Money-back guarantee

We want a customer who tries a virtual desktop for real work and finds it is not the right fit to be able to walk away without losing money. We do not want to run a free, disposable Windows machine with a dedicated IP for anyone who wants one for a few days. The guarantee is written for the first kind of customer, and the conditions exist to keep the second kind out.

What the guarantee is

One refund of the monthly price paid, on a customer's first virtual desktop order, requested within fifteen days of the sign-up date, returned to the original payment method.

The conditions

• One refund per customer, ever. The same person or organization, address, payment method, telephone number or connection counts as the same customer, whatever name the account is opened under.
• First order only. Upgrades, additional desktops, re-orders after a cancellation and second accounts are not covered.
• The account must be in good standing: no unpaid invoice, no suspension, no open abuse report and no chargeback or payment dispute.
• The request must come from the account holder, by support ticket from the client portal or by email from the address on the account to [email protected], and must include the reason for the cancellation.
• We may ask for verification of identity and of the payment method before a refund is issued, in particular where the sign-up details, the payment details and the connection the desktop was used from do not match.
• Refunds go to the original payment method only, never to another card, another account or as store credit, and are processed within three business days of verification.

When there is no refund

• The desktop or the account was suspended or terminated for breach of the acceptable-use rules in the terms of service. This voids the guarantee for the whole account, whatever the timing.
• The desktop was used to route, proxy, tunnel, relay or anonymize traffic - as a VPN or proxy endpoint, a Tor node, a residential-IP or IP-rotation service, or in any other way that lends its dedicated IP address to traffic that does not originate from the desktop's own interactive use.
• The desktop was used for mass mailing, automated account creation, credential testing, scraping at scale, ad, affiliate or click fraud, cryptocurrency mining, or any other activity listed as prohibited in the terms of service.
• The desktop moved more than 50 GB of traffic during the guarantee period. Ordinary desktop use does not come close to that figure; relayed traffic does.
• A chargeback or payment dispute was filed instead of a refund request. A dispute closes the account and forfeits the guarantee.
• Domain-name charges, third-party software or licensing bought separately, and any setup fee are not refunded.

After fifteen days

There is no contract and no minimum term. Cancel whenever you like; the desktop stays available until the end of the period you have paid for and nothing further is charged. The cancellation policy sets out the notice and timing.