If a problem happens during your rental, DroidDesk may review the case and offer a device replacement, time compensation, or a refund. The final decision depends on the cause of the issue and the specific situation.
Replacement
A similar device may be offered if the original is unavailable due to a device-side issue.
Time compensation
Lost rental time may be compensated if a confirmed device-side issue caused the disruption.
Refund
A partial or full refund may be offered after review if the issue was confirmed to be on the device or service side.
When a replacement may be available
A device replacement may be available if the issue is on the device side. For example:
- The device goes Offline
- The device cannot be connected
- The device is frozen and does not recover
- The screen does not load after reboot
- The device is unavailable for a technical reason
- A listed device feature does not work
If a similar device is available, support may offer a replacement.
When time compensation may be available
Time compensation may be reviewed if you lost part of your paid rental time because of a device-side issue. For example:
- The device was unavailable
- Connection did not work because of a technical issue
- The device did not come back Online for a long time
- Support confirmed an issue on the DroidDesk or device side
When refund or compensation may not apply
Refund or compensation may not be available if the issue was not caused by DroidDesk or the device. For example:
- You selected the wrong plan
- The feature you needed was not included in your plan
- You did not install or configure the RustDesk desktop client
- Your internet connection was unstable
- VPN affected the connection
- You did not prepare account login, 2FA, or verification access
- A third-party service blocked login or requested extra verification
- An app is not supported or blocks remote access
- You did not complete your task before the rental timer expired
Important note about rental time
Rental time starts immediately after payment. If you do not connect right away, the timer still continues. Before payment, please make sure:
- The RustDesk desktop client is installed
- The device fits your task
- You selected the correct plan
- The required features are available
- Your internet connection is stable
How the decision is made
Support reviews the following before making a decision:
After review, support may offer:
- Help with connection
- Device replacement
- Time compensation
- Partial or full refund
- Another solution depending on the case
What to send to support
To help us review the case, please send:
- Device ID
- RustDesk ID
- Your rental plan
- Screenshot or video of the issue
- Approximate time when the issue started
- Short description of what happened
Without this information, it may be difficult for support to verify the issue.
FAQ
Can I get a refund?
Yes, if the issue was caused by the device or service. Each case is reviewed individually.
Can I get a replacement device?
Yes, if the device is unavailable or not working and a suitable replacement is available.
Is time compensated if the device was Offline?
It may be compensated if support confirms a device-side issue.
Will I get a refund if I selected the wrong plan?
Usually no. Please check the plan and included features before payment.
Will I get a refund if I did not configure the RustDesk desktop client?
Usually no. The RustDesk desktop client should be installed and configured before starting the rental.
What should I do if the device does not work?
Contact support immediately and send Device ID, RustDesk ID, screenshot or video, and the approximate time of the issue.
Contact support
Refunds, replacements, and time compensation are reviewed individually. If the issue was on the device side, we may offer a replacement, time compensation, or refund. If the issue was caused by the wrong plan, RustDesk setup, your internet, VPN, account verification, or third-party restrictions, compensation may not be available.