Draft / last updated May 24, 2026

Refund and Cancellation Policy

This draft policy explains how ERA Cloud intends to handle cancellations, refunds, credits, disputes, and payment reviews for B2B compute and inference services. Final terms may vary by customer agreement and payment rail.

1. General Principle

Infrastructure and inference usage is often consumed immediately through third-party providers. Usage that has already been delivered, routed, provisioned, or billed by a provider is generally non-refundable unless ERA Cloud confirms a platform billing error, duplicate charge, or contractual exception.

2. Subscriptions

Customers may cancel subscription plans according to the plan terms or written agreement. Cancellation normally prevents renewal at the end of the current billing period. Partial-period subscription refunds are not automatic unless required by law or agreed in writing.

3. Usage-Based Charges

Usage charges, provider pass-through costs, routing markups, GPU runtime, inference requests, reserved capacity, storage, bandwidth, and support usage are generally non-refundable after consumption. Customers should configure spend limits, routing preferences, and provider controls before running production workloads.

4. Prepaid Credits

Unused prepaid credits may be refundable, transferable, or non-refundable depending on the signed agreement, payment rail, anti-fraud review, taxes, and provider commitments. Promotional credits are not redeemable for cash.

5. Billing Errors

If a customer believes an invoice is incorrect, they should contact support with tenant ID, invoice ID, workload IDs, provider records, and relevant timestamps. ERA Cloud may issue a correction, credit, refund, or updated invoice if a billing error is confirmed.

6. Chargebacks and Disputes

Customers should contact ERA Cloud before initiating a chargeback so usage records can be reviewed. ERA Cloud may suspend service during unresolved disputes, chargebacks, fraud review, or processor investigation.

7. Provider Outages

Third-party provider outages, provider price changes, capacity interruptions, quota limits, and customer credential failures do not automatically create a refund right. ERA Cloud may provide credits where required by a signed SLA or where it determines a platform-side issue caused measurable incorrect billing.

8. Contact

Billing support email, legal entity name, registered address, and tax information are pending final insertion for the Georgia LLC.