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Refunds

Last updated: 2026-04-28

This document describes when and how you can get a refund for services provided by the Service. By submitting a refund request, you agree to the procedure described here.

1. General principle

The Service operates on a prepaid model. Funds added to the internal balance are spent on purchasing specific services (VPN configurations, proxies, renewals, etc.). Provision of a service is deemed to begin when the user is given access to the configuration or proxy; services purchased for a period are provided throughout the entire paid period.

Each refund request is reviewed individually.

Nothing in the Terms of Use or this Refund Policy limits or excludes any rights of the user that cannot be limited or excluded under applicable law, including mandatory consumer rights.

2. When a refund is possible

2.1. Technical reasons on the Service side

A refund is issued if:

  • the paid service was not provided due to a fault on the Service side;
  • the issued configuration is technically inoperable and the problem cannot be fixed by replacing or restoring it within a reasonable time;
  • you were charged twice or funds were credited incorrectly;
  • another error on the Service side is confirmed during review of the request.

2.2. Remaining internal balance — in exceptional cases

The internal balance is a unit of account used to pay for services. The balance does not expire, but as a general rule it cannot be withdrawn. In exceptional cases (for example, if the account is deleted at the user's request and the unused balance exceeds the equivalent of $20), a refund may be arranged individually — please contact support.

3. When a refund is not issued

  • The service was provided properly, but the user chose not to use it (for example, they did not connect to the VPN or did not set up the proxy).
  • The service is unavailable for reasons beyond the Service's control (restrictions on the side of the user's internet provider, in the user's network or on the website being accessed, etc.) — the Service bears no financial liability for this.
  • The account was suspended or deleted for violating the Terms of Use or the Acceptable Use Policy.
  • More than 7 days have passed since the payment for which the refund is requested (except for technical reasons on the Service side described in section 2.1), unless applicable law grants the user broader rights.
  • The payment was made through third parties / with stolen payment details, or a chargeback has been opened for the transaction.
  • The service was provided free of charge or as part of a promotion (bonus, referral, trial period).

4. Where funds are returned

By default, funds are returned to your internal balance in the Service — this is the fastest option and does not depend on payment providers.

A refund to an external wallet/account is possible only on the grounds set out in section 2.1 or by arrangement under section 2.2, and only if technically feasible (via the same payment channel used for the original payment). For refunds under section 2.1, the full amount is returned: the Service covers the payment provider's fee. For refunds under section 2.2, the payment provider's fee is deducted from the refund amount.

5. How to request a refund

  1. Describe the situation: what you bought, when, the amount, the transaction ID (txid / invoice ID) if you have one, and what exactly went wrong.
  2. Send your request to the Telegram bot @PandaDefenderBot («Support» section).
  3. You will receive a reply within 3 business days. Complex cases may take up to 10 business days to review.
  4. If the request is approved, funds are returned to your balance within 1–3 business days. A refund to an external wallet takes up to 7 business days (depending on the provider).

6. Fairness commitment

We aim to resolve disputes as fairly as possible. If a technical fault on the Service side caused downtime of a paid service, you are entitled by default to compensation (an extension of the service period or a partial refund): simply report the problem to support — you do not need to prove the fault in detail.

7. Contacts

Send all refund requests to the Telegram bot @PandaDefenderBot («Support» section).