Refund policy

Ask within 14 days of your first purchase and we refund it in full. You do not have to give a reason, and we will not ask you to sit through one before we agree.

Three limits on it, none of them buried:

• One refund per customer, ever. This exists so that the guarantee cannot be run in a loop across new accounts.
• It applies to a first purchase, not to a renewal or an upgrade.
• It does not apply where the workspace was terminated for a serious breach of the acceptable use policy.

If you are a consumer you also have a statutory right to withdraw within 14 days, which would allow us to deduct a proportionate amount for the days your workspace was actually available. Inside the window we do not make that deduction — the guarantee above is what we apply, because it is simpler and it is more generous.

Monthly. Cancel whenever you like. Your workspace runs to the end of the period you have paid for and is then reclaimed. We do not refund part of a month.

Annual. Cancelling stops the plan renewing. It does not refund the remainder of the year. That is the trade for the two months an annual term saves you, and it is said again in the purchase flow before you pay.

Outside the guarantee and outside any window, these are ours to put right:

• The workspace was never delivered, or provisioning failed and we could not fix it — full refund.
• You were charged twice, or charged for something you did not order — full refund of the wrong charge.
• We terminated your workspace for something that turned out not to be your fault — refund of the unused part of the term.

• Termination for a serious breach of the acceptable use policy.
• Downtime or performance. There is no service level agreement and there are no service credits — see section 6 of the terms.
• A term you paid for and did not get round to using.
• A workspace you broke yourself. Root is the product; we will happily help you rebuild, but that is support, not a refund.
• Costs you incurred with third parties — your own model API keys, domains, or licences. We never had that money.

Email [email protected] with your order code — the short code on the workspace page in your cabinet. No form and no phone tree.

We reply within one working day. Where a refund is due it goes back to the original payment method and usually clears in five to ten working days, depending on your bank.

Paddle.com Market Ltd is the merchant of record for your purchase, so a refund is issued through it and appears on your statement from it. Approving it is our decision; making the transfer is theirs. Any tax charged is refunded in the same proportion.

Paddle.com Market Ltd may also issue a refund at its own discretion, independently of this policy. We do not control that and would not contest it on your behalf.

A failed payment is not a cancellation, and it does not delete anything straight away. The timetable is:

There is no retention period after that. The machine is reclaimed, its disk is wiped, and we keep no copy. We email you at each of the three points above, and the second one states the date.

You do not need a refund to stop paying. There is a cancel control on every workspace page, and what it does depends on what you have received. Nothing has been charged yet: the order is cancelled and that is all. You have paid but no machine has been handed to you: the full amount comes back, as account credit straight away or onto the card that paid it, whichever you pick. Your workspace is running: the renewal stops, the workspace runs to the end of the period you have paid for, and nothing is refunded for it.

Account credit never expires and is spent on any order it covers in full. It is not a substitute for a refund you are entitled to — where the money is owed to you, ask for it and it goes back to the card.

Credit you bought, rather than credit we granted you, is refundable within 14days while it is unspent: the money goes back to the card that paid for it and the balance goes with it. Once it has been spent on a workspace it is that workspace’s term that decides, under the sections above. Credit granted from a cancelled term is not exchanged back into money.

Once a workspace is shut down its disk is destroyed and nothing is recovered for you afterwards — including on the plans that include the provider’s automated backup, which is a snapshot in the provider’s systems and not a restore we undertake to run. Take a copy of anything you want first. This applies to every ending — cancellation, refund, non-payment, and a term running out.

If you are thinking about a chargeback, email [email protected] first. We would rather refund you than argue with your bank about it, and we can act in a day where a dispute takes weeks. Writing to us costs you nothing and does not affect your right to dispute the charge afterwards.

This policy is part of the terms of service, and section 19 there names the trader who owes it.

It will. We may change the guarantee, the limits on it, and the timetable in section 7, for the reasons given in section 15 of the terms — a change in the law, a change at an infrastructure provider, or a change in what the service does. The date at the top of this page says which version you are reading.

What a change never does is reach backwards. The version in force on the day you paid is the one that governs that purchase, and a refund you were already entitled to stays owed however this page is edited afterwards.