21hop Refund Policy

Scope

This policy governs refunds for 21hop dedicated-IP VPN subscriptions purchased directly from 21hop.

Purchases through third-party marketplaces, resellers, or app stores follow the third party policy and are not refunded under this policy.

General Principles

Dedicated-IP services reserve scarce infrastructure resources that cannot be reallocated during a subscription period.

All refunds are granted at 21hop's sole discretion. Meeting eligibility criteria does not create an automatic entitlement.

21hop may deny requests it determines are abusive, fraudulent, or not made in good faith.

Money-Back Period

First-time monthly subscriptions may be refunded within fourteen (14) calendar days of the initial purchase date, subject to all listed conditions.

• Applies once per account, per individual, and per household or organization.
• Significant service use during the refund period may reduce or eliminate eligibility.
• Accounts suspended or terminated for policy violations are not eligible.

Annual Subscription Cancellations

First-time annual subscriptions may request cancellation within thirty (30) calendar days of the initial purchase date.

If approved, refunds are calculated by deducting all active-service days at the monthly list price shown at checkout (not the discounted annual rate).

This may result in a partial refund or no refund if monthly-rate usage exceeds the amount paid.

Renewals

Renewal charges are generally non-refundable. You must cancel before renewal if you do not wish to continue.

In limited cases, 21hop may consider a renewal refund request submitted within 48 hours of renewal charge where there has been no meaningful use after renewal.

This is not a guaranteed right and may be declined at 21hop's discretion.

Multiple Instances

Refund eligibility is evaluated per VPN instance.

Where multiple instances are refunded, 21hop may issue account credit instead of a monetary reversal unless applicable law requires otherwise.

Non-Refundable Items and Circumstances

• Accounts terminated or suspended for Terms violations, fraud, abuse, or legal risk.
• Purchases made through third-party marketplaces, app stores, or resellers.
• Taxes, bank fees, currency conversion charges, and other third-party processing fees.
• Requests submitted outside applicable refund windows.
• Cryptocurrency or other non-reversible payment purchases, unless required by law.
• Accounts with chargebacks initiated against 21hop.
• Service dissatisfaction caused by factors outside 21hop control, including ISP throttling, third-party platform blocking, or local network conditions.

Legacy Offline/Manual Orders

As of the effective date of this policy, new offline and manual payment methods (including cash) are no longer accepted.

Legacy offline orders created before the effective date are handled case-by-case at 21hop discretion, subject to anti-fraud and anti-money laundering controls.

How to Request a Refund

Send refund requests to billing@21hop.com with the details below.

• Account email address or organization ID.
• Invoice or payment reference number.
• Specific instance(s) requested for refund.
• Reason for the request.

Processing Timeline

21hop will endeavor to review complete requests within ten (10) business days.

Approved card or wallet refunds are typically processed within 5-15 business days depending on the payment processor.

Chargebacks

Contact support before filing a chargeback or dispute.

If a chargeback is initiated, 21hop may suspend or terminate your account and associated services pending resolution.

Accounts associated with fraudulent or abusive chargebacks may be permanently terminated without refund.

21hop may pursue available legal remedies for fraudulent chargebacks, including recovery of disputed amounts, fees, and investigation costs.

Referral and Commission Reversals

Refunded referred orders will reverse associated referral credits and commissions.

If commissions were already paid, 21hop may offset future earnings or issue a clawback invoice.

Applicable Law

Nothing in this policy overrides mandatory consumer protection rights under applicable law.

If a policy provision conflicts with mandatory law, the mandatory provision prevails to the minimum extent required.

Changes to This Policy

21hop may modify this Refund Policy at any time. Changes take effect when posted with an updated effective date.

Continued use of the Service constitutes acceptance of revised policy terms.