Refund Policy

Last updated: August 2026

Refund window and eligibility

You may request a full, no-questions-asked refund within 14 days of your first payment. The refund window begins when the relevant order is paid and the service is activated. It applies to first-payment orders that meet this policy's requirements. You do not need to provide additional proof of ordinary differences in experience, but you must submit enough information to identify the order and payment record.

Non-first-payment orders, renewal orders, and price differences caused by an upgrade during an active term are outside the scope of the no-questions-asked refund commitment above. An upgrade difference is calculated based on the remaining days. If an order involves duplicate charges, an incorrect amount, or a service that was not activated correctly, you may still submit a ticket for review. VPNIG will handle it according to the actual order record.

Data packages are provided for use until depleted and do not expire. A data package order may be submitted for review under this policy if it is a first-payment order and remains within the refund window. An order outside the refund window does not become eligible automatically merely because its data package has not been fully used.

Exclusions and cases requiring further review

To keep the refund rules focused on normal service evaluation and order corrections, the following situations are not eligible for a no-questions-asked refund or require further review before a decision:

• The request is submitted after the refund window, and the order has no duplicate charge, activation failure, or other verifiable billing issue.
• Traffic was consumed heavily or in excess before the request, in a manner clearly inconsistent with the normal purpose of checking connections, routes, and client compatibility.
• The account was restricted or terminated for violating the Terms of Use, disrupting route operations, reselling a subscription, or engaging in other prohibited conduct.
• The order, payment proof, and account details cannot be matched, or the submitted information contains clear contradictions that require additional verification.
• The same user repeatedly requests a first-payment refund through new accounts, resulting in repeated use of the refund policy.

VPNIG does not set a publicly stated fixed trial-traffic threshold. For cases involving unusual traffic consumption, the decision will consider the order type, activation time, usage records, and request details rather than relying on a single factor.

Request process and required information

Refund requests should be submitted through the ticket page in the user panel. To reduce follow-up checks, include your username, relevant order, payment method, payment record, and the order item for which you want a refund in the same ticket. No email address is required; the account can be identified through the username and order information.

You may provide a brief reason for the refund. This helps determine whether a connection or billing issue should be addressed first and does not affect an eligible first-payment order's request for a full, no-questions-asked refund. If the amount, time, or order status in the payment record cannot be matched, support staff will request additional payment proof through the original ticket. Do not create duplicate tickets with the same content, as this can split the order records.

After a request is submitted, VPNIG will first check whether the order is a first-payment order, whether it is within the refund window, and whether the account falls under any exclusion listed in this policy. The review result, requests for additional details, and refund status will all be provided through the original ticket in the user panel.

Refund amount and settlement details

For orders that meet the requirements for a full, no-questions-asked refund, the refund is processed for the amount actually paid for that order. Once a refund request is approved, the service benefits associated with the order may be terminated, and unused subscription traffic or data package balance will not be retained. If the request concerns only a duplicate charge or billing-record error, only the verified abnormal portion will be processed, without affecting other valid orders.

After completing its review, VPNIG submits the refund to the relevant payment channel. Settlement status and timing depend on the payment channel, on-chain confirmation status, and receiving-account conditions, so processing may vary by method. You can check the submission status in the original ticket. If the payment channel shows completion but the account record has not updated, add the relevant transaction record to the original ticket for further review.

Payment-method handling

Payments made through Alipay or WeChat are generally returned through the original transaction route. Keep the original payment record and ensure that the relevant receiving account can accept the refund normally. If the payment channel rejects the original return route, VPNIG will explain the verifiable processing status and the information required next in the ticket.

USDT transactions cannot be reversed in exactly the same way as Alipay or WeChat payments. After a request is approved, the original transaction record, on-chain information, and refund receiving address must be checked in the ticket before the return is submitted. On-chain status, network processing, and address accuracy can affect final settlement, so review every submitted detail carefully. Any on-chain result caused by an incorrectly entered address must be handled separately based on verifiable transaction records.

This refund policy does not change the transaction rules of Alipay, WeChat, or USDT. If a payment-channel record or on-chain record temporarily differs from the order system, the decision will be based on the verifiable order, payment records, and final transaction status.