Refund Window and Basic Principles
VHVPN provides a clear refund window for eligible first-time paid orders: you may request a full, no-questions-asked refund within 7 days of your first payment. The refund window starts when the order payment succeeds and service access is activated. During this window, provided none of the exclusions in this policy apply, you do not need to cite connection speed, route location, or client experience as the reason for your request.
Refund requests must be submitted from the account associated with the order. VHVPN will review the account, order, payment record, and service usage to confirm that the requester has authority over the order. A no-questions-asked refund does not mean that order verification is waived, nor does it prevent review of prohibited use, unusual payments, or clearly excessive usage. Requests submitted after the refund window are outside this commitment, but you may open a ticket with the details for customer service to review against the order record.
Eligibility and Order Verification
The refund commitment applies to the first paid order completed on an account. Reviews are based on a successful payment record, not unpaid orders, canceled orders, or incomplete checkout records shown on the page. Monthly subscription traffic resets each month from the activation date. If an order was upgraded during its term, the upgrade difference is prorated against the remaining days, and the related payment and proration records will be reviewed together with the refund request.
After submitting a request, please pause heavy use of the service so that additional usage does not affect the review. A refund request covers only the amount actually paid for the relevant order; it does not include unpaid amounts or convert subscription benefits into cash. An order that has already been refunded cannot be used to request the same payment again, and repeated submissions will not change the original result.
Exclusions
A full no-questions-asked refund may not apply in the following situations: the request is submitted more than 7 days after the first payment; traffic has been used excessively in a short period, in a way clearly disproportionate to ordinary testing of international routes, client compatibility, or cross-border access; the account has been restricted for violating the terms of use, disrupting route operations, or sharing or reselling a subscription; the order, payment record, or requester cannot be verified; or the same order has already been refunded or the payment has been reversed by the payment channel.
VHVPN does not use a publicly stated mechanical usage threshold in place of an actual review. Excessive usage is assessed based on the order type, usage records after activation, and the timing of the request. Normal connection testing, route switching, and verification of Windows, macOS, iOS, Android, or Linux clients will not by themselves remove eligibility merely because connection operations were performed.
Request Process and Required Information
Refund requests should be submitted through the ticket entrance in the user panel. No email address is required for registration; you can access the account with a username and password. When submitting a request, open the ticket from the account associated with the order to avoid delays caused by account mismatches. The ticket must include the username, relevant order details, payment method, and information that can identify the payment record. You may provide a brief reason to help improve routes and service, but when the no-questions-asked conditions are met, the reason itself is not a requirement for approval.
After receiving the request, customer service will check the payment status, activation time, service usage, order change records, and account status in sequence. If information is missing, you will be asked to provide it through the ticket. Do not submit passwords, subscription URLs, or other account credentials on public pages. Once the review is complete, the result and next steps will be recorded in the same ticket for viewing in the panel.
Return Routes and Payment-Method Differences
Refunds are generally processed through the original payment method. For Alipay and WeChat payments, approved refunds are submitted to the corresponding payment channel for return through the original route. The actual posting time depends on the payment channel and account status. VHVPN will update the processing status in the ticket after submitting the refund. Processing by the payment channel does not mean that the request was rejected, and no fixed posting time is promised.
USDT payments cannot use exactly the same automated original-route return process as Alipay and WeChat. The requester must provide the original payment transaction record, the network used, and a wallet address that can receive the refund. After verification, VHVPN will process the refund in the original payment currency. The requester is responsible for confirming that the wallet address and network information are accurate and able to receive the corresponding asset. If the information is incomplete or inconsistent, the refund will be paused until confirmation is completed through the ticket.
If the original payment channel has closed, the account status is abnormal, or the original route cannot receive the refund, customer service will explain the available options in the ticket. Refunds for every payment method are based on the order's actual payment record and are not paid to an unrelated third-party account on someone else's behalf. If you have questions about the review result, you may continue adding payment proof and order details to the original ticket to keep the record complete.