Refunds

Refunds are governed by the public offer agreement — the full text is at resetvpn.com/docs/offer-agreement (opens in a new tab) (in the ResetVPN app: "Settings" → "Documents" → "Terms of Service"). Here are the key points.

When you can request a refund#

Under the offer agreement, you can request a refund within 14 days of payment under these conditions:

• your device doesn't support the VLESS protocol or the necessary software;

• support didn't get you connected;

• the traffic used doesn't exceed 1 GB.

How the amount is calculated#

A refund for unused days is calculated as: plan price ÷ plan period × (plan period − days used).

What isn't refunded#

Under the offer agreement, refunds don't apply to:

• the free trial;

• gift subscriptions;

• funds deposited via Tribute.

How to send a request#

The offer agreement lists these channels: the support bot @ResetVPNsupport_bot, email help@resetvpn.ru (opens in a new tab) and the Personal Account — on the website account.resetvpn.com (opens in a new tab) that's the "Support" chat. Include:

• your account email or the Telegram account you paid from;

• the payment method, date and amount;

• the reason for the refund.

You can't withdraw the main balance yourself — only bonuses can be withdrawn.

If the service was down through our fault#

If the service was unavailable through our fault for more than 24 hours, you can ask us to extend your subscription by the length of the outage. Send the request within 7 calendar days after access is restored.