Refund & Cancellation Policy

1. Cancelling a rental

• You may stop an Instance at any time from your dashboard. Billing stops when the Instance stops.
• Usage is metered (typically per second) by GHive’s control plane. You are charged only for metered runtime.
• There is no separate cancellation fee for stopping an Instance.

2. Failed or interrupted instances

• If an Instance fails to start due to a Host or Platform fault, you are not charged for it.
• If a running Instance is interrupted by a Host failure, power/network outage, or Platform issue, you are billed only up to the point of interruption.
• Where we determine a charge resulted from such a fault, we will reverse it as Wallet credit. Credits are usable for future rentals on the Platform.
• If the Host disconnects during your rental (their machine goes offline and does not come back within five minutes, or the rental stops on their machine without you or us stopping it), the work in the Instance is lost. We automatically return 50% of what that rental cost to your Wallet when it ends, and show it on your dashboard. This credit counts as paid balance: to the extent the rental was paid for from a paid top-up, it can be refunded under section 3. It does not apply when you stop the rental, when your Wallet runs out, or when we end the rental under the Acceptable Use Policy or for a disk-space limit.

2A. Images and videos

• You are charged the price shown only when your image or video is delivered. Nothing is taken from your Wallet when you submit.
• A request that fails or times out is not charged, even if we retried it on several GPUs.
• A request our screening refuses is not charged.
• You can cancel a request free of charge while it is still waiting for a GPU. Once a GPU has started on it, it cannot be cancelled.
• A delivered image or video is a completed purchase and is not refundable because you did not like the result. If what you received is clearly broken (for example a corrupt or blank file), contact us and we will credit your Wallet.

3. Wallet top-ups

• Wallet top-ups are prepayments for compute and platform services, denominated in INR.
• Where GST applies, it is charged at 18% on top of the amount you add, and shown before you pay. For example, adding ₹1,000 costs ₹1,180: ₹1,000 goes into your Wallet and ₹180 is GST, which we pay to the government and show on your tax invoice.
• Promotional or bonus credits (e.g. welcome credit) are non-refundable and non-transferable. When you spend from your Wallet, promotional credit is used first, before any balance you paid for. Promotional credit given before 1 January 2027 expires on 1 January 2027, and any of it still unused then is removed from your Wallet.
• You may request a refund of an unused, paid Wallet balance (excluding bonus credits and amounts in dispute). Approved refunds are returned to the original payment method via our payment processor, less any non-refundable transaction fees, within a reasonable processing period.
• GST is not refunded. We refund the unused Wallet balance only; GST charged on a top-up has already been paid to the government. For example, if you added ₹1,000 (paying ₹1,180) and used ₹500, we refund ₹500.
• We may decline refund requests linked to fraud, abuse, chargeback activity, or policy violations.

4. Host earnings

Host earnings accrue to the Host’s account based on metered usage. If a rental charge to a Renter is reversed due to a Host fault, the corresponding Host earning may be adjusted accordingly. When a Host disconnects during a rental (section 2), the Host is paid 30% of their usual share for that rental, as set out in the Host Agreement. Payouts are subject to verification and applicable taxes.

5. How to request a refund

Email support@ghive.co.in from your registered email with your account details and the transaction, instance or generation in question. We aim to acknowledge requests promptly and resolve them within a reasonable time.

6. Chargebacks

If you believe a charge is incorrect, please contact us first — we will work to resolve it. Initiating a chargeback without contacting us may lead to suspension while the dispute is investigated.