Refund Policy

General Refund Policy

RDPextra aims to provide reliable, high-quality services. If you have a genuine technical issue with your service, please contact our support team. We will look into it and try to fix it.

A refund may be considered when:

• You give a valid and reasonable reason for the refund.
• Our technical support team cannot reasonably fix the issue.
• The service does not match the specifications or conditions advertised for the plan you bought.
• The request follows this Refund Policy and our Terms of Service.
• You submit the request within the time limit in Section 1a (order mismatch) or Section 1b (all other cases).

We decide refund eligibility case by case, after we review the facts of the request. RDPextra will tell you the result within 5 business days after you submit the request with all required information (see Section 8).

We do not give refunds if the customer has broken the RDPextra Terms of Service, Acceptable Use Policy, or other service rules.

1a. 24-Hour Order Mismatch Guarantee

1b. General Refund Request Window

For all other refund requests not covered by Section 1a, you must submit the request within 7 days of the purchase date. If the problem starts after purchase, you must submit it within 7 days of the issue first occurring. Use whichever applies. We will not consider requests made after this period, except where the law requires it.

Non-Refundable Situations

We generally do not give refunds in these cases:

• The customer does not know how to use or set up an RDP, VPS, Dedicated Server, or other purchased service.
• The issue comes from the customer's local internet connection, device, operating system, firewall, ISP, or network.
• The issue comes from third-party software, apps, websites, services, plugins, or platforms.
• A website, app, software, streaming service, game, platform, or third-party service does not work with the purchased server or IP.
• The customer bought a service without first checking that it works for their planned use.
• The customer changes their mind after purchasing the service.
• The customer no longer needs the service.
• The service is suspended or ended because the customer broke our Terms of Service or Acceptable Use Policy.
• The customer bought with a promo coupon, discount code, special offer, or other promotional price. The exception is when the promotion clearly says refunds are available.
• The purchase was part of a promotion or special sale, and the offer says it is non-refundable.
• The customer asks for a refund because an IP address, website, or third-party platform has restricted, blocked, flagged, or changed the reputation of an IP address, and RDPextra does not control that action.

RDPextra does not guarantee that every third-party website, app, service, or platform will work, or work without interruption.

Additional Services and Charges

Some technical services may cost extra, depending on how complex the request is and what resources are free. Extra charges may apply for:

• Windows or Linux setup and customization.
• Operating system changes.
• Installing or setting up third-party software.
• Custom server setup.
• RDP, VPS, or Dedicated Server migrations.
• Server or IP address changes.
• IP replacement requests, where a replacement is available.
• Custom networking or setup requests.
• Other technical work outside the normal scope of the purchased service.

The price for these services depends on the request, the available resources, and how complex the work is. RDPextra may decline requests that it cannot support or that conflict with our policies.

Prohibited Activities and Refund Eligibility

RDPextra has a strict policy against illegal, abusive, fraudulent, or harmful activity. We may suspend or end a service without a refund if it is used for activities that include, but are not limited to:

Hacking and Unauthorized Access

Brute-force attacks; unauthorized port scanning; exploiting security weaknesses without permission; unauthorized access to networks, servers, systems, or accounts; spreading or running malware or malicious software.

Spam and Abuse

Unsolicited bulk email or spam; hosting or running spam tools or scripts; abuse of email systems; unauthorized SMTP or mass-mailing activity.

Fraud and Phishing

Phishing websites or pages; fake login pages; identity or payment fraud; storing or sharing stolen credentials or financial information; any other fraud.

Cryptocurrency and Financial Abuse

Unauthorized cryptocurrency mining; unauthorized blockchain or cryptocurrency activity that harms server resources; cryptocurrency fraud or unauthorized financial transactions; any activity that breaks financial or legal rules.

DDoS, Botnets, and Network Attacks

DDoS or DoS attacks; taking part in botnets; running malicious botnet systems; network attacks on third-party systems; deliberate abuse of network resources.

Illegal or Prohibited Content

Child sexual abuse material or exploitation content; copyrighted material shared without permission; cracked or pirated software; hacking tools or exploits used for unauthorized purposes; any content or activity the law prohibits.

Prohibited Network Usage

Unauthorized VPN or proxy tunneling used for illegal activity; Tor exit nodes where our network or abuse policies prohibit them; activity meant to get around security, fraud-prevention, or access-control systems unlawfully; any activity that breaks the law, regulations, or our Terms of Service.

RDPextra may monitor services for security problems, abuse, and breaches of network policy. If we find prohibited activity, we may suspend or end the service without prior notice where needed.

Residential RDP, ISP and Proxy Services

Residential RDP, ISP RDP, Residential IP, ISP IP, and Proxy services may use third-party network or IP resources. Their costs are incurred when the service is set up. Therefore:

• Residential RDP, ISP, and Proxy fees may be non-refundable.
• If a refund is approved, all third-party ISP, proxy, IP acquisition, and setup costs that RDPextra has already paid are non-refundable in all cases. We will deduct them from the refund amount.
• IP availability and replacement depend on stock and on what the provider has available.
• We cannot always guarantee IP reputation, geolocation, classification, or acceptance by third-party websites.
• Third-party websites may block, restrict, flag, or reclassify an IP address on their own.
• We will look into issues with residential, ISP, or proxy networks based on the type of issue and on the availability of the provider or network.

We will tell you about any third-party costs that apply, where appropriate.

Server Setup and Delivery Times

Each RDPextra product may have a stated setup time. Customers must allow the full advertised setup time before they complain about late delivery. For example, if a product says setup may take up to a set number of hours, a delay within that time will not normally qualify for a refund.

If the advertised setup time has passed and the service has still not been delivered, please contact our support team. We will look into it. We decide refund eligibility for late or failed setup based on the facts of the order.

Account Credits and Auto-Renewals

Funds or account credits added to an RDPextra account are generally non-refundable. The exceptions are where the law requires a refund, or where RDPextra clearly approves one.

For subscriptions or services that renew automatically:

• Customers are responsible for keeping track of their renewal dates.
• Customers may cancel automatic renewal before the next billing date through their account or support.
• If an automatic renewal payment is taken, the customer should contact support as soon as possible if they think the charge is a mistake.
• We review refund requests for automatic renewal charges case by case. They are subject to the request window in Section 1b.
• If a refund is approved, we may deduct taxes, VAT, payment gateway charges, transaction fees, or other non-recoverable costs, as set out in Section 9.

Cancellation and Refund Requests

Customers who want to cancel a service or request a refund should contact RDPextra Support before doing anything else. The customer should provide:

• Service/order number.
• Account email address.
• Reason for cancellation or refund.
• Relevant technical details or screenshots, if any.
• Any troubleshooting information our support team asks for.

Customers should give RDPextra a reasonable chance to look into and fix technical issues before they request a refund. We may decline a refund request if the customer did not contact support first and the issue could reasonably have been fixed with technical help. In the same way, a refund request sent right after opening a support ticket, without reasonable time for us to investigate, may affect refund eligibility.

Refund Processing

Once we approve a refund, we will normally process it through the original payment method within 3–7 business days of approval, where this is technically possible.

If we refund a credit or debit card payment through Stripe, we will deduct a processing fee of 2.5% + $2.14 USD, or the rate the payment gateway charges at that time. This covers payment gateway charges we cannot recover. We may also deduct taxes, VAT, and other transaction fees where they apply.

After RDPextra has processed the refund, the time for the funds to reach the customer's account depends on the payment provider, bank, card issuer, or payment gateway. RDPextra does not control this. RDPextra is not responsible for delays caused by banks, payment processors, card issuers, or other financial institutions.

Abuse of the Refund Policy

RDPextra may decline refund requests where there is evidence of:

• Repeated abuse of the refund rules.
• Deliberate misuse of services.
• Fraudulent payment activity.
• A chargeback or payment dispute without first contacting support.
• Repeated purchases followed by refund requests after using the service.
• Attempts to get services without paying for them.
• Any other behavior that abuses our services or refund process.

Chargebacks and Payment Disputes

We ask customers to contact RDPextra Support before they start a chargeback or payment dispute.

If a customer starts a chargeback without first giving RDPextra a reasonable chance to look into and fix a real billing issue, RDPextra may, at its discretion:

• Suspend or end the account and all related services; and
• Refuse to accept that payment method, or future orders from that account, for later purchases.

This provision does not limit any rights customers have under the law.

Policy Changes

RDPextra may change, update, or amend this Refund Policy at any time. Changes take effect when the updated policy is posted on the RDPextra website, unless we say otherwise.

Customers are responsible for reading the current version of this policy before they buy or renew services.

Agreement to This Policy

When you buy or use any service from RDPextra, you confirm that you have read, understood, and agreed to this Refund Policy and the RDPextra Terms of Service.

If you do not agree with this policy, please do not buy or use RDPextra services.