24/7 Service Support
If you encounter any problems while using HUAWEI CLOUD services, please contact our technical support team at our hotline +4000-955-988 (available Monday to Friday, 9 AM to 6 PM GMT). Contact us
400 hotline (8/5)
5-Day Full Refund
If you are not satisfied with a prepaid product after purchase, you can apply for a full refund within five days of the purchase. Call our hotline at +4000-955-988 (available Monday to Friday, 9 AM to 6 PM GMT).
- Submit a refund request.
confirm the request.
- Complete the refund.
Fault Compensation Policy
If the HUAWEI CLOUD service platform causes a fault that makes your cloud services unavailable, we will compensate you with 100 times the cost of the fault duration.
If a fault occurs, contact our hotline for assistance at +4000-955-988 (available Monday to Friday, 9 AM to 6 PM GMT). If you are eligible for compensation under the conditions of the Service Level Agreement (SLA) for the associated product, submit a compensation application within seven days of the fault.
Product function consultation
Technical issue consultation
Operation-related fault diagnosis
System issue-related fault diagnosis
Consultation and fault diagnosis for the management console
Services Not Provided
Deployment and commissioning of third-party application software
Fault diagnosis for and analysis of third-party software
Routine O&M services
As HUAWEI CLOUD services continue to grow, we are in the process of expanding the scope of our after-sales support to provide more comprehensive service to our customers. Thank you for your understanding and continued support.
Details About the Refund
This policy covers subscription products (including hourly, monthly, and yearly packages). On-demand and postpaid products are not covered by this policy.
Refund applications must be submitted within five days of purchase. A maximum of 3 refunds can be received per common customer, with a maximum of 3 orders per refund. A maximum of 5 refunds can be received per VIP customer, with a maximum of 6 orders per refund.
If invoices have been issued but have not been returned, refunds will not be accepted.
We will refund the full amount if you apply for refund within five days
After the refund, the reward will be canceled. If the reward for your order cannot be recovered, it will be deducted from your refund
Before requesting a refund, ensure that you have migrated any saved data out of the cloud resources that will be refunded. After the refund is complete, your cloud resources and any data they contain will be removed.
Details About Reward for the ICP License Service
Customers who have used HUAWEI CLOUD host resources with monthly or yearly subscriptions.
Cloud hosts must be used for websites and it is the customers' first time recording their websites using HUAWEI CLOUD services
A customer's accumulated recharge amount must exceed 200. Each account can only get the reward once
If a customer terminates his or her service in advance or the service expires and is not renewed, the customer is not eligible for the reward.If a transaction is not fully completed, customers cannot get the reward.If the transaction is delayed for 10 days, customers are considered to have abandoned the reward.Customers are eligible for the reward if the transaction was submitted to the Telecommunications Authority and approved.
Customer can get a reward based on the HUAWEI CLOUD account
Reward time: After a successful transaction, the reward amount will be recharged to corresponding user accounts within one week
Reward amount: Each common user's reward amount is 100. Each VIP user's reward amount is 200. The reward amount is valid for one year and cannot be withdrawn
Fault Compensation Policy Details
You will be compensated with 100 times the cost of the fault duration in the following scenarios:
•HUAWEI CLOUD causes cloud servers, cloud storage services, or network services to be unavailable, resulting in service exceptions or interruptions.
•The HUAWEI CLOUD service platform causes customer websites to become inaccessible.
You will be compensated within 2 times the cost of the fault duration in the following scenarios:
•HUAWEI CLOUD causes a delay or failure in provisioning cloud services or changing service configurations.
•HUAWEI CLOUD has incorrect billing of cloud services.
Compensation amount = Daily cost of service that experienced a fault ÷ 24 ÷ 60 × (Fault rectification time – Fault start time) × Compensation times
No compensation will be awarded if faults occur due to the following reasons:
•Force majeure: Natural disasters such as typhoons, floods, fires, droughts, earthquakes, snowstorms, and landslides
•Unexpected events such as war, political turmoil, power failures, government interventions, strikes, embargoes and market crashes
•HUAWEI CLOUD service maintenance, including cutovers, repairs, and upgrades (Customers are notified in advance of upcoming scheduled maintenance.)
•Packet loss and delays caused by carrier faults
•Faults in the Internet backbone
•User applications being affected by attacks or viruses
•User access being affected by network performance and device performance
•Loss or disclosure of data, verification codes, or passwords due to improper user operations
•Loss caused by user negligence or user-authorized operations
•User violation of the Terms and Conditions or relevant laws or regulations
•Other unforeseeable events not caused by HUAWEI CLOUD