Refund Policy

1. General

Proxy IP resources are digital resources delivered instantly, and upstream costs are incurred as soon as delivery occurs. The refund rules therefore turn on whether delivery has occurred and whether the resource has been consumed. This Policy forms part of the Terms of Service.

2. Full Refund Cases

The order was paid successfully but the system failed to complete delivery within 30 minutes and you received no usable credentials.

The order could not be fulfilled because of insufficient upstream inventory and you do not accept an alternative country or product.

The same IP address was completely unusable within 24 hours of delivery, we have verified that this was not caused by your manner of use or by the policies of the target site, and you do not accept a replacement.

Billing anomalies such as duplicate charges or incorrect amounts.

3. Partial Refund or Replacement Cases

Where some IP addresses in a bulk order are unusable: a refund proportionate to the number of unusable IP addresses, or free replacement with an equal quantity.

Where a static product becomes unusable during its validity period: replacement takes priority; if the same order has been replaced more than twice and still fails to meet standard, a refund proportionate to the remaining days.

4. Non-Refundable Cases

The portion of a residential traffic product for which traffic has actually been consumed.

IP addresses blocked by the target site, taken offline by the upstream supplier, or an account terminated as a result of your breach of the Acceptable Use Policy.

The target website does not accept proxies, requires additional verification, or applies a blanket policy to the IP range, such that the connection works but the business use does not.

Misconfiguration on your side (protocol, authentication method, whitelist not added, concurrency limit exceeded).

Resources expressly marked as special offer, trial, bonus, or non-refundable.

Usability issues raised more than 24 hours after delivery (quality issues must be reported within 24 hours).

5. How to Apply and Time Limits

Submit a ticket from the order details page, or send an email to [email protected] within 24 hours of delivery, providing the order number, the unusable IP addresses, and error screenshots or test records.

We will respond within 1 business day and reach a conclusion within 3 business days.

Refunds are made to your site balance by default (credited immediately). Where you request a refund to the original payment method, it is handled according to the payment channel processing times, typically 3 to 10 business days; fees charged by the channel are governed by the rules of that channel.

6. Abuse

Where an account repeatedly requests refunds on the grounds of unavailability without providing valid evidence, or appears to be extracting resources, we may refuse subsequent refund requests and restrict further purchases.