Order cancellation and refunds
How to cancel an unpaid order, what happens to a payment made after cancellation or a duplicate payment, and how to get a refund for a subscription. The Russian version is the primary one.
1. Cancelling an unpaid order
- An unpaid order shown as “Ожидает оплаты” (awaiting payment) is cancelled in the account with the “Отменить заказ” (cancel order) button. Cancelling is free and nothing is charged.
- If you have already paid on the provider's page, do not cancel. Wait for the order state to update in your account or contact support.
- A paid order, or an order that has been refunded, cannot be cancelled — contact support instead.
- A cancelled order cannot be paid. To buy a subscription, place a new order; the cancelled order does not block it.
- The payment page is valid for 30 minutes. An unpaid order is not cancelled automatically; you can cancel it manually.
2. Payment after cancellation
If a payment for a cancelled order still goes through at the provider, the service records it but grants no access and does not extend the subscription. The payment is passed to an operator, who issues a full refund. After cancellation the service keeps checking with the provider for charges on the order, so such a payment is not lost.
3. Duplicate payment and payment for another plan
- If the same order is paid twice, access is granted once. The extra payment is passed to an operator and refunded in full.
- You cannot create an order for a different plan during an active subscription. If a payment for another plan still goes through, it does not grant access; the operator refunds that payment in full, without crediting it to the current subscription.
4. Refund of a paid subscription
A full refund of a specific payment is issued on request within 14 days of the payment date, and also if access cannot be provided because of a fault on our side. Later requests are reviewed by an operator. Deleting the account does not by itself start a refund.
- Refunds are made only for the full amount of a specific payment. Partial and pro-rated refunds are not supported at this time.
- Once the refund is confirmed, the period paid for by that payment is removed from the subscription. Periods paid for by other payments are kept. If the subscription has then ended, devices lose VPN access.
5. How a refund works
- Refunds are issued by an operator whose role permits financial operations. Every action is logged with the operator and the reason.
- The money is returned through the payment provider MoonlightPay against the original transaction, that is, to the method you paid with. We never ask for bank details to make a refund.
- Your account shows the order as "refund confirmed by the provider" only after the provider has confirmed the refund.
- The operator reviews a complete request on business days. After the provider confirms the refund, funds usually arrive in 3 to 10 business days; the exact time depends on the provider and your bank.
6. How to request a refund
Create a request in the Support section of your account with the "Billing" category and select the order. If you cannot sign in, write to support@cyrvony.tech from the address the account is registered with. Do not send card data.
7. Disputes and chargebacks
Contact support first. If you open a bank dispute (chargeback), we review the payment and, if needed, refund it through the provider. A chargeback does not by itself cancel other paid periods. Repeated disputes without first contacting support may lead to account suspension.
Seller: 0Z CLOUD, the BLESS VPN service, website cyrvony.tech, email support@cyrvony.tech.