Refund Policy

Krova Cloud is prepaid pay-as-you-go: you load credit onto a space and credit is consumed as you use the Service. As set out in Section 5.2 of our Terms of Service, all credit is non-refundable, non-transferable, non-exchangeable, non-redeemable for cash, and has no monetary value outside the Service, except where a non-waivable consumer right under applicable law requires otherwise (see Section 3 below). This applies whether the credit was purchased directly, added through automatic top-up, or granted by us as promotional or bonus credit (such as the one-time first top-up bonus). We do not issue refunds for unused credit, for Cubes you choose to stop using, or for credit forfeited on suspension or termination of your account.

Where we do issue a refund of a credit purchase — at our sole discretion, or where required by law — it is processed through Stripe to the original payment method. The refunded base amount (excluding any payment-processing surcharge) is deducted from the space's credit balance, capped at the balance available, and partial refunds are accounted for cumulatively. Promotional or bonus credit associated with a refunded purchase may be revoked.

Genuine processing errors are a different matter from ordinary, correctly-priced usage, and we will correct them. If you believe you were charged twice for the same top-up, charged an amount that does not match your configured resources and published rates, or charged due to a fault on our side, notify us in writing at [email protected] within 30 days of the invoice or charge in question, consistent with the dispute window in Section 5.7 of our Terms of Service. Include the space, the charge or invoice, and a description of the error. Where we confirm a genuine processing error, we will correct it — typically by crediting the affected space, and by a payment-provider refund only where a credit cannot fairly put things right (for example, a duplicate card charge on a space that has since been closed). Whether a charge reflects a genuine processing error, rather than ordinary correctly-priced usage, is a determination we make in good faith and in our sole discretion, subject to your statutory rights in Section 3. Charges not disputed within the window are deemed final, accepted and undisputed, per Section 5.7 of the Terms.

If you are a consumer in the European Economic Area or the United Kingdom, you have a statutory right to withdraw from your contract within 14 days of concluding it. Because Krova Cloud is a service supplied on demand, that period runs from the day you create your account — not from each individual top-up. How to exercise the right, and its effect, are set out in Section 5.10 of our Terms of Service.

Because you ask us to begin providing the Service immediately when you load credit or start a Cube, withdrawing does not give you free use of the Service. If you withdraw within the 14-day period, we refund your prepaid credit less the value of the compute, storage and other resources you have already consumed up to the moment you tell us, calculated at the rates then in effect, and pay the remaining unused balance back to your original payment method within 14 days.

Nothing in this Refund Policy limits any other non-waivable right of withdrawal, cancellation or refund you may have under consumer protection law that applies to you and cannot be excluded by agreement. If you believe such a right applies, contact us using the details in Section 4 and describe the right and the jurisdiction whose law grants it.

Questions about this Refund Policy, or requests relating to a billing error or a statutory refund right, can be sent to [email protected].