Refund Policy

1. Overview

We want you to be satisfied with the Service. Where a product does not work as described and we cannot resolve the issue, you may be entitled to a refund as set out in this Policy. Refund eligibility depends on the product type, how much has been used, and how soon you contact us.

This Policy is in addition to your legal rights. If you are a consumer resident in the European Economic Area or the United Kingdom, section 10 of our Terms of Service explains your statutory right to cancel, and nothing here reduces it. In several respects — the replacement rule below in particular — this Policy gives you more than the law requires.

2. Money-back guarantee

Separately from the replacement rule in the next section, eligible plans carry a short satisfaction window stated at the point of sale (typically 24 hours from purchase). Within it you may ask [email protected] to refund an order that did not suit you, provided the addresses are largely unused. Give us a reasonable opportunity to look at the problem first: most of what people ask to refund in the first day is a configuration detail we can fix in minutes.

3. Proxies that do not work

A proxy that does not work is replaced or refunded. If an address you were issued is unreachable, dead on arrival, or already blocked at the network level when delivered, report it to [email protected] within 14 days of purchase. We verify it and either issue a working replacement at no charge or, if we cannot, refund that address.

The 14-day window applies per address, not per order: it is counted from the purchase of the address in question. If a proxy stops responding later in the rental period through no fault of yours, tell us anyway and we will replace it wherever the network allows, though a refund outside the window is at our discretion.

What this does not cover is a specific site deciding to block you. Proxies do not guarantee access to any particular target: anti-bot systems differ, and so do the success rates of residential, ISP and datacenter addresses on the same site. Being blocked by one platform is not a defect in the proxy, and our support team will tell you honestly which type has a better chance there.

4. What is non-refundable

• Dedicated and static IP addresses that have already been issued or activated, because they are reserved for you and cannot be returned to general inventory or resold.
• Bandwidth or traffic that has already been consumed.
• Time elapsed on a subscription or plan that has already been used.
• Purchases where a violation of our Terms of Service or Acceptable Use Policy has occurred.
• Custom, bespoke or specially provisioned orders, unless required by applicable law.

5. Eligibility conditions

Refunds are considered only where: the request is made within the applicable guarantee window; the issue is attributable to the Service rather than to your configuration, target restrictions or prohibited use; and you have cooperated with our support team's troubleshooting. We may decline refunds in cases of evident abuse, fraud or repeated refund requests.

6. How to request a refund

To request a refund, contact [email protected] from the email associated with your account, including your order details and a description of the problem. Our team will review your request and respond with a decision or with steps to resolve the issue.

7. Processing of approved refunds

Approved refunds are issued to the original payment method where possible. Card refunds typically appear within several business days, depending on your bank. In some cases we may, with your agreement, issue a refund as account credit usable within the Service.

8. Cryptocurrency payments

For payments made in cryptocurrency, any approved refund is calculated based on the amount paid in the original currency. Because exchange rates fluctuate, the value of a crypto refund at the time of processing may differ from the value at the time of purchase, and refunds may be issued as account credit where a crypto refund is impractical.

9. Chargebacks

If you have a billing concern, please contact us first — we will work to resolve it. Initiating a chargeback or payment dispute without contacting us may result in immediate suspension of your account. Fraudulent chargebacks may be contested and can lead to permanent termination.

10. Changes to this Policy

We may update this Refund Policy from time to time. The version in effect at the time of your purchase applies to that purchase. Material changes will be communicated through the Service or by email.

11. Contact

For refund requests or questions, contact [email protected].