Refund & Cancellation Policy

1. Scope

This policy applies to services bought from Stratos Compute Pte Ltd and forms part of our Terms of Service. Prices are in US dollars.

2. Cancelling public cloud services

Public cloud is pay-as-you-go with no minimum term and no cancellation fee. Delete an instance, volume, load balancer or floating IP in the console and billing for that resource stops at the end of the hour in which it was deleted. To close the account entirely, delete your resources and email finance@stratoscompute.com.

Because charges are metered hourly and invoiced after the fact, there is nothing prepaid to return: you are billed only for the hours you actually consumed up to cancellation.

3. Cancelling a private cloud engagement

Private cloud engagements run for the term in your order. Either party may cancel with 30 days’ written notice, or immediately for material breach that is not remedied within 30 days. Fees for work already performed and for the notice period remain payable. Amounts prepaid for a period after the cancellation date are refunded on a pro-rata basis.

4. When we refund

We issue a refund or a credit note in the following cases:

• Billing error — you were charged for a resource you did not run, charged at the wrong rate, or charged twice. We refund the difference in full.
• Duplicate payment — the same invoice was paid twice. We refund the duplicate in full.
• Unused prepaid balance — a prepaid balance you funded and never spent is refundable, less any promotional or bonus credit, which has no cash value.
• Service failure — where an SLA is agreed in your order and we miss it, the remedy is the service credit set out in that SLA.

5. When we do not refund

• Hours of compute, storage, egress or network you actually consumed.
• Promotional credits, sign-up bonuses and any other credit we granted at no charge.
• Resources left running unintentionally — idle instances and unattached volumes are still billed. Set budgets and delete what you are not using.
• Accounts suspended or terminated for breach of the Terms, including non-payment or abuse.
• Third-party licence fees we passed through and have already paid on your behalf.

6. How to request a refund

Email finance@stratoscompute.com with the invoice number and what you believe is wrong, within 60 days of the invoice date. We acknowledge within 2 business days and aim to decide within 10 business days. If we need more information we will say exactly what.

7. How refunds are paid

Approved refunds go back to the original payment method. Card refunds are issued through Stripe and typically appear on your statement within 5–10 business days, depending on your bank. Bank-transfer refunds are remitted to the account the payment came from. We do not refund to a different party or a different payment method.

8. Disputes

Please contact us before opening a dispute with your card issuer — a billing error is almost always faster to fix directly. If we cannot agree, the governing law and jurisdiction clause of the Terms of Service applies.

9. Contact

Stratos Compute Pte Ltd
143 Cecil Street, #06-02, GB Building, Singapore 069542
Email: finance@stratoscompute.com
Phone: +65 8084 8126