General provisions
1.1. This Refund & Cancellation Policy (the "Policy") sets out how refunds are issued and how use of the Maximum VPN service (the "Service") may be discontinued. The Service is provided by Sirius LTD (company registration number 515230530, the "Company", "we"), registered at גרוב יוסף 90, דירה 6, באר שבע, ישראל (90 Grob Yosef St., Apt. 6, Be'er Sheva, Israel).
1.2. This Policy forms an integral part of the Terms of Service. By paying for a plan, the User confirms that they have read and accepted this Policy.
1.3. This Policy applies to all paid plans purchased on maximum-vpn.com, in the account area at app.maximum-vpn.com, or through the official Telegram bot. The free plan involves no payments, so the refund provisions do not apply to it.
No auto-renewal Payment and plan duration
2.1. All plans are paid with a one-time payment for the selected period (for example 1, 3, 6 or 12 months). The Company does not renew plans automatically and does not make recurring charges to the User's card.
2.2. When the paid period ends, access to paid features stops. To continue using the Service, the User pays for a new period themselves. Each such payment is a separate transaction to which this Policy applies.
2.3. The price, currency and duration of a plan are shown before payment. The final amount charged may differ because of currency conversion and fees applied by the User's bank; the Company does not compensate such differences.
2.4. Access to the Service is granted immediately after the payment is confirmed. By paying for a plan, the User expressly requests that performance of the service begin immediately, before the end of the withdrawal period, and acknowledges the consequences described in Section 3.
14-day money-back guarantee
3.1. First payment. If the User has paid for a plan for the first time and the Service does not suit them for any reason, they may withdraw from the contract within 14 calendar days of the payment date and receive a full refund. How much the Service was used during those days does not matter, and no reason needs to be given.
3.2. Subsequent payments. If the User withdraws within 14 calendar days of any later payment, the Company refunds the amount paid less the value of the days already used, calculated in proportion to the length of the paid period.
3.3. The deadline is met if the request is sent before it expires using any of the methods listed in Section 6. Access to paid features ends once the refund is confirmed.
Refunds after 14 days
4.1. After 14 days from the payment date, refunds are issued in the following cases:
- Technical failure. The Service is unavailable or does not perform its core function on the User's device, the User has contacted support and followed its recommendations, and the problem has not been resolved within 72 hours of the request. The unused days of the paid period are refunded.
- Discontinuation of the Service. The Company stops providing the Service or the paid plan before the end of the paid period. The unused days are refunded.
- Erroneous or duplicate charge. A payment was charged twice or in an amount different from the one shown before payment. The excess amount is refunded in full.
4.2. Pro-rata refunds are calculated as follows: amount paid ÷ number of days in the paid period × number of full unused days, starting from the day after the request is received.
4.3. Reduced speed, unavailability of individual servers, websites or online services, and blocking of VPN protocols by telecom operators or government authorities in the User's country are not grounds for a refund after 14 days if the Service as a whole is operational. The Company nevertheless makes efforts to restore access and helps the User find a working configuration.
Cancellation and termination
5.1. Because plans are paid once and do not renew automatically, the User does not need to do anything to "cancel a subscription": no further charges occur after the paid period ends.
5.2. The User may stop using the Service at any time. The paid period remains available until it expires. Stopping early does not in itself entitle the User to a refund, except in the cases described in Sections 3, 4 and 10.
5.3. The User may request deletion of their account and related data as described in the Privacy Policy. Deleting an account with an unused paid period does not trigger a refund unless Sections 3, 4 or 10 provide otherwise.
How to request a refund
6.1. A refund or withdrawal request may be sent by any of these methods:
- by email to support@maximum-vpn.com (recommended; the button below opens a ready-made email template);
- via the online chat on the website (the "Write to us" button in the bottom-right corner) or in your account at app.maximum-vpn.com.
↻ Request a refund / withdraw from the contract
6.2. The Company acknowledges receipt of the request within 2 business days and communicates its decision within 5 business days of receiving all required details. The request date is the date the User sent it.
6.3. To verify the payment, the Company may ask for proof of payment (receipt, statement) and for information confirming that the request comes from the account holder.
Refund timing and method
7.1. Refunds are issued using the same payment method used for the purchase: the same bank card, e-wallet or account. Refunds in cash or to different payment details are not issued, unless the original payment method is objectively unavailable.
7.2. The Company initiates the refund no later than 14 calendar days after approving it. The time it takes for the funds to reach the User depends on their bank or payment system and is usually 3 to 10 business days.
7.3. Refunds are issued in the currency and amount of the original payment. Differences caused by exchange rates and fees of the User's bank are not compensated.
7.4. Once a refund is confirmed, access to the paid plan ends.
When refunds are not issued
8.1. The Company may refuse a refund in the following cases:
- the account was suspended for a breach of the Terms of Service (malicious activity, spam, resale of access or other prohibited conduct);
- abuse of the guarantee: repeated payments followed by refund requests, or creating several accounts to obtain the full first-payment refund more than once;
- the request was sent after the 14-day period and none of the grounds in Section 4 apply;
- the User initiated a chargeback with their bank without first contacting the Company; in that case the matter is handled under the bank's procedure and the account may be suspended until it is resolved;
- the payment was made through a third-party store whose operator handles refunds itself (Section 9).
8.2. A refusal does not limit the rights the User has under mandatory consumer protection law (Section 10).
Purchases via third-party stores
9.1. If payment was made through the App Store, Google Play or another third-party store, the store operator processes the payment and refunds are governed by its rules. The Company is technically unable to refund such payments itself, but will help the User submit a request to the store operator on request.
9.2. Payments accepted by payment providers on the Company's behalf on the website and in the account area are refunded by the Company under this Policy.
Your statutory consumer rights
10.1. This Policy does not limit any rights granted to the User by mandatory consumer protection law of the country where they habitually reside. Where such law grants the User broader rights, that law prevails.
10.2. Israel. Under the Consumer Protection Law 5741-1981, the User may cancel a distance transaction within 14 days of the transaction date or of receiving the document setting out its terms, whichever is later. The Company does not charge the cancellation fee permitted by law. For continuing transactions, the Company stops providing the service and charging the User no later than 3 business days after receiving the cancellation notice and refunds the unused remainder of any prepaid period. A cancellation notice may be sent by email, via the online chat or using the button in Section 6.
10.3. European Union and EEA. Users who are consumers have the right to withdraw from the contract within 14 days without giving any reason under Directive 2011/83/EU. Because performance begins immediately at the User's express request (clause 2.4), upon withdrawal the Company may retain an amount proportionate to the service actually provided until the withdrawal, except for the first payment, which the Company voluntarily refunds in full. An unequivocal statement sent by any of the methods in Section 6 is sufficient to withdraw; the User may also use the model withdrawal form provided for in the Directive.
10.4. United States. The Service does not use automatic renewal or recurring charges. Payment terms are disclosed before the payment is made. Users retain all rights under applicable federal law and the law of their state of residence.
10.5. Disputes relating to refunds are resolved as set out in the Terms of Service. Consumers may also contact the consumer protection authority in their place of residence.
Changes to this Policy
11.1. The Company may amend this Policy. The updated version is published on this page with the date of the update.
11.2. The version of the Policy in force on the payment date applies to that payment. Amendments do not worsen the refund terms for periods already paid for.
Contacts
12.1. Seller: Sirius LTD (reg. no. 515230530) · גרוב יוסף 90, דירה 6, באר שבע, ישראל (90 Grob Yosef St., Apt. 6, Be'er Sheva, Israel).
12.2. Support: support@maximum-vpn.com · online chat on the website and in your account. We reply within 2 business days.