Refunds and cancellation

Where you paid	To cancel	To get a refund
Windows app, or Android app from our website (Stripe)	In the app, open Settings, then Subscription, then Cancel subscription. You can also use the billing portal with the email on your receipt, or write to [email protected].	Write to [email protected] within 14 days of the charge. See our 14-day refund.
App Store (iPhone, iPad, Mac)	On iPhone or iPad: Settings, tap your name, then Subscriptions. On Mac: open the App Store, click your name, then Account Settings, then Subscriptions.	Apple handles App Store refunds. Request one at reportaproblem.apple.com. We can't refund App Store purchases ourselves.
Google Play	In the Play Store app, tap your profile picture, then Payments and subscriptions, then Subscriptions.	Within 48 hours, request a refund in Google Play. After that, and up to 14 days, write to us with your order number (it starts with GPA) and we'll refund it through Google Play.

Our 14-day refund

For direct purchases and Google Play purchases, we refund any charge in full if you ask within 14 days, including a renewal you meant to cancel. We don't ask why. If RetuVPN didn't connect, it helps us to know which network it failed on.

Include your Stripe receipt number or Google Play order number. We don't know who you are, so that number is how we find your payment. We process refunds within 2 business days. Card refunds usually appear within 5 to 10 business days, depending on your bank.

When we don't refund

A charge more than 14 days old, for a period you've used.
An account we closed for breaking the acceptable use policy.

When the problem is ours

If we close your account for a reason other than a breach, or an outage on our side made RetuVPN unusable for a significant part of a billing month, we refund the affected part of a direct or Google Play charge, however long ago you paid.

We can't refund App Store charges. Instead, we extend your renewal date by the affected time where Apple allows it. Apple allows extensions only for active subscriptions, of up to 90 days at a time and no more than twice a year. If an extension isn't possible, request a refund from Apple and tell us; we'll confirm the outage.

Duplicate subscriptions

If you accidentally pay for two subscriptions at the same time, for example after setting up a new phone without restoring, tell us. We cancel the one you choose and refund its direct or Google Play charges from the last 90 days. We do this once per account. For a duplicate App Store subscription, cancel it in your Apple account and request a refund from Apple.

What cancelling does

Cancelling stops the next renewal. Premium continues until the end of the period you've paid for, then your account moves to the free plan. Nothing is deleted, and you can subscribe again on the same account.

Deleting your account cancels a direct subscription straight away. Deleting the app or your account doesn't cancel an App Store or Google Play subscription.

Price changes

We give at least 30 days' notice of a price change. If you were charged a new price without that notice, tell us and we'll refund the difference or the whole charge, whichever you prefer.

Disputed charges

If a charge looks wrong, please write to [email protected] first. We can usually solve it faster than a card dispute. If you do open a dispute, we'll give your bank the facts.