Refund Policy

This Refund Policy applies to all payments made to Kumo ("Kumo," "we," "us," or "our") for our cloud services, including App Platform, Jobs, VPS, Volume, Container Registry, Kumo Runner, and Packages. It forms part of our Terms of Service.

All prices are quoted and charged in Indonesian Rupiah (IDR). Payments are processed by licensed third-party payment providers; Kumo never stores your card or bank details.

Kumo runs on a prepaid balance. You top up your balance through the billing dashboard, and usage is deducted from it as you run resources.

Top-ups are non-refundable. Once a top-up is successful, the amount is credited to your Kumo balance and cannot be converted back to cash, transferred to another account, or withdrawn to a bank account, except where required by applicable law. Your balance never expires while your account is active and can be spent on any Kumo service.

We refund payments that went wrong on our side or the payment provider's side. You are eligible for a full refund if:

• you were charged more than once for the same top-up;
• your payment was debited but your Kumo balance was never credited; or
• you were charged an amount different from the amount shown at checkout.

Approved refunds are returned to the original payment method within 14 business days after verification. Refund timing on your statement depends on your bank or e-wallet provider. Where a duplicate payment has already been credited to your balance, we may instead reverse the extra balance if you prefer.

Balance that comes from vouchers, referral rewards, top-up bonuses, or other promotions has no cash value. It is never refundable or withdrawable, and may be voided on accounts that breach the promotion terms or our Terms of Service.

Compensation for downtime under our Service Level Agreement (see Section 7 of the Terms of Service) is issued as credit to your Kumo balance, not as a cash refund. Service credits follow the same rules as promotional credit in Section 4.

Charges for resources you have provisioned — VPS, apps, volumes, jobs, runners, registry and package storage — are final once the resource has run. We do not refund usage that resulted from resources you forgot to delete, misconfigured, or no longer needed. Delete resources from the dashboard to stop further charges.

If you believe a usage charge is incorrect, contact us within 30 days of the charge and we will investigate. Verified billing errors are corrected as an adjustment to your balance.

Email support@kumo.run from the address registered on your Kumo account, or open a ticket from Support in your dashboard. Please include:

• the transaction ID or payment receipt from the payment provider;
• the amount and the date of the payment; and
• a short description of what went wrong.

We acknowledge every request within 2 business days and aim to resolve it within 14 business days.

We may update this Refund Policy from time to time. Changes take effect when the updated policy is posted on this page with a revised "Last updated" date.

PT Solusi Neural Digital
Email: support@kumo.run
Jl. Gambuh No. 40A, Manukan
Sleman, Daerah Istimewa Yogyakarta
Indonesia
Full contact details: kumo.run/contact