Refund & Cancellation Policy

1. Overview & Commitment

At Abu Salama Store Ltd, we are committed to providing reliable, enterprise-grade GPU computing infrastructure and hardware services. We understand that transparency in billing, cancellations, and refunds is fundamental to building trusted relationships with our B2B clients and payment partners (including Wise Business).

2. Hourly & On-Demand Instances

- Billing: On-demand GPU instances are billed strictly per hour or per second of active hardware reservation.

- Instant Cancellation: You can terminate or release your on-demand GPU instance at any time with no advance notice required. Billing stops immediately upon instance destruction.

- Unused Pre-paid Balance: Any unused pre-paid funds in your account balance can be refunded to your original payment method upon written request to info@abosalama.store within 14 days.

3. Monthly Dedicated Servers & Reserved Contracts

- 24-Hour Satisfaction Guarantee: If your dedicated GPU node suffers from unresolvable hardware faults, kernel incompatibilities, or performance discrepancies within the first 24 hours of provisioning, you are entitled to a 100% full refund.

- Contract Cancellation: Monthly reserved instances can be cancelled anytime before the next monthly billing cycle renews.

- Prorated Refunds: If you request early termination of a multi-month enterprise contract, unused full calendar months will be refunded prorated, subject to standard early termination fee adjustments stated in your custom Master Service Agreement.

4. SLA Outages & Service Downtime Credits

We maintain a guaranteed 99.9% uptime SLA for all network connectivity and bare-metal power systems. If downtime exceeds our SLA threshold in any given billing cycle, clients are entitled to service credits or direct refunds:

5. How to Request a Refund

To submit a refund or cancellation request, please email our billing department with the following details:

• Your registered account email address.
• Invoice Number or Wise Transfer Reference ID.
• Specific reason for the refund request.

Refunds are reviewed within 24 business hours and credited back to your original payment method (Wise Transfer / Bank Wire / Card) within 3-5 business days.