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This Refund Policy ("Policy") explains when money you pay SinarCloud comes back to you, and when it does not. It forms part of the Terms of Service between you and SinarCloud ("we"). Words defined in the Terms of Service, such as Balance, Organization, Owner and Promotional Credit, have the same meaning here. If this Policy and the Terms of Service differ, the Terms of Service prevail.

This Policy is published in Indonesian and English. If the two versions differ, the Indonesian version prevails.

Key points

• Money you pay is never forfeited. It stays in your Balance until you spend it, and what you have not spent is refunded to your bank account when you close your Organization (section 7).
• Top-ups are not refunded one by one, including after a change of mind. They stay in your Balance for future use (section 2.2).
• Failed server orders and failed AI requests cost nothing. The amount returns to your Balance automatically (section 3).
• Unused server time is not refunded. Deleting a server before its Billing Period ends does not refund the rest of the period (section 4).
• A Service that could not be used is compensated with a credit to your Balance. Ask within 30 days (section 5).
• Promotional Credit and Token Credits are never refunded (section 4).

1. Your Balance

1.1 The Balance is a rupiah prepayment for SinarCloud Services within one Organization. It is not a bank deposit or electronic money, earns no interest and cannot be transferred to another Organization or person.

1.2 Your Balance does not expire while your Organization is open.

1.3 Your Balance can hold paid money and Promotional Credit. Only paid money can be refunded.

2. Top-ups

2.1 A top-up is credited to your Balance once the payment gateway confirms it. SinarCloud pays the gateway's fee, so the amount you entered is the amount credited, apart from rounding of at most Rp 1.

2.2 A top-up is not refunded on its own, including after a change of mind or a top-up of the wrong amount. The money stays in your Balance, and any part you do not spend is refunded when you close your Organization (section 7).

2.3 Payments that were not credited. If you paid but your Balance did not go up, for example because the payment arrived after the QR code expired or did not match it, send your payment proof to support@sinarcloud.com. Once the payment gateway confirms the payment, SinarCloud credits it to your Balance. SinarCloud aims to resolve these cases within 3 working days of receiving your proof.

3. Money returned to your Balance automatically

3.1 The amount returns to your Balance, without a request, when:

• a server order fails, or is cancelled before the server starts;
• a server build fails;
• an AI request fails without any successful response.

3.2 If a server build is interrupted and its result is unclear, the amount stays held until SinarCloud has checked the build, which it aims to do within 3 working days. If no server was delivered, the amount returns to your Balance.

4. What is not refunded

4.1 The following are not refunded, in cash or to your Balance:

• Services you used, including AI requests that produced a response, even an incomplete one;
• the unused part of a server's Billing Period when you delete the server, or when it is deleted because its renewal could not be paid;
• Promotional Credit, Token Credits, gifts and referral rewards, which have no cash value;
• Promotional Credit or rewards removed because they were obtained in breach of the Terms of Service or the Acceptable Use Policy.

4.2 Planned and emergency maintenance do not give a right to a credit or a refund.

5. Credit when a Service could not be used

5.1 If a Service you paid for could not be used because of a fault on the side of SinarCloud or its Partners, other than an event beyond reasonable control under section 17 of the Terms of Service, you can ask for a credit to your Balance for the time it could not be used.

5.2 Email support@sinarcloud.com within 30 days of the problem. Include your Organization, the affected server or API key, and when the problem started and ended. SinarCloud checks its records and tells you the outcome.

5.3 To the extent permitted by law, this credit is your only remedy for a Service that could not be used. Where the law requires a refund to you instead, SinarCloud makes one.

6. Wrong charges and payment disputes

6.1 The console lists every change to your Balance, and SinarCloud keeps a usage record for every AI request. If you believe a charge is wrong, contact support@sinarcloud.com within 30 days of the charge. SinarCloud investigates and credits proven errors to your Balance.

6.2 Contact support before you dispute a payment with your bank or e-wallet, so that SinarCloud can resolve it first. If a top-up is reversed after it was credited, SinarCloud may remove the reversed amount from your Balance, together with any Promotional Credit or referral reward that depended on it.

7. Refund when your Organization is closed

7.1 When it applies. SinarCloud refunds your unused paid Balance when:

• you close your Organization;
• you close your Organization because you do not accept a change to the Terms of Service;
• SinarCloud terminates your account, after deducting any debt and any documented losses caused by your breach;
• SinarCloud stops providing the Services.

7.2 How to ask. Email support@sinarcloud.com from an Owner's email address, say that you want to close the Organization, and include:

• the name of the Organization;
• the bank name, account number and account holder's name.

SinarCloud may ask for proof of identity, such as an ID card (KTP) for an individual, or the deed or business identification number (NIB) for a business.

7.3 Bank account. The refund is paid only to a bank account in the name of the Owner, or of the business that holds the Organization.

7.4 Amount. The refund is the total of your paid top-ups, minus everything you spent and any debt, and no more than the Balance left when the Organization is closed. Promotional Credit and Token Credits are not included.

For example, if you topped up Rp 500,000, received Rp 50,000 of Promotional Credit and spent Rp 120,000, your Balance is Rp 430,000 and the refund is Rp 380,000.

7.5 Timing. SinarCloud pays the refund within 14 working days of receiving a complete request and verifying your identity.

7.6 Before you ask. Closing deletes all servers and the data on them and revokes your API keys. It cannot be undone, so back up your data first.

8. Changes to this Policy

SinarCloud changes this Policy in the same way as the Terms of Service (section 18). Material changes are emailed to Owners and shown in the console at least 30 days before they take effect. A change does not apply to a credit or refund you asked for before it took effect.

9. Contact

• Refunds, credits, wrong charges and closing your Organization: support@sinarcloud.com
• Support hours: Monday to Friday, 09:00 to 17:00 WIB, except on Indonesian public holidays

Version history

Version	Date	Changes
1.0	1 November 2026	First version.