Refund Policy
Last updated: September 2026
This policy applies to cross-border network subscription services purchased through VPNNE. Before making a payment, please review the usage rules for monthly subscriptions and data plans. After a refund request is submitted, VPNNE will review it based on the order status, payment records, account activity, and this policy.
Eligibility
An account that has completed its first payment and submits a request within the refund window may request a refund under this policy. The refund window is calculated from the successful payment record for the relevant order. The requester must be the actual user of the account associated with the order and must be able to provide enough information to verify the order and payment channel.
Monthly subscription data resets each month on the activation date; data plans remain available until used and never expire. These usage rules do not extend the refund window. Once a refund request enters review, VPNNE may temporarily restrict further data consumption under the relevant order to prevent new usage records during the review. After approval, the benefits of the related subscription or data plan will end and can no longer be used for international route access.
Exclusions
Requests submitted after the refund window, or requests concerning renewals, upgrade price differences, repeat purchases, or other orders that were not the first payment, are not covered by the first-payment refund commitment. The same order cannot be submitted for a second refund after a refund has been completed.
VPNNE may deny a refund if an account shows data usage clearly beyond what is reasonably needed to verify the service, concentrated consumption of purchased data, subscription resale, sharing or public disclosure of subscription details, interference with route operations, or misuse of transaction information. Accounts restricted for violating the terms of use are also excluded from the refund-without-cause arrangement.
A request based only on changes to a target website's access rules, changes in regional content, device system restrictions, or local network issues may still be submitted within the refund window, but the review will consider the actual order and usage records. VPNNE does not treat continued access to any particular website as an additional promise beyond this refund policy.
Request process and required information
The requester should sign in to the user panel and submit a refund request through a ticket, including the account username, relevant order identifier, payment method, payment record, and reason for the refund. If the issue concerns connectivity, also describe the platform used, the affected application, selected region, and time of occurrence to help distinguish local network, client configuration, and international route issues.
Payment proof only needs to retain the information necessary for this transaction; unrelated details may be covered. Do not submit your account password in a ticket. If information is incomplete, the order cannot be attributed, or the payment record cannot be matched, the review will wait for additional details. Requests that remain incomplete for an extended period may be closed and can still be resubmitted under the conditions of the original refund window.
After VPNNE completes verification, the review result will be provided in the ticket. Continuing to use data before refund processing is complete may change the account activity status considered during the review, so related subscriptions should no longer be used after submission.
Return methods and settlement timing
Payments made through Alipay or WeChat will generally be returned through the original payment channel after approval. The actual posting time depends on the payment channel's processing status, and VPNNE does not promise a fixed settlement time. If the original channel is closed, the transaction status is abnormal, or the channel refuses the return, the requester must confirm a verifiable alternative arrangement through the original ticket.
USDT payments do not offer the same return-through-original-channel mechanism as Alipay or WeChat. After approval, the requester must confirm in the ticket an address that can receive the refund and its corresponding network. Incorrect address or network information may make the assets unrecoverable, so VPNNE will verify them again before processing. On-chain settlement depends on network confirmation status; price changes from fiat conversion are not grounds for adjusting the refund amount.
To protect transaction security, refunds will not be sent to a recipient who cannot be reasonably linked to the requesting account and payment records, nor will the refund destination be changed based only on off-site messages. All additional information and processing results are governed by the ticket record in the user panel.
Review disputes and policy enforcement
If the requester disagrees with the review result, order records, payment proof, or an explanation of account activity may be added to the original ticket for another review. Creating multiple tickets with the same content will not change the review order. If a payment-channel dispute is being handled, VPNNE may wait for the channel's conclusion before continuing the refund process.
This policy applies together with the terms of use. If a refund request involves account violations, transaction impersonation, or subscription resale, it will be handled primarily according to account and payment records. Policy changes will not shorten a refund window that already qualifies; each request is governed by the policy in effect when payment was made and the ticket review record.