Refund & Replacement Policy

Effective date: 27.10.2025
Last updated: 27.10.2025

This Policy explains when we replace a proxy, issue credits, or provide a monetary refund. It complements the Terms of Service (ToS) and is incorporated by reference. If there is any conflict, the ToS governs core principles and restrictions (including refund destination and no general cash‑outs), while this Policy governs procedural details and eligibility.

Contacts: [email protected]

1) Key definitions

Order: a purchase of access credentials for a proxy/plan.
Delivery time: the timestamp when access credentials are made available to you.
Account Balance: a non‑cash ledger you can use to pay for future Orders (not legal tender, not e‑money, non‑withdrawable).
Cashback Credits: promotional, non‑cash credits issued after completion of a qualifying proxy rental (excluding refunded Orders); not redeemable for cash.
Bonus Credits: promotional, non-cash credits. Bonus Credits may be used to pay for future Orders but are not redeemable for cash or withdrawals.
Tariff Grid: the price schedule shown at purchase (e.g., 1 day / 7 days / 30 days).
Minimum Billing Period: 24 hours (one day). Partial periods are rounded up to the Minimum Billing Period.
Working time: the period during which the proxy successfully operated according to the advertised attributes, as confirmed by our verification process.

2) Remedies we may offer

We may provide one or more of the following remedies, depending on the case:

Replacement of the proxy (same or comparable attributes) — primarily for technical issues.
Account credit (posted to your Account Balance).
Monetary refund to the original payment method and the same instrument/account used for the funding transaction (card → same card; bank → same account; e‑wallet → same wallet; crypto → same asset to the originating address via the processor). We do not refund to alternative destinations.
No remedy if the request is ineligible (e.g., AUP breach or misuse).

Default destination: Where a refund/credit is approved, we will first credit your Account Balance (Section 5.1). In special necessity cases or where required by law, we may process a monetary refund to the original payment method (Section 5.2).

3) Eligibility & amounts

3.1 “Grace hour” — 100% refund

If you request a refund within 1 hour of Delivery time, we will grant a 100% refund for the Order. By default, the refund is posted to your Account Balance (you may request a refund to the original payment method — Section 5.2).

Examples:

Order $10 (1‑day). Refund requested at minute 45 → $10 refund (default to Account Balance; on request to original method).
Order $10 (1‑day). Refund requested at minute 80 → other refund conditions (Section 3.2)

3.2 Change-of-mind (no technical defect) — re-pricing by nearest higher tariff tier

If you request a refund after the first hour for personal reasons (no confirmed technical defect), we do not calculate the used cost using the per-day rate of the plan you originally purchased; instead, we re-price your actual usage using the nearest tariff tier above your used period to prevent abuse of discounted long-term pricing.

Used Period = time elapsed since Delivery time, with a Minimum Billing Period of 24 hours (any partial day is rounded up to 1 day).
Applicable Tier = the smallest tariff duration that is equal to or greater than the Used Period (e.g., 1-day, 7-day, 14-day, 30-day).
Charge for Used Period = (Applicable Tier Price / Applicable Tier Days) × Used Days (with Used Days rounded up as above).
Refund Amount = Order Price − Charge for Used Period (posted per Section 5).

Examples:

You bought a 30-day plan for $90. After 6 hours you request a refund. Used Period rounds up to 1 day → Applicable Tier = 1-day tier at $10 → Charge = (10/1)×1 = $10 → Refund = 90 − 10 = $80.
You bought a 14-day plan for $28. After 5 days you request a refund. Used Period = 5 days → Applicable Tier = 7-day tier at $18 → Charge = (18/7)×5 = $12.86 → Refund = 28 − 12.86 = $15.14.

3.3 Technical issues — replacement first, then refund

If you request a refund for technical reasons, we will first attempt to replace the proxy with one of comparable attributes. A technical issue must be verified by us (see Section 4). If replacement is impossible or the replacement fails verification/does not resolve the defect, we will refund as follows:

Orders of 1 day (24h): 100% refund.
Orders for longer terms: pro‑rata refund proportional to the Working time actually provided prior to the confirmed defect, using the Tariff Grid and the Minimum Billing Period of 24 hours; if the proxy never worked after delivery (verified), the refund is 100%.
Note: If we offer a functioning replacement that meets the advertised attributes and passes verification, but you decline it, the case is handled under change‑of‑mind (Section 3.2).

Examples:

Plan: 14 days for $28, working time (verified): 5 days, Proxy stops working on day 6; replacement not possible (or replacement also fails verification) → Charge for Working time: (28 / 14) × 5 = $10.00 → Refund: 28 − 10 = $18.00
Plan: 7 days for $18, working time (verified): 6 hours → rounded up to 1 day. → proxy stops working on day 6; replacement not possible → charge for Working time: (18 / 7) × 1 = $2.57 → Refund: 18 − 2.57 = $15.43

3.4 Ineligible cases (non‑exhaustive)

Violations of the AUP or applicable law; fraud or abuse.
Misconfiguration of your client/network (contrary to provided instructions).
Blocks by third‑party websites/services based on their own anti‑abuse rules (outside our control), unless the listing misrepresented attributes relevant to access.
Expiry of the Order term; requests made after the proxy term has fully elapsed.

4) Verification & diagnostics (technical issues)

To confirm a technical defect, we may request non‑content diagnostics (we never need the content of your traffic):

timestamps of failed attempts,
client error messages/screenshots,
connection logs that include endpoint/handshake outcomes but no payload/content,
your configuration parameters (protocol, host, port, auth).
We may also run our provider‑side tests. If the evidence confirms a defect attributable to the supplied proxy or its attributes, the case proceeds under Section 3.3.

SLA (target): initial response within 4 hours; replacement attempt within 24 hours where inventory allows.

5) How we pay refunds/credits

5.1 Account Balance (default)

Approved amounts are credited to your Account Balance by default and can be used to pay for future Orders.

5.2 Refund to original payment method (special necessity)

Upon your request and where feasible/required by law, we may process a monetary refund to the original method and the same instrument/account used for funding the Order/top‑up:

Cards: card refund to the same card (per scheme rules).
Bank transfer: return to the originating account.
E‑wallet: refund to the same wallet.
Crypto: refund in the same asset to the originating address (or processor account), net of network/processor fees. We do not convert assets or refund to different chains/addresses.

Exclusions: bonus/promotional credits and Cashback Credits are not refundable to any payment method and are not transferable.

5.3 Refund processing time

Withdrawal request processing time is 10 business days.

6) Calculation details

Time basis: all time calculations use the Platform’s system time (UTC unless stated otherwise).
Rounding: partial days are rounded up to 24 hours.
Grid consistency: the Tariff Grid applied is the one presented at purchase for the chosen plan.
Order Price basis: the gross price you paid in the Platform currency, excluding promotional credits or Cashback Credits.
Chargebacks: if you initiate a chargeback while a replacement/refund review is underway, we may suspend the account pending resolution.

8) Policy updates

We may update this Policy. Material changes will be notified via the Platform or email where feasible. The updated Policy applies to Orders placed after the effective date; for ongoing Orders, the version in force at purchase applies unless more favorable to you.

Have questions? Contact [email protected] with your Order ID and a brief description; include non‑content diagnostics if reporting a technical issue.