Refund Policy
Last updated: October 2026
This policy explains the refund commitment for VPNJo subscription services and how to apply. Applications, order checks, and follow-up are handled through support tickets in the user panel. Keep your order and payment records so the payment can be verified. For service usage rules, see the Terms of Service.
Refund Window and Scope
You may request a full refund for any reason within 14 days of your first payment. Eligibility is checked against the time your first payment was completed and the time your ticket was submitted. You do not need to prove a connection issue or complete troubleshooting before applying. Sharing details about your usage may help with the review, but is not a condition for a no-questions-asked refund.
Please specify the order involved in your request. Monthly subscriptions and data packages have different usage rules; the fact that data packages do not expire does not extend the refund window indefinitely. Requests submitted after this window are outside the no-questions-asked refund commitment stated on this page. You may still submit a ticket to review issues such as duplicate payments or irregular orders.
Eligibility and Review
You may apply within the refund window if the service does not meet your needs, your device configuration is unsuitable, or your plans have changed. Importing a subscription, testing a connection, or using data does not by itself mean you have waived your right to a no-questions-asked refund. This policy does not impose undisclosed data-use percentages, usage counts, or refund deductions.
If there is suspected excessive usage, an order ownership mismatch, or an account that may have breached the Terms of Service, usage records, order records, and the relevant terms must be reviewed separately. A general label alone is not sufficient to determine that a refund is ineligible. The same payment cannot be refunded twice. Payment records that cannot be matched require additional information for verification. If a decision is disputed, the explanation should identify the specific reasons and basis; you may request a review in the original ticket.
How to Apply and Required Information
Sign in to the user panel, open the support ticket page, and submit your refund request. Include the refund request in the subject line. In the message, provide your account username, order number, payment time, payment method, and the order you want refunded. If the order status does not match your payment record, you may attach proof of payment with unrelated information obscured.
Do not submit your account password, payment password, full subscription link, or wallet private key. You do not need to provide an email address through a support ticket. Keep the original ticket and add any supporting information there, then check for replies in the same thread to keep the review in one place. If you cannot sign in, use the account access option provided by the panel to resolve the login issue before submitting your request.
Refunds to the Original Payment Method and Differences
Refunds are reviewed against the original order and payment channel, and are returned to the original payment method where possible. For orders paid with Alipay or WeChat Pay, the corresponding transaction record must be checked. The payment channel’s records determine when a refund appears and how the account balance changes. Do not rely solely on the order status in the panel to determine whether the funds have arrived.
USDT transfers follow a different refund process from Alipay and WeChat Pay, and the original transaction cannot be assumed to be automatically reversible. To confirm a receiving address and network, check with us through the original ticket and make sure the address matches the network used. Do not transfer funds to an unverified address or make an additional payment in response to an unfamiliar message about processing a refund. If the original channel cannot complete the refund, the reason should be explained and a workable method confirmed first; the refund will not be changed to account credit or other benefits without your agreement.
Refund Tracking and Follow-up Steps
Submitting a request, checking an order, initiating a refund, and receiving the funds are separate steps. The time it takes for funds to arrive depends on the original payment channel and transaction status; this page does not promise a standard processing time. Check the refund status in your ticket. If a refund has been initiated but has not arrived, provide the original order number and the payment channel’s tracking results so the transaction can be followed up.
Once the refund is complete, check the amount returned and keep a record of the outcome. Subscription benefits associated with a refunded order will be handled according to the refund result; a refund does not mean you can continue using the original order’s benefits. If you have questions about the amount, order scope, or decision, explain your concern in the original ticket. For information about how personal data is handled, see the Privacy Policy.