1. Overview
This policy describes the circumstances under which Runstate Ltd (trading as zCloud) will issue monetary refunds and account credits to customers. All amounts are denominated in Mauritian Rupees (MUR).
This policy forms part of and is incorporated into the Terms of Service. By purchasing any zCloud service you agree to this policy.
2. Money-Back Guarantee
New customers may request a full refund within 7 calendar days of their first payment if they are unsatisfied with the Service, subject to the following conditions:
- The request is submitted via our contact form within the 7-day window with a brief explanation of the issue.
- The account has not breached the Acceptable Use Policy or Terms of Service.
- The refund applies only to the initial purchase and not to any add-on services, additional IP addresses, or supplementary storage purchased separately.
The guarantee applies once per customer. It is not available to customers who have previously held a zCloud account.
3. Pro-Rata Credits on Downgrade or Cancellation
3.1 Service Cancellation
You may cancel any Service at any time through the zCloud dashboard. Services are billed monthly in advance. Upon cancellation:
- Your Service will remain active until the end of the current billing period.
- No monetary refund is issued for unused days remaining in a paid billing cycle, unless you qualify for the 7-day money-back guarantee (see Section 2).
- Any outstanding balance will be charged at the end of the billing cycle before the account is closed.
3.2 Plan Downgrade
If you downgrade to a lower-tier plan mid-cycle, a pro-rata account credit will be calculated for the unused portion of the higher-tier plan and applied to your next invoice. Pro-rata credits are calculated as:
Credit (MUR) = (Daily rate of old plan) × (Days remaining in cycle)
Account credits do not expire and are automatically applied to future invoices. They are non-transferable and have no cash value.
3.3 Runstate-Initiated Cancellation
If Runstate terminates your account for reasons other than breach of contract or the Acceptable Use Policy, you will receive a pro-rata refund of any prepaid fees for the unused portion of the current billing period, paid to your original payment method within 10 business days.
4. Non-Refundable Items
The following are non-refundable under any circumstance:
- Domain registration and renewal fees.
- Fees for services suspended or terminated due to breach of the Acceptable Use Policy or Terms of Service.
- VAT and other taxes already remitted to the Mauritius Revenue Authority.
- Payment processing fees charged by MCB Juice.
- One-time setup fees or configuration charges (if applicable).
5. Refund Processing
Approved monetary refunds will be processed to the original payment method used at the time of purchase within 10 business daysof approval. Refunds via MCB Juice may take additional time depending on the payment provider's processing schedule. Runstate is not responsible for delays caused by payment processors.
6. Contact
To submit a refund request, use our contact form with the subject "Refund Request". Include your account email address and a description of the issue.
Runstate Ltd, Mauritius