1. Before checkout
You can leave checkout before paying without a charge. Once payment is confirmed, the rental period begins immediately and access details become available on the private success page. Check the GPU model, price, duration, requirements, and your ability to use SSH or the listed workspace before paying.
2. When something goes wrong
If the connection details do not work, the advertised GPU is unavailable, or access ends before the paid period, contact the owner using the address on your rental page and email support@fivetoclose.cloud promptly. Include the checkout session, time of the problem, what you tried, and a screenshot or error message if you have one. Do not include passwords or private workload data. Reporting quickly helps us verify the issue while the rental is active.
3. Case-by-case review
Refund and partial refund requests are reviewed case by case. We consider whether access was provided, how long it worked, the listing description, evidence from both parties, and any applicable legal rights. A change of mind or a renter-side software mismatch does not by itself guarantee a refund. If an owner fails to provide the promised access, we may issue a full or partial refund after review; any refund required by law will be provided. We do not promise automatic credits or a fixed response time.
4. Payment reversals
Approved refunds are returned through the original payment method via Stripe, subject to payment network timing. We may reverse the owner transfer and platform fee as part of a refund. If you initiate a card dispute, we may provide the checkout and access records to Stripe and the payment network. This policy does not limit your lawful dispute or consumer rights.
5. Owners
Owners must help investigate access complaints and provide accurate connection records when requested. Repeated failures to deliver the listed machine may lead to listing suspension. Owners should not promise a refund outside the platform without coordinating it through Stripe and ShareMyGPU.