Refund Policy
Effective date: 10 August 2026
The English and Chinese versions are intended to express the same rules. If they differ, interpret them, to the extent permitted by applicable law, to preserve the original intent and mandatory consumer protections, and contact support for clarification.
1. General policy: no general refunds
KoaNode operates on a no-general-refund policy. Refunds are not automatically available for subscription fees, prepaid balances, or services that have already been used. Creating or using an instance for testing, evaluation, benchmarking, or because you changed your mind does not create a right to a refund. KoaNode is not a free testing service. Customer-side issues, misunderstanding Test IPs, local network conditions, country-level access restrictions, and customer-initiated instance creation or deletion are not refund grounds.
2. Service charges and account balance
Cloud Instance usage is billed hourly. Charges incurred while an instance was active are non-refundable. Deleting an instance stops future billing but does not reverse charges already incurred. Unused account balance is not automatically refundable upon account closure. KoaNode may, at its sole discretion, consider an exceptional refund of unused deposited funds after reviewing account activity, payment history, actual usage, outstanding charges, promotional credits, and relevant risk signals.
3. Promotional credits
Promotional credits, including Welcome Credit and other deposit-related promotional credit, are for service usage only. They have no cash value, cannot be withdrawn, refunded, or transferred, and expire according to the applicable promotion terms. Promotional credits are excluded from any refund calculation.
4. Exceptional cases
KoaNode may consider an exception, on a case-by-case basis, for a verified duplicate charge, confirmed billing error, verified service failure caused by KoaNode, or a remedy required by applicable law or regulation. Exceptions are discretionary, are not guaranteed, and do not establish a general refund entitlement or precedent.
5. SLA credits and processing
Verified service downtime may qualify for account credits under the applicable Service Level Agreement. Credits are applied to the KoaNode account balance, are not redeemable for cash, and are not the same as cash refunds. Refund decisions may require identity and payment verification. Approved refunds normally return through the original payment method where supported, may be reduced by valid charges already incurred, and do not include promotional credits. Mandatory consumer rights remain unaffected.
6. Review and policy changes
KoaNode may review account activity, payment history, instance creation and deletion records, actual usage, billing records, promotional credits, and related risk signals before making a final decision. KoaNode does not provide a fixed 7-day, 14-day, or 30-day general refund window. KoaNode may update this Policy prospectively. The effective date shown above identifies the current version.