Dear Customer,

Starting at 10:00 AM Beijing Time on Aug. 19, 2025, Alibaba Cloud will begin a phased gray-scale upgrade to the refund rules for public cloud resource packages. After the upgrade, when customers cancel resource packages, refund calculations will be based on the new rules.

Changes

• 1). If you used coupons to offset the cost when purchasing the resource package, coupons will be refunded proportionally based on the original payment structure upon cancellation.
• 2). For resource packages that can be canceled via Unsubscriptions, the following adjustments will apply:
  • If you selected a future activation date when purchasing the resource package, you may request a full refund before the activation date.
  • If the resource package was not used after purchase, a full refund is available within 30 days of purchase.
  • If the purchased resource package have been deducted, the refund amount will be calculated as: Refund Amount = Original Order Refundable Value - Consumed Amount
    • Capacity-based resource packages: Consumed Amount = Usage * Unit Price * Applicable Discount for the Usage Amount
    • Recurring-usage resource packages: Consumed Amount = Number of Used Cycles * Cycle Price * Applicable Discount for the Usage Duration (The number of used cycles includes the current cycle in which the cancellation is initiated. That is, the cancellation becomes effective from the next cycle.)
• 3). You can view the detailed refund calculation and breakdown of each payment component in the order details.

Description

The upgrade will affect the refund amount calculation when customers cancel resource packages.

Example Scenario

Customer A (an Internet company) purchases a Data Transfer Plan:

• Assumed product pricing: Validity period: 1 year, Base price: 1 USD/GB, 500 GB: 20% discount (80% of base price), 100 GB: 10% discount (90% of base price), Less than 100 GB: No discount
• Customer purchased: 500 GB, Used coupons: 100 USD, Actual cash paid: 300 USD(Calculation: 1 USD/GB * 500 GB * 0.8 discount - 100 USD coupon = 300 USD)
• Customer used 150 GB before initiating a refund.

Refund Calculation

• Refund Amount = Original Order Refundable Value - Consumed Amount = (500 USD * 0.8 discount) - (1 USD/GB * 150 GB * 0.9 discount) = 400 USD - 135 USD = 265 USD
  • Cash Refund = 265 * (300 / 400) = 198.75 USD
  • Coupon Refund = 265 * (100 / 400) = 66.25 USD

Explanation:

• The original refundable value of 400 USD includes 300 USD in cash and 100 USD in coupons, so the refund is returned in the same proportion.
• The 0.9 discount used in the consumed amount calculation reflects the discount applicable to the amount used. Since the customer used 150 GB, which does not meet the minimum threshold for the 80% discount (500 GB), but the 90% discount (applicable to 100 GB) is applied.

Additional Notes

• Refund orders processed before the gray-scale upgrade do not support coupon refunds or detailed refund calculation views.
• If you initiate a refund after 10:00 AM on August 19, 2025, and find that the refund amount does not match the above calculation logic; or if you used coupons when purchasing the resource package but the refund confirmation page still shows no coupons available for refund, it may be because your account has not yet been included in the gray-scale upgrade. If needed, you may contact customer service and request to be included in the gray-scale group.

Thank you for your continued trust and support of Alibaba Cloud!