Refund Window and Eligibility
You may request a full refund for any reason within 14 days of your first payment. Eligibility is checked against the record of your account's first successful payment. The submission time shown in the user panel ticket is used to determine whether your request falls within the window. You do not need to explain why you are dissatisfied or complete connection troubleshooting first.
Please specify which order you want refunded. Renewals, upgrades, or additional data packages purchased after your first payment do not restart the refund window. If your request involves multiple payments, list each order in the ticket so support can verify how they relate to your first payment and request. Different orders are not automatically treated as one.
Eligible and Ineligible Requests
Within the refund window above, you may request a refund for reasons such as your usage habits, access needs, or other personal circumstances, without further explanation. Importing a subscription, connecting to a route, or using some of your package data does not by itself disqualify you from a full refund for any reason. This policy sets no additional threshold for data used or number of connections.
Requests made after the refund window are not covered by the full refund commitment described above. No paid amount is available for refund on an unpaid or canceled order, or on a payment that has already been refunded. For duplicate charges, disputed amounts, or irregular payment records, you can submit a separate ticket for review.
Using more data than your package allows is a usage and service status matter; it does not create additional refund deductions. If your account is involved in conduct that violates the Terms of Service, the conduct and the order's refund eligibility should be reviewed separately. An account issue does not replace a specific explanation of the refund decision.
How to Apply and What to Include
Sign in to the user panel and submit your request on the support ticket page. We recommend using “Refund Request” as the subject and including your account username, order ID, package or data bundle purchased, payment method, and successful payment record. State clearly which order you want refunded.
No email address is required; an account can be created with a username and password. Refund discussions also take place through tickets in your account. Do not include your login password, payment password, private key, recovery phrase, or full subscription link in a ticket. If you attach a payment screenshot, hide information that is not needed to verify the order.
After submitting your request, add any further details and check replies in the same ticket to avoid duplicate records across multiple tickets. If you cannot sign in, first see the customer support page for available options. Do not post account details or proof of payment on public pages.
Refunds to the Original Payment Method and Status
Refunds are generally sent to the original payment method. Order verification, initiating a refund, and receiving the funds are separate steps; a ticket being accepted does not mean the funds have arrived. The time it takes depends on the payment provider, transaction status, and its processing procedures. This policy does not promise a fixed arrival time that has not been confirmed.
If your ticket shows that a refund has been initiated but the funds have not arrived, check the statement for your original payment account first, then describe the situation in the same ticket. Support can explain the status based on verifiable refund records. If a refund to the original method fails, the reason and available next steps should be confirmed first. You will not be asked to pay an additional fee to receive a refund.
Payment Method Details and Related Policies
For Alipay and WeChat Pay, refunds are verified against the original transaction record. The payment provider's result determines the return route and refund status. If the original payment account has an issue, describe it in your ticket so support can check whether the original method can still be used.
USDT transfers are handled differently from Alipay and WeChat Pay. An on-chain transfer cannot be assumed to be directly reversible. Before arranging a return, confirm the network, receiving address, and available method in your ticket, then verify the amount and any network fees that may apply. Do not assume an exchange rate, fee, or refund timeline.
Data packages never expire: unused data remains available until it is used. This does not extend the refund window indefinitely. See package pricing for plan charges, the Terms of Service for account use, and the Privacy Policy for how application information is handled. If you have questions about a specific order, keep your payment records and ask for verification in a ticket.