apsaravideo live resource plan refund rules, refund destination, and description-ApsaraVideo Live(LIVE)-阿里云帮助中心

Refund policy

Refund rules

Note

Only the actual paid amount is refundable. Vouchers used for the purchase are non-refundable.
For services purchased during promotional events, if the refund policy conflicts with the event rules, the latter shall prevail. If a refund occurs, gifts such as cash coupons and extended service periods become null and void.
An SDK License cannot be refunded once activated.
If a resource plan is associated with a License, the resource plan cannot be refunded after the License is activated. The resource plan is considered fully used.
For more detailed rules, see Rules for unsubscribing

Billing method	Refund policy	Refund method
Pay-as-you-go	Pay-as-you-go bills are generated based on actual usage in real time, so no refunds apply.	N/A
Resource plan	For resource plan cancellation rules, see cancellation rules.	After you review the unsubscription rules, submit a request through the Expenses and Costs console.
Queen SDK (yearly subscription)	Unsubscription is not supported.	N/A

View Cancellation Details

Refund arrival date

After you unsubscribe from a product, the refund is expected to arrive within 2–3 business days. For more information, see Refund Flow.

Refund destinations

To check where your refund was sent, see View Refund Destination. For details about refund destinations and arrival times, see Refund Flow.

Important

Coupon-paid amounts are non-refundable. Only amounts paid by cash or debit card are refunded.

Overdue payments

ApsaraVideo Live is a pay-as-you-go service. If your account balance is insufficient, Alibaba Cloud sends you a text message or email reminding you to top up your account.
If an overdue payment occurs within the service suspension protection quota, your service will not be suspended.

Note
Alibaba Cloud provides service suspension protection, which lets you continue using Alibaba Cloud services for a specified quota or duration after your pay-as-you-go resources incur an overdue payment. Billing continues normally during this period. For details, see Service suspension protection for overdue payments.
If an overdue payment exceeds the service suspension protection quota, Alibaba Cloud suspends your ApsaraVideo Live service. Your data is not deleted. Pay all overdue bills to resume service.

Note
Overdue payments for other products that exceed the service suspension protection quota can also cause ApsaraVideo Live service suspension.
If you use the OSS service (such as live streaming recording and screenshots), for more information, see OSS service status when payment is overdue.
You cannot purchase resource plans if overdue bills exist.
If you use a production studio duration plan, the service is suspended immediately after an overdue payment, and the production studio instance is released after 24 hours. Alibaba Cloud sends you a text message or email reminding you to top up your account.

Note
A running production studio does not automatically stop streaming after an overdue payment. To avoid additional fees, log on to the console promptly and stop unnecessary live streams.

View overdue payments

Log on to the Expenses and Costs console.
You can view the overdue payment amount in the Home's Overview section.

Renewal policy

Account top-up

After you activate ApsaraVideo Live, features are billed using pay-as-you-go by default. When a resource plan expires or is depleted, billing automatically reverts to pay-as-you-go. Because pay-as-you-go is a post-payment method, ensure your account balance is sufficient to avoid service suspension due to overdue payments.

Log on to Expenses and Costs.
On the homepage, in the Available Balance section of your account, click Top Up to go to the Top-up and Remittance page.
On the Top-up and Remittance page, select a payment method, enter the top-up amount, and follow the on-screen instructions to complete the payment. For detailed instructions, see Online Top-up.

Resource plan renewal

You can purchase and stack multiple resource plans for ApsaraVideo Live. Purchase a new resource plan before your current one expires or is depleted. After you purchase a new plan, you can continue using ApsaraVideo Live without additional steps, and existing services are not affected. For more information, see Resource plans.

Note

Resource plans automatically take effect after repurchase, but there may be a slight delay.
You can set an alert threshold for your resource plan to prevent deduction failures due to an insufficient balance. For more information, see Configure remaining quota alerts for resource plans.

Billing inquiries

View billing details

You can view the billing details of cloud services on the Billing Details page of Expenses and Costs. Select a statistical dimension and a statistical period to view reports based on different dimensions. For more information, see Billing Details.

View usage details

View resource usage details

You can export the raw usage data of cloud services on the Usage Details page of Expenses and Costs. The raw usage data provided on the Usage Details page is different from the usage data provided in the billing details. The raw usage data is used only for reference but not for reconciliation. For more information, see Usage Details.

Order details

View order details

An order is a purchase record on Alibaba Cloud, which contains the purchase and payment information. You can view the order details on the My Orders page of Expenses and Costs. For more information, see My Orders.