Effective date：2023-05-31
Subject to compliance with the eSurfing Cloud unsubscription rules, users of eSurfing Cloud website can unsubscribe from resources according to his/her own needs. Currently, there are three categories of unsubscriptions: seven-day unconditional unsubscription, non-seven-day unconditional unsubscription, and unsubscriptions in other conditions.
You can enjoy seven-day unconditional unsubscription from newly purchased resource instances (excluding resources that have undergone renewals, configuration upgrades, capacity expansions, operating system changes, etc.) if all of the following conditions are met:
1. The unsubscription is initiated within seven days (168 hours) after the resource is activated.
2. The account initiating the unsubscription operation has not conducted seven-day unconditional unsubscription for more than three instances (each account is entitled to three instances of seven-day unconditional unsubscriptions but coupons are not refundable).
3. The aggregate total number of seven-day unconditional unsubscriptions initiated by the same user shall not be more than three times. The same user refers to: according to the associated information appeared in different eSurfing Cloud website accounts such as registration, login, and use, eSurfing Cloud determines that they are actually the same user according to the associated information. Examples of related information: same surname and name, same corporate name/tradename, same email address, certificate of the same person in charge, same mobile phone number, same device, same IP address, etc. (including cancelled accounts). User hereby agrees that eSurfing Cloud can use the above information for verifying if the user is the same user.
Unsubscribing a bundled resource (sold as a package) is considered as unsubscribing one resource instance and counted as one unsubscription.
Notwithstanding the above rules, users should not order and then unsubscribe from services frequently to maliciously occupy the resources of eSurfing Cloud or other users. If eSurfing Cloud suspects with reasonable evidence that a user is frequently subscribing and then unsubscribing from our services and maliciously occupy the resources of eSurfing Cloud or other users, eSurfing Cloud reserves the right to cancel the user's right of seven-day unconditional unsubscription. eSurfing Cloud may also, in accordance with eSurfing Cloud Website User Agreement and relevant rules of the website as well as terms of the relevant service agreements, take corresponding measures until the service is terminated. eSurfing Cloud will also claim against the user in respect of liability for breach of contract.
Unsubscriptions that do not meet the conditions for seven-day unconditional unsubscription fall under the non-seven-day unconditional unsubscription category. No limit is set on the number of non-seven-day unconditional unsubscriptions, but fees for usage and unsubscription handling charges will apply and vouchers and coupons will not be returned or refunded, except for those cases specified in the "unsubscriptions in other conditions" category.
Unsubscriptions in other conditions mainly refer to user unsubscriptions caused by reasons due to eSurfing Cloud such as resource creation failure or resources not having taken effect. No limit is set on the number of unsubscriptions in this category, and refunds are made unconditionally.
Note:
l The seven-day unconditional unsubscription only applies to newly purchased resources. If a newly purchased resource is renewed or changed within seven days (including but not limited to configuration upgrades, capacity expansions, and operating system changes), the unsubscription will be treated as a non-seven-day unconditional unsubscription. Usage fees and unsubscription handling charges will apply, vouchers and coupons will not be returned or refunded.
l For cloud products purchased through promotional activities, if there is a conflict between these unsubscription rules and those of the promotional activities, the promotional activity rules shall prevail. Cloud service resources labeled as "not eligible for unsubscription" in the activity do not support unsubscription.
l Before performing the unsubscription operation, please ensure that the data of the resource being cancelled has been backed up or migrated. Once the unsubscription is completed, the resource will be deleted and cannot be restored. Please operate with caution.
Table 1: Unsubscription Rules
Unsubscription scenarios | Number of times of unsubscription | Charge usage Amount | Return/Refund of Voucher | Return/refund of Coupon | |
Seven-day unconditional unsubscription | Three times for each account | No | No | Yes | No |
Non-seven-day unconditional unsubscription | Unlimited | Yes | Yes | No | No |
Unsubscription caused by eSurfing Cloud | Unlimited | No | No | Yes | No |
Note:
1. Vouchers refer to a type of voucher that uses the face value of the voucher instead of cash to pay for the fees of the orders.
2. Coupons refer to discount coupons and full discount coupons that can be used to purchase a certain cloud product at a discount or to offset part of the order fee after paying a certain cash amount.
3. If the user orders resources with vouchers or coupons and only unsubscribes some of the resources, the unsubscription initiation page will prompt that the used vouchers and coupons for the order will not be returned or refunded after the unsubscription is completed, and the user will confirm whether to continue to perform the unsubscription.
4. If there is a validity period for vouchers or coupons, the system will not return or refund the vouchers or coupons beyond the validity period.
Cloud services that support unsubscription in the resource dimension are calculated based on the number of unsubscribed resources. Examples are as follows:
Calculation rules for seven-day unsubscription times without reason
l Within seven days of newly purchased resource instances of cloud services, subject to meeting the conditions specified in these rules, seven-day unconditional unsubscription is supported. The actual amount paid will be refunded. Any used amount on the vouchers will be returned but coupons will not be refunded. Each account may enjoy up to three instances of the seven-day unconditional unsubscription.
l Cloud services that are explicitly marked as "do not support seven-day unconditional unsubscription" in promotional activities cannot apply for seven-day unconditional unsubscription.
l Rules for calculation of number of times of seven-day unconditional unsubscription:
¡ For cloud services that support unsubscription on a resource basis, the number of unsubscriptions is calculated based on the number of resources unsubscribed. Examples are as follows:
n User A purchases two cloud hosts in a single order and cancels both of them within the seven-day period. This is calculated as two instances of seven-day unconditional unsubscription.
n User B purchases two cloud hosts in a single order and cancels both of them within the seven-day period. Additionally, the user cancels a cloud disk mounted to one of the cloud servers. This is calculated as three instances of seven-day unconditional unsubscription.
¡ For cloud services that support unsubscription on a resource basis, each resource in the same order is counted separately. An example is as follows:
n User C purchases two cloud desktops in a single order and cancels both of them. This is calculated as two instances of seven-day unconditional unsubscription.
Rules of Non-Seven-Day Unconditional Unsubscription
The refund amount for prepaid services is calculated as follows:
Refund amount for balance payment = Actual amount paid - Amount consumed – Unsubscription handling fees – Usage of coupon, with no return or refund of vouchers or coupons.
Refund amount for credit limited = Credit limited payment – Amount consumed - Unsubscription handling fees + Cash payment – Usage of coupon
l "Actual amount paid" includes the payment amount made from the user's cash account, but does not include the amount deducted through vouchers.The amount consumed is calculated as follows:
Amount consumed = Daily price * Actual usage days
Where:
Daily price = total sales amount (that is the cash payment part)/Total subscription period (in days)
Total subscription period = Order end date - Order start date
Actual usage days = Unsubscription initiation date - Order start date + 1
l Unsubscription handling fees are charged according to the standards listed in Table 2.
Table 2 Unsubscription Handling Fees Standards
Actual Usage Duration ≤ 1 Year | 1 Year < Actual Usage Duration ≤ 2 Years | 2 years < Actual Usage Duration ≤ 3 Years | Actual Usage Duration >3 Years | |
Prepaid products for more than 3 years | Actual amount paid x 20% | Actual amount paid × 15% | Actual amount paid × 10% | Actual amount paid × 10% |
3-year prepaid products | Actual amount paid × 15% | Actual amount paid ×10% | Actual amount paid × 5% | - |
2-year prepaid products | Actual amount paid × 10% | Actual amount paid × 5% | - | - |
1 year prepaid products | Actual amount paid × 5% | - | - | - |
Monthly prepaid products | Actual amount paid × 5% | - |
Note: 12 months = 1 year. If the product is ordered for 12 months, or the month corresponds to the year, the corresponding year standard shall be followed. eSurfing Cloud website will adjust the consumption duration and deduction ratio according to actual circumstances.
l If the user order is renewed or upgraded during the entire lifecycle of the user order, and then request for unsubscription, the system will record the total fees of resource subscription plus renewal or upgrade, and then deduct the actual resource usage fees for each stage so as to come up with the fees to be refunded.
Unsubscriptions in Other Conditions
Unsubscriptions in other conditions mainly include unsubscriptions due to eSurfing Cloud, including resource creation failure or resources not taking effect, etc. No limit is set on the number of unsubscriptions in this category, and refunds are made unconditionally.
Flow of Refund Amount
After the unsubscription is completed, the refund amount will be processed according to the payment method of the customer order:
1. Seven-day unconditional unsubscriptions:
a) If the customer pays by way of eSurfing Cloudaccount balance, bank card, or through a third-party payment channel, the refund will be returned to the customer's BCP account, and the customer needs to use the withdrawal function to return the funds from the BCP account to Customer eSurfing Cloud account, bank card, or third-party payment channel.
b) If the customer pays in full or in part by way of vouchers, the vouchers will be refunded to Customer eSurfing Cloud account, and the remaining amount will be handled in accordance with the immediately preceding paragraph (a).
2. Non-seven-day unconditional unsubscriptions:
a) If the customer pays by way of eSurfing Cloud account balance, bank card, or through a third-party payment channel, the refund will be returned to the customer's BCP account, and the customer needs to use the withdrawal function to return the funds from the BCP account to Customer eSurfing Cloud account, bank card, or third-party payment channel.
b) If the customer pays in full or in part by way of vouchers, the vouchers will not be returned or refunded, and the remaining amount will be handled in accordance with the immediately preceding paragraph (a).