Refund Policy

Refund window and eligibility

A full, no-questions-asked refund may be requested within 60 days of the first payment. This commitment applies to the order associated with the first payment, giving new users a reasonable opportunity to confirm route performance, platform compatibility, and everyday usability. The refund window begins when the first payment succeeds and a valid order is created.

Monthly subscription traffic resets each month on the activation date. Traffic packages remain available until used and never expire. Whether the purchase is a monthly subscription or a traffic package, the request must include identifiable order details so the payment record, activation time, and actual usage can be checked. Any difference from an upgrade is converted into remaining days; refund requests involving an upgrade are reviewed against both the original order and upgrade record to prevent duplicate returns.

Eligible cases and review principles

Within the refund window, a first-payment refund request may enter review when routes do not match the current network environment, the client has compatibility issues, subscription import fails, or the experience does not meet personal needs. No complex evidence is required, but the situation should be described accurately so the order owner can be confirmed and configuration errors ruled out.

A refund request will not require changing routes, reinstalling a client repeatedly, or submitting extensive technical materials as a condition. If the issue may be resolved by updating the subscription, switching to an international route, or adjusting client settings, support staff may offer troubleshooting suggestions; users may still request a refund when this policy permits. Troubleshooting and refund review are independent, and accepting troubleshooting is not required to submit a request.

Ineligible cases

Requests submitted after the refund window will not be handled as no-questions-asked refunds. If the traffic included with an order has exceeded the relevant plan allowance, or a traffic package has been fully used, the request is outside the reasonable scope for evaluating the service experience and will be assessed separately against the order and usage records.

Repeatedly creating accounts under the same user, purchasing repeatedly and requesting refunds, using the refund process to obtain ongoing service, or publicly reselling or sharing subscription credentials for profit is not eligible for a no-questions-asked refund. For accounts restricted due to violations of the terms of use, 93VPN may pause refund processing and review the relevant records. Payment disputes, repeated chargebacks, or requests where order ownership cannot be confirmed must first complete payment verification.

Differences caused by local networks outside the client, device systems, third-party platform policies, or regional content rules do not necessarily indicate a route problem. However, as long as the first-payment order remains within the refund window and meets the eligibility requirements, a request may still be submitted under this policy.

Request process and required details

A refund request should be submitted through the ticket entry in the user panel. To avoid matching the wrong order, provide the registered username, the order to be refunded, the payment channel, the transaction identifier shown in the payment record, and a brief reason for the request. Do not submit personal information unrelated to order verification.

After receiving the request, support staff will check the first-payment date, order status, payment result, traffic usage, upgrade records, and whether the account has violated the terms of use. If details are missing, the ticket will list the order information that must be added; until order ownership is confirmed, the refund will not be sent to the payment channel for processing.

Once approved, the ticket status will record the result. Users can continue checking progress in the panel and should not submit multiple requests for the same order. If a request is denied, the reply will explain the relevant policy basis or the records that still need verification.

Return method and settlement details

Refunds are generally returned through the original payment path. For orders paid through Alipay or WeChat Pay, the refund will follow the original transaction path when the channel permits it and the order details are complete. The actual posting time depends on the payment channel’s processing status; after 93VPN submits the refund, users can confirm the result using the ticket record and transaction details in the original payment account.

USDT payments are subject to on-chain transfer mechanics and do not use the traditional original-path refund process for Alipay or WeChat Pay. The requester must verify the original payment record in the ticket and confirm the on-chain details that can receive the refund as instructed in the reply. Once the details are confirmed and the transfer is completed, settlement status is determined by the relevant network’s on-chain record. Do not submit duplicate requests or temporarily change the receiving details before verification is complete.

If a payment-channel return fails, the original transaction has an abnormal status, or the channel requires additional verification, the refund will be paused until the issue is resolved. 93VPN will not convert a refund into another plan or traffic package unless the user clearly chooses to adjust the order in the ticket; a refund and an order adjustment will not be carried out at the same time.

Policy scope and record retention

This policy applies together with the terms of use to 93VPN monthly subscriptions, traffic packages, and related orders. Refund review uses only the account, payment, and service records needed to process the order. A username and password are used to access the account; registration does not require an email address. Users should protect their login information and subscription credentials to avoid usage records becoming impossible to distinguish if credentials are exposed.

If payment-channel rules change, the actual return steps will follow the method the channel can support when the request is made. The commitment that a full, no-questions-asked refund may be requested within 60 days of the first payment remains unchanged. For specific order outcomes, refer to the order record and ticket reply in the user panel.