Refunds

ACCOUNT AND PAYMENTS

Last updated: 9 September 2020


We offer a 30-day money back guarantee if you are not satisfied with our service.

Cash

We can't make refunds for cash payments due to anti-money laundering regulations.

PayPal

Please email your Mullvad account number to support@mullvad.net, ideally from your PayPal registered email address. If you have trouble with this then please send the information below.

Single Payments: You will find your Invoice ID on your payment information summary on Paypal's website.
Subscriptions: You will find your payment token by navigating to Billing details for your Mullvad subscription and then look for Invoice number.

Note: If your Paypal payment was made before 29 OCT 2019 then please send your Paypal Transaction ID.

Credit card

Please email support@mullvad.net with the Mullvad token that can be found on your bank statement for the payment you wish to have refunded, it should have the format of VPN*xxxxxxxxxx however, it might look slightly different depending on your bank.

Swish

Please email support@mullvad.net with the following information:

  • the first eight characters of the Order ID.
  • the date and time of payment.
  • the amount.

If you do not have an Order ID, which would be the case if you have made the payment before 07 Aug 2019, then include the phone number of the device that made the payment.

To find your Order ID, open the Swish app, and tap on Payments, and then tap on the payment.

Apple App Store transactions

Refunds for payments made in the App Store are handled entirely by Apple. We are unable to help you.
Follow Apple’s instructions on how to request a refund.

Bank wire

Bankwire transactions will be refunded to the account from which we received the payment. Please email support@mullvad.net with all of the following information:

  • your name and address
  • your country of tax residence
  • your IBAN or account number
  • your bank's BIC number.

Bitcoin and Bitcoin Cash payments

A few notes about this refund method:

  • If you have made your payment through one or several mixers, you won't receive the refund as we return the money to the final address from which we received the payment.
  • We can send the refund to an address different from the one you sent the payment from, as long as you can provide a signature for the original address.
  • A screenshot containing a transaction ID is not a proof of transaction.

Sign the word mullvad with the Bitcoin or Bitcoin Cash address from which you sent your payment and send both the resulting signature and the address to us at support@mullvad.net. Please do not send us your private key.

Fill in this information:

  1. Your Mullvad account number:
  2. Bitcoin address from which you sent your payment (source):
  3. Bitcoin address you paid to (destination):
  4. Signature:
  5. Transaction ID of your payment: [can be found with a blockchain explorer]
  6. Your Bitcoin refund address: [can be the same as your source address]

Please note that Bitcoin refunds may take several days to process.

How to sign messages in a few wallets

Blockchain

  1. Navigate to Receive Money > Addresses (active) > Actions > Sign message.
  2. For Message, enter the word mullvad.
  3. Select your Bitcoin address from which you sent the payment.
  4. Click Sign and use the result in the Signature field (a long string of characters ending in "=") as your signature.

Electrum

  1. Navigate to View > Show Addresses, then find your Bitcoin address from which you sent a payment.
  2. Right click and choose Sign/verify message.
  3. In the Message field, enter the word mullvad.
  4. Click Sign and use the result in the Signature field (a long string of characters ending in "=") as your signature.

Electron Cash

  1. Navigate to View → Show Addresses, then select the Bitcoin Cash address from which you made the payment.
  2. Right-click and choose "Sign/verify message".
  3. Enter the word mullvad in the Message field, then click Sign.
  4. Use the result in the Signature field (a long string of characters ending in "=") as your signature.