Sometimes VPNs make it hard to actually redeem their “money-back guarantees,” forcing users to pass through numerous stages before their money is returned. As one of the best VPNs around, you wouldn’t expect ExpressVPN to suffer from these issues. But how easy is it to cancel ExpressVPN, and how should users go about doing so?
This guide will explain every step clearly, making cancellation simple.
How to cancel ExpressVPN (without a refund)
Firstly, let’s assume you’ve held an ExpressVPN subscription for some time, and want to cancel your account after experiencing problems. In this case, it’s likely that you’ve overshot the 30-day guarantee period, so obtaining a refund isn’t on the cards.
However, it’s still important to cancel your account properly. By doing so, you can ensure that your details are removed from ExpressVPN’s records while canceling any automatic payment renewals.
To cancel after 30 days, follow these simple steps:
- Fire up the ExpressVPN client and use it to log onto your ExpressVPN account.
- Choose the My Subscription page, which should show information about your current payment plan. It should also contain a button marked Turn off automatic renewal.
- Press the button, and you’ll see a message asking you whether you are sure. Choose the same Turn off Automatic Renewal button once more.
- After that, you’ll see a final reminder (ExpressVPN wants to persuade all users to think twice about the cancellation). Click the Turn off button again.
- On the Subscription page, you should see a message informing you that your subscription is due to expire on a certain date.
Naturally, this means that your ExpressVPN account will be operational until the billing period expires. If you need to cancel ExpressVPN right away, you’ll need to use the Live Chat function and talk to ExpressVPN support, manually requesting that the staff process a cancellation.
In both situations, you’ll receive an email confirmation, informing you of the cancellation. If not, get back to ExpressVPN, as there’s a good chance that the cancellation hasn’t been carried out.
How to cancel ExpressVPN and get a refund
If you started a subscription less than 30 days ago, the situation is completely different. In that case, you can request a full refund, regardless of how much you’ve used ExpressVPN during that period. Here’s how to make a refund request:
- Load up ExpressVPN or head to the company’s website, and log into your account.
- Head to the My Subscription tab, and then choose Manage Settings.
- Choose the Turn off Automatic Renewal option on the next page.
- Confirm your choice on the next two pages, and ignore the messages about returning to your dashboard or reconsidering.
- When that’s done, you’ll receive a message stating that your subscription has ended.
How will the ExpressVPN refund be processed?
The next step isn’t technically essential, but we would recommend it to ensure that your refund is delivered.
Use the Live Chat function to talk to the ExpressVPN team to notify them that you are canceling, and would like proof that your money is being refunded. If you haven’t breached the 30-day intro period, the staff member should confirm that your money will be refunded within 5-7 working days.
When that period has elapsed, whatever payment method you chose to subscribe should be used to refund the cost of the subscription.
However, there’s one issue that may arise. If you have used PayPal to purchase a subscription, you may need to cancel your PayPal IPN (Instant Payment Notification). This can be easily done via the IPN History panel of your PayPal dashboard. It’s a good idea to double-check this, to make sure that you aren’t billed by accident.
The ExpressVPN refund policy
All customers who take out a subscription with ExpressVPN are entitled to a full refund up to 30 days after they start their package. The VPN promises “no hassle, no stress” when applying for a refund. All you need is a basic explanation of the problems you’ve encountered.
The only potential issues relate to upgrades. If you upgrade your account or add a license to your account within the 30-day ExpressVPN money back term, that counts as waiving the guarantee – something to be aware of.
It’s also important to note that the guarantee specifically lasts for “30 days.” That’s not the same as a month, so don’t get caught out.
At this stage, it’s probably handy to reiterate the basic ExpressVPN refund policy, to clear up what customers should expect, and to offer some help for users who have passed beyond the 30-day period.
Customers can claim refunds beyond 30 days in some cases. As the terms of service state, refunds may be provided “if a Subscriber can demonstrate that the Service was not available or usable during the subscription period and that reasonable attempts were made to contact ExpressVPN to resolve the issue.”
Who is eligible for an ExpressVPN refund?
In practice, the terms of service suggest that ExpressVPN will use its discretion to approve refunds. But it doesn’t mean that requests will be rejected. Actually, when there are service outages or other problems, the VPN is generally happy to provide “pro-rata” refunds for periods when the service was disrupted.
Anyone who has an ExpressVPN subscription is eligible for a refund, providing they have contacted the company with complaints about the services provided. This is important to remember: if you stay silent and keep your problems to yourself, you won’t have any luck when you ask to refund ExpressVPN charges.
4 reasons why you may not get your ExpressVPN refund
With ExpressVPN, there is a small chance that refunds will be denied or not received for several reasons:
- You have purchased ExpressVPN via the Apple App Store. ExpressVPN does not issue 30 day refunds for in-app purchases on Apple devices. Refunds are still available, but users need to make requests via the Apple Store.
- You don’t meet ExpressVPN’s refund criteria. If there is no evidence of service problems and you haven’t told ExpressVPN about those issues, there’s a good chance your request will be turned down.
- PayPal problems block the auto-renewal cancellation. In some cases, customers have found that cancellations have been blocked by PayPal, which is why we recommend manually stopping IPNs when requesting a refund.
- The refund process wasn’t completed. Remember all of those “Turn off auto-renewal” buttons we talked about earlier? If your refund hasn’t arrived, there’s a chance that you missed one of those annoying buttons, and bailed out of the process too soon.
The bottom line: take advantage of ExpressVPN’s money-back feature
Privacy is important, so nobody should contend with sub-standard VPN services. While ExpressVPN generally serves its customers well, there will inevitably be a few problems here and there, which is why the company offers a 30-day money-back guarantee. As we’ve seen, redeeming the guarantee isn’t complex, and there may also be refund options for those who have used the VPN for a longer period.
In any case, don’t settle for poor performance. If ExpressVPN isn’t working for you, log on and demand that refund today.