Refund Policy

Refund Window and Eligibility

A full, no-questions-asked refund may be requested within 60 days of the first successful payment. The window starts from the payment record of the account’s first successfully paid order. It is not recalculated from the first connection, traffic reset, or client installation. Applicants who use the service normally do not need to explain their personal use or provide an additional reason when applying within the window.

This commitment applies to the account’s first successfully paid order. Later renewals, additional traffic-pack purchases, or payments for an upgrade do not automatically create a new first-payment refund window. For a mid-cycle upgrade, the price difference is converted into remaining days. If an application involves multiple orders before and after an upgrade, the system will review the first order, upgrade records, and actual payment records together.

Exclusions and Cases Requiring Review

Requests made after the refund window following the first payment are not covered by this policy’s no-questions-asked full-refund commitment. An account that purchases the service again after receiving a refund does not receive another first-payment refund eligibility window. Applicants may still submit a ticket through the user panel with details of their situation; the outcome is determined by the order and payment records.

The following cases require individual review and may not qualify for a refund: the account has exceeded the purchased traffic allowance; the refund process has been used to repeatedly purchase and consume the service; the order has an unusual payment, duplicate dispute, or unconfirmed payment status; or the account has violated the Terms of Use or been used for activity that affects the normal operation of routes, systems, or other users. Review is limited to order, traffic, account-status, and payment records.

Traffic packs remain available until used and never expire. Unused traffic does not automatically extend the refund window, and traffic remaining after the window closes does not restore refund eligibility.

Application Process and Required Information

All refund requests must be submitted through the ticket entry in the user panel. After signing in, open the ticket page, identify the order requiring a refund, and provide information that can be matched to the payment record. An email address is not required to submit a refund request; creating an account also requires no email address, and a username and password are sufficient.

Your request should include the account username, relevant order identifier, payment method, and verifiable payment record. If the account has renewal, traffic-pack, or upgrade orders, clearly identify the order covered by the request. The payment record should show the payment status and associated order information. Do not submit sensitive information unrelated to verification in the ticket.

After a ticket is submitted, QSVPN will verify the first payment time, order status, traffic usage, upgrade records, and payment-channel records. If information is incomplete or the order cannot be matched, additional materials may be requested. The refund cannot proceed to payment-channel processing until the materials are complete.

Open the user panel to submit a ticket →

Original-Payment Returns and Settlement Time

Eligible orders receive a full refund of the actual amount paid, generally returned through the original payment route. After a refund is submitted to the payment channel, the order status in the account and the settlement status at the payment channel may not update at the same time. Actual settlement timing depends on the processing flow of Alipay, WeChat Pay, or USDT. QSVPN does not replace the payment channel’s final status with a fixed timeline.

If the payment channel shows that the refund is being processed, wait for the original channel to complete settlement. If the channel rejects, pauses, or cannot identify the original transaction, the ticket will request additional payment records. Until the refund is confirmed, retain the original order and payment receipt, and avoid submitting the same request repeatedly or opening a conflicting payment dispute at the same time.

Payment-Method Handling Differences

Alipay and WeChat Pay: The refund is submitted to the original payment channel, which updates the processing status. Check the refund record in the original payment account. If the original transaction has an unusual status, the payment record cannot be matched, or the channel restricts returns through the original route, continue verification through a ticket. A change in account balance alone does not confirm that the refund is complete.

USDT: The refund requires verification of the original transaction record, the network used, and the payment wallet information. Ensure that the on-chain transaction record in the ticket matches the order and that the original payment wallet can still receive the relevant assets. To reduce the risk of an incorrect address, QSVPN does not accept a replacement address unrelated to the original payment when supplied only in ordinary explanatory text. If the original route has a technical issue, complete verification in the ticket before further processing.

Different payment methods do not change the first-payment refund window, but they do affect transaction verification and the status shown by the payment channel. Every refund status is checked against the user-panel order record, ticket history, and original payment-channel record together; no single field in a screenshot is treated as the final basis.