Last updated: September 2026

Refund Policy

This policy applies to monthly subscriptions and data packages purchased through the VPNHW user panel. Before placing an order, review the plan's data allowance, reset rules, payment method, and your actual usage needs. Refund requests are handled according to payment records, account status, and this policy; verbal statements or information outside the page cannot replace order records.

Refund Window and Eligibility

A full refund may be requested within 14 days of the first payment. The submission time is the time a refund ticket is filed in the user panel. For a first-payment order within the refund window, no explanation for stopping use is required. VPNHW will verify the order ownership, payment status, and account status before processing the request.

The no-questions-asked refund commitment applies to the first completed paid order. Renewals, plan upgrades, duplicate purchases, and orders created after a completed refund are not automatically covered. If any of these orders involve duplicate charges, successful payment without service delivery, or another verifiable billing issue, a ticket may still be submitted for individual review based on the order record.

Monthly subscription data resets each month on the activation date, while the price difference for a mid-cycle upgrade is converted based on the remaining days. Data packages remain available until used and never expire. These product rules do not extend the refund window or restart a closed refund request.

Exclusions and Cases Requiring Review

Accounts that violate the terms of use, interfere with route operations, resell account benefits, repeatedly seek payment through disputes, or provide false order information are not eligible for a no-questions-asked refund. VPNHW may pause the request and complete a review using the order, payment, and service usage records in the user panel.

Normal connection testing or brief data use alone does not remove refund eligibility for a first paid order. If an account shows sustained data consumption clearly beyond functional verification, or unusual behavior involving concentrated usage followed by a refund request, the request requires further review. Used-up data packages, orders that have already been refunded, and transactions whose payment ownership cannot be confirmed are not handled as direct no-questions-asked refunds.

Connection differences caused by the user's device, operating system settings, local network environment, or third-party service rules may first be investigated through a ticket. Troubleshooting is not a prerequisite for submitting a refund request, but complete fault details help distinguish a service issue from a local configuration problem.

Application Process and Required Information

Applicants should sign in to the account used for the purchase, open the ticket entry in the user panel, select the refund-related matter, and submit a request. No email address is required; the account is identified by its username and password. To avoid refunding the wrong order, the request should include the username, order to be refunded, payment method, payment record, and a brief description of the requested resolution.

For Alipay and WeChat Pay payments, provide the corresponding transaction record. For USDT payments, provide an on-chain record that can be matched to the transaction and confirm the information needed to receive the refund. Do not submit passwords, subscription addresses, or other account credentials on public pages. If support staff need additional details, they will continue the conversation through the user panel ticket.

After submission, VPNHW will first verify the refund window, order status, payment completion, and whether any exclusion applies to the account. Complete requests that meet the policy will enter refund processing; if details are missing or the order cannot be matched, additional information will be requested in the ticket.

Refund Routes and Settlement Timing

Refunds for Alipay and WeChat Pay payments are generally returned to the original payment channel. After the refund instruction is issued, the settlement time depends on the relevant payment channel's clearing process. Users can check the refund status in the original payment account; while the payment channel is processing it, VPNHW cannot confirm the final posting time in advance.

Once refund processing is complete, the subscription benefits or remaining data associated with the order will no longer be available. If the payment channel rejects the return, support staff will explain the status in the ticket and request payment details for further review. Applicants must not initiate duplicate refunds or payment disputes for the same order through multiple channels.

USDT and Special Payment Handling

USDT transactions are completed through on-chain transfers and do not have the same automatic return-to-source mechanism as Alipay or WeChat Pay. After an eligible request is reviewed, the applicant must provide a receiving address compatible with the payment network in the ticket and confirm the address and network details. The applicant is responsible for any on-chain result caused by an incorrect address or network selection.

On-chain refund status is determined by verifiable transaction records, while settlement time depends on confirmation progress on the network used. If the transaction cannot be matched to the order, the receiving information is incomplete, or a payment dispute exists, the refund will be paused until verification is complete. For every payment method, refunds apply only to the verified order amount and do not provide exchange, transfer, or payment-on-behalf services.