Refund Window and Scope
A full refund may be requested within 7 days of the first payment. The refund window begins when the first payment succeeds and the service is activated. Requests must be submitted through the user panel within the refund window; the ticket submission time determines eligibility.
The first payment includes the initial activation of a monthly subscription or the first purchase of a traffic package. Renewals, repeat purchases, plan upgrades, and additional traffic do not automatically create a new no-questions-asked refund window. Monthly subscription traffic resets each month on the activation date. For a mid-term upgrade, the price difference is converted into remaining service days; any related refund is reviewed together with the original order, upgrade record, and remaining service status.
Eligible and Ineligible Situations
A request submitted within the refund window may proceed to a full-refund review when the order is in normal status and the account has not violated the Terms of Service. The reason can be brief; the reason itself is not grounds for rejecting an otherwise valid request.
The following situations are not eligible for a no-questions-asked full refund: the request is submitted after the refund window; actual monthly subscription usage exceeds the traffic included in the purchased plan; a traffic package has been substantially used; the account is restricted for violating the Terms of Service, unusual transactions, fraudulent payment, or refund-abuse; or the same order has already been refunded or entered a payment dispute. Normal use that does not exceed the included traffic is not, by itself, grounds for rejection.
When a refund request involves an unauthorized payment, duplicate order charge, or abnormal payment status, TnVPN will review the order and payment records separately rather than applying the general usage-based assessment.
Request Process and Review Information
Submit a refund request through the ticket page in the user panel. Include your username, relevant order details, payment method, and a brief explanation of the request. No email address is required. If the order status cannot be matched directly, additional transaction details from the payment record may be requested. Please redact sensitive information unrelated to the review.
After submission, TnVPN will verify payment completion, service activation time, plan or traffic package usage, upgrade records, and account status. If information is incomplete, the ticket will request additional materials. Continue replying in the same ticket to prevent review records from being split across duplicate requests.
Refund Route and Settlement Timeline
Payments made through Alipay or WeChat will, in principle, be returned to the original payment channel after approval. The actual settlement time depends on the payment channel's clearing process, account status, and any required security review. TnVPN's confirmation in the ticket that a refund has been initiated does not mean the funds have already been credited.
If the original payment channel cannot receive the refund, the requester must cooperate in the ticket to verify an available processing method. To prevent funds from being sent to the wrong account, TnVPN will not temporarily change the refund destination based on off-site messages or split a refund across multiple receiving accounts.
USDT and Special Order Handling
USDT payments do not have the same traditional original-payment return process as Alipay or WeChat. After approval, the refund will be processed using the original transaction record and the wallet address confirmed in the ticket. On-chain confirmation time, network conditions, and necessary network fees may affect final settlement; the requester must ensure that the provided wallet address and network are accurate and available.
Traffic packages remain available until used and never expire, but permanent validity does not mean consumed traffic remains eligible for a full refund. When a plan upgrade's price difference has been converted into remaining days, the review will prevent the original order and upgrade portion from being refunded twice. If the payment channel has initiated a dispute, chargeback, or freeze, the refund request will be handled after that payment process reaches a clear result.
This policy should be read together with the Terms of Service. If an order has an abnormal status not covered by the standard process, TnVPN will decide how to handle it based on payment records, service usage records, and applicable rules, then notify the requester through the original ticket.