Replacements and refunds

When it applies#

1. 1

   Report it within 14 days

   Counted from the purchase of that address. Open a ticket in Support with the order number and what fails.

2. 2

   Support verifies it

   The faster we can reproduce the fault, the faster it is resolved. See what to send below.

3. 3

   A working replacement is issued, free

   If no replacement is possible, that address is refunded.

What is not covered#

• Changing your mind. There is no money-back window.
• A site that blocks you. A target refusing an address is not a broken proxy.
• Sites in the blocked categories and closed ports.
• Traffic already used and IPs already issued, as a rule.
• An IP swap because an account on it was suspended.

Where the money goes#

An approved refund is credited to your Proxya balance, where it pays for any other order. It is never sent to a crypto wallet, an exchange, a card or a bank account.

A refunded ISP or datacenter order is taken back: its proxies stop working once the money is on the balance.

What to send to support#

• The order number.
• The exact command or the program and its settings, and the full output, for example of curl -v.
• The time it happened and what you expected instead.

The full rules are in the Refund Policy.