1. Our Commitment
We stand behind the quality of our service. If Serica VPN isn't right for you, we offer a straightforward refund policy with no complicated procedures. We want you to try our service with confidence.
2. 30-Day Money-Back Guarantee
All new subscriptions (Traveler, Nomad, and Pro plans) are covered by our 30-day money-back guarantee. If you are not satisfied for any reason, you can request a full refund within 30 days of your initial purchase.
2.1 Eligibility
- The request must be submitted within 30 days of the original purchase date
- The guarantee applies to the first subscription purchase only. It does not apply to renewals or upgrades
- The account must not have violated our Acceptable Use Policy
- The guarantee is limited to one refund per customer
2.2 How to Request
To request a refund, contact us at support@sericavpn.com with:
- Your registered email address
- Your order or transaction ID
- A brief description of the reason (optional, but appreciated)
We will process your refund within 5–10 business days. Funds are returned to the original payment method.
3. Subscription Renewals
Subscriptions renew automatically at the end of each billing cycle. We send a renewal reminder by email 7 days before the renewal date. If you do not wish to renew, you must cancel before the renewal date.
Refunds are not available for renewal charges after the payment has been processed, except where required by applicable law. If you believe a renewal charge was made in error, contact us within 48 hours of the charge and we will review the case.
4. Cancellation
4.1 How to Cancel
You can cancel your subscription at any time from your account dashboard under Settings → Subscription → Cancel Plan. No phone calls, no retention flows, no hoops to jump through. Just one button.
4.2 What Happens After Cancellation
- Your subscription remains active until the end of the current billing period
- You will not be charged again after cancellation
- Your account and data are retained for 30 days after expiry, then permanently deleted
- You can reactivate any time within those 30 days without losing your configuration
4.3 Partial-Period Refunds
We do not offer pro-rated refunds for the unused portion of a subscription period following cancellation. You retain full access until the end of the period you paid for.
5. Plan Changes
5.1 Upgrading
When you upgrade your plan mid-cycle, you are charged a pro-rated amount for the difference. The upgrade takes effect immediately and the new plan's features are available right away.
5.2 Downgrading
When you downgrade, the change takes effect at the start of your next billing cycle. You keep your current plan's features until then. Downgrading does not trigger a refund for the current period.
6. Payment Failures
If a renewal payment fails, we will retry the charge over the following 7 days and notify you by email. If the payment is not resolved within that window, your subscription will be suspended, not immediately terminated, giving you time to update your payment information and restore service without data loss.
7. Chargebacks
If you initiate a chargeback with your bank or card issuer without contacting us first, your account will be suspended immediately pending investigation. We strongly encourage contacting our support team first. We resolve the vast majority of billing issues quickly and without the extended delay a chargeback process entails.
Fraudulent chargebacks may result in permanent account termination and may be referred to relevant authorities.
8. AUP Violations
Accounts terminated for violations of our Acceptable Use Policy are not eligible for refunds, regardless of remaining subscription time or whether the 30-day window has elapsed.
9. Exceptions and Special Circumstances
We evaluate requests on a case-by-case basis. Extended service outages attributable to Serica infrastructure (not ISP or government-level blocking) may be eligible for service credits at our discretion. Contact support to discuss your situation.
Applicable consumer protection law in your jurisdiction may provide additional refund rights beyond what is described here. Nothing in this policy limits your statutory rights.
10. Contact
For billing and refund questions, contact us at support@sericavpn.com. We typically respond within 4 hours.