You won’t read about it in their marketing materials, but Virtual Private Networks can sometimes fail to deliver. When that happens, customers generally won’t have to swallow a loss and pay for a different provider. Instead, the best VPNs around offer ways to apply for a refund.
PureVPN definitely qualifies as one of the world’s elite VPNs (at least in terms of popularity), with an international customer base, and a set of slick clients for multiple platforms. But it has its detractors, and sometimes speeds aren’t what the provider claims they are.
Fortunately, there is a way out for PureVPN customers who decide that they’d like to switch, and that’s what this blog post is all about. Read on to find out how to claim a PureVPN refund, so you can find the perfect security solution without paying over the odds.
What is the PureVPN refund policy?
Before we move onto explaining how to apply for a refund, it’s a good idea to be clear about how PureVPN structures its refunds policy. This tends to differ from company to company, so getting to know the specific details is very useful.
The PureVPN website promises refunds that are “risk-free,” “stress-free,” and come with no questions asked. That’s a good start.
Customers can apply for their money back up to 31 days after signing up for a PureVPN account (more on that later), and they can request a refund “for any reason whatsoever.” Again, this all sounds very encouraging.
Be aware that before the refund is processed, PureVPN will try to persuade you to stick around. If you have a specific technical issue, the company undertakes to attempt to find a solution before a refund is delivered. But if you’re determined to extract your outlay, that won’t be an obstacle.
When you make a request, it should be followed up within 24 hours, but this doesn’t necessarily mean that your money will be deposited quickly. Although the processing speed is fast, PureVPN states that “Payments may take up to 30 days to appear in your account depending on your bank, card or payment provider.”
Are there any exceptions in the PureVPN refund policy?
As usual, there are some minor details that could trip up PureVPN users. For starters, 3-day trials are not refundable. That’s a shame, but with a trial costing just $2.50, it’s not likely to break the bank. Still, if you’re thinking about haggling for your money back, don’t bother.
More importantly, some payment options cannot be refunded. This includes any VPN accounts purchased via Google Play or the Apple Store. That’s because payments in those cases are processed via the app stores themselves. Refunds may be available through recourse to the vendors, but PureVPN won’t have anything to do with that.
This isn’t a deceptive practice, by the way. When you make a PureVPN purchase, some packages are marked as “non-refundable,” so you have been warned.
However, these exclusions won’t affect the majority of PureVPN users, so let’s move on to discuss how Linux, Windows, and MacOS users can claim their money back if PureVPN doesn’t deliver.
How to claim a PureVPN refund
Firstly, be sure to give PureVPN a try for a week or so after subscribing. All VPNs vary from server to server and even have patches of poor performance. So don’t rush to judgment too quickly. Make an even-handed assessment of what the company has to offer before trying an alternative.
But don’t delay too long. As we noted earlier, PureVPN imposes a time limit of 31 days for customers to redeem the money back guarantee. After that point, your subscription will roll over, and you’ll be liable for the term you selected.
Now that that’s out of the way, here is a quick outline of the refund process:
- Use your PureVPN credentials to log onto the Members Area.
- When you’ve logged onto your dashboard, head to the menu on the left-hand side, and choose the My Services option.
- Choose the icon to the right-hand side of your VPN account, and click through to the Details page.
- At the bottom of this page, you should see a link marked Request Cancellation. Click the link.
- A cancellation form should appear. You’ll need to enter your account details, supply a quick reason for cancellation, and provide a little feedback about your experience with PureVPN.
There’s no need to write an essay or undergo an interrogation from customer support. Just use the drop-down menus to provide the information required. By the way, if you do choose to add extra information, there’s a greater chance that the support team will get in touch.
- After you submit the cancellation form, the PureVPN team will follow up the request within 24 hours. If you have supplied a specific technical reason for cancellation, they may contact you with advice. Just inform support staff of your final decision to cancel, and they won’t bother you again.
Remember, if your issue with PureVPN is solely technical (such as IP leaks, slow speeds, or connections dropping), there may be a way to resolve the issue. It could be worth starting a live chat with the customer support team or raising a support ticket.
Will you encounter any problems when requesting a PureVPN refund?
Theoretically, this all seems very simple – almost too simple, right? Anyone who has tried to cancel a contract of any kind will be unsurprised to learn that some PureVPN users have run into problems when requesting a refund.
For instance, at times PureVPN has been very persistent about contacting customers after a cancellation request. This isn’t such an issue anymore, but previously the company used to send numerous follow-up emails asking customers to reconsider. Then again, this can sometimes include generous discounts, so it’s not all bad.
If this happens to you, just politely inform the company that your initial decision still stands, and that you intend to follow through with the cancellation. PureVPN will always relent in time.
Others have run into problems relating to identification. Many VPN users prefer to use anonymous payment methods to sign up for privacy services. But when you request a PureVPN refund, the company will not provide a refund if you “fail to provide sufficient proof of your identity.”
You might also read that PureVPN denies refunds for other reasons that no longer apply. For instance, in the past refunds have been denied if users consume above 3GB of data, or if the user has exceeded 100 sessions. This is no longer the case, so don’t worry about those conditions.
You may also come across social media discussions of failed refund requests and deceptive support. These issues surfaced way back in 2014 when PureVPN only offered a 3-day refund (so not much time to make a request!). They seem to be a rare occurrence these days.
Always read the fine print before signing up for VPNs
As we’ve seen, extracting a refund from PureVPN shouldn’t be a problem. The company has made refunds easier to obtain and extended the time available, and it now has one of the better refund facilities in the VPN sector. So feel free to give it a try and cancel if you aren’t 100% satisfied.
After all, it’s really important to be comfortable with your chosen supplier. We rely on VPNs so guard our privacy, access streaming services, and protect against surveillance or cyber-criminals, so we need to trust the provider we choose. If performance isn’t good enough, that could well be a sign of poor security and privacy protections. So moving elsewhere is totally understandable.
If you need to know more about alternatives, be sure to check out reviews of the best VPNs. And be ruthless. Don’t let VPNs boss you around. If you want to switch – go ahead and switch. That’s what refunds are for.