Return and Refund Policy
Effective date: 1 August 2026
In brief: We want you to try our sovereign Cloud PaaS with confidence. We offer a 7-day refund guarantee on your first new instance, automatic billing error reversals, and prorated credits for verified system outages. Cancellation is one-click in your dashboard with zero penalty fees.
1. 7-Day First-Instance Refund Guarantee
If you subscribe to a paid Narra PaaS container plan (such as Narra Nano, Lite, or Business) and find that our platform does not suit your technical architecture, you may request a full refund of your first billing payment within seven (7) calendar days of initial provisioning. To qualify:
- The request must be submitted within 7 days of the initial order date.
- The account must be in good standing without violations of our Acceptable Use Policy (for example, no crypto-mining, spam, botnets, or abuse).
- The guarantee applies to your first provisioned instance per account to give you ample time to verify compatibility.
2. Subscription Renewals and One-Click Cancellation
Recurring subscriptions renew automatically on your billing anniversary date. You may cancel your subscription at any time directly through your Narra Hub or Accounts dashboard under Billing > Subscriptions, or by emailing support@narra-cloud.com.
- No cancellation fees: We never charge cancellation fees, account closing surcharges, or retention penalties.
- Access until period end: Upon cancellation, your hosting services remain fully active until the end of the current paid billing cycle. No further recurring charges will occur.
- No post-renewal prorated cash refunds: Outside of the initial 7-day guarantee, recurring renewals that have already been provisioned and allocated on server hardware are not eligible for cash refunds.
3. Billing Corrections and Provisioning Failures
If an erroneous duplicate charge occurs, or if our automated orchestrator fails to allocate your container resources following a successful payment, Narra will promptly issue a 100% refund or adjustment back to your original payment method upon verification.
4. Settlement Currency and Processing Timelines
All Narra transactions and refunds are settled in Philippine Pesos (PHP):
- Refunds are returned via our certified payment gateway, PayMongo.
- E-wallets (GCash, Maya, GrabPay): Typically credited back to the customer's mobile wallet within 24 to 72 hours.
- Credit and debit cards: Reversals are posted within 5 to 10 banking days, depending on your card issuer or bank processing cycles.
- Foreign currency cards: If you paid using an international card, the converted currency amount credited by your bank may reflect foreign exchange rate variations between purchase and refund dates. Narra does not assess conversion surcharges.
5. Service Outages and SLA Credits
If a severe unannounced infrastructure outage on Narra edge nodes results in platform downtime exceeding our published Service Level targets, customers may request prorated service credit vouchers applied to their next renewal invoice by contacting support with incident timestamps.
6. How to Submit a Refund Request
To request a refund under our 7-day guarantee or report a billing concern, please email our support team directly:
- Email: support@narra-cloud.com
- Subject: "Refund Request - [Account Identifier or Order Reference]"
- Required details: Registered account email, PayMongo payment reference number, and a brief explanation of the technical reason for your request.
We review and acknowledge billing inquiries within 1 business day.