Refund Policy
Last updated: June 2026
This policy explains the refund eligibility, application process, and payment return procedure for KekeVPN subscription services. Keep your order and payment records before applying. Refund requests are handled through support tickets in the user panel, so there is no need to share account or payment details publicly.
Refund window and eligibility
You can request a full refund for any reason within 7 days of your first payment. The refund window is calculated from the time your first payment is successfully completed. You do not need to explain why you are dissatisfied, and troubleshooting your connection is not a requirement for submitting a request.
Submit a support ticket within the refund window and clearly identify the order you want refunded. For monthly subscriptions and data packages, include the relevant payment record for verification. If your account has renewals, upgrades, or multiple orders, list each one separately. The refund window for your first payment does not restart with every subsequent payment.
For requests submitted within the refund window, the ticket submission record determines the application time. Providing additional information or continuing the discussion later does not change the original submission time. Requests made after the window are not eligible for the no-questions-asked full refund described in this policy. You may submit the details for review, but no outcome is guaranteed in advance.
Usage history and unusual orders
A regular connection, checking a target website, or using included data will not, by itself, be grounds for refusing a no-questions-asked refund requested within the refund window. This policy sets no additional data-usage percentage or quota threshold, and does not make “excessive data use” an undisclosed automatic reason for rejection.
Refunds apply only to verified payments that have not already been refunded. An unsuccessful payment has no funds to return, and the same payment will not be refunded twice. If the reconciliation status is unclear, check the payment provider’s records first to avoid mistaking a processing delay for a duplicate charge.
For suspected account violations, disputes over who made a payment, or unusual transactions, service-use issues must be distinguished from payment ownership issues. An account restriction does not automatically invalidate a refund request. If the outcome is affected, the ticket response should explain the basis for review and any information needed, rather than ending the discussion with a vague reference to an irregularity.
How to apply and what to include
Log in to the user panel, open the support ticket portal, and submit your refund request. Include your account username, order number, payment date and time, amount, and payment method, and specify which order you want refunded. If you were charged more than once, attach the relevant records for each payment.
If proof of payment is needed, you can provide a screenshot showing the transaction status and transaction ID, with unrelated personal information redacted. Never share your account password, wallet private key, or recovery phrase. You can create an account without an email address, and you do not need to add one to request a refund.
We’ll discuss any verification or requests for additional information in the same ticket. Keep the ticket record and check for replies after submitting your request. Opening duplicate tickets will not speed up payment provider processing and may scatter your order information across multiple conversations.
Refund methods and payment differences
KekeVPN accepts Alipay, WeChat Pay, and USDT. Refunds are generally sent back through the original payment method. They are not automatically converted to account credit, and should not be sent to a recipient unrelated to the original payment without confirmation.
Alipay and WeChat Pay refunds must be matched to the original transaction. Check the payment provider’s refund record for where the funds were returned. If the original payment method cannot accept the refund, we’ll explain why in the ticket and confirm a workable alternative with the payer before proceeding. You will not be asked to make another payment to receive a refund.
A USDT transfer cannot simply be reversed. Before processing a refund, the original payment transaction, network, and receiving address must be verified. If a separate transfer is needed, confirm ownership of the address and that the network matches in the support ticket first. Any payment channel or fee issues should be explained and confirmed in advance; no fixed fee or exchange rate is assumed.
Checking refund status and next steps
A refund request being accepted, a refund being initiated, and funds arriving are separate steps. The time it takes for funds to arrive depends on order verification, payment provider processing, or network confirmation. There is currently no standard refund arrival timeframe. Ticket replies will clarify which steps are complete and what still needs to be checked.
If you’ve been notified that a refund was initiated but the funds haven’t appeared, first check the original payment provider’s records, then ask for an update in the original ticket. You can provide a refund record or transaction ID to help track it; there’s no need to resubmit all your payment details.
Once a refund is completed, the service benefits and data associated with that order will be reviewed and adjusted accordingly. Other orders are reviewed separately. Data packages do not expire while held normally; this does not mean the associated data remains available after an order is refunded. See the Terms of Service for usage rules and the Privacy Policy for information about how your data is handled.