Refund Policy

We want you to be satisfied with the Service. This policy sets out when you are entitled to a refund and how to request one. This policy is part of the Terms of Service.

1. General principles

Because proxies are provisioned and consumed immediately upon activation, most transactions are final. However, we offer a reasonable guarantee for faults on our side and a trial window for new customers, as described below.

2. Cases eligible for a refund

• 24-hour guarantee for new customers: for your first purchase, if the proxy is entirely unusable due to a technical fault on our side and under 20% of the bandwidth/duration has been used, you may request a refund within 24 hours of purchase.
• Non-delivery: you were charged but no proxy was provisioned and we cannot provision one within a reasonable time.
• Duplicate/incorrect charge: being charged twice for the same order, or charged the wrong amount.
• Extended outage: a fault in our infrastructure that renders the proxy unusable for an extended period with no alternative; refunded pro rata for the remaining time.

3. Cases not eligible for a refund

• A significant portion of the plan’s bandwidth/duration has been used.
• Changing your mind after the proxy has been working normally.
• The destination website blocking the IP, requiring a captcha, or destination-side censorship — these are third-party actions outside our control.
• Accounts suspended/terminated for violating the Acceptable Use Policy.
• Credit already loaded into the wallet (not refundable as cash, but still usable to purchase the Service).
• Incompatibility caused by misconfiguration on your side where you decline to cooperate on a fix.

4. Request process

1. Open a ticket in the dashboard or email [email protected].
2. Include the order ID, account email and a description of the issue (screenshots if available).
3. The support team responds within 48 business hours and may offer a technical fix or compensation before issuing a refund.

5. Refund method & timing

Refunds are returned to the original payment method where feasible, or converted to wallet credit at your option. Crediting time depends on the payment gateway/bank, typically 3–15 business days for cards and transfers.

6. Cryptocurrency payments

For cryptocurrency payments (Bitcoin, USDT), an approved refund is paid in the same cryptocurrency at the original fiat value at the time of purchase. We are not responsible for exchange-rate fluctuations; blockchain network fees are borne by the recipient.

7. Chargebacks & fraud

Please contact us before opening a dispute/chargeback with your bank — most issues are resolved faster through support. Fraudulent or abusive chargebacks may result in account suspension and being blocked from future purchases.