Unsubscription FAQ
Category | Question |
Unsubscription rules |
|
Unsubscription procedure | |
Unsubscription for Enterprise Service Products (HiChina Products) |
Unsubscription rules
Why am I unable to unsubscribe?
If you cannot request an unsubscription in the console or on the Unsubscribe from Resource page, it may be for one of the following reasons:
The cloud service does not support refunds: The selected cloud service is not eligible for a refund. For a list of cloud services that support refunds, see Unsubscribe from a resource.
Refund quota limit: You have already used this year's one-time, five-day unconditional refund for this cloud service. You can apply again in the next calendar year.
Pay-as-you-go products: Pay-as-you-go products are not eligible for refunds. If you no longer need the service, back up your data and release the related resources in the cloud service console. This action immediately stops billing.
Promotional restrictions: The resource was purchased as part of a promotion that prohibits refunds.
Resource transfer: Resources transferred from another account cannot be unsubscribed from.
Paid images from Alibaba Cloud Marketplace: You cannot unsubscribe from a cloud service associated with a paid image from the Alibaba Cloud Marketplace.
ECS unsubscription quota exceeded: Your account has exceeded its unsubscription quota for ECS instances.
Pending payments: The instance has unpaid orders and cannot be unsubscribed from.
Unsubscription for promotional servers
If the rules of a promotion conflict with the general unsubscription rules, the promotion rules prevail. Cloud services marked as "non-refundable" or "refunds not supported" in the promotion rules are not eligible for unsubscription. If you have questions about your cloud service, submit a ticket.
Why is my refund amount zero?
The refundable amount may be zero for one of the following reasons:
Voucher payment: The order was paid with a voucher.
Non-full refund calculation: According to the unsubscription rules for non-full refunds (Refund amount = Actual amount paid for the order - Consumed amount), if the consumed amount is equal to or greater than the actual amount paid, the refundable amount is 0.
How long does a refund take?
After a successful unsubscription, the refund is typically credited to your account within 2 to 3 business days. If you do not receive the refund within this timeframe, you can submit a ticket for assistance.
Why is my invoice negative after unsubscription?
If an invoice has already been issued for the purchase, an unsubscription results in a negative invoice amount (credit note). This amount is used to offset future invoices or balance withdrawal requests. For more information, see the invoice return procedure.
Refunds for Jushita products
For refunds on servers purchased through Jushita, contact Jushita after-sales support for assistance.
Unsubscription procedure
Can I use an API to unsubscribe?
You can call the RefundInstance API operation to unsubscribe from instances that you no longer need. For detailed rules, see Unsubscription rules.
If the API call returns a "product not supported" error, it means the product is not integrated with the self-service unsubscription API. You must unsubscribe from the resource in the console. For more information, see Unsubscribe from a resource.
How do I cancel an unsubscription?
Unsubscription is irreversible and cannot be canceled. To avoid mistakes, carefully review all information before you submit an unsubscription request.
If you unsubscribe from a resource by mistake, immediately submit a ticket for assistance. Our support team can check whether data can be recovered from the unsubscribed instance. Whether data can be recovered depends on the specific cloud service.
Where can I view my refund?
Log on to the Orders page.
Find the refund order and click Details to view the order details page. On this page, you can check the refund channel and amount.
Unsubscription for HiChina products
Are HiChina products eligible for unsubscription?
Domains: Domains are instant-purchase products and are not eligible for a refund after successful registration. If you registered a domain by mistake or want to delete a registered domain for other reasons, you can use the paid domain deletion feature to delete the domain for a fee and receive a refund of the registration cost. For more information, see Paid domain deletion. If a domain fails the naming audit, the system automatically deletes it and issues a refund within 5 to 7 days.
Web Hosting: Web Hosting supports a five-day (calendar day) unconditional full refund. After five days, you can request a refund only if you meet the early unsubscription criteria.
Email products: Email products are not eligible for refunds.
Enterprise App Store and cloud application software products: These products are not eligible for returns or refunds.
If you violate applicable laws and regulations or the terms of service for the purchased product, a refund will not be issued.
How to unsubscribe from HiChina products?
For HiChina products that support unsubscription, see Unsubscribe from a resource.