Refund Policy

First plan purchase

The guarantee applies to a user’s first base-plan purchase paid by card. A person, associated account, or payment instrument may receive it only once; upgrading from Global Standard to China Optimized, switching plans, or registering again does not restart it. Global Standard is eligible within 14 calendar days without a traffic threshold for normal personal use. Sharing, resale, automated bulk consumption, bandwidth testing, or other refund abuse is excluded.

China Optimized is eligible within 14 calendar days only if its cumulative billed usage, as shown in the user dashboard since entitlement activation, does not exceed 20GB. 20GB means 20,000,000,000 bytes: exactly 20GB remains eligible and any amount above it does not. This figure counts actual upload and download bytes 1:1, combined across every device, credential, and applicable route. Usage counts whether charged to base, add-on, promotional, or compensatory allowance.

The same 14-day guarantee applies to the first monthly, annual, or two-year purchase. If China Optimized was enabled during the window, its cumulative billed-usage condition applies; an upgrade does not extend the window. After that period, unused months are not refunded pro rata for early cancellation or change of mind.

Network compatibility and non-delivery

If, during the 14-day first-purchase guarantee, every applicable route remains unusable on an ordinary residential broadband or mobile network with a supported client and current configuration, and no working alternative remains after reasonable diagnostics, you may request a refund subject to the applicable product conditions. Confirmed duplicate charges and systemic non-delivery are handled after verification.

The compatibility guarantee excludes enterprise, campus, government, hotel, allowlist-only, or closed networks; local firewalls, MDM, parental controls, antivirus, or router configuration; unofficial or outdated clients; and region restrictions, CAPTCHAs, bans, or other controls imposed by a particular website, app, or account. We do not guarantee continuous availability on every province, carrier, network, or third-party service.

Large-scale carrier failures, network restrictions, allowlist-only access, natural disasters, or other events beyond reasonable control can last longer, and we do not promise a fixed restoration deadline. Such an event does not extend or restart the 14-day guarantee and does not create a cash-refund right for monthly, annual, or two-year orders outside that guarantee. For a verified continuing interruption, we may pause the affected service period, extend service, or provide account credit according to its scope and duration. Rights required by applicable law remain unaffected.

Renewals, add-ons, and payment methods

Automatic renewals and other later purchases do not receive the first-purchase refund guarantee. You can cancel future renewal at any time in the billing portal. Confirmed duplicate charges, renewal entitlement non-delivery, and rights required by applicable law are exceptions.

Traffic add-ons are not refundable for change of mind. Card and compatible-wallet refunds follow this policy, Stripe processor rules, and applicable law; confirmed duplicate payments and non-delivery are still reviewed.

Residential and dedicated egress

Report a quality issue with a dedicated residential IP or other assigned egress within 24 hours of assignment and before usage exceeds 500MB. We first attempt a replacement; if we cannot provide an alternative matching the product description, we determine the appropriate refund. Restrictions imposed by a third-party website or account are not treated as egress failure.

Request and processing

Submit a support ticket with the order number, issue, and necessary non-sensitive diagnostics. Once accepted for review, the related entitlement may be suspended. Eligibility uses final billed usage after processing delayed reports, not only usage visible when the ticket was submitted. We verify the payment method, associated purchases, product, usage, and order status. Refusal to diagnose, Acceptable Use violations, refund abuse, or an existing payment dispute may make a request ineligible.

A refund, service extension, and account credit cannot be collected more than once for the same event. An approved refund returns only the amount actually paid; promotional value and gifted time are not cash. Related plans, allowances, compensation, and dedicated egress are revoked. Posting time depends on the issuer and processor.