Refund Policy

1. General Provisions

VPNPay is an aggregator and marketplace that enables users to purchase digital access codes for VPN services provided by third-party providers. VPNPay is not a provider of VPN services and does not operate the infrastructure of the relevant services. All VPN services are provided directly by their respective operators and are governed by the terms of use of the relevant provider.

As the products sold on the Platform consist of digital access codes, responsibility for the operation, availability, and functionality of the VPN services rests solely with the relevant providers. Before making a purchase, the user is responsible for independently reviewing the service's terms of use and the information regarding its availability in the user's country.

2. Refund Eligibility

A refund is available only if a VPN service does not function in Russia despite the fact that the service page stated that it was available in Russia.

If the service page states that the service may be unavailable in Russia or may be subject to restrictions in that country, the purchase is made at the user's own risk and no refund will be issued.

Before making a purchase, users are advised to verify the current availability of the service, for example on the VPNLove website or through the support service of the relevant VPN provider.

3. Time Limit for Refund Requests

A refund request may be submitted within 6 days from the date of purchase of the digital code.

Once the request has been confirmed, the refund will be processed within 1 to 5 business days.

4. Refund Amount

Refunds are issued less any payment processing fees, network fees, and other transactional costs associated with the payment.

5. Refund Method

Payment by Bank Card

Refunds will be made to the same bank card or payment account used for the original payment.

Payment by Cryptocurrency

Refunds will be made to the cryptocurrency address from which the payment transaction was sent.

If the refund must be sent to a different address, the user is required to provide a valid address for receipt of the funds and to ensure that the information provided is accurate.

Cryptocurrency refunds are made exclusively in USDT on the TRC20 network.

If payment was made through a cryptocurrency exchange or a centralized financial platform, the user must provide a separate USDT TRC20 address, as the sending address and deposit address may differ.

VPNPay shall not be liable for any refund sent to an incorrectly provided cryptocurrency address.

6. Refund Procedure

To request a refund, the user must contact customer support at [email protected].

The subject line of the email should state "Refund", and the user must provide the following information:

  • the email address used when placing the order;
  • the email address associated with the account;
  • the activation code (if available); and
  • the cryptocurrency wallet address for the refund (for cryptocurrency payments), including the relevant network.

7. Exceptions

Refunds are not available for TrustZone VPN.

Contacts