# xCloud Refund Policy

> xCloud refund policy: pro-rated server refunds, 14-day BYOS and reseller refunds, non-refundable add-ons, and how Account Credit and Refundable payouts work.

This guide explains when an xCloud purchase may qualify for a refund, how unused service value becomes **Account Credit**, and how to request a payout of eligible **Refundable** credit. It is for xCloud customers who need to cancel a service, review credit created after a deletion, or return eligible credit to the original payment method.

## Refund eligibility at a glance

Refund eligibility depends on the service, the billing term, actual usage, and whether the value is marked **Refundable** or **Non-refundable**.

| Service | Refund treatment | Eligibility window |
| --- | --- | --- |
| xCloud Managed, xCloud Provider, and eligible Agentic Stack servers | Pro-rated unused value | Before the end of the paid billing term |
| Self-Managed Hosting / BYOS | Full refund for a new server | Within 14 days of purchase |
| Reseller / White Label subscription | Full subscription refund | Within 14 days of purchase |
| Activated add-ons | Non-refundable | No refund after activation |

Approval is not automatic. xCloud may review the original payment, service usage, previous credits or refunds, payment disputes, and policy eligibility before approving credit or a payout.

## Prerequisites

-   Access to the xCloud team that purchased the service.
-   Permission to view billing information and Account Credit.
-   The affected service cancelled or deleted before requesting its unused eligible value.
-   The original payment successfully completed and not already fully refunded or disputed.
-   A support ticket for requests that do not appear as a claimable credit in the dashboard.

## Understand Account Credit

**Account Credit** is value recorded in the Wallet for the same xCloud team and currency. Eligible credit is applied automatically to future invoices before the card is charged.

The Account Credit page separates the balance into two categories:

| Category | What it means |
| --- | --- |
| **Refundable** | Eligible for a reviewed payout to the original payment method, subject to the remaining refundable amount and policy rules. |
| **Non-refundable** | Promotional, goodwill, bonus, coupon, referral, complimentary, or other credit that can pay eligible xCloud invoices but cannot be withdrawn or paid out. |

Account Credit cannot be transferred, sold, gifted, or moved to another xCloud team. It cannot be used across currencies. Credit already spent, refunded, reversed, disputed, or otherwise returned reduces the remaining refundable balance.

![The Available Credit total combines refundable and non-refundable balances, applied to invoices automatically.](/_landing/docs/refund-policy-account-credit-overview.png)

## Request unused value after deleting an eligible service

Deleting a paid service does not complete a cash refund. For an eligible service, xCloud calculates the unused value and can create a claimable credit request.

1.  Cancel or delete the affected service.
2.  Open **Billing** and select **Account Credit**.
3.  Review the claimable amount.
4.  Submit the credit request.
5.  Wait for the review to finish.

A pending deleted-service credit request can be cancelled while it is awaiting review. The amount remains available to request again unless its eligibility changes.

## Request a payout of Refundable Account Credit

A payout returns eligible refundable credit to the original payment source. It is not a transfer to a different card, bank account, xCloud team, or third party.

1.  Go to **Billing → Account Credit**.
2.  Open the three-dot menu on the **Refundable** card.
3.  Select **Request payout**.
4.  Enter an amount that does not exceed the available refundable balance.
5.  Select **Submit request**.
6.  Track the result in **Credit History**.

![The payout dialog shows the deduction and expected payout before the request is submitted.](/_landing/docs/refund-policy-request-payout-dialog.png)

If approved, xCloud submits the payout as a refund against the original charge or charges that funded the refundable credit. Replacing or removing a saved card does not redirect the refund. If the original payment method cannot accept it, xCloud may retain the eligible value as Account Credit or ask you to contact the original payment provider.

## How credits and card payments are refunded

When Account Credit pays part of an invoice, only the remainder is charged to the card. If a later refund is approved, xCloud returns each eligible portion through its original source where possible:

-   The card-funded portion is returned against the original card charge.
-   The Account-Credit-funded portion is returned to the Wallet.
-   Non-refundable credit does not become cash-refundable because it was used on an invoice.
-   The same value cannot remain spendable as Account Credit and also be returned as cash or a card refund.

The maximum payout cannot exceed the remaining eligible amount actually paid through the original payment source after previous refunds, used credit, non-refundable credit, usage charges, and disclosed processing deductions are accounted for.

## Service-specific rules

### xCloud Managed, xCloud Provider, and eligible Agentic Stack servers

Unused value may qualify for a pro-rated refund when the server is deleted before the paid billing term ends. The calculation uses actual time active, with a minimum one-day usage charge where applicable.

> Refundable amount = amount paid − used service charge − permitted processing deduction

For yearly or multi-month terms, the calculation starts from the amount actually paid at checkout, including an applied term or first-purchase discount. Eligible server-backup time is calculated on the same pro-rated basis.

### Self-Managed Hosting / BYOS

A new Self-Managed/BYOS server is eligible for a full refund within 14 days of purchase. Requests after 14 days and recurring charges after that period are not eligible. Deleting the server cancels the related subscription so it is not charged in the next billing cycle.

### Reseller / White Label subscription

The Reseller / White Label subscription has a 14-day refund window for subscription fees. See the [Reseller Panel billing and refund guide](/docs/how-billing-works-in-xcloud-white-label-program/#refund-policy) for reseller-specific billing details.

### Activated add-ons

Activated add-ons are non-refundable. This includes:

-   Mailbox
-   Mail Delivery
-   Site Security PRO
-   Cloudflare Enterprise Addon

Review the selected add-on, billing term, and price before activation.

## Review times and payment posting

Account Credit requests and payout requests require review. xCloud may request information needed to verify the account, service, usage, and original transaction.

After an approved card refund is submitted to the original payment processor, it commonly takes 5 to 10 business days to appear. The bank or payment provider controls the final posting time. All refund calculations are recorded in USD.

## Late payments and suspension

Recurring payments are billed on the first day of each month. An overdue balance may pause the account until it is cleared. If more time is needed, contact xCloud Support during the last week of the preceding month so the team can review available options before an interruption.

## Verify the result

Use this checklist after requesting credit or a payout:

-   The request appears on the correct xCloud team.
-   A deleted-service credit shows a review status before it becomes available credit.
-   Approved credit appears in **Credit History**.
-   **Available Credit** equals the visible refundable and non-refundable balances.
-   A payout request reduces the balance available for another payout while it is pending.
-   The final payout or credit status appears in **Credit History**.
-   The destination remains the original payment source for an approved cash payout.

## Troubleshooting

| Symptom | Likely cause | Resolution |
| --- | --- | --- |
| No claimable credit appears after deletion | The service is ineligible, the calculation is still processing, or the wrong team is selected | Confirm the purchasing team and service type, then [open an xCloud support ticket](https://app.xcloud.host/support) with the affected service selected. |
| Request payout is unavailable | There is no available Refundable balance, or the balance is already reserved by a pending payout | Check the Refundable card and Credit History for pending activity. |
| The payout amount is lower than Account Credit | Non-refundable credit, service usage, previous refunds, used credit, or the displayed processing deduction is excluded | Compare Refundable credit with the amount and deduction in the payout dialog. |
| A refund has not appeared on the card | The request is still under review, or the bank has not posted the submitted refund | Check Credit History first; after approval, allow the payment provider's posting time. |
| A payout is rejected or fails | The original transaction is ineligible, exhausted, disputed, unavailable for refund, or requires more verification | Review the recorded status and contact xCloud Support from the purchasing account. |
| Credit was applied to an invoice unexpectedly | Available Account Credit is applied automatically before the card is charged | Compare the invoice's Account Credit and card-funded portions in billing history. |

## Common mistakes

-   **Treating deletion as an instant cash refund.** Deletion can create a claimable credit, but review and approval happen before credit becomes available.
-   **Using Available Credit as the payout amount.** Available Credit includes both Refundable and Non-refundable value; only the available Refundable portion can be requested.
-   **Expecting a refund on a replacement card.** The refund remains tied to the original funding transaction.
-   **Requesting the same value twice.** Used, refunded, reversed, disputed, or already requested value reduces what remains eligible.
-   **Assuming every cancellation is refundable.** The service type, refund window, activation state, usage, and original payment all affect eligibility.

## FAQ

### Is all Account Credit refundable?

No. Only credit marked **Refundable** can be considered for a payout. Promotional and goodwill credit is **Non-refundable** but can still pay eligible invoices.

### Does Account Credit apply automatically?

Yes. Available Account Credit is applied to eligible invoices before the saved card is charged.

### Can I send a payout to another card or bank account?

No. An approved payout is submitted against the original payment source that funded the refundable credit.

### Does deleting a server complete the refund?

No. An eligible deletion can create a claimable credit request. The request must be submitted and approved before the value becomes Account Credit.

### Can I cancel a deleted-service credit request?

Yes, while it is awaiting review. The amount can be requested again unless eligibility changes.

### Where can I see credit and payout activity?

Go to **Billing → Account Credit** and review **Credit History**. The ledger records credits, debits, payouts, balances, and statuses.

## Related resources

-   [Open an xCloud support ticket](https://app.xcloud.host/support)
-   [Reseller Panel billing and refund policy](/docs/how-billing-works-in-xcloud-white-label-program/#refund-policy)

If you have any questions about the refund policy, contact our support team or email us at **support@xcloud.host**.