Refund policy

  1. Refund for new customers
    1. Astrill provides a free 7-days trial for all new customers. We advise all customers who are interested to purchase our product to ask us for a free trial. This way a customer will be sure if our software works correctly on his/her computer.
    2. It's important to note that we DO NOT offer unconditional (also known as "No questions asked" or "Don't ask why") refund. You can be refunded only and only if you meet conditions described on this page.
    3. If you have used our free trial and as a satisfied user purchased our paid service, you are not eligible for any future refunds.
    4. If you have not used our free trial option to evaluate our service before purchase and purchased full service, you are eligible for a full or partial refund within 7 days of purchase only and only if:
      • Astrill doesn't work on your computer due to technical reasons AND
      • You are using supported OS with valid legal license with latest official updates installed AND
      • Astrill technicians were not able to fix the problem within 7 days after purchase was made
    5. If you want to issue a refund for some of our add-ons (such as Private IPs or VIP) we will refund in form of Astrill credit only (no cash refund possible), and accordingly to the time of using the above mentioned add-on.
    6. You specifically agree that no cash refund is possible for any add-ons purchased and used for longer than 1 day
    7. If you are eligible for refund then the amount is always adjusted according to the time of using Astrill services, i.e. the refund does not cover the period prior to the request.
    8. For a refund requests, please email us at support@astrill.com and state exact reasons you wish a refund. If you are eligible for a refund, we will issue you a refund within 3 business days.
  2. Router warranty and refund policy
    1. Astrill products are covered by a limited liability warranty from defects in material and workmanship. This warranty does not apply if, in the judgement of Astrill, the product fails due to damage from shipment, handling, storage, accident, abuse or misuse, or if it has been used or maintained in a manner not conforming to the product's instructions, has been modified in any way, or has a defaced or removed serial number. Repair by anyone other than Astrill or an approved agent voids this warranty.
    2. The duration of router warranty is 6 months since the date of shipping to customer.
    3. The maximum liability of Astrill is the product purchase price.
    4. If customer meets the warranty conditions, he can choose between a replacement router (shipped for free) or refund in form of Astrill credit, which can be used to purchase any Astrill Services.
      • Warranty is for the original purchaser only and is not transferable
      • Proof of purchase is required to get warranty service.
      • Return shipping is prepaid by the customer.
      • International customers may be subject to duties, taxes and brokerage fee. Customers are responsible for fees incurred.
Last Updated: March 2018
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