How refunds work
This policy explains when you can get a refund from Rackyard, how to cancel a service, and what happens when you do. It forms part of our Terms of Service. Nothing in it takes away rights you have under the Consumer Protection Act, 2019 or other consumer protection law.
3-day money-back guarantee
If you are not happy with your first service with us, cancel it within 3 days of paying for it and we will refund that payment in full. You do not need to give a reason.
- It applies once per customer, to the first payment for your first service.
- It covers the whole first payment, whatever billing cycle you chose. Nothing is deducted for the days you used it or for payment fees.
- Ask through a ticket in the client area or by email to support@rackyard.cloud, within the window.
Calculated refunds
The money-back guarantee above is the only full refund we give. Every other refund is a calculated refund for the days you did not get: the price of the period, divided by its length in days, times the days left unused. For example, if you paid ₹30 for a 30-day month and cancel with 20 days left, the refund is ₹20.
When a fault on our side stops your service
Within 15 days of a payment, whether a new order or a renewal: if a fault on our side stops the service working and we cannot fix it within 72 hours of your report, you can cancel and receive a calculated refund for the unused days of the period that payment covers.
After 15 days, we compensate downtime with time instead of money: for every 2 hours of downtime in a month, we add 1 free day to the service, as set out in the Service Level Agreement.
When we end a service
With no time limit, you receive a calculated refund for the unused days when:
- we fail to deliver a service you paid for, for the days it was not delivered;
- we end a service for a reason that is not your fault, such as closing a location or discontinuing a plan; or
- we change these policies or a service in a way that materially reduces what you pay for, and you cancel because of it.
A payment taken by mistake, such as a duplicate charge, is not a refund: we return the amount charged in error as soon as we confirm it. We also refund wherever the law requires us to.
Funds added to your account
Money you add to your account balance can be refunded, if it has not been used, within 15 days of adding it. After that it stays in your account and is used against your invoices, but it can no longer be paid out.
What is not refundable
Apart from the cases above:
- Renewals, upgrades and services after your first. Cancel before the renewal date if you do not want to continue.
- The unused part of a period when you cancel early by choice.
- Services suspended or terminated for breach of our Acceptable Use Policy or Terms, including abuse, fraud or false identity details. A service that generated an abuse complaint during the money-back window is not covered by it.
- Add-ons with a cost we cannot recover, such as additional IP addresses, domain registrations or third-party software licences. These are marked as non-refundable at checkout.
- Downtime after the 15 days following a payment, which is compensated with added days under the Service Level Agreement.
- Funds added to your account more than 15 days ago, and promotional credit.
How refunds are paid
Approved refunds go back to the original payment method within 7 business days of approval. Your bank or payment provider may take a few more days to show it. If you prefer, we can add the refund to your account credit instead, which is immediate. If the original method can no longer receive money, we will agree another way to pay you.
How to cancel
You can cancel from the client area, or by contacting us at support@rackyard.cloud from the email address on your account. You can choose:
- At the end of the billing period. The service keeps running until the period you have paid for ends, then it is removed and no further invoices are issued. To avoid being charged for the next period, cancel before the renewal invoice is due.
- Immediately. The service and its data are removed straight away. Unless the money-back guarantee or a fault on our side applies, the unused part of the period is not refunded.
There is no cancellation fee and no minimum notice period.
What happens to your data
When a service is cancelled, its data is permanently deleted and cannot be recovered, by you or by us. Take a backup of anything you need before you cancel. Any IP addresses assigned to the service return to us.
Chargebacks and payment disputes
If you think you have been charged in error, please contact us first. We will look at it within one business day, and an amount charged in error is returned.
If you open a chargeback or payment dispute without contacting us, we will suspend the services involved while it is resolved, because we cannot keep providing a service whose payment has been reversed. If the dispute is decided in your favour, we close the related services. If it is decided in ours, the services are restored once the amount is paid again. We may decline future orders from an account that has filed a dispute we consider unfounded.
Questions
For anything about billing, refunds or cancellations, email support@rackyard.cloud.