Refund Policy

Refund window and scope

You can request a no-questions-asked full refund within 30 days of your first payment.The window is based on the record of your first successful payment, and the submission time is the time recorded in your support ticket. You do not need to prove a connection issue or complete troubleshooting or switch routes first.

Requests for monthly subscriptions and data packages must be linked to the relevant orders. The first-payment window under this policy does not restart when you renew, upgrade or add a data package. If multiple payments are involved, list each order separately. The support ticket will confirm which payments are covered by your request to help prevent omissions or duplicate processing.

Eligible and ineligible cases

Payments made within the window above may be submitted for a refund if they can be verified as yours and have not already been refunded. You do not need to give another reason if the service no longer meets your needs, your device environment has changed or you simply do not wish to continue using it. A working connection, an imported subscription or partial data usage alone are not grounds for denying a refund.

Orders outside the request window are not covered by this policy's commitment. Unsuccessful payments, canceled payments and amounts already refunded will not be refunded again. If records indicate that data usage exceeded the package allowance or that an account may have violated the rules, usage, orders and account ownership should be checked; a refund request must not be denied solely on the basis of a warning flag. The basis for any decision and its effect on the request should be clearly explained in the ticket.

How to apply and what to provide

1. Sign in to your ZaiVPN account, go to Support Tickets, state that you are requesting a refund and list the relevant orders.
2. Provide your account username, order number, payment date and time, amount paid and payment method. If the order record is incomplete, you may provide a redacted proof of payment showing only the details needed for verification.
3. Check the verification result in the original ticket and provide any necessary additional details. For issues such as duplicate charges or a difference between the payer and the account user, explain how the payment relates to the order.

You can create an account without an email address, and refund discussions are handled through the support ticket in your account. Do not submit your account password, payment password, wallet private key or recovery phrase. If you cannot sign in, first follow the account access guidance on the Support page, then submit your request.

Refund methods and tracking

Refunds are generally sent back through the original payment method. Alipay and WeChat Pay transactions are returned to the original payment account where supported by the payment provider. Acceptance by the provider does not mean the funds have arrived; check the payment account record for the final posting. If the original method cannot be used, explain why in the ticket and confirm an alternative before proceeding. Refunds will not be sent directly to an unverified account.

Whether a USDT refund can be issued depends on support from the original payment channel. If a receiving address is required, confirm the network and address in the ticket and check the transaction record. The original payment address may not be suitable for receiving a refund, so do not copy it without verification. Any difference in the amount or channel fees will be explained and confirmed before processing; no conversion result is assumed in advance.

Delivery time depends on order verification, payment provider processing and on-chain confirmations. This policy does not guarantee a fixed arrival time. If the refund has not arrived, check its status in the original ticket. If it has been initiated, continue tracking it using the refund receipt or transaction record.

Service and records after a refund

Once a refund is complete, the subscription benefits or data allowance associated with the relevant order will be adjusted accordingly. If your account has other active orders, confirm which orders are covered by the refund to avoid affecting services not included in your request. Note in your request if you want to keep other services.

If your request involves discrepancies in the records, add proof of payment to the original ticket and ask for a review. Information needed for order verification and refund processing is handled under the Privacy Policy. Account requirements are set out in the Terms of Service. Later policy changes will not be used to retroactively reduce refund commitments that already apply.