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Refund policy

You pay for what devices actually use. What you have not used, you can get back.

Effective 13 October 2026Part of the Terms of serviceRequests: support@clousd.com
14 daysUnused balance is refunded within 14 days of the top-up.
7 daysA monthly plan is refunded within 7 days if the device was barely used.
5 business daysWe review every request within five business days.

Clousd is prepaid: you top up a balance and devices draw from it while they run. There is no subscription to cancel. Stopping or deleting your devices stops all charges at once. Free trial minutes are free and are not part of any refund.

Unused balance

If you ask within 14 days of a top-up, we refund the part of that top-up that has not been spent, in full and without questions about why. Balance is spent oldest top-up first. After 14 days, unused balance stays on the account for future use; we may still refund it on request at our discretion, for example when you close the account.

Monthly plans

A device on the monthly plan is charged once per term. If you ask within 7 days of the first charge for that device and it ran for less than 24 hours in total, we return the full term to your balance or to your card. Renewals of a monthly plan are not refunded once charged; stop the device or switch it to per-minute billing before the renewal date to avoid the next charge.

What is not refunded

  • time a device has already run on the per-minute plan;
  • network traffic a device has already used;
  • device creation fees, once the device was created;
  • balance on accounts closed for breaking the Terms or the Acceptable Use Policy.

Outages

If a fault on our side keeps a device down or unusable, write to support within 14 days with the device name and the time it happened. We credit the affected time to your balance, whether or not the 14-day refund window has passed.

How to request a refund

Write to support@clousd.com from the email of your account, or open a ticket in Support in the dashboard. Include the date and amount of the top-up and, for a monthly plan, the device name. You do not need to give a reason for a refund of unused balance.

Review and timing

We review every request within five business days and reply by email. Approved refunds go back to the card or wallet you paid with, through our payment processor. Most banks show the refund within 5 to 10 business days; in rare cases it can take up to 30 days. Refunds are made in US dollars, the currency of the top-up; your bank’s exchange rate may differ from the day you paid.

When a refund can be refused

We may refuse or limit a refund when there is evidence that the account was used in breach of our Terms or Acceptable Use Policy, for fraud, or to abuse the refund process, for example by repeatedly topping up and asking for the money back, by using several accounts to claim free trials, or by paying with someone else’s card. Every case is reviewed individually.

Chargebacks

Please contact us before disputing a payment with your bank: a refund through us is faster. If a chargeback is opened, the account may be suspended until it is resolved, and devices paid for by the disputed payment may be stopped.

Who operates Clousd

Clousd is operated by CLOUSD.