FAQs About Refunds

This page lists frequently asked questions about refunds. If you don't find the answer you're looking for here, please submit a ticket to contact us.

Can I Apply for a Refund?

According to our Term of Service, we offer a full refund within 3 days or a partial refund for the remaining value within 30 days. Refunds are offered without the need for a reason.

Full Refund

A full refund requires that your usage does not exceed 30GB of data transfer, the service was purchased no more than 3 days ago, and you comply with other refund rules.

What Is the Processing Time for Refunds?

We typically process refund requests within 48 hours, but there may be delays during peak periods.

Where Will the Refund Be Returned To?

You can choose to have the refund returned to your DMIT account credit or to your original payment method.

Refund Notes

• If you choose to refund to the DMIT credit, the amount will be directly credited to your DMIT credit, which you can use to purchase products or services.
• If you choose to refund to the original payment method, the amount will be returned to your original payment method, and fees charged by the payment provider will be deducted. The time it takes for the refund to be processed depends on your payment method.

Refund Fees

There are no fees for refunds to the DMIT credit. Refunds to the original payment method will incur fees charged by the payment provider. Alipay (支付宝) does not charge a fee for refunds as the handling fee is returned during the refund process.

Why Is the Instance Stopped After a Refund Is Requested?

After you request a refund, we will stop your instance to prevent unnecessary transfer quota consumption. You can then follow the refund process to agree to the refund or consider other solutions.

Preventing Transfer Quota Consumption

You can also stop the instance yourself before requesting a refund. This effectively prevents unnecessary transfer quota consumption during the refund processing period and avoids refund failures due to exceeded transfer quota.

Will My Data Be Deleted After a Refund?

After you request a refund and confirm it according to the process, we will delete your instance, and the data will be unrecoverable. Please ensure you back up your data before requesting a refund.

Why Was My Refund Denied?

Refunds may be denied for the following reasons:

Possible Reasons for Denial

1. Exceeding the refund timeframe (requests are only accepted within 30 days of the new order)
2. Exceeding 3 refund requests for instances within the same product series
3. The system identifies associations between multiple accounts with a total of more than 3 refund requests (within the same product series)
4. IP address blocked for personal reasons
5. Violating the Term of Service, such as disputing with the payment provider
6. Targed by (D)DoS

Can I Appeal If My Refund Is Denied?

If you believe your refund was incorrectly denied, you can contact us by submitting a ticket, and we will resolve the issue as soon as possible.

Are There Specific Refund Rules?

The specific refund policies are as follows:

Refund Policy

19.1 Full refund (Deduct the transaction fee, which is charged by the payment gateway):

• 19.1.1 Full refunds are available in compliance with the rules below as well as 19.3.
  • The service is purchased for no more than 3 days;
  • You are using no more than 30GB transfer on the VM;

19.2 Partial refund (Deduct the transaction fee, which is charged by the payment gateway):

• 19.2.1 Partial refunds are available in compliance with the rules below as well as 19.3.
  • The service is purchased for no more than 30 days;
  • The refund amount will be calculated based on the actual amount paid. If the value calculated from the used transfer of the service is higher, then the refund will be calculated on the amount of remaining transfer, otherwise it will be calculated on the remaining service time;

19.3 Non-refundable cases:

• 19.3.1 We will not refund to the payment gateway under the following circumstances
  • Have had 3 refunds on the same series of products; (For each natural person, according to clause 3.8)
  • Targed by (D)DoS;
  • The network is not good enough;
  • IP geographic location reason;
  • Any loss caused by any type of abuse;
  • If you unilaterally initiate a dispute from the payment company under the premise of violating TOS;
  • IP addresses are not available in some region but the transfer used has exceeded 3GB;
    • Please contact with our sales department once your IP is not globally accessible at the first time. (The same day you bought).