Refund Policy

1. First-purchase 30-day guarantee

You may request a full refund of your first direct Phoenix Access subscription within 30 calendar days after the initial charge. The request must be sent before the 30-day period expires. This guarantee applies once per person, household, payment method, and account, unless applicable law requires otherwise.

If approved, access under the refunded subscription may end when the refund is issued. Taxes and fees will be refunded to the extent they were collected by us and are legally refundable.

2. Renewal charges

You may request a full refund of a renewal charge within seven calendar days after the charge if you did not intentionally use the VPN service after the renewal took effect. Incidental automated activity will be reviewed reasonably. After seven days, renewal charges are nonrefundable except where required by law or where the Service was unavailable due to a verified Phoenix Access issue for a material portion of the renewed term.

Canceling before the renewal date prevents the next charge. We will provide legally required renewal notices, including notices applicable to covered annual service contracts.

3. When the guarantee does not apply

Unless law requires otherwise, we may deny a discretionary refund when:

• the request is outside the applicable period;
• the account has already received a refund under the first-purchase guarantee;
• the subscription was suspended or terminated for fraud, chargeback abuse, or a material violation of the Acceptable Use Policy;
• the purchase was made through an app store, marketplace, reseller, or other third party that controls the transaction and refund process;
• the customer cannot reasonably verify the account or transaction; or
• the request seeks a partial refund for ordinary use, a change of mind after the refund period, network conditions outside our control, or failure to cancel before renewal.

This Policy does not limit a non-waivable statutory right or remedy. Duplicate charges, confirmed billing errors, and unauthorized transactions will be investigated separately and corrected when verified.

4. How to request a refund

Email ttphoenixgroup@gmail.com from the email associated with the subscription and use the subject “Refund Request.” Include:

• the account email;
• the transaction date and amount;
• the transaction or order identifier, if available; and
• a short explanation sufficient for us to determine eligibility.

Do not email a full payment-card number, password, or other sensitive credential. We may request reasonable verification to prevent unauthorized refunds.

5. Review and processing

We aim to acknowledge requests within three business days and decide complete requests within seven business days. Approved refunds are sent to the original payment method. Your bank or payment provider may take an additional five to ten business days, or longer for some international methods, to post the credit. We do not control that posting time.

If the original method cannot accept a refund, we will work with the payment processor to identify a lawful alternative. Currency conversion differences and fees charged independently by a bank or payment provider may not be recoverable.

6. Cancellation is separate from a refund

Cancellation stops future automatic renewal and normally keeps the subscription active through the paid term. It does not automatically reverse a prior charge. You may cancel through the account method provided at enrollment or by emailing ttphoenixgroup@gmail.com from the account email.

If Phoenix Access permanently discontinues a paid Service for reasons unrelated to your breach, we will provide a prorated refund for the unused prepaid period unless a substantially equivalent replacement is provided and applicable law permits it.

7. Contact

Questions about this Policy may be sent to TT Phoenix Group LLC, doing business as Phoenix Access, at ttphoenixgroup@gmail.com.