Refund & Cancellation Policy

This policy applies to orders for ExtraLink Services, including EA (Edge Acceleration), Cloud Servers, cross-region private network acceleration (GlobalLink), AI model API aggregation and relay (anyflows), and AI agent services (Weiyang). Specific order agreements or quotations may contain different terms; where they do, those terms control.

2.1 Standard subscription plans: For most pay-as-you-go or monthly/annual subscription services, a first-time customer may request a refund of the initial order amount within [7] days of activation, provided total usage has not exceeded the allowance stated on the order page (e.g., [USD 20] of service usage or [10]% of the order value) and the service has not been used in violation of the Acceptable Use Policy (AUP). Refund requests after the window or once usage exceeds the allowance will generally not be granted.

2.2 Usage-based and AI services: Fees for consumed resources, API calls, tokens, or other metered usage are non-refundable once consumed. Any pre-paid credit that has not been consumed may be refunded at our discretion, less payment processing fees.

2.3 Customized and quotation-based services (for example dedicated interconnect or custom deployments): These are provisioned specifically for you and are non-refundable once we begin provisioning or once delivered, except as otherwise stated in the quotation or order agreement, or as required by law.

Refunds will not be provided where: (a) the AUP or Terms of Service has been violated and the account was suspended or terminated for that reason; (b) the refund window has passed and usage exceeded the allowance; (c) the account has a history of repeated chargebacks or abuse; or (d) prohibited by applicable law or the applicable payment provider.

4.1 Refunds are issued to the original payment method. Where that is not possible, we may issue a credit to your account or arrange an alternative method.

4.2 Approved refunds are processed within [5–10] business days; final availability depends on your bank or payment provider.

4.3 All amounts are refunded in the currency of the original payment, unless otherwise required.

5.1 You may cancel subscription Services at any time through the account console or by contacting support. Unless an earlier effective date is agreed, cancellation takes effect at the end of the current billing period, and the Service remains available until then.

5.2 Upon cancellation or termination, service data and content will be deleted or anonymized after a retention period of [7] days, unless deletion must be delayed for legal, security, or billing reasons. Download your data before cancellation if you need to keep it.

If ExtraLink suspends or terminates your account for violation of the AUP or the Terms, no refund will be provided for the unused portion of the billing period, and prepaid fees may be forfeited to the extent permitted by law.

If you dispute a charge through your bank or payment provider rather than contacting us first, we may suspend Services while the dispute is investigated. Please contact us before filing a chargeback so we can resolve the issue directly.

Refund and cancellation requests may be sent to [billing@].