Purpose
This Refund & Cancellation Policy explains how ASHVPN handles cancellations, refund requests, duplicate payments, service issues, abuse-related refusals, and chargebacks.
This policy should be read together with the Terms of Service, Acceptable Use Policy, Fair Use Policy, Privacy Policy, and Data & Logging Statement.
Contact route for refund and cancellation requests
Refund and cancellation requests should be sent to:
Until a dedicated billing inbox is created and delivery-tested, [email protected] remains the confirmed public billing contact route.
What to include in a request
Please include:
- the email address used for the order;
- the plan purchased, if known;
- the approximate payment date and time;
- the Stripe receipt, invoice, or payment reference if available;
- whether you are asking to cancel future access, request a refund, or report a duplicate payment;
- a short explanation of the issue.
Do not send payment card numbers, passwords, one-time codes, private keys, or unrelated sensitive information.
Cancellation
Customers may request cancellation by contacting [email protected].
Cancellation stops future access or renewal according to the plan and billing setup in place at the time.
Access may continue until the current paid access period ends unless ASHVPN confirms otherwise or the account is suspended for misuse, non-payment, chargeback, or policy breach.
ASHVPN may need reasonable time to process a cancellation request.
Refund requests
Refund requests are reviewed case by case.
ASHVPN may consider refunds where:
- a duplicate payment was made;
- the wrong plan was purchased and the issue is reported promptly;
- ASHVPN confirms a material service issue affected the customer;
- access was not provisioned because of an ASHVPN-side fault;
- another fair reason is accepted by ASHVPN after review.
Submitting a refund request does not guarantee a refund.
Duplicate payments
If a customer appears to have paid twice for the same intended access period, ASHVPN may refund the duplicate payment or apply another reasonable correction.
ASHVPN may ask for payment references, receipt details, or account information needed to verify the duplicate payment.
Service issues
VPN service can be affected by customer device issues, local internet connection problems, Wi-Fi quality, third-party networks, provider outages, maintenance, routing changes, capacity management, or abuse-prevention action.
Where a customer reports a service issue, ASHVPN may ask for reasonable troubleshooting information, including:
- account email;
- device type;
- ASHVPN location used;
- approximate date and time of the issue;
- error messages or screenshots where helpful;
- whether the issue affects one location or all locations.
ASHVPN may consider a refund or other remedy where ASHVPN confirms that a material ASHVPN-side fault prevented use of the service.
Trial, tester, or promotional access
Trial, tester, free, discounted, promotional, or goodwill access may have different refund or cancellation treatment.
Where no payment was made, no refund is due.
Where a discounted or promotional payment was made, any refund will normally be limited to the amount actually paid.
Refunds may be refused
ASHVPN may refuse a refund request where:
- the service was used and no material ASHVPN-side fault is confirmed;
- the request is linked to breach of the Terms of Service, Acceptable Use Policy, or Fair Use Policy;
- the account was suspended or terminated for abuse, fraud, spam, malware, piracy, credential attacks, scraping abuse, platform abuse, or unlawful activity;
- the customer attempted to bypass device limits or resell/share configuration files;
- the customer provided false, incomplete, or misleading information;
- the payment is already subject to a chargeback, dispute, reversal, or fraud review;
- the request is outside any applicable refund window or is otherwise unreasonable.
Chargebacks and payment disputes
Customers should contact ASHVPN first where possible so the issue can be reviewed.
If a chargeback, dispute, reversal, or payment fraud review is opened, ASHVPN may suspend or restrict access while the payment issue is reviewed.
ASHVPN may provide relevant account, subscription, payment, fulfilment, support, and policy-breach information to the payment processor where needed to respond to a dispute.
Refund method and timing
Approved refunds will normally be returned through the original payment route where possible.
Refund timing can depend on the payment processor, card issuer, bank, and payment method.
ASHVPN cannot control how long a bank or card issuer takes to make refunded funds available.
No private keys or sensitive credentials
Do not send ASHVPN any WireGuard private key, password, one-time code, payment card number, API key, recovery code, or unrelated sensitive personal data as part of a refund or cancellation request.
Important notes
ASHVPN LTD
Company number: 17184685
Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ