Octos Cloud (operated by Octosinfra.com; "we," "us," or "our") is committed to transparent billing practices and customer satisfaction. This Refund and Cancellation Policy outlines the terms governing refunds, service credits, cancellations, and related procedures for our cloud infrastructure services.

1. General Policy

Cloud infrastructure services are consumed in real time. Given the nature of on-demand resource provisioning, all charges for consumed resources are generally non-refundable once the resources have been provisioned and utilised. However, we provide fair remedies in cases of legitimate billing errors, extended service disruptions, or qualified service credit claims.

2. Refund Eligibility

Refunds or service credits may be granted under the following circumstances:

2.1 Billing Errors

If you are charged incorrectly due to a system error or billing miscalculation, we will investigate and issue a full correction or refund for the disputed amount.
Billing disputes must be raised within 30 days of the invoice date.

2.2 SLA-Related Service Credits

If our Services fail to meet the committed uptime guarantee specified in our Service Level Agreement (SLA), eligible customers may claim service credits as the sole and exclusive remedy.
Service credit claims must be submitted within 30 days of the incident.
Service credits are applied to future invoices and are not redeemable for cash.
The maximum service credit for any billing period shall not exceed 30% of the fees paid for the affected Service during that period.

2.3 Prepaid / Wallet Credits

Unused prepaid credits or wallet balances may be refunded upon account closure, subject to a minimum balance threshold of ₹500.
Promotional credits, referral bonuses, and free-tier credits are non-refundable and non-transferable.

2.4 New Customer Satisfaction

First-time customers who are dissatisfied with the Service may request a full refund within 7 days of initial service activation, provided resource consumption does not exceed ₹500 in billing value.
This one-time satisfaction guarantee is limited to one claim per customer/organisation.

3. Non-Refundable Charges

The following charges are not eligible for refund under any circumstances:

Consumed Resources: Charges for compute hours, storage utilised, bandwidth transferred, and other metered resources that have been actively consumed.
Setup and Configuration Fees: One-time setup, installation, or configuration service charges.
Third-Party Licences: Software licensing fees for third-party products (e.g., operating system licences, control panel licences) provisioned through our platform.
Domain Registration Fees: Domain names registered through our Services.
Payment Gateway Fees: Transaction processing fees charged by payment gateways are non-refundable.
Committed / Reserved Instances: Charges for reserved or committed-use plans are non-refundable for the committed period. Early termination does not entitle you to a pro-rata refund unless explicitly stated in the plan terms.

4. Cancellation Process

4.1 Monthly Plans

You may cancel monthly subscriptions at any time through the customer portal or by contacting support.
Cancellation takes effect at the end of the current billing cycle. No pro-rata refund is issued for the remaining days in the cycle.
All running resources must be terminated before cancellation. Active resources will continue to incur charges until destroyed.

4.2 Annual Plans

Annual subscriptions may be cancelled with 30 days' written notice.
Refunds for annual plans are evaluated on a case-by-case basis and may be subject to an early termination fee equivalent to the discount received for annual commitment.

4.3 Account Closure

Data Retrieval: Ensure all critical data is downloaded and backed up before initiating cancellation. Customer Data will be retained for 30 days post-cancellation for retrieval, after which it will be permanently deleted.
Outstanding Balances: Any outstanding balance must be cleared before account closure is finalised.
Confirmation: You will receive a cancellation confirmation email with the effective date and any applicable refund details.

5. Refund Processing

Processing Time: Approved refunds are processed within 5–10 business days from approval.
Payment Method: Refunds are credited to the original payment method used for the transaction.
Currency: All refunds are issued in Indian Rupees (INR), regardless of the original payment currency.
Tax Adjustment: Refund amounts will be adjusted for applicable GST and taxes already remitted.

6. How to Request a Refund

To initiate a refund request:

Email darshil@octosinfra.com with the subject line "Refund Request – [Your Account ID]".
Include your account email, invoice number(s), the amount in question, and a description of the reason for the refund.
Our billing team will acknowledge receipt within 2 business days and provide a resolution within 7 business days.

7. Contact Information

For cancellation requests, refund claims, or billing inquiries:

Email: darshil@octosinfra.com
Address: 204, Aalabh, Tapovan Society, Akshar Marg, Rajkot, Gujarat, India – 360001