1. General Policy
Perpetual Compute provides a business-to-business (B2B) stability-as-a-service platform. Our billing is usage-based: you pay for compute hours and stability services as consumed. This Refund Policy explains our practices regarding refunds and credits.
Consumed services are generally non-refundable. Because our Service is consumed in real time (e.g., compute hours, stability fee hours), once usage has occurred, we cannot "un-use" those resources. Refunds for consumed services are not provided except in the limited circumstances described below.
2. When Refunds or Credits May Apply
Service Failures
If we experience a material service failure that directly impacts your workload (e.g., a migration failure attributable to our platform, not AWS or your configuration), you may request a credit. Credits are granted at our sole discretion based on the nature and duration of the impact. We will evaluate each request in good faith.
Billing Errors
If we have charged you in error (e.g., duplicate charges, incorrect pricing applied), we will issue a refund or credit for the erroneous amount once the error is verified.
Prepaid Credits or Subscriptions
If you have prepaid for credits or a subscription and we terminate the Service without cause, we may provide a prorated refund for unused prepaid amounts. This does not apply if termination is due to your breach of our Terms of Service or Acceptable Use Policy.
3. What We Do Not Refund
- Consumed usage: Compute hours, stability fees, or other metered usage that has already been consumed;
- AWS or third-party issues: Downtime, migration failures, or interruptions caused by AWS Spot availability, AWS outages, network issues, or other third-party factors outside our control;
- Customer configuration: Issues resulting from your workload configuration, Docker images, or deployment settings;
- Change of mind: If you decide the Service is not a fit for your needs after using it;
- Account termination: No refund for unused time if you choose to terminate your account, unless you have prepaid and we agree otherwise in writing.
4. How to Request a Refund or Credit
To request a refund or credit, send an email to billing@perpetualcompute.com with:
- Your account email or customer ID;
- Date(s) and description of the issue;
- Support ticket or reference number, if applicable;
- Requested refund or credit amount and basis for the request.
We will respond within ten (10) business days. Approved refunds will be processed to the original payment method. Credits will be applied to your account for future use.
5. AWS Marketplace
If you subscribe through the AWS Marketplace, refund and billing processes may be governed by AWS Marketplace terms in addition to this policy. Contact us or AWS Support as appropriate for Marketplace-specific inquiries.
6. Changes
We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last updated" date. Material changes may be communicated via email or in-app notice.
7. Contact
For refund or billing questions, contact us at billing@perpetualcompute.com.