Refund Policy
Last updated: 3 April 2026
1. General Policy
Because NawaCloud provides digital infrastructure services, reserved compute capacity, deployment work, configuration time, and operational support, payments are generally non-refundable once provisioning, setup, or service activation has started.
2. Cases Where Review May Be Considered
We may review refund or service-credit requests in limited cases, including duplicate billing, clear billing errors, failure to deliver an agreed service after payment where no usable service was provisioned, or accidental overcharges confirmed by our finance or support team.
3. Non-Refundable Situations
The following are generally not eligible for refunds:
- active or partially used billing periods
- custom setup, migration, onboarding, or consulting work already performed
- customer change of mind after service activation
- suspension caused by non-payment, abuse, or policy violations
- issues caused by customer code, misconfiguration, insecure credentials, or unsupported third-party software
4. Service Credits
Where appropriate, and at our discretion, we may offer service credits, plan adjustments, or corrective remediation instead of a monetary refund if that is a more reasonable way to resolve the issue.
5. Request Process
Refund-related requests should be submitted through the official NawaCloud support channel with sufficient details, including invoice reference, account email, issue summary, and relevant timeline. Additional verification may be requested before a decision is made.
6. Review Window
Customers should report billing disputes or request review as soon as reasonably possible. Delay in reporting may affect our ability to investigate and resolve the issue.
7. Payment Gateway and Bank Processing
Approved refunds may still be subject to payment gateway processing times, bank clearance delays, currency conversion differences, or third-party transaction fees outside our control.
8. Policy Changes
We may revise this Refund Policy from time to time to reflect changes in business operations, payment processes, or service structure. The latest version published on the website will apply from its effective date unless otherwise required by law.