Refund Policy
Last updated: August 2026
This policy applies to subscriptions and traffic packages purchased through the NeuVPN user panel. It explains refund deadlines, review criteria, processing methods, and payment-channel differences. By submitting payment, users confirm that they have read and agreed to this policy and the relevant provisions of the Terms of Use.
Refund Window and Basic Scope
A no-questions-asked full refund may be requested within 30 days of the first payment. The refund window begins when the initial payment record is completed. Users do not need to provide an additional reason related to their normal experience, but they must submit the request through the user panel within the refund window and cooperate with order and payment verification.
This commitment applies to the same user's first payment. Renewals, plan upgrades, duplicate purchases, and traffic packages purchased separately after the first payment do not create another initial-refund window. Monthly subscription traffic resets each month on the activation date; when upgrading mid-cycle, the price difference is calculated against the remaining days. These adjustments do not change the starting point of the refund window tied to the first payment.
Eligible Situations
Requests submitted within the refund window that can be matched to the first payment order and come from accounts that have not violated the Terms of Use are generally covered by this policy. A connection experience that does not meet expectations, international routes that do not suit the intended access scenario, or a client that cannot work properly with the current device environment may all be grounds for a direct request without extensive troubleshooting evidence.
Normal connections, switching routes, or using part of a plan's traffic do not automatically invalidate a request. NeuVPN reviews payment records, account status, and use of service resources; submitting a subjective review is not a condition for a refund.
Situations Not Covered or That May Pause Review
Requests submitted after the initial-payment refund window, requests that cannot be matched to the relevant order, and payments already reversed or under dispute through a payment channel are not eligible for the no-questions-asked full refund under this policy. Accounts restricted for sharing credentials, reselling subscriptions, interfering with route operations, automated abuse, or other violations of the Terms of Use are also outside this commitment.
If the purchased traffic has been largely consumed before the request and the usage pattern also indicates resale, subscription sharing, or abnormal consumption of service resources, NeuVPN may pause the refund review and request additional details. Merely meeting normal usage needs or using part of the traffic does not constitute a violation. Forged payment records, repeated requests for the same order, or inconsistent refund information may also result in the request being rejected.
Request Process and Required Information
Users should sign in to the NeuVPN user panel and submit a refund request through the ticket page. The request must include the username, relevant order identifier, original payment method, and information that helps verify the payment record. A no-questions-asked refund does not require a specific reason; if the request concerns duplicate charges, an abnormal payment status, or an unidentifiable order, users may attach payment-record details without sensitive credentials.
Applicants should ensure that the submitted information matches the payment record. NeuVPN will not ask for an account password, complete payment credentials, or other information unrelated to order verification. After submission, users can view requests for additional details and the result in the same ticket. To avoid duplicate reviews, please do not create multiple refund tickets for one order.
Open the user panel to submit a ticket
Refund Route and Settlement Time
Once approved, refunds are generally sent through the original payment route. Payments made with Alipay or WeChat Pay are processed against the original payment record. The actual settlement time depends on the payment channel's clearing process, account status, and channel rules; NeuVPN does not promise a fixed arrival time. If the funds have not arrived after the payment channel shows the refund as completed, first check the transaction record of the original payment account and then respond in the original ticket.
If the original payment route cannot receive the refund because of channel restrictions, a change in account status, or technical reasons, NeuVPN will explain the available options through the ticket. Without verification, the refund will not be sent to an unrelated third-party account. Funds already returned by the payment channel will not be processed again through another method.
USDT and Payment Disputes
NeuVPN supports Alipay, WeChat Pay, and USDT. USDT payments rely on on-chain records and cannot be reversed directly in the same way as Alipay or WeChat Pay transactions. After approval, users must confirm in the ticket the USDT address and network that can receive the refund. An incorrect address or network may make the funds unrecoverable, so users should verify these details before submitting them.
USDT refunds are verified against the original payment record and a verifiable on-chain transaction. If the payment record is being handled by a payment channel, wallet service, or other dispute process, NeuVPN may pause the internal refund until that process reaches a clear status, preventing the same funds from being returned twice. If users disagree with the review result, they may add order information to the original ticket and request a further review.