Understand how service cancellations, refund requests, and billing adjustments are handled at Racko.
This policy explains how Racko handles cancellations, refund requests and related billing adjustments for its cloud infrastructure and managed services. It covers products such as VPS, Cloud VPS, Dedicated Servers, Private Cloud, GPU Cloud, S3 Storage, Backup Storage, Web Hosting, CloudLabs and Managed Cloud Operations.
Eligibility depends on the purchased service, its provisioning and usage status, and the terms accepted at checkout or in the applicable agreement. Where a signed agreement or service-specific policy contains different provisions, requests will be assessed under the applicable terms. This policy does not limit rights available under applicable law.
To request cancellation, use would like the cancellation to take effect. Provide the service identifier and the date on which you Racko will confirm the applicable effective date and any remaining charges. [approved cancellation channel]
Refund requests are reviewed based on the reason for the request, the service purchased, provisioning status, usage and the applicable agreement. Examples of situations that may require review include:
A duplicate payment processed against the same billing invoice.
An incorrect charge or automated compute metric calculation error.
A paid node, bare metal or slice that could not be provisioned by racko infrastructure.
A cancellation that falls strictly within an approved product-specific refund window.
For each request, Racko may verify the transaction, invoice and service records before determining the outcome.
* Note: Do not present these examples as automatic refund guarantees.
Specific infrastructure models incur upstream provisioning allocations. Review the binding parameters for each active product class:
| SERVICE | CANCELLATION TERMS | REFUND TREATMENT |
|---|---|---|
| VPS & Cloud VPS | [Approved cancellation terms] | [Approved refund treatment] |
| Dedicated Servers | [Approved cancellation terms] | [Approved refund treatment, including provisioning commitments] |
| Private Cloud & Custom Infrastructure | [Applicable agreement and notice period] | [Approved contract-specific refund treatment] |
| GPU Cloud | [Approved cancellation terms] | [Approved treatment of reserved capacity and consumed usage] |
| S3 Storage & Backup Storage | [Approved cancellation and data retrieval terms] | [Approved treatment of storage, requests and transfer charges] |
| Web Hosting | [Approved cancellation terms] | [Approved refund window and exclusions] |
| CloudLabs | [Approved cancellation terms] | [Approved treatment of activated labs, reservations and usage] |
| Managed Cloud Operations | [Applicable agreement and notice period] | [Approved treatment of completed work and service periods] |
Refund treatment for the following items depends on the approved service terms:
Formal refund requests must follow this step-by-step verification pipeline:
Find the invoice number, payment reference, and affected service identifier from your account dashboard.
Contact [approved refund request channel] strictly using your registered account email.
Include the comprehensive reason for the request, relevant billing timestamps, and supporting operational data.
Racko will audit technical telemetry records and communicate the final assessment or request further details.
Once a refund is initiated, the time taken for funds to appear may depend on the payment provider or receiving bank.
Racko will communicate whether the request is approved, partially approved or declined, together with the relevant explanation.
Before cancellation takes effect, export any data, backups and configuration information you need to retain.
Do not assume that backups remain available after the service ends. Refer to the terms applicable to your purchased backup service.
If you believe a charge is incorrect, contact [approved billing support channel] and provide the relevant invoice and transaction details.
Racko will review the available billing and service records and communicate any correction or adjustment.
This process does not limit rights available through your payment provider or under applicable law.
Racko may update this policy to reflect changes in its services, billing processes or applicable requirements.
The latest version will show its effective date and last updated date.
For cancellation, refund or billing questions regarding your infrastructure footprint:
