Refund Policy

Refund window and eligibility

The refund window starts from the account's first payment record. The ticket submission time determines whether the request is within 30 days. Submit a clear refund request during this period; subsequent verification or payment-channel processing that extends beyond the window will not make an already submitted request ineligible.

When applying, identify the relevant order to avoid confusion with renewal, upgrade or data add-on records. Later payments do not automatically restart the refund window. Confirm the scope for handling those payments item by item in the ticket; this commitment does not mean every payment has its own new window.

Data usage and account disputes

Connecting normally, importing a subscription or using some data does not, by itself, justify refusing a full refund without a reason within the window. This policy does not impose an unpublished data-usage threshold or require troubleshooting before a request can be made simply because a client was used.

If an order is disputed due to data usage exceeding its limit, unusual usage records or a suspected account violation, the team handling the request should explain the relevant records and grounds. Normal use, measurement issues and conduct that violates the terms of use should be assessed separately; a vague claim of “heavy usage” is not a sufficient refund decision.

Ordinary refund requests made outside the application window are not covered by the full-refund commitment without a reason above. The same payment cannot be refunded twice; requests that cannot be matched to a genuine payment record require further verification. Account restrictions and payment ownership should be explained separately, and you may raise an objection in the original ticket.

How to apply and what to provide

1. Sign in to the user panel, open the ticket section, state that you are requesting a refund and provide the order identifier to be reviewed.
2. Provide the payment date, amount, payment method and verifiable proof of payment. Keep only information related to the order in the proof; unrelated transaction details may be covered.
3. Add any verification materials to the original ticket, then check eligibility, the return method and the outcome. Keep communications about the same order in one ticket whenever possible.

You do not need to submit your account password or wallet private key. You may include a reason for the request, but it is not required for a refund without a reason within the window. If you cannot sign in, first check the account help on the support page; order details should still be verified through the secure process in the panel.

Open a ticket

Refund routes and payment methods

Refunds are generally returned to the original payment method. For Alipay and WeChat Pay orders, the original transaction should be verified and the refund initiated through the corresponding channel. If channel restrictions prevent a refund to the original method, the reason must first be explained in the ticket, payment ownership verified and an alternative arrangement confirmed; funds must not be moved to an account balance without consent.

USDT transfers are handled differently from Alipay and WeChat payments; a refund does not mean the original transfer can be directly reversed. Before returning funds, verify the original transaction record, network and receiving address in the ticket, and confirm the refund amount and any network-fee arrangements. Unconfirmed information must not be used as the basis for a transfer.

If currency conversion or payment-channel fees are involved, the calculation basis must be explained before processing. No exchange rate, fee or deduction percentage not specified in the facts should be assumed. A service charge that was not disclosed in advance must not replace the commitment to a full refund without a reason within the window.