Refund Policy

Overview

This Refund Policy forms part of the Tower Cloud Terms of Service and applies to Charges, Wallet Top-Ups, infra credits, Promotional Credits, SLA Credits and any other amounts paid or credited in connection with the Services.

General Rule

Credits are the default remedy. Except where required by non-waivable Applicable Law or expressly approved by us in writing, payments made to Tower, including Wallet Top-Ups, are final and non-refundable.

Wallet and Prepaid Balances

Wallet Top-Ups and purchased infra credits are non-refundable and non-cash redeemable.

Purchased Wallet Balance may be used only for Tower Services associated with the relevant Customer Account and cannot be transferred, withdrawn, assigned or encashed.

Purchased Wallet Balance does not expire solely due to passage of time.

Promotional Credits, SLA Credits, trial credits, referral credits and other gratuitous balances are non-refundable, non-transferable, non-cash and may expire in accordance with their applicable terms.

Invoice Disputes

Any dispute relating to an invoice, Wallet debit or billing error must be raised within 7 (Seven) days from the date of the relevant invoice or transaction.

Validated errors may, at our sole discretion, be resolved by correction, service credit or other appropriate adjustment.

De-Provisioning and Service Usage

Billing continues until Services are fully De-provisioned in accordance with the Terms of Service.

No pro-rata refund shall be provided for unused committed capacity, reserved resources, minimum billing amounts, partial billing periods, unused subscription terms or failure by you to use the Services after provisioning.

Non-Refundable Items

The following are non-refundable unless required otherwise by non-waivable Applicable Law:

Wallet Top-Ups and purchased infra credits;

Promotional Credits, SLA Credits and other non-cash credits;

committed plans, reserved capacity, minimum monthly charges and licence fees;

taxes, duties, levies and statutory charges already remitted or payable;

fees incurred due to migration, professional services, setup, reactivation, chargebacks, collections or third-party pass-through costs.

Chargebacks and Reversals

If a payment, Wallet Top-Up or other transaction is reversed, charged back, recalled or disputed, we may suspend the Services, reverse the related Wallet value, set off the amount against other balances or dues, and recover the value of any Services consumed using such funds together with any related fees and costs.

Exceptional Cases

Where we elect to grant a refund notwithstanding this Policy, the refund may be subject to deductions for processor fees, gateway charges, bank charges, taxes, foreign exchange differences, consumed Services, outstanding dues and any other costs reasonably incurred by us.

Any such refund shall be made only through a mode determined by us and may require completion of verification or documentation steps.

Contact

Refund and billing queries may be directed to contact@tower.cloud