Last updated: 11 October 2026
Refund Policy
This policy sets out when a payment made for a Kola VPN plan can be refunded, and how to request it. It supplements our Terms of Service, which prevail in the event of any inconsistency.
1. Principle
Kola VPN plans are prepaid for the chosen term (monthly, quarterly, half-yearly or annual) and do not renew automatically unless stated otherwise at purchase. In accordance with section 7 of our Terms of Service, termination during a period does not give rise to a refund, except in the cases described below or where mandatory law provides otherwise.
2. 7-day guarantee on your first paid plan
If, within 7 days of paying for your first paid plan, you were unable to use the service (persistent inability to connect despite help from our support team), we refund you in full on request. This guarantee applies once per account and only to the first purchase; the free trial, which involves no payment, is not concerned.
3. Renewals and later purchases
Plans purchased after the first one, and any plan on which the service has been used, are not refundable, either in full or pro rata for the remaining time. A change of mind, non-use, reaching the plan's device limit, or suspension of the account for breach of the acceptable use policy are not grounds for a refund.
4. Payment errors
In the event of an error attributable to the payment system -- the same purchase charged twice, an amount charged without the plan being activated, an amount charged that differs from the displayed price -- we refund the amount wrongly collected in full or, at your choice, activate the corresponding plan. Just send us the transaction reference.
5. Mobile Money payments
Refunds of Mobile Money payments (MTN MoMo, Orange Money, Wave and other supported wallets) are returned to the same wallet, i.e. the same number used for the payment, within 10 business days of the request being accepted. We cannot refund to a different number or in cash.
6. Card payments
Card payments (processed by Stripe) are refunded to the card used at purchase. The refund is issued within 10 business days; when it appears on your statement then depends on your bank.
7. Purchases through the App Store or Google Play
If you subscribed from the iOS app through the App Store, your payment is collected by Apple: any refund request must be made to Apple (reportaproblem.apple.com) under its own terms. Likewise, a purchase made through Google Play is refunded by Google under the Google Play refund policy. LTC GROUP SARL has no technical means of refunding these purchases directly, but our support team can help you prepare your request.
8. How to request a refund
Write to support@kolavpn.site from the email address, or quoting the phone number, associated with your account, stating: the payment reference (Mobile Money transaction ID or card receipt), the date and amount, the plan concerned and the reason for the request. We acknowledge receipt within 2 business days and reply within 5 business days. Incomplete requests may require clarification before processing.
9. Contact
For any question about this policy: LTC GROUP SARL -- support@kolavpn.site.