We aim to provide the setup agreed at the time of purchase. This policy explains how activation, cancellation requests, voluntary refunds, and statutory consumer rights are handled.
Activation
Subscriptions are activated within 24 hours after payment and after we receive the device and location information needed for setup.
Provide the device model, country or location, number of devices, and preferred setup format in the order message. If no format is provided, an M3U list will be issued. A format change during the agreed subscription period cannot be guaranteed after activation.
Before activation
Contact support immediately if you need to correct the order or request cancellation before activation. We will confirm the available options based on the payment and activation status.
After activation
Subject to statutory consumer rights, a voluntary refund may be refused when:
- The customer has breached the terms of use.
- Account information has been shared outside the agreed device allowance.
- The service has been used for unlawful activity.
- The customer completed a 24-hour trial, then purchased an activated subscription that operates as described, and later changed their mind.
These points do not remove legal remedies that cannot be excluded by contract, including applicable remedies where paid digital content or a service is not supplied with the quality, fitness, or description required by law.
Cooling-off and immediate supply
Where a statutory cancellation or cooling-off right applies, we will honour it. If you ask for digital supply or service activation to begin during a cooling-off period, the law may allow that right to be affected only after the required express request, consent, acknowledgement, and order confirmation have been provided.
The checkout or payment-confirmation process must collect any consent required by the law that applies to the order. This policy does not replace that process.
Request a review
Email Protechnical-mail@proton.me or contact WhatsApp +44 7856 398125. Include:
- Order reference and payment date.
- Plan and device count.
- Device model and setup format.
- A clear description of the issue.
- Screenshots with passwords and playlist tokens hidden.
We aim to review the request and propose a solution within 7 days. When a refund is agreed or legally required, it will be made without undue delay and within any deadline required by applicable law. The refund is normally sent through the original payment method unless another method is expressly agreed.
UK consumer information
UK customers can read the official Consumer Contracts Regulations and Consumer Rights Act 2015. Contract terms do not override rights that the law does not allow a business to exclude.
The UK has published a new subscription-contract regime scheduled for 1 January 2027. This policy and the order process must be reviewed before that date against the final rules and official subscription contracts guidance.
This policy is general website information and should be reviewed for the operator’s legal country and target markets before orders are accepted.