Refund Policy

Refund Window and Eligibility

You may request a no-questions-asked full refund within 30 days of your first payment.The refund window starts at the time of your first successful payment. Eligibility is checked against the time your ticket is submitted. You do not need to explain your experience or complete troubleshooting first; troubleshooting suggestions do not replace a refund request.

When applying, list the orders you want reviewed, including monthly subscriptions or data packages. A renewal, additional data package, or mid-term upgrade does not restart the refund window for your first payment. If there are multiple payments, each payment status, order relationship, and refund record will be checked separately to avoid duplicate processing.

Data packages do not expire, but this does not extend the refund window indefinitely. Requests made after the refund window are not covered by the commitment above. You may still submit proof for review if you were charged more than once or a payment succeeded but the order has an issue.

Usage Records and Order Issues

Connecting normally, switching routes, or using data included in your plan is not grounds for denying a no-questions-asked refund requested within the refund window. This policy sets no usage-percentage or duration threshold. If an order shows excess usage or unusual data records, the usage and order status should be checked first; an unusual status alone is not grounds to reject a request.

For accounts involving violations of the terms of use, the relevant conduct will be reviewed under the Terms of Use. Account restrictions and refund eligibility should be addressed separately. If a request involves account misuse, forged proof, a payment dispute made by someone other than the payer, or an order that has already been refunded, payment ownership and processing records will be verified first. If additional materials are needed, the ticket will specify what needs to be checked.

How to Apply and What to Provide

1. Sign in to the BaiVPN account used for payment, open the ticket portal, clearly request a refund, and list the relevant orders.
2. Provide the order number, payment time, payment method, amount paid, and proof of payment. For USDT, you can provide the transaction hash and network used to help locate the payment.
3. Send any additional verification materials and check for replies in the same ticket. If you cannot sign in, first use the account recovery feature at the panel login portal. Do not submit repeated requests for the same payment.

Do not submit your account password, payment password, wallet private key, or recovery phrase in a ticket. Redact information in screenshots that is not needed to verify the order. An email address is not required to request a refund through an account ticket.

Refunds to the Original Payment Method

BaiVPN supports Alipay, WeChat Pay, and USDT. Alipay and WeChat Pay transactions are generally refunded through the original payment channel, subject to that transaction's refund capabilities. If the original channel cannot process a refund, the reason and available options will be explained in the ticket. You will not be asked to make another payment to complete a refund.

USDT transfers usually cannot be reversed like payment-platform orders. Before a refund is sent, the receiving address and network must be verified in the ticket, and the refund arrangements confirmed. Do not treat an unconfirmed address as a refund address. The network, refund amount, and any applicable on-chain fees will be explained and confirmed before processing; undisclosed deductions will not be used in place of the full-refund commitment.

Checking Refund Status and Handling Disputes

Request submitted, verification complete, refund initiated, and funds received are different statuses. Arrival time depends on the payment channel, account status, or on-chain confirmations, so this page does not promise a fixed processing time. After receiving a refund initiation notice, check the original payment account statement or the confirmed wallet transaction record.

If the refund has not arrived, continue checking in the original ticket with the order number and refund processing records; there is no need to submit another request. Once a refund is complete, the service benefits for the corresponding order will be adjusted. Other orders should be checked separately. If you disagree with the verification outcome, add proof to the original ticket and request a review.