Cancellation and Refund Policy

REFUND POLICY

We strive to provide the best possible service to all our Customers. However, if you experience any issues or are dissatisfied with the services we provide, and you have already contacted Suite Qloud to seek a resolution, you may request a refund within thirty (30) days from the service registration date.

Each Customer is entitled to only one (1) money-back guarantee claim for each service under a single Suite Qloud account.

Refunds Are Available Only For

• New purchases of Cloud Hosting services across all available plans.
• Payments transferred by Customers to an incorrect destination when making payments to a Suite Qloud bank account.

Refunds may only be issued to the Customer's Suite Qloud account balance. Refunds via bank transfer are not available under this provision.

Refunds Are Not Available For

• Violations of the Terms of Service.
• Cloud Hosting services undergoing renewal, upgrade, or downgrade.
• International and Indonesian domain names, including:
• Domain registration.
• Domain renewal.
• Domain transfers, including transfer-in and transfer-out.
• Domain names listed on the TrustPositif+ list maintained by the Indonesian Ministry of Communication and Digital Affairs (Komdigi) (https://trustpositif.komdigi.go.id/), as well as other third-party blocklists or monitoring lists, including but not limited to Spamhaus, registrar or registry lists, and similar databases.
• Add-on services under any circumstances, including Privacy Protection, SSL Add-ons, Mailspace, Daily Backup Premium, Speed Booster, and other similar services.
• Overpayments that are automatically credited to the Customer's Suite Qloud account balance.
• Delays in payment confirmation, or failure by Customers using manual payment methods to confirm their payments to Suite Qloud, resulting in the services remaining inactive.
• Payments made in a previous calendar year, which may not be reclaimed during the current calendar year.
• Deposits into or withdrawals from a Suite Qloud account balance under any circumstances.

Refund Methods

Refunds to Customers may be processed using the following methods:

1. Refunds to a Suite Qloud Account Balance

The Suite Qloud account balance is non-withdrawable but may be used to purchase and renew services.

When a refund is issued to a Suite Qloud account balance, the full amount paid by the Customer will be credited without any deductions.

This refund method applies to:

• The 30-day money-back guarantee for eligible services.
• Overpayments made by Customers.
• Failed transactions involving services that are no longer active.
• Transactions paid by credit card.
• Transactions made in a previous calendar year for which the Customer did not provide confirmation until the current calendar year.

2. Refunds via Bank Transfer or Third-Party Payment Services

For refunds processed via bank transfer, the refund amount will be reduced by any taxes or other applicable charges previously paid by Suite Qloud in connection with the relevant transaction, in accordance with applicable laws and regulations.

This refund method applies to:

• The 30-day money-back guarantee for eligible services.
• Payments transferred by Customers to an incorrect Suite Qloud bank account destination.
• Duplicate payments made by Customers to a Suite Qloud bank account.
• Payments received by Suite Qloud for which a refund is requested within the same calendar month in which the payment was received.
• Refunds that can only be issued to the bank account recorded as the payer on the relevant service invoice.

Notes and Additional Conditions

1. Refund requests will be compiled and processed by the Suite Qloud Team every Monday and Thursday during business hours, from 08:00 to 14:00 Western Indonesian Time (WIB).
2. If a Customer submits payment confirmation after 14:00 WIB, the refund will be processed during the next scheduled processing period.
3. Administrative fees may be charged to the Customer when the bank used for the original transaction differs from the bank used for the refund.
4. If a Customer requests a refund for Cloud Hosting services that include a free domain name and/or a free SSL certificate, the refund amount will be reduced by the regular retail price of the domain registration and/or SSL certificate, excluding promotional prices.
5. If an error or failure in Suite Qloud's systems prevents a Customer's service from being registered, transferred in, transferred out, or renewed, the Customer will be entitled to a refund of up to the service price stated on the relevant invoice.
6. If a Customer makes a payment to Suite Qloud but fails to confirm the payment within thirty (30) days after the funds have been received in Suite Qloud's bank account, the refund cannot be processed via bank transfer. The funds may only be refunded to the Customer's Suite Qloud account balance.