Refund rules

Alibaba Cloud Marketplace guarantee period

Alibaba Cloud Marketplace processes full refund requests only during the transaction guarantee period. Refunds are processed on a per-instance basis. If you have a renewal order for an instance, it is refunded along with the original purchase. You cannot request a refund for only the renewal order.

• 1. Software application products (Software as a Service (SaaS) products activated upon purchase)

  a) The guarantee period is 5 days after you pay for a new order. You can request a full, unconditional refund within this 5-day period.

  b) After 5 days, unconditional full refunds are not supported. Trial orders and renewal orders outside the guarantee period cannot be refunded separately.

• 2. Service products (such as custom website services or O&M services)

  a) A service product is within its guarantee period if the order is valid and the service status is "In Progress". A status of "In Progress" indicates that you have not yet confirmed the acceptance of all service deliverables in the Delivery Center. You can request a full, unconditional refund during this period.

  b) The transaction is considered complete after you confirm all delivered services or if the system automatically confirms them due to a lack of feedback. The service status then changes to "Completed". At this point, the product is outside its guarantee period, and unconditional full refunds are no longer supported.

  Note

  Please exercise caution during each confirmation step. Your confirmation indicates that you accept that the service provider has completed the service delivery.

• 3. Image products (only for subscription image orders)

  a) You can request a full, unconditional refund for an image order within 5 days of payment (the guarantee period). First, stop the instance. Then, replace the system disk (change the operating system). The system automatically submits the refund request. Back up your data before you change the operating system.

  b) After 5 days from the payment date, unconditional full refunds are not supported.

  Note

  Refunds are not supported for pay-as-you-go image orders or for special products such as Red Hat and SUSE.

  c) For an image product that supports a five-day unconditional refund, if you have a pending renewal order for the image and its associated ECS instance, you can refund the image order when you refund the ECS renewal order. In this case, you do not need to replace the system disk.

• 4. Downloadable tools and API products

  Refunds are not supported.

Additional information

1. Only the amount you paid will be refunded.

2. If an invoice has been issued, you must return it to the service provider to receive a refund.

3. If you have questions about a refund, contact the service provider of the product you purchased.

4. A refund request for a service product is not supported in any of the following situations:

• You do not submit service requirements to the service provider through the Delivery Center system within 3 months of payment.

• During the service procedure, you do not provide the required project materials to the service provider for more than 3 months, which causes the project to be suspended.

• During the service procedure, you add new requirements that are outside the scope of service agreed upon when the order was placed.

• During the service procedure, you do not provide feedback or confirmation on the service provider's deliverables for more than 3 months, which causes the service project to expire.

• The service provider cannot fulfill the service commitment because you have violated relevant national laws and regulations. This includes, but is not limited to, cases where a website cannot go online because you have not obtained an ICP filing.