This topic describes the refund rules, refund flow, and the five-day money-back guarantee of ApsaraVideo Live resource plans.
Refund rules
Only the actual paid amount is refundable. Vouchers used for the purchase are non-refundable.
For services purchased during promotional events, if the general refund policy is inconsistent with the refund policy of the promotion, the refund policy of the promotion prevails. If a refund occurs, gifts such as vouchers and extended service periods are removed from your account.
An SDK license cannot be refunded after the license is activated.
If a resource plan is associated with a license, the resource plan cannot be refunded after the license is activated.
For more information, see Rules for unsubscribing from resources.
Billing method | Description | Refund method |
Pay-as-you-go | You are billed based on the actual resource usage. No refunds are involved. | N/A |
Resource plan | Data transfer plans for standard streaming in the Chinese mainland, Real-Time Streaming (RTS) data transfer plans, and live stream transcoding plans support a five-day money-back guarantee. The resource plans can be refunded only within five days of purchase, provided that they are not used. The five-day period includes the trial duration. In other cases, refunds are not allowed. For example, the remaining quota of a used or expired resource plan cannot be refunded. | Apply for a refund in the Expenses and Costs console after you fully understand the refund rules. For more information, see the Five-day money-back guarantee section of this topic. |
Queen SDK (yearly subscription) | Subscriptions of Queen SDK are non-refundable. | N/A |
Refund flow
For orders paid by using Alipay after March 29, 2019, refunds are returned to your Alipay account within 18 months (548 days) after the payment.
NoteHowever, the time taken to process refunds varies among banks and your refund may take some time to be deposited into your account. If a refund takes longer than 18 months, the refund is returned to the balance of your Alibaba Cloud account.
If your account is canceled or the number of refunds exceeds the limit allowed by Alipay, the refund fails to be returned to your Alipay account. In this case, the refund is also returned to the balance of your Alibaba Cloud account.
After you unsubscribe from a resource plan, the refund is returned within about two business days.
For orders that are paid by using online banking and that can be refunded to the payment account, refunds are returned within two to three business days based on the processing time of banks.
If you purchase a large number of resource instances in a single order, Alibaba Cloud supports refunds for each single resource instance. However, in this case, the number of refunds may exceed the refund limit of the payment channel. If multiple refunds occur within 2 minutes, Alibaba Cloud automatically merges them into one request and the refund is returned to the payment channel. This reduces failures caused when the number of refunds exceeds the limit allowed by the payment channel.
Five-day money-back guarantee
Log on to the Expenses and Costs console.
In the left-side navigation pane, click Unsubscribe.
On the Unsubscribe from Resources tab of the Unsubscribe page, click Resource Plans and set the Type parameter to 5-day Money-back Guarantee. You can search for a resource plan by product name, instance ID, and order time. Then, unsubscribe from the resource plan and apply for a refund.