Refund window and eligibility
Users making their first payment may request a full refund within 14 days after the payment is completed if they are not satisfied with the service. The refund window begins at the payment completion time for the relevant order, and the request must be submitted within that period. The first paid order may be a monthly subscription or a data package, but eligibility is determined only by the first payment actually completed for the account.
Monthly subscriptions include ¥9.9/month with 60GB, ¥18/month with 250GB, and ¥28/month with 500GB. Data resets monthly from the activation date; when upgrading, the price difference is calculated against the remaining days. Data packages include ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. They remain valid until used and do not expire. Refund reviews are based on the actual order records and do not combine multiple orders.
Cases not covered or requiring further review
Requests submitted after the 14-day refund window, renewal orders, and subscriptions or data packages purchased again are not covered by the first-payment refund commitment. For price differences caused by an account upgrade, the original order, upgrade time, and remaining days are reviewed together; the difference is not treated as a new first payment.
If the included data has been fully used, or if a large amount of data was consumed over a short period before the refund request, PtVPN will review usage records before deciding whether to accept the request. Repeated first-payment refund requests made through duplicate accounts, duplicate payments, or other methods may be treated as improper use.
Refund requests may be denied for accounts restricted due to violations of the Terms of Service, including reselling subscriptions, sharing access credentials, interfering with route operations, or using the service for prohibited activities. If a payment has entered a dispute, reversal, or hold process with the payment channel, wait for a clear result from that process first to avoid duplicate handling of the same order.
Request process and required information
Submit a refund request through the ticket entry in the user panel. Include your username, the relevant order, payment method, transaction identifier shown in the payment record, reason for the request, and the item to be refunded. Personal information unrelated to the order is not required; if the information is incomplete, the reviewer may ask for additional details that can be matched to the payment record.
After submission, PtVPN will verify first-payment eligibility, request timing, order status, data usage, and compliance with the Terms of Service. Keep the original order and payment records during review, and avoid submitting repeated tickets for the same order. You can view replies and provide additional materials in the user panel.
Open the user panel to submit a ticket
Refund routes and processing time
Once a refund is approved, it will generally be returned through the original payment method. Alipay and WeChat Pay payments are returned through their corresponding original transaction channels. A different payment method or an account unrelated to the original order cannot be requested. Payment channels may need to update the transaction status themselves, so there may be a delay between completion shown in the user panel and the funds becoming visible.
The time for funds to arrive depends on the payment channel's processing status, and this policy makes no additional promise about a specific arrival time. If the channel shows that the refund is complete but the funds are not visible, attach the order and refund status to the original ticket for further review. If the payment channel rejects, reverses, or returns the refund instruction, PtVPN will explain the next steps based on verifiable results.
USDT and other special handling
USDT payments cannot fully follow the original transaction return process used by Alipay or WeChat Pay. In the ticket, provide the original payment transaction identifier and confirm the receiving details that match the order as requested in the reply. Refunds are processed in USDT according to the original order and are not converted into Alipay or WeChat Pay funds. Once the receiving details are confirmed and the transfer is executed, it is generally not reversible, so check them carefully before submitting.
The arrival status of USDT depends on confirmation progress on the relevant network, and processing may differ from Alipay or WeChat Pay. Issues caused by incorrect receiving details, network incompatibility, or external service restrictions are handled individually using verifiable transaction records. PtVPN processes requests only on the basis of order records, payment records, and confirmed refund information, and does not accept collection requests that cannot be matched to the original order.