1. Overview
This Refund Policy explains when and how you may receive a refund for services purchased from RDPCORE DC LTD (“RDPCore”, “we”, “us”). This policy forms part of our General Terms and Conditions and should be read alongside them.
We want you to be satisfied with our services. If something isn’t right, please contact our support team at support@rdpcore.com before requesting a refund — we may be able to resolve the issue for you.
2. Money-Back Guarantee
2.1 Eligible Services
We offer a fifteen (15) day money-back guarantee on the following services:
- VPS Hosting (Starter, High-Performance, Enterprise)
- Web Hosting (cPanel, WordPress)
- Application Hosting (pre-configured VPS plans)
If you are not satisfied with your service for any reason, you may request a full refund within fifteen (15) calendar days of the initial service activation date.
2.2 Conditions
- The money-back guarantee applies to first-time purchases only. If you have previously received a refund under this guarantee, subsequent orders are not eligible.
- The guarantee is limited to one claim per customer (per individual or entity), regardless of the number of accounts or services ordered.
- The refund covers the base service fee only. Any add-on services, additional IP addresses, or setup fees purchased alongside the service are excluded.
- To qualify, you must submit your refund request within the fifteen (15) day window. Requests received after this period will not be honoured under the money-back guarantee.
We reserve the right to refuse a refund request where we reasonably believe the service has been used for abuse testing, benchmarking, temporary usage, or any activity inconsistent with normal intended use during the refund period.
All refund requests are subject to review and approval at our sole discretion, in accordance with this policy.
2.3 How to Request
To request a refund under the money-back guarantee, please submit a support ticket through your client portal or email support@rdpcore.com with the subject line “Refund Request” and include your account details and the service(s) you wish to cancel.
3. Non-Refundable Services
The following services and items are not eligible for refund under any circumstances, including the money-back guarantee:
- Domain name registrations, renewals, and transfers — once a domain is registered or renewed with the registry, the transaction is irreversible and the fee is non-recoverable.
- Colocation services — due to the physical setup, resource allocation, and facility preparation involved.
- Setup fees and one-time charges — these cover administrative or provisioning work already performed.
- Account credit balances — credit loaded to your account is non-refundable but remains available for use against future invoices.
- Additional IP addresses — once allocated from our RIPE/IPXO pool.
- Backup storage add-ons — once provisioned.
- Software licences — including cPanel, Plesk, or any third-party licence purchased through us.
- Services terminated for policy violation — no refunds will be issued where a service is suspended or terminated due to a violation of our Terms, Acceptable Use Policy, or any applicable law, regardless of the time remaining in the billing period.
4. Cancellation and Pro-Rata Refunds
4.1 Cancellation Process
You may cancel any service at any time through your client portal. When cancelling, you may choose:
- End of billing period: Your service remains active until the current billing cycle expires. No refund is issued.
- Immediate cancellation: Your service is terminated immediately. No pro-rata refund is provided for the unused portion of the billing period, except where required by law. Immediate cancellation may result in immediate and irreversible deletion of your data. You are responsible for taking backups prior to requesting cancellation.
4.2 Annual and Multi-Month Plans
If you have paid for a quarterly, semi-annual, or annual billing cycle and wish to cancel before the end of the paid period, no pro-rata refund is provided outside of the fifteen (15) day money-back guarantee window. No partial or pro-rata refunds will be provided unless explicitly stated in this policy or required by applicable law. We encourage you to use monthly billing if you are unsure about long-term commitment.
4.3 Downgrade
If you downgrade to a lower-tier plan mid-cycle, the price difference is not refunded for the current billing period. The new lower price will apply from the next renewal date.
5. Statutory Rights
5.1 UK Consumer Contracts Regulations 2013
If you are a consumer (an individual acting outside of your trade, business, or profession) located in the United Kingdom, you have a statutory right to cancel a distance contract within fourteen (14) days of entering into it (the “cooling-off period”) under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
However, by placing an order and requesting immediate activation of your service, you acknowledge and consent to the service being provided before the end of the cooling-off period. In accordance with Regulation 36(1), you may lose your right to cancel once the service has been fully performed. Where the service has been partially performed, you may still cancel but will be liable for a proportionate amount reflecting the service provided up to the point of cancellation.
Our fifteen (15) day money-back guarantee exceeds the statutory minimum and is offered as a goodwill measure. It does not replace or limit your statutory rights.
5.2 EU Consumer Rights
If you are a consumer located in the European Union, similar cooling-off rights apply under Directive 2011/83/EU. The same acknowledgement regarding immediate service provision applies. Our money-back guarantee is provided in addition to, and does not limit, any mandatory consumer rights under your local law.
6. Service Credits (SLA)
Service credits issued under our Service Level Agreement (SLA) for downtime or service failures are separate from refunds. SLA credits are applied as account credit toward future invoices and are not paid out as cash refunds. Please refer to our SLA for details on eligibility and calculation of service credits.
7. Refund Method and Timing
7.1 Method
Approved refunds will be processed using the original payment method where possible:
- Card payments (Stripe): Refunded to the original card. Please allow 5–10 business days for the refund to appear on your statement, depending on your bank.
- Bank transfer: Refunded to the originating bank account. Please allow 5–15 business days depending on your bank and jurisdiction.
- Account credit: If the original payment method is no longer available (e.g., expired card), the refund may be issued as account credit at our discretion.
7.2 Processing Time
We aim to process all approved refund requests within seven (7) business days of approval. Refund timelines begin from the date of approval, not the date of request. Complex cases (e.g., involving chargebacks, fraud investigations, or disputes) may take longer. We will keep you informed of any delays.
7.3 Currency
Refunds are issued in the same currency as the original payment. We are not responsible for any exchange rate differences between the time of payment and the time of refund.
8. Disputes and Chargebacks
We strongly encourage you to contact us before initiating a chargeback or payment dispute with your bank or payment provider. In most cases, we can resolve billing concerns quickly and issue a refund where appropriate.
If you initiate a chargeback without first contacting us, your account may be suspended and an administrative fee may apply, as outlined in our General Terms and Conditions (Section 7.7). Initiating a chargeback may also result in permanent account restriction or refusal of future service.
9. Exceptional Circumstances
We may, at our sole discretion, offer refunds or credits outside of the terms described in this policy in exceptional circumstances, including but not limited to:
- Prolonged service outages not covered by our SLA;
- Billing errors on our part;
- Duplicate charges;
- Services that were never provisioned or activated due to a fault on our side.
Any such refund is offered as a goodwill gesture and does not create a precedent or obligation for future requests.
10. Changes to This Policy
We may update this Refund Policy from time to time. Changes will not apply retroactively to orders placed before the effective date of the change. Material changes will be communicated at least thirty (30) days in advance.
11. Contact
For refund requests or billing enquiries:
- Support: support@rdpcore.com
- Client Portal: Submit a support ticket with subject “Refund Request”