Refund commitment and eligibility
A full, no-questions-asked refund may be requested within 14 days of the first payment. The refund window starts when the first paid order is completed. No additional proof is required if you changed your usage plans, the connection did not meet your expectations, or you no longer need the service. NrVPN will verify the request date and order status against the account's first valid payment record.
This commitment applies to the first paid order. Renewals, repeat purchases, differences from mid-term upgrades, and accounts that have already received a refund do not create a new first-payment refund window. Monthly subscription data resets each month from the activation date, while an upgrade difference is converted into remaining days; these records will be checked against the original order during review. Data packages remain available until used and do not expire, but eligibility under this policy is still determined by the first payment date and order type.
Eligible and ineligible cases
Requests submitted within the refund window that match a valid first paid order and come from an account that can be verified are handled under this policy. Partial use of subscription data alone is not grounds for rejecting a first-payment refund request. Connection records are used only to confirm the order and account status; users are not asked to describe specific access content.
Requests submitted after the refund window, requests that cannot be matched to a valid order, repeat requests for an order that has already been refunded, and accounts that violate the usage terms are not covered by the no-questions-asked refund commitment. This includes exceeding package limits through abnormal means, reselling accounts or subscription resources, interfering with route operations, or evading billing rules. If an order involves a payment dispute, duplicate charge, or unverifiable account ownership, NrVPN will pause refund processing and request additional verification through a user-panel ticket.
Request process and required information
All refund requests must be submitted through the ticket entry in the user panel. After signing in, select the ticket type related to the order, state that you are requesting a refund, and provide your username, order ID, payment method, and payment record details that can be used to verify the transaction. No new registration details are required; if the account has no email address, you can enter the panel directly with your username and password.
You may give a brief reason for the request, and providing a specific reason does not affect a no-questions-asked request submitted within the refund window. To prevent accidental or duplicate processing, do not create multiple tickets for the same order in succession. After receiving the request, NrVPN will verify the first payment date, order status, payment record, and whether the account has violated the usage terms. If information is missing, processing will continue after you provide the requested materials.
Refund route and settlement time
Once approved, refunds are generally returned through the original payment route. Alipay payments are returned through the corresponding Alipay transaction route, and WeChat Pay payments are returned through the corresponding WeChat Pay transaction route. After the refund is submitted to the payment channel, the final settlement time depends on the channel's processing progress, account status, and transaction rules. NrVPN makes no additional promise about the exact settlement time on the channel side.
If the original payment route cannot receive the refund because of channel restrictions, an account-status change, or incomplete transaction information, continue providing verifiable details in the original ticket. NrVPN will not ask you to process a refund through an unfamiliar off-site link, nor change the receiving route without verifying the order. Refund status and any additional requirements are based on the ticket record in the user panel.
Special payment methods and other notes
USDT refunds require verification of the original transaction record and an address that can receive the refund. Because this payment method cannot follow the traditional original-route refund process used by Alipay or WeChat Pay, submit transaction details matching the original payment through a ticket and confirm that the refund address is accurate. Errors in the address, an incompatible network selection, or delays caused by on-chain processing will be checked against the actual transaction record.
After a refund is completed, the subscription access and unused benefits provided by the related order will end, and the associated subscription information should not be imported or shared further. If a request involves duplicate payment, an abnormal payment status, or an order that still appears active after a refund, do not initiate another payment or refund request. Add the details and payment record to the same ticket instead. NrVPN will process the case based on the order record, payment record, and this policy.