Refunds & Support

Refund Policy

Last updated: 2026-10

This page sets out the refund terms, how to request one, and where the money goes for VPNAF subscription and data pack orders. The policy applies per order and matches the wording used on the pricing page and in the help center.

A full refund can be requested within 60 days of the first payment, no reason required. The window starts when the order is paid and runs in consecutive calendar days.

Refund guarantee and time window

VPNAF offers a 60-day money-back guarantee on first-payment orders: a full refund can be requested within 60 days of the first payment. The window starts when the order is paid and runs in consecutive calendar days; it is not paused by signing in to the client or connecting to a server.

Refunds are handled per order. One order corresponds to one refund request; once the refund is complete, the subscription access and remaining data tied to that order end at the same time. Other orders on the account that have not been refunded are unaffected and stay usable.

Monthly subscriptions and data packs are covered by the same commitment. Monthly subscription data resets each month on the activation date; data packs are used until they run out and never expire. Both order types follow the same refund window and the same request process.

Cases eligible for a refund

Orders that meet the conditions below can go straight to a refund request, with no reason required:

  • it is the account's first paid order, including the first monthly subscription and the first data pack;
  • the request falls inside the 60-day window after the first payment;
  • the order was placed through the user panel on this site and paid with Alipay, WeChat or USDT;
  • the account has not been restricted for misuse.

Servers that do not perform as expected after subscribing, a client that will not connect on a particular device, a duplicate order, or the wrong data pack size all qualify for a direct request. Just include the order number; the reason field can be left blank.

Cases where a refund is not available

The following cases fall outside the refund scope, or are assessed only after usage records have been checked:

  • Requests outside the window: the window is counted from the payment time, and requests submitted after 60 days are no longer accepted.
  • Orders that are not the first payment: renewals, upgrades and additional data pack purchases are not covered by the no-questions-asked full refund; for upgrades the price difference is already prorated by remaining days, and the remaining value of such orders can be reviewed with support.
  • Data packs with all data used up: if the purchased data has already been consumed before the request, usage records are checked first; orders confirmed as fully used are no longer eligible for a full refund.
  • Accounts used in violation: where reselling or renting a subscription, sharing an account with anyone other than the account holder, or using the servers for attacks, scanning or fraud is confirmed, the account and the order are terminated together and no refund is issued.
  • Orders from unofficial channels: accounts and orders obtained through transfer, a third-party buyer, or payment made by someone other than the account holder are outside the refund scope.
  • Duplicate requests: an order that has already been refunded is not processed again.

How to apply and what to include

  1. Sign in to the user panel, open the tickets page and create a new ticket with the subject "Refund request".
  2. In the ticket, give the registered username, order number, payment method (Alipay / WeChat / USDT), payment time and the amount actually paid. Registration uses a username and password with no email address required, and the username alone is enough to locate the account.
  3. Support checks the order against the account's usage records; if anything is missing, the reply in the same ticket will say what is needed.
  4. Once the check passes, the refund is issued to the original payment channel and the result is posted in the same ticket.

A refund request is dated by the time the ticket is submitted: as long as that time falls inside the 60-day window, the request is valid, and details added later do not affect acceptance. Checking an order never requires a login password or a payment password, so please do not include either in the ticket.

Refund timing and returns to the original method

Refunds always go back to the original payment method; they are not sent to another account or switched to a different method.

  • Alipay: returned to the original paying account; progress can be tracked in your Alipay bill.
  • WeChat Pay: returned to the original paying account; progress can be tracked in your WeChat Pay bill.
  • USDT: returned to the original sending address; the original transfer record is needed in the ticket for verification, and on-chain confirmation time depends on network conditions.

The refund amount is the amount actually paid for the order. Arrival time depends on how fast the payment channel processes it; the refund is initiated once the check is complete and the result is reported in the ticket. If no record shows up in the original payment app after a while, follow up in the same ticket.

Policy updates and ticket contact

This policy may be updated as plan structures or payment channels change; the version on this page is authoritative, and the last update month is shown at the top of the page. Updates do not affect refund requests already accepted before the change.

Refund questions are handled through the ticket system in the user panel, so orders can be verified and records kept. Plan prices and data allowances are on Plans & Pricing: monthly subscriptions start at ¥9.9 with 60GB, and data packs are used until they run out and never expire. This page, together with the Terms of Service and Privacy Policy, forms the complete agreement for the service.