Refund policy

The service starts immediately

RDP plans are provisioned automatically once payment clears, and your login details are sent to you straight away. The service is therefore supplied in full as soon as you receive access.

At checkout you are asked to confirm that you want provisioning to begin immediately and that you understand you lose any statutory right of withdrawal once it does. If you would prefer to keep that right, do not give that confirmation, and contact us to arrange provisioning after the withdrawal period instead.

When we will refund

We refund in full where:

• We could not provision the plan you ordered and no suitable alternative was available.
• You were charged twice for the same billing period.
• A fault on our side made the instance unusable for a sustained period and we could not fix it or move you to working hardware.

When we will not refund

No refund is due where:

• The service was terminated for a breach of our acceptable use policy or terms of service.
• You ordered the wrong plan, region, or billing period, and the instance has already been provisioned. We will help you move to the right one instead, with the difference prorated.
• Your own software, configuration, or reinstall caused the problem.
• The instance was used and you simply no longer want it partway through a billing period.
• You lost access because of credentials you did not keep secure.
• The problem was caused by an event outside our reasonable control, as described in our terms of service.

Partial periods and cancellation

You can cancel renewal at any time from your account area. Cancellation stops the next charge; it does not refund the period you are currently in. Your instance stays available until that period ends.

We do not issue prorated refunds for unused days in a period that has already started.

Upgrades and downgrades

When you upgrade mid-period, the price difference is prorated and applied to your next invoice.

Downgrades take effect at the start of your next billing period. We do not refund the difference for the period already paid.

How to request a refund

Email [email protected] from the address on your account, with your order number and what went wrong. We aim to respond within one business day and to decide within five.

Approved refunds are returned to the original payment method. Bank or processor timelines are outside our control, and any transaction fee charged by your payment provider is not refundable by us.

Cryptocurrency payments

Where a refund is approved on an order paid in cryptocurrency, we refund the amount in the same currency at the exchange rate on the date the refund is processed. Exchange rate movement between payment and refund is not our responsibility.

Chargebacks

Please contact us before raising a dispute with your bank. Opening a chargeback without contacting us first may result in suspension of all services on your account, as set out in our terms of service.

Your statutory rights

Nothing in this policy removes rights you have under mandatory consumer law in your country. Where such a right applies and conflicts with this policy, that right takes precedence.

Changes to this policy

We may update this policy. The version that applies to your order is the one published at the time you placed it.