How refunds work
Blackout VPN is a prepaid, key-based service. You pay, we issue a key, you go dark. Our default is to fix problems by reissuing a working key. If we cannot reissue a working key for you, we refund you through the same payment method you used. We do not offer refunds for change of mind after a working key has been successfully delivered and used. All refunds are processed within 30 days of approval.
You may have statutory rights to a 14-day return period under Australian Consumer Law. If you wish to exercise this right, contact us within 14 days of your purchase.
Reissue first
If your key does not work, we will always try to reissue before refunding. That means generating a fresh key or set of configs for you that actually connects. As long as we can issue you a working replacement, that counts as us fulfilling the service.
When we refund
We refund in full when we cannot provide you with a working replacement key, such as during prolonged technical failure on our side or infrastructure issues outside our control. Since we do not track usage or activity, we confirm refund eligibility based on your report and our network-side checks.
Lost or leaked keys
Lost or leaked keys are your responsibility. We cannot reissue or refund for lost keys because we intentionally do not store any link between keys and customers. That is how we keep everything private. No records means no recovery.
Used keys
Once a key has successfully connected at least once, the service is considered delivered. Refunds after successful use are not available except where required by mandatory consumer law.
Payment methods and processing time
Refunds are sent back through the original payment method where possible. PayPal and card refunds are processed within 7 days. Monero refunds are sent to an address you provide. Cash-by-mail refunds are handled on a case-by-case basis. We never request personal information beyond what is strictly necessary to complete the refund.
Chargebacks
Talk to us first. We fix or refund legitimate issues instantly. Chargebacks slow everything down and create extra costs for everyone.
How to request support or a refund
Contact us via encrypted messaging. Include your payment reference or transaction ID and the key or config identifier. We will either reissue a working key or process a refund immediately if reissue is not possible.
Consumer law
Nothing in this policy affects your rights under Australian Consumer Law or any other mandatory consumer protection laws that apply in your jurisdiction. If those laws give you a refund or cancellation right, that right overrides this policy.
About this policy
Blackout VPN is operated by M.E KILIC and D.J TAYLOR, a registered partnership in Queensland, Australia.
Business address: Lvl 19 10 Eagle St, Brisbane City QLD 4000, Australia.
Contact: hide@blackoutvpn.au for all questions about refunds or support.
Effective date: 25 November 2025