1. Which purchases qualify?
Only the first VPN pass on an account, and only within 7 days of buying it. Basic, Plus or Pro and any term all qualify.
You can use this once per account. A second or later pass, or a request made on day 8 or after, does not qualify.
For proxies, a different rule applies: an order we cannot activate is returned to your balance in full, while traffic, days or IPs that were already activated stay non-refundable.
2. How is the money returned?
As VPNPass balance, for the full price. The returned pass ends the moment the refund goes through.
That balance stays on the account: no withdrawals and no payouts to a crypto wallet. It has no expiry date, so a later pass or proxy order can use it.
3. How do I ask?
Log in and send a request from the Contact us tab in My info before the 7 days are up. If you'd like, tell us what went wrong. That feedback helps us, but leaving it out is fine.
4. My top-up never arrived
Top-ups aren't purchases, so the 7-day rule plays no part here. Payment left your wallet, yet the balance shows the old number? Open Contact us and paste the TXID (the transaction ID your wallet shows). After we find the payment on the chain, we add it for you.
Payments made with another coin, on another network, or for less than the requested amount might not be credited on their own. We review them one at a time, though we can't guarantee that every such payment can be recovered.
5. What if my account was closed?
If we shut an account down for a Terms of Service or Acceptable Use Policy violation, nothing on it is refunded.
6. When this policy is revised
Check the date at the top to see when we last revised it. A purchase is judged by the version that applied on the day you made it.