What to do
I see two charges: what is happening?
When you subscribe and when you replace your card, a second €1 charge appears. It checks that your card is valid and is refunded immediately. You don’t need to do anything.
For any other double charge, write to support at contact@fuzevpn.com.
I was charged after cancelling: what should I do?
A cancellation is always confirmed by email. If a charge still appears, write to support at contact@fuzevpn.com.
Renewal is charged on the renewal date, at the time of your original order. To avoid it, cancel before that date.
Subscribed through Google Play? Cancel in Google Play: deleting your FuzeVPN account does not cancel it.
What appears on my bank statement?
FUZE, followed by a string of numbers and letters: that is FuzeVPN.
On the website, payment is processed by SumUp. If you see a SumUp charge you do not recognise, write to support at contact@fuzevpn.com.
My renewal date falls on the 29th, 30th or 31st: when am I charged in shorter months?
Subscription paid on the website? If that day does not exist in the following month, the renewal moves to the last day of that month.
31 January becomes 28 February, or 29 February in a leap year. 31 March becomes 30 April.
Later renewals then follow that adjusted date: 31 January, 28 February, then 28 March.
How do I find out the next charge date?
Open the Billing section of your account. For payments by card or Google Pay, it shows the next charge date.
The charge is taken at the time of your original order.
If the renewal payment fails, it is retried one day, then three days after the renewal date. After these retries, replacing your card does not retry the payment: order again from the Pricing page.
Why does the amount charged differ from the price shown?
Through Google Play, the amount includes your country’s VAT and is charged in your currency.
On the website, you are charged in euros. If your card uses another currency, your bank may apply its own exchange fees.
Price and currency details are in the article on payment.
Paying for my subscription: payment methods, currency and price
Where can I find my invoices and credit notes?
Download your invoices and credit notes from the Billing section of your account.
An invoice is issued after each successful payment. Every refund comes with a credit note.
The refund usually appears within 72 hours, depending on your bank.
Subscribed through Google Play: you are billed by Google, and Google Play issues its own receipts.
What does the invoice contain?
Your first and last name, and all of FuzeVPN’s legal notices, including “VAT not applicable, article 293 B of the French General Tax Code (CGI)”.
Professionals can add their company details to it.
Can the invoice show my company’s details?
Yes. Enter your company name, address, SIRET number and EU VAT number. Do this when you sign up, or later in your profile. These details appear on your subsequent invoices.
The invoice carries the notice “VAT not applicable, article 293 B of the French General Tax Code (CGI)”. This also applies to a VAT-registered customer in the European Union.
How do I write to you about a charge?
Write to support at contact@fuzevpn.com from your account’s email address.
Include the invoice or transaction number if you have it.