Refund Window and Scope
A full refund without giving a reason may be requested within 30 days of the first payment. The refund window starts when the first payment order is completed, and the submission record in the user panel determines the request time. A no-questions-asked refund means that, when the conditions in this policy are met, the user does not need to describe a specific service issue or prove that the service was defective.
This policy covers only orders completed through the EQVPN user panel and verifiable in the account. Monthly subscription traffic resets each month from the activation date. When upgrading mid-cycle, the price difference is calculated based on the remaining days. Upgrades, renewals, and later purchases do not create a new first-payment refund window. Traffic packages remain available until used and do not expire; unused time alone does not extend the refund window.
When a Refund Can Be Requested
A refund request may be submitted when the account is in normal standing, the first payment remains within the refund window, and the order and payment records can be verified. The request does not require the user to keep testing the network acceleration service or provide a specific technical conclusion. If the request relates to a connection issue, the user may also include the platform, client message, and selected international route so support staff can help investigate the issue separately from refund processing.
Submitting duplicate tickets does not change the request time or processing order. Once the first valid request has been submitted within the refund window, the normal communication time required for verification will not invalidate it after the window ends.
Cases Not Covered or Requiring Further Verification
A full no-questions-asked refund does not apply after the refund window, to an order that is not the first payment, or when the same first order has already been refunded. If an account violates the terms of use, resells subscriptions, profits from sharing access credentials, interferes with route operations, or bypasses normal traffic limits, EQVPN may suspend the refund and review the account records.
If all traffic associated with the order has been used, or the account has exceeded the normal traffic range of the purchased plan through unusual means, the request will be reviewed alongside usage records. If the user submits incorrect order details, refuses to provide necessary payment proof, or the payment record cannot be matched to the account order, the refund will remain pending until the information is completed.
Request Process and Required Information
Refund requests should be submitted through the ticket portal in the user panel. The request must include the username, relevant order ID, payment method, and refund request. No email address is required; EQVPN will continue communicating about the status through the account ticket.
To confirm payment ownership, the user may need to provide a transaction record or payment receipt generated by the payment platform. The proof should show the order amount, payment status, and transaction ID; unrelated information may be covered. For USDT, also provide the on-chain transaction ID, network used, and address that can receive the refund. Check the address and network before submitting to prevent processing delays caused by inconsistent information.
Return Path, Processing Time, and Payment Differences
Alipay and WeChat Pay payments are returned through the original payment path when the channel permits. After a refund request is approved, EQVPN submits it to the relevant payment channel. The actual posting time depends on the channel's processing status, account status, and the settlement arrangements of the payment institution. After submission, the user can track progress through the transaction record of the original payment channel.
USDT is an on-chain payment and is handled differently from Alipay and WeChat Pay. Because the original sending address may not be able to receive funds, the on-chain transaction, network, and receiving address must be verified before the refund. EQVPN will return the funds using the network and address confirmed during verification. On-chain confirmation time depends on the relevant network conditions. Transfers caused by an incorrect network or address usually cannot be reversed, so check the details carefully before confirmation.
After a refund is completed, the subscription benefits associated with that first-payment order will end, and the related routes and traffic will no longer be provided. If the payment channel rejects the return, the processing status will be updated through the account ticket, and information necessary to complete the refund may be requested.