Refund Policy

Last updated: August 2026

This policy applies to monthly subscriptions and data packages purchased through PzVPN. It explains refund eligibility, verification methods, and payment return procedures. Before submitting a request, confirm that your order status and payment records are complete and available for review.

Refund Window and Scope

You may request a full, no-questions-asked refund within 60 days of your first payment. “No questions asked” means that, when the conditions in this policy are met, you do not need to prove a network quality issue or provide a detailed explanation. PzVPN will still verify the first payment date, order ownership, payment status, account usage, and whether any listed exclusions apply.

The refund window begins when the first payment is completed. Once the first-payment order passes review, the full amount actually paid for that order will be refunded. Later renewals, mid-term upgrades, additional data package purchases, and duplicate orders are not automatically covered by the first-payment refund commitment. For duplicate charges, unusual order statuses, or inconsistent payment results, submit the records through a ticket so PzVPN can verify the account history and billing details.

Eligibility Conditions

The applicant must be the actual holder of the relevant account and order. The order must be traceable in PzVPN’s billing records, and the payment must have been completed successfully. Normal testing of international routes on Windows, macOS, iOS, Android, or Linux will not by itself affect a refund request.

Account activity should be consistent with the ordinary purpose of evaluating a subscription service for personal use. During the application process, keep the account and order active, and do not intentionally delete payment records needed for verification. Once a refund is approved, the related subscription or data package benefits may be terminated, and any unused service allowance will no longer be provided.

Exclusions

A full, no-questions-asked refund may not apply, or additional verification may be required, in the following circumstances:

• The request is submitted after the 60-day refund window following the first payment;
• The account has been used for resale, shared subscription credentials, interference with route operations, or other conduct that violates the Terms of Use;
• A concentrated or excessive amount of data was used before the request, and the usage records indicate that the service was not being evaluated normally; verification is based on the allowance included with the purchased plan or data package and the actual usage records;
• Subscription services were repeatedly obtained by creating multiple accounts or repeatedly purchasing and requesting refunds;
• The order has been reversed or charged back by the payment channel, or the same payment is already involved in another dispute process;
• The applicant cannot provide enough information to confirm order ownership and the fact of payment.

Refund eligibility and account action for a violating account are reviewed separately. Service restrictions do not automatically mean that a refund will be approved. If billing records show that an amount is refundable, PzVPN will continue processing it under this policy and the payment channel’s status.

Application Process and Required Information

Log in to the user panel and submit a refund request through the ticket portal. Include your username, order number, purchased item, payment method, and payment records that can be used to verify the transaction. You may state the reason briefly, but when the no-questions-asked refund conditions are met, proof of a service fault is not required.

To protect your account, do not submit your password or subscription link in a ticket. After receiving the request, PzVPN will verify the payment status, first payment date, order ownership, data usage records, and account status in sequence. If information is missing, the ticket will request the necessary transaction evidence. The refund will not be initiated until verification is complete. The result and next steps will be sent through a ticket in the user panel.

Return Methods and Processing Times

Refunds are generally sent back through the original payment method. For payments made through Alipay or WeChat Pay, the funds will be returned to the corresponding original payment account when the payment channel supports a return to the original method. If the channel has closed the original transaction, the account status is abnormal, or a return through the original method cannot be completed, PzVPN will explain the available verification steps in the ticket. It will not require payment records unrelated to the order.

USDT payments are on-chain transactions, so the original transaction cannot be directly reversed. Once a refund is approved, the applicant must confirm the receiving address and network in the ticket. PzVPN will process the refund using the verified route. If the address or network information does not match, processing will pause until the details are confirmed.

The refund is initiated after the review is complete. The time it takes to arrive depends on the settlement progress of Alipay or WeChat Pay, or the confirmation status of the network used by USDT, so no fixed arrival time is promised. After the refund is initiated, first check the original payment account, transaction history, or on-chain status. If it does not appear after an extended period, continue the inquiry in the original ticket.