Refund policy

CloudStream is paid for in advance with credits. This policy explains when you can get your money back. It is part of our Terms of Use.

1. Unused credits: refundable for 30 days

You can ask for a refund of credits you bought and haven't used, within 30 days of the purchase. We refund the unused part of that purchase, in the currency you paid, to the payment method you used. No reason needed.

• Credits are used oldest purchase first, so the unused part of a purchase is what remains of your balance after everything you've spent since.
• The credits refunded are removed from your balance. If that leaves your machines without credit, they are stopped, as with any empty balance.

2. What isn't refunded

• Used credits: time your machines have already run, and storage they've already used, including while stopped.
• Free credits (welcome credits, promotions, goodwill credits): they have no cash value.
• Purchases older than 30 days, except where section 4 applies.

3. Your 14-day right of withdrawal (consumers)

If you are a consumer in the EU, you normally have 14 days to withdraw from a distance contract. When you top up or start a machine you ask us to start providing the service straight away, and you acknowledge that you lose that right for the part of the service already provided. You keep it for the rest: within 14 days of a purchase you get back everything you haven't used, as in section 1.

4. When something goes wrong on our side

If the service doesn't work as described because of a fault on our side (for example a machine that can't be started or reached for a long time), tell us. We will give back the credits used during the outage, or refund the affected purchase, whatever the age of the purchase. This doesn't limit any rights you have under consumer law.

5. How to ask

Email support@fxcomputers.net from the address of your account, saying which purchase you mean (the date and amount, or the reference shown under Credits). We reply within 5 working days. Once approved, the refund is sent straight away; how soon it reaches you depends on the payment provider and your bank, usually 5–10 working days.

6. Chargebacks and misuse

Please ask us before disputing a payment with your bank: we can usually sort it out faster. If a payment is reversed, the credits it bought are removed from your balance. Accounts suspended for a serious breach of the Terms of Use get back unused purchased credits, minus any costs the breach caused us, where the law allows.