Learn about refund rules, procedures, and other related information.-Cloud Web Hosting(CWH)-阿里云帮助中心

This topic explains the refund rules, process, timeline, and destination for Web Hosting.

Refund rules

You pay upfront for a Web Hosting instance based on its specifications and subscription duration. If you no longer need the instance, you can unsubscribe from it. Before submitting a request, understand the following refund rules and limitations.

Scenario	Rules and restrictions	Refund method
5-day money-back guarantee	You can receive a full refund as long as you have not renewed the instance, upgraded it, or changed its operating system or data center. Upgrading bandwidth is an exception and is still permitted. Each account is eligible for the 5-day money-back guarantee on only one Web Hosting instance per calendar year (January 1 to December 31).	Select Unsubscribe Within 5 Days to request a refund. For detailed steps, see Procedure.
Standard refund	You cannot receive the 5-day money-back guarantee if more than five calendar days have passed since your purchase, or if you renewed, upgraded, or changed the system or data center within the first five days. When you unsubscribe from a resource, the system prorates the refund based on the usage duration and refunds the unused portion.	Select Unsubscribe to request a refund. For detailed steps, see Procedure.
Ineligible for refund	Refunds are not granted if you have violated any applicable laws, regulations, or the terms of service for the product. If the unsubscribe amount displayed for the Web Hosting instance is 0, the instance does not support online unsubscription. If you purchased Web Hosting through a promotion and the general unsubscription rules conflict with the promotion rules, the promotion rules prevail. Web Hosting instances marked as not eligible for refund in the promotion do not support unsubscription. Web Hosting instances are not eligible for a refund after being transferred to a new account.	N/A

Procedure

When you unsubscribe from a Web Hosting instance, all data on the instance is permanently deleted and cannot be recovered. Before you proceed, carefully verify the resource information, confirm the refund terms and amount, and ensure that you have backed up or migrated your data. For instructions on how to back up or migrate website data, see Back up and restore data and Migrate a website between hosts that belong to different accounts.

Navigate to the unsubscribe page by using one of the following methods.
- Go directly to the unsubscription management page:
  
  Sign in to the Alibaba Cloud Unsubscribe center.
- Navigate from the Web Hosting console:
  1. Sign in to the Web Hosting console.
  2. In the top navigation bar, choose Billing > Orders.
  3. In the navigation pane on the left of the Billing Management console, choose Subscription Orders > Unsubscribe.
    
    The Unsubscribe page has two tabs: Unsubscribe and Unsubscribe from Unexpired Renewals. The Unsubscribe tab lists refundable resources by category, such as General-purpose Cloud Resources, resource plan, Marketplace Products, and Web Hosting. You can filter by product name, instance ID, or order date. This feature applies only to prepaid products (subscription and resource plans).
On the Unsubscribe page, click the Web Hosting tab.
In the text box next to Hostname, enter the hostname of the instance you want to unsubscribe from, and then click Search.
Choose the appropriate refund method based on your eligibility.
- 5-day money-back guarantee: This option is for instances purchased within the last five calendar days that have not been renewed, upgraded, or had their system or data center changed (bandwidth upgrades are an exception). Each account can use this option for only one Web Hosting instance per calendar year.
  
  Find the Web Hosting instance you want a refund for and in the Actions column, click Unsubscribe Within 5 Days.
- Standard refund: This option is for instances purchased more than five calendar days ago, or for instances purchased within the last five days that have already been renewed, upgraded, or had their system or data center changed.
  
  Find the Web Hosting instance you want a refund for and in the Actions column, click Unsubscribe.
On the Unsubscribe from Web Hosting page, verify the payment and refund amounts, and select a reason for the unsubscription.
Select the I have read the Unsubscription Policy, confirmed the refund amount, and completed data migration or backup checkbox, and then click Unsubscribe Now. In the Reason for Unsubscription section, select a reason, such as Incorrect configuration, Incorrect region, Difficult to use, Incompatible program or software, Unstable performance or network, Unsubscribe after business test, or Other, and optionally provide more details in the text box. A notification at the top of the page explains the refund formula and other key information, such as that coupons are non-refundable and unsubscribed resources cannot be recovered.
In the confirmation dialog box, click OK. The instance is then immediately released and cannot be recovered, so ensure you have backed up or migrated your data.
In the identity verification dialog box, click Click to obtain a verification code.

After receiving the SMS message, enter the 6-digit verification code in the Verification Code field and click OK to complete the verification. If your phone is unavailable, click Mobile phone is unavailable? Click here to modify to change your verification phone number.

Note
Make sure that the phone number shown in the dialog box is the number that you are currently using. Otherwise, you cannot receive the verification code.
Enter the 6-digit verification code you received and click OK.

After the unsubscription is complete, Alibaba Cloud issues the refund to the original payment method, such as Alipay, a bank account, or your Alibaba Cloud account.

Refund timeline and destination

Alibaba Cloud verifies your refund request and completes the process within two business days if it meets the refund criteria. For requests that do not meet the criteria, you will receive a reply explaining the reason within one business day.

For more information about where your funds will be returned, see Destination of refunds.

Note

Refunds apply only to the portion of the order paid with cash or stored-value cards. Amounts covered by coupons are not refundable.
If an invoice has been issued for the order being refunded, the refund is credited to your account balance. Once the invoice is returned, you can withdraw the funds from your account balance to your original payment method.