1. Who can get a refund
The first plan bought on an account can be refunded if you ask within 7 days of the purchase. Any plan and any period qualify, as long as it is the first one.
This is available once per account. Plans bought after the first one, and requests made after 7 days, are not refunded.
Proxy orders follow their own rule. An order that cannot be activated is refunded in full to your balance. Traffic, days or IPs that were already activated are not refunded.
2. How the refund is paid
We return the full amount you paid to your TVPN balance. The plan ends when the refund is made.
Balance is not sent back as coins and cannot be withdrawn. You can use it for another plan at any time, since it does not expire.
3. How to ask
Log in to the dashboard and send a request from the Support tab within 7 days of buying. A short note on what did not work for you helps us improve, but it is not required.
4. Top-up problems
A top-up is not a purchase, so the refund rule does not apply to it. If a payment went through but your balance did not increase, contact us from the dashboard with the transaction ID. We check the payment record and credit your balance once the payment is confirmed.
If you sent the wrong coin, used the wrong network or sent less than the amount shown, the payment may not be credited automatically. We will look into each case, but we cannot promise funds sent this way can be recovered.
5. Suspended accounts
Accounts closed for breaking the Terms of Service or the Acceptable Use Policy are not refunded.
6. Changes
If this policy changes, the date at the top will be updated. Purchases made before a change follow the policy that was in place at the time.