Joe
Dishonest claims about its own T&Cs
It's hard to imagine how this company could be any more dishonest about its supposedly, 'Risk-Free', 'Unconditional', 'No Questions Asked', Money-Back Guarantee. 1. UltraVPN's front page clearly states: "Not 100% satisfied? Cancel anytime within the first 30 days and you’ll get your money back. All of it." I followed those instructions and cancelled the service well within the first 30 days. After sending several unanswered emails over a week asking why I had not yet received the 'guaranteed' money back, eventually, UltraVPN acknowledged that I did cancel the service within the first 30 days. But with an astonishingly dishonest attempt to move the goalposts, the company is now lying by saying that its "Refund policy states that our customers have 30 days from the date of purchase to request a full refund" - even though the Terms under its Refund Policy does not contain anything close to that requirement. In fact, the text '30 days' only appears once in its Terms & Conditions and that is the timeframe in which UltraVPN will notify customers of any Fee Changes. The only other references to '30 days' states that the service only needs to be CANCELLED within that initial period. Nowhere on its website does it state that a condition of its (supposedly 'Unconditional') refund policy is to also REQUEST a refund - which also needs to be within that timeframe - nor within any other timeframe for that matter. No one should ever trust a company that fraudulently claims that its Terms & Conditions contains a clause when it can so easily be proven that their document does not contain that claimed requirement. *UPDATE* 21/07/2023 I have received an email saying that UltraVPN.com has flagged my review because they don’t think it’s based on a genuine experience." That's odd because only a couple of days before, I suddenly, and very belatedly, received a refund. Nevertheless, to show that the experience was very real, here is a copy of the email that I received rejecting a refund based on a policy that appears nowhere in the company's T&Cs : -------------------------------------------------- On 12/07/2023 01:56, UltraVPN wrote: # Please type your reply above this line # Ernieljune Besing (UltraVPN) Jul 11, 2023, 16:56 PDT Hello Joe, Thank you for contacting UltraVPN support. I realize you want to confirm your refund because you already terminated your subscription within the 30-days. I know how important this is. Let me assist you. After reviewing your transaction, we found that your purchase is no longer eligible for a refund. Our refund policy states that our customers have 30 days from the date of purchase to request a full refund. I hope this clarifies on your end. If you have questions or clarification, please do not hesitate to come back. Kind regards, Erniel B. Customer Support Advocate We are very excited to talk about Dark Web Scan and Passwatch! Check them out here. Your request has been updated. To add additional comments, please reply to this email. This email is a service from UltraVPN. [Y0M2EV-NN7EK]
Response from UltraVPNOct 13, 2023
Hello Joe! We do apologize for the late response. We can see that the refund has been processed already. We sent an email to you for follow-up. If in any case you need further assistance or request, please contact us via email at [email protected]. Again, we do apologize for the late response. Thank you for understanding.