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Refund Policy

Kebijakan Pengembalian Dana

Effective from · 2026-08-24 PT. Indonesia SCM Industrial

This document is a draft and must be reviewed by legal counsel before publication.

1. Overview

This policy explains when PT. Indonesia SCM Industrial, trading as IID Cloud, refunds fees paid for GPU node rental, and how to ask for one. It forms part of our Terms of Service; the defined terms used here — Order, Node, Term, business day — have the meanings given there.

If your Order or a signed framework agreement says something different about refunds, that document prevails over this page.

Nothing in this policy limits a right you have under Indonesian law that cannot be excluded by agreement.

2. How billing works, and why it matters here

Understanding the billing model explains most of what follows.

  • Capacity is reserved for you from the moment a Node is provisioned until it is released or the Term expires. It is not available to anyone else during that time.
  • Fees are metered per Node, per hour, with a minimum increment of one hour. A Node that is powered off but still allocated to you continues to be charged, because the capacity is still held for you.
  • Term discounts (2% to 20%) are granted in exchange for a commitment to a length of Term, not as a general price reduction.

Because the underlying resource is physical and exclusive, compute that has been reserved and made available to you is not refundable simply because it was not used. This is the normal position across GPU cloud providers, and it is why we ask you to size an Order carefully before confirming it.

3. What we refund

3.1 Billing errors

If we invoice you incorrectly — a duplicate charge, a wrong rate, a metering fault, a Node billed after it was released, or a discount we agreed but did not apply — we refund the difference in full, or issue a credit note against the next invoice if you prefer.

Please raise a suspected billing error within 30 days of the invoice date so that we can reconcile it against the metering records. We will still investigate an error reported later, but records become harder to verify with time.

3.2 Cancellation before provisioning

If you cancel a confirmed Order in writing before the Nodes are provisioned, any amount you have prepaid for it is refunded in full. There is no cancellation fee.

3.3 We fail to provision

If we do not provision the Nodes within the period stated in the Order, and we do not remedy that within 5 business days of you telling us, you may cancel the affected Order and receive a full refund of what you prepaid for it.

3.4 We terminate, or force majeure ends the Order

If we terminate an Order for our own convenience, if we materially fail to provide the Service and do not remedy it, or if a force majeure event ends the Order under section 30 of the Terms, we refund prepaid fees for the unused part of the Term. No early-termination adjustment applies in these cases.

3.5 Unused prepayment

Where you have prepaid an amount that is not tied to a committed Term — a deposit or an on-account balance — you may ask for the unused portion back at any time. We deduct usage already incurred, and any amount still due on an issued invoice, and refund the remainder.

Where the prepayment is tied to a committed Term, section 5 applies instead.

3.6 Duplicate or misdirected payment

If you pay the same invoice twice, or transfer funds to us in error, tell us and we will return the amount in full. We may ask for the bank reference to trace it.

4. What we do not refund

Except where section 3 applies, the following are not refundable:

  • Compute already reserved or consumed — GPU hours for a Node that was provisioned and available to you, whether or not you ran a workload on it;
  • Committed Term fees where you choose to stop early — see section 5;
  • Storage, egress bandwidth and other metered items already delivered;
  • One-off setup, migration, onboarding or professional services that have been performed;
  • Third-party license fees we have paid on your behalf for a licensed image or software component, once that license has been issued;
  • Promotional, trial or goodwill credits, if any are ever granted — these have no cash value and are not exchangeable;
  • fees for a period during which the Service was suspended because of your breach or non-payment, under sections 12 and 29 of the Terms;
  • losses that are not fees paid to us — for example the cost of a re-run, staff time, or a missed deadline. Those are addressed, if at all, by section 27 of the Terms.

A workload that fails for reasons inside your own environment — a bad configuration, an out-of-memory error, a driver mismatch, a bug in your code — is not a basis for a refund. Our support team will help you diagnose it, and we would rather help you get it right than have you burn hours.

5. Ending a discounted Term early

You may release Nodes before the end of a committed Term. When you do:

  • prepaid fees for the committed Term are not refunded, and invoiced fees remain payable;
  • because the discount was granted for the commitment, the difference between the discounted rate and the rate that would have applied to the Term you actually used becomes payable. This is a price adjustment, not a penalty.

A worked example. You commit to 6 months and receive a 10% discount. You stop after 2 months — a duration that would have qualified for the 2% tier. The adjustment is the 8-percentage-point difference applied to the hours you actually used, invoiced with your final invoice.

If you need to change the shape of an Order rather than end it — a different model, a different region, more or fewer Nodes — talk to us first. We would usually rather restructure an Order than see it terminated, and a restructure avoids the adjustment entirely.

6. Service credits for unavailability

Compensation for downtime, where it applies, takes the form of a service credit against a future invoice rather than a cash refund.

Service credits arise only where an availability commitment is expressly stated in your Order or in a signed service level agreement. In the absence of such a document, no availability figure is promised and no service credit arises — this is stated in section 18 of the Terms, and we would rather say so plainly here than have you discover it during an outage.

If you are negotiating an Order and need an availability commitment, raise it before the Order is confirmed and we will discuss what we can support for the configuration and region you need.

7. How to request a refund

Email kei_hu@iidevcloud.com with the subject line “Refund request”. Please include:

  • your company name as it appears on the Order;
  • the Order reference and the invoice number or numbers concerned;
  • the amount you are asking us to refund, and the currency;
  • which part of section 3 you believe applies, and why;
  • the date and reference of the original payment;
  • a contact who can answer questions about it.

A request must come from an authorized contact on the Order. We cannot act on a refund request from someone we cannot verify against the account.

8. How we handle your request

StepTarget
We acknowledge your requestWithin 3 business days
We ask for anything missingWith the acknowledgment, where possible
We reconcile against metering, invoices and payment records—
We give you a decision in writing, with the reasoningWithin 10 business days of a complete request
Where approved, we initiate the paymentWithin 5 business days of the decision

If a request is complex — for example a metering dispute spanning several months — we will tell you, explain what we are checking, and give you a revised date. We would rather take an extra week and get the number right.

9. How refunds are paid

  • Refunds are made by bank transfer to the account from which the original payment came. We do not refund to a third-party account, and we do not pay refunds in cash or in cryptocurrency.
  • If the originating account has been closed, we will ask for written confirmation of the replacement account on your company letterhead, signed by an authorized signatory.
  • With your agreement we can instead apply the amount as a credit against your next invoice, which is usually faster.
  • We may set off an approved refund against any amount you already owe us on an issued invoice.

10. Processing times

After we initiate a refund, the time to reach your account depends on the banking route:

RouteTypical time to arrive
Domestic transfer within Indonesia1 to 3 business days
International wire transfer5 to 10 business days
Credit applied to your next invoiceImmediate, on the next invoice issued

These are the times we observe in practice, not a guarantee — correspondent banks and compliance checks are outside our control. If a refund has not arrived within the stated window, tell us and we will trace it with our bank.

11. Currency, bank charges and exchange rates

  • We refund in the currency in which you paid. We do not convert a refund into another currency at your request.
  • Where a payment was converted by your own bank, the amount that arrives may differ from the amount you originally sent because the exchange rate has moved. We refund the invoiced amount, not an exchange-rate difference.
  • Bank charges levied by our bank on an outgoing refund are borne by us. Charges levied by an intermediary or by your own bank are borne by you, as they were on the original payment.

12. Tax and credit notes

Where an invoice included Value Added Tax (Pajak Pertambahan Nilai), a refund or credit is accompanied by a tax credit note adjusting the tax charged, issued in accordance with Indonesian tax rules. You may need that document for your own filings, so keep it with the original invoice.

Where tax was withheld from the original payment, any adjustment is handled in line with the withholding arrangements recorded at the time — tell us if you need us to reissue documentation.

13. Chargebacks

If you believe a charge is wrong, please raise it with us first. A chargeback or payment reversal initiated without contacting us costs both sides time and may lead to suspension of the Service under section 12 of the Terms while the matter is resolved.

We will always look at a disputed charge on its merits. In our experience, almost every billing dispute is settled faster by email than through a bank.

14. Escalation and disputes

If you disagree with a refund decision, reply to the decision email and ask for it to be escalated, setting out what you think we got wrong. A second reviewer who was not involved in the first decision will look at it.

If we still cannot agree, the dispute resolution provisions in section 35 of the Terms of Service apply: the parties will first attempt an amicable settlement within 30 days, and failing that the matter goes to the District Court of South Jakarta.

15. Changes to this policy, and contact

We may update this policy. The effective date at the top of this page always reflects the current version, and the version in force when your Order was confirmed is the one that applies to that Order.

Questions about a specific invoice, or about this policy: kei_hu@iidevcloud.com

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