While we are sorry to see you go, we understand that you may have reasons to discontinue your relationship with us.
If you would like to cancel your subscription, please go to https://www.privatetunnel.com/ click Login and enter your Private Tunnel login credentials. Then go to the Subscription page - at the bottom of the next page is a link labeled Cancel Subscription, click this and follow the steps on the screen.
Important: You must follow this procedure for us to process your cancellation request. We DO NOT accept cancellation requests over email or phone unless otherwise specified. Cancellation requests can only be made for the upcoming billing cycle and will not impact your current subscription status. Private Tunnel will not be responsible for any missed cancellation timeframes if you failed to cancel using this procedure. We suggest you cancel at least a week before your billing cycle ends to allow time for problem resolution if you are having trouble. For assistance, please contact us at firstname.lastname@example.org and one of our agents will be more than happy to assist. Please include a copy of your payment receipt/invoice so we can properly identify you and locate your records.
If you would like to close your account entirely, you may do so in the Settings page inside your web portal account. Please note that account closure/deletion is an IRREVERSIBLE action. Any credits or subscription packs remaining on the account will be irrevocably lost. No refunds or exceptions can be made for an account that has been closed or deleted from our systems. If you believe you are entitled to a refund per the policy below, please contact us BEFORE initiating an account closure/deletion.
In some cases, you may be entitled to a refund, based on the following criteria:
No refunds after the initial 7-day trial period and the subscription is charged. Cancellations must be made before the 7-day trial period for the payment method on-file not to be charged (do note that our system does place a temporary authorization on the credit card when you first subscribe to the service - this is not a charge and should drop off from your statement within 2-3 working days.) To stop future recurring payments after the initial 7-day trial period, use the steps above to cancel your subscription. No refunds will be due for the current billing month, but your subscription will be canceled at the next billing date in which you will no longer be billed.
Refunds can be requested for up to sixty (60) days after the payment date. For each calendar month (or a portion thereof), the refund will be reduced by $6.00 USD (the equivalent of a monthly subscription for the month). For the subsequent month, the refund will be reduced by $12.00 USD. To prevent this charge, you must request any cancellations prior to your trial end date (7 days from the initial subscription). If your account is no longer eligible for a trial, a minimum $6.00 USD processing charge will apply to your refund. Refunds will not be given after the 60-day period. To request a refund, please contact us at email@example.com and provide us a copy of your payment receipt.
7-Day Trial Exceptions:
No 7-day trial period is available if you have previously activated one on your account. You will be immediately billed in this case, and no refunds will be applicable under these conditions. You may still be eligible to request a refund if your subscription was a yearly plan and is within the refund timeframes set above. A processing fee will apply for refunds processed as outlined above.
No trial periods are offered for iOS and subscriptions paid for by the iOS platform are final once the payment is processed. No refunds can be given for these purchases for any reason. If you are looking to test the Private Tunnel service for your needs or you are unsure whether a particular service will work under our VPN service, you are encouraged to use our other payment methods for your subscription.
Legacy Data Accounts:
Legacy data packs cannot be refunded and no prorated refunds will be provided for any remaining balances. If you have a legacy data account, we strongly encourage that you deplete your current balances fully before converting your account into a subscription account. Conversion of the account prior to the depletion of your legacy balance will lead to the forfeiture of the remaining balance. Canceling your subscription account will not recover any lost legacy balances and you will not be able to connect unless an active subscription is maintained on the account.
If you have any further questions, please do not hesitate to contact us at firstname.lastname@example.org.