> Runsite refund policy for a prepaid balance with hourly billing. The unused part of your first top-up is refundable within 14 days.

# Refund Policy

Last updated: September 11, 2026

Contents

1. [1\. How Billing Works](#how-billing-works)
2. [2\. 14-Day Refund of Unused Balance](#guarantee)
3. [3\. EU Right of Withdrawal](#eu-withdrawal)
4. [4\. How to Request a Refund](#how-to-request)
5. [5\. Stopping Services and Closing Your Account](#stopping-services)
6. [6\. Charges Already Incurred](#usage-charges)
7. [7\. Payment Disputes and Chargebacks](#disputes)
8. [8\. Complaints](#complaints)
9. [9\. Exceptions](#exceptions)

## 1\. How Billing Works

Runsite does not sell subscriptions. You top up a prepaid account balance, and paid services draw on that balance by the hour, pro rata, while they are running. Current plans and prices are published on our Pricing page at runsite.app/pricing, and the full billing terms are in Section 7 of our Terms of Service.

* Top-ups are processed by our payment processor, who acts as Merchant of Record and issues your invoices and receipts.
* Every new account receives a one-time starting credit of €5, valid for 30 days. The starting credit is not a payment, is spent before your paid balance, and is never refundable.
* Static Sites are not billed and never draw on your balance or starting credit.

This policy therefore covers money you have paid into your balance: when the unused part of it can be refunded, and which charges cannot be.

## 2\. 14-Day Refund of Unused Balance

If you are not satisfied with Runsite for any reason within 14 days of your first top-up, contact us and we will refund the part of that top-up that is still unused on your paid balance — no questions asked.

* The refundable amount is the unused part of your first top-up at the time we receive your request. Hourly charges already deducted for the time your services ran, and other charges already incurred, are not refunded.
* Because the starting credit is spent before your paid balance, the credit itself is never part of a refund.
* The guarantee applies once per customer and only to the first top-up on an account. Later top-ups are not covered, except under the EU right of withdrawal in Section 3.
* Once the refund is approved, the refunded amount is removed from your balance. Paid services that the remaining balance cannot cover are stopped, as described in Section 7 of our Terms of Service.

## 3\. EU Right of Withdrawal

If you are a consumer resident in the European Union or European Economic Area, you have a statutory right to withdraw from a distance contract within 14 calendar days of a top-up, in accordance with the EU Consumer Rights Directive (2011/83/EU), without giving any reason.

Please note: if you expressly request that we begin providing services before the withdrawal period ends, for example by starting a deployment or running a paid service, you pay for the services provided up to the moment you withdraw. The refund is the amount of that top-up less the charges for those services, which is the same unused amount described in Section 2.

To exercise your right of withdrawal, contact us at support@runsite.app before the 14-day period expires. We will send you an acknowledgement and process any applicable refund promptly.

## 4\. How to Request a Refund

To request a refund under the 14-day refund of unused balance or the EU right of withdrawal, email us at support@runsite.app with the following information:

* The email address associated with your Runsite account.
* The date and amount of the top-up you want refunded.
* A brief reason for the refund (optional, but helpful for us to improve).

We will confirm receipt of your request within 2 business days. Because our payment processor acts as Merchant of Record, approved refunds are processed by our payment processor and returned to the original payment method used for the top-up. Processing typically completes within 5–10 business days; the exact timeline may vary depending on your bank or card issuer.

## 5\. Stopping Services and Closing Your Account

There is no subscription to cancel. Hourly charges for a service stop when you delete that service in the dashboard, and you can set a monthly spending limit that pauses services automatically when it is reached.

Deleting services or closing your account does not by itself trigger a refund. Unused paid balance is refundable within the 14-day window in Section 2 or under the EU right of withdrawal in Section 3\. Outside those cases, remaining balance is not refunded, except where applicable law requires otherwise.

## 6\. Charges Already Incurred

Refunds do not apply to charges already deducted from your balance, including but not limited to:

* Hourly charges for the time your paid services were running.
* Storage used in excess of a plan's included quota, and object storage.
* Email sent above the included monthly quota.
* Bandwidth or egress charges where applicable.

These charges reflect infrastructure resources that have already been consumed and cannot be recovered. If you believe a charge is incorrect, contact us at support@runsite.app within 60 days of the charge and we will investigate.

## 7\. Payment Disputes and Chargebacks

If you have a billing issue or believe you have been charged incorrectly, please contact us at support@runsite.app before initiating a chargeback with your bank or card issuer. Because payments are handled by our Merchant of Record, we will work with them to investigate and resolve the issue. Most billing issues can be resolved quickly and directly.

Initiating a chargeback without first contacting us may result in temporary account suspension while the dispute is under review. We reserve the right to recover legitimate charges through the dispute resolution process provided by our payment processor (Merchant of Record).

## 8\. Complaints

If you are not satisfied with the outcome of a refund request or have any other complaint regarding our billing or service, you may submit a formal complaint to support@runsite.app. Please include 'Formal Complaint' in the subject line along with a clear description of the issue.

* We will acknowledge your complaint within 2 business days.
* We aim to provide a full resolution within 14 business days. If additional time is needed, we will notify you with an estimated timeline.
* If your complaint is not resolved to your satisfaction, you may escalate it to the relevant consumer authority in your EU/EEA country of residence.
* EU residents may also use the European Commission's Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr to seek an out-of-court resolution.

## 9\. Exceptions

We reserve the right to decline a refund request in the following circumstances:

* The request is submitted more than 14 days after the first top-up and does not qualify as a statutory EU right of withdrawal.
* The account has been suspended or terminated due to a violation of our Terms of Service or Acceptable Use Policy.
* Repeated use of the 14-day refund across multiple accounts.
* The request relates solely to charges already incurred, or to the starting credit.

In all cases we will notify you by email with the reason for our decision. If you are an EU consumer and believe our decision is incorrect, you may contact your national consumer protection authority or use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

---

Source: https://runsite.app/refund