Refund Policy
Smart dedicated servers, GPU servers, SAN storage, network and security services, and continuous data protection backup services are just a few of the cloud platform and configuration services that Cloudware Technologies Private Limited ("Cloudware," "we," and "our") offers to its clients ("Customer(s)", "you", and "your"). The use of the services by the clients is subject to online terms of service found at link https://www.cloudwareindia.com/terms-of-service and/or a master services agreement, if any, signed between CLOUDWARE and the client. This refund policy, also known as the "Policy," outlines the circumstances under which the customer may be eligible for a refund as well as the conditions under which it will occur. You agree to this policy by using the services or by registering with us in order to utilize the services. This Policy may be changed at any time by CLOUDWARE by publishing an updated version on its website. If you continue to use the Services after the changes are made, you will be automatically bound by the updated version of this Policy.
The following situations may result in a refund related to your use of our services:-•
A. Invoice Discrepancy Refund
• You must email us at account@cloudwareindia.com within 7 (seven) days of receiving the invoice on the email address or accounts you have on file with us (the "Invoice Email") if you discover any inconsistencies in our invoices regarding usage metrics, the services you subscribed to, or other information listed on the invoice, such as your GSTIN, etc.
• Internally, we shall confirm the veracity of the claimed disparities. After confirming whether any refund is owed, we may, at our discretion, provide you with a credit note or infra credits and/or refund the appropriate amount, where necessary.
• We will not consider requests to amend bills, issue credit notes, or provide a refund in any other way if you do not notify us of any mistake within 7 (seven) days of the invoice email date.\
B. Refund in the event that services are no longer provided
• Until the corresponding services are de-provisioned, all services will be billed as though they are in an active state. The following procedure must be followed by the customer when submitting any de-provisioning requests:
Manually Provisioned Services: In cases where our team has provisioned services at your request, you must specifically submit a request for the services to be de-provisioned by emailing cloud-platform@cloudwareindia.com with the date of de-provisioning. Only when sent through your authorized technical contact will such a request be considered legitimate, and the de-provisioning must be unconditional.
After we receive your request to de-provision one or more services, our provisioning team will process it and send a de-provisioning email (also referred to as a "De-provisioning Email") to both you and the CLOUDWAREfinance team. After the effective de-provisioning date specified in the De-Provisioning Email, which is copied to our finance team, we shall stop invoicing for that or those services.
If, after receiving an email from you to that effect, our finance staff accidentally fails to account for a de-provisioning email and bills you for the de-provisioned services, we will correct the error by issuing a credit note or infra credits. Please email billing-support@cloudwareindia.com to let us know about the problem and provide the specifics of the de-provisioning request that you received from provisioning@cloudwareindia.com. This will allow us to do the same.
If you haven't gotten a de-provisioning email, please send an email to cloud-platform@cloudwareindia.com letting us know about a prior de-provisioning request that wasn't fulfilled and including a screenshot of it. Unless the service has a commitment period, in which case the effective date would be the end of that commitment period, the deprovisioning date is typically the date specified in the deprovisioning email.
If you haven't already, you should submit a de-provisioning request as soon as possible so our staff can send you a de-provisioning email. You are still responsible for paying for the services until they are de-provisioned. Only in accordance with the aforementioned procedure will the finance team be permitted to issue credit notes or infra credits.
The billing period for services includes the day of provisioning, the day of de-provisioning, and every day in between. Unless you have specifically requested a longer billing cycle, all manually provisioned services, including virtual/dedicated computing nodes, are billed in advance according to the monthly billing cycle.
We may, at our discretion, issue an equivalent credit note or infra credits, or we may fully refund the remaining amount charged in advance, less any payment gateway transaction charges, to the source from which payment was previously received, if you ask us to de-provision any manually provisioned service before the end of its billing cycle. As an alternative, the leftover sum might be changed in the following billing cycle if you keep using other services that are still provisioned.
C. Software license reimbursement for the compute nodes
We bill for software licenses for each calendar month regardless of usage duration. Once a software license has been used during a calendar month, it cannot be refunded; instead, you will be billed the full monthly cost of the license. However, we can reimburse the software licensing fee for unused future months if you send us an email at billing-support@cloudwareindia.com requesting the refund.
D. Prepaid Infra Credit Refund
You can email billing-support@cloudwareindia.com to request a refund if you have any unused prepaid infra credits in your customer account and you don't plan to utilize any more services, as long as your customer account isn't in "inactive/dormant status."
A customer account that has not used any of the services during the previous ninety days is considered to be in an inactive or dormant state for the purposes of this provision.
No reimbursement will be provided after ninety days, and we reserve the right to revoke such credits by following the procedures outlined in our TOS.
E You won't be eligible for a refund in the following situations:
a) Minimum Billing Committed Nodes: These committed nodes are offered for a certain price for a predetermined length of time, and you will not be able to get your money back. Furthermore, the minimum billing amounts levied in each payment cycle will not be refundable to you;
b) Benefits from promotional codes, free vouchers, etc., are not refundable;
c) Payment gateway transaction fees are not reimbursed;
d) You will not be eligible for a refund if you have an unpaid debt in any of the associated customer accounts or if we have reason to believe that your customer account is connected in any way to another customer account or accounts that have unpaid balances. You will get a refund for any remaining balance upon the adjustment of the outstanding balance for the associated customer account.
In the absence of a properly signed TDS certificate from you, unpaid dues will include outstanding TDS payable for the Services for the purposes of this clause;
g) If our TOS, Company Policies (as stated in our TOS), etc., are considered to have been violated; or
f) Any further circumstances that, in our opinion, might prevent you from receiving a refund.
Our policy regarding cancellations
You can cancel the services you have ordered from our firm by entering the service details, filling out the "Cancellation Request" form, and then login into your customer control panel with your email address and password. When it comes time to make your next payment, no invoice will be generated for your new service.
• Services that are not used but do not seek cancellation are not regarded as cancelled. Every time a payment is made, a new invoice is generated. You can use the email address linked to your customer panel to send us an email if you would prefer not to complete the cancellation form.
• If a customer uses a credit card to make a purchase during or after using the service without providing information or notice, without our company's approval, and falsely claims to the bank that he did not make the purchase, the customer's account and the services within it are permanently erased. Our organization will put the customer's name, last name, email address, IP address, and TR ID number to its black list. Please get in touch with our organization before to this procedure if you have a valid reason. Our organization takes a moderate response to such circumstances.
• Our customers who use their credit cards to make purchases verify and log the information, addresses, phone numbers, and IP addresses that were entered throughout the ordering process. Additionally, your order will be instantly denied if you attempt to shop with a problematic credit card because of the Fraud Control Mechanism.
The following terms and procedures, which are in line with the electronic sales contract with the product's final owner, apply to the return and exchange policies of products bought through www.cloudwareindia.com.
General:
All refund claims must be submitted to account@cloudwareindia.com before the deadline specified above. You hereby waive all claims about fees, charges, or money previously paid to us, to the maximum extent allowed by relevant law, unless you make a claim within the time frame specified in this refund policy.