This is a last warning to our customers. We do provide excellent support. In fact probably better than any provider out there. However there is a right way and a wrong way to go about it.

Correct Procedure:

1) Refer to our tech support forums especially the FAQ/Troubleshooting guides (available upon registration with our forum). These guides are very detailed and should deal with most queries. If it is an account issue (expiry, leaked keys, non working keys), please e-mail us at support@bolehvpn.net

2) If that doesn't solve it, make a post in the tech support forums (not the LYN forums) stating your problem along with as much details you can provide (OpenVPN logs, OS used, steps tried, speedtest and winmtr ping results).

3) If we cannot resolve the issue through the forums, we will look into your computer personally after you have setup TeamViewer (a program for us to go into your computer to look into it personally). Instructions on how to do so are here.

4) Only if you have done everything and the problem has been identified as us (and not faulty ISP routing) should you post a complaint in LYN. Failure to follow the appropriate procedure may result in your VPN account being terminated with no refund given. We will only exercise this in the most extreme cases.

If the issue is due to TM or company firewalls or client misconfiguration or line quality, refunds will NOT be given. We will only issue refunds if the problem lies with us.

For example, if your pings are high to our server along to google.com and other major sites, this is beyond our control and many people find ways to get a better IP to resolve this. If you are unsure if you can get a good speed, just do a ping to 66.90.66.135 which would be close to the kind of pings you will be achieving. You can always go for a trial if you are unsure. If you do decide to go headlong into subscribing with us without doing any tests or trials, that is your decision and we will not give refunds if it doesn't work for you. Have you ever asked an ice cream man for a refund if you didn't like the flavour?

Also we will not give a refund if TM removes the throttle or you have found a free solution that works. Why? Cause there have been many false alarms of TM removing the throttle or torrent clients that bypass the throttle for a few weeks then it's slapped back on again. On a more practical side, we gauge our server's subscriptions by the users we take in and if they do decide to take the long term packages, we also ensure that our servers are subscribed long enough to meet these subscriptions (hence the 3 month limit as well).

Situations in which we will issue a refund:

1) Downtimes which are our fault (that means things like the Taiwan earthquake are not covered ;P) longer than a week (shorter significant downtimes will be replaced by day credits)
2) We decide to close shop

If we do issue refunds it will be in the following manner:

1) If the unexpired period is less than 15 days, no refund will be given. As such trials are automatically NOT entitled to refunds.
2) All other refunds will be on a pro rata basis and will be a maximum of 90 days (maximum of RM80 per account).
3) Those with the longest amount of days with us will be given priority before others so they should get their refunds first.
4) Refunds will take at a maximum of 2 months to refund to you though we aim to get it all out within 30 days.
5) People who are entitled to a refund are required to send an e-mail to support@bolehvpn.net with accurate account details. Any mistakes in this may result in your refund being forfeited.

As a customer, you are solely responsible for the way you use our VPN services and we do not monitor how you utilize our VPN. We do not log what you download. On our US servers (which are now already being phased out) we did log IPs and ports which are only kept with a 3 day history. We have a more rudimentary log on our Euro servers.

However upon receiving a DMCA or infringement notice based on the information provided by the notice, we do write an e-mail to the customer requesting the user to stop seeding the file. Should the seeding continue with no action, the user may be suspended but if it was an honest mistake, they tend to be reactivated. Other providers do claim that they are able to deal with DMCA notices without issue but as they themselves admit that if they receive too many in a short period of time, no amount of explanation will do and their servers will be terminated.

We have never released our customer details to any authorities and don't intend to do so. No customer details are kept on any of these servers and even if they do a complete search of our server, they will find nothing incriminating. Our servers are now mostly out of the USA where the oppressive rules of the DMCA does not apply. Most other providers are still susceptible to the threat of infringement shutdowns.

The notices are few and far between but are a reality of VPN providers and any VPN provider that claims that they are able to deal with it indefinitely is simply not experienced enough or not large enough to feel the realities of how these notices work. For example, we were with a particular US host for a full year with some 8 servers with them and were dealing with their DMCA notices steadily with explanations. In this period, nobody was terminated because of infringement notices.

However recently in one month, we received some 20 infringement notices spread over all our US servers which was something our host could not tolerate even with our explanations and logs of action. Our servers were terminated but we SWIFTLY brought up alternative servers in less than a day which is a testament to our dedication to our customers. Did we terminate anyone? No. Did we send out e-mails? Yes. Did we charge anything extra despite the cost we incurred? No. We even went to the extent of obtaining higher specced servers with better bandwidth.

We are not blaming users as another provider claims. We are being realistic about our long term chances and want to preserve a good experience for everyone. Claiming that the user has no responsibility over what they download is misleading and unrealistic. If the provider is not responsible and the user is not responsible who then is responsible?

Being a responsible user isn't difficult. As with anything there are rules. Just check your mail and our blog from time to time and everyone benefits.