If the service does not work for you
You are eligible for a refund under our service policy if the purchased access does not work as described for a supported use, you have not successfully used it beyond limited setup or troubleshooting checks, and reasonable support steps do not resolve the problem.
Contact support within 14 days of purchase with your order reference, the affected service, your device and a description of the error. Report problems promptly so we can check the setup and relevant operational records. This request window does not shorten any longer right provided by applicable law.
Individual review and reasonable support
Brief setup or troubleshooting checks do not, on their own, establish successful ordinary use. We assess requests individually using the circumstances reported, relevant service records and reasonable information available to us. There is no single traffic figure that automatically determines the outcome.
We may ask for non-sensitive details reasonably needed to investigate the problem and may first offer troubleshooting, a replacement connection or another appropriate resolution. You do not need to disclose bank passwords, transaction contents, one-time codes or identity documents. Mandatory remedies and applicable time limits remain unaffected.
When a discretionary refund is not available
A paid period that has been successfully used for ordinary service access is not eligible for our discretionary non-working-service refund. Choosing not to continue, forgetting to use remaining time, or changing your mind after successful use does not make the used period refundable.
A destination rejecting an account or transaction, requiring its own verification or SMS code, or an unsupported use does not establish that TTunnels failed to supply the service as described. These exclusions do not remove statutory withdrawal rights or remedies for a genuine service defect.
National shutdowns and service-time extensions
Nationwide Iranian internet shutdowns, international-gateway disconnections, government-imposed network restrictions and widespread infrastructure failures are outside our reasonable control. We cannot restore national infrastructure or guarantee when a destination will become reachable again.
For affected paid access, our contractual remedy is an extension after connectivity returns, covering the verified unusable time within the paid period. Contact support with your order reference so the affected dates and extension can be confirmed. This interruption alone does not qualify for a cash refund under our discretionary policy, even if you had not yet used the service. Any mandatory legal remedy takes priority.
How to request help or a refund
Open a support request from your account or email support from the address used for your order. Include the order reference, affected website or app, device and approximate time of the problem. A redacted error screenshot can help; do not include sensitive account or payment details.
We consider the nature of the issue, any successful use, the support steps taken and circumstances outside our control before explaining the proposed resolution. A repair, replacement connection, access adjustment or refund may be appropriate depending on the circumstances and applicable rights. An exceptional goodwill adjustment does not change the general policy or create an entitlement for other orders.
How an approved refund is returned
Approved refunds go back to the original payment method through the payment provider. We explain the approved amount and any lawful deduction before processing. No deduction applies where prohibited by law. Bank and card-provider posting times are outside our control.
A full refund ends the paid access associated with that order. If a different adjustment is agreed or required, its effect on access will be explained. An acknowledgement of your request is not confirmation that the payment provider has completed the refund.
No automatic renewal to cancel
TTunnels access periods are prepaid one-time purchases. They do not renew automatically, and there is no recurring charge to cancel. You may stop using the service at any time; stopping use does not itself create a refund or pause the paid duration.
Your mandatory consumer rights
This policy sets out our contractual refund offer. It does not exclude statutory rights concerning withdrawal, non-delivery, defects or services not supplied as agreed. Where a statutory withdrawal period applies, you can exercise it by sending a clear notice within the applicable deadline, including the 14-day period where the law provides one.
If you expressly requested a service to begin during a statutory withdrawal period, a proportionate charge for the service supplied may apply only as permitted by law. Successful use does not automatically remove every statutory remedy. If a mandatory rule conflicts with an exclusion or service-credit term above, the mandatory rule applies.