Money-back Policy

When we refund a payment for Premium, when we do not, and how to ask.

Last updated 27 October 2026.

1. Try before you buy

HopFox VPN can be used for free, with no time limit, and every new account gets 14 days of Premium free. Nothing is charged after them. This is how you find out, on your own network and devices, whether the service works for you and whether you need Premium.

Please buy Premium only when you are sure. If you are not, keep using the free plan.

2. When we refund

We refund when the service does not work because of something we are responsible for and we cannot fix it within a reasonable time after you report it. That means:

• our servers are down or do not pass traffic for reasons on our side, and this lasts more than 72 hours after your report;
• a fault in our app prevents it from working on a supported device and system, and we cannot fix it or offer a working solution within 14 days after your report;
• you were charged twice for the same period, charged after you had cancelled, or charged a different amount from the one shown on the payment page.

3. When we do not refund

We are responsible for our own servers, apps and billing. We are not responsible for networks and infrastructure that belong to others, and we do not refund when the service does not work, works worse or stops working because of them. In particular, we do not refund when:

• your internet provider, mobile operator, workplace, school, public Wi-Fi or the authorities of any country block, filter or slow down VPN connections or our servers;
• the service worked when you paid and later stopped working, or works only part of the time, because of such blocking or filtering;
• a website, app, game or streaming service does not open through the VPN, blocks VPN connections or shows content for another country;
• the speed is lower than you expected because of your connection, the distance to the server or the networks in between;
• the problem is caused by services of other companies, such as operating system updates, app stores, browsers, payment providers or other software on your device;
• your device or system is not supported, or has been modified;
• you changed your mind, did not use Premium, used it only for part of the period, or forgot to cancel before a renewal;
• you lost or shared your account number;
• your account was limited, suspended or closed for breaking the Terms of Service;
• you deleted your account during a paid period.

4. The risk you accept

Internet filtering changes all the time, and no VPN can promise that it will get through every network today and in the future. We keep improving the apps and servers to work on as many networks as possible, but the networks themselves are outside our control.

By paying for Premium you confirm that you have checked the service on your network or accept that it may work differently there, and that you accept the risk that it may stop working later for reasons outside our control. Premium buys access to our service for a period of time; it does not buy a guarantee of access to any network.

5. How to ask for a refund

• Open a ticket on the support page within 14 days of the payment you want refunded.
• Give your account number, the date and amount of the payment, the location and protocol you used and a description of the problem.
• We check our servers, apps and billing and may ask you for an error report or for a test. Please answer: without the information we cannot confirm a problem on our side.
• We give our decision within 7 days after we have the information we need.

6. How much and how it is paid

For a billing error we refund the amount charged in error. For a fault on our side we refund either the full payment or the part of it that matches the time the service did not work, depending on how long the problem lasted and how much of the paid period was affected.

Refunds go back to the card used for the payment through Stripe. Depending on your bank they usually arrive within 5 to 10 working days. We refund in the currency of the payment; we are not responsible for exchange rate differences or bank fees. When a refund is made, Premium for the refunded period ends.

7. Subscriptions and cancellation

You can cancel Premium at any time in the billing portal. Cancelling stops the next renewal; Premium stays active until the end of the period already paid. We do not refund the unused part of a period when you cancel.

Renewals are charged automatically on the date shown in the billing portal. Cancel before that date if you do not want the next period.

8. Card disputes

If you think something is wrong with a payment, contact us first: we will look into it quickly. If you open a dispute or chargeback with your bank without contacting us, we will close the account for the time of the dispute and give the bank the information we have about the payment and the use of the service.

9. Your legal rights

This policy does not take away rights that the law of your country gives you and that cannot be excluded by agreement. Where such a law gives you a right to cancel a purchase within a set period, you can use it; for the time you already had Premium, the law may let us keep a proportionate part of the payment.

10. Contact

Refund requests and questions go through the support page. No email address is needed.