Refunds, overdue payments, and billing inquiries - ApsaraVideo Live

This topic describes the refund policy, overdue payment handling, and billing inquiry methods for ApsaraVideo Live.

Refund policy

Refund rules

Note

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. In case of a refund, gifts such as vouchers 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.
For more information, see Rules for unsubscribing from resources.

Billing method	Description	Refund method
Pay-as-you-go	You are billed based on the actual resource usage. No refunds are involved.	N/A
Resource plan	ApsaraVideo Live resource plans, including live data transfer plans and live transcoding plans, can be refunded within five days of purchase, provided that they are not used. The five-day period includes the trial duration. In other cases, refunds are not allowed. For example, the remaining quota of a used or expired resource plan cannot be refunded.	Log on to the Expenses and Costs console console. In the left-side navigation pane, choose Unsubscriptions. On the Unsubscribe from In-use Resources tab, click Resource Plans, then select 5-day Money-back Guarantee. You can filter orders by product name and order time to find the corresponding resource plan for a refund.
Queen SDK (yearly subscription)	Non-refundable	N/A

View refund details

Refund arrival date

After unsubscription, the refund will be issued within 2 to 3 working days. For more information, see Check the unsubscription details.

Refund destinations

To check where your refund goes and when it is issued, see Refund destinations.

Overdue payments

If you complete your overdue payment within 15 days, you can use ApsaraVideo Live as expected. Otherwise, your service is suspended. You must pay the overdue bills before you can continue to use ApsaraVideo Live.
If you use OSS services (for live recording, snapshots, and other features), see Overdue payments for rules of OSS.
You cannot purchase resource plans when there are overdue bills.

View overdue payments

Log on to the Expenses and Costs console.
On the Account Overview page, view the overdue payment amount.

Billing inquiries

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 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.

View orders

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.