Refund and Cancellation Policy

Refunds

The Customer may cancel future renewals at any time. Cancellation does not entitle the Customer to a refund of unused funds or subscription periods; refunds are available only within the window and under the conditions below.

For all services, the refund is made on request made by the Customer to the e-mail address [email protected], taking into account the incurred costs from meduzavpn.com.

The withdrawal of funds from the account is made only upon application from the Customer made to the e-mail address [email protected], to the account / electronic purse / bank card from which the payment was made.

A full refund may be requested, stating a reason, only within 15 days (15 × 24 hours) from ordering the service and being granted access to it. If access is granted after the order, the window starts when access is granted. Any trial period is included in these 15 days and does not extend them. The first payment after a trial, a renewal, a change of plan or a later payment for the same service does not start a new window. After this window, no refund is available under this policy for any subscription, including monthly and annual plans, or for any unused period. The refund amount excludes bonuses and payment system commissions as described below. Mandatory consumer rights and the App Store and Google Play rules stated below remain applicable.

Refund after Customer application can take up to 14 days plus period that depends on payment system.

The amount of refunds will not include bonuses from the Contractor’s company. All payment system commissions for refunds are withheld from the refund.

Refund for the Domain registration service and IPv4/IPv6 network lease is not available.

To request a refund within the window in clause 4, write to [email protected] from the account email address or use the “Request a refund” form next to the payment in the account, if available. Identify the payment and state the reason. Availability of the form does not extend or restart the refund window.

A refund is paid back to the payment method that was used for the payment. If the payment system does not support a refund to that method (for example, some cryptocurrency payments), the Contractor agrees with the Customer by e-mail how the refund is made.

When a refund is made, the Contractor stops the service that the refunded payment paid for; access to it, including access the Customer has shared with other persons, ends at the same time.

Purchases made in the App Store or Google Play apps are refunded by Apple or Google under their rules.

If there are judicial or other acts from the state authorities regarding the services of the Customer concerning non-compliance with legislation, the Contractor has the right to block the services of the Customer without the right to refund.

In the event of Complaints (Abuses) about the Customer's services from specialized organizations, representatives for copyright and other related rights, complaints from organizations for the protection of trademarks (brands), complaints about the organization of spam mailings, illegal software placement (without the permission of the copyright holder), placement malware, posting informational articles about hacking, posting hacking software, posting pornographic materials, as well as any other actions of the Customer that may qualify as illegal or inflicting, or that may cause damage to the Contractor, the Contractor has the right to block the Customer's services without the right to refund.

Nothing in this section limits the rights that the Customer has under the mandatory consumer protection law applicable to the Customer.

Subscription cancellation

Customers can cancel future subscription renewals at any time from their account. To cancel, sign in at https://d2.meduzacore.com, open Account page, go to Active services or Payments, select the active subscription, and disable automatic renewal or request cancellation.

If the cancellation control is unavailable, the Customer may request cancellation by email at [email protected]. The paid subscription period remains active until its expiry date, and no further renewal payments will be charged after cancellation.

Cancelling a subscription or turning off automatic renewal stops future charges only. A payment that has already been made is refunded only on a refund request made under the refund rules.