payment provider.
Taxes
Where tax was charged on a payment, the refund of that payment includes the tax, and we issue a corrected invoice or credit note for it. Prices are in US dollars; a refund is returned in the currency of the original payment, and any difference caused by exchange rates between the two dates is not something we can make up.
How to request a refund
Email [email protected] from the address on the account, and include:
- The invoice, transaction or top-up reference you are asking about.
- The date and amount.
- What you believe went wrong, in a sentence or two.
Requests must be made within [N] days of the charge. We aim to reply within [N] business days, and an approved refund reaches your payment method within [N] business days after that, depending on your bank or gateway. Where a refund is issued as wallet credit instead, it lands immediately.
Changes to this policy
We may update this policy as Ekire changes or the law changes. When we make a meaningful change, we will update the date above and tell you through the console or by email. The version in force when you made a payment is the one that applies to that payment.
Ekire is operated by RackVolt Cloud Solutions Pvt Ltd (CIN U63999BR2024PTC068951, GSTIN 10AANCR5738G1ZC), [registered address]. For any question about a charge, email [email protected].