Terms & Conditions
Standard Refund Terms
Products purchased from Cloudytel.com refunded only if cancelled within the following timeframe:
- Annual Plans - Within 30 days of the date of the transaction
- Monthly Plans* - Within 48 hours of the date of the transaction.
*Monthly Plans include all plans with less than a 1-year term (i.e., 6 months., 9 months., etc.)
“Date of the transaction,” for the purpose of this Refund Policy, means the date of purchase of any product or service, which includes the date any renewal is processed by Cloudytel.com in accordance with the terms and conditions of the applicable product or service agreement.
You may cancel a product at any time, but a refund will only be issued if cancellation is requested within the refund timeframe specified for the applicable product, if available at all.
In case, the User decides to discontinue the usage of services from us, the following conditions will apply:
You may terminate a Subscription at any time during its Term; however, you must pay all amounts due and owing before the termination is effective.
- One-Month Subscription: A Subscription having a one-month Term may be terminated anytime without any cancellation fee.
- Subscriptions of more than one-month If you terminate a Subscription to cloudytel Services within 30 days of the date on which the Subscription became effective or was renewed, no refunds will be provided and you must pay for the initial 30 days of the Subscription, but no payments will be due for the remaining portion of the terminated Subscription. If you terminate a Subscription to Cloudytel Services at any other time during the term, you must pay for the remaining of the Term, and no refunds will be provided.
- For all other Online Services If you terminate a Subscription before the end of the Term, you must pay a fee equal to one-month’s Subscription fee and you will receive a refund of any portion of the Subscription fee you have paid for the remaining of the Term; provided, however, no refunds will be provided for partially unused months.
- No refund claims will be entertained once service acceptance is received from the user. Also, We will not be liable to refund the User in cases of force majeure or outages where We do not have a control over the resolution time, for eg. Outages at the end of our Telecom Partners, Cloud Partners, Internet Services Providers or Internet Hackers.
Committed Service Level
We guarantee 99% uptime for Our services. We measure uptime by the following mechanism:
We guarantee less than 20 failures in a month for 99% uptime. This will exclude scheduled downtime for maintenance and upgrades. The scheduled downtime will be not be more than 2 times in 2 weeks with a maximum duration of 2 hours per downtime. Scheduled downtime will be planned during the non-working hours. The User will be informed of the downtime in advance.
In case of breach of the guaranteed uptime, the penalties and its associated refund amount shall be governed by the following conditions:
- For 0-20 incidents/ month – Zero Penalty.
- 21-40 incidents / month – 5% of the monthly rental will be refunded.
- 41-100 incidents / month – 10% of the monthly rental will be refunded<./li>
- 100 incidents / month – 25% of the monthly rental will be refunded.
We may see downtime in cases of force majeure or outages where We do not have a control over the resolution time, for eg. Outages at the end of our Telecom Partners, Cloud Partners, Internet Services Providers or Internet Hackers. Also, in the event where User has failed to recharge their account or on non- payment, We shall be entitled to discontinue the services and will not be held liable for any losses suffered by the User during this period due to suspension/discontinuation of services.
We will however, upon request, endeavor to provide a workaround for users such that the impact can be minimized. We further endeavor to reduce such downtimes by continuous up gradation of technology and automation of processes and continuous evaluation with its partners.
Unavailability of Desired or Committed Cloud Phone
We will try to amicably resolve such issue by proposing best alternatives as a replacement to the desired number. No refund will be entertained if We do not find genuine interest on part of the User to resolve the issue.