Refund Policy

An account credit restores an amount to your DroidDesk balance for use on the Platform. It is not a payment back to your bank account, card, or cryptocurrency wallet.

A payment refund returns money through the applicable payment channel. Eligibility, processing requirements, and timing can differ from those for an account credit.

Our standard remedy for an approved rental malfunction is a credit to your DroidDesk balance. Depending on the issue, we may also offer additional rental time or a replacement device. This standard remedy does not replace a payment refund or another remedy when required by applicable law or binding payment-provider rules. Where a remedy requires your agreement, we will obtain it.

Contact us if a device was not prepared, could not be accessed, did not work, or stopped providing the purchased service during the rental. We also review duplicate charges, incorrect charges, and payments for which no corresponding service or balance credit was delivered.

Please report an active rental problem promptly so we can investigate while the issue is occurring. Include the order or transaction reference, device ID, RustDesk ID if applicable and available, selected plan, approximate time and time zone, a description of what failed, and any relevant screenshots or error messages.

We review the purchased plan, the service actually delivered, the affected period, relevant connection and transaction records, and the evidence you provide. We distinguish a failure to deliver a purchased feature from a limitation disclosed before purchase.

The outcome may include restoring access, a suitable replacement device if available, additional rental time for a confirmed service interruption, a full or partial balance credit, or a payment refund when applicable. Neither replacement availability nor a particular remedy is guaranteed before review, except where a remedy is required by applicable law. A failure of a feature expressly included in the purchased plan is eligible for review. Our response will identify the remedy and the amount or affected period. We will explain a rejected request and how to ask for further review.

A discretionary refund or credit is not normally available solely because you changed your mind after receiving the service, allowed the rental to expire, did not use available rental time, made a user error, or used the service contrary to our Acceptable Use Policy.

Choosing a plan without the feature you need, not preparing the required connection software, problems with your own connection or VPN, or not having access to your account verification methods do not normally qualify on their own. The required connection method must be disclosed before purchase; a RustDesk setup requirement applies when that is the specified access method.

We do not promise that a third-party website or application will accept a device, IP address, account, login, or verification attempt. A third-party restriction, carrier routing decision, IP change, or issue outside our control does not by itself establish a failure by DroidDesk.

These exclusions do not apply to the extent the purchased service was misdescribed, was not delivered as agreed, or applicable law requires a remedy. A policy violation does not automatically remove non-waivable refund rights.

Rental time starts as soon as the device is ready for you, usually 2–4 minutes after successful payment for the rental, even if you have not connected yet. Disconnecting or closing the remote-access client does not pause the timer. This concerns a purchased rental, not merely adding funds to your account. See Rental Timer and Session Time.

A running timer does not prevent review of time lost because DroidDesk or the device failed to deliver the purchased service. Check the rental duration, required access method, and features before purchasing. Unless the offer states otherwise or applicable law requires otherwise, ending or abandoning a rental early does not automatically create an entitlement to reimbursement for unused time.

If DroidDesk ends a rental for operational reasons, you may request review of the undelivered service. If access is restricted for suspected misuse, the outcome of the review and any refund request will be assessed separately under the facts, applicable law, and payment rules.

A balance top-up and a device rental are separate transactions. Unused purchased balance is not automatically refundable under our discretionary policy. You may request a review, including where a top-up was duplicated, recorded incorrectly, or cannot be used because the service was not provided.

Promotional credits, bonuses, and free rental time have no cash redemption value unless the offer or applicable law states otherwise. Any expiry or usage restrictions must be disclosed in the relevant offer. We do not treat an internal credit as proof that a legally required payment refund has been completed.

Where a payment refund is due, we normally process it through the original payment method, subject to the payment provider's procedures. If that method cannot receive the refund, we will explain the available lawful alternatives and any verification needed. Do not send card security codes, passwords, seed phrases, or private keys to support.

For cryptocurrency payments, we will explain the approved amount, asset, destination verification, and any applicable network-fee treatment before processing. No fixed exchange rate or instant settlement is promised. Any deductions must be disclosed and permitted by applicable law and payment rules.

Submit routine requests through Contact Support. If the issue remains unresolved or requires formal review, use Complaints & Disputes.

We review requests individually and may request information needed to verify the transaction or investigate the problem. We will communicate the outcome and, for an approved payment refund, the expected processing timeframe available from the payment provider. Bank, card-network, and blockchain settlement times may differ from our processing time. Any mandatory response or refund deadline takes precedence.

Please submit your request promptly. This policy does not introduce a shorter deadline than any non-waivable right available to you.

Depending on your location, status as a consumer, and the nature of the purchase, you may have statutory cancellation, withdrawal, conformity, or reimbursement rights. Starting a rental does not by itself establish that those rights have been waived.

Where immediate performance requires an express request, consent, acknowledgement, or confirmation, DroidDesk must obtain it through the relevant purchase flow. Any deduction for service already supplied or exception to withdrawal rights applies only where its legal conditions are satisfied.

You may ask us to reconsider a decision through Complaints & Disputes. Our support process does not prevent you from exercising rights available through your payment provider, regulator, or competent court. Please tell us about an existing payment dispute so that we can avoid duplicate reimbursements.

Updates apply prospectively, subject to applicable law and the terms governing your purchase. They do not retroactively remove an accrued refund entitlement.

Operator: DroidDesk Labs LLC, 3000 El Camino Real #4, Palo Alto, CA 94306, USA.