Depending on how the service is used, refund eligibility may vary. In this doc, you can learn the refund policy across xCloud, including which services are eligible, how refunds are calculated, and what conditions apply.
Refund Eligibility at a Glance #
| Service | Refund Type | Window |
|---|---|---|
| xCloud Managed, Provider, and OpenClaw Servers | Pro-rated | Anytime before the end of the paid billing term |
| Self-Managed Hosting (BYOS) | Full refund | Within 14 days of purchase |
| Reseller / White Label | Full refund | Within 14 days of purchase |
| Addons | ❌ No refunds | — |
How to Request a Refund #
- Cancel first — Remove your server or cancel your subscription before submitting a request.
- Open a support ticket — Log in with your account and submit a ticket here. Select the relevant service when creating the support ticket.
Approved Account Credit is added to the Wallet of the same xCloud team/account. If eligible refundable Account Credit is later approved for payout, it is submitted as a refund to the original payment source that funded the credit. Bank or payment-provider processing times may vary; card refunds commonly take 5–10 business days to appear. All refund amounts are calculated in USD.
xCloud Account Credit and Wallet #
Eligible unused service value may be issued as xCloud Account Credit after the related service is cancelled or deleted and the credit request is reviewed and approved. Approved Account Credit is added to the Wallet of the same xCloud team/account that purchased the service.
Account Credit:
- May be used only by the same xCloud team/account toward eligible future xCloud invoices.
- Cannot be transferred, sold, gifted, or moved to another xCloud account or team.
- Cannot be used across different currencies.
- Is not a bank account, stored-value account, or payment method.
- Has no cash value unless it is specifically marked as refundable and remains eligible for payout under this policy.
- Cannot be used to receive more than the amount originally paid or to receive the same value twice.
Promotional, goodwill, bonus, coupon, referral, complimentary, or other non-refundable credit can be used only for eligible xCloud purchases. It cannot be withdrawn, paid out, or refunded to a card or bank account.
Refundable Account Credit #
Account Credit is refundable only when xCloud identifies it as refundable and it can be traced to a successfully paid, refund-eligible transaction. You may request a payout of the available refundable balance from the Wallet. Every payout request is subject to review and approval.
If approved, the payout is processed only as a refund against the original card charge or charges that funded the refundable credit. It cannot be sent to a different card, bank account, payment method, xCloud account, or third party. Removing or replacing a saved card does not redirect the refund; the payment processor returns it to the original funding source where supported.
If the original payment method cannot accept the refund, xCloud may keep the eligible amount as Account Credit or ask you to contact the original payment provider. xCloud will not redirect the payout to an unrelated payment method unless required by applicable law or expressly supported by the original payment processor.
The amount available for payout cannot exceed the remaining eligible amount actually paid through the original payment source, after deducting prior refunds, Account Credit already used, non-refundable credit, usage charges, payment-processing fees where permitted, and any other deductions stated in this policy.
Claimable Credit after Service Deletion #
Deleting a paid service does not itself complete a cash refund. Where the service is eligible, xCloud calculates the unused value and creates a claimable Account Credit request. You must submit the request from the Wallet, and xCloud must approve it before credit is added.
The existing eligibility rules still apply, including:
- Pro-rated unused value for eligible xCloud Managed, xCloud Provider, and Agentic Stack services.
- The minimum one-day usage charge where applicable.
- Payment-processing deductions where permitted.
- The 14-day eligibility window for a new Self-Managed/BYOS server.
- No refunds for activated add-ons identified as non-refundable.
A claimable amount is an estimate until approved. xCloud may correct or reject a request affected by calculation errors, duplicate requests, previous refunds or credits, payment disputes, fraud, abuse, policy violations, or an ineligible service.
Using Credit and Preventing Duplicate Refunds #
When Account Credit is applied to an invoice, only the remaining amount is charged to the card. If a later refund is approved, xCloud returns each portion through its original source where possible: the card-paid portion to the original card charge and the Account-Credit-funded portion back to the Wallet.
Account Credit that has already been spent, withdrawn, reversed, refunded, disputed, or otherwise returned reduces the remaining refundable balance. You cannot receive the same value both as usable Account Credit and as a cash or card refund.
Review, Timing, and Status #
Wallet credit requests and payout requests are not automatically approved. xCloud may request additional information to verify the account, purchase, service usage, and original transaction. You may cancel a payout request only while it is still awaiting review; once processing begins, it may no longer be cancellable.
Approved card refunds are submitted to the original payment processor. Card refunds commonly take 5–10 business days to appear, but the final posting time is controlled by your bank or payment provider.
xCloud Managed, Provider, and Agentic Stack Servers Refund Policy #
If you delete an xCloud Managed Server, xCloud Provider Server, or Agentic stack (OpenClaw, Paperclip, Hermes) Server before the end of its paid billing term, you may be eligible for a pro-rated refund based on your actual usage.
This means you only pay for the time your server was active. For yearly or multi-month OpenClaw plans, the refund is calculated from the actual amount paid for that billing term, including any checkout discount.
Important notes:
- A minimum charge of one full day applies if the server was used for less than 24 hours.
- Payment-processing fees may be deducted from the refundable amount where permitted and disclosed.
- Refunds are calculated as: Total paid − usage charge − processing fee = refund amount
Example (monthly plan): You purchase a $100/month plan and delete it after 15 days. You’ll be charged for 15 days of usage plus any permitted payment-processing fee. The remaining eligible amount is issued as Account Credit.
Full Server Backup for xCloud Managed & Provider Servers #
The same pro-rated rules apply to server backups. You pay only for the backup time used, and the unused eligible portion is issued as Account Credit after any permitted payment-processing fee is deducted.
OpenClaw Server Yearly & Multi-Month Billing #
OpenClaw servers may be available with monthly, yearly, or multi-month billing terms. If you cancel or delete an OpenClaw server before the end of its paid billing term, you may be eligible for a pro-rated refund for the unused portion of the term.
This means you only pay for the time the OpenClaw server was active.
Important notes:
- Refunds are calculated based on the actual amount paid at checkout, including any first-purchase or term discount.
- A minimum charge of one full day applies if the server was used for less than 24 hours.
- Payment-processing fees may be deducted from the refundable amount where permitted and disclosed.
- Refunds are calculated as:
Total paid − used service charge − processing fee = refund amount
- If server backup or other eligible server-level services were included, those services are also calculated on a pro-rated basis where applicable.
- Addons that are marked as non-refundable remain non-refundable once activated.
Example (yearly plan): If you purchase a yearly OpenClaw server plan and delete the server after using part of the billing term, xCloud calculates the used portion first. The unused eligible portion is then issued as Account Credit after deducting any permitted payment-processing fee.
For example, if you paid $144 for a yearly OpenClaw server and used 3 months, the used service charge would be $36. The remaining $108 would be eligible for Account Credit, minus any permitted payment-processing fee.
Self-Managed Hosting / BYOS Refund Policy #
You’re entitled to a full refund within 14 days of purchase — no questions asked.
Important notes:
- Refund requests are only eligible within the first 14 days of purchase and only for new servers.
- Requests after 14 days are not eligible.
- Recurring charges and cancellations after 14 days are not eligible for refunds.
- Deleting your server automatically cancels the related subscription. Cancelled subscriptions will not be charged in the next billing cycle.
Reseller Panel / White Label Refund Policy #
A 14-day refund policy applies, covering subscription fees.
For full pricing and refund details specific to the Reseller Panel, check below: Full Details on xCloud Reseller Panel Refund Policy
Hosting Addons Refund Policy #
Refunds are not available for any addon once the subscription is activated. This includes:
- Mailbox
- Mail Delivery
- Site Security PRO
- Cloudflare Enterprise Addon
All addon purchases are final and non-refundable. Please review your selection, pricing, and billing details carefully before subscribing.
Late Payments & Account Suspension #
- Accounts are billed on the 1st of each month for all recurring payments.
- Overdue payments may result in your account being paused until the balance is cleared.
- Clients are requested to keep funds in accounts before the month ends.
- If you need more time to complete the payment, please contact our support team within the last week of the previous month. We will do our best to assist you and avoid any service interruption.
If you have any questions about the refund policy, please contact our support team or email us at support@xcloud.host.
