When a refund is possible
A refund is issued when all three conditions are met:
- the service does not work for a reason on our side: our servers are unavailable, the app cannot connect because of our error, or your payment went through but the plan was not activated;
- you contacted support within 30 days of the payment date;
- our support team did not fix the problem within 3 business days of your request.
We refund the price of the plan you paid for. Payment system fees and surcharges for the payment method are not refundable.
When a refund is not issued
- The service works, but it did not suit you for other reasons: you changed your mind, chose another service or expected different features.
- The speed is lower than you expected. Speed depends on your internet provider, network, device and the distance to the server, so we do not guarantee it.
- The connection does not work because of conditions on your side — your internet provider or mobile carrier, router, antivirus, another VPN or restrictions in your network — while our servers are working.
- More than 30 days have passed since the payment date.
- The Terms of Use have been violated, or fraud or abuse of the service has been detected.
- A repeated refund request for the same account.
- Bonus days, promo codes and referral program days: they are not money and are not refundable.
- Trial plans for 1 and 5 days: they cost a token amount and exist so you can check the service before buying. If a trial plan does not work through our fault, we extend its term.
How to request a refund
- Write to our support team or to . Include your account email, the payment date and method, and describe exactly what does not work: device, app, server. Attach a screenshot of the error.
- We will check how the service works on your account and offer a solution. We have up to 3 business days to fix the problem.
- If the problem is on our side and could not be fixed, we will confirm the refund and send the money within 10 business days using the same method you paid with.
After the refund, your subscription is deactivated and access to the service ends.
Refund methods and timing
- Bank card and SBP — to the same card or bank account. The time it takes to arrive depends on your bank.
- WebMoney — to the same wallet.
- Cryptocurrency — to the wallet you specify. The amount is converted at the exchange rate on the day of the refund.
App Store purchases
A subscription purchased in the iPhone and iPad app through the App Store is sold by Apple. Refunds for such a subscription are requested from Apple at reportaproblem.apple.com, and Apple makes the decision.
Try the service before you pay
A free trial starts with your first connection. Check how NvoVPN works on your network and your devices before buying a plan. If you cannot connect, write to our support team — we will help you pick a server and a connection method.
Consumer rights
These terms do not limit the rights granted to you by the consumer protection laws of your country of residence.