Refund Policy

Effective date: February 4, 2026

This Refund Policy applies to Services purchased on redu.cloud, operated by Redu Cloud Ltd (Company No. 17013438, registered office: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ) (“we”, “us”, “our”). This Policy should be read together with our Terms of Service.

1. Business-oriented services

redu.cloud primarily provides usage-based cloud infrastructure services for business users (B2B), including startups and development teams. Because cloud resources can be provisioned instantly and consumed in real time, refunds are generally limited as described below.

Nothing in this Policy limits any mandatory consumer rights that may apply to you under applicable law in specific cases.

2. Key definitions

“Fees” means charges for Services based on metered usage.
“Refund” means a reversal of a paid transaction back to the original payment method (where supported by the payment provider).
“Service Credit” means an account credit applied to future invoices; it has no cash value and is not redeemable for cash (unless required by law).
“Promotional Credits” means free, trial, or promotional credits (for example, €200 credits) that may be granted under a promotion.

3. 14-day refund review window (first paid charge)

Customers may request a refund review within 14 days of their first paid charge (for example, the first invoice amount due after any free credits are applied).

Because redu.cloud provides usage-based cloud infrastructure that can be provisioned immediately, refunds (if any) during this period are generally limited to unused or minimally used Services, except where required by applicable law.

4. Usage-based infrastructure: general rule

Services are billed based on actual usage (for example, compute hours, storage consumption, network usage), calculated hourly and invoiced monthly in arrears. Because usage is consumed in real time, charges for consumed resources are generally non-refundable.

5. When a refund or service credit may be issued

We may issue a Refund or Service Credit in limited circumstances, such as:

Billing errors (e.g., duplicate charges or clearly incorrect metering)
Unauthorized transactions, subject to verification and investigation
Service unavailability where a refund/credit is appropriate (including as described in any applicable SLA)
Honest customer mistakes (e.g., accidentally provisioning resources that were not meaningfully used)
Where required by applicable law

We may choose to provide a Service Credit instead of a Refund where appropriate, unless applicable law requires a Refund.

6. Exclusions and non-refundable items

We generally do not provide refunds for:

Consumed usage, including partially used time within an hourly billing period
Provisioned capacity that was available to you (even if you did not fully use it)
Charges caused by customer configuration, misuse, failure to secure resources, exposed services, or compromised credentials
Charges associated with third-party software or licenses you deploy (if applicable)
Promotional Credits: Promotional Credits are non-refundable, not redeemable for cash, and cannot be converted into a Refund
Amounts that are subject to fraud/abuse or attempts to circumvent eligibility rules

7. Chargebacks and payment disputes

If you believe a charge is incorrect, please contact us first at office@redu.cloud so we can review and resolve the issue quickly.

Initiating a chargeback or payment dispute may result in temporary suspension of the Account or restriction of Services while the dispute is investigated, to prevent abuse and protect the Platform. If a chargeback is resolved in our favor, you remain responsible for the amount owed, and we may recover applicable dispute fees charged by payment providers where permitted by law.

8. How to request a refund review

To request a refund review, email office@redu.cloud and include:

Your account email / account identifier
Invoice number(s) and transaction reference (if available)
The date/time range of the issue and affected Services
A short explanation and any relevant evidence (screenshots/log excerpts if available)

We may request additional information to verify the request and to confirm usage details.

9. Review timeline and processing

We aim to acknowledge refund requests within a commercially reasonable time and to complete reviews promptly. Decisions depend on the circumstances, technical usage data, payment provider constraints, and applicable legal requirements.

If a Refund is approved, the time to receive funds depends on your bank and payment method and may take several business days. If a Service Credit is approved, it is typically applied to your account and reflected on a future invoice.

10. Taxes, fees, and currency

Approved Refunds (if any) are generally processed in the original transaction currency and may not include non-refundable third-party fees (such as card processing fees) where permitted by law. Exchange rate differences and bank fees may apply and are outside our control.

11. Changes to this Policy

We may update this Refund Policy from time to time. Updates will be posted on this page with a revised effective date.