Refund Policy

Crypto payments can't be reversed by a bank, so this spells out exactly when we refund and how to ask.

Last updated 19 July 2026

How your money works here

Deposits become a balance on your account, and buying a plan spends from that balance. The two are separate steps, and they are refunded differently.

When we refund

Your payment succeeded but no VPN was delivered. Always refunded to your balance, in full. This is the main case, and you should never be left paying for access you did not receive.
You were charged twice for the same thing. The duplicate is refunded in full.
The account never worked and we cannot fix it. If the credentials we issued fail to connect and we cannot resolve it, we refund the plan.

When we don't

You bought a plan, received working credentials, and changed your mind. Access is delivered immediately and cannot be taken back, so working plans are not refundable.
You used most of the period and want the rest back. Plans are sold for a fixed duration.
A specific site or service blocks VPN traffic. Many streaming and banking sites block VPN IPs; we cannot control that and it is not a fault in the service.
You were suspended for the conduct described in the Acceptable Use section of our Terms.
You sent funds on the wrong network, from a wallet you did not sign in with, or as a token instead of native ETH. We cannot recover those — please read the warning on the deposit screen carefully.

Refunds go to your balance

Refunds are credited to your HoodVpn balance, not sent back on-chain. You can spend it on any plan straight away.

We do not send crypto back to wallets. Gas costs and exchange-rate movement between your deposit and a refund would leave one of us short, and returning funds to an address is exactly the pattern used to launder stolen crypto.

How to ask, and how long it takes

Refunds are reviewed and issued by hand. Nothing is automatic, so a failed order will not fix itself — you do need to contact us.

Support contact details are published in the footer. Include your wallet address and the order ID shown on the failed order in your account. With both, this is usually quick; without them we cannot find your payment.

We aim to respond within 24 hours and to resolve valid refunds within 72.

If a purchase fails

A failed order appears in your account marked failed, with its order ID. Your balance stays reduced until we refund it, so contact us with that ID and we will restore it.