What you are paying for
A Skyro Cloud phone is bought for a length of time: a day, a month, a year. For that time the phone is yours, running, on our hardware. What you pay covers the hardware it occupies, the network it uses, and the storage it fills, whether or not you are using it at any given moment.
That last part matters for refunds. A phone left idle for a week has still cost what it costs, because nothing else could run in its place.
If you stop early
You can ask for time back from the phone’s subscription page in the app, at any moment, and the money goes to your Skyro Cloud wallet at once. There are two things you can ask for:
- Refund unused time. Time you bought on top of the period that is running, such as a second year added to the first, comes back in full, and the renewal date moves back by those days. The phone is not touched.
- End the phone and refund the rest. Everything above, plus the period that is running: what you paid for it, over the days it covers, times the days still to run. The phone stops that moment and its data is kept for the retention window shown before you confirm, so a renewal within that window restores it.
Time already run is not refunded, and neither is a phone or account you delete without asking for the refund first: deleting forfeits the remaining time. The app says so on the deletion screen. Ask for the refund, then delete.
A renewal that has already been charged is treated as time you bought, so it can be refunded the same two ways. If you have set a phone to renew and no longer want it, turning renewal off before the date is simpler.
If we could not deliver
If you paid for a phone and we failed to provide it, the money comes back. That means:
- The phone never finished being created, and we told you so.
- The phone was created but was unusable from the start through a fault of ours, and you told us within FILL IN: number of days.
In those cases we refund what you paid for that phone, to the method you paid with, without needing to be asked twice. If the fault was ours and it cost you more than the price of the phone, write to us and say so.
Paid through Google Play
If you bought through the Android app using Google Play, the payment was taken by Google and any refund goes back through Google. You can ask for one from your Google Play order history, and Google’s own refund policy decides. We can see that a refund was issued and we honour it: the phone it paid for stops when the refund lands.
We cannot issue a Play refund directly, so writing to us about a Play purchase will get you pointed at the order history rather than a refund.
Paid by card
Cards are charged when you add money to your wallet, and refunds for time go to the wallet, not to the card. A card refund is for the money itself: a top-up you have not spent, or one of the failures above. See the next section for how to ask.
A card refund takes a few days to appear on your statement once issued. That delay is the bank’s, not ours, and we will tell you the date we issued it.
Wallet balance
Money you have added to your wallet is credit for buying phones and time, and it is where refunds for time land. Every top-up has a receipt of its own in the app, separate from the invoices for what you bought with it.
A top-up you have not spent can go back to the card it came from. Open the receipt in the app and choose Request a refund; that opens a support ticket with the receipt attached, and we refund it to the same card when we answer, as long as your balance still holds the amount. Balance that came from a refund of time, or a top-up that has since been spent, is not paid out as cash.
Top-ups made through Google Play are refunded by Google from your Play order history, not by us; when Google refunds one, the balance comes off your wallet.
Whatever is left in the wallet is zeroed when you close your account. The app says the same thing on its deletion screen before you confirm, so ask for the top-up refund first.
A top-up that went wrong, where you were charged and the balance did not arrive, is a failed payment and we refund it without being asked twice.
Closed for a breach
If we close a phone or an account for breaking the acceptable use policy, time already paid for is not refunded. We would rather say that here than have it be a surprise.
How to ask
For time, use the phone’s subscription page in the app; nobody needs to be asked. For a top-up, use Request a refund on its receipt in the app, or write to support@skyrocloud.com from the address on your account and say which receipt. For anything else, say which phone, when you paid, and what went wrong. If you paid by card, the last four digits help us find the payment quickly; do not send the full number.
We reply within FILL IN: response time, and if we agree a refund is due, we issue it when we reply.
Your rights
Nothing on this page takes away rights you have under the law where you live. Where a consumer protection law gives you more than this page does, the law wins.
FILL IN: any jurisdiction-specific cooling-off notice, e.g. the EU 14-day right of withdrawal and how it interacts with a service that starts immediately