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Refund Policy
Last updated: 2024-11-28 10:33:50
Five-Day Unconditional Refund
You can refund a package within five days of purchase if it hasn’t been used.
You cannot apply for a refund in the following cases:
More than five days has passed since you purchased the package.
Your package has been used, regardless of whether it is exhausted (a package is considered used if a deduction occurred).
Your package is offered as a giveaway.
We suspended services for your account due to violations of our rules.
Details
You can apply for a refund within five days of purchase if your package has not been used.
We may reject a refund request if we suspect refund abuse.
If a package meets the refund requirements, you will receive a full refund, regardless of whether you used cash credits, commission credits, or free credits for the purchase.
Others
Discounts and vouchers are not refundable.
The money will be returned to the Tencent Cloud account that made the payment.
Directions
Refund methods
Before you apply for a refund, make sure the package meets the requirements of our five-day unconditional refund policy.
You can apply for a refund by submitting a ticket, or you can perform a self-service refund in the console. Currently, self-service refund is only available for traffic packages and transcoding packages (including standard and TSC transcoding packages).
Submitting a ticket
1. Log in to the console and click Ticket > Submit a Ticket in the top right corner.
2. Type “CSS” in the search box and select CSS.
3. Select Other problem for the issue type.
4. Fill in the form and click Submit Ticket.
Traffic package self-service refund
You can refund a traffic package within five days of purchase if it hasn’t been used. A package that does not meet the requirements of our five-day unconditional refund policy is not refundable.
Performing a self-service refund
You can apply for a refund of an unused traffic package within five days of purchase in the console: Go to the Package/Plugin Management page of the CSS console, find the package you want to refund under the Traffic package tab, and click Refund.
Note:
Because traffic consumed each day is billed the following day (the actual billing time may vary), on the day of purchase, a package cannot be used to deduct usage for the previous day. You cannot request a refund at the same time billing is being processed by the system. Given this, we have extended the refund deadline to 23:59:59 on the sixth day of purchase. If your package hasn’t been used, you can request a refund before the deadline.
Examples
Suppose user A bought a traffic package at 08:00:00 on December 1, 2022. The refund deadline for this package would have been 07:59:59 on December 6, 2022.
However, given that one cannot request a refund at the same time billing is being processed by the system (the exact billing time may vary each day), the deadline is extended to 23:59:59 on December 6, 2022.
If the package was not used, it would be refundable before that deadline.
Transcoding package self-service refund
You can refund a standard or TSC transcoding package within five days of purchase if it hasn’t been used. A package that does not meet the requirements of our five-day unconditional refund policy is not refundable.
Performing a self-service refund
You can apply for a refund of an unused standard or TSC transcoding package within five days of purchase in the console: Go to the Package/Plugin Management page of the CSS console, find the package you want to refund under the Transcoding package tab, and click Refund.
Examples
Suppose user A bought a standard transcoding package at 08:00:00 on December 1, 2022. The refund deadline for this package would have been 07:59:59 on December 6, 2022.
However, given that one cannot request a refund at the same time billing is being processed by the system (the exact billing time may vary each day), the deadline is extended to 23:59:59 on December 6, 2022.
If the package was not used, it would be refundable before that deadline.
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