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Update billing policy with refund denial reasons-policy.mdx #24281

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Update billing policy with refund denial reasons-policy.mdx #24281

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12 changes: 11 additions & 1 deletion src/content/docs/billing/billing-policy.mdx
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Expand Up @@ -107,8 +107,18 @@ To regain access, you must settle any outstanding balances and pass preauthoriza

For assistance, visit our [Support Portal](https://support.cloudflare.com/hc/en-us) and submit a Billing request (category: “Payment issue”) to our Support team. They will assist you in verifying your updated payment information.

## Occurrences That Do Not Qualify for a Refund

Please do not request a refund for the following situations:

Billing/Renewal Issues - These often involve charges for renewals, unexpected billing, or issues related to subscription payments
1) Accidental Purchases of Services and Subscription - This includes instances where users bought the wrong service, made a mistake during the purchase process, or unintentionally upgraded their plan.
2) Domain Issues: Incorrect domain registration, issues with domain transfers, or accidental domain purchases
3) Service/Plan Issues: Issues with a service or plan itself, such as attempts to downgrade, cancel unused services, or problems with specific features
4) Support Issues: Unresolved support issues

## Related resources

* [Cloudflare Self-Serve Subscription Agreement](https://www.cloudflare.com/terms/)
* [Understanding Cloudflare Invoices](/billing/invoices/)
* [Understanding Cloudflare sales tax](/billing/sales-tax/)
* [Understanding Cloudflare sales tax](/billing/sales-tax/)