This topic describes the refund policy, overdue payment policies, and billing inquiry procedures for ApsaraVideo Live.
Refund policy
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 refund policy conflicts with the event rules, the latter shall prevail. If a refund occurs, gifts such as cash coupons and extended service periods become null and void.
An SDK License cannot be refunded once activated.
If a resource plan is associated with a License, the resource plan cannot be refunded after the License is activated. The resource plan is then considered used.
For more detailed rules, see Rules for unsubscribing
Billing method | Refund policy | Refund method |
Pay-as-you-go | Pay-as-you-go billing generates bills based on actual usage in real time. Therefore, no refunds are involved. | N/A |
Resource plan | For resource plan cancellation, see cancellation rules. | After you understand the unsubscription rules, submit a request through the Expenses and Costs console. |
Queen SDK (yearly subscription) | You cannot unsubscribe. | N/A |
View Cancellation Details
Refund arrival date
You have successfully unsubscribed from the product. The refund is expected to be credited to your account within 2–3 business days. For more information, see Refund Flow.
Refund destinations
To check the destination of your refund, see View Refund Destination. For more information about refund destinations and arrival times, see Refund Flow.
The portion paid by coupons is non-refundable. Only amounts paid by cash or debit card are refunded.
Overdue payments
If an overdue payment occurs within 15 days, your ApsaraVideo Live service will not be suspended.
If an overdue payment exceeds 15 days, Alibaba Cloud suspends your ApsaraVideo Live service. Your data is not deleted. Pay all overdue bills to resume service.
If you use OSS services (such as live recording, snapshots, and other features), see Overdue payments for overdue payment rules.
You cannot purchase resource plans if overdue bills exist.
View overdue payments
Log on to the Expenses and Costs console.
On the Overview page, you can view the overdue payment amount.
Billing inquiries
View billing details
View billing details
You can view the billing details of cloud services on the Billing Details tab. Select a statistical dimension and a statistical period to view reports based on different dimensions. For more information, see Billing details.
View usage details
View resource usage details
You can export the raw usage data of cloud services on the View Usage Details tab. The raw usage data provided on the View Usage Details tab is different from the usage data provided on the Billing Details tab. The raw usage data is used only for reference but not for reconciliation. For more information, see Usage records.
Order details
View order details
An order is a purchase record on Alibaba Cloud, which contains the purchase and payment information. You can view the order details on the Orders page.