Refund and cancellation policy
Version 2026-10-25 · Effective 25 October 2026 · What changed ·
This policy explains how you cancel what you buy from Drasken Cloud, when we give money back and how. It is part of your agreement with Drasken Labs Private Limited, which runs Drasken Cloud, alongside our terms of service. If this policy and the terms disagree, the terms win.
On this page
The short version
This summary helps you find your way. It is not part of the policy; the sections below are.
- You pay for apps, databases, volumes and jobs after each month, for what ran. Almost nothing is paid in advance, so there is usually nothing to refund.
- You can delete a resource at any time. Its charges stop when you delete it.
- Paid support plans are paid a month in advance. Cancel any time; the plan runs to the end of the month you paid for.
- If you cancel your first paid support plan within 48 hours and have not raised a request under it, we refund it in full.
- We refund charges we made in error, the ₹1 check on a new payment method, and overpayments when you ask or close your organisation.
- Refunds go back to the way you paid. We start them within 7 working days, with a credit note.
- Credit is not money and is never refunded.
- Your rights under the Consumer Protection Act, 2019 are not affected.
1. How billing works
In short
You pay after the month for what ran. Only paid support plans are paid in advance.
1.1 Billed after the month
Drasken Cloud charges each resource by the hour from the moment it is first ready to use, and never more than its monthly price in a calendar month. A resource that fails to be created is not charged. After each calendar month ends (in IST), we issue one GST invoice for that month's usage, and your payment method is charged on or after the due date shown on the invoice. Because you pay after you use the service, the only payments made in advance are paid support plans and any amount you pay above what you owe. Our billing documentation explains the details, and the terms set the rules.
2. Cancelling
In short
Delete resources whenever you like. Support plans end at the end of the month you paid for. You can close your organisation and your account at any time.
2.1 Resources
You can delete an app, job, database or volume at any time in the console. There is no cancellation fee.
- Charges stop when you delete it. You pay for the time it ran up to then. Time is counted by the hour, so part of an hour counts as an hour, and each resource is charged for at least one hour.
- Databases. A deleted database waits for a grace period of about 72 hours before it is removed, so you can change your mind. Its size is not charged from the moment you ask to delete it, and its storage is not charged during the grace period.
- Volumes and backups you keep. When you delete a resource, its volumes and backups are kept unless you tick the option to delete them too. What you keep is charged until you delete it.
- Stopping is not deleting. A stopped app or database is not charged for its size, but its storage still is.
Usage that ran before you deleted a resource appears on that month's invoice, or on a later one if it reaches us late.
2.2 Paid support plans
You can cancel or downgrade a paid support plan at any time under Support → Plans, without contacting us.
- The change takes effect at the end of the month you have paid for. You keep the plan until then, and it is not renewed.
- Until then, you can undo the change by selecting Keep next to your current plan.
- We do not refund the rest of a month you cancel or downgrade yourself, except as section 3 says.
- An upgrade applies at once, and you pay only the difference for the days left in the month.
If you delete your organisation, a paid support plan ends with it and the rest of the month is not refunded. If you are still within the 48 hours described in section 3, cancel the plan first and then delete the organisation.
2.3 Your organisation and your account
You can end the agreement for an organisation at any time: delete its resources and close it in the console, or ask us at support@draskencloud.com. Deleting an organisation does not delete resources that are still running, so delete them first or they keep being charged. You pay for everything used up to the time each resource is deleted. Section 8.4 of our terms sets out the rules, and section 8.7 explains what happens to your data.
You can also close your own account in the console. Closing your account does not close an organisation you belong to.
3. When we refund
In short
We refund what you paid for and did not get, what you paid by mistake and what we charged in error.
| Situation | What you get | How fast |
|---|---|---|
| You cancel your organisation's first paid support plan within 48 hours of buying it, and have not raised a support request under it | The plan ends at once and we refund it in full | Started within 7 working days of the cancel |
| We end or downgrade your support plan, or stop providing Drasken Cloud to you, for a reason other than your breach of the terms or non-payment | A refund of the unused days of the month you paid for | Started within 7 working days of the change |
| In a month, we did not give the first replies your support plan describes | A refund or credit for that month, as you choose | Started within 7 working days of agreeing it |
| We charged you in error, for example usage that did not happen or a wrong price | A credit note, and the difference refunded or taken off your next invoice, as you choose | Started within 7 working days of agreeing it |
| You paid more than you owed | Used on your next invoice, or refunded if you ask | Started within 7 working days of your request |
| Your organisation is closed while you have paid more than you owed | The extra refunded without you asking | Started within 7 working days of the closure |
| The ₹1 check when you add UPI Autopay or a card | ₹1 refunded | At once; your bank may take 5 to 7 working days to show it |
| An automatic debit took the full invoice although you deducted tax at source | The amount deducted, refunded | Once the tax appears against our PAN (terms 6.6) |
| The law gives you a right to a refund | What the law requires | Within the time the law sets, and otherwise as above |
A refund of the unused days is worked out in proportion to the days left in the month you paid for.
4. How refunds are paid
In short
Back to the way you paid, started within 7 working days, with a credit note.
4.1 To the way you paid
We send a refund back to the payment method you paid with: your card, UPI account or bank account. We use another way only if you agree to it in writing. If you paid by bank transfer, we refund by bank transfer to an account in the payer's name that you give us in writing.
4.2 When it starts
We start a refund within 7 working days (Monday to Friday) of agreeing it. Your bank or card issuer then takes its own time to show it, usually 5 to 7 working days. If a refund fails, we try again or contact you for another way to pay it.
4.3 Credit notes
When a refund corrects a charge on an invoice, such as a support plan or a charge made in error, we issue a GST credit note against that invoice first. You can see it, with its PDF, on the invoice under Billing → Invoices. A refund of an overpayment needs no credit note, because no invoice changes.
4.4 How much
A refund is never more than you paid. Refunds are in Indian rupees (₹), including the GST you paid on the amount refunded.
5. What we do not refund
In short
Usage you have already had, credit, and fees your bank charges.
- Usage already used. Resources are charged for the time they ran. We do not refund time a resource ran, including time it ran before you noticed you no longer needed it.
- Storage you kept. Volumes, backups and database storage you chose to keep are charged until you delete them.
- The rest of a support plan's month that you cancel or downgrade yourself, except as section 3 says.
- Credit. Credit we give you (for example sign-up, promotional or goodwill credit) is a discount on future invoices. It has no cash value and is never refunded, paid out or transferred. If we give you credit in place of a refund the law entitles you to, you may ask for the refund instead.
- Bank and card fees. We do not charge a fee for any payment method. Fees your own bank or card issuer charges, such as for a returned debit or a foreign-currency card, are between you and them.
We have no service level agreement, so an interruption does not by itself give a right to a refund or credit (terms 7.1). This does not take away any refund the law gives you.
6. Disputed charges and chargebacks
In short
Tell us first. We pause collection of the amount you dispute while we look into it.
6.1 If you think a charge is wrong
Write to billing@draskencloud.com, or open a support request under Billing and invoices, with the invoice number and what you think is wrong. Please do this within 30 days of the invoice, so we can check the usage while it is fresh. This does not take away your right to raise it later.
Pay the part you do not dispute by its due date. While we look into a dispute raised in good faith, we do not collect the disputed amount automatically, and we do not limit or suspend your organisation for it. If we agree we charged too much, you get a credit note and the difference is refunded or taken off your next invoice, as you choose.
6.2 Chargebacks
Please contact us before you ask your bank or card issuer to reverse a payment: we can usually put it right faster. If you raise a chargeback for an amount you owe, and do not withdraw it after we show you the charge is correct, we may treat the amount as unpaid under our terms. We do not do this while a dispute you raised with us in good faith is open.
7. Your rights as a consumer
In short
This policy adds to your legal rights; it does not take any away.
If you use Drasken Cloud as a consumer, you keep every right the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 give you. In particular:
- we do not charge a fee for cancelling anything;
- we do not refuse a refund for a service that was not provided, or not provided as described, where the law entitles you to one;
- you may complain to a Consumer Commission, as section 10.4 of our terms explains.
8. How to ask for a refund
In short
Write to billing@draskencloud.com or open a support request. We reply within 48 hours with a reference number.
8.1 Where to write
- Email billing@draskencloud.com, ideally from the email address of an owner or Billing member of the organisation, so we can act on it without first checking who you are.
- Or open a support request in the console under Support → New request, with the topic Billing and invoices, or write to support@draskencloud.com.
Include the organisation's name, the invoice or payment involved and what you are asking for. Do not send card numbers, passwords or other secrets.
8.2 What happens next
We acknowledge your request within 48 hours with a reference number, and resolve it within one month. If we agree a refund, we start it within 7 working days. If we decline, we tell you why.
8.3 If you are not satisfied
You can escalate a complaint to our Grievance Officer at grievance@draskencloud.com. Their name and full contact details are on our grievance page. Our postal address is Drasken Labs Private Limited, 416, Block C (Old No. C-196), Gali No. 7, Om Nagar, Badarpur, South Delhi, Delhi 110044, India.
What changed
| Version | Effective | What changed |
|---|---|---|
| 2026-10-25 | 25 October 2026 | First published version. |