Service delivery policy
Version 2026-10-25 · Effective 25 October 2026 · What changed ·
Drasken Cloud is an online service run by Drasken Labs Private Limited. This page explains what we deliver, how, where and when, and what to do if something you bought does not arrive. Our terms of service and refund and cancellation policy set the rules; this page describes how they work in practice.
On this page
The short version
This summary helps you find your way. It is not part of the agreement; our terms are.
- Drasken Cloud is delivered online, through the console. Nothing physical is shipped.
- What you create runs in our Mumbai region and is ready to use in the console as soon as it is set up.
- Charging starts only when a resource is first ready. If creating it fails, you pay nothing for it.
- Paid support plans start the moment you buy them.
- Invoices and notices are delivered by email and in the console.
- We sell Drasken Cloud to customers in India.
1. What we deliver
In short
An online service. There are no goods, discs or devices to ship.
Drasken Cloud is a platform for running software. When you buy from us, we deliver access to the service and the resources you create in it:
- apps run from container images, jobs and scheduled jobs;
- managed MySQL, PostgreSQL and Valkey databases;
- volumes, snapshots and backups;
- addresses for your apps, and HTTPS certificates for your own domains;
- logs, metrics, health and alerts;
- support, including paid support plans.
Drasken Uptime, which checks your sites from outside, is offered as a Preview. Our documentation describes each feature as it is at the time.
Nothing physical is shipped, and there are no delivery or shipping charges.
2. How and where
In short
Through the console, in the Mumbai region.
You use Drasken Cloud through the console, in your web browser. You create, change and delete resources there, and you see their status, usage and cost.
Your apps, jobs, databases and volumes run in one region, Mumbai, India. You do not need to choose it. Our regions documentation explains what that means.
Apps you choose to make public are reached on the internet at the address shown in the console: an address we give you, or your own domain once you have connected it.
3. When
In short
As soon as a resource is ready. You are charged only from then.
3.1 Resources
When you create an app, job, database or volume, the console shows its progress while we set it up. It is delivered the moment its status shows it is ready to use. Most resources are ready within a few minutes; the time depends on what you create, such as the size of your container image or database. We do not promise a delivery time.
- Charging starts when a resource is first ready to use, not when you click create.
- If creating a resource fails, you are not charged for it. The console tells you it failed, and you can try again or delete it.
- A job is charged only for the time each run takes.
3.2 Support plans
A paid support plan (Standard or Premium) starts as soon as you buy it under Support → Plans, and its first month is invoiced at once. The console shows You're on your new plan, and you can open requests under it straight away. The Basic plan is included with every organisation from the start.
3.3 Your account
Your account and organisation are ready as soon as you sign up. You can use the console straight away while you confirm your email address.
4. What you need
In short
An account, a confirmed email address and, for anything paid, a payment method.
To receive what you buy, you need:
- an account and an organisation, created on our sign-up page, with your name, an email address and a password;
- a confirmed email address: billing, payments and inviting people are available only once you confirm it;
- a payment method for anything paid: UPI Autopay, a card or a bank account, added under Billing → Payment methods. Free things need none;
- your billing details, such as your legal name, address in India and GSTIN if you have one, so that your invoices are correct;
- for your own domain, access to its DNS settings, to add the records the console shows.
What you run on Drasken Cloud must follow our acceptable-use policy.
5. Invoices and notices
In short
By email and in the console. Keep our sending addresses able to reach you.
- Invoices. After each calendar month, we issue one GST invoice for that month's usage. Paid support plans are invoiced when each month of the plan starts. Every invoice is emailed to your organisation's owners, Billing members and billing email, and kept under Billing → Invoices with a PDF to download. Credit notes are delivered the same way.
- Before each automatic debit, we email you the amount and date at least 24 hours in advance.
- Payments and refunds are shown under Billing → Payments & credit.
- Notices about your account, bills and resources are sent by email to the people our terms name, and may also be shown in the console.
Our emails come from these addresses:
| What | From |
|---|---|
| Account and security | no-reply@accounts.draskencloud.com |
| Invoices and payments | billing@billing.draskencloud.com |
| Alerts | alerts@alerts.draskencloud.com |
Keep these addresses able to reach you, and check your spam folder if something does not arrive. Every invoice and notice about billing is also in the console.
6. If delivery fails or is delayed
In short
Check the console, then contact support. You do not pay for what was never delivered.
If a resource does not become ready, or takes much longer than usual:
- Check its page in the console. It shows the status and, where we know it, the reason in plain words.
- Check the console for a maintenance notice, in case something affects everyone.
- If you cannot see why, open a support request from the resource's page, or write to support@draskencloud.com, with the resource's name and when you created it.
A resource that never becomes ready is not charged. If you were charged for something that was not delivered, or a support plan you bought did not start, tell us at billing@draskencloud.com and we put it right as our refund and cancellation policy explains.
If you do not receive an invoice or a notice by email, you can find it in the console. Tell us at support@draskencloud.com if emails stop arriving.
7. Where we sell
In short
In India.
We sell Drasken Cloud to customers in India today. Your billing address must be in India, and prices are in Indian rupees (₹), plus GST.
8. Contact us
In short
Write to us; each address reaches a person.
| For | Write to |
|---|---|
| Help with what you bought | support@draskencloud.com, or Support in the console |
| Invoices, payments and refunds | billing@draskencloud.com |
| Complaints | Our Grievance Officer at grievance@draskencloud.com, see Grievance officer |
| Post | Drasken Labs Private Limited, 416, Block C (Old No. C-196), Gali No. 7, Om Nagar, Badarpur, South Delhi, Delhi 110044, India |
We acknowledge a complaint within 48 hours with a reference number, and resolve it within one month.
Company: Drasken Labs Private Limited · CIN U62091DL2025PTC453940 · GSTIN 07AALCD9709K1Z3
What changed
| Version | Effective | What changed |
|---|---|---|
| 2026-10-25 | 25 October 2026 | First published version. |