Documentation
Refund Policy
Effective from ·Version 1.0
1. Refund Window
The User is entitled to request a refund of the Subscription price within 30 (thirty) calendar days of the date of first payment.
The thirty-day window applies once — to the first payment for a Subscription.
After 30 days, the service is deemed to have been fully rendered by the Service for each elapsed billing period. No refund of funds for the service rendered is made on the basis of a change in the User's intentions — including in the case of automatic Subscription renewals.
The above rule does not limit:
- the User's right to compensation in the event of technical failures on the side of the Service (see section 5 of this Policy);
- the User's right to a refund of the unused portion of the Subscription in cases expressly provided for in the Terms of Service: section 9.4 (duration of force majeure circumstances exceeding 30 calendar days), section 10.3 (cessation of the Service as a whole), section 12.2 (the User's disagreement with material changes to the Terms);
- the User's right to cancel automatic renewal of the Subscription at any time (see Recurring Billing Rules, section 6);
- the right of the Service, at its sole discretion, to grant a pro-rata refund or other compensation upon blocking of the User's account for a violation of the AUP that does not constitute a particularly serious violation (section 4.3 of the AUP). The Service's adoption of such a decision in respect of one User does not create an obligation to grant equivalent compensation to other Users in analogous circumstances.
2. What Is Subject to Refund
In the case of a full refund of the price of the first Subscription, the User is refunded the nominal Subscription amount actually debited from the User by the Payment Service. The Service does not withhold any additional fees for processing the refund.
The refund is made in the same currency in which payment was made. Exchange-rate differences arising on the refund of cross-border payments or payments made in a currency other than the tariff currency are borne by the engaged Payment Service and subject to its applicable rules.
Commissions and fees paid to the engaged Payment Service upon the original payment (banking, acquiring, interchange commissions) may not be subject to refund as part of the refund amount, if the respective Payment Service does not return them to the Service when the refund is processed. The composition and amount of such commissions are determined by the rules of the engaged Payment Service.
3. Refund Conditions
To process a refund, the following is required:
- The request is sent within 30 days of the first payment
- The request is sent to the email address
support@undervpn.org - The request specifies: the date of payment, the payment method, and the reason for the refund (optional)
4. Refunds on Automatic Renewal
In the case of an automatic charge as part of an active Subscription (see Recurring Billing Rules), the service is deemed to have been rendered by the Service for the corresponding billing period from the moment of successful charge.
A refund of the automatic charge amount on the basis of a change in the User's intentions — including a pro-rata refund for the unused portion of the period — is not made.
The User is entitled at any time to cancel automatic renewal of the Subscription via the Service's interface in accordance with section 6 of the Recurring Billing Rules. After cancellation of automatic renewal:
- The currently paid Subscription continues to operate until the end of the paid period
- On the period end date, the Subscription is not renewed and no new charge is made
- No refund is provided for the already paid current period
Any compensation related to technical failures on the side of the Service is governed by section 5 of this Policy.
5. Compensation for Technical Failures
If the Service was effectively unavailable due to a technical failure on the side of the Service for a continuous period of more than 24 (twenty-four) hours, the User is entitled to request compensation.
Compensation is provided in the form of an extension of the Subscription by a period equivalent to the period of Service unavailability. Monetary compensation is applied only in cases where extension of the Subscription is not possible for objective reasons (for example, cessation of provision of the Service in the User's country).
Technical failures, force majeure circumstances, and other circumstances beyond the reasonable control of the Service, including:
- malfunctions on the side of infrastructure providers engaged by the Service,
- failures of the engaged Payment Service,
- blocking actions by regulatory bodies or internet service providers,
- failures of data transmission networks not under the Service's control,
— do not qualify as technical failures on the side of the Service within the meaning of this section and do not give rise to a right to compensation.
The provisions of this section do not limit the User's right to a refund of the unused portion of the Subscription in the case provided for in section 9.4 of the Terms of Service (duration of force majeure circumstances exceeding 30 calendar days).
6. When a Refund Is Not Provided
Subject to the exceptions and carve-outs provided for in section 1 of this Policy, no refund is made in the following cases:
- A request for a full refund of the first Subscription price is sent after the expiry of 30 calendar days from the date of first payment — the service is deemed to have been rendered (see section 1)
- The request relates to automatic renewal of the Subscription and is not attributable to a technical failure on the side of the Service — the renewal service is deemed to have been rendered from the moment of successful charge (see section 4)
- The User's account is blocked for particularly serious violations provided for in AUP section 4.3
- The Service is unavailable due to force majeure circumstances or other circumstances beyond the reasonable control of the Service (see section 5)
7. Timing and Method of Refund
The refund is made within 10 (ten) business days of the date of receipt of a valid request. This period reflects the Service's obligation to initiate the refund via the engaged Payment Service.
The refund is made by the same payment channel by which the payment was made, via the Payment Service engaged by the Service. The Service is not able to change the method or channel of the refund at the User's request.
The Service bears no responsibility for the actual time taken for the refunded funds to be credited to the User's account (card) — this period is determined by the rules of the engaged Payment Service, the User's card-issuing bank, and other financial intermediaries involved in the execution of the payment, and may range from several hours to several weeks depending on the country, currency, and payment instrument.
8. Disputes and Claims
If the User disagrees with the Service's decision on a refund, they may submit a claim to the email support@undervpn.org.
The claim review period is up to 30 (thirty) calendar days.
9. Contacts
All requests on refund-related matters are sent to the email address support@undervpn.org.
Change history
| Version | Date | Changes |
|---|---|---|
| 1.0 | 2026-05-19 | First version |