If a subscription does not suit you, a request is clearer when it identifies the purchase and reason. A failed installation, import error and lack of connection are different situations.
All plans include a money-back guarantee for 30 days after payment. This article explains how to prepare a support request. The time for funds to arrive after a refund is approved depends on the bank and payment processor.
Describe what happened
You could not set up the app. Include the device, client and stage: installation, link import or first connection. Save the error text if there is one.
The connection does not work. Explain whether internet works without the VPN and which checks you have already tried. This helps avoid repeating the same suggestions.
The issue concerns the purchase itself. Describe an incorrectly selected option, duplicate transaction or other reason separately. You do not need to invent a technical fault to explain your request.
Prepare your order information
Find the order number, date and amount, then match them to the account used for the subscription. If you have several purchases, identify the one your request concerns.
You can write: ‘My request concerns order [number] dated [date]. Reason: [description]. Already checked: [actions]. Please explain the refund options and process.’ Replace the bracketed values with your details, excluding access secrets.
After sending the request
Keep the conversation and instructions you receive. Reply in the same request if clarification is needed, so the purchase information and progress stay together.
Sending a request does not itself confirm a refund. Follow support’s reply for status and next steps. You can describe technical checks, but this article does not make them a mandatory condition for considering a request.