Billing, Refunds & Cancellation

This Billing, Refund and Cancellation Policy describes how AhuraSense measures usage, issues invoices, applies credits, handles payment failures, and processes cancellations and refunds.

It supplements the Terms & Services.

Usage-based Services are billed according to AhuraSense metering records. Depending on the Service, billing units may include:

• GPU time, compute time, allocated memory and vCPU capacity.
• Storage capacity, stored objects and database capacity.
• Requests, tokens and inference time.
• Network egress, IP addresses and backup capacity.
• Other published metrics.

A resource may continue to incur charges while allocated even if it is idle. Shutting down an operating system does not necessarily release the resource.

Persistent volumes, snapshots, object storage, IP addresses, reserved resources and other separately allocated Services may continue to incur charges after associated compute has stopped.

AhuraSense platform metering systems are the primary record used to calculate usage.

Where a Customer believes metering is materially incorrect, the Customer may submit supporting logs or evidence and AhuraSense will investigate in good faith.

Minor differences caused by rounding, time aggregation, billing-unit conversion or delayed telemetry do not constitute billing errors where the invoiced amount is calculated consistently with the published billing methodology.

AhuraSense may require customers to maintain prepaid balances before consuming certain Services. Prepaid balances are applied against eligible charges as they accrue.

Unless expressly stated otherwise, deposited prepaid funds are not promotional credits.

Withdrawal or refund of unused prepaid funds is subject to:

• Verification and outstanding charges.
• Applicable payment-provider restrictions.
• Fraud screening.
• Any non-refundable commitment attached to the funds.

Promotional credits have no cash value, cannot be sold or transferred, and expire according to their stated terms. Credits may be restricted to particular products or Customer categories.

AhuraSense may revoke credits obtained through fraud, duplicate accounts, false information, unauthorised automation or other abuse.

Invoices identify the applicable billing period, Services, taxes, adjustments and amount due.

Customers must maintain a valid payment method or approved invoicing arrangement. Enterprise customers may receive agreed payment terms through an Order Form.

Failure to pay undisputed charges when due may result in credit limitations, suspension or termination.

Taxes are charged according to Applicable Law and Customer billing information. Customers are responsible for providing accurate GST, VAT, tax-identification and exemption information.

Tax treatment may change where billing location, contracting entity, service location or applicable legislation changes.

Billing disputes must be submitted within thirty days after the relevant invoice unless Applicable Law requires a longer period.

A dispute should identify:

• The invoice concerned.
• The resource and the disputed amount.
• The relevant period.
• Supporting information.

Undisputed amounts remain payable. Billing disputes should be directed to [email protected].

On-demand Services may generally be cancelled by deleting or releasing the relevant resource.

Cancellation takes effect when the applicable resource has been successfully released from the Account, not merely when a deletion request is first submitted.

Customers are responsible for exporting Customer Data before cancellation where required.

Reserved GPU capacity, dedicated infrastructure, enterprise commitments, discounted committed-use plans and other Committed Services may not be cancelled during the applicable term unless the Order Form expressly permits it.

Unused committed capacity does not create a refund entitlement.

• Usage already consumed is non-refundable except where an invoice is materially incorrect or Applicable Law requires otherwise.
• Promotional credits are non-refundable.
• Committed charges are non-refundable except where the applicable Order Form expressly provides otherwise.
• Duplicate charges and confirmed billing errors will be corrected.
• Prepaid but unused non-promotional balances may be refundable where the relevant commercial terms permit, subject to outstanding charges, fraud review and payment-provider limitations.

Availability failures are handled through the Service Level Agreement rather than through a general refund entitlement.

Customers should contact AhuraSense before initiating a payment chargeback where a billing dispute can reasonably be investigated.

Fraudulent or abusive chargebacks may result in suspension.

A legitimate chargeback right available under Applicable Law is not restricted by this Policy.