Refund Policy - VPNEM | 60-Day Money-Back Guarantee

This page explains the refund rules for VPNEM subscriptions: which orders can be refunded, how to request a refund, and how the money is returned. This policy, together with the Terms of Service and the Privacy Policy, forms part of the subscription relationship; where any statement about refunds is inconsistent, this page prevails.

60-day money-back guarantee: a full refund can be requested within 60 days of your first payment; data already used does not affect your request.

Refund Guarantee and Eligibility Window

VPNEM offers a 60-day money-back guarantee on first payments: a full refund can be requested within 60 days of the first payment. The window starts when the order is paid successfully and runs in consecutive calendar days; it is not shortened by whether the subscription has been imported or used on multiple devices.

This applies to first-payment orders completed through the official user panel, covering both monthly subscriptions and data packs. Monthly subscriptions come in three tiers — ¥9.9/month with 60GB, ¥18/month with 250GB and ¥28/month with 500GB — with data resetting each month on the activation date; data packs come in three tiers — ¥158/300GB, ¥358/1000GB and ¥658/3000GB — valid until used up, with no expiry. Both order types follow the same refund window, request process and return path.

For orders outside the 60-day window, and for orders that are not a first payment, you can submit a refund request through a ticket in the user panel; VPNEM will check the order and payment records and reply with a decision.

Cases where a refund is available

First-payment orders within the window. Request within 60 days of your first payment — no reason needed, full refund. Data already used and the number of devices already connected are not grounds for refusal — simultaneous connections are unlimited, and that does not affect refunds either.
Duplicate charges on the same order. If the same order is charged more than once due to network or user error, the extra amount is refunded in full after the payment records are checked.
Payment succeeded but the subscription was not activated. If the payment went through but the subscription did not appear in the user panel and cannot be activated after troubleshooting, the full amount is refunded.

Cases where a refund does not apply

First-payment orders whose payment date is more than 60 days ago. The window is counted in calendar days, and no-questions-asked refunds are not accepted after it closes.
The account has violated the Terms of Service, for example reselling subscriptions, sharing an account with others, bulk registration, automated bulk calls to service APIs, or submitting information that does not match the payment records.
A refund has already been completed once for the same order.
The account associated with the order has been restricted or terminated for uses prohibited by the terms.

Outside the cases above, if you disagree with the outcome, you can add an explanation in the same ticket and VPNEM will review it again.

How to apply and what to include

Log in to the user panel and open the ticket page.
Create a new ticket titled Refund Request and list the order details in the message.
Wait for the review. VPNEM will reply with the outcome in the same ticket; if more information is needed, that will also be explained in the ticket.

To make the review easier, please include the following in your ticket:

your account username;
the order number and the time of purchase;
the payment method (Alipay / WeChat / USDT) and the amount actually paid;
for USDT orders, you can attach the transfer record or transaction hash to help locate the on-chain record.

Refund timing and return to the original payment method

Refunds are returned through the original payment channel; the receiving method is not changed:

Alipay: returned to the original Alipay account.
WeChat Pay: returned to the original WeChat Pay account.
USDT: returned to the original transfer address; the transaction hash is required for verification.

VPNEM initiates the refund once the review passes and updates progress in the ticket. When the money actually lands depends on the payment channel's own processing, and the channel's arrival notice is what counts; confirmation times for on-chain transfers depend on network conditions.

The refund amount is the amount actually paid for the order. If the original payment channel is no longer available (for example, the payment account has been closed), please explain in the ticket and a return method will be agreed based on the actual situation.

Subscription status after a refund is completed

Once the refund is completed, the subscription access and remaining data for that order are deactivated at the same time, and the subscription URL already imported into clients no longer works. The account itself is kept, and you can still log in to the user panel to view past orders.

If you want to keep using the service, you can choose a plan again; refund handling for the new order is judged by the scope in the Refund Guarantee and Eligibility Window section on this page.

Refund reviews only involve order and payment information and do not change how account data is handled under the Privacy Policy.