Refund Policy

1. Your 14-Day Right of Withdrawal

If you are a consumer in the EU or the UK, you have a statutory right to withdraw from a credit purchase within 14 days of the day the purchase is confirmed, without giving any reason. To withdraw, email support@cloudrig.space from your account email before the 14 days end and say which purchase you are withdrawing from; a clear statement is enough. We refund you within 14 days of receiving your notice, to the original payment method, at no cost to you.

Credits pay for a service, GPU machine time, that starts when you deploy a machine. If you deploy a machine within the 14-day withdrawal period, you expressly ask us to begin the service before the period ends. The machine time you have already used is not refunded; the credits from that purchase that are still unused are. Once all the credits from a purchase have been used, the service has been supplied in full and the right of withdrawal ends for that purchase.

The right of withdrawal is a consumer right and does not apply to purchases made for a business. It applies alongside the refund terms below, and your rights in respect of a faulty service are not affected.

2. Unused Credits

If you have purchased credits and have not used them, you may request a full refund within 14 days of the purchase date. To be eligible, the credits must remain unused at the time of your request. This also applies if we close your account for breaking the Terms of Service, except for credits from a payment that was charged back or made fraudulently.

3. Partially Used Credits

Credits that have been partially used are not eligible for a refund. Once compute time has been consumed, those credits cannot be returned. If you have a mixed balance of used and unused credits from a single purchase, we determine the unused portion on a first-in-first-out (FIFO) basis: credits are treated as consumed in the order they were added to your account, so any part of your most recent purchase not yet drawn down by usage is eligible for review under Section 2, provided the request is made within the 14-day window and is consistent with your billing history.

4. Refund to Original Payment Method

All approved refunds are returned to the original payment method used at the time of purchase. We are unable to issue refunds to a different card or account. Refunds cannot be issued as account credit to a different account.

5. Processing Time

Approved refunds are sent back to the original payment method. How long the funds take to appear in your account depends on your bank or card issuer.

6. Service Downtime Credits

If a running machine stops working because of a fault on our platform or on the GPU host it runs on, we credit the time you lost — email support@cloudrig.space with the machine ID. A deploy that never starts is not charged at all. This credit is applied directly to your account balance and is separate from the purchase refund process.

7. How to Request a Refund

To request a refund, email us at support@cloudrig.space with your account email address, the date of your purchase, and the amount you would like refunded. We review your request and reply by email. Ask before you delete your account: deleting it also deletes the credit balance.

8. Contact

For refund questions, contact us at support@cloudrig.space.