1. Overview
This policy describes when Runstate Ltd (trading as zCloud) will issue a refund. All amounts are in Mauritian Rupees (MUR) and include 15% VAT.
This policy forms part of, and is incorporated into, the Terms of Service. By purchasing any zCloud service you agree to it.
2. Services are non-refundable
Cloud servers and VPS plans are provisioned on demand and reserve real infrastructure the moment they are created. Except as set out in Section 3, all fees are non-refundable. In particular, we do not offer a trial period, a cooling-off period, or refunds for change of mind, buyer's remorse, unused time, or accidental orders.
You may cancel a service at any time from the zCloud dashboard. The service stays active until the end of the billing period already paid for; no refund is given for the unused portion of that period.
3. When we do refund
- We failed to deliver. If we cannot provision the service you paid for, or the service was not of a standard a reasonable customer would expect, you may submit a claim (Section 5) and we will refund the price of that service.
- Duplicate or incorrect charge. If you were charged twice, or charged in error, we refund the difference.
- Failed domain transfer. A failed transfer is credited to your account.
- We closed your account without cause. If Runstate terminates your account for reasons other than a breach of this agreement or the Acceptable Use Policy, we refund the prepaid, unused portion of the current billing period.
4. Always non-refundable
- Renewals of any service.
- Setup, configuration, and administrative fees.
- Add-ons and options once they are active.
- Domain registrations and renewals.
- SSL certificates once issued.
- Services suspended or terminated for breach of the Acceptable Use Policy or Terms of Service.
- Third-party payment processing fees.
5. How to claim
- Submit a request through our contact form with the subject "Refund Request", within 7 days of the charge, including your account email and why the service was not delivered or was unsatisfactory.
- We investigate promptly and record whether the service met the standard a reasonable customer would expect.
- If the claim is upheld, we stop the relevant service and refund to your original payment method, or by bank transfer within 30 days. We may ask for proof of account ownership.
- An approved refund is issued with a credit note that reverses the VAT. The original tax invoice is retained, as required by the Mauritius Revenue Authority.
6. Dispute resolution
If we do not agree that a service was unsatisfactory and our support team cannot resolve the matter, you may raise it with the Consumer Affairs Division of the Ministry of Commerce and Consumer Protection, a suitable ombud, or the courts. This policy does not exclude any other rights you have under the laws of Mauritius.
7. Contact
To submit a refund request, use our contact form with the subject "Refund Request".
Runstate Ltd, Mauritius