Refund and Cancellation Policy

This policy explains how payments, renewals, cancellations and refunds work for Yeap Cloud services, operated by ZoneCloud Network LLC. It is part of our Terms of Service. Where a rule below differs for a specific service, the service-specific rule applies.

#1. Summary

• Services are prepaid. You can turn off auto-renewal at any time, and the service then runs until the end of the period you paid for.
• Early cancellation of a prepaid period is not refunded on a pro-rata basis, except where this policy says otherwise.
• ACME SSL subscriptions can be cancelled for a full refund within 30 days of payment.
• Hourly-billed cloud servers refund unused whole hours when you release them.
• Domain registrations, renewals, transfers and restores are not refundable once completed.
• Refunds are credited to your Yeap Cloud account balance, unless the law requires otherwise or this policy says otherwise.

#2. Account balance and top-ups

You can add funds to your account balance through Stripe (cards and the other payment methods it offers) or PayPal. Your balance is used automatically to pay orders, renewals and usage-based charges.

• Unspent top-up funds can be refunded on request through a support ticket. Where the payment processor allows it, the refund goes back to the original payment method.
• Funds that have already been used to pay for services, and promotional credits or coupons, are not refundable as cash.
• The balance is credit for Yeap Cloud services only. It does not earn interest and cannot be transferred to another account.

#3. Prepaid subscriptions and auto-renewal

Most services, including CDN and DNS plans, hosting, containers, email hosting, monthly cloud servers and add-ons, are prepaid for a billing period.

• Auto-renewal. When auto-renewal is on, a renewal invoice is created about 7 days before the end of the period and paid automatically, first from your account balance and then from your default saved card.
• Turning off auto-renewal. You can turn off auto-renewal at any time in the console. Nothing more is charged, and the service continues until the end of the paid period.
• Cancelling early. If you delete or release a prepaid service before the end of its period, the remaining time is not refunded. This includes releasing a monthly, quarterly or yearly cloud server early.
• Plan changes. An upgrade takes effect once its invoice is paid. A downgrade takes effect at the next renewal.
• Unpaid renewals. If a renewal is not paid, the service stays active for a 3-day grace period, is then suspended, and is permanently deleted, normally 10 days after expiry, after we have sent you notices.

#4. ACME SSL subscriptions

ACME certificate subscriptions have a 30-day cancellation window:

• You can cancel an ACME subscription in the console within 30 days of its most recent payment. When you do, the subscription ends, the ACME account is deactivated at the certificate authority, and the payments made within those 30 days are refunded in full to your account balance automatically.
• If a payment was part of an invoice that also included other items, our team processes the refund manually instead.
• After 30 days the subscription cannot be cancelled for a refund. You can turn off auto-renewal so that it ends at expiry.

#5. Other certificates

Paid SSL certificates other than ACME subscriptions, and code signing certificates, are not refundable once the certificate has been issued, because the certificate authority charges for each issued certificate. If an order has not yet been issued, contact support and we will try to cancel it. Where the certificate authority allows the cancellation, we refund the order to your account balance.

#6. Domains

• Domain registrations, renewals, transfers and restores (redemptions) are not refundable once they have been completed at the registry, because registry fees cannot be recovered.
• If a registration, renewal or transfer cannot be completed, for example because the domain is unavailable or a transfer fails, the amount paid is returned to your account balance.
• Domains follow the expiry, grace and redemption periods of their registry. Restoring an expired domain may cost more than a normal renewal.

#7. Hourly-billed cloud servers

Some cloud server plans are billed by the hour:

• The hourly rate is shown before you order. Charges are prepaid from your account balance in blocks of up to 24 hours.
• When you release the server, the unused whole hours of the current block are refunded to your account balance automatically.
• Outbound traffic is charged per GB. Inbound traffic is free.
• If your balance cannot cover the next hour, the server is stopped. Top up your balance to start it again. A server left unpaid is deleted under the normal expiry process.

#8. Usage-based charges

Charges for usage that has already happened, such as outbound traffic, overage, transactional email volume and LLM API usage, are not refundable.

#9. How refunds are paid

Refunds are credited to your Yeap Cloud account balance, where you can use them for any service. A refund goes back to your original payment method instead when this policy says so (for unspent top-ups) or when the law requires it. Card refunds usually appear on your statement within 5 to 10 business days, depending on your bank.

#10. Service problems

If a service did not work as described because of a problem on our side, contact support. We will look into it and, where appropriate, offer a credit or refund to your account balance. Free plans are not eligible for refunds or credits.

#11. Chargebacks

Please contact us before opening a chargeback or payment dispute, as we can usually resolve billing questions quickly. If a payment is disputed, we may suspend the related services while the dispute is open. If the payment is reversed, what it paid for may be cancelled or removed from your account.

#12. How to request a refund

Open a support ticket in the console at console.yeap.cloud/support/tickets, or email support@yeap.cloud from the email address on your account. Include the invoice number and the reason for your request. We aim to respond within 24 hours.

Nothing in this policy limits any rights you have under the consumer protection laws of the country where you live.