If something goes wrong during your rental, contact Support promptly. We will review the problem and explain the available next step.
This article is a practical guide. The full conditions, exclusions, and mandatory-rights safeguards are in our Refund Policy, which forms part of the Terms of Use. This guide does not create different refund rules or limit rights available under applicable law.
What to do first
Tell support which rental is affected, what you expected, what actually happened, and when the problem began. Include the device and order references, selected plan, and relevant connection identifier if available. See Contact Support for guidance.
Attach a screenshot or error message if useful, removing passwords, access tokens, and unrelated personal information. Do not delay reporting an active issue simply because you cannot supply every detail. Support may ask for further information.
What support can review
A problem with access, device operation, or a feature included in your purchase can be reviewed. Support considers the delivered service, the affected period, the purchased plan, and the available evidence.
Depending on the outcome and availability, a remedy may include restoring access, another suitable device, additional time, a partial or full account credit, or a payment refund where applicable. Reporting a problem does not automatically guarantee a particular remedy.
Account credit or payment refund?
An account credit goes to your DroidDesk balance for future use. It does not return money to your card, bank, or wallet. Under the Refund Policy, a balance credit is the standard discretionary remedy for an approved rental malfunction; other remedies may apply.
A payment refund returns money through the applicable payment channel. Where a payment refund or other remedy is legally required, internal credit does not replace that entitlement. Ask support to clarify the amount and method if a decision is unclear.
Rental time and preparation
The timer starts as soon as the phone is ready after successful payment for a rental (usually 2–4 minutes) and keeps running when you are disconnected. See Rental Timer and Session Time. A service failure can still be reviewed for compensation.
Before purchasing, check the plan, included features, and required connection method. Prepare any software and account access you need. Using a browser-based access option, where offered, should not be confused with a separate requirement to configure a desktop client.
When compensation may not apply
Issues caused solely by your preparation, chosen plan, local connection, or a third-party service do not normally establish a failure by DroidDesk. Read the full exclusions and safeguards in the Refund Policy. If an advertised included feature was not delivered, explain that to support so the case can be reviewed on its facts.
Following up
Keep the support reference if one is provided and send additional evidence in the same conversation where possible. For an unresolved case or a disputed decision, use Complaints & Disputes. Information you submit is handled under the Privacy Policy.