Effective date: August 25, 2026
This policy applies to dedicated-IP VPN subscriptions purchased directly from 21hop. Purchases made through a third-party marketplace or reseller, if offered, are also subject to that seller's refund procedures. Nothing in this policy limits a mandatory refund, cancellation, chargeback, or consumer-protection right.
You may cancel an individual VPN instance from the Billing section of the customer portal before its renewal date. Cancellation stops future renewals for that instance. Unless the instance has been suspended or terminated for a permitted reason, access continues until the end of the already-paid billing period. Cancelling does not by itself refund amounts already paid.
The first-purchase refund opportunity applies once per person, household, or organization. It does not apply to an account terminated for fraud, abuse, or a material violation of the Terms of Service. We may refuse duplicate, fraudulent, or abusive requests. Mandatory rights under applicable law always prevail.
Renewal charges are generally non-refundable. You can avoid a renewal charge by cancelling the affected instance before its renewal date. For annual subscriptions, 21hop will send an electronic renewal reminder between 7 and 30 days before the renewal date. In exceptional cases, we may consider a renewal refund request made within 48 hours after the charge where there has been no material use after renewal. This discretionary review does not restrict rights provided by applicable law.
If 21hop permanently discontinues an active paid instance for reasons unrelated to your breach and cannot provide a reasonably equivalent service through the end of the paid period, we will provide a prorated refund for the unused prepaid portion, unless another remedy is required by law.
Except where applicable law requires otherwise, we do not refund:
Email billing@21hop.com with the account email address, invoice or payment reference, the affected VPN instance, and the reason for the request. We aim to review a complete request within 10 business days. Approved refunds are returned to the original payment method where practicable and generally appear within 5 to 15 business days after approval, depending on the processor and financial institution.
Please contact billing@21hop.com before initiating a payment dispute so we can try to resolve the issue. This request does not limit any chargeback or consumer right available under applicable law. We may temporarily restrict an account where a dispute creates a reasonable fraud, abuse, or security concern.
This policy is governed by the laws of Alberta and the federal laws of Canada applicable in Alberta, subject to mandatory consumer rights. We may update this policy prospectively by posting a revised version and changing the effective date. A change will not reduce a refund right that arose before the change took effect.