Contact support first so the order, activation or service issue can be reviewed.
Refund outcomes depend on whether the service has been activated, configured, delivered or substantially reviewed.
Not activated yet
If an order has not been activated or manually worked on, Xensec may be able to cancel or refund it after review.
Activated VPN access
Once VPN access or a VPN configuration has been prepared/delivered, refunds may be limited because the service period has started.
Manual services
For Dedicated VPN, Website Guard, Email Shield and Business Shield, manual work may begin soon after order review. Refunds may be limited once work has started or reports/documents are prepared.
Technical problems
If a service does not work as expected, open a support ticket so Xensec can investigate, re-issue configs, provide guidance or correct the issue where possible.
Abuse and policy violations
Services suspended or terminated for abuse, fraud, chargeback risk or acceptable-use violations may not be eligible for refund.
How to request
Open a Billing & Renewals ticket with your order number, service name and reason for the request.