Refund policy

This policy is part of the terms of service. It applies to every purchase and renewal, all of which are paid from your prepaid balance, and to the crypto top-ups that fund that balance.

1. In short

• The 24-hour plan is the trial. Mobile proxies can be bought for 24 hours at the lowest price, so you can test a country and carrier before committing to 7 or 30 days. There is no separate free trial.
• Failure on our side: full refund. If a proxy is unusable because of a failure on our side, you get a full refund to your balance.
• Used services are not refunded. No refund once a mobile or static proxy has been used for more than 2 hours, or once residential traffic has been consumed.
• Unused residential traffic can be converted. Unused residential GB can be converted to balance within 7 days of purchase.
• How refunds are paid. Refunds are issued as account balance.
• Unspent top-ups. Unused balance can be refunded in crypto at the net amount received, only within 14 days of the top-up and only if none of it was spent, on request to support.

2. The 24-hour plan is the trial

We do not offer free trials. The 24-hour mobile plan exists so you can verify, at low cost, that a country, a carrier and your own tooling work together before buying a longer duration. Please test with the 24-hour plan rather than buying 30 days and asking for a refund.

3. Failure on our side

3.1 A proxy is unusable because of a failure on our side when it cannot carry traffic, or loses connectivity for most of its paid period, because of our gateways, our modems, our upstream providers or our software — and not because of the target website, your configuration, your network or a carrier-wide outage outside our control.

3.2 Report the problem through a dashboard ticket as soon as you notice it, with the proxy concerned and what you observe. We first try to fix the problem or replace the proxy with an equivalent one.

3.3 If we cannot restore a working proxy, we refund the full price paid for it to your balance. We confirm failures using our monitoring data and gateway metadata.

3.4 Blocks, captchas or bans imposed by a third-party website are not a failure on our side.

4. No refund after use

4.1 A mobile or static ISP proxy cannot be refunded once it has been used for more than 2 hours. Use is counted from the first connection through the proxy.

4.2 Residential traffic cannot be refunded once it has been consumed, even partially, except through the conversion described in section 5.

4.3 Proxies and traffic on an account suspended or terminated for a breach of the acceptable use policy are never refunded.

5. Converting unused residential traffic

5.1 Residential traffic that has not been used can be converted to balance within 7 days of purchase.

5.2 The amount credited is proportional to the unused gigabytes, at the price per GB you paid for that package.

5.3 After 7 days, unused traffic stays usable until it expires, 90 days after purchase, but can no longer be converted.

6. How refunds are paid

6.1 Refunds are credited to your account balance. Balance can be used for any purchase or renewal and never expires.

6.2 Balance is not withdrawable. As the only exception, a top-up can be refunded in crypto at the net amount received — the amount we actually received for that top-up, net of network and payment-processing fees, sent in the same currency to an address you provide — only if the request reaches support within 14 days of the top-up and none of that top-up has been spent.

6.3 Refunds to balance are made within 2 business days of our decision; crypto refunds of unspent top-ups within 5 business days.

7. Top-ups, underpayments and overpayments

7.1 Crypto invoices are issued only for balance top-ups, between $25 and $5,000 each. The amount of a top-up is locked for 30 minutes at the rate shown when the invoice is created. Within that window, an underpayment can be completed by sending the missing amount to the same address.

7.2 After manual verification, if the invoice expires underpaid, the value actually received is credited to your balance pro rata, at the locked rate. Funds that reach the same invoice address after expiry are credited for the value not already credited, at the same rate. Overpayments are credited to your balance in full.

7.3 The balance is credited after network confirmation and manual verification by an administrator. Send the order reference and each transaction ID to support; submission and network confirmation alone do not credit your account. Verification is not instant. Check the top-up page or contact [email protected] if a submitted transfer needs review.

8. How to ask for a refund

Open a ticket from your dashboard, or write to [email protected] from the address of your account, with the order or top-up reference (ORD-…) and the reason. For a crypto refund of an unspent top-up, include the currency and the destination address. We answer within one business day.

Nothing in this policy limits the mandatory rights you may have as a consumer under the law of your country of residence.

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