Refund Window and Eligibility
You can request a full refund without giving a reason within 7 days of your first payment. The window starts at the time of your first successful payment and is checked against when the user panel receives your refund ticket. If you submit your request within the window, delays during review or payment processing do not make it late.
When submitting your request, identify the order you want refunded. Monthly subscriptions and data packages have different data rules, but those rules do not replace the refund commitment above. For renewals, duplicate payments, mid-cycle upgrades, or multiple orders, list each relevant transaction separately. The payment date for a later order does not restart the clock from your first payment.
Eligible Situations and Review Scope
Within the stated window, you can submit a request whether the connection experience did not meet expectations, the client was unsuitable for your environment, or you have decided to stop using the service. You do not need to complete troubleshooting or prove that you could not connect. Describing any usage issues can help with verification, but it is not a condition for a no-questions-asked refund.
Requests made after the window are not covered by the no-questions-asked full refund commitment above. Unpaid orders that have been closed do not have a refundable payment, and the same payment will not be refunded twice. If the payment status is unclear, verify the order and payment record first.
This policy does not set a threshold for automatically denying an in-window refund based on data used or excess usage. For accounts involved in a terms violation, the handling of the terms issue and the payment refund review should be explained separately. A broad violation label alone is not a refund decision; if there is a dispute, list the relevant facts and the applicable terms in your ticket.
How to Request a Refund
- Sign in to the user panel, find the order you want refunded, and check its status, payment time, and payment method.
- Go to the ticket page to submit your refund request. Include the order number, amount paid, payment time, and payment method. For duplicate payments, list each transaction separately.
- Check for replies in the same ticket and provide any necessary payment records. You may include a reason for your request. If you are also reporting a connection issue, you can include the error text shown by the client.
Do not provide your account password or full subscription address. Before uploading a screenshot, redact personal information that is not needed to verify the order; keep only the transaction details needed to match the payment. Do not post payment records or account information on public pages.
Refunds to the Original Payment Method
Refunds are generally returned through the original payment method. Alipay and WeChat Pay orders are handled based on the original transaction record, and the refund record in the relevant payment channel determines when the funds arrive. Do not ask for funds to be sent to an unrelated account in your ticket. If the original channel cannot process the refund, first verify the reason and available options in the ticket.
USDT refunds are handled differently from Alipay and WeChat Pay. An on-chain transfer cannot simply reverse the original transaction. The original payment record must first be verified, and the receiving network and address must be confirmed in the ticket before the refund is processed. Do not initiate a transfer based only on an unverified new address. Any difference in the amount received or channel fees should be explained and confirmed before processing; no fixed fee or exchange rate is promised in advance.
Refund Status and Follow-Up
Submitting a request, verifying an order, initiating a refund, and receiving the funds are separate steps. Arrival time depends on the payment channel's processing status, and this policy does not set an unconfirmed fixed timeframe. If a refund has been initiated but has not appeared yet, check the ticket reply and the original payment channel record. Do not rely on subscription status alone to determine whether funds have been returned.
To ask about progress, reply to the original ticket and include the current payment record rather than splitting the conversation across multiple requests. Any changes to order benefits or status resulting from the refund should be explained in the handling reply. See the Terms of Service for service boundaries and the Privacy Policy for information handling details. Refund discussions are based on the orders and tickets recorded in the user panel.