When you buy apparel or electronics, if you find a problem with the goods it’s only right to receive a refund from the vendor. So why should things be any different with Virtual Private Networks (VPNs)?
There’s no reason why you should be stuck with a poorly performing VPN service, especially if the VPN in question promised super fast speeds or watertight security.
The trouble is, relatively few VPNs offer refunds or guarantees. Actually, it’s a perk that tends to be restricted to a few elite VPNs like NordVPN, GooseVPN or ExpressVPN. In this post, we’ll take a look at the last of those options, and explain exactly how the ExpressVPN refund system works.
Introducing the ExpressVPN money back policy
ExpressVPN is right at the top of most top 10 VPNs worldwide, and one of the most attractive feature of their service is their refund.
Here’s how it works:
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. And they don’t need to have crippled your experience. All ExpressVPN requires is that users aren’t “100% satisfied” and the refund should kick in.
It’s worth stressing that the refund isn’t really the same thing as a free trial. With most VPN free trials, users get to try a stripped down version of the provider’s client. With Express VPN, you get to download their full client and enjoy all of its features.
Are there any terms and conditions attached to the ExpressVPN guarantee?
Unusually for VPNs, there are very few specific terms and conditions regarding ExpressVPN’s guarantee. VPNs often include certain requirements with these kind of schemes, such as keeping within maximum data limits. But ExpressVPN has chosen to keep things simple. So anyone who downloads the client can apply for a refund within the 30 day period – it’s as simple as that.
The only real conditions 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.
By the way, it’s also important to know that the guarantee specifically lasts for “30 days.” That’s not the same as a month, so don’t get caught out. If you plan to cancel at the end of the trial period, you’ll have to do so within exactly 30 days of the moment your subscription started.
There may be some exceptions, though. For instance, if you can prove that the ExpressVPN service was unusable for a chunk of the 30 day period, the company may allow an extension to the refund (as long as you tried to tell them about the outages when they occurred).
Because of this, it’s useful to keep their support team in your address book for the term of the refund. You can reach them at [email protected]
How will the ExpressVPN refund be processed?
ExpressVPN undertakes to provide any refunds within seven days of users informing them about the cancellation. When the money is returned, it will be via the original payment method, and refunds are denominated in US dollars at the current exchange rate.
This might lead to some discrepancies – for instance, if you paid a month ago in Bitcoin and the exchange rate between Bitcoin and dollars changed in the meantime (it can happen). So don’t automatically assume that ExpressVPN is ripping you off. Any differences are most likely due to currency movements.
How do you claim an ExpressVPN refund?
If you’ve given ExpressVPN a try and it isn’t for you, claiming the 30 day refund shouldn’t be difficult. Just follow this simple step-by-step guide and the money will be in your account in no time.
Firstly, you’ll need to make sure that you cancel the auto-renewal function on your ExpressVPN account.
- Head over to the ExpressVPN website.
- Click on the “My Account” link at the top of the page and enter your ExpressVPN sign in details.
- In the “My Account” console, head to the “Subscriptions” section. Now, choose the “Manage Settings” link.
- This should bring up a list of any subscriptions you currently have with the VPN. Look for a button entitled “Turn Off Automatic Renewal.”
- Be careful here. Now there’s another button, which is also called “Turn off Automatic Renewal.” Press this to confirm your choice.
- You’ll now be taken to your My Account console. Look at the top of the page. There should be a message in red informing you that automatic renewals have been turned off.
- Check your email account. There should be a message from your payment provider or ExpressVPN confirming that you have cancelled the service.
That should take care of auto-renewals. However, that’s not the end of the process! Now you’ll need to inform ExpressVPN’s Customer Service Team about your intention to claim a refund. It’s a time-consuming process, but it needs to be done.
Thankfully, getting in touch with Customer Service isn’t hard. Just scroll down to the bottom of the ExpressVPN home page and you’ll see a green button entitled “Need help? Chat with us!”
Press the button and start a chat session. Inform the representative that you’d like a refund and they will request some details to verify your identity. They may also ask about your reasons. There’s nothing sinister about this, it’s just helpful for ExpressVPN to know why people cancel. So if you have a problem, be sure to let them know.
In a few minutes, you should be able to conclude the process. The refund will be processed as we discussed above. If you cancelled before the end of the 30 day period, you’ll also be able to use ExpressVPN until the period elapsed.
Take advantage of the ExpressVPN money back policy
Hopefully by now you know how to claim your money back from ExpressVPN. Given ExpressVPN’s reputation, you probably won’t need to do so, but it’s nice to have the option. And with so much choice in the world of VPNs, you might find a provider which better suits your needs.