Surfshark refused a refund only 2 days after auto-renewal — customer since 2023

I wanted to share my experience with Surfshark.

I’ve been a paying customer since 2023. My main reason for using Surfshark was to access Mexican content while living in the U.S., especially Azteca Deportes. Unfortunately, when I tried to use it to watch Mexico’s matches during the World Cup, it didn’t work when I actually needed it. I eventually found another VPN solution that works better for me.

I forgot to turn off auto-renewal, and Surfshark renewed my subscription for another full year on September 15. I noticed the charge and contacted them just two days later, asking them to cancel the renewal and issue a refund.

Support refused because their terms state that recurring payments are non-refundable. I respectfully asked them to consider a one-time courtesy exception since I had been a customer for about three years and contacted them only two days after the renewal. I even asked for the case to be escalated.

A manager reviewed it and still refused the refund.

I understand that their terms say renewals are non-refundable, and I accept that I missed the auto-renewal date. But after being a customer since 2023, I’m extremely disappointed that there was zero flexibility for a renewal that happened only two days earlier.

Between the VPN no longer working reliably for the main reason I used it and this customer-service experience, I won’t be renewing again.

Just sharing my experience so other customers are aware of the renewal/refund policy before their subscription renews.