Refund Policy
When refunds apply, how fast they land, and where the money goes
Last updated: April 20, 2026
This policy mirrors Section 4 of our Terms of Service but is broken out separately for quick reference. If there is any apparent discrepancy with the main Terms, this page governs.
1. 7-day no-questions-asked refund (first-time buyers)
Within 7 days of your first purchase you may request a full refund, no justification required, as long as cumulative traffic on the subscription is below 10 GB. This right applies only to your first order on ShieldFlow — renewals, upgrades, and supplementary plans are not covered.
2. Pro-rated refunds
After the 7-day window, refunds are assessed pro-rata. If we terminate service for reasons other than a breach of Acceptable Use (Terms §2), you receive the unused portion. Voluntary cancellation of an active monthly subscription does not trigger a refund; you may disable auto-renewal at any time to prevent the next charge.
3. Cases where refunds are not issued
No refund is issued when: (a) the account is terminated for violations of Acceptable Use; (b) one-shot add-ons such as dedicated IPs or premium routes have been used; (c) traffic is already substantially consumed (over 10 GB or 50% of plan cap, whichever is lower); (d) the request is filed more than 30 days after the original purchase; (e) the inability to connect stems from the user's local ISP, a third-party client, or nation-scale network blocks.
4. How to request
Open the Tickets page in the portal, pick the "Refund request" category, and submit the order ID plus a screenshot of the payment. You can also email [email protected] directly. We aim to triage within 1 business day and will reply in-ticket if we need more information.
5. Processing time
Once approved: card refunds (Stripe) land back on the original card within 5 to 10 business days, subject to the issuing bank. USDT refunds are sent to the wallet that made the original payment, typically confirming on-chain within 1–3 hours. We do not send refunds to any address you have not explicitly confirmed.
6. Price changes and promotions
Retroactive price-match is not guaranteed when a promo drops within 14 days of your purchase. If the promotion began within 24 hours after your full-price order, contact support — we may issue a credit for the difference in the form of account balance.
7. Dispute resolution
If you disagree with a refund decision, submit a review request through Tickets; a different agent will re-examine the case. Unresolved disputes fall under the arbitration clause in Terms §10. We strongly discourage credit-card chargebacks — they trigger permanent account suspension. Please contact us first.
8. Contact
Questions about refunds can be sent to [email protected]. Include your order ID and payment channel.