Refund Policy

Request Window and Eligibility

You may request a full, no-questions-asked refund within 60 days of your first payment. You do not need to explain why you no longer wish to use the service or prove a connection issue first. The refund window is based on the time of the first successful payment, not the time you created your account, imported a subscription or first connected.

Orders for both monthly subscriptions and data packages can be submitted for review. Monthly subscription data resets each month on the activation date; data packages remain available until used and never expire. These are data usage rules and do not extend or restart the refund window. For upgrades or multiple orders, specify which orders you want reviewed to avoid confusion between separate payments.

Usage and Account Review

Normal data usage alone is not grounds for denying a refund. This policy does not impose undisclosed thresholds for data usage, number of uses or device count, and partial data usage does not automatically mean a refund will be calculated based on the remaining balance. There is no limit on the number of devices connected at the same time; connecting multiple devices is not in itself suspicious activity.

Cases outside the request window, orders that were not successfully paid, and payments already refunded are not eligible for a second full refund of the same payment. Disputes involving usage beyond a plan allowance, accounts in violation of the rules or payment disputes require a review of the order and relevant records; a review does not automatically mean the request is invalid. The outcome should state its specific basis rather than relying on a vague label of suspicious activity.

How to Request a Refund

Log in to the user panel, go to the support ticket portal, clearly state that you are requesting a refund and provide the relevant order details. We recommend adding any further information to the same ticket so the full request timeline and handling record are kept together.

1. Provide the order number, the name of the selected plan or data package, the amount paid and the payment date.
2. Specify the payment method used, such as Alipay, WeChat Pay or USDT. If the order status is unclear, attach proof of payment that can be used to verify the transaction.
3. If more information is requested, reply to the original ticket. The outcome and refund progress will also be confirmed in that ticket.

Do not provide your account password or sensitive authorization details from payment credentials. Redact personal information unrelated to the order from screenshots. Z7VPN accounts can be created without an email address, so check your support ticket in the user panel for updates rather than relying on email notifications.

Refunds to the Original Payment Method

As a rule, refunds are returned through the original payment method. Alipay and WeChat Pay orders require verification against the original transaction record. If the provider does not support a direct refund or the original transaction has an unusual status, explain the reason in a support ticket and confirm the next steps first. You will not be asked to make another payment to complete a refund.

USDT transactions require verification of the transaction record, transfer network and receiving address. On-chain transfers do not have the same cancellation process as Alipay or WeChat Pay orders, so a refund should not automatically be sent to the original sending address. If the transfer came from a trading platform, it is especially important to confirm that the address can receive a refund. Confirm the return route and any amount verification details in a support ticket before the refund is processed.

Refund Progress and Follow-up

Submitting a request, completing order verification, initiating a refund and receiving the funds are separate stages. The arrival time depends on payment-provider processing, the status of the original transaction and, where applicable, on-chain confirmations. This page does not promise a fixed arrival time that has not been confirmed. Keep your support ticket and transaction records, and do not assume that funds have arrived based only on the order status in the user panel.

If you are told that a refund has been initiated but the funds have not arrived, follow up in the original ticket and describe the status of the receiving account. If you submitted the request within the refund window and verification is still ongoing, keep the original submission record as proof of timing. See the Terms of Service for other account and service rules, and the Privacy Policy for details on how request information is handled.