Refund Window and Eligibility
You may request a full, no-questions-asked refund within 7 days of your first payment. The refund window is based on the record of your first successful payment. Submit a ticket within this period. You do not need to cite connection failures, speed issues, or other usage-related reasons. If you wish, you may describe your experience in the ticket to help improve the service.
Provide the relevant order for review for both monthly subscriptions and data packages. A subsequent payment, renewal, or mid-cycle upgrade does not restart the refund window for the first payment. Requests made after this window fall outside the no-questions-asked refund policy described above. You may still submit a ticket for issues such as duplicate charges or an order status that does not reflect a successful payment.
Data Usage and Order Review
Monthly subscription data resets each month on the activation date. The price difference for a mid-cycle upgrade is converted into remaining days. Data packages remain available until used and do not expire. These billing rules are used to review orders; they do not change the refund window after the first payment or mean that a data package can be refunded at any time.
This policy does not set a usage-percentage limit or a deduction threshold for excess use. Normal connections, downloading a client, or having used data do not automatically disqualify a request for a full, no-questions-asked refund within the refund window. If you have questions about data usage records, you may attach a screenshot of your account page to help with the review.
If an account is involved in a policy violation, a payment irregularity, or a dispute over order ownership, the relevant facts must first be verified. An account restriction alone does not automatically invalidate a refund request. If a case cannot be handled through the standard process, explain the basis and proposed next steps in your ticket. Unpaid orders, and closed orders with no charge, have no paid amount to refund. Amounts already refunded will not be refunded again.
Request Process and Required Information
- Sign in to the user panel, review your order history, and confirm the order, payment date, and payment method.
- Go to the ticket portal to submit a refund request. Include the order number, payment amount, payment date, and payment method. If the order status does not match the payment record, you may attach proof of payment.
- Watch for replies to your ticket. If more information is needed, reply in the same ticket to preserve the request date and complete review history.
No email address is required; a username and password are enough to create an account. You can also handle refund communications within your account. Do not submit your account password, payment password, wallet private key, or recovery phrase. Keep only the information needed to verify this payment in any supporting documents, and redact anything else.
Refunds to the Original Payment Method
Payments made through Alipay or WeChat Pay are generally refunded through the original payment channel to the original payment account. Keep the original transaction record and avoid confusing the refund with other orders. If the original channel cannot process the refund, explain why in a ticket first and confirm a workable alternative with the requester. Refunds will not be redirected to an account balance without agreement.
Refunds for USDT transfers work differently from Alipay and WeChat Pay; the original transaction cannot be assumed to reverse automatically. Before processing, the original transaction, network, and receiving address must be checked through a ticket. Arrange the refund after confirmation. Do not assume that an exchange's withdrawal address can receive a refund. If fees or settlement details apply, explain the proposed handling first and obtain the requester's confirmation.
Refund Tracking and Follow-Up
Request submitted, review completed, refund sent, and funds received are different statuses. The time it takes for funds to arrive depends on payment channel processing or on-chain confirmations; this policy does not promise a fixed arrival time. After a refund is sent, check the ticket outcome, original payment statement, or on-chain transaction record.
If you cannot yet find the funds, reply in the original ticket with the relevant order details rather than submitting another request. Once the refund is complete, service benefits for the refunded order will end. Check your current service arrangements before requesting a refund. For account, billing, and usage rules, see the Terms of Service; for information about personal data handling, see the Privacy Policy.