REFUND POLICY

Refund Policy

Last updated: September 2026

This policy applies to cross-border network acceleration subscriptions purchased through the VPNQG user panel. Before submitting a refund request, please check the order status, payment record, and account activity. Refund reviews are based on the actual order, traffic records, and payment-channel receipt shown in the user panel.

VPNQG's refund arrangement addresses service mismatches after normal testing while preventing duplicate requests, benefit transfers, and abnormal usage. Eligible orders are refunded through the original payment path; a refund request does not require an account password or subscription link.

Refund Window and Eligible Orders

A full, no-questions-asked refund may be requested within 60 days of the first payment. The refund window begins when the payment channel confirms that the order is paid. Eligibility is based on the verifiable first paid order under the same username. A no-questions-asked refund means no personal reason is required, but the order must still meet this policy's requirements for account status, usage records, and payment ownership.

Renewals, plan upgrades, duplicate purchases, and separately purchased traffic packages do not create a new first-payment refund window. Traffic packages are standalone benefits that remain valid until used and do not expire; their order status is reviewed separately from monthly subscriptions. If an upgrade difference has been converted into remaining days, the review will consider the original order and upgrade record together to prevent the same benefit from being refunded twice.

Eligible and Ineligible Situations

A refund request may be submitted when the first paid order is still within the refund window, payment ownership is clear, the account is in good standing, and there has been no violation of the Terms of Use. Connecting to an international route or importing a subscription into a Windows, macOS, iOS, Android, or Linux client does not by itself justify denying a refund.

In the following situations, a request may not qualify for a full, no-questions-asked refund or may require additional verification:

  • The request is submitted after the 60-day refund window following the first payment;
  • Actual usage exceeds the traffic benefit included with the purchased order, or the benefit has been heavily consumed or transferred through abnormal means;
  • The account was used to resell subscriptions, conduct automated abuse, disrupt route operations, or engage in other activity that violates the Terms of Use;
  • The payment record cannot be matched to the requesting account, the order has been reversed by the payment channel, or the same order is subject to an external dispute;
  • The submitted information is clearly incomplete or inconsistent and cannot be verified through user-panel records.

Request Process and Required Information

Applicants should sign in to the user panel and submit a refund request through the ticket center. VPNQG registration does not require an email address; a username and password are sufficient. Refund verification therefore relies mainly on the username, order record, and payment proof, without requiring an email address.

The ticket should include the username, relevant order identifier, payment method, a payment-record screenshot or verifiable transaction information, and the order for which a refund is requested. A refund reason may be provided voluntarily to help locate route or client issues and does not affect eligibility for a no-questions-asked refund. Do not submit account passwords, subscription links, or other sensitive information unrelated to order verification.

After receiving the request, VPNQG will check the first payment date, order status, traffic usage, account status, and payment ownership. If information is missing, the ticket will list the items to provide; the review will continue once the materials are complete, without requiring a duplicate request.

Processing Time and Original Payment Route

Once approved, a refund will generally be returned through the original payment route. Alipay and WeChat Pay orders receive refund instructions through their respective payment channels; the actual posting time depends on channel processing, account status, and billing settlement progress. VPNQG does not make a fixed promise about the exact posting time outside the payment channel. Applicants can check the original payment account and the user-panel ticket for the result.

If the original payment route cannot receive the refund because of channel restrictions, an account-status change, or an abnormal transaction status, the ticket will explain the available verification and handling options. Applicants may not request that a refund be sent to an account unrelated to the original payment ownership, nor may they use duplicate tickets to request multiple returns for the same order.

Special Payment Methods and Disputes

USDT transactions are handled differently from Alipay and WeChat Pay. For a USDT refund, applicants must provide a verifiable record of the original transaction and confirm, in the ticket, receiving information compatible with that transaction. Because an on-chain transaction cannot be withdrawn by a payment institution after submission, applicants should confirm that the information is accurate before replying to the ticket. An on-chain result caused by incorrect receiving information cannot be handled through the reversal process used for ordinary payment channels.

Refund reviews cover order payment and subscription benefits; they do not replace route troubleshooting. If an issue comes from client import, target-region selection, or the local network environment, applicants may first request technical verification through a ticket and then decide whether to continue with the refund. Technical troubleshooting is not a prerequisite for submitting a refund request and does not change the valid refund window within 60 days of the first payment.

This policy applies together with the VPNQG Terms of Use. If the order status, payment receipt, or traffic record conflicts, the user panel's stored order data and verifiable payment-channel records will serve as the basis for handling. Policy changes will not retrospectively alter refund results that have already been approved.

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