Refund Policy

Refund Window and Eligibility

The refund window begins when the first payment is successfully completed. A request must be submitted through the user panel within 14 days of that payment, based on the ticket creation time recorded by the system. Eligible requests are refunded in full for the actual amount paid for that first order. No proof of network quality issues or additional technical test results is required.

The first payment may be for a monthly subscription or a data package. Monthly subscription data resets each month on the activation date; data packages remain available until used and never expire. Refund eligibility applies only to the account's first payment order. Later renewals, mid-cycle upgrades, and additional purchases are not considered first payments under this policy. Other refunds required by law will be reviewed separately according to the order status and applicable rules.

Exclusions

The no-questions-asked full refund does not apply in the following cases: the request is submitted more than 14 days after the first payment; the related order is not the account's first payment; a data package has been fully used or a monthly subscription has exceeded its data allowance; the account has been restricted for violating the Terms of Use, interfering with route operations, or affecting other users; or the same transaction has entered a dispute, reversal, or risk review process with the payment channel.

Refund processing will be paused when the order ownership cannot be verified. The requester must provide enough information to confirm the transaction. If there is a duplicate charge, an abnormal order status, or benefits that were not credited correctly after a successful payment, explain the issue in a ticket. These cases are handled according to the actual transaction records and will be investigated regardless of whether they qualify as a no-questions-asked refund.

Request Process and Required Information

Log in to the account used for the purchase, open the ticket page in the user panel, and create a refund-related ticket. Include the username, the order details to be refunded, the payment channel, the transaction identifier shown on the payment record, and the requested action. The refund reason may be brief. It helps determine whether connection or order issues also need review, but it will not be used to reject an otherwise eligible no-questions-asked refund.

After submitting the request, keep the original order and payment records and reply to follow-up questions in the same ticket. Do not create duplicate tickets with identical content, as this can split the transaction review. NHVPN will verify the account order, data usage status, and payment records. If information is incomplete, the ticket will specify what needs to be provided.

Open the user panel to submit a ticket

Refund Amount and Original Payment Route

Eligible first-payment orders receive a full refund of the actual amount paid. Alipay and WeChat Pay payments are generally returned through the original payment channel rather than another receiving method. Once submitted to the payment channel, the posting time depends on its settlement process and account status. The status shown in the user panel or by the payment channel should be used for tracking.

If the original payment channel cannot receive the refund because of account status, transaction restrictions, or channel rules, the requester must cooperate with verification through the ticket. A refund will not be sent to an account unrelated to the original transaction without verifying order ownership. Funds already returned by the payment channel will not be paid again through another method.

Special Payment Methods

USDT is settled differently from Alipay and WeChat Pay. A USDT refund request must still meet the same refund window and order requirements, but the payment record, receiving address, and relevant chain type must be verified before processing. Submit this information only through a user panel ticket to avoid address transcription errors or a chain-type mismatch.

USDT refunds are handled according to the verified ticket records and do not use the original-channel status lookup process for Alipay or WeChat Pay. Processing times may vary between payment methods because payment networks operate at different speeds. NHVPN does not promise a fixed time for payment-channel or on-chain confirmation. If the refund status has not updated for an extended period, continue the inquiry in the original ticket instead of submitting a duplicate request.

Account Status After a Refund

After a refund is completed, the subscription or data package benefits provided by the related order will end and should no longer be used. The account itself may remain available for viewing order and ticket records. If the refund is still processing, do not continue heavy use of the data associated with that order, as changes between the order status and actual usage may affect subsequent verification.

This policy applies together with the Terms of Use. If a refund request involves prohibited use, a transaction dispute, or an order ownership issue, the relevant records will be reviewed first. Situations not covered here will be handled based on the order records in the user panel, payment-channel records, and applicable rules.