Every RiftIP account starts with a 30-day free trial, so you can test networks and locations against your own targets before you pay. Because of that, paid plans are generally non-refundable — but there are clear cases where we'll refund you or credit your account, set out below.
01When you can get a refund
- First purchase — within 7 days of your first paid order, if you've used less than 10% of the plan's bandwidth, IPs or days.
- Billing errors — duplicate charges or charges for a plan you didn't order.
- Service we can't deliver — if a location or network you paid for becomes unavailable and we can't offer a suitable alternative, we'll refund the unused portion.
- Termination without cause — if we close your account for reasons unrelated to a breach of our terms, we'll refund the unused portion of your plan.
02What isn't refundable
- Bandwidth, IPs or days already used.
- Renewals you didn't cancel before the renewal date — though you can cancel at any time to stop the next one.
- Accounts suspended or closed for breaching our Terms of Service or Acceptable Use Policy.
- Performance on specific third-party websites, which we don't control.
03Service credits
If gateway availability falls below 99.98% in a calendar month, you can claim a credit against your next invoice for the affected plan:
- Below 99.98% — 10% of that month's fee.
- Below 99.5% — 25% of that month's fee.
- Below 99.0% — 50% of that month's fee.
Claims must be made within 30 days of the end of the affected month. Credits don't apply to scheduled maintenance, events outside our reasonable control, or issues caused by your own systems, and they can't be exchanged for cash.
04How to request a refund
Email support@riftip.com from the address on your account, with your order or invoice number and a short description of the issue. We reply within 2 business days.
Approved refunds are returned to the original payment method within 5–10 business days, depending on your bank or provider.
05Chargebacks
Please contact us before disputing a charge with your bank — it's almost always faster. Accounts with an open chargeback are paused until the dispute is resolved.
06Changes to this policy
We may update this policy from time to time. The version in effect when you made a purchase applies to that purchase.