Cloudproxy (“Cloudproxy”, “we”,
“our”) provides cloud platform and configuration services,
including but not limited to smart shared servers and internet proxy to its customers
(“Customer(s)”, “you”, “your”),
and such use of the Services by the Customers shall be governed by online terms of
service available at link https://www.cloudproxy.in/tnc.html
and/or a master services agreement, if any, executed between Cloudproxy and the Customer.
This refund policy (“Policy”) describes the cases in which a refund
may be due to the Customer and sets out the terms governing such refund. Your use of
the Services or your registration with us for availing the Services, constitutes
your agreement to this Policy. Cloudproxy may modify this Policy at any time by posting a
revised version of the same on Cloudproxy’s website and the amended version of this Policy
shall become automatically binding on you, if you continue to avail of the Services.
❖ In connection of your use of our Services, a refund may arise in the following
cases:-
- A. Refund for Invoice Discrepancies
- If you find any discrepancies in our invoices with respect to usage metrics
or the Services subscribed by you and/or other details mentioned on the
invoice like GSTIN etc., you are required to email us at
billing@cloudproxy.in within 7 (Seven) days of first receipt of
Invoice on email id (s) registered with us(“Invoice Email”).
- We will verify the validity of the alleged discrepancies internally and
after verifying whether any refund is due, we may at our discretion, offer
you a credit note or infra credits and/or refund the proportionate amount,
wherever required.
- If you do not inform us of any discrepancy within 7 (Seven) days of the date
of the Invoice Email, then thereafter, we will not entertain any requests to
modify bills/offer credit notes or offer refund in any other form.
- B. Refund in case of Deprovisioning of Services
- All Services shall be presumed to be in an active state and shall be
billed till the date of de- provisioning of respective Services. The
Customer is required to follow the below process for making any
de-provisioning request:-
- Services availed through Self Service Portal:- The Services
availed by you via self- service portal accessible at https://dashboard.cloudproxy.in
can be de-provisioned by you by making a request through the
self-service portal.
- Services Provisioned Manually:- Where Services have been
provisioned manually by our team on your request, you shall have
to explicitly file a request for de-provisioning of the Services
by sending an email to us at contact@cloudproxy.in
specifying explicitly the date of de-provisioning. Such request
shall be treated as valid only if sent through your authorized
technical contact and the de-provisioning shall have to be
unconditional.
- On receiving your request for de-provisioning of Service(s), our
provisioning team will de-provision that/ those Service(s) and
send you and the Cloudproxy finance team a de-provisioning mail
(“De-provisioning Email”). We will cease billing for that/ those
service(s) from the effective de- provisioning date mentioned in
the De-Provisioning Email, which is copied to our finance team.
- In case our finance team inadvertently misses accounting for a
De-provisioning Email and has billed you for the de-provisioned
services, we shall rectify the error by issuing a credit note or infra
credits, on receipt of an email to that effect from you. To enable us to
do the same we request you to email us at billing@cloudproxy.in
notifying us of the error along with the details of the appropriate
De-provisioning Email received from contact@cloudproxy.in
detailing the de-provisioning request.
- In case a De-provisioning Email has NOT been received by you, we would
request you to email contact@cloudproxy.in
intimating us of your previous de-provisioning request which was NOT
processed, along with a screenshot of such previous request. The
effective date of de-provisioning is usually the deprovisioning date
mentioned in the De-provisioning Email unless the service had a
commitment period, in which case, the effective date would be the last
date of such commitment period.
- If you have NOT sent a de-provisioning request, you should send it as
soon as possible, so that our team can proceed to issue a De-
provisioning Email to you. Till the time the Services are de-
provisioned, you remain liable to pay for the same. The finance team
will be able to issue credit notes or infra credits only as per the
above-mentioned process.
- The billing period for Services includes the day of provisioning and the
day of de-provisioning and all the days in between these two dates. All
manually provisioned services including virtual/dedicated proxy nodes
are billed in advance as per the monthly billing cycle (unless you have
specifically requested for a longer billing cycle).
- If you request us to de-provision any manually provisioned service
before the end of its billing cycle, we may, at our discretion, issue
equivalent credit note or infra credits or refund the remaining amount
charged in advance in full minus any payment gateway transaction charges
to the source through which payment was received earlier. Alternatively,
if you continue to avail other services that are still in the
provisioned state, the remaining amount may be adjusted in the next
billing cycle.
- C. Refund for Software Licenses provided with the Proxy Nodes
The software licenses billed by us are billed for each calendar month
regardless of the period of usage during the month. Once a software license has
been used during a calendar month, it is NOT eligible for a refund and you will
be charged for the full monthly cost of that license. Refund of software license
cost paid for unused future months is however possible, on receipt of an email
from you to us at billing-contact@cloudproxy.in
requesting
the same.
- D. Refund of Prepaid Infra Credits
If you have any unused prepaid infra credits in your Customer Account and you don’t
intend to use any further Services, then you can request refund by sending email to
billing@cloudproxy.in,
provided Customer account is not in “Inactive/ dormant state”.
For the purpose of this clause, ‘Inactive/dormant state shall mean a Customer account
which, at any point of time, has not consumed any of the Services in the preceding
90 (Ninety) day.
No refund shall be due after the expiry of 90 day and we shall have the right to
invalidate such credits after following the process mentioned in our TOS.
❖ When will you not be entitled to a refund under this Policy:-
You shall not be entitled any refund in the following cases:-
a) Minimum Billing
Committed Nodes: The committed nodes are launched for a specific committed period
for a fixed price and you shall not be eligible for a refund of the amount paid for
the same. Additionally, you will not be eligible for a refund of the minimum billing
amounts charged in each billing cycle;
b) Promotional code benefits, free coupons
etc. are not refunded;
c) The transaction fees charged by payment gateways is not
refunded;
d) If you have an outstanding balance in any of the linked Customer
accounts or if we suspect that your Customer account is linked in any manner to
another customer account(s) which has outstanding dues, you will not be entitled to
a refund. The balance, if any, remaining after adjustment of the outstanding balance
for such linked customer account, shall be refunded to you;
For the purpose of
this clause, outstanding dues shall include outstanding TDS payable for the
Services, where a duly signed TDS certificate has not been provided by you;
e) In
case of suspected violations of our TOS, Company Policies (as defined in our TOS)
etc.; or
f) Any other cases, which at our discretion would disentitle you to a
refund.
❖ General:-
All requests for refund shall be sent to billing@cloudproxy.in within the
timeline mentioned herein above. To the fullest extent permitted by applicable law,
you hereby waive all claims relating to fees/charges payable/already paid to us
unless claimed within the timeline prescribed in this refund policy.