Terms of service

These terms apply to all services offered by Tunnelo LLC under the Tunnelo brand, including our website, apps, VPN servers and customer support. By creating an account, downloading our software or using prepaid time you agree to these terms and to our privacy policy.

If you do not agree, do not use the service. If you are using Tunnelo on behalf of an organization, you confirm that you have authority to bind that organization.

Tunnelo provides a virtual private network that encrypts traffic between your device and our servers using WireGuard. We offer prepaid access time, device management and related tools described on our website.

We may improve, change or discontinue features with reasonable notice when the change materially affects you. We do not guarantee that every website or service will work through the VPN, including streaming platforms or networks that block VPN traffic.

Your account number and recovery phrase are the only credentials for your account. You are responsible for keeping them confidential. Anyone who knows your account number can consume your prepaid time.

We can not restore access without your recovery phrase or valid proof of payment as described on the recover account page. You must provide accurate information when you contact support about billing.

You must be at least 16 years old to use the service, or the age required in your country if higher. If you are under 18, you should use Tunnelo only with permission from a parent or guardian where the law requires it.

You agree that you will not:

• Share, sell or publish your account number except with people you trust within your household or plan limits.
• Attempt to access another user's account or bypass device limits.
• Use automated tools to scrape our website, brute force logins or overload our systems.
• Misrepresent your identity to support or payment providers.
• Use the service after we have suspended your account for breach of these terms.
• Reverse engineer our apps except where applicable law explicitly allows it.

We may suspend or close accounts that break these rules. When possible we will warn you first. What you do through the VPN is private and not monitored by us. These rules apply to your account and our systems, not to policing your traffic.

Access is prepaid. Your account works until the paid until date in your dashboard. There is no automatic renewal unless you explicitly enable a recurring payment method we offer.

Prices include VAT or similar taxes where we are required to collect them.

Prepaid time has no cash value outside the service and is not transferable except where we explicitly allow it in writing.

You may request a refund within 14 days of a payment if you have not meaningfully used the service. Meaningful use includes connecting to the VPN, generating WireGuard configurations or consuming a substantial part of prepaid time.

If you actively used Tunnelo and simply decide you do not like the product, we do not offer a refund. This protects fair use of our network and keeps prepaid pricing honest for everyone.

Refunds are not available after 14 days, for fully used prepaid periods or where abuse of these terms occurred. Cash payments may be refunded by bank transfer or by adding equivalent time, at our choice. Email support@tunnelo.net with your receipt number.

Statutory withdrawal rights for consumers in the European Union may apply in limited cases. If you withdraw before using the service, we refund you. If you asked us to start the service during the withdrawal period and you used it, you may owe a proportionate amount for the service already provided.

Tunnelo is a privacy service. We do not monitor, log or judge what you do while connected. Your traffic is between you and the internet. You are responsible for complying with laws that apply to you. We do not operate the VPN as a tool to inspect or report your online activity.

We aim for high availability but do not promise uninterrupted service. Maintenance, provider outages, attacks and force majeure can cause downtime. Planned maintenance is announced on status.tunnelo.net when we can.

Support is provided in English by email. We do not guarantee a particular response time, but we work to answer within one business day.

The service is provided as is and as available to the extent permitted by law. We do not warrant that the VPN will be error free, that every site will be reachable or that the service will meet your specific needs. You use Tunnelo at your own risk for activities that depend on continuous connectivity.

We are liable without limitation for intent and gross negligence, and for injury to life, body or health. For slight negligence we are only liable for breach of essential contractual obligations, and only for typical and foreseeable damage.

We are not liable for indirect damage, lost profit, lost data or business interruption except where mandatory law says otherwise. Our total liability for slight negligence is limited to the amount you paid us in the 12 months before the event, unless a lower cap is required by consumer law in your country.

Mandatory consumer protection rights in the European Union are not affected by this section.

Tunnelo, our logos, website content and apps are protected by copyright and other laws. Open source components are licensed under their respective licenses. You receive a limited, non transferable right to use our apps for personal access to the service. You may not copy our brand or imply endorsement without permission.

Our privacy policy and no-logs policy explain what we process. By using the service you acknowledge that we process account and billing data as described there.

You may stop using the service anytime and ask us to delete your account. Remaining prepaid time is not refunded on voluntary closure except where the refund section above applies.

We may change these terms for important reasons, including legal, security or product changes. We will post the new version at least 30 days before it takes effect and note the date at the top of this page. If you do not agree, you may stop using the service and request a refund of unused prepaid time for the period affected by the change, where consumer law allows.

These terms are governed by the laws of the country where Tunnelo LLC is established, without regard to conflict of law rules, unless mandatory consumer law in your country of residence requires otherwise.

If you are a consumer in the EU you may bring claims in the courts of your place of residence. We encourage you to contact support@tunnelo.net first so we can try to resolve issues informally.