Orders, receipts and refunds

This guide explains where to find your order number, how to request a refund, how long each payment method takes to arrive and how to obtain a receipt. The full rules are in the Refund Policy.

Finding your order number

Website order numbers start with ord_ and appear in:

• the confirmation page after payment;
• the receipt email sent to your address after payment;
• the order history on the website account page.

Always include the order number when requesting a refund, a receipt or a payment check; it lets us find the order immediately without asking for more details.

Website orders: 7-day money-back guarantee

Orders placed directly on this website are refundable in full within 7 days of payment, no reason required and with no usage threshold.

To request a refund:

1. Email billing@tpvpn.com with the subject "Refund request".
2. Include the order number starting with ord_ and your @handle; a reason is optional.
3. We confirm within 1 business day and complete the review and initiate the refund within 1 to 3 business days.

Refunds go back to the original payment method. Card refunds usually arrive within 5 to 10 business days depending on the issuing bank; Alipay and WeChat Pay refunds are processed asynchronously by the payment provider, which notifies you when they arrive. Once a refund is complete, the service days of that order are deducted.

Subscriptions bought through the App Store or Google Play

In-app purchases are billed by Apple or Google, and refunds are handled by them under their own policies; TP VPN cannot move store funds directly.

• App Store: go to reportaproblem.apple.com, sign in with your Apple account, select the TP VPN purchase and submit a refund request.
• Google Play: follow the steps in the Google Play Help Center; outside the store's self-service window, contact Google Play support.

If you need order details, usage records or a written statement (for example "this account could not connect during the period") to support your request, email billing@tpvpn.com with your @handle and the approximate purchase time and we will prepare them within one business day. Note that cancelling a subscription in the store only stops future charges; it is not a refund.

USDT payments: arrival time and confirmations

The website accepts USDT on the TRC20 and ERC20 networks. Send on exactly the network chosen at checkout and for the exact amount; a transfer on the wrong network cannot be recovered.

Once the required confirmations are reached, the order is activated automatically and a receipt is sent. If nothing has happened 30 minutes after payment, email billing@tpvpn.com with the order number and the transaction hash (TXID) and we will check it manually.

Because on-chain transactions cannot be reversed and prices move while a refund is processed, refunds of USDT orders inside the 7-day window are provided as equivalent service time or account credit. If you insist on receiving USDT, we can return the equivalent value calculated at the rate at the time you paid, with network fees borne by the requester. See the Refund Policy.

Card, Alipay and WeChat Pay arrival times

These three methods are usually confirmed within seconds and activated immediately; cards are processed by Stripe and card details never touch our servers. If the payment succeeded but the app does not show the subscription as active, pull down to refresh on the Plans tab or sign out and back in.

Receipts and invoices

• A receipt for every website order is emailed automatically to the address given at checkout.
• For a resend or an electronic receipt, email billing@tpvpn.com with the order number.
• The Enterprise plan includes invoicing and business billing; contact bd@tpvpn.com.
• Receipts for in-app purchases are issued by Apple or Google; see the purchase history in the respective store.

After a refund the service days of that order are deducted while days from other orders or rewards remain; deleting your account never refunds automatically, so request the refund first and wait until it is complete. For any other billing question, email billing@tpvpn.com; we reply within 24 business hours.