Refund & Cancellation Policy
Effective Date: October 11, 2026
Last Updated: October 11, 2026
This Refund & Cancellation Policy explains how to cancel Ekire services, how charges are handled, and when a refund or account credit may be issued. It applies to services provided by RackVolt Cloud Solutions Private Limited under the Ekire brand and should be read together with our Terms of Service.
1. Cancelling a Service
Ekire services are generally provided without a minimum contract term. You may stop using a service at any time, subject to any specific terms displayed when you purchase it.
To cancel a virtual machine, destroy it through the Ekire control panel or use another cancellation method we make available. Powering off or stopping a virtual machine does not cancel it. Charges continue while the resource remains provisioned.
Billable add-ons, including block storage, reserved IP addresses, snapshots and other separately charged resources, must be deleted or released to stop further charges. Charges may continue while an add-on remains allocated to your account, including when it is detached from a virtual machine.
Closing your Ekire account is separate from cancelling individual resources. Before closing your account, review your resources and delete any that you no longer require.
2. How Billing Works
Ekire uses a prepaid wallet for applicable usage-based services. Charges are deducted from your available wallet balance as resources and add-ons are used or remain provisioned.
For services billed hourly, the hourly rate is calculated by dividing the applicable monthly price by 730. Where the monthly cap applies, charges for an eligible resource will not exceed its published monthly price for the relevant billing month.
Charges for resources already provisioned or usage already incurred are not refundable merely because you did not actively use the resource, forgot to cancel it, or no longer need it.
3. Wallet Top-Ups and Unused Balances
Wallet top-ups are non-refundable once credited to your Ekire account, subject to any refund or other remedy required by applicable law. Adding funds to your wallet does not create a right to withdraw the balance as cash.
This restriction does not prevent us from correcting a duplicate transaction, an incorrect charge, a failed provisioning charge or another transaction that should not have been collected. Any such correction will be handled under the relevant provisions of this Policy and applicable law.
If you close your account, any remaining wallet balance is forfeited and will not be refunded, except where a refund or other remedy is required by applicable law.
Promotional credits, referral credits and service credits issued under an offer or our Service Level Agreement are not redeemable for cash. They may be subject to additional conditions or expiry terms communicated when the credit is issued.
4. Circumstances in Which a Refund May Be Issued
Although wallet top-ups are generally non-refundable, we will review and correct charges that were made in error. Depending on the circumstances, a refund may be issued in the following cases:
- Duplicate payments: If the same payment is collected more than once for a single transaction, the duplicate amount may be refunded to the original payment method.
- Incorrect charges: If a billing error results in an amount being charged incorrectly, we will investigate and, where the error is confirmed, refund the incorrect amount to the original payment method.
- Failed provisioning: If a service is charged for but is not successfully provisioned, we will investigate the transaction and, where the failure is confirmed, refund the applicable charge to the original payment method.
- Legally required refunds: Where applicable law requires a refund or another remedy, we will handle the request in accordance with that law.
We may ask for relevant transaction details or other information reasonably needed to investigate a request. Where a refund is approved, the amount and method of refund will be confirmed to you.
5. Cryptocurrency Payments
Where cryptocurrency payments are supported, eligible refunds relating to those payments will generally be issued as Ekire wallet credit rather than returned to a cryptocurrency address. The wallet credit will be recorded in the customer's Ekire account.
Cryptocurrency transactions may be irreversible, and their market value can change. We do not guarantee that a refund or wallet credit will have the same market value as the original cryptocurrency payment. This section remains subject to any refund or other remedy required by applicable law.
6. Charges That Are Not Normally Refunded
Except where required by applicable law or expressly stated otherwise in this Policy, we do not refund:
- Wallet top-ups once credited to your account.
- Charges for resource hours already consumed or for resources that remained provisioned before cancellation.
- Charges for bandwidth, storage or add-ons already used or allocated to your account.
- Charges incurred because a resource was not destroyed or an add-on was not deleted.
- Loss of data following resource deletion or reclamation under the Terms of Service.
- Third-party costs, licences or services purchased separately from Ekire.
- Service interruptions for which the applicable Service Level Agreement provides service credits as the remedy, except where applicable law requires otherwise.
7. Service Credits and Availability Claims
Claims relating to uptime or service availability are handled under the Ekire Service Level Agreement ("SLA"). Where the SLA provides service credits, those credits are applied in accordance with its eligibility requirements, calculation method and claim procedure.
Service credits are not cash refunds and are not redeemable for cash, subject to applicable law.
8. Payment Disputes and Chargebacks
If you believe a payment or charge is incorrect, please contact us at support@ekire.net with the relevant transaction details so we can investigate.
Where a payment dispute or chargeback is raised, we will review the transaction and relevant records, which may include invoices, wallet activity, resource details, usage records and communications. We may provide relevant information to the payment provider or financial institution handling the dispute.
We may restrict or suspend affected services where reasonably necessary to address suspected fraud, payment risk, security concerns or a payment provider's requirements. Any such action will be handled in accordance with our Terms of Service and applicable law.
Submitting a payment dispute does not automatically establish that a charge was incorrect. Equally, nothing in this Policy limits any dispute rights or protections available to you under applicable law or the rules of your payment provider.
9. How to Request a Refund or Billing Correction
Email support@ekire.net from the email address associated with your Ekire account. Please include:
- The invoice, transaction or wallet top-up reference, if available.
- The date and amount of the payment or charge.
- The resource ID, if the request concerns a particular service.
- A brief explanation of the issue and any supporting information.
We will review the request and may ask for additional information where necessary. We aim to acknowledge refund or billing-correction requests within 3 business days. If a refund is approved, we aim to initiate it within 5–10 business days after approval.
An approved refund will generally be returned to the original payment method, except for eligible cryptocurrency payments, which are handled as described in Section 5, or where applicable law or payment-provider requirements require a different method. The time taken for a refund to appear in your account depends on the payment provider, bank or financial institution involved, and may take additional time after we initiate it.
10. Taxes and Currency Conversion
Where a refund is issued for a transaction on which tax was collected, any tax adjustment will be handled in accordance with applicable law. We may issue a corrected invoice, credit note or other required documentation.
Where a payment or refund involves currency conversion, the amount received may differ because of exchange-rate movements or fees charged by a payment provider, bank or financial institution. We are not responsible for third-party conversion differences or fees except where required by applicable law.
11. Changes to This Policy
We may update this Policy as our services, billing arrangements or legal obligations change. The current version will be published on the Ekire website with its effective or last-updated date. Where a material change affects existing customers, we will provide notice where required by law or reasonably appropriate in the circumstances.
12. Contact Information
Ekire is operated by:
RackVolt Cloud Solutions Private Limited
CIN: U63999BR2024PTC068951
GSTIN: 10AANCR5738G1ZC
Registered Office:
C/O Priyanka Devi, Floor No. 0
NH-27 Sasamusa, near Chakhasna Sirisiya
Sirisiya, Sirsia, Gopalganj, Bihar – 841505, India
For refund requests, billing questions or cancellation assistance, contact support@ekire.net.