At xCloud, we aim to keep our billing and refund process simple, fair, and fully transparent. Since our platform includes different types of services, such as self-managed hosting, managed servers, and addons, refund eligibility may vary depending on how the service is used.

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 #

How to Request a Refund #

1. Cancel first — Remove your server or cancel your subscription before submitting a request.
2. Open a support ticket — Log in with your account and submit a ticket here. Select the relevant service when creating the ticket.

✅ Approved refunds are processed within 5–10 business days and returned to your original payment method. It also depends on your banking working days, too. All refund amounts are calculated in USD. In accordance with our policy, our team will review your case and respond promptly. Please check below to know more about eligible refund cases:

xCloud Managed Servers & xCloud Provider Servers Refund Policy #

If you delete an xCloud Managed Server or xCloud Provider Server before the next billing cycle, you may be eligible for a pro-rated refund based on your actual usage.
This means you only pay for the time you used the server.

Important notes:
– A minimum charge of one full day applies if the server was used for less than 24 hours.
– Stripe processing fees (up to 10%) may be deducted from the refundable amount.
– Refunds are calculated as: Total paid − usage charge − processing fee = refund amount

Example:
You purchase a $100/month plan and delete it after 15 days. You’ll be charged for 15 days of usage plus the Stripe fee. The remaining balance is refunded.

Full Server Backup For xCloud Managed Server & xCloud Provider Servers:
The same pro-rated rules apply to server backups. You pay only for the backup time used, and the unused portion is refunded after the Stripe fee is deducted.

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

Addons #

Refunds are not available for any addon once the subscription is activated. This includes:

– Mailbox
– Mail Delivery
– Site Security PRO

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