I tried Mysterium VPN and didn't like it. I asked for a refund through the chat on their site. Luckily they did have a refund guarantee published on their website. This is the interaction I had with their customer service. I found it an unpleasant and pedantic exchange. To me, after a few messages, it didn't seem like a genuine misunderstanding but unwillingness from this company's customer service. Maybe I deserve some blame as well. I post this here so you can review our conversation and make your own judgement.
From: Mysterium VPN
To: dlay
Date: 2024-04-16 14:03
Hi there! We hope you're doing well. We'd really appreciate if you could let us know the reason why you would like to request a refund and cancel subscription? Thank you!
From: dlay
To: Mysterium VPN
Date: 2024-04-16 14:12
I really like the idea of the dVPN. However, the speeds that I was getting are too slow for my use-case, unfortunately.
From: Mysterium VPN
To: dlay
Date: 2024-04-16 14:39
We would be happy to help you with a refund. Could you please provide us with a bit more information on the billing EMAIL you purchased with and what payment method you used (google, stripe, apple or paypal)? We really appreciate your cooperation and understanding.
Thank you!
From: dlay
To: Mysterium VPN
Date: 2024-04-16 14:41
Thanks for your reply. I used Apple Pay and the billing email is <redacted>.
From: Mysterium VPN
To: dlay
Date: 2024-04-16 14:42
In this case you should contact Apple support as they have their own policies about refunds
From: dlay
To: Mysterium VPN
Date: 2024-04-16 14:43
No, I didn’t purchase through the App Store but on the Mysterium VPN website. The invoice number is 2537-4540, if that helps.
From: Mysterium VPN
To: dlay
Date: 2024-04-16 14:50
But you used Apple Pay, and we are not able to make a refund, because Apple has different refund policies
From: dlay
To: Mysterium VPN
Date: 2024-04-16 14:55
That is not true, it’s as simple as logging in to the Stripe dashboard and clicking the refund button. Apple isn’t reachable for these transactions, as they’re merely an intermediary between the merchant and my credit card provider.
According to the Stripe docs: "You can partially or fully refund any successful Apple Pay payment. The refund process is the same as that for card payments."
From: Mysterium VPN
To: dlay
Date: 2024-04-16 15:23
Stripe and Apple Pay are 2 different payment methods, you told that you used Apple Pay
From: dlay
To: Mysterium VPN
Date: 2024-04-16 15:27
Right, I used Apple Pay through your billing provider Stripe. Anyways, it should be possible to refund my payment
From: Mysterium VPN
To: dlay
Date: 2024-04-16 15:29
Stripe is not a billing provider, it is a payment method. This means that you made your payment using a card. If you used Apple Pay, please reach out to Apple support as it is already integrated into your iPhone.
From: dlay
To: Mysterium VPN
Date: 2024-04-16 15:32
I paid through Stripe with my card. I’ll attach my receipt. I expect a refund, otherwise I’ll do a card chargeback.
From: Mysterium VPN
To: dlay
Date: 2024-04-16 15:34
So sir, why did you told us that you made payment through Apple Pay?
From: dlay
To: Mysterium VPN
Date: 2024-04-16 15:36
Because Apple Pay was how I used my card. I clicked the button that said Apple Pay, double-tapped the power button of my iPhone to confirm the transaction, and the transaction now shows up in Apple Wallet.
As far as you are concerned, I used a card through Stripe.
From: Mysterium VPN
To: dlay
Date: 2024-04-18 08:23
I wanted to let you know that we have successfully processed your refund. You should receive an email shortly confirming your refund has been completed.
If you don't receive an email, please feel free to send us another message and we will check on the status of your refund. It usually takes 4-10 business days to receive a refund.
If there is anything else I can do, please let me know. I'm here to help.
Thank you for your patience and understanding.