CarrotVPN's core VPN service is free — this policy only applies if you've made an in-app purchase within the App. All purchases are processed through Google Play Billing, so refunds are ultimately governed by Google Play's own refund policy, not a payment system we run ourselves.
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How Billing Works
Any in-app purchase in CarrotVPN is handled entirely by Google Play Billing. We don't collect or store your card details, and we don't process the charge ourselves — Google does. This matters for refunds: Google, not us, holds the transaction record and controls the self-service refund tools.
Requesting a Refund Yourself (Fastest)
For most purchases, the fastest way to get a refund is directly through Google, without needing to contact us at all:
Google's standard policy allows self-service refund requests within a limited window after purchase (typically 48 hours) for most Play Store purchases, no developer involvement required. Google's own refund help page has the current, authoritative details, since Google can update these windows and terms independently of us.
Outside Google's Self-Service Window
If it's been longer than Google's self-service window, or the self-service option doesn't resolve it, contact us at support@vinnorokom.com with your Google Play order number (format GPA.XXXX-XXXX-XXXX-XXXXX, found in your order history). We'll do what we can within our control — for example, if a purchase failed to unlock the feature it paid for, or was made in error and reported promptly — but the final refund decision and mechanism for Google Play purchases rests with Google, not with us directly.
Cancelling a Subscription
If any purchase in CarrotVPN is a recurring subscription rather than a one-time purchase, you can cancel it anytime from Google Play Store › Payments & subscriptions › Subscriptions to stop future billing. Cancelling stops the next renewal; it does not automatically refund the current billing period unless Google's policy or applicable law requires it.
What's Not Covered
- Change of mind after Google's standard refund window has passed, with no billing error or defect involved
- Dissatisfaction with the free tier of the App, which has no purchase attached to refund
- Requests that conflict with Google Play's own refund policy, which takes precedence for any transaction Google processed
Consumer Rights
Nothing in this policy limits any refund or cancellation rights you have under applicable consumer protection law in your country, which apply regardless of what this page says.
Contact Us
For anything Google's self-service refund tool can't resolve, reach us at support@vinnorokom.com with your order number and a short description of the issue. See our Contact page for other ways to reach us, and our Terms of Service for the full terms governing use of the App.