If you are not satisfied with products that you have purchased, you can log in to the [Billing Center console] and apply for a refund on the [Unsubscribe management] page. Products that can be refunded are listed on this page.
Notes
- Only actually paid amounts can be refunded, including amounts paid with cloud tickets. Vouchers used during purchase cannot be refunded.
- For products that you purchased during promotions, if the general refund rules conflict with the promotion rules, the promotion rules prevail.
Refund processing
- Refund applications will be processed in one to five working days after they are submitted.
- The amount to refund is calculated on the day when the refund application is submitted. After the refund is complete, the refund amount is returned to your account balance.
Five-day unconditional refund
Currently, some Subscription-based products of Kingsoft Cloud support a five-day unconditional refund. Within five days after you purchase a product, you can apply for an unconditional refund on the [Unsubscribe management] page. The five-day period (5 × 24 hours) is calculated starting from the activation time of the product. The product trial time is included in calculating the five-day period.
Involved products
- Kingsoft Cloud Elastic Compute (KEC) and bound Elastic IP (EIP)
- Elastic Block Storage (EBS)
- Kingsoft Cloud Relational Database Service (KRDS)
Refund restrictions
- You can apply for an unconditional refund only for newly purchased instances. If you have renewed an instance, changed its specifications, or changed its billing mode, you cannot apply for an unconditional refund.
- Each account can apply for a refund for only one instance per product.
- Within five days after the purchase, EIP instances can be refunded together with the KEC instances to which the EIP instances are bound. However, you must make sure that the EIP instances are not renewed and the bandwidth does not exceed 200 MB.
- EBS instances (data disks) that are mounted to KEC instances can be refunded together with KEC instances within five days after the purchase. You can apply for a refund for only one EBS instance per KEC instance.
- If your KRDS instances are associated with instances of Kingsoft Cloud Distributed Relational Database Service (KDRDS), you must delete the KDRDS instances before you apply for a refund for the KRDS instances.
Refund after five days
The following part describes the refund of prepaid cloud products that do not qualify for a five-day unconditional refund.
Products that support a self-service refund
Currently, the following Kingsoft Cloud products support a self-service refund in the console if they do not qualify for a five-day unconditional refund. You can apply for a refund for these products on the [Unsubscribe management] page.
- KEC and bound EIP
- EBS
- KRDS
- MongoDB
- KingAI
Scenarios where a self-service refund is not supported
- The products do not support a self-service refund.
- The KEC instances use images in the Cloud Market.
- Instances are renewed and then downgraded, and the validity periods of the renewal and downgrade orders are overlapped.
Notes
- You can apply for a self-service refund up to three times per month for all products in the console.
- Kingsoft Cloud has the right to reject the application of abnormal and malicious refunds.
- If you have refunded an instance of a product in five-day unconditional refund mode, new product instances purchased within five days do not support a five-day unconditional refund.
- For products that do not support a self-service refund, if their services are interrupted due to platform exceptions or product defects, you can apply for a refund by submitting written exception reports provided by Kingsoft Cloud customer service or after-sales service.
- If services are unavailable due to product unpublishing or data center migration, Kingsoft Cloud will provide services of equal or higher quality for you. You can also apply for a refund based on your needs.
Refund amount
Refund amount = Total actual payment amount - Fees of consumed resources
Basic principles
- The calculation of usage time is accurate to the day. If you use an instance for 24 hours or less, the usage time is calculated as one day. If you use an instance for two half days and the cumulative time is greater than 24 hours, the usage time is calculated as two days. If the cumulative time is 24 hours or less, the usage time is calculated as one day.
- If the refund amount is equal to or less than 0, no refund will be returned and resources will be cleared.
- If the payment amount includes fees paid with cloud tickets and gift balance, only the amount that you actually paid will be refunded.
- The refund amount is rounded in half round down mode and is accurate to two decimal places.
Total actual payment amount refers to the actually paid amount in valid orders. The discounted amount and amount paid with vouchers are not included.
Fees of consumed resources are calculated based on the following formula:
- Daily price in Subscription mode × Number of days in the period of use that lasts several full months × Discount provided for a new purchase for that number of full months + Daily price in Subscription mode × Number of days in the period of use that is less than one full month. The daily price in Subscription mode is equal to the monthly price that is determined during purchase divided by 30.
- The new-purchase discount is determined based on the number of full months in which the product is used. If no discount is provided for the current number of full months, the system decreases the number of full months until a discount is matched. Suppose you use a product for 13 months. If no discount is provided for the use of 13 months, the discount that is provided for the use of 12 months applies. If no discount is provided for the use of 12 months, the discount that is provided for the use of 11 months applies.
Example:
- You paid CNY 696 to purchase an instance with one CPU core and 1 GB of memory for 24 months. The original monthly price is CNY 50. The discount for two-year usage is 42%, so the total price is CNY 696. The discount for one-year usage is 30%, so the total price is CNY 420.
- Assume that each month has 30 days and you use the instance for 13 months plus 27 days, which is 417 days.
- Refund amount = 696 - (50/30 × 390 × 0.7 + 50/30 × 27)
1. Refund after instance upgrade
Refund amount = Refund amount for a new-purchase order or a renewal order in which the instance has taken effect + Refund amount for an upgrade order that has taken effect
- For the refund amount of a new-purchase order, the preceding refund rule for a new-purchase order applies.
- Refund amount for an upgrade order = Upgrade payment by cash/Number of usage days after upgrade × (Number of usage days after upgrade - Number of usage days before upgrade)
Example:
- The price of an instance with one CPU core and 1 GB of memory is CNY 120 per year, and the price of an instance with two CPU cores and 2 GB of memory is CNY 240 per year. Suppose you purchase an instance with one CPU core and 1 GB of memory for one year.
- You upgrade the instance to an instance with two CPU cores and 2 GB of memory on the last day of the third month after the purchase.
- Assume that each month has 30 days. Upgrade payment = (240 - 120)/(12 × 30) × 9 × 30, which is CNY 90.
- Refund amount for the upgrade order = 90/(9 × 30) × (9 × 30 - 5)
2. Refund after instance downgrade
The preceding refund rule for a new-purchase order applies.
3. Refund after instance renewal
- If the renewal order has taken effect, only the amount paid for the renewal order will be refunded. The preceding refund rule for a new-purchase order applies.
- If the renewal order has not taken effect, the preceding refund rule for a new-purchase order applies when the instance has taken effect. If the instance has not taken effect, the entire amount paid for the order will be refunded.
4. Refund of instances that are upgraded and then renewed
Valid order amount = Refund amount for a new-purchase order or a renewal order in which the instance has taken effect + Refund amount for an upgrade order that has taken effect
- If the renewal order has taken effect, the remaining amount of the renewal order will be refunded. For the refund amount of a renewal order, the preceding refund rule for a new-purchase order applies.
- If the renewal order has not taken effect, the refund amount is calculated based on the following formula: Refund amount for a non-upgrade order in which the instance has taken effect + Refund amount for an upgrade order + Refund amount for a renewal order. For the refund amount of a non-upgrade order in which the instance has taken effect, the preceding refund rule for a new-purchase order applies. The refund amount for an upgrade order is calculated based on the following formula: Upgrade payment by cash/Number of usage days after upgrade × (Number of usage days after upgrade - Number of usage days before upgrade). For a renewal order, the entire amount paid will be refunded.
Note: If an upgrade discount is available when you apply for a refund, the discount applies to the number of usage days before upgrade.
