Return and Refund Policy

Effective date: 1 August 2026

1. PaaS and hosting: no refunds after provisioning

Narra PaaS, hosting, and infrastructure services are digital services that reserve computing capacity, storage, network resources, and operational capacity immediately after successful payment and provisioning. Once your PaaS resource or hosting service has been provisioned and made available, all fees for that service period are final and non-refundable. We do not issue prorated refunds for cancellations, unused time, partial billing periods, configuration changes, or a change of mind after provisioning.

2. Cancellation prevents the next renewal

You may cancel a subscription before its next billing date through the relevant account portal or by emailing [email protected]. Cancellation stops future recurring charges and access continues until the end of the paid service period, unless the service is suspended or terminated under the applicable agreement. Cancellation does not reverse a charge for an already-provisioned service period.

3. Payments that were not successfully provisioned

We will investigate a reported duplicate charge, confirmed billing error, or payment for a PaaS service that Narra was unable to provision. Where a correction is appropriate, we will reverse or refund the erroneous amount to the original payment method where possible. Processing time depends on the payment provider and issuing bank.

4. App Store offerings

Third-party App Store offerings may have a separate publisher refund policy. Unless Narra is expressly identified as the seller, the publisher is responsible for that policy and related support. Narra will assist with payment records and route eligible requests to the relevant publisher.

5. How to report a billing issue

Email [email protected] promptly with the account email, payment reference, date, amount, and a description of the issue. Please contact us before filing a payment dispute so we can investigate. We will acknowledge the request and provide an outcome or status update as soon as reasonably practicable.

6. Fraud, legal rights, and escalation

We may deny a request where there is evidence of fraud, abuse, chargeback misuse, or a violation of the applicable agreement, subject to a reasonable review of the facts. Nothing in this Policy removes a consumer right or remedy that cannot lawfully be waived. If you are dissatisfied with our response, reply to the case email and ask for a review; you may also use available consumer remedies under Philippine law.