Refund Instructions

Background information

IoT Platform manages and operates devices through instances. For more information, see Instance Overview. For billing details, see Billing Overview.

Refund Notes

• Before you request a refund, make sure you understand the refund rules and restrictions. For more information, see Unsubscription Rules.

• The new public instance of IoT Platform is free of charge. The old public instance uses the pay-as-you-go billing method and does not support refunds.

  If you no longer use the old public instance, you can disable the associated devices. After all devices are disabled, the instance stops incurring charges. For more information, see Disable Devices.

• When you receive a refund for a subscription-based enterprise instance, the instance is immediately released, and all associated data is permanently deleted and cannot be recovered.

Refund Methods

To unsubscribe from purchased instance resources, submit a ticket.

Refund Flow

• For orders paid after March 29, 2019, if a cancellation occurs within 18 months (548 days) after payment, the refund will generally be returned via the original payment method. That is, for cloud product orders paid via Alipay or online banking, the refund will be credited back to the Alipay or online banking account used for payment, and orders paid using the Alibaba Cloud account balance will be refunded to the account balance.

  Note

  For products purchased on the Alibaba Cloud official website (excluding products from the cloud marketplace), if an invoice has already been issued for the canceled order, the refund will be credited to the account balance. You can return the invoice and then withdraw the funds to your original payment channel through an account balance withdrawal; if the original channel cannot be used for the withdrawal, you can use Balance withdrawal.

• In other cases, refunds will be credited to your Alibaba Cloud account balance; if a refund to the original payment method fails, the refund will also be credited to your Alibaba Cloud account balance.

• If the product cancellation is successful, the refund will generally be processed within approximately 2 business days (the refund refers only to the cash or prepaid card portion of the order payment; amounts offset by vouchers or coupons are non-refundable).

• For orders paid via online banking that are canceled and qualify for a refund via the original payment method, the refund is subject to bank processing times and is expected to be credited within 2-3 business days.

Related Issues

For common issues during the refund process, see the Unsubscription FAQ.