ErrorX
Legal Information

Refund Policy

Last updated: 30 July 2026

We would rather refund someone we cannot help than keep their money. This page sets out when a refund applies, how it is paid back, and the cases where something better than a refund already happens automatically.

01

When you can request a refund

You are eligible to ask for a refund in any of these situations:

  • Within 24 hours of purchase, if the service does not work as described on your connection
  • A technical fault on our side that we cannot resolve for you within a reasonable time
  • A duplicate charge, or a payment taken twice for the same order
  • A payment that was taken but never activated a subscription
  • A subscription bought by mistake and reported before you have used it
Test before the 24 hours are up
Run a speed test against an international server before and after connecting. If the difference is not there, tell us straight away — that is exactly what the window is for.
02

What is not refundable

These fall outside the policy:

  • Subscriptions past the 24-hour window that have been used normally
  • Time already consumed on a subscription — we refund what is unused, not what you have had
  • Subscriptions granted by a gift code, a promotion or a trial, which carry no purchase value
  • Payment gateway processing charges, which are collected by the gateway rather than by us
  • Cases where your ISP connection itself is at fault, which routing cannot repair
03

Changing plan is not a refund

If you simply want a different plan, you do not need this policy at all — the system already handles it, and usually in your favour:

Upgrading or switching mid-term

  • We work out what your remaining time is worth and credit it against the new plan
  • You pay only the difference; if the credit is larger, the surplus goes to your wallet
  • Your new term starts immediately, at the new speed and device count

Adding devices

  • You pay for the extra devices only, prorated over the days you have left
  • Your expiry date does not move

Buying again before expiry

  • The new time is added on top of what you have — nothing is lost or overwritten
04

How to request one

Open a support ticket from your dashboard, or email us. Include:

  • Your order number — it begins with ORDX-
  • The account email address you signed in with
  • What went wrong, in as much or as little detail as you like
  • Speed test results before and after connecting, if the issue is performance
A ticket is faster than a message
A ticket is linked to your account, so we can see your orders, payments, subscription and devices without having to ask you for any of it.
05

How the money comes back

Approved refunds are returned in one of two ways, and we will tell you which before we process it:

ErrorX wallet credit

Immediate, and spendable on any future plan. This is the default, and the only route available for an order that was itself paid from wallet balance.

Back to bKash or PayStation

Returned to the account the payment came from. Subject to what the gateway permits, and how far back the original transaction was.

Timing
We review requests within two business days. Wallet credit appears immediately on approval; a gateway refund typically takes 5–7 business days to reach your statement, depending on your provider.
06

Abuse of this policy

We reserve the right to refuse a refund, and to close an account, where the policy is being used in bad faith — for example repeatedly buying and refunding, or requesting a refund for a term that has been used in full. This is rare, and we will always explain our reasoning before acting.

Questions?

Reach out to our team and we'll get back to you.

[email protected]