REFUND POLICY
Refund Policy
Last updated: August 2026
This policy explains the refund window, eligibility requirements, request process, and payment channel rules for RZVPN subscriptions. Before submitting a request, make sure the username, relevant order, and payment record can be matched. Registration requires only a username and password, with no email address; refund communication is handled through tickets in the user panel.
Refund Window and Eligibility
The refund window begins when the first payment is completed. The first payment order qualifies for a full, no-questions-asked refund if the request is made within this window. No proof of a route failure or additional reason is required; if you choose to describe the connection environment or usage, that information is used only to investigate service issues and is not required for an unconditional refund.
Normal client installation, subscription import, switching to international routes, or reasonable testing traffic does not by itself justify a refund rejection. Monthly subscription traffic resets each month on the activation date; when upgrading mid-cycle, the price difference is prorated by the remaining days. Refund reviews rely on the actual order, payment status, and account usage records rather than screenshots.
Cases Requiring Separate Review
Requests submitted after the refund window do not qualify for the full, no-questions-asked refund for the first payment. Traffic packages remain valid until used and do not expire; if the purchased traffic has been fully consumed, the order requires a separate review based on actual delivery. Repeated payments, repeated refund requests, or other attempts to repeatedly obtain an already delivered service are outside the normal trial scope.
An account restricted or terminated for violating the Terms of Service does not automatically qualify for a refund. This includes illegal activities, disrupting route operations, affecting other users' normal connections, reselling accounts, or maliciously consuming network resources. If an order involves a payment dispute, an abnormal payment status, or unclear payment ownership, RZVPN will first reconcile the records before deciding how to proceed.
Request Process and Required Information
Log in to the user panel, open the ticket page, and submit a refund request. The ticket should include the username, relevant order, payment method, and payment record that can identify the transaction. For an unconditional refund, the reason may be brief; if the issue concerns the connection or route, you may also describe the platform and symptoms so troubleshooting guidance can be provided separately from the refund process.
Do not submit sensitive information unrelated to order verification in a ticket. If the available information is insufficient to match the payment record, the support team will request additional details in the original ticket. Keep the ticket accessible and continue replying in the same ticket to avoid separating information and making the order difficult to match with the payment record.
Refund Method and Receipt Details
Payments made through Alipay or WeChat are generally returned through the original payment path after approval. The actual receipt status is determined by the relevant payment channel. Processing may be affected by the channel's system status, so this policy does not promise a fixed receipt time; if the channel shows an abnormal status, add the payment record and refund status to the original ticket.
After a refund is completed, the subscription benefits provided by the relevant order will be adjusted according to the result. If other valid orders exist on the account, only the approved order is processed, without affecting other subscriptions or traffic packages that can be verified independently. Confirm the selected order before submitting the request to avoid including a service that is still needed.
Handling of Special Payment Methods
USDT payments rely on on-chain records and are handled differently from Alipay and WeChat payments. When submitting a request, provide a verifiable transaction record and confirm the information needed to receive the refund in the ticket. Because on-chain transactions cannot be directly reversed like traditional payment methods, the refund is handled separately after approval and receipt details are verified. Receipt status is determined by the relevant on-chain record.
The payment method does not change the refund window for the first payment, but verification materials and the return path may differ. If the payment record cannot be matched to the order, receipt details conflict, or the transaction status is not yet confirmed, processing will pause until the required information is verified. All progress and follow-up requests are recorded in user-panel tickets and are not handled through unlisted external contact methods.