This topic describes the refund policy of ApsaraVideo Live resource plans, how the refunds are performed, and seven-day money-back guarantee.

Refund rules

  • Only the actual paid amount is refundable. Vouchers used during 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. In the event that a refund is issued, gifts and perks that were issued on purchase are reclaimed by Alibaba Cloud. Examples of such gifts and perks include vouchers and extensions to service periods.
  • An SDK license cannot be refunded after the license is activated.
  • The following items describe the refund policy for resource plans:
    • You can apply for a refund for resource plans that are not used within seven days after purchase.
    • If a resource plan is associated with a license, the resource plan cannot be refunded after the license is activated.

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.
    Note
    • However, 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 a 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.

Seven-day money-back guarantee

  • ApsaraVideo Live provides a seven-day money-back guarantee for live data transfer plans and transcoding plans.
  • You can apply for a refund for resource plans that are not used within seven days after purchase. To apply for a refund, contact your Alibaba Cloud business manager or consult about issues by other means.