Legal
Refund & Cancellation Policy
1. Scope
This Refund & Cancellation Policy ("Policy") applies to all infrastructure services provided by Cloudsol OÜ (registration number 14229249) under monthly recurring Service Agreements. All services are billed in Euros (EUR) on a monthly basis. This Policy applies to month-to-month service arrangements unless otherwise specified in the applicable Service Agreement.
Where an individual Service Agreement specifies cancellation or refund terms that differ from this Policy, the terms of the Service Agreement prevail for the specific matter in conflict. This Policy supplements, and does not replace, the Cloudsol OÜ Terms of Service.
2. Cancellation by Client
The Client may cancel any service by providing a minimum of 30 days' written notice to Cloudsol OÜ. Cancellation notices must be submitted by email to:
A valid cancellation notice must include:
- The Client's full legal name and account reference
- The specific service(s) to be cancelled
- The requested termination date (minimum 30 days from the date of notice)
Cloudsol OÜ will confirm receipt of a valid cancellation notice within 3 business days. The service will remain operational and billable through the end of the notice period.
3. Cancellation by Cloudsol OÜ
Cloudsol OÜ may cancel services for the following reasons:
- Non-payment: Following written notice and a minimum 14-day cure period after the payment due date, as described in the Terms of Service.
- AUP violation: As described in the Acceptable Use Policy, with or without notice depending on the severity of the violation.
- Operational or legal reasons: Where Cloudsol OÜ ceases to offer a particular service category, with a minimum of 60 days' written notice to the Client.
Where Cloudsol OÜ cancels services due to its own operational decisions (not due to Client breach), a pro-rated refund of any prepaid but unused service fees will be issued.
4. Refund Eligibility
Refund eligibility is determined as follows:
- First billing month: No refund is available after service delivery has commenced. The first month is considered consumed once infrastructure has been provisioned and handed over to the Client.
- Subsequent months — Client-initiated cancellation: Where the Client provides valid 30-day cancellation notice mid-billing-cycle, a pro-rated refund of fees paid for unused days in the final partial month may be issued, calculated from the confirmed termination date.
- Subsequent months — Cloudsol-initiated cancellation (non-breach): A pro-rated refund of prepaid but unused fees is issued for the period from the termination date to the end of the prepaid period.
- Termination for Client breach: No refund is issued where services are terminated due to AUP violation, non-payment, or other Client breach of the Terms of Service or Service Agreement.
5. Billing Cycle Handling on Cancellation
Where a valid cancellation notice is received mid-billing-cycle:
- The service continues to operate and be billed through the end of the 30-day notice period.
- If the termination date falls within a billing cycle that has already been invoiced and paid, a pro-rated refund for the remaining unused days will be calculated and issued in accordance with Section 6.
- If the termination date falls within a future billing cycle that has not yet been invoiced, no invoice will be raised for the period after the termination date.
No service credits or refunds are issued for downtime during the notice period caused by Client action or force majeure events.
6. Refund Process
To request a refund where one is eligible under this Policy, the Client must submit a written refund request to:
The refund request must include:
- Client's full legal name and account reference
- Invoice number(s) for the payment(s) in question
- The refund amount requested and the basis for the calculation
Cloudsol OÜ will process eligible refunds within 10 business days of receiving a valid refund request. Refunds are issued to the original payment method used, unless otherwise agreed in writing.
7. Pre-Dispute Communication
Before initiating any payment dispute, chargeback, or complaint with a payment service provider or financial institution, the Client must first contact Cloudsol OÜ directly at billing@cloudsol.ee to allow resolution through direct communication.
Cloudsol OÜ is committed to resolving billing disputes promptly and in good faith. A response to billing dispute communications will be provided within 5 business days. Initiating a chargeback without prior direct communication may be treated as a breach of the Service Agreement.
8. Non-Refundable Items
The following are not eligible for refund under any circumstances:
- Infrastructure setup and engineering work: Costs associated with technical assessment, architecture design, and initial deployment, whether billed separately or included in service fees, are non-refundable once work has commenced.
- Third-party costs: Any costs incurred by Cloudsol OÜ on the Client's behalf — including hardware procurement, IP address allocations, or third-party licensing — are non-refundable.
- Services consumed during the notice period: Fees for the 30-day notice period are payable in full and are not refundable.
- Fees related to contract violations: Fees, costs, or charges arising from investigation or remediation of Client AUP violations or breaches of the Terms of Service.
- First month fees after service commencement: As specified in Section 4.