Request Window and Refund Scope
You may request a no-questions-asked full refund within 14 days of your first payment. The successful payment time on the first payment order determines the start of the window; the support ticket record in the user panel determines when a request was submitted. You do not need to prove a connection issue or explain why you no longer use the service.
Please specify the order you want reviewed when submitting a request. Monthly subscriptions and data packages use different billing methods, so the order type will be checked accordingly. Data packages do not expire; this refers to the data validity period and does not extend the refund request window. For refund questions about renewals, duplicate payments, or upgraded orders, list each payment separately in your ticket. Later payments do not automatically restart the window based on the first payment.
Eligibility and Order Verification
Valid refund requests made within the window above are covered by the no-questions-asked full refund policy. You do not need to provide a separate reason if you have not installed a client, have connected successfully, or have used data normally. This policy does not deduct a percentage based on data used or set a usage threshold that excludes normal use from the refund commitment.
Orders outside the request window are not covered by the no-questions-asked refund commitment above. If a payment record cannot be matched, or a refund has already been completed for the same order, the details must be verified before any further action; a payment cannot simply be refunded twice. For unusual usage beyond the plan allowance or accounts suspected of violating the terms of service, relevant records should be explained and reviewed separately. A vague statement that the service was “used” is not a substitute for specific details, and a pending review is not, by itself, grounds for refusing a refund.
How to Request a Refund
Sign in to the user panel and submit your request on the support ticket page. We recommend using “Refund Request” as the ticket subject and including the order number, payment time, payment method, and the order you want reviewed. If the order status in the panel does not match the payment record, you may attach a redacted proof of payment, leaving only the transaction details needed for verification visible.
An email address is not required; a username and password are enough to create an account. Refund discussions can also take place through support tickets in the panel. Do not share your account password, payment password, or wallet private key in a ticket. Keep the original ticket and add any further details there to make the context easier to verify. If you cannot access your account, see the account information in the Help Center.
Refunds to the Original Payment Method
VPNZG supports Alipay / WeChat Pay / USDT. A refund should correspond to the original payment order and, where possible, be returned through the original payment channel to the original source of funds. Whether a refund can be returned directly through that channel depends on the status of the payment route for the transaction. If the channel cannot process a refund to the original method, explain the situation in a ticket so the available options can be verified. Funds are not automatically converted to an account balance.
For Alipay and WeChat Pay, check the original transaction record and the refund status shown by the payment channel. USDT involves an on-chain transfer, so it should not be assumed to have the same reversal mechanism as Alipay or WeChat Pay. If recipient details are needed, verify the network and address in a ticket before proceeding. The amount and handling method must be explained and confirmed first; this policy does not set an exchange rate, credited amount, or additional fee in advance.
Refund Status and Processing
Submitting a request, verifying the details, initiating a refund, and receiving the funds are separate steps. This policy does not promise a fixed time for funds to arrive before it has been confirmed. Ticket replies provide updates on processing, while the payment channel or on-chain record confirms when funds are received. If you receive confirmation that a refund has been initiated but the funds have not arrived, add the relevant records to the original ticket to continue the inquiry.
The refund outcome should identify the relevant order and refund status. If more details are needed, the requested information should be specified. If you disagree with the outcome, you may request a review in the original ticket. Once a refund is completed, the service entitlements associated with that order will be adjusted accordingly. For other service terms, see the Terms of Service; for information about data handling, see the Privacy Policy.