We want you to be confident when you try DarkMatter, so every plan is backed by a straightforward money-back guarantee on your first purchase: 30 days on a plan of 3 months or longer, and 14 days on a monthly plan. This page explains exactly how it works, with no hidden exclusions.
The money-back guarantee
If you are not satisfied with DarkMatter for any reason, you may request a full refund of your initial subscription payment:
- within 30 days of your first purchase, if you bought a plan of 3 months or longer; or
- within 14 days of your first purchase, if you bought a monthly plan.
You do not need to give a reason, and there is no minimum usage requirement. We would love to know what didn't work for you so we can improve, but you are never obliged to explain.
The guarantee applies to your first payment for a new subscription. It is intended for customers genuinely trying the service, and one money-back refund is available per customer.
If you paid a first-term price (a lower price for your first term, for new customers: people who have never bought a DarkMatter plan before or had a money-back refund from us), the guarantee refunds the full amount you actually paid. Nothing is deducted for the discount. After a money-back refund you are no longer a new customer, so a later purchase is charged at the plan's renewal price.
How to request a refund
Requesting a refund is simple:
- Contact us within 30 days of your purchase (14 days for a monthly plan) at billing@darkmattervpn.com, or open a request from your account.
- Tell us the email address on your account so we can locate your subscription.
- We'll confirm your request and process the refund.
We aim to acknowledge every request promptly. Once a refund is approved, it is issued to your original payment method. The time it takes to appear on your statement depends on your bank or payment provider, and is typically a few business days.
Renewals
The money-back guarantee covers your first purchase. For renewals, one rule applies to every plan, whatever you paid for your first term: if a renewal charge wasn't wanted, cancel within 14 days of it and we'll refund the unused part.
To get this refund, cancel your plan in your account within 14 days of the renewal charge (cancelling counts as asking), or email billing@darkmattervpn.com, or open a request from your account, within those 14 days and tell us the email address on your account. We refund the part of the renewed term you haven't used, counted from the day you cancel or ask (whichever comes first), to your original payment method. Your plan stops working when the refund is made, if it hasn't already. If you cancelled so that your plan stops at the end of the term, we'll email you first: we make the refund a week later, unless you reply to say you'd rather keep your plan until the end of the term instead. Plans bought through an app store follow that store's own refund rules.
To avoid a renewal charge altogether, cancel before your renewal date. You can manage or cancel your subscription at any time from your account, and your plan keeps working until the end of the term you've paid for.
If your plan started at a first-term price, it renews at the renewal price shown to you when you bought, which is higher than the first-term price. Your account shows your renewal date and renewal price at any time.
When a refund may not apply
To be upfront, the guarantee does not cover:
- Requests made more than 30 days after the initial purchase of a plan of 3 months or longer, or more than 14 days after the initial purchase of a monthly plan.
- Repeated refunds by the same customer, or activity that indicates abuse of the guarantee.
- Charges that resulted from fraud, or purchases made through a third-party reseller or app store, which are governed by that provider's own refund rules.
Your statutory rights
This guarantee is offered in addition to, and does not take away from, any refund or cancellation rights you may have under the consumer laws that apply to you. If you bought your plan on our website, these include your legal right to cancel a new order within 14 days, explained in Your right to cancel.
Questions
If anything about a charge or refund is unclear, email billing@darkmattervpn.com and we'll help you sort it out.