Refund Policy

Refund window and guarantee

You may request a full refund for any reason within 60 days of your first payment. The refund window is verified against the record of your first successful payment. It does not begin when you create an account, download a client, or make your first connection. A later renewal, upgrade, or additional data package does not restart the refund window for your first payment.

You do not need to prove a connection issue or complete troubleshooting before submitting a request within the window. If you wish to continue using the service but are having connection problems, you can review troubleshooting separately; troubleshooting is not a prerequisite for a refund. Clearly state that you are requesting a refund in your ticket, rather than describing an issue without specifying what you need.

Eligibility and order verification

Your request must relate to a verifiable payment order. Specify whether it concerns a monthly subscription, a data package, or an upgrade. If there were multiple payments or duplicate charges, list each one separately to help with verification. Eligible requests made within the window are covered by the full refund guarantee; no reason for use is required.

Having connected or used data does not, by itself, make you ineligible for a refund within the window. This policy does not set automatic denial thresholds based on the proportion of data used or data usage above a limit, and it does not deduct from the guaranteed refund based on unpublished usage criteria. Data packages do not expire, but that does not mean the refund window is unlimited.

Requests made after the refund window are not covered by the full refund guarantee for any reason. Unpaid, failed-payment, or already-refunded orders have no funds remaining to refund. For accounts involving policy violations or disputes over payment ownership, the account action and payment status must be reviewed separately. An account restriction alone does not determine the refund outcome; the basis for the decision should be explained in the ticket.

How to apply and what to provide

1. Sign in to the account used for payment, open the user panel ticket system, state that you are requesting a refund, and identify the order involved.
2. Provide the order number, payment date, amount paid, and payment method. If the order record in the panel does not match your payment record, you may attach a screenshot of the payment confirmation.
3. Check the verification result in the original ticket and provide any necessary details. Please continue using the same ticket where possible, so order details and progress are not split across multiple records.

Hide unrelated transactions and sensitive account details in screenshots. Do not share your account password, payment password, private key, or recovery phrase. VPNStay accounts can be created without an email address. Refund requests are verified using account and order records, so you do not need to provide an email address specifically for a refund.

Refunds to the original payment method

VPNStay supports Alipay / WeChat Pay / USDT. Where the payment channel allows refunds, Alipay and WeChat Pay transactions are refunded to the original payment method. Check the transaction details in the account used to pay. A ticket confirming that a refund has been accepted or processed may not arrive at the same time as the funds appear in your payment account.

USDT transfers follow a different process from refunds for Alipay and WeChat Pay transactions, so an automatic return to the original address cannot be assumed. If a refund is needed, the original transaction, network, and receiving address must be verified in a ticket before arrangements are confirmed. Do not use an unfamiliar address as a basis for receiving funds, and do not send additional funds to an unknown address to verify a refund.

If your original payment account has an issue or the payment channel cannot process a refund to the original method, explain the situation in the original ticket. Any available refund method must be confirmed after verification; refunds to an arbitrary recipient or through a different payment method are not guaranteed.

Refund status and next steps

The time it takes for a refund to arrive depends on order verification, payment-channel processing, and confirmation on the relevant network. This policy does not specify an unverified fixed refund timeframe. Refer to the status in your ticket and the records from your original payment channel. If the refund has not arrived, reply in the original ticket with the current status and ask for a progress check.

Subscription benefits, data, and related order status should be reviewed together when a refund is processed. If the amount, order scope, or outcome differs from your request, keep the ticket response and payment records and describe your specific concern. For information about account use and privacy practices, see the Terms of Service and Privacy Policy.