Refund Policy

1. General No-Refund Policy

Final Sale: Subscriptions, top-ups, and access keys purchased directly through VEXND are non-refundable. We do not issue refunds for change of mind, accidental purchases, or inability to use the service due to local device misconfigurations or third-party ISP restrictions outside of our control. Try Before You Buy: We strongly encourage all users to test connection performance, routing, and compatibility via our trial options or shorter subscription plans before committing to longer-term tiers.

2. Exceptional Circumstances (Major Service Outages)

A refund or credit compensation may only be granted if the following conditions are met:

• Extended Service Disruption: The VEXND network experiences a major, continuous service outage lasting longer than 48 consecutive hours directly caused by our core infrastructure or server management failures.
• Support Unresolvability: You promptly contacted our technical support team during the outage, and we were unable to restore connectivity, provide alternative server nodes, or resolve the issue on our side.

3. Form of Compensation (Service Extension vs. Monetary Refund)

In the event of an eligible extended service outage, VEXND reserves the primary right to remedy service disruptions by adding compensatory bonus days to your active subscription equal to, or exceeding, the duration of the downtime. If a monetary refund is deemed necessary by VEXND management, it will be calculated on a pro-rated basis for the remaining unused period of your active plan.

4. Non-Eligible Cases & Forfeiture

Refunds or service compensations will never be granted under any of the following circumstances:

• Terms / AUP Breaches: Accounts that have been restricted, suspended, or terminated due to violations of our Terms of Service or Acceptable Use Policy (AUP).
• Non-Refundable Payment Channels: Transactions completed via non-reversible channels, such as specific cryptocurrencies or external gift vouchers, cannot be refunded in fiat currency due to blockchain processing fees and technical limits.
• Promotional & Bonus Credits: Free test keys, referral program rewards, or promotional credits have no cash value and cannot be redeemed or refunded.

5. Requesting an Eligibility Review

If you believe your account qualifies for compensation under Section 2, you must submit a claim to our team within 7 days of the incident.

Contact Channel

Reach out via email at support@vexnd.com or through our official Telegram account @vexndsupport. Include your account identifier (for example, Telegram ID or access token) and details of the technical connection issue experienced.