Refund policy

Refund scenarios

Refund scenarios can be categorized into the following four types:

7-day no-reason refund

Products eligible for 7-day no-reason refund

The following products, purchased via prepaid method (excluding renewal period), support the 7-day no-reason refund:

• Baidu App Engine (BAEPRO)
• Baidu Cloud Compute (BCC)
• Cloud database RDS
• Cloud Disk Server (CDS)
• Baidu Object Storage (BOS)
• Content Delivery Network (CDN)
• Short Messaging Service (SMS)
• Multimedia cloud processing (MCP)
• Live Streaming Service (LSS)
• EIP
• Retail big data (RETAIL)
• Intelligent conversation customization & service platform
• Hosting Management Expert (HME)
• Lightweight Server (LS)

Refund rules

Refunds for some cloud services purchased within 7 days will be charged based on the amount already consumed, and coupons and discount coupons used will not be refunded.

• The time limit for the 7-day no-reason refund is calculated as 7*24 hours starting from the time the product is activated
• The consumed amount includes cash, account balance, and credit balance

Refund amount

Refund amount = (remaining contract days/total contract days) × actual purchase amount. (The refund calculation formula is for reference only; the actual amount shall be subject to the amount in the bill and consumption details)

Remaining contract days: Calculated based on calendar days, with the minimum unit being one day

Example: When a customer applies for a refund for Baidu Cloud Compute (BCC), if the remaining contract duration is 24 days and 20 hours, the remaining contract days will be counted as 24 days.

Total contract days are calculated based on the expiration date of the ordered resource specified at the time of purchase

Examples: If a customer purchased a one-month Baidu Cloud Compute (BCC) in May 2021, the total contract days will be 31. If a customer purchased a one-month Baidu Cloud Compute (BCC) in June 2021, the total contract days will be 30.

Fee settlement during the refund process

Fees incurred during the refund process will not be refunded, meaning charges between submitting the refund request and successful refund are non-refundable. Bills generated for on-demand usage of refund products are non-refundable.

Refunds for upgrade/renewal orders

To apply for a refund for upgrade/renewal orders, please Submit a Ticket for consultation.

Refund for promotional activities

Cloud services specified in promotional activities as "7-day no-reason refund not supported" or "refund not supported" cannot apply for 7-day no-reason refund.

Exceptional refunds

Baidu AI Cloud reserves the right to reject refund request for suspicious/malicious returns, retaining final legal interpretation.

Refund example:

You purchased a one-month Baidu Cloud Compute (BCC) at 14:00:00 on June 10. You may apply for a refund before 14:00:00 on June 17. The price of the BCC server is RMB 70; after using a RMB 10 coupon, you paid a total of RMB 60 in cash.

You submitted the refund application at 23:00 on June 13, and the application was approved at 06:00 on June 14. The refund amount will be: RMB 60 * (30 - 4) / 30 = 52. The RMB 10 coupon you used will not be refunded.

Non-7-day no-reason refund

The non-7-day no-reason refund function is still under development. Please stay tuned! For any related needs, please contact your account manager or Submit a Ticket for consultation.

Refunds for unactivated orders

After a resource fails to be created, the system will automatically trigger a refund. Refunds for unactivated orders will be directly refunded to the account balance.

Non-refundable

For any of the following resources, any reason or no-reason refunds are not supported:

• Trial products;
• One-time fee-based cloud services;
• Free products;
• Expired products;
• Cloud services or resources frozen by public security authorities;
• Products undergoing other transactions;
• Cloud marketplace commodities for which invoices have been issued: Unsubscribe is not supported;
• Cloud services that have participated in special bonus activities: Refunds are not supported (e.g., promotional packages, promotional coupons, promotional coupon gift packages, discount coupon programs, lottery activities, referral activities);
• Orders associated with sales contracts: Refunds are not supported;

• For other reasons, refunds are not supported:

  • The customer purchased support services and used their value-added benefits;
  • Combined subscription relationships: Separate refunds are not supported;
  • Resource does not exist;
  • Archived and dumped subscription relationships: Refunds are not supported;