Legal
Refund and Cancellation Policy
We would rather fix a problem than refund it, and we say plainly when a refund is and is not possible, and how to cancel a service you no longer need.
Summary
- Our service guarantee. If we cannot deliver the server you ordered, we refund that payment in full. If a fault on our side makes a new server unusable and we cannot fix it within 72 hours of your report, we refund it in full within the first 7 days, and the unused part of the period after that.
- You can cancel any service at any time. It runs until the end of the period you paid for and is not renewed.
- Outside the guarantee, a change of mind is not a reason for a refund, and account credit is not refundable.
When a refund is possible
- We could not deliver. If we cancel your order, or cannot provide the server you paid for (for example because a location has no capacity), we refund that payment in full.
- A fault on our side that we cannot fix. If your server does not work as described because of our hardware or network, and we cannot fix it within 72 hours of your report, we refund that payment in full when it is within the first 7 days of the server, and the unused part of the current period after that.
- We end a service without a breach on your part. If we close a service with notice under the Terms of Service, we refund the unused part of the period you paid for.
A refund is not available for problems on your side (your network, device or software), third-party software or websites, a change of mind, a partly used billing period, or a suspension or termination for a breach of the Terms of Service or the Acceptable Use Policy.
How renewals are paid
We do not charge a card or wallet automatically unless you set up automatic card payments. If you hold account credit, it pays renewal invoices automatically, so cancel a service before its next invoice if you do not want it renewed. If account credit or an automatic card payment covered a renewal for a service you had already asked us to cancel, we return that amount to your account credit.
Account credit
Funds you add to your account as credit, and overpayments we add to it, can pay any RyzenRDP invoice. Credit cannot be withdrawn, transferred or refunded, except where the law requires it.
How to request a refund
Open a support ticket in the console, or email [email protected], with your invoice number and the reason. We reply with a decision and, if a refund is due, how and when it will be paid:
- as account credit, which you can use straight away; or
- in cryptocurrency through Cryptomus, to a wallet address you give us, for the US dollar amount of the refund. Blockchain network fees can reduce the amount you receive.
Cancellations
- Cancel a service at any time from the console or with a support ticket. It keeps running until the end of the period you paid for and is not renewed.
- When that period ends, the server and its data are deleted and cannot be recovered. Copy anything you need first.
- Cancelling does not refund the rest of a paid period, except in the cases set out above.
- If you do not pay a renewal invoice, the service is suspended and later terminated, as described in the Terms of Service.