Refund policy

This policy is part of the Terms of Service. It applies to all purchases made through the Joy console, the API or an order form. Where local consumer law gives you rights that cannot be excluded, those rights apply in addition.

1. Wallet top-ups

Unused wallet top-ups are refundable within 7 days of the top-up, to the original payment method, on request by ticket. "Unused" means no part of that top-up has been spent on hourly metering or invoice payment. After 7 days, or once any part has been spent, wallet balance is not refundable but never expires and can be spent on any Joy service. Balance that originated from gift cards, promotional credit or service credits is never refundable in cash.

2. Provisioned services

Servers, licences, add-ons, network services and CDN usage that have been provisioned are not refundable, whether or not you used them, except in the cases below. This is because capacity, IP addresses and licences are reserved for you the moment the service is created.

3. When we do refund a provisioned service

• We failed to deliver — the service could not be provisioned or was unusable because of a fault on our side that we could not fix within 24 hours of your report. You receive a full refund for that service.
• Sustained unavailability — where availability in a month falls below 99% and a service credit under the SLA does not fairly compensate you, we may, at our discretion, refund the affected month.
• Duplicate charge — if you were charged twice for one order, the duplicate is refunded automatically once identified, or on request.
• Price change — if we raise the price of a service and you cancel before the new price takes effect, any prepaid period at the new price is refunded.
• Statutory rights — where you are a consumer with a legal right to withdraw, we honour it; note that by requesting immediate provisioning you agree that the service starts before any withdrawal period ends and that you pay for the period used.

4. Refund or credit?

Refunds go to the original payment method where the provider supports it (Razorpay, PayPal and card payments do; crypto payments are refunded as wallet credit at the USD value paid). Where a refund is not possible or the amount is small, we credit the wallet in USD. You can always ask for wallet credit instead of a refund; it is applied immediately.

5. Timing

We decide refund requests within 3 business days and issue approved refunds immediately. Payment providers then take 5–10 business days to show the money on your statement; UPI refunds are usually faster. Currency conversion differences between purchase and refund are borne by the customer for discretionary refunds and by Joy where we failed to deliver.

6. Not refundable

• Services suspended or terminated for violation of the Acceptable Use Policy or non-payment.
• Unused time on a term you cancel early (except as in section 3).
• Bandwidth overage, CDN egress and other usage already consumed.
• Domain names, third-party licences and marketplace purchases.
• Setup fees and custom-build hardware once work has started.

7. Chargebacks

Please talk to us before opening a chargeback — most issues are resolved within a day by ticket. A chargeback suspends the related services until resolved and, if found to be without merit, may lead to account closure and recovery of costs.

8. How to request a refund

Open a ticket to Billing with the invoice number or top-up reference, the amount, and the reason. Include the server hostname where relevant. You will receive a decision within 3 business days.