Refund Policy

General Refund Policy

RDPExtra is committed to providing reliable and high-quality services. If you experience a genuine technical issue with your service, please contact our support team so that we can investigate and attempt to resolve the issue.

A refund may be considered when:

• A valid and reasonable reason for the refund is provided.
• The issue cannot reasonably be resolved by our technical support team.
• The service does not meet the applicable specifications or conditions advertised for the purchased plan.
• The refund request complies with this Refund Policy and our Terms of Service.
• The request is submitted within the applicable timeframe set out in Section 1a (order mismatch) or Section 1b (all other cases).

Refund eligibility is determined on a case-by-case basis after reviewing the circumstances of the request. RDPExtra will notify the customer of the outcome of a refund request within 5 business days of the request being submitted with all required information (see Section 8).

Refunds will not be provided where the customer has violated the RDPExtra Terms of Service, Acceptable Use Policy, or other applicable service rules.

1a. 24-Hour Order Mismatch Guarantee

1b. General Refund Request Window

For all other refund requests not covered by Section 1a, requests must be submitted within 7 days of the purchase date, or within 7 days of the issue first occurring for problems that arise after purchase, whichever is applicable. Requests submitted after this period will not be considered, except where required by applicable law.

Non-Refundable Situations

Refunds will generally not be issued in the following circumstances:

• The customer does not know how to properly use or configure an RDP, VPS, Dedicated Server, or other purchased service.
• The issue is caused by the customer's local internet connection, device, operating system, firewall, ISP, or network environment.
• The issue is caused by third-party software, applications, websites, services, plugins, or platforms.
• A particular website, application, software, streaming service, game, platform, or third-party service does not work with the purchased server or IP.
• The customer purchased a service without first verifying compatibility with their intended application or use case.
• The customer changes their mind after purchasing the service.
• The customer no longer requires the service.
• The service is suspended or terminated because of a violation of our Terms of Service or Acceptable Use Policy.
• The purchase was made using a promotional coupon, discount code, special offer, or other promotional pricing, unless the applicable promotion specifically states that refunds are available.
• The purchase was made as part of a promotional campaign or special sale where the offer states that the purchase is non-refundable.
• The customer requests a refund because an IP address, website, or third-party platform has restricted, blocked, flagged, or changed the reputation of an IP address, where such action is outside RDPExtra's direct control.

RDPExtra does not guarantee compatibility or uninterrupted functionality with every third-party website, application, service, or platform.

Additional Services and Charges

Certain technical services may involve additional charges depending on the complexity of the request and resource availability. Additional charges may apply for:

• Windows or Linux configuration and customization.
• Operating system modifications.
• Installation or configuration of third-party software.
• Custom server configuration.
• RDP, VPS, or Dedicated Server migrations.
• Server or IP address changes.
• IP replacement requests where replacement is available.
• Custom networking or configuration requests.
• Other technical work outside the standard scope of the purchased service.

Pricing for such services will depend on the specific request, available resources, and complexity of the work. RDPExtra reserves the right to decline requests that cannot be supported or that conflict with our policies.

Prohibited Activities and Refund Eligibility

RDPExtra maintains a strict policy against illegal, abusive, fraudulent, or harmful activities. Services may be suspended or terminated, without refund, if they are used for activities including, but not limited to:

Hacking and Unauthorized Access

Brute-force attacks; unauthorized port scanning; exploiting security vulnerabilities without authorization; unauthorized access to networks, servers, systems, or accounts; distribution or operation of malware or malicious software.

Spam and Abuse

Unsolicited bulk email or spam; hosting or operating spam-related tools or scripts; abuse of email infrastructure; unauthorized SMTP or mass-mailing activity.

Fraud and Phishing

Phishing websites or pages; fake login pages; identity or payment fraud; storage or distribution of stolen credentials or financial information; any other fraudulent activity.

Cryptocurrency and Financial Abuse

Unauthorized cryptocurrency mining; unauthorized blockchain or cryptocurrency-related activities that negatively impact server resources; cryptocurrency-related fraud or unauthorized financial transactions; any activity that violates applicable financial or legal regulations.

DDoS, Botnets, and Network Attacks

DDoS or DoS attacks; participation in botnets; operating malicious botnet infrastructure; network attacks against third-party systems; deliberate abuse of network resources.

Illegal or Prohibited Content

Child sexual abuse material or exploitation content; copyrighted material distributed without appropriate authorization; cracked or pirated software; hacking tools or exploits used for unauthorized purposes; any content or activity prohibited by applicable law.

Prohibited Network Usage

Unauthorized VPN or proxy tunneling used for illegal activities; Tor exit nodes where prohibited by our network or abuse policies; activities intended to circumvent security, fraud-prevention, or access-control systems unlawfully; any activity that violates applicable laws, regulations, or our Terms of Service.

RDPExtra may monitor services for security, abuse, and network-policy violations. If prohibited activity is identified, the service may be suspended or terminated without prior notice where necessary.

Residential RDP, ISP and Proxy Services

Residential RDP, ISP RDP, Residential IP, ISP IP, and Proxy services may involve third-party network or IP resources with costs that are incurred when the service is provisioned. Therefore:

• Residential RDP, ISP, and Proxy-related fees may be non-refundable.
• Where a refund is approved, all third-party ISP, proxy, IP acquisition, and provisioning costs already incurred by RDPExtra are non-refundable in all cases and will be deducted from the refundable amount.
• IP availability and replacement are subject to inventory and provider availability.
• IP reputation, geolocation, classification, or acceptance by third-party websites cannot always be guaranteed.
• Third-party websites may independently block, restrict, flag, or reclassify an IP address.
• Issues involving residential, ISP, or proxy networks will be investigated based on the nature of the issue and the availability of the relevant provider or network.

Any applicable third-party costs will be communicated where appropriate.

Server Setup and Delivery Times

Each RDPExtra product may have a specified provisioning or setup timeframe. Customers must allow the complete advertised setup period before submitting a complaint regarding delayed delivery. For example, if a product states that setup may take up to a specified number of hours, a delay within that stated timeframe will not normally qualify for a refund.

If the advertised setup period has passed and the service has still not been delivered, customers should contact our support team so that the matter can be investigated. Refund eligibility for delayed or failed provisioning will be determined based on the circumstances of the order.

Account Credits and Auto-Renewals

Funds or account credits added to an RDPExtra account are generally non-refundable, except where required by applicable law or where RDPExtra expressly approves an exception.

For subscriptions or services using automatic renewal:

• Customers are responsible for monitoring their renewal dates.
• Customers may cancel automatic renewal before the next billing date through the available account or support options.
• If an automatic renewal payment is processed, the customer should contact support as soon as possible if they believe the charge was made in error.
• Refund requests for automatic renewal charges will be reviewed on a case-by-case basis and are subject to the request window in Section 1b.
• Where a refund is approved, applicable taxes, VAT, payment gateway charges, transaction fees, or other non-recoverable costs may be deducted, as set out in Section 9.

Cancellation and Refund Requests

Customers who wish to cancel a service or request a refund should contact RDPExtra Support before taking any other action. The customer should provide:

• Service/order number.
• Account email address.
• Reason for cancellation or refund.
• Relevant technical details or screenshots, where applicable.
• Any troubleshooting information requested by our support team.

Customers are expected to provide RDPExtra with a reasonable opportunity to investigate and resolve technical issues before requesting a refund. Refund requests submitted without first contacting support may be declined where the issue could reasonably have been resolved through technical assistance. Similarly, submitting a refund request immediately after opening a support ticket without allowing reasonable time for investigation may affect refund eligibility.

Refund Processing

Once a refund has been approved, it will normally be processed through the original payment method within 3–7 business days of approval, where technically possible.

Where a refund is processed via PayPal or a credit/debit card, a processing fee of 2.5% + $2.14 USD (or the then-current rate charged by the relevant payment gateway) will be deducted to cover non-recoverable payment gateway charges. Applicable taxes, VAT, and other transaction fees may also be deducted where applicable.

The time required for the funds to appear in the customer's account beyond RDPExtra's processing window depends on the payment provider, bank, card issuer, or payment gateway and is outside RDPExtra's direct control. RDPExtra is not responsible for delays caused by banks, payment processors, card issuers, or other financial institutions.

Abuse of the Refund Policy

RDPExtra reserves the right to decline refund requests where there is evidence of:

• Repeated abuse of refund provisions.
• Deliberate misuse of services.
• Fraudulent payment activity.
• Chargeback or payment disputes without first contacting support.
• Repeated purchases followed by refund requests after consuming or using the service.
• Attempts to obtain services without paying for them.
• Any other behavior that constitutes abuse of our services or refund process.

Chargebacks and Payment Disputes

Customers are encouraged to contact RDPExtra Support before initiating a chargeback or payment dispute.

If a customer initiates a chargeback without first allowing RDPExtra a reasonable opportunity to investigate and resolve a legitimate billing issue, RDPExtra may, at its discretion:

• Suspend or terminate the account and all associated services; and
• Decline to accept that payment method, or future orders from that account, for subsequent purchases.

This provision does not limit any rights available to customers under applicable law.

Policy Changes

RDPExtra reserves the right to modify, update, or amend this Refund Policy at any time. Changes will become effective when the updated policy is published on the RDPExtra website, unless otherwise stated.

Customers are responsible for reviewing the current version of this policy before purchasing or renewing services.

Agreement to This Policy

By purchasing or using any service provided by RDPExtra, you confirm that you have read, understood, and agreed to this Refund Policy and the applicable RDPExtra Terms of Service.

If you do not agree with this policy, please do not purchase or use RDPExtra services.