Refund delayed for over 50 days until chargeback threat
I want to share my full experience with CloudWave Hosting in a factual and objective way, so others can make informed decisions.
Here is the timeline:
- Feb 4: I placed an order for a VPS (Order #2131466037, $65.90).
- The service was not delivered within the expected time. After waiting more than 30 hours without activation, I decided to cancel the order.
- I contacted support and clearly requested cancellation. Instead of processing the cancellation, they suddenly deployed a different instance (3LN), which I did not request. I still insisted on canceling the order.
- After that, the situation became unclear. The refund process was not properly reflected in the system, and the order remained in a “cancellation pending” state.
- At some point, they seemed to mix up or confuse the refund with other order instances, making it difficult to track what was actually being refunded.
- They also attempted to offer platform balance instead of returning the money to the original payment method, which I did not accept.
- 30 days later: I followed up again and mentioned that I might initiate a bank dispute (chargeback) if the refund was not processed.
- At the beginning, I was told the refund would be completed within 30 days, but this promise was not honored.
- Around day 45: I politely followed up again, but received no response.
- Only after I explicitly escalated the issue and mentioned chargeback again did they finally initiate the refund.
- Now (after more than 50 days), the refund has finally been marked as processed.
Summary:
- Service was not delivered on time
- Cancellation was not handled properly
- Refund was delayed for over 50 days
- Communication was inconsistent or absent
- Action only happened after chargeback pressure
I am sharing this experience so that others understand the potential risks and delays.
I hope the company can improve its service and refund handling process in the future.
28 de março de 2026
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