Refund Policy

Refund window and eligibility

The refund commitment applies to eligible first-payment orders. A request may be submitted during the refund window without providing an additional reason for normal service usage. VPNCF will verify the order ownership, payment status, and service records, then begin processing once the requester and the order account are confirmed to match.

Refund requests apply to orders for which payment was completed. Unpaid orders and cancelled orders that were never charged do not have a refundable amount. Requests involving duplicate charges, abnormal order status, or incorrect displayed amounts will be checked separately against payment records and will not be handled as standard experience refunds.

Monthly subscription data resets each month from the activation date, while mid-cycle upgrade differences are prorated by the remaining days. Upgrades, renewals, and later-added data packages are not part of the first payment itself and are not automatically covered by the first-payment refund commitment. Payment errors may be reviewed through a ticket. Data packages remain valid until used and do not expire; any used portion will also be checked during review.

Exclusions

The following requests are not handled as no-questions-asked refunds: requests submitted after the refund window; orders that have already been refunded; accounts restricted for violating the Terms of Use; payment sources or order ownership that cannot be verified; or records of fraudulent payments, chargeback abuse, service resale, or repeated attempts to obtain service through the refund mechanism.

For cases involving excessive data usage, unusually concentrated consumption, or a request made after usage clearly exceeds a normal evaluation period, VPNCF may decline to process the request as a no-questions-asked refund based on the order and usage records. The focus is whether the refund mechanism was abused, not ordinary connection and data usage during a normal evaluation.

If an account was used by someone else, credentials were not properly protected, or the device environment was abnormal, the order’s refund window does not automatically change. The user should first change the password and stop abnormal access, then describe the situation through the user panel. Refund processing may be paused while an order related to a Terms of Use investigation is reviewed.

Request process and required information

All refund requests must be submitted through the ticket entry in the user panel. After signing in to the relevant account, select the ticket type related to the order and clearly identify the order to be refunded. No email address is required; the account can still be accessed with a username and password to view progress.

The request should include the username, order record, original payment method, payment status, and a brief explanation. If the order page shows an issue, also describe what appears on the page and what was actually charged. Do not submit passwords, complete payment credentials, or other unnecessary sensitive information in the ticket.

If information is incomplete, the support team will request additional details in the ticket. Continue replying in the same ticket rather than creating duplicate requests for the same order. Once the order review is complete, the ticket will record the decision and the subsequent refund method.

Open the user panel to submit a ticket →

Original payment method and settlement time

After approval, refunds are generally returned through the original payment channel. Orders paid through Alipay or WeChat Pay are normally refunded through the original transaction path. Once issued, the final settlement time depends on the payment channel, account status, and its processing flow; VPNCF cannot change the channel’s settlement order.

A ticket status showing that a refund was submitted does not mean the funds have already settled in the payment account. Check the transaction record and refund status of the original payment account first. If the payment channel rejects the return, the original account has an abnormal status, or the transaction cannot be matched automatically, VPNCF will explain the items requiring further review in the original ticket.

To prevent ownership errors, refunds are generally not transferred to another payment account unrelated to the original order. The recipient cannot be changed through temporary messages without verification. If the original payment channel clearly cannot complete the return, the feasible next step will be determined from the payment records and ticket review results.

Special payment methods and processing differences

USDT orders follow a different process from Alipay and WeChat Pay orders. On-chain transactions cannot be directly reversed, so the original transaction record, network used, and receiving address must be checked before a refund. The user must confirm the address and network details in the ticket and verify their accuracy; processing will pause if the information does not match.

Once a USDT refund is submitted on-chain, the settlement status is determined by the transaction record on the relevant network. Problems caused by an incorrect address, the wrong network, or receiving-platform restrictions cannot be resolved by reversing the original transaction. To reduce errors, VPNCF processes refunds only according to verified ticket information.

Page statuses may differ between payment methods, but this does not change the refund review standard for eligible orders. Every refund result is based on the order record, payment record, and ticket decision. If you have questions about the result, continue replying in the original ticket so the full review context is preserved.