Last updated: September 2026
Refund Policy
This policy applies to subscription services and data packages purchased through the VPNHG user panel. It explains the scope of refund requests, review methods, and how funds are returned. Before placing an order, please check the plan allowance, reset rules, supported platforms, and payment methods. Submitting a refund request means you agree to provide the order verification details required under this policy.
Refund Window and Eligibility
A full refund may be requested without giving a reason within 60 days of the first payment. The refund window begins when the first payment order is completed. Whether a request falls within the window is determined by the order status and payment record in the user panel. This commitment applies to the first payment order and does not restart because of a device change, route change, or repeated request.
The requester must be the actual user of the relevant account and order and must be able to submit the matching order details through the user panel. Routine connection tests, platform compatibility checks, international route testing, or configuration issues encountered during use do not affect the right to request a refund within the refund window. If an issue can be resolved by adjusting the client, protocol, or route, the user may troubleshoot first or submit a refund request directly.
Exclusions and Cases Requiring Review
The following cases are not eligible for a full refund without a reason, or require additional review before a refund: the request is outside the refund window; the account has been restricted for violating the terms of use; service resources were consumed through automation, resale, credential sharing, or other unusual methods; the payment record cannot be matched to the requesting account; or the same payment has already been reversed, disputed, or refunded more than once through the payment channel.
If an account uses substantially more data in a short period than is needed for connection verification and troubleshooting, or continues intensive use after clearly requesting a refund, VPNHG may treat it as excessive data usage and review the actual delivery of the service. The fact that data packages do not expire does not change the refund window or mean that heavily used data can be refunded again. Account restrictions caused by prohibited use will be handled according to the terms of use and order records.
Request Process and Required Information
Refund requests must be submitted through the ticket entrance in the user panel. Please provide the account username, the order identifier to be refunded, the payment method used, the payment record, and a brief explanation that helps verify the issue. VPNHG registration does not require an email address, so refund verification is based primarily on the username, order status, and payment record. No unrelated account information is required.
After submission, VPNHG will verify the first payment date, order ownership, service usage, and payment status. If information is missing, the ticket will list what needs to be added. Do not start another payment dispute or submit the same request through a different channel before verification is complete. The requester can view ticket replies and the outcome in the user panel.
Original Payment Method and Settlement Time
After approval, Alipay and WeChat Pay refunds are generally returned through the original payment channel. The actual settlement status is handled by the relevant payment provider. After a refund is issued, it may first appear as processing; the final timing is based on the provider's settlement record. If the original payment channel cannot receive the refund, VPNHG will explain the verifiable next steps through the ticket and will not send funds to another account without confirming the receiving details.
The refund amount is based on the original order amount approved during review. When an upgrade occurs midway through a plan, the price difference is converted into the remaining number of days. Requests involving an upgrade record will be reviewed together with the original order, the difference order, and the current service status to prevent the same delivered benefit from being counted twice.
USDT and Special Payment Statuses
USDT payments cannot be directly reversed by a payment institution in the same way as Alipay or WeChat transactions. After approval, the requester must confirm the receiving address and corresponding network in the ticket. VPNHG will process the refund according to the verified information. Blockchain transfers generally cannot be changed once sent, so a refund will be paused when the address or network details are incomplete until the requester completes confirmation.
If a payment is incomplete, charged more than once, returned by the payment channel, or linked to an order that was not successfully created, submit the payment record for review first. Such cases may be payment-status corrections rather than refunds for a completed order. VPNHG will make a decision based on the user panel order record, payment result, and actual service delivery status, and will keep the outcome documented in the ticket.