Refund & Cancellation Policy

1. Overview

This Refund & Cancellation Policy outlines the terms and conditions under which Podstack ("we", "us", or "our") provides refunds and handles cancellations for our GPU cloud computing services and related products.

We strive to ensure customer satisfaction with our services. If you are not satisfied with your purchase or encounter any issues, please review this policy and contact our billing team for assistance.

2. Refund Eligibility

Refunds may be granted under the following circumstances:

2.1 Prepaid Credits

• Unused prepaid credits may be eligible for a refund if the refund request is made within 7 days of purchase
• Partially used credit balances may be refunded on a prorated basis at our discretion
• Promotional or bonus credits are not eligible for refund

2.2 Billing Errors

• If you are charged incorrectly due to a system or billing error, a full refund of the erroneous amount will be processed
• Duplicate payments will be refunded in full
• Overcharges due to metering errors will be corrected and refunded

2.3 Service Outages

• Extended service outages exceeding the SLA commitments may qualify for service credits or refunds as outlined in our Terms of Service
• Refunds for service disruptions are calculated based on actual downtime and your service plan

2.4 Subscription Plans

• Monthly subscriptions: Prorated refunds may be issued for the unused portion of the current billing cycle if cancellation is requested within the first 7 days
• Annual subscriptions: Prorated refunds for the remaining months may be issued if cancellation is requested within the first 30 days

3. Non-Refundable Items

The following charges and services are not eligible for refund:

• Consumed compute time: GPU hours, CPU hours, or any compute resources that have been used
• Data transfer charges: Bandwidth and egress fees for data already transferred
• Storage consumed: Object storage and NFS volume charges for storage already used
• Domain registration fees: Custom domain purchases or renewals
• Setup or onboarding fees: One-time setup, configuration, or enterprise onboarding charges
• Third-party service fees: Charges passed through from third-party providers (e.g., SSL certificates, licensed software)
• Promotional credits: Free credits, bonus credits, or referral rewards

4. Refund Process

To request a refund, follow these steps:

1. Submit a request: Email billing@podstack.ai with the subject line "Refund Request - [Your Account ID]"
2. Include details: Provide your account email, transaction ID or invoice number, the amount in question, and the reason for the refund request
3. Acknowledgement: Our billing team will acknowledge your request within 2 business days
4. Review: We will review your request and verify the eligibility within 3-5 business days
5. Resolution: You will be notified of the outcome via email. If approved, the refund will be initiated immediately

4.1 Refund Method

Approved refunds will be credited back to the original payment method used for the transaction:

• Credit/Debit cards: Refund to the original card
• UPI: Refund to the original UPI ID
• Net Banking: Refund to the original bank account
• Wire Transfer: Refund via wire transfer to the originating account

5. Refund Timeline

Once a refund is approved, the processing time depends on the payment method:

Please note that additional processing time may be required by your bank or financial institution. If you have not received your refund within the stated timeline, please contact your bank first, then reach out to us at billing@podstack.ai.

6. Cancellation of Services

6.1 How to Cancel

You can cancel your subscription or services through any of the following methods:

• Dashboard: Log in to cloud.podstack.ai and navigate to Settings > Billing > Cancel Subscription
• Email: Send a cancellation request to billing@podstack.ai from your registered email address
• Support: Contact our support team at support@podstack.ai

6.2 Effect of Cancellation

• Your service will remain active until the end of the current billing period
• All running GPU instances and active resources will be terminated at the end of the billing period
• Your data will be retained for 30 days after cancellation, during which you can export your data
• After 30 days, all data associated with your account will be permanently deleted
• Any remaining prepaid credits will be forfeited unless a refund is requested within the eligible period

6.3 Immediate Termination

If you need your services terminated immediately (before the end of the billing cycle), please contact billing@podstack.ai. Immediate termination does not automatically qualify for a prorated refund.

7. Contact for Refunds

For any questions or concerns regarding refunds and cancellations, please contact us: