Refund policy

Cloud has no plan and no subscription fee. Once an hour Cloud counts what is running: each service is charged the hourly rate for its size, for each container it runs, and each database for the data it holds. A service that is stopped costs nothing. Your first nano application, and your first nano database up to its free allowance, are not charged. Builds, deployments, domains, certificates, volumes and backups are not charged separately.

On the 1st of each month, Cloud adds up the month before for each of your organizations, in US dollars, and charges it: to that organization's card, or by an invoice if we agreed to bill that organization that way. A month whose total is too small to charge on its own is carried into that organization's next statement instead.

Each organization's statement for each month is in the console under that organization's Billing, showing that month, its total and where it stands. Once the month is charged or invoiced, the statement has its document, Paddle's invoice for a card charge or our invoice, which lists a line for each service and rate. The statement and its document are the record this policy refers to.

Card payments are taken by Paddle, which acts as the merchant of record: Paddle keeps your card, charges it each month, works out and collects any tax, and sends the receipt and its invoice. Cloud never sees or stores your card number. Paddle also takes payment of an invoice in US dollars.

Because Paddle is the seller of every payment it takes, its refund policy, external link and buyer terms, external link apply alongside this page. Money paid through Paddle is only ever returned through Paddle, to the payment method you used.

An invoice is issued by PT Cahaves Technology International. One in US dollars is paid through Paddle, and one in rupiah through SingaPay, each from the link the invoice carries. Money paid through Paddle is refunded through Paddle. Money paid through SingaPay, by virtual account, QRIS, e-wallet or card, is refunded by bank transfer to an account you name. Each refund is recorded against the invoice as a credit note.

Within 14 days of the day a payment for Cloud was made, you can ask for it back for any reason, and we refund it in full. That holds for a month charged to a card and for an invoice, whichever way the invoice was paid. The refund goes back the way the payment came: through Paddle, or by bank transfer for an invoice paid through SingaPay.

The hours on a statement are hours your services ran, at the rates in force for those hours. They were the service, so once 14 days have passed since the payment, they are not refunded.

If Cloud misses its hourly count, it charges each missed hour at the lower of the counts on either side of the gap, and marks those hours as estimated. If a statement charges you for a service that was not running, or for anything else it should not have, tell us. We refund the difference: through Paddle for a card charge, or with a credit note against the invoice.

If you dispute a card payment with your bank (a chargeback), Paddle handles the dispute under its own terms, and we may suspend the account while it is open. Please write to us before you dispute a payment: we can usually put it right faster than a bank can.

Until monthly billing starts, at 06:00 UTC on 14 October 2026, an account that is not billed by invoice pays for Cloud in advance with credit: one credit to a US cent, added with top-ups and spent by the hour. Top-ups themselves stopped an hour earlier, at 05:00 UTC, so the last one had time to settle before the switch. When monthly billing starts, the credit ends:

• Credit you paid for and have not spent by then is refunded through Paddle, to the payment method you used, without your asking.

• The credit an account was given when it opened, and credit we have added, were not paid for, so they are not paid out.

• An account suspended for its balance when monthly billing starts stays suspended if it has no card, until it adds one or we release it, and its services then start again. One that has a card, or is billed by invoice, starts again when monthly billing starts.

• Hours run from then on are on the monthly statement: the first one, on 1 November 2026, covers the rest of October from the switch; after that, a whole month each, on the 1st.

If we suspend or close an account because it broke the terms of service, what it owes for hours already run is still due. A payment it made can still be refunded within 14 days, as any payment can.

If we stop offering Cloud, or close your account for any other reason that is ours rather than yours, we charge only for the hours your services ran until then.

Nothing in this policy takes away a right you have under the consumer law of the country you live in. Paddle's refund policy, external link explains how those rights apply to a payment made through it, and where the law gives you more than this page does, the law applies.

Email support@cahaves.com, external link from the address you sign in to Cloud with, so we can find the account. Tell us:

• the organization and the month, and the invoice number or the date of Paddle's receipt;

• for a charge you think is wrong, the service and the hours in question.

A person reads it and replies. You can also reach Paddle through the link in its receipt, which it handles under its own policy.