Refund Policy

Last updated: April 20, 2026

1. Overview

Tensordata Global Private Limited ("Company") is committed to fair billing practices. This Refund Policy explains when and how you may receive a refund for charges on the TensorCloud platform.

2. Pay-As-You-Go Services

TensorCloud operates on a usage-based billing model. You are billed for the compute resources you consume (GPU hours, storage, API calls, etc.). Because resources are consumed in real-time, the following applies:

  • No refunds for resources that have been provisioned and consumed as intended
  • Partial refunds may be issued if a service outage on our end prevented you from using provisioned resources

3. Prepaid Credits

If you purchase prepaid compute credits:

  • Unused credits may be refunded within 14 days of purchase, minus any credits already consumed
  • After 14 days, prepaid credits are non-refundable but remain available for use until they expire
  • Credits are non-transferable between organizations

4. Billing Errors

If you believe you have been incorrectly charged:

  • Contact us within 30 days of the charge
  • Provide details of the disputed charge (date, amount, resource)
  • We will investigate and issue a full refund if the charge was made in error

5. Service Outages

If a platform-wide outage prevents you from accessing your resources:

  • We will issue service credits proportional to the duration of the outage
  • Service credits are applied to your next billing cycle
  • Cash refunds for outages are considered on a case-by-case basis for extended disruptions

6. Account Termination

  • If you terminate your account, you are responsible for charges incurred up to the termination date
  • If we terminate your account due to a violation of our Terms or Acceptable Use Policy, no refund will be issued
  • If we terminate your account without cause, a pro-rated refund for any prepaid credits will be issued

7. How to Request a Refund

To request a refund, contact our billing team at support@tensordata.com with:

  • Your account email and organization name
  • The charge(s) in question
  • Reason for the refund request

We aim to respond to all refund requests within 5 business days.

8. Processing

Approved refunds are processed to the original payment method within 7-10 business days. Service credits are applied immediately upon approval.

9. Changes

We may update this Refund Policy from time to time. Material changes will be communicated via the Service or email.