Refunds

You pay for time on a phone, and time is the one thing we cannot take back once it has run. The refunds page is the policy; this is the short version.

When a refund is due

• The phone never finished being created. The charge is refunded automatically, to the method you paid with, and you are told. A purchase paid from your wallet goes back to the wallet.
• The phone was unusable from the start through a fault of ours. Write to us and we refund what you paid for it.
• A top-up was charged but the balance never arrived. That is a failed payment, and we refund it.

When it is not

• Time already paid for. Cancelling a phone lets it run to the end of its term and then stop; the remaining time is not refunded. Deleting a phone or your account forfeits the remaining time outright. The app says so on the screen where you do either.
• A renewal that already went through. Turn auto-renew off before the renewal date; a charged renewal is time you bought.
• Wallet balance. Credit is not paid out as cash, and it is zeroed when you delete your account.
• A phone or account closed for breaking the acceptable use policy.

Where the money goes back to

A card refund goes to the same card and takes a few days to appear on your statement; that delay is the bank's. A purchase made through Google Play was taken by Google, and any refund goes back through Google: ask from your Play order history, and Google's own policy decides. We can see that a Play refund was issued and we honour it.

How to ask

Write to support@skyrocloud.com from the address on your account, or open a ticket from the app's Support tab. Say which phone, when you paid, and what went wrong. If you paid by card, the last four digits help us find the payment; never send the full number.

Nothing here takes away rights you have under the law where you live.