Refund Window and Eligibility
You can request a full refund for any reason within 30 days of your first payment.The refund window is based on the date of your account's first successful payment, not the date you downloaded a client, imported a subscription, or first connected. Submit your request through the user panel within the window and keep a record of your ticket.
You may explain that the service does not suit your needs, that your experience with the routes did not meet expectations, or that you no longer need the service. You do not need to prove a connection failure first. Requests submitted within the window remain eligible even if subsequent verification or payment processing extends beyond it.
VPNAudio offers monthly subscriptions and data packages that never expire. The no-expiration term for a data package refers to how long the data remains usable; it does not extend the refund request period indefinitely. Renewals, upgrades, or additional data package purchases do not restart the first-payment refund window.
Eligibility Limits and Unusual Orders
This policy does not impose prorated deductions for data already used or additional usage thresholds. A normal connection, importing a subscription, or using data included in a plan is not, by itself, grounds to deny a full refund requested within the window. Monthly subscription data resets each month on the activation date; data packages remain usable until their data is used up. These usage rules are assessed separately from the refund window.
Requests made after the 30-day window from the first payment are outside the scope of this guarantee. A refund cannot be issued twice for the same payment. For an order that has not been paid successfully, verify its payment status first; it cannot be handled as a paid order.
Unusual usage beyond the order's entitlements, payment disputes, or accounts that violate the Terms of Service require review of the order and relevant records. Account restrictions and refund decisions should be explained separately. A vague label such as “unusual activity” is not a substitute for specific reasons, and no unpublished data deduction standards will be introduced.
How to Request a Refund
Sign in to the user panel and submit a refund request through the ticket portal. Add any supporting information to the same ticket where possible, so that the review is not split across separate records. No email address is required; sign in with your account username and password.
- Identify the order you want refunded and provide its order number, payment date, and payment method.
- If the payment record and order status do not match, provide a payment receipt or transaction record, redacting personal information that is not needed for verification.
- Check the ticket replies, provide any necessary details, and confirm how the subscription or data package entitlements will be handled.
Do not include your account password, full subscription link, payment password, or wallet private key in a ticket. If you cannot sign in, check the available support channels on the Customer Service page. Do not send order details to contact channels you cannot verify.
Refund Route and Payment Methods
Refunds are generally returned to the original payment source. Orders paid through Alipay or WeChat Pay are processed through the original transaction channel. If that channel cannot process the refund directly, explain the reason in a ticket and confirm the alternative route before proceeding. Refunds are not automatically converted to account balance or transferred to another recipient.
USDT refunds are handled differently from Alipay and WeChat Pay and require verification of the original transaction, network used, and receiving address. Confirm only the necessary details through the official ticket system, and check that the network and address match before submitting them. This policy does not specify an exchange rate or additional fee. Any channel-specific details requiring confirmation will be explained before processing.
Processing and Follow-Up
Request review, refund submission, and receipt of funds are separate stages. This policy does not guarantee a fixed arrival time; timing depends on payment provider processing, the status of the original transaction, and whether the required information is complete. Check the ticket replies alongside the original payment channel's transaction records, rather than treating a page status update as proof that funds have arrived.
If a ticket says the refund has been submitted but the funds have not arrived, add an update to the original ticket so the status can be tracked. Once a refund is completed, the service entitlements for that order end. If you want to continue using VPNAudio, first check whether your account still has an active subscription or data package. A refunded order should not be treated as an active entitlement.