Refund Policy

VPNFAST LTD., Office 12675, 182-184 High Street North, London, England, E6 2JA. Email: [email protected].

Your subscription renews automatically until you cancel it. You can cancel at any time.

• Website: sign in to your SpiderVPN account, open your subscription and choose Cancel. If you cannot do this, email [email protected] or write to us through the support desk and we will cancel it for you. A clear message from you is enough.
• App stores: cancel in the store. We cannot cancel store subscriptions for you.

When you cancel, you keep access until the end of the period you paid for.

During a free trial on our website: cancel the same way before the trial ends. You keep access until the trial ends and you are not charged. If you do not cancel, your payment method is charged when the trial ends (Terms of Service, section 7.2).

This section applies to subscriptions you buy on our website. For store purchases, see section 5.

2.1 The right

You can cancel your contract within 14 days without giving a reason. The 14 days start on the day after we confirm your order.

2.2 Starting straight away

The service starts as soon as you pay, but only if you ask for that. At checkout we ask you to tick a box that says:

“Start my service now. I understand that if I cancel within 14 days I'll get a refund minus a proportionate amount for the days I've used.”

If you ask us to start straight away and then cancel within 14 days, we refund what you paid minus an amount for the service you received up to the time you told us you were cancelling. We work this out in proportion to the full price: the price of your plan divided by the number of days in the plan, multiplied by the days you had the service.

Example: you buy a 1-year plan for £31.99 and cancel on day 5. The amount for 5 days is £31.99 ÷ 365 × 5 = £0.44, so you get back £31.55.

If you start a free trial on our website, the trial sign-up asks you to tick a box that says:

“Start my free trial now and my paid plan automatically when the trial ends. I understand that once the trial ends and my first payment is taken, it is not refunded, except where the law requires it.”

2.3 How to cancel

Tell us clearly that you want to cancel. You can:

• email [email protected];
• write to us through the support desk;
• use the cancellation form below (you do not have to).

2.4 Your refund

We refund you within 14 days of the day you tell us you are cancelling. We use the same payment method you used, unless you agree otherwise or you paid with cryptocurrency (section 7). There is no fee.

2.5 Model cancellation form

To VPNFAST LTD., Office 12675, 182-184 High Street North, London, England, E6 2JA, [email protected]:

I/We hereby give notice that I/We cancel my/our contract for the supply of the following service: [SpiderVPN plan]

• Ordered on: [date]
• Name of consumer(s):
• Address of consumer(s):
• Signature of consumer(s) (only if this form is sent on paper):
• Date:

You can only get money back within the first 14 days of your first SpiderVPN subscription.

• If you start with a free trial on our website: the 14-day free trial is that period. Cancel before it ends and you pay nothing, so there is nothing to refund. Once the trial ends and your first payment is taken, that payment is not refunded, except where the law requires it (section 2).
• If you subscribe without a trial: you can cancel within 14 days under section 2 and get a refund minus a proportionate amount for the days you used.
• How: email [email protected] or use the support desk.

We do not offer any other money-back guarantee. Section 5 explains app store purchases and section 6 explains routers.

We do not refund renewal payments. You can cancel at any time to stop the next renewal, and you keep access until the end of the period you paid for. Before every renewal we email you the invoice and a reminder with the renewal date and a link to cancel (Terms of Service, section 8.4), so you can cancel in time.

If you bought in the Apple App Store, Google Play or the Amazon Appstore, the store took your payment. The store's own refund rules apply to the payment. Your legal rights still apply.

5.1 Apple App Store

Only Apple can refund App Store purchases. To ask for a refund, go to reportaproblem.apple.com, sign in with your Apple ID and choose the SpiderVPN purchase. Apple decides. If Apple refuses and you think you are owed money, contact us and we will help.

5.2 Google Play

You can ask Google for a refund in Google Play. Google may refund some purchases itself shortly after you buy. You can also ask us: email [email protected] with your Google Play order number (it starts with “GPA.”). We can refund Google Play purchases.

5.3 Amazon Appstore

Amazon handles refunds for Amazon Appstore purchases. Contact Amazon customer service.

5.4 Cancelling a store subscription

Cancel in the store (see “At a glance”). Deleting the app does not cancel the subscription.

6.1 Changing your mind

You can cancel a router order within 14 days of the day you receive the router, without giving a reason. Tell us, then send the router back within 14 days of telling us. We refund the price of the router and the standard delivery cost within 14 days of receiving it back, or of receiving proof that you sent it, whichever is earlier.

You pay the cost of sending the router back, unless it is faulty.

We may reduce the refund if the router's value went down because you handled it more than you needed to in order to check it, as you would in a shop.

6.2 Faulty routers

If your router is faulty, you have legal rights. In addition, Lite and Pro routers have a 12-month hardware warranty from delivery. Contact us and we will repair or replace it, or refund you where the law says so.

If you paid with cryptocurrency, we cannot refund in cryptocurrency. We refund the amount you are owed in the currency of your order by bank transfer or PayPal. We will ask you for your bank or PayPal details.

Email [email protected], or use the support desk at spidervpn.org/support.