Refund policy
We stand behind our service with a clear, no-questions-asked 3-day money-back guarantee on your first paid charge.
3-day money-back guarantee
If NexTunnel does not work for you within 72 hours of your first paid charge, we will refund 100% of that charge. No forms, no negotiation — just open a ticket and we process it.
Who is eligible
The guarantee covers your first paid charge only. Specifically:
- Within 72 hours of the original charge timestamp (not the day, the exact 72-hour window).
- Less than 5 GB of traffic used across all your devices in that window.
- First-time paid charge on this account — repeat customers asking for a second refund are reviewed case-by-case.
- Charges from Stripe, NowPayments, and Lava.top are all covered.
How to request a refund
The whole process is one ticket. We do not ask for screenshots or proof — we already have the data on our side.
- 1.Sign in and go to /dashboard/support — open a new ticket.
- 2.Use subject "Refund request" and include your transaction ID or last four digits of the card / crypto tx hash.
- 3.We confirm eligibility within 4 business hours and trigger the refund the same day.
- 4.Cards: refund appears in 5–7 business days. Crypto: reversal sent within 1–3 hours.
Processing timeline
Once we trigger the refund, the timing is set by the payment processor — not by us.
- Cards (Stripe / Lava.top)
- 5–7 business days
- Crypto (NowPayments)
- 1–3 hours
Refund hits your statement after the issuing bank processes it.
Sent in the same coin you paid with, to the address you provide.
What is not refundable
The 3-day guarantee covers your first paid charge. The following are not eligible:
- Renewal charges — if your plan auto-renewed and you forgot to cancel, contact us; we may issue a one-time goodwill refund but it is not guaranteed.
- Traffic top-ups and add-ons (extra GB, extra device slots) — these are consumed instantly.
- Refund requests after 72 hours or after 5 GB of traffic — outside the guarantee window.
Need a refund? Open a ticket
We do not punish refund requests. If the service does not work for you, we want you on a service that does — even if it is not us.