Refund Policy (Trial)¶

We provide a flexible refund mechanism to ensure users’ rights are protected under reasonable circumstances.
Based on different product types and billing modes, the d.run platform has established corresponding refund policies to ensure fair and reasonable expense handling when users change requirements or terminate services.

Refunds to Wallet Balance¶

By default, automatic refunds are credited back to the account wallet balance. The refunded balance can be used for future consumption.

Pay-as-you-go¶

Container Instances (Pay-as-you-go)

• Automatic refund: When resources are deleted or shut down, the system automatically stops billing and settles charges
• Billing accuracy: Per-second billing ensures refunds match actual usage duration
• Refund method: Unused balance is automatically refunded to the account wallet
• Processing time: Processed in real time without manual intervention

File Storage

• Refund rule: Billing stops immediately upon file deletion
• Free quota: No refund applies within the 20GB free quota
• Excess usage: Charged based on actual usage, stops automatically after deletion

MaaS Model Service

• Refund method: Charged based on actual usage; no prepayment, hence no refund required
• Billing stop: No further charges once calls stop

Subscription (Yearly/Monthly)¶

Container Instances (Subscription)

• Automatic refund: Billing stops automatically once the subscription instance is deleted
• Refund eligibility: Refund requests supported within the subscription validity period
• Refund calculation: Based on the proportion of unused duration
• Refund formula: Refund = Order Amount × (Remaining Days / Total Days)
• Processing: Processed in real time without manual intervention

Wallet Balance Refund¶

Eligibility

• Refund required for cash recharged into wallet
• Abnormal recharge or erroneous transaction
• Account closure or business termination requiring balance settlement

Application Process

1. Contact customer support to submit a refund request
2. Provide proof of recharge and identity verification
3. Customer support reviews the validity of the request
4. Upon approval, refund is made via the original payment channel

Processing Time

• Review: 1–3 business days
• Refund arrival: 3–7 business days depending on the payment channel

Voucher Policy¶

Vouchers cannot be refunded once used

• Used vouchers cannot be refunded or converted into cash
• Expired vouchers cannot be refunded or extended
• Vouchers can only be applied during validity as per usage rules

Refund Restrictions and Notes¶

Non-refundable cases¶

1. Violation of terms: Fees due to breach of service terms are non-refundable
2. Malicious requests: Frequent refund requests without valid reasons
3. Invoiced charges: Refund requests require invoice issues to be settled first
4. Expired requests: Refunds requested beyond the reasonable timeframe

Refund Handling Principles¶

• Fair and reasonable: Refunds are calculated based on actual usage
• Timely: Refunds are processed within the specified timeframe
• Original channel: Refunds are returned via the original payment method
• Transparent: Detailed refund calculation is provided

Customer Support Contact¶

For refund requests or policy inquiries, please contact us via:

• Contact Support
• Working hours: Monday–Friday, 9:00–18:00
• Response time: Within 1 hour during working hours