1. Scope
This policy applies to fees paid to Cloudorn for Cloudorn paid subscription plans, including eligible plan purchases, upgrades and renewals. It does not make Cloudorn the seller of products or services offered by independent Shop Owners through the marketplace.
2. Subscription payments and activation
Cloudorn paid plans may be purchased through Safepay checkout when available or through a supported manual/reference-payment process. An online payment does not activate or change a plan merely because a browser displays a success or return page. Cloudorn applies an online paid-plan change only after the payment is verified through the payment-provider integration. Failed, cancelled, incomplete or unverified payments do not qualify as successfully activated paid plans.
3. Cancellation and non-renewal
Cloudorn does not currently initiate automatic recurring renewals for a new annual term. A Shop Owner who does not want another paid term can simply choose not to purchase or request a renewal. If a Shop Owner wants paid access ended before the scheduled expiry date, the Shop Owner should contact Cloudorn Support. Ending paid access early does not by itself create a right to a refund or a pro-rata refund.
4. Cloudorn subscription refunds
Once a paid Cloudorn subscription plan has been successfully activated, the subscription fee is normally non-refundable. Cloudorn may approve a full or partial refund where appropriate for a duplicate charge, an incorrect charge, a confirmed unauthorized payment, a technical payment error, or where Cloudorn is unable to provide the paid plan that was purchased. Cloudorn does not normally provide refunds for unused subscription time, a change of mind, reduced usage, voluntary early cancellation, or failure to use available plan capacity. Nothing in this policy limits a refund, cancellation or other remedy that must be provided under applicable law.
5. How to request a Cloudorn refund
Contact Cloudorn through the Contact page, Cloudorn Support Chat where available, or admin@cloudorn.com. Include the Cloudorn account email, shop name, Cloudorn payment reference if available, payment date, amount and a concise explanation of the issue. Do not send a full card number, CVV/CVC, banking password, one-time code or other unnecessary payment credential.
6. Approved refund method and timing
If a refund is approved for an online payment, Cloudorn will normally request or process the refund through the original payment provider and original payment route where reasonably available. Completion time can depend on Safepay, the customer’s bank, card network or other financial institution. Cloudorn may request reasonable information needed to identify the payment, prevent fraud and complete the refund safely.
7. Product and service returns or refunds
Independent Shop Owners determine and fulfil the products and services they offer through Cloudorn. Unless Cloudorn expressly states otherwise for a specific transaction, Cloudorn does not collect or settle the Customer’s payment to an independent Shop Owner. Returns, exchanges, cancellations, service corrections and refunds for those marketplace transactions must therefore be resolved between the Customer and the relevant Shop Owner, subject to applicable law and any terms communicated by that Shop Owner. Customers may use Cloudorn reporting or support features when a marketplace issue also involves platform safety, abuse or policy concerns.
8. Chargebacks, unauthorized payments and disputes
If you believe a Cloudorn subscription payment is duplicated, incorrect or unauthorized, contact Cloudorn promptly so the payment can be investigated. Cloudorn may preserve payment, webhook, account, security and audit records reasonably needed to respond to a refund request, payment-provider inquiry, chargeback, fraud investigation or legal obligation.
9. Changes and contact
Cloudorn may update this policy as payment methods, plans or legal requirements change. The latest version will be published on this page with a revised effective date. Questions may be sent to admin@cloudorn.com.