Cancellation & Refund Policy

Overview

CloudNexus is committed to providing transparent, flexible, and customer-first service terms. We understand that infrastructure needs change, which is why our policies are designed to give you full control over your subscriptions while maintaining fair and sustainable practices for our cloud network.

Cancellation Process

You may cancel your CloudNexus subscription at any time through the Client Portal. Cancellations take effect at the end of your current billing cycle unless otherwise noted below.

• Monthly Plans: No contract required. Cancel anytime. Service remains active until the end of the current month.
• Annual Plans: Require a minimum 30-day written notice before the renewal date. Failure to provide notice will result in automatic renewal.
• Self-Service Cancellation: Navigate to Billing → Subscriptions → Manage Plan → Cancel Subscription. You will receive an immediate confirmation email.
• Support-Assisted Cancellation: If you encounter issues, our support team can process cancellations within 24 hours upon verification.

Stopping payments or closing your account without formal cancellation will not terminate your billing cycle and may result in service suspension or collection procedures.

Refund Eligibility

Refund requests are evaluated based on plan type, account age, and service usage. We strive to resolve all refund inquiries within 5 business days.

• 14-Day Trial/Grace Period: New accounts are eligible for a full prorated refund if cancellation occurs within 14 days of the initial purchase.
• Monthly Subscriptions: Prorated refunds are issued for unused days if cancellation occurs within the first 30 days of a billing cycle.
• Annual Subscriptions: Generally non-refundable. Exceptions apply only in cases of documented service outages exceeding 72 hours or billing errors.
• Non-Refundable Items: One-time setup fees, custom IP addresses, SSL certificates, overage charges (bandwidth, storage, compute), and third-party add-ons.

All approved refunds are processed back to the original payment method. Credit card refunds typically appear within 5–10 business days. Crypto or wire refunds may take longer depending on network processing.

Enterprise & Custom Contracts

Accounts operating under Master Service Agreements (MSAs), dedicated infrastructure contracts, or custom SLA arrangements are governed by the terms specified in their executed agreements. Standard public policy terms do not override contractual obligations.

Enterprise customers should contact their dedicated Account Manager or submit a formal cancellation request through the Enterprise Portal to initiate offboarding procedures, which may include data migration support and hardware return protocols.

Data & Account Post-Cancellation

Data sovereignty and security are core to our operations. Upon cancellation:

• 14-Day Grace Period: All active instances, databases, and storage volumes remain accessible for data export. Backups continue to run during this window.
• Permanent Deletion: After 14 days, all customer data, configurations, snapshots, and DNS records are irreversibly purged from our infrastructure in compliance with GDPR and SOC 2 standards.
• Export Tools: Use the Data Export Wizard in the dashboard to download complete infrastructure bundles before deletion.

Extending the retention period beyond 14 days requires a paid Data Retention Add-on and must be requested prior to account closure.

Questions or Disputes?

Our billing and support teams are available to assist with cancellation requests, refund eligibility reviews, or contract clarifications.