Request Scope and Deadline
Eligibility is verified against the account’s first payment record and the ticket submission date. Requests made within the stated period do not require proof of connection failures or service issues, nor is troubleshooting a prerequisite for review. To request a refund, state this clearly in your ticket rather than only describing a usage issue.
The first-payment refund commitment does not automatically create a new refund window for each renewal, upgrade, or subsequent order. For requests submitted after the deadline, involving multiple orders, or with unclear order ownership, list the relevant records so they can be reviewed individually through a ticket. No outcome is promised before verification.
Usage Records and Irregular Orders
Normal connection and data usage do not mean that you have waived your right to request a refund. The current refund commitment sets neither a deduction based on data already used nor a usage threshold, and an eligible full refund will not be reduced based on an unpublished “excessive use” standard. Billing rules for monthly subscriptions and data packages do not replace the refund commitment in this policy.
Orders already refunded, and records that cannot be matched to an actual payment, are not eligible for a second refund. Accounts involving payment disputes, suspicious transactions, or violations of the terms of service require verification of the relevant orders and facts. An account restriction alone is not grounds to deny an otherwise eligible refund. If a dispute affects the review, explain the reason in the ticket and allow supporting materials to be provided.
Request Process and Required Information
Sign in to the account used for the original payment and open a ticket in the user panel. State that you are requesting a refund and provide the order ID, payment date, amount paid, and payment method. If multiple orders are involved, specify which one the request concerns. Providing a reason is optional and is not required for a no-questions-asked refund.
If the order status does not match the payment record, you may provide proof of payment, with unrelated transactions and personal information redacted. Do not submit account passwords, complete subscription links, or wallet keys. Keep the original ticket after submitting and add any further information in the same conversation. Payment matching, requests for additional materials, and subsequent decisions will be communicated in that ticket.
Payment Returns and Differences
Refunds are returned to the original payment source through the original payment channel whenever possible. For Alipay and WeChat orders, first check the payment transaction record; after the refund is initiated, you can check its status in the relevant payment statement. If returning funds through the original channel is not possible, explain the issue in the ticket and confirm an acceptable option first. A refund will not automatically be converted to account credit or another alternative.
USDT transfers cannot be handled in the same way as refunds through the original Alipay or WeChat payment channel. The transaction record must be checked, and the return network, receiving address, and amount handling must be confirmed in the ticket before processing. Any network fees or currency conversion must be explained in advance; no unpublished deduction rules are assumed. Eligibility for a full refund will not be silently reduced because of the payment method.
Payment Status and Follow-Up
Reviewing a request, initiating a refund, and receiving the funds are separate stages. The time it takes for funds to arrive depends on the payment channel, the receiving account, and any required transaction confirmations. This policy does not promise a fixed arrival time. The ticket should explain the current status. If a refund is marked as returned but has not arrived, first check the original payment source, then provide the relevant record in the ticket for further review. Avoid submitting duplicate refund requests.
Once a refund is complete, the paid benefits associated with that order end according to the processing outcome, and the order should no longer be relied on to provide connection services. If you dispute the order ownership, refund amount, or outcome, add supporting evidence to the original ticket and request a review. For other rules about service use and information handling, see the Terms of Service and Privacy Policy.