Refund Policy
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This policy explains the refund scope, review process, and return method for DvVPN subscription services. Before submitting a request, check the order status, payment method, and account activity.
Refund Window and Eligibility
You may request a full, no-questions-asked refund within 30 days of your first payment. The refund window starts when the first-payment order is completed, and the submission time is based on the support ticket record in the user panel. Normal connection logs or limited data usage do not affect your ability to submit a request during the refund window.
This guarantee applies to the account’s first paid order. Renewals, repeat purchases, price-difference orders created by mid-term upgrades, and payments made again by an account that has already received a refund do not create a new first-payment order or restart the refund window. Monthly subscription data resets each month from the activation date; data packages remain available until used and never expire. These product rules do not extend the refund request period.
Exclusions
Requests submitted after the refund window generally do not qualify for a no-questions-asked full refund. If an account violates the Terms of Use, including by reselling an account or subscription, disrupting route operations, using abnormal methods to consume excessive data, attacking service infrastructure, or providing fraudulent payment credentials, DvVPN may deny the refund after reviewing the records and restrict the related account.
For connection differences caused by device settings, system permissions, the local network environment, or the rules of the destination service, we recommend troubleshooting through a support ticket first. Troubleshooting does not limit your right to request a refund within the refund window, but you must still provide enough information to identify the order. Orders already reversed, charged back, or refunded through a payment channel will not be refunded again.
How to Apply and Required Information
All refund requests must be submitted through the support ticket entry in the user panel. Include your username, the relevant order identifier, payment method, payment record, and the order you want refunded. You may state a reason, but for a first-payment order submitted within the refund window, providing a specific reason is not required for the request to be accepted.
After submitting a request, keep the account and order information intact and do not create duplicate tickets for the same refund matter. If the order details cannot be matched, the payment record is incomplete, or there is uncertainty about the USDT return address, DvVPN will request additional information in the original ticket. Reply in the same ticket to avoid interruptions caused by scattered records during review.
Refunds to the Original Payment Method and Processing Time
Once approved, refunds are generally sent back through the original payment method. Alipay payments are returned to the corresponding Alipay transaction, and WeChat Pay payments are returned to the corresponding WeChat Pay transaction. After the payment channel completes processing, the actual posting time depends on that channel and the account status; DvVPN makes no additional guarantee about the payment channel’s internal processing time.
If channel restrictions prevent the original transaction from being refunded directly, the ticket will explain the available processing method and ask you to verify the required information. Refund status is determined by the payment channel record and the ticket outcome. If you find any inconsistency in the refund details, add the transaction record to the original ticket so it can be checked further.
How USDT Payments Are Handled Differently
After a USDT transaction receives on-chain confirmation, it cannot be directly reversed by the payment platform in the same way as an Alipay or WeChat Pay transaction. Once approved, the refund will be processed in the currency and amount actually received for the original order and sent to the wallet address provided in the ticket and verified.
You are responsible for confirming the wallet address, the corresponding network, and the receiving requirements. Once an on-chain refund is sent, it generally cannot be reversed. If the address or network information is unclear, processing will pause until the details are confirmed. If incorrect information provided by the applicant prevents the funds from being credited, submit verifiable records through the original ticket; DvVPN will handle subsequent checks based on the on-chain result.