If problem happen during your rental, DroidDesk fit review the case and offer replacement device, time compensation or refund. The final decision dey depend on the cause of the problem and the particular situation.
Replacement
We fit offer a similar device if the original one become not available because of problem for the device side.
Time compensation
We fit compensate the rental time wey you lose if a confirmed problem for the device side cause the interruption.
Refund
After review, we fit offer partial or full refund if dem confirm say the problem na for the device or the service side.
When a replacement fit dey available
Device replacement fit dey available if the problem na for the device side. For example:
- The device dey show as Offline
- Person no fit connect to the device
- The device don freeze and e no dey recover
- The screen no dey load after the restart
- The device become not available because of technical reasons
- One feature wey dem list for the device no dey work
If similar device dey available, support fit offer a replacement.
When time compensation fit dey available
We fit review time compensation if you lose part of your paid rental time because of problem for the device side. For example:
- The device no bin dey available
- The connection no bin dey work because of technical problem
- The device no come back Online for a long time
- Support confirm problem for DroidDesk side or the device side
When refund or compensation fit no apply
Refund or compensation fit no dey available if no be DroidDesk or the device cause the problem. For example:
- You choose the wrong plan
- The feature wey you need no dey inside your plan
- You no install or set up the RustDesk desktop client
- Your internet connection no bin dey stable
- The VPN affect the connection
- You no prepare the login, 2FA or the access to account verification
- One third-party service block the login or ask for extra verification
- One app no dey work or e dey block remote access
- You no complete your task before the rental timer expire
Important note about the rental time
The rental time dey start immediately after the payment. If you no connect sharp sharp, the timer dey continue to count. Before you pay, make sure say:
- The RustDesk desktop client don install
- The device fit your task
- You select the correct plan
- The features wey you need dey available
- Your internet connection dey stable
How dem dey take the decision
Support dey review the following before dem take decision:
After the review, support fit offer:
- Help with the connection
- Device replacement
- Time compensation
- Partial or full refund
- Another solution based on the case
Wetin to send give support
To help us review the case, send:
- Device ID
- RustDesk ID
- Your rental plan
- Screenshot or video of the problem
- Approximate time wey the problem start
- Short description of wetin happen
Without this information, e fit hard for support to verify the problem.
Questions People Dey Ask
Fit I get refund?
Yes, if na the device or the service cause the problem. Dem dey review every case one by one.
Fit I get replacement device?
Yes, if the device no dey available or e no dey work, and suitable replacement dey available.
Dem dey compensate time if the device bin dey Offline?
Dem fit compensate if support confirm problem for the device side.
I go get refund if I choose the wrong plan?
Normally no. Check the plan and the features wey dey inside before you pay.
I go get refund if I no set up the RustDesk desktop client?
Normally no. The RustDesk desktop client must dey installed and set up before you start the rental.
Wetin I suppose do if the device no dey work?
Contact support one time and send Device ID, RustDesk ID, screenshot or video and the approximate time of the problem.
Contact support
Refunds, replacements and time compensation dey reviewed one by one. If the problem na for the device side, we fit offer replacement, time compensation or refund. If the problem na because you choose the wrong plan, RustDesk setup, your internet connection, VPN, account verification or third-party restrictions, compensation fit no dey available.