Returns & Refunds

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1. Digital subscriptions

In line with EU consumer law, you have a 14-day cooling-off period from the start of a new subscription during which you may cancel for a full refund, provided the service has not been substantially used. To exercise this right, contact us within 14 days of your first payment. Refunds are issued to the original payment method.

2. Hardware returns

Hardware appliances may be returned within 30 days of delivery. Returned items must be in their original condition and packaging, complete with all accessories. Return shipping is paid by the customer unless the item is faulty or was shipped in error, in which case we cover return shipping. Approved refunds are processed within 14 days of our receiving and inspecting the returned hardware.

3. How to initiate a return

To start a return or request a refund, email returns@lightup.cloud with your order number and reason for return. We will respond with return instructions and, where applicable, a prepaid shipping label.

4. Exceptions

The following are non-refundable: custom-configured or made-to-order hardware; consumed managed-storage usage already billed for the current period; and software licenses after the 14-day cooling-off period once the license key has been activated.

5. Payment Gateway Commission

Payment processing is handled by WayForPay. A payment gateway commission is charged on every transaction and is non-refundable. This means that in the event of a refund, the original gateway commission will be deducted from the refunded amount.

6. Currency Conversion

All payments are processed in Ukrainian hryvnia (UAH). If you paid with a foreign-currency card (e.g. USD, EUR), your bank or card network converted the charge to UAH at the exchange rate applicable at the time of payment. Refunds are issued in UAH at the same rate that was applied at the time of the original transaction. LightUpon.Cloud is not responsible for any exchange rate differences between the time of payment and the time of refund.

7. SaaS Subscriptions

Subscription fees are charged on a recurring basis. You may cancel at any time; cancellation takes effect at the end of the current billing period. Fees already charged for the current period are non-refundable except where required by applicable law.

8. One-Off Server Purchases

Server purchases are non-refundable once provisioning has begun. If provisioning has not started, you may request a cancellation within 24 hours of purchase; the refund will be issued minus the non-refundable gateway commission.