Refund Policy

Last Modified: 06/11/2024

At Node9, customer satisfaction is our priority. We aim to provide a seamless and secure VPN experience. Please read our refund policy carefully to understand your rights and the conditions under which refunds may be granted.

1. 3-Day Change of Mind Refund

We offer a 3-day “change of mind” refund for new users.

• To qualify, the refund request must be made within 3 days of the initial purchase.
• Refunds will be issued to the original payment method and may take 5-10 business days to reflect, depending on your payment provider.
• This change-of-mind policy applies only to the first subscription purchase and does not apply to renewals.

2. Recurring Payments and Cancellations

All subscriptions (monthly or yearly) are set to automatically renew.

• Customers can cancel their subscription at any time, but cancellations take effect at the end of the current billing period.
• No refunds are provided for unused portions of the service once a billing period has started. The service will remain active until the end of the paid period.

3. Policy Violations and Refunds

Node9 reserves the right to terminate accounts that violate our Terms of Service, such as engaging in illegal activities, attempting to disrupt services, or committing fraudulent actions.

• Accounts terminated for violating policies are not eligible for refunds.
• We may suspend or terminate accounts that abuse the refund policy, including repeated requests or attempts to exploit the policy.

4. Exceptional Circumstances

Service Downtime

Node9 strives to provide 99.95% uptime. In cases where monthly downtime exceeds 0.05%, users can request service credits. Refunds due to prolonged downtime may be granted on a case-by-case basis.

Technical Issues

If ongoing technical issues prevent you from accessing our service, please contact our support team for assistance. If these issues cannot be resolved within a reasonable time, we may provide a partial or full refund.

5. Special Refund Circumstances

• Duplicate Payments: If a customer accidentally makes duplicate payments for the same subscription, a refund for the duplicate amount will be provided upon request.
• Fraudulent Payments: If a payment was made fraudulently or without the account holder's authorization, contact us immediately. Refunds may be issued following verification.

6. Requesting a Refund

To request a refund, contact us at [email protected] or via our Discord channel discord.gg/node9vpn with your account details and purchase information.

Refund requests are typically processed within 3-5 business days. Please allow additional time for your bank or payment provider to process the transaction.

7. Australian Consumer Law (ACL)

This refund policy is designed to be compliant with the Australian Consumer Law (ACL). Nothing in this policy limits your rights under ACL. Under ACL, you may be entitled to a refund if the service fails to meet consumer guarantees.

Node9’s ABN: 22484454061.

8. Exclusions and Limitations

Refunds are not available for accounts involved in activities that compromise our network, other users, or Node9’s reputation.

Free trials, promotions, and discounted services may have specific refund terms; refer to the relevant promotional terms.