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Refund rules and process of services related to domain names and websites

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Refund rules

  • Domain name: The registration fee that you paid for a domain name cannot be refunded. If you register a Chinese or an English domain name in the Chinese mainland but fail to pass the real-name verification, the domain name is not deleted and the registration fee cannot be refunded.

  • Cloud Web Hosting: The money paid for this service can be refunded in full for no reason within five days.

  • Mailbox: Refund is not supported.

  • Enterprise application and cloud application or software: Return or exchange and refund are not supported.

Note:

  • Only the actual amount that you paid is refundable. The amount deducted by using vouchers during a purchase is non-refundable.

  • If you violate the relevant laws or regulations when you use a service, or you fail to comply with the terms of the service that you purchase, refund is not supported.

Refund process

  • To refund services with five-day money-back guarantee, go to the Unsubscribe page of the Billing Management console to apply for a refund.

  • To refund services that do not support five-day money-back guarantee but can be unsubscribed before the subscription duration ends, submit a ticket to apply for a refund. After Alibaba Cloud receives your refund application, Alibaba Cloud verifies the relevant information. If your refund application meets the refund conditions, the relevant process will be complete within two business days. If your refund application does not meet the refund conditions, Alibaba Cloud will reply to you within one business day and inform you of the reason.

Refund destinations

1. For orders that are paid on or after March 29, 2019, if refund applications are submitted within 18 months or 548 days since payment is made, the money is refunded to the original payment account. For example, if you paid orders by using an Alipay account or a bank account, the money is refunded to the Alipay or bank account that you used to pay the orders. Similarly, if you paid the orders by using your Alibaba Cloud account balance, the money is refunded to your Alibaba Cloud account.

2. For orders that are paid by using other methods, money is refunded to your Alibaba Cloud account. If your original payment account rejects the transaction, the money is refunded to your Alibaba Cloud account.

3. Refunds are made within two business days after you unsubscribe from a service. You are refunded only for the amount paid by cash or debit cards. The amount deducted by vouchers or coupons in the payment is not refunded.

4. For orders that are paid by using online banking and can be refunded to the original payment account, the money is expected to be refunded within two or three business days based on the processing time of banks.

If you have applied for an invoice, the system deducts the refunded amount from the amount that you can invoice. You must return the invoice to Alibaba Cloud. After Alibaba Cloud receives the invoice, Alibaba Cloud adjusts the amount that you can invoice based on the amount of the invoice that you returned. For more information about how to return an invoice, see How do I return an invoice? If you do not return the invoice to Alibaba Cloud, you cannot withdraw money.

Note: This topic is not applicable to distributors or customers of distributors.