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GPUhub PTE. LTD. Last modified: June 30, 2026
GPUHub operates on a prepaid, pay-as-you-go basis. Unless otherwise required by applicable law or expressly stated in this policy, all payments, subscriptions, prepaid balances, and promotional credits are non-refundable.

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Refund Principles

GPUHub is committed to providing stable and reliable cloud computing services. If a service disruption is caused by GPUHub’s platform, we will investigate the incident and, where appropriate, provide either a refund for the affected service period or equivalent GPUHub Credits. GPUHub is not responsible for issues arising from user configurations, applications, AI models, user code, local network environments, third-party services, or any other causes outside of GPUHub’s direct control. Such issues are not eligible for refunds.

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Eligible Refunds

Refunds may be approved under the following circumstances.

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1. Platform-Caused Data Loss

If data stored on GPUHub is permanently lost due to a platform-side hardware failure, storage failure, or service malfunction, you may apply for a refund. Please provide the following information:
  • Account email
  • Instance ID
  • Approximate time of the incident
  • Description of the lost data
  • Relevant logs or screenshots (if available)
GPUHub will investigate the incident using internal monitoring records and determine whether the issue was caused by the platform.

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2. Extended Network Connectivity Failure

If your instance cannot be accessed due to a GPUHub platform-side network failure for an extended period of time, making the service unusable, you may request a refund for the affected service period. Please include:
  • Account email
  • Instance ID
  • Approximate start and end time
  • Error messages or screenshots
  • Connection logs, ping, traceroute, or other diagnostic information (if available)
GPUHub will verify the incident using platform monitoring data.

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3. Platform Hardware Failure

If your instance becomes unusable due to GPU hardware failure or host hardware failure and GPUHub cannot restore service within a reasonable time by migration or replacement, you may request a refund for the affected service period. Please provide:
  • Account email
  • Instance ID
  • Approximate time of failure
  • Error messages or screenshots (if available)

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Required Evidence

To help us investigate your request, please provide as much of the following information as possible:
  • Account email
  • Instance ID
  • Approximate incident time
  • Screenshots
  • Error messages
  • System logs
  • Connection test results (if applicable)
  • Any other relevant evidence
Failure to provide sufficient information may delay or prevent investigation.

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Non-Refundable Situations

Refunds will not be provided for, including but not limited to:
  • User configuration errors
  • Software bugs or application failures
  • AI model failures or training errors
  • User code issues
  • Resource exhaustion caused by user workloads
  • User-deleted instances or data
  • Idle prepaid balance
  • Promotional credits or bonus credits
  • Performance differences between models or workloads
  • Public Internet connectivity issues outside GPUHub’s infrastructure
  • Third-party service failures
  • Scheduled maintenance announced in advance
  • Service interruptions caused by force majeure events

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Investigation Process

All refund requests are subject to investigation. GPUHub reserves the right to reject requests if:
  • The reported issue cannot be verified;
  • Required evidence is not provided;
  • The issue was caused by user actions;
  • The issue originated from third-party software or external services;
  • Platform monitoring indicates the service was operating normally.
GPUHub’s internal monitoring records shall be used as the primary reference when determining service availability.

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Refund Method

If a refund is approved, GPUHub may, at its sole discretion:
  • Refund the original payment method; or
  • Issue GPUHub account credits of equivalent value.
The refund method depends on the payment channel, payment age, applicable regulations, and operational considerations.

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Limitation of Liability

Any approved refund is limited to the charges paid for the affected service period. To the maximum extent permitted by applicable law, GPUHub shall not be liable for any indirect, incidental, consequential, special, or punitive damages, including but not limited to:
  • Loss of profits
  • Loss of business opportunities
  • Loss of training progress
  • Model retraining costs
  • Data reconstruction costs
  • Business interruption
  • Any other consequential losses
GPUHub’s total liability shall not exceed the amount paid for the affected service.

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Contact

To request a refund, please contact: support@gpuhub.com Please include:
  • Account email
  • Instance ID
  • Payment information (if applicable)
  • Description of the issue
  • Relevant evidence
Our support team will review your request and respond as soon as reasonably possible.

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Policy Updates

GPUHub reserves the right to modify this Refund Policy at any time. Any updates will become effective immediately upon publication on the GPUHub website unless otherwise required by applicable law.