Refund Policy

1. Money-Back Guarantee

At Aqua RDP, we stand behind the quality of our services. We offer a 72-hour money-back guarantee for all new customers to ensure your complete satisfaction.

72-Hour Window

Full refund available within 72 hours of initial service activation

New Customers Only

Applies to first-time customers making their initial purchase

No Questions Asked

Simple refund process without complicated requirements

Important Note: The 72-hour period begins from the moment your RDP server is successfully deployed and access credentials are provided, not from the time of payment.

2. Refund Eligibility

To be eligible for a refund under our money-back guarantee, the following conditions must be met:

Eligible Scenarios

Service Quality Issues: Server performance not meeting advertised specifications
Technical Problems: Persistent connectivity or functionality issues
Deployment Delays: Server not deployed within the promised 1-hour timeframe
Service Incompatibility: Service doesn't meet your technical requirements
Dissatisfaction: General dissatisfaction with service quality within 72 hours

Time Requirements

Refund request must be submitted within 72 hours of service activation
Account must be in good standing with no policy violations
Original payment method must be accessible for refund processing
Customer must provide reasonable opportunity for issue resolution

Good Faith Requirements

Refund request made in good faith, not to abuse the policy
No violations of our Terms of Service or Acceptable Use Policy
Cooperation with our support team for troubleshooting efforts
No excessive resource usage or abuse of service limits

3. Non-Refundable Items

The following items and scenarios are not covered by our refund policy:

Policy Violations

Accounts terminated for Terms of Service violations
Violations of our Acceptable Use Policy
Illegal activities or prohibited content
DDoS attacks originating from your server
Spam or malicious software distribution

Time Limitations

Refund requests submitted after 72 hours of activation
Services used for more than 72 hours
Renewal payments for existing customers
Services cancelled after the initial guarantee period

Third-Party Services

Software licensing fees
Third-party add-on services
External integrations or plugins
Custom configuration services

Customer-Caused Issues

Data loss due to customer actions
Server configurations that cause service disruption
Self-inflicted security compromises
Misuse of provided resources

4. Refund Process

Our refund process is designed to be straightforward and efficient:

1

Submit Request

Contact our support team via email at [email protected] or Telegram @stefancharge

2

Provide Information

Include your account details, order number, and reason for the refund request

3

Review Process

Our team will review your request within 24 hours and may attempt to resolve any issues

4

Refund Processing

If approved, refunds are processed within 3-5 business days to your original payment method

Important Details

Processing Time: Refunds typically appear in your account within 3-5 business days
Payment Method: Refunds are issued to the original payment method used
Currency: Refunds are processed in the original transaction currency
Service Termination: Services are immediately terminated upon refund approval
Data Backup: Ensure you backup any important data before requesting a refund

5. Service Credit Policy

For certain situations, we may offer service credits instead of monetary refunds:

Credit Eligibility

Minor service disruptions or performance issues
Scheduled maintenance overruns
Network connectivity problems lasting more than 1 hour
Server deployment delays beyond 2 hours

Credit Calculation

Downtime Credits: Pro-rated based on service interruption duration
Performance Issues: Up to 25% of monthly service fee
Deployment Delays: 1 day of service credit for each hour of delay
Maintenance Overruns: 2x the additional downtime in service credits

Credit Terms

Credits are automatically applied to your next billing cycle
Credits expire if not used within 12 months
Credits cannot be transferred or converted to cash
Multiple credits can be accumulated and applied together

6. Downtime Compensation

In accordance with our Service Level Agreement (SLA), we provide compensation for service downtime:

SLA-Based Compensation

Monthly Uptime	Service Credit	Compensation Type
99.0% - 99.9%	10% of monthly fee	Automatic credit
95.0% - 98.9%	25% of monthly fee	Automatic credit
90.0% - 94.9%	50% of monthly fee	Credit or partial refund
Below 90.0%	100% of monthly fee	Full refund option

Exclusions

Scheduled maintenance windows (announced 24+ hours in advance)
Downtime caused by customer actions or configurations
External network issues beyond our control
DDoS attacks exceeding our protection capacity
Force majeure events (natural disasters, government actions)

7. Dispute Resolution

If you disagree with a refund decision, we provide multiple avenues for dispute resolution:

Internal Review

Request a management review of the refund decision
Provide additional documentation or evidence
Schedule a call to discuss the situation in detail
Management review completed within 48 hours

Escalation Process

Email escalation to senior management team
Detailed case review by customer service director
Final decision provided within 5 business days
Written explanation of decision rationale

External Resolution

EU-based mediation services for GDPR compliance
Online dispute resolution platforms
Local consumer protection agencies
Legal arbitration as a last resort

8. Contact Information

For refund requests, questions about this policy, or dispute resolution, please contact us through the following channels:

Email Support

[email protected]

Primary channel for refund requests Response time: Within 2 hours

Telegram Support

@stefancharge

For urgent refund matters Available for real-time discussion

Customer Panel

panel.aquahosts.net

Submit support tickets Track refund status

When Contacting Us, Please Include:

Your account email address or customer ID
Order number or invoice reference
Detailed reason for the refund request
Any relevant screenshots or error messages
Preferred refund method (if different from original payment)

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