Refund Policy

• Credit you have used is not refundable. Once compute has been consumed by a computer, that spend is final.
• Unused balance is refundable with a 10% deduction. We refund your remaining prepaid balance minus a 10% processing fee.
• Free credit has no cash value. The free tier (6 hours of compute) and any promotional credit cannot be refunded, exchanged, or transferred.

Usage is billed hourly while a computer is alive, and every computer runs inside a spending cap you set. Because compute is delivered the moment it is consumed, credit that has already been spent on running computers, storage, or network usage is not refundable — regardless of what the code running on the computer did or whether the result was what you (or your agent) expected.

You can request a refund of your remaining prepaid wallet balance at any time. Refunds of unused balance are subject to a 10% processing deduction, which covers payment processing and administrative costs.

Example: wallet balance $50.00 → refund issued $45.00
($50.00 − 10% deduction = $45.00, returned to the original payment method)

Refunds are issued to the original payment method, typically within 5–10 business days of approval.

• Duplicate or erroneous charges (e.g. a top-up charged twice) are refunded in full — no deduction.
• Verified platform failure: if an Ostra outage consumed your credit without delivering compute, we return that credit in full to your wallet.
• Terms violations: if an account is terminated for a serious breach of our Terms & Conditions (illegal activity, prohibited content, attacks on third parties), we may withhold refunds to the extent permitted by law.

Email billing@ostra.run from your account email with the subject “Refund request.” Include your account email and, for duplicate charges, the transaction reference. We respond within 2 business days.