Help Center

Refund Policy

Our system accurately tracks accepted shares. Shares are the units of work marked as completed at your pool made by the rig.

The work expected for a rental is pre-computed at the beginning of the rental. For a normal length rental we display this as the "average hashrate." The value reflects the work received during the active length of the rental. Average hashrate is tied to the rental length. If the rental length varies through purchased extensions or a rental cancellation, we show the average during the active length and not the total length. This means that the average can show some value, but if there was remaining time in the rental that was cancelled the actual total work received does not reflect the "average hashrate". These values (Average hashrate and our internal share unit count) are used to compute the total work received when issuing any refunds.
Note that a rental is considered completed, or satisfied when the total time of the rental has elapsed and the average hashrate is 100% or above, no refunds will be issued, unless there was a gross over or understatement of the hashrate by the rig owner.

Rigs displaying the Variable Hashrate Notice may source hashpower from third-party rigs or services. These resale rigs are permitted on the platform and are subject to an enhanced refund policy in which refunds may be prorated for underperformance, interruptions, delayed starts, or other delivery issues based on the hashrate successfully delivered during the rental.

There are two components in a rental, first component is the rig, the other is the pool.
We do not offer refunds for pool related issues; as it is your responsibility to add stable, online, and working pools using the correct work difficulties for the rented rig. Utilizing our backup pool system can significantly reduces pool related hash-rate loss. We offer a pool test when you add a pool into a pool list page. If your pool information is not valid in some way it will notify you. If you are unsure why there is an error, please contact support. 
The second component to a rental is the rig. If the rig is offline for some period (shown on the graphs as orange bar and no hashrate), or if the rig consistently shows a pattern of not hashing at the advertised speed, specifically when not rented then we use that data to calculate eligibility for a refund. An offline rig means that the rig is not connected to our system. An online rig that is not working at a pool has an offline pool, and is not a offline rig.

Refunds are prorated based on the difference between the work expected for the length of the rental purchased and the shares accepted by your pool. If the rig owner extends your rental to cover for losses then that time is added to the total work received. 
We do not offer full refunds, generally speaking. A full refund can only occur if the rig was offline 100% of the time including before and after a rental and did not produce any shares at your pool. We also do not offer any sort of refund for ip address or self hosted pools.

It is expected that you provide accurate pool information to ensure the rental works. Mining Rig Rentals is not responsible for elapsed time on a rig in which bad pool information was provided, even if we do not service a support request in a timely manner.

If a refund is provided and you are the recpient of the refund it is labelled as a Credit/Refund and we may impose a temporary hold on the release of the funds to your available balance ranging from 15 minutes to 12 hours and especially if the refund was through automated means. If a refund was charged to your account, the refund ls labeled as a Deblt/Refund.

Guidelines

Active rental

If you rent a rig that shows offline status for at least 20 minutes during the first 30 minutes of the rental, the rental will be canceled and you will be refunded. This process is automatic and is based on the rig showing as offline status. The rig not hashing is not the same as being offline. If the rig is online and not hashing, it will not auto cancel, as there is likely an issue with your pool.

If more then 15 minutes have passed since the start of the rental and there is no hashrate, please open a ticket with support to request us to review the situation. Please note that some rigs may take up to 30 minutes to start. If you have some other problem during an active rental such as a rig going offline after it had been previously working and its been at least 30 minutes, or some other hashrate related problem please open a ticket with support to request us to review the situation. If you want us to cancel and refund the rental (if applicable) please indicate to us by clicking the appropriate button on the ticket page on the rental, or telling us directly in a ticket opened through the ticket support center at the top help page. Please note that we would like to give the owner of a rig a chance to rectify any situation where a reduction in hashrate is caused by a problem on their side, please consider waiting a little longer to see if they solve the problem. You may contact the rig owner to see if they can solve the problem before opening a ticket. 

Completed rental

Each rental that has completed its rental period has what we call a "12 hour post rental review period" this period allows us to review and provide support for completed rentals. We manually review all applicable rentals that had reduced hashrate within this 12 hour period and may provide a refund for any offline time, or missing hashrate in rentals for which the rig was at fault for as a service to our renters. We generally only review rentals that complete below 95% of the advertised hashrate, or have at least a few minutes of rig offline time, it is however at Mining Rig Rentals discretion when to review or provide a refund. 
Once we review the rental and determine it is eligible, we will refund exactly what you are owed as a percentage of the average hashrate, based on factors relating to rig owner issues like being offline, or low hashrate that can be determined by reviewing the hashrate of their other rentals or non rented periods. 

On your "Recently completed rentals" tab, for each rental we show a status. A rental that was provided a refund will show Refunded and the amount as a percentage refunded. A rental that is suspected as having a hashrate problem will show Pending Review, this means the rental is in our review queue in which we manually review all poorly performing rentals. Please wait up to 8 hours for us to review these rentals before opening a ticket to request a refund. When we have reviewed a rental, it will indicate Reviewed or Completed, this means we reviewed the rental but did not determine there to be a problem with the rig and is ineligible for a refund at the time of the review. If the status shows Completed Successfully, this means that the rental completed above our review threshold and is considered to have satisfied the rental contract. 

We allow up to 5% variation in hashrate (or any value at Mining Rig Rentals discretion depending on circumstances) to rigs that consistently hash at or above their advertised rates to compensate for issues that are outside of the rig owners control such as pool latency, stale shares, rejects and other pool related issues that can and often do occur. Generally speaking, a rig must provide at least 100% of its advertised hashrate in a rental in which there were no renter related pool problems. Our 5% allowance does not mean a rig should only provide 95%, a rig must on average provide 100% (as mentioned -- as per when there are no renter related pool problems). We generally, at our discretion, provide prorated refunds for any offline time that a rig has, regardless of any allowance. As such, we specifically review each and every rental and should a rented rig show a consistent pattern of marginally less than advertised then we do not apply the grace range and refund accordingly.

Should you feel that you need a refund for partially delivered hash rate and or downtime or are not satisfied with the review status, simply open a ticket for our review. Please open this ticket within 12 hours of the rental completing or we will not be able to refund you since the rig owner is then paid after 12 hours and there will be no funds for a refund: This is our rental holding period, it is assumed that after 12 hours and if there have been no disputes, the rig owner is paid as the contract is considered complete. Opening a ticket for a refund before we have completed our review may delay processing on your or others requests, please consider waiting for us to review your rental first.

Ambigious rental issues, sometimes there are issues with a rental that we can't identify due to the nature of our service. We do not host the miners, nor operate a mining pool, and are not privy to all problems that prevent successful mining. It can be difficult to assess the fault in these situations. We aim to offer a fair review regardless, but please understand these difficulties before opening tickets. 

If you are a rig owner and you delete a rig immediately after a rental, we consider this rude and hostile, we may issue a refund in favor of the renter if there were ambigious rental issues. 
If you are a rig owner and excessively open tickets before a rental has completed and complaining about refunds (that have not occured) we may assess a support charge, only open a ticket in the following: If you have a listed rig and you received a refund on a rental in which you do not agree with, please open a ticket so that we can review the situation, however we do not intend to make mistakes with refunds. If we determine the refund was invalid we will rectify the mistake, if the refund was valid please accept our review.

We provide ticket support 8am to 10PM EST/New York. If you open a ticket during our off hours, it may take some time for us to answer. Regardless we attempt to answer all tickets within 12 hours. You can review our page 'How to get support'