Refund Policy

1. 7-Day Money-Back Guarantee

We stand behind the quality of our VPS hosting services. If you're not completely satisfied with your new VPS, we offer a 7-day money-back guarantee for first-time customers.

1.1 Eligibility

The 7-day money-back guarantee applies to:

• First-time customers only (your first order with Rent A Route)
• New VPS service orders
• Requests made within 7 days of the original order date

1.2 What's Covered

You will receive a full refund of:

• VPS hosting fees paid for the initial billing period
• Setup fees (if applicable)

1.3 What's NOT Covered

The money-back guarantee does NOT apply to:

• Service renewals
• Upgrades or downgrades
• Additional services (extra IPs, bandwidth overages, etc.)
• Domain name registrations or transfers
• Third-party software licenses
• Custom setup or migration services
• Accounts terminated for Terms of Service violations

2. How to Request a Refund

2.1 Refund Request Process

To request a refund under our 7-day money-back guarantee:

1. Log into your client area
2. Open a support ticket selecting "Billing" > "Refund Request"
3. Provide your order number and reason for the refund request
4. Our billing team will process your request within 1-2 business days

Alternatively, you can email billing@rentaroute.io with your refund request.

2.2 Required Information

Please include in your refund request:

• Account email address
• Order number or invoice number
• Brief reason for refund (optional but helps us improve)

3. Refund Processing

3.1 Processing Time

• Review: 1-2 business days to review and approve
• Refund Issuance: 3-5 business days after approval
• Bank Processing: 5-10 business days (depending on your financial institution)

3.2 Refund Method

Refunds are issued to the original payment method:

• Credit/Debit Card: Refunded to the card used for payment
• PayPal: Refunded to your PayPal account
• Cryptocurrency: Refunded in USD equivalent to original payment method or as account credit
• Wire Transfer: Contact billing for refund instructions

4. Service Termination Upon Refund

When a refund is issued:

• Your VPS will be immediately suspended
• You will have 24 hours to retrieve any data
• After 24 hours, your VPS will be permanently deleted
• Your account will remain active for potential future orders

Important: Back up all data before requesting a refund. We are not responsible for data loss after refund issuance.

5. Renewals and Ongoing Service

5.1 No Refunds on Renewals

Renewal payments are not eligible for refunds. This includes:

• Monthly recurring payments
• Annual or multi-year renewals
• Automatic renewals

If you wish to discontinue service, you must cancel before the renewal date.

5.2 Cancellation Policy

To cancel your service:

• Cancel through your client area or contact support
• Cancellation takes effect at the end of your current billing period
• No prorated refunds for unused time
• Service remains active until the end of the paid period

6. Upgrades and Downgrades

6.1 Upgrades

When upgrading your VPS plan:

• You are charged the prorated difference for the remainder of your billing cycle
• Upgrade fees are not refundable
• The new plan takes effect immediately

6.2 Downgrades

When downgrading your VPS plan:

• Downgrade takes effect at the next billing cycle
• No credits or refunds for the current billing period
• Ensure your usage fits the new plan before downgrading

7. Prorated Refunds for Service Issues

We do not offer prorated refunds for:

• Brief service interruptions or maintenance
• Customer-caused issues (misconfiguration, software bugs, etc.)
• Third-party service failures
• Force majeure events

We may offer prorated credits or refunds at our discretion for:

• Extended outages caused by our infrastructure (exceeding 24 hours)
• Failure to deliver contracted services
• Significant performance issues caused by our hardware

8. Termination for Policy Violations

If your account is terminated for violating our Terms of Service or Acceptable Use Policy:

• No refunds will be issued
• Outstanding balances remain due
• Service is terminated immediately
• Data may not be accessible

9. Chargebacks

Important: Filing a chargeback instead of requesting a refund through proper channels may result in:

• Immediate account suspension
• Loss of access to data
• Additional fees to cover chargeback costs
• Permanent ban from our services

Please contact our billing department first to resolve any payment disputes. We're here to help!

10. Special Circumstances

10.1 Service Migration

If we need to migrate your service to new hardware or infrastructure:

• Service continues without interruption (where possible)
• If you're unsatisfied with migration results, contact support for options
• We may offer account credits for significant inconvenience

10.2 Business Closure

In the unlikely event Rent A Route ceases operations:

• We will provide at least 30 days notice
• Prorated refunds will be issued for unused service time
• You will have time to migrate your data

11. Account Credits

In some cases, we may issue account credits instead of refunds:

• Credits never expire
• Credits can be used for any Rent A Route service
• Credits are non-transferable
• Account credits may be converted to refunds upon request (subject to approval)

12. Questions and Disputes

12.1 Contact Billing

For questions about our refund policy or your specific situation:

Email: billing@rentaroute.io
Support Portal: Client Area

12.2 Dispute Resolution

If you disagree with a refund decision:

• Request escalation to a billing supervisor
• Provide detailed explanation and supporting documentation
• We will review and respond within 3-5 business days

13. Fair Use of Refund Policy

We reserve the right to refuse refunds to customers who:

• Abuse the refund policy (multiple refund requests)
• Request refunds after violating our policies
• Make fraudulent refund claims
• Use services extensively before requesting refund

14. Policy Updates

This refund policy may be updated periodically. Changes apply to new orders only; existing customers retain the refund policy in effect at the time of their order.

15. Satisfaction Guarantee Philosophy

Our 7-day money-back guarantee reflects our confidence in our services. We want you to be completely satisfied with your VPS hosting experience. If we can't meet your expectations in the first week, we don't deserve your business.