Refund & Cancellation Policy
PrimeVPN is a prepaid digital VPN subscription service. Refunds and cancellations are handled clearly and fairly.
Digital Service
PrimeVPN access is delivered digitally through account access. No physical product is shipped. Once digital access has been activated and used, refunds may be limited.
Refund Window
Refund requests may be considered within 3 days of purchase where the service has not been fully used, abused, resold incorrectly, or transferred in a way that prevents verification.
Eligible Refunds
A refund may be approved where there is a verified service issue, duplicate payment, incorrect package activation, or a valid unused digital access request within the refund window.
Non-Refundable Cases
Refunds may be declined where the account has been used successfully, expired, abused, banned for misuse, shared against the rules, or where the request is outside the refund window.
Cancellation Terms
PrimeVPN is prepaid. Customers can cancel by choosing not to renew or by contacting support to stop future access/renewal requests. Cancellation stops future service use but does not automatically refund already used digital access.
How To Request
Contact support@primevpn.cloud with your payment reference, account username, purchase date, and reason for the refund or cancellation request.
Processing
Approved refunds are processed back through the original payment method where possible. Processing times may depend on PayFast, the bank, or payment provider.
Reseller Purchases
PrimeVPN's PayFast merchant account is used only for payments owed to PrimeVPN. PrimeVPN does not collect funds on behalf of resellers or third parties through its PayFast merchant account.
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