Refund Policy

Legal Documents · 73 reads · Updated Aug 16, 2026

Company Registration Details

Legal name: WawaCloud Inc.
Operating brand: WawaNode
Corporation number: 1796675-0
Business number (BN): 712062637RC0001
Date of incorporation: May 26, 2026
Governing legislation: Canada Business Corporations Act (CBCA), federal corporation
Registered office: 366 Coachwhip Trail, Newmarket, ON L3X 2R2, Canada
Website: https://wawanode.com

WawaCloud Inc. is the legal contracting party for the Services; WawaNode is its operating brand. The registered office is the corporation's legal address, not a customer-support channel.

Effective date: February 23, 2026

Company name: WawaCloud Inc. (operating as "WawaNode", "we", "us")

Legal entity: WawaCloud Inc., a federal corporation incorporated under the Canada Business Corporations Act (CBCA), with its registered office in the Province of Ontario, Canada. WawaNode is the operating brand of WawaCloud Inc., and WawaCloud Inc. is the legal contracting party that provides the service.

Website: https://wawanode.com

Customer support: Please open a support ticket via Console → Tickets (https://wawanode.com/dashboard/tickets/new)

Support email: support@wawanode.com

Abuse reports: abuse@wawanode.com

Legal: legal@wawanode.com

DMCA / copyright: dmca@wawanode.com

Privacy: privacy@wawanode.com

1. Overview

This Refund Policy (the "Policy") applies to refunds, account balances, service credits, and cancellation rules in connection with your purchase, renewal, upgrade, change, or cancellation of the websites, cloud servers, VPS, dedicated servers, IP addresses, bandwidth, storage, software licenses, technical support, and other related services provided by WawaCloud Inc. (operating as "WawaNode", and also "we," "us," or "our").

This Policy forms part of the Terms of Service. By submitting an order, completing payment, using the services, or continuing to use any of our products, you acknowledge that you have read, understood, and agreed to this Policy.

Unless otherwise expressly stated on the product page, the order page, a written agreement, or by applicable law, fees for services are generally non-refundable once the service has been provisioned.

2. General Principles

Our services are digital, instantly delivered, or reserved-resource services. Once a service is provisioned, costs may already have been incurred for server resources, IP addresses, bandwidth, data-center resources, software licenses, manual configuration, and upstream costs.

Accordingly, except where this Policy expressly states that a refund is available, services that have been provisioned, delivered, used, reserved, or for which upstream costs have been incurred are generally non-refundable.

Whether a refund is approved is determined by us based on a combined assessment of product type, payment method, service status, usage, policy violations, billing records, upstream costs, and applicable law.

3. Situations Where a Refund May Be Requested

You may submit a refund request in the following situations:

After you completed payment, the service failed to be provisioned for reasons attributable to us;
You paid the same invoice more than once;
You were charged in error;
We confirm there was an obvious error in the billed amount;
The service could not be delivered for reasons within our control and could not be remedied or substituted within a reasonable time;
The product page expressly states that refunds are supported and your request meets the corresponding refund conditions;
A refund is mandatorily required by applicable law.

Even where the above situations apply, a refund may have deducted from it any non-refundable costs already incurred, transaction fees, third-party fees, the used portion, setup fees, or other reasonable charges.

4. 24-Hour Limited Refund Guarantee

Certain products may support a 24-hour limited refund guarantee. This refund guarantee applies only to products expressly marked as refund-eligible on the product page, the order page, or in a written statement.

If a product is expressly marked as supporting a 24-hour refund, you must meet all of the following conditions in order to request a refund:

The refund request must be submitted within 24 hours after the service is provisioned or delivered;
The cumulative bidirectional traffic of the service must not exceed 5 GB;
Bidirectional traffic means the combined total of inbound and outbound traffic;
The service has not engaged in any conduct violating the Terms of Service, the Acceptable Use Policy, or other applicable rules;
The service has not generated spam, phishing, malware, DDoS, scanning, proxy abuse, copyright complaints, blacklisting, fraud, abuse complaints, or other risk events;
The service has not been suspended, restricted, null-routed, banned, terminated, or placed into an abuse-handling process;
The service does not involve dedicated servers, bare-metal servers, IP addresses, software licenses, third-party services, custom services, promotional/special-price products, or other items expressly marked as non-refundable, unless the product page states otherwise;
Your account has no outstanding balance, chargeback, payment dispute, fraud risk, or abnormal risk-control record.

Once 24 hours have elapsed after the service is provisioned or delivered, or the cumulative bidirectional traffic exceeds 5 GB, refunds are generally no longer available, regardless of whether you continue to use the service.

Whether 24 hours have been exceeded and whether bidirectional traffic exceeds 5 GB are determined by our system records, monitoring data, billing records, and service logs.

The 24-hour limited refund guarantee does not mean that all products are refundable. This clause does not apply to products that are not expressly marked as supporting a 24-hour refund.

We may reject requests that clearly abuse the refund rules, including but not limited to repeatedly purchasing and then requesting refunds, short-term consumption of large amounts of test resources, registering accounts in bulk to request refunds, circumventing limits, or requesting refunds after consuming IP or bandwidth resources.

5. Non-Refundable Items

Unless otherwise mandatorily required by law, the following items are generally non-refundable:

Provisioned VPS / cloud servers, unless the product expressly supports a 24-hour limited refund and all refund conditions are met;
Provisioned dedicated servers;
Bare-metal servers;
Dedicated/private servers;
IP address fees;
Additional IP address fees;
IP change fees;
Bandwidth fees;
Traffic package fees;
Overage traffic fees;
Storage fees;
Snapshot, backup, or image fees;
Software license fees;
Control panel license fees;
Windows, cPanel, Plesk, DirectAdmin, or other third-party license fees;
Setup fees;
Installation fees;
Migration fees;
Custom configuration fees;
Technical support or manual service fees;
Managed service fees;
Domain name, certificate, or other third-party service fees;
Service periods already used;
Promotional, discounted, coupon, or special-price products;
Services suspended, restricted, or terminated for violating the Terms of Service or the Acceptable Use Policy;
Services acted upon for spam, phishing, malware, DDoS, scanning, proxy abuse, copyright complaints, fraud, blacklisting, or other abuse;
Services rendered unusable due to user misconfiguration, mistaken operation, system corruption, data loss, forgotten passwords, or poor security management;
Payments made via cryptocurrency, virtual currency, or other irreversible payment methods;
Processing fees already collected and non-refundable by the payment processor;
Other services for which actual costs have been incurred or delivery is irrevocable.

6. VPS / Cloud Server Refund Rules

Unless the product page expressly states that a trial, refund, or 24-hour limited refund guarantee is supported, VPS, cloud servers, virtual servers, and similar services are generally non-refundable once provisioned.

For VPS or cloud server products that expressly support the 24-hour limited refund guarantee, the refund request must comply with Section 4 of this Policy, including being submitted within 24 hours after the service is provisioned or delivered and with cumulative bidirectional traffic not exceeding 5 GB.

The following do not constitute grounds for a refund:

You no longer need the service;
You purchased the wrong configuration;
You selected the wrong region, node, or operating system;
You will not use the server;
Your application does not run;
Your business plans have changed;
You feel the performance does not meet your personal expectations, but the service itself is functioning normally;
Your IP address is restricted, banned, or flagged by a third-party platform;
Your server is inaccessible due to misconfiguration, security issues, or resource exhaustion;
You attempted, without confirmation, to install PVE, LXC, nested virtualization, or other systems that are not guaranteed to be supported;
The service has exceeded the 24-hour limited refund window;
The service's cumulative bidirectional traffic has exceeded 5 GB.

If a service cannot be provisioned at all or cannot be delivered properly for reasons attributable to us, we may, depending on the circumstances, offer a node change, re-provisioning, account balance, service extension, or a refund.

7. Dedicated Server Refund Rules

Dedicated servers, bare-metal servers, and private servers generally involve hardware reservation, data-center rack installation, network configuration, IP allocation, and manual work; therefore, once provisioned or once deployment has begun, they are generally non-refundable.

The following fees are generally non-refundable:

First-month fees;
Setup fees;
Hardware customization fees;
Software license fees;
IP address fees;
Bandwidth fees;
Remote hands / manual operation fees;
Special configuration fees;
Fees already collected by upstream suppliers or data centers.

If a dedicated server cannot be provisioned due to insufficient stock, hardware unavailability, or our inability to deliver, we may offer an alternative or a refund.

Unless expressly stated on the product page, dedicated servers are not eligible for the 24-hour limited refund guarantee.

8. IP Address Refund Rules

IP addresses are a limited network resource; their allocation, routing, recording, and maintenance may all incur upstream costs.

The following situations are generally non-refundable:

The IP address has been allocated;
The IP address has been routed;
The IP address has been bound to a service;
You no longer need the IP;
You feel the IP's geolocation, broadcast information, or database identification results do not meet your expectations;
A third-party website, platform, payment gateway, email service, or streaming platform restricts the IP;
The IP address has been the subject of a complaint, blacklisted, or banned due to your usage;
You request an IP change, but the original IP has already been delivered and used.

We do not guarantee that any IP address's geolocation, attribution, residential/data-center identification, risk score, platform-unblocking status, or reputation in third-party databases will fully match your expectations.

9. Software License and Third-Party Service Refund Rules

Software licenses, control panel licenses, operating system licenses, SSL certificates, domain names, third-party plugins, third-party services, or other items provided by external suppliers are generally non-refundable once ordered, allocated, activated, or submitted to the supplier.

This includes, without limitation:

Windows licenses;
cPanel licenses;
Plesk licenses;
DirectAdmin licenses;
WHMCS licenses;
Commercial software licenses;
SSL certificates;
Domain registration, renewal, or transfer-in;
Other third-party products or services.

Whether a third-party service is refundable depends on the corresponding supplier's policy. Even if we assist in submitting a refund request, we do not guarantee that the third-party supplier will approve the refund.

10. Promotional, Discounted, and Special-Offer Products

Promotional products, discounted products, limited-time offers, coupon orders, special-price packages, clearance resources, or other services expressly marked as offers are generally non-refundable.

If you purchase a service using a coupon, discount code, account balance, or promotional price, the refund amount will not exceed the amount you actually paid.

Coupons, discounts, bonus credits, promotional balances, gifted service time, or gifted resources have no cash value, cannot be withdrawn or transferred, and are generally non-refundable.

Unless expressly stated on the product page, promotional, discounted, limited-time-offer, or special-price products are not eligible for the 24-hour limited refund guarantee.

11. Account Balance and Service Compensation

In certain cases, we may issue a refund in the form of an account balance, service credit, or service compensation rather than returning it to the original payment method.

Account balances or service credits:

May only be used to purchase or renew WawaNode services;
Have no cash value;
Generally cannot be withdrawn;
Generally cannot be transferred;
Cannot be used to pay for items that have been restricted, unless we permit it;
May be restricted based on account status, abuse records, or risk circumstances.

If a refund arises from the Service Level Agreement, service compensation, or manual negotiation, we may prioritize handling it in the form of an account balance.

12. Cancelling Services

You may submit a service cancellation request through the Console, the ticket system, or another method we designate.

The following actions do not constitute a valid cancellation:

Stopping use of the server;
Shutting down the server;
Deleting files;
Ceasing to log in to the account;
Removing the payment method;
Charging back an invoice;
Failing to renew;
Sending a cancellation request to a non-designated channel;
Merely expressing an intent to cancel through informal channels without submitting the cancellation through the designated process.

The service may continue to be billed until the cancellation formally takes effect. You should submit your cancellation request in a timely manner before the start of the next billing cycle.

13. Charges After Cancellation

If you cancel a service partway through a billing cycle, the unused service time is generally not refunded on a prorated basis, unless the product page or a written agreement expressly states otherwise.

If the service has already been renewed and the new cycle has begun, the related fees are generally non-refundable.

If the cancellation request is submitted later than the time of renewal, automatic charge, or invoice payment, the fees already incurred are generally non-refundable.

14. Auto-Renewal and Subscription Payments

If you enable auto-renewal, subscription payments, or save a payment method, you authorize us or a third-party payment processor to automatically charge you when the service expires.

You are responsible for cancelling auto-renewal or cancelling the service in advance when you no longer need it.

The following generally do not constitute grounds for a refund:

Forgetting to cancel auto-renewal;
Forgetting to cancel subscription payments;
Forgetting to remove the payment method;
Not reviewing renewal reminders;
Not handling billing emails in a timely manner;
Not receiving notifications due to email issues;
The service has already been renewed or entered a new billing cycle.

We may exercise discretion based on the actual circumstances, but we do not guarantee a refund.

15. Non-Payment, Suspension, and Termination

If you do not pay on time, we may suspend, restrict, or terminate the service.

Suspension, data deletion, service termination, or IP reclamation resulting from non-payment does not constitute grounds for a refund.

If the account has unpaid invoices, chargebacks, outstanding balances, abuse-handling fees, or other amounts payable, we may, to the extent permitted by law, apply any refundable amount or account balance first to offset the amounts owed.

16. Refund Limitations Due to Policy Violations

If your service is suspended, restricted, terminated, deleted, banned, null-routed, or your account is closed for violating the following documents or rules, the related fees are generally non-refundable:

The Terms of Service;
The Acceptable Use Policy;
The Privacy Policy;
The DMCA / Copyright Complaint Policy;
The Abuse Complaint Policy;
Product page rules;
Upstream supplier policies;
Data center rules;
Applicable laws and regulations.

Including, without limitation, the following violations:

Spam;
Phishing;
Malware;
DDoS attacks;
Port scanning;
Brute-forcing;
Proxy abuse;
Running VPN, proxy, or Tor exit nodes without approval;
Infringing content;
Fraud or payment abuse;
Cryptocurrency mining;
Nested virtualization, re-provisioning, or resource reselling without approval;
Causing IP blacklisting or upstream complaints;
Other illegal, non-compliant, or high-risk conduct.

17. User Configuration, Software, and Data Issues

The following issues, controlled or managed by the user, generally do not constitute grounds for a refund:

Operating system misconfiguration;
Firewall misconfiguration;
Forgotten SSH, RDP, or control panel passwords;
Software installation failures;
Applications that do not run;
Website application errors;
Database corruption;
User-deleted data by mistake;
User failure to back up data;
Server compromise;
Malware infection;
Third-party software incompatibility;
User failure to update systems or patch vulnerabilities in time;
Service inaccessibility caused by user actions;
User self-installation of unsupported systems, kernels, virtualization platforms, or modules.

Unless you have purchased a managed service that expressly includes the relevant content, we are not responsible for user system administration, data recovery, application debugging, or third-party software support.

18. Network, Latency, and Third-Party Platform Restrictions

Internet connectivity is affected by many factors, including local networks, cross-border routes, carrier routing, third-party networks, destination websites, DDoS protection, international gateways, public internet congestion, and other uncontrollable factors.

The following situations generally do not constitute grounds for a refund:

Access speed in your location does not meet your personal expectations;
A particular carrier's line quality is unstable;
High latency to a specific country, region, or website;
A third-party platform restricts or bans the server IP;
Streaming, gaming, payment, social, email, or trading platforms do not accept the IP;
An IP geolocation database displays inaccurate information;
A destination website blocks data-center IPs;
Public internet routing changes;
Short-term anomalies in upstream or third-party networks;
Access restricted by DDoS, firewall, or security policies.

If a service has a sustained network failure within our control, we may handle it in accordance with the Service Level Agreement or the actual circumstances.

19. Relationship Between Service-Level Compensation and Refunds

Compensation for service interruptions, network failures, or availability issues shall be handled primarily in accordance with our Service Level Agreement.

Unless the Service Level Agreement or a written agreement states otherwise, service-level compensation is generally provided in the form of an account balance, service credit, or service extension, and is not equivalent to a cash refund.

SLA compensation generally does not apply to the following situations:

Scheduled maintenance;
Emergency maintenance;
DDoS attacks;
Upstream supplier failures;
Data center failures;
User misconfiguration;
User software issues;
Compromise of the user's system;
Suspension for non-payment;
Abuse handling;
Legal or upstream requirements;
Force majeure;
Third-party network or destination-website issues.

20. Chargebacks and Payment Disputes

If you initiate a chargeback, payment dispute, payment-platform dispute, or similar action without first contacting us, we may immediately suspend or terminate the related service.

A chargeback or payment dispute may result in:

Account suspension;
Service suspension;
Data deletion;
IP reclamation;
Refusal of future orders;
A chargeback handling fee;
A requirement to re-verify identity;
Application of the account balance to offset the disputed amount;
Recovery measures permitted by law.

If you believe there is an error in a charge, you should first contact us through a ticket or via the support email (support@wawanode.com) to resolve it.

21. Cryptocurrency and Irreversible Payments

If you pay using cryptocurrency, virtual currency, blockchain payments, gift cards, irreversible transfers, or other irrevocable payment methods, such payments are generally non-refundable to the original method.

If we decide to provide a refund, it may be handled as an account balance, service credit, or another method we support. Due to factors such as exchange-rate fluctuations, on-chain fees, network confirmations, and transaction irreversibility, the refund amount and method may differ from the original payment.

We are not responsible for losses caused by cryptocurrency price fluctuations, on-chain fees, wallet errors, address errors, network congestion, or transfer mistakes.

22. Refund Request Process

To request a refund, you should submit your request through the ticket system (https://wawanode.com/dashboard/tickets/new) or via the support email (support@wawanode.com).

A refund request should include:

The account email;
The order number or invoice number;
The service ID or server number;
The payment time;
The payment method;
The amount for which a refund is requested;
The reason for the refund;
Relevant evidence, such as billing screenshots, payment proof, error messages, or a description of the service anomaly.

If you are requesting a refund under the 24-hour limited refund guarantee, we will review it based on the service provisioning time, the request submission time, system traffic records, the service status, and the account's risk profile.

We may require you to provide additional information to verify your identity, payment records, service status, or refund reason.

23. Refund Processing Time

After a refund request is submitted, we will review it within a reasonable time.

If the refund request is approved, the actual time for the funds to arrive depends on the payment method, the bank, the payment processor, the blockchain network, or the third-party provider.

Common processing times may be:

Account balance: generally processed quickly;
Alipay (支付宝): depends on the payment platform's processing time;
WeChat Pay, card, or USDT: depends on the payment platform and the corresponding channel's processing time;
Bank transfer: depends on the bank and the country/region;
Cryptocurrency or irreversible payments: generally not refundable to the original method; the method will be as confirmed by us.

Our prices are denominated in Chinese yuan (CNY). The refund amount is based on the currency and amount you actually paid; any difference arising from exchange-rate fluctuations is determined by the settlement rates at the time of the actual payment and the refund.

We are not responsible for delays caused by third-party payment processors, banks, or blockchain networks.

24. Refund Methods

If a refund is approved, we will generally process it in one of the following ways:

Return to the original payment method;
Issue an account balance;
Provide a service credit;
Extend the service period;
Replace with an equivalent or similar service;
Handle it in another mutually confirmed manner.

We reserve the right to determine a reasonable refund method based on the payment method, risk, fees, account status, compliance requirements, and technical limitations.

25. Fees and Deductions

A refund may have the following fees deducted from it:

Used service fees;
Setup fees;
Installation fees;
Software license fees;
IP address fees;
Bandwidth or traffic fees;
Third-party service fees;
Payment processing fees;
Chargeback fees;
Remittance fees;
Currency conversion fees;
Manual service fees;
Abuse handling fees;
Other costs already incurred and non-refundable.

If the refund amount is insufficient to cover the above fees, we may decline the refund or refund only the remaining portion.

26. Refunds After Account Closure

If your account is closed, terminated, or restricted, whether a refund is available depends on the reason for the closure.

Refunds are generally not available where the account is closed for the following reasons:

Violation of the Terms of Service;
Violation of the Acceptable Use Policy;
Fraudulent registration;
Payment fraud;
Service abuse;
Illegal conduct;
Provision of false information;
Refusal to verify identity;
Circumvention of risk controls;
Causing upstream or data-center risk.

If an account is closed due to our business adjustments, resource unavailability, or our inability to continue providing service, we may, depending on the circumstances, offer an alternative service, an account balance, or a refund.

27. Special Rules on Product Pages

Certain products may have separate refund, cancellation, renewal, or service rules.

If the product page, the order page, a quotation, or a written agreement expressly provides otherwise regarding refunds, the more specific rule prevails.

For example:

"Non-refundable" products are not subject to general refunds;
"24-hour refund" products apply only where conditions such as submitting the request within 24 hours and cumulative bidirectional traffic not exceeding 5 GB are met;
"Trial period" products are handled according to the trial-period rules;
"Pay-as-you-go" products are settled according to actual usage;
"Pre-sale" products are handled according to the pre-sale terms;
"Custom services" are handled according to mutually confirmed rules;
"Promotional products" are handled according to the promotion page terms.

28. Data Backup and Deletion

After a service is cancelled, suspended, terminated, expires, or is refunded, we may delete the related servers, disks, snapshots, backups, images, configurations, IP allocations, and other data.

You should back up all your data yourself before cancellation or refund.

A refund, cancellation, or account closure does not mean that we are obligated to continue retaining or to restore your data.

We are not responsible for data loss caused by cancellation, refund, non-payment, violations, user mistakes, or service termination, unless otherwise mandatorily required by applicable law.

29. Force Majeure and Third-Party Causes

Where a service is unusable, delayed, interrupted, or abnormal due to the following causes, this generally does not constitute grounds for a refund:

Natural disasters;
War, riots, terrorist attacks;
Government actions;
Changes in laws or regulations;
Power outages;
Data center failures;
Upstream supplier failures;
Fiber cuts;
International routing anomalies;
DDoS attacks;
Public internet failures;
Third-party platform restrictions;
Third-party software or license issues;
Force majeure or events beyond our reasonable control.

Related compensation, where applicable, shall be handled in accordance with the Service Level Agreement or a written agreement between the parties.

30. Changes to This Policy

We may update this Policy from time to time to reflect legal, payment-rule, supplier-policy, product, business, or risk-control needs.

The updated Policy will be published on the website with a new effective date. Your continued purchase or use of the services after the Policy is updated constitutes acceptance of the updated Policy.

For orders already placed, unless required by law, a payment processor, an upstream supplier, or special circumstances, the refund rules applicable at the time the order was placed will generally apply.

31. Contact

If you have any questions about refunds, cancellation, billing, or payment, please contact us through the following means:

WawaCloud Inc. (operating as "WawaNode")

WawaCloud publishes its registered office above but does not publish a telephone number; all contact should be made through the ticket system or the emails below.

Ticket (preferred): Console → Tickets (https://wawanode.com/dashboard/tickets/new)
Support email: support@wawanode.com
Abuse reports: abuse@wawanode.com
Legal: legal@wawanode.com
DMCA / copyright: dmca@wawanode.com
Privacy: privacy@wawanode.com

32. Governing Law and Dispute Resolution

This Policy, and any dispute arising out of or relating to this Policy, refunds, cancellation, or related payments, shall be governed by and construed in accordance with the laws of the Province of Ontario and the federal laws of Canada applicable therein, without regard to its conflict-of-laws rules.

For any dispute arising out of or relating to this Policy, the parties agree to submit to the jurisdiction of, and venue in, the courts located in Ontario, Canada.

33. Note on Language Versions

The Chinese version is provided for the reading and understanding of Chinese-language users. In the event of any inconsistency or conflict between the Chinese version and the English version, the English version shall prevail, unless otherwise mandatorily required by applicable law.

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