Refunds and the 7-day money-back guarantee
Every Throughwire plan has a 7-day money-back guarantee. How to request a refund, how long it takes, and the quick diagnostics worth trying first.
Every Throughwire plan is covered by a 7-day money-back guarantee. If the service doesn't work for your situation, write to us and we refund the full amount.
How to request a refund
Send a contact form message with:
- The email on the account
- The plan you bought
- One sentence about what isn't working (speed, stability, an unsupported app, anything)
There's no refund form to fill out and no cancellation flow to navigate. We read it, confirm, and refund.
Timing
We initiate the refund within one business day. Your bank takes another 5 to 10 business days to put the money back on the card. That second part is a card-network process, not us holding the money.
Try the diagnostics first
Most refund requests we see are fixable in a few minutes. Common patterns:
- Speed lower than expected is usually a carrier issue (China Unicom in particular peers poorly with Japan in the evening). A quick test from a hotspot on a different carrier confirms it.
- Won't connect on desktop is usually a Hiddify quirk. See connection won't start.
- A specific app blocked: banking and trading apps actively reject VPN connections. Briefly disconnect to use them, then reconnect.
If you'd like, write to us first and let us look at the route from our side before you decide. Either way, the guarantee stands.