Refund Policy
This policy explains how refunds and cancellations work for paid YiLink / MyCloudGame services.
Effective Date
This Refund Policy is effective as of 2026-09-11.
1. Merchant of Record
Payments are processed by our Merchant of Record, Waffo Pancake, which handles payment collection, global tax, receipts, refunds, and dispute workflows on our behalf. Your card statement may show a Waffo-related billing descriptor. Payment method details are processed by the payment provider; we do not store your full card number.
2. Cancellations
You can cancel a subscription at any time from the console (Billing → Cancel subscription), or via the payment provider's customer portal. Cancellation stops future renewals. Unless stated otherwise, your benefits remain active until the end of the current billing period, and no further charges are made after that.
3. Refund Window
Refund requests must be submitted within 14 days of the payment date, subject to the payment provider's rules. To request a refund, submit a refund request from Billing → Purchases or email billing@mycloudgame.com with your order ID and billing email.
4. Eligibility
- Unused / duplicate charge: full refund.
- Service defect on our side: full or partial refund based on the situation.
- Partially used period: partial refund for the unused portion, at our reasonable discretion.
- Abuse, fraud, or policy violations: refunds may be denied.
5. Fees
As is standard for payment processing, transaction processing fees are non-refundable. The payment provider charges a per-refund processing fee, and the original transaction fee is not returned to us. Where permitted, these costs may be deducted from the refunded amount; we aim to keep refunds fair and transparent.
6. Processing Time
Approved refunds are issued to the original payment method and typically appear within 5–10 business days, depending on your bank or card issuer. Refunds cannot be reversed once processed.
7. Chargebacks & Disputes
If you believe a charge is incorrect, please contact us first at billing@mycloudgame.com so we can resolve it quickly. Filing a chargeback with your bank may result in temporary suspension of related entitlements while the dispute is investigated, and may incur dispute fees.
8. Contact
Billing questions: billing@mycloudgame.com. General support: support@mycloudgame.com.