Refund and Cancellation Policy

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Refunds

Dispute means any claim, controversy, or dispute concerning questions of fact or law arising out of or relating to Terms of Use or the performance of either Party hereunder, or to the threatened, alleged or actual breach thereof of either Party.

You have thirty (30) days to dispute any charge or payment processed by the FirstVPN.

You have an opportunity to arise any dispute via email, livechat widget or in any available way using contact data on the FirstVPN web-site.

There are several cases, when Customer can ask for a Refund such as:

  • Quality of provided Services violates SLA through the fault of the FirstVPN for a long time, but not less than 3 days in a row.
  • When Customer purchases two (2) same Subscriptions by mistake and has not been using one of them. In that case Customer should ask for a Refund no longer than 3 days after the purchase has been committed.

The FirstVPN doesn’t perform any Refunds in certain cases:

  • The Customer has violated the provisions of any of the accepted documents within the Service (Terms of Use, Privacy Policy, etc)
  • The Customer has been using or has an intention to use the Service in an illegal way.
  • The Customer provided the FirstVPN with incorrect data during the Registration Process.
  • The Customer provides access to the Service to the third parties against the conditions set out in the Terms of Use.
  • The time limitations of Subscription purchased have already expired.
  • Connection quality and connection speed are limited to third party capacities and are out of the scope of the FirstVPN control. The FirstVPN hereby do not guarantee any quality measurements for internet connection quality provided by the third-party Internet Service Providers and you hereby agree that any concern related to the connection speed parameters is a non-refundable event.
  • As far as The Customer may use third-party and/or proprietary Software (The Customer Software) to access the System and/or for use of the System The FirstVPN will take no responsibility on Customer Software compatibility with the System.

Cancellation

The Customer has an opportunity to initiate the Cancellation process in any time during using the Services

When the Customer initiates the Cancellation process during the trial period, Next billing date and the start of the main period of the Subscription would not be counted. After the end of the trial period, Subscription will be cancelled.

When the Customer initiates the Cancellation process during the Subscriptional period, Next billing date would not be provided and after ending current Subscription period Subscription will be automatically cancelled.

Notice: Cancellation of the Services is not immediate, when the Customer initiates the Cancellation Process, he still can use the Services until the end of the Subscription which is the same as Next billing date.

When the Customer initiates the Cancellation process by himself, the FirstVPN does not provide any Refunds.