Rayn Labs L.L.C. stands behind the Rayn VPN service. If the Service does not meet your needs, this policy explains how to request a refund.
1. 14-day refund window
You are eligible for a full refund within 14 days of the Transaction date. No reason is required.
The 14-day window applies to every Transaction on your account, including your initial Subscription and each subsequent auto-renewal.
2. How to request a refund
Email support@raynlabs.io with:
- The email address associated with your account
- The approximate date of purchase
- The transaction ID from your receipt
- For cryptocurrency refunds: a wallet address you control to receive the refunded amount, in the same cryptocurrency you used to pay
Refund requests are reviewed and processed within 5 business days. Cryptocurrency refunds are sent on-chain (or via Lightning Network where applicable) and typically settle within minutes to 30 minutes once initiated. Refunds are issued at the cryptocurrency amount originally received; we do not adjust for exchange-rate fluctuations between the date of payment and the date of refund.
3. What is refunded
We refund the cryptocurrency amount you originally paid for the Transaction (or, where applicable, the equivalent USD value if you paid in fiat). Network fees (blockchain transaction fees) are deducted from refunded amounts where applicable. Where exchange rates have moved significantly against you between the date of payment and the date of refund, contact us. We review these cases individually and will work in good faith to make you whole. We cannot refund taxes that have been remitted to a tax authority and cannot be reclaimed; this is unusual but possible in some jurisdictions.
4. Renewals
Each auto-renewal is treated as a separate Transaction and carries its own 14-day refund window starting from the renewal date.
To avoid a renewal charge entirely, cancel your Subscription from your account dashboard before the renewal date. Cancellation stops future renewals; it does not by itself refund a completed billing period. Submit a refund request per Section 2 if you are within the 14-day window.
5. Cancellations
Canceling a Subscription stops future renewals. You retain access for the remainder of the current billing period. Cancellation does not by itself trigger a refund. Submit a refund request per Section 2 if you are within the 14-day window.
6. Ineligibility
The following are not eligible for a refund:
- Requests made more than 14 days after the Transaction date
- Accounts terminated for violation of the Acceptable Use Policy
- Transactions where there is evidence of fraud, refund abuse, or manipulative behaviour
- Chargebacks initiated with your card issuer before contacting us (see Section 7 below)
7. Disputes and chargebacks
Cryptocurrency transactions are not reversible after confirmation. If you have a billing dispute or believe a charge was made in error, contact support@raynlabs.io promptly. We are committed to resolving issues directly with you.
If card payment options become available in the future and you dispute a charge with your card issuer rather than contacting us, we reserve the right to suspend or terminate the associated account pending resolution.
8. Statutory consumer rights
Nothing in this Refund Policy limits any mandatory consumer-protection rights you may have under the laws of your country of residence. In particular, consumers in the European Union, EEA, United Kingdom, Switzerland, Turkey, and Israel have a statutory 14-day right of withdrawal for digital content and service contracts, exercisable on the first payment under a Subscription. Where local law provides a longer or more favourable refund right, that right applies in place of this Policy.
9. Contact
For refund requests or questions about this policy, email support@raynlabs.io.