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Refund Guide

Once you have completed migrating and exporting your data and will no longer incur new charges, you can apply for a balance refund yourself. During this process, we will delete and reclaim all resources. After that, the data can no longer be recovered.

Refund Process​

Go to the console, click your avatar in the top-right corner, select "Account Settings," and choose "Service Discontinuation Refund" in the sidebar.

  • Before proceeding to the next step, please make sure you have completed migrating and exporting your data;
  • Then click "Discontinue Service." We will delete all applications and resources under your account to avoid incurring further unnecessary charges;
  • Because some billing items are delayed, you will need to wait 3 business days for all items to be settled;
  • Click "Apply for Refund" and fill in the relevant refund bank information;
  • Wait for the finance team's review. Once approved, the refund amount will arrive within 3 business days.

Balance Refund Principles​

  • The order in which the balance is consumed follows the "first recharged, first consumed" principle, meaning the system uses the earliest received recharge amount first; refunds apply only to the most recently received recharge record in the current account that has not yet been fully consumed.
  • Complimentary balances such as vouchers are not eligible for refunds.

Refund Methods​

tip

Because Alipay does not support refunds for historical recharges, refunds will be made uniformly to a bank account.

  • For bank recharges, we will follow the principle of refunding along the original payment route.
  • For recharges made via Alipay only: if recharged through a company account, the refund will be made to a bank account under the same company name; if recharged through a personal account, the refund will be made to a bank account under the same individual's name.
  • If recharged via Stripe, please provide the Stripe paymentId of your most recent recharge and the account email for the refund.

If the balance was recharged in an individual's name but needs to be refunded to a company account, you must provide a written refund statement (download template). The company receiving the refund must be the real-name-verified company of the account.

If an invoice has already been issued for the recharge corresponding to the balance to be refunded, a red-letter (credit) invoice must be issued. In this case, the finance team will issue the red-letter invoice through the tax system. In the refund application form, the system will flag that invoice reversal confirmation is required and will provide the company entity of the invoice. Your company's finance team will need to confirm this online through the tax system. After confirming, click "Confirm" in the refund application form to notify us. The normal refund process can then proceed.