Refund policy

The idea

Proxies are digital services delivered immediately. Once traffic is metered, or a static IP is assigned and the lease starts, that portion is usually not reversible. We decide refunds from console status, payment callbacks, and support records — not from chat screenshots.

This policy sits with the Terms of Service. Promotions, gifts, and redeem codes follow whatever rule was shown at the time.

When we refund

Ask through console support in these cases. We check the ledger before we move money.

• Duplicate payment: the same top-up or order was charged twice and one charge did not deliver.
• Paid but not delivered: a static IP had no stock in the promised window, the order failed, or a top-up never reached the wallet.
• We cannot keep providing a sold static resource still in term and cannot replace it with the same spec.
• A verified metering or billing error that overcharged traffic or money.

When we usually do not

These are the normal refusals. An exit, once used, cannot be put back in the box.

• Rotating residential traffic already consumed, and any other metered usage.
• Static residential or datacenter leases already provisioned past a trial window, and unlimited plans that have started.
• A target site blocking you with captchas, account risk, or client fingerprint when the exit type matches the order. That is still delivery.
• Remaining resources after we restrict or close an account for breaking the Terms.
• Coupons, welcome gifts, goodwill credits, and affiliate rewards that were not a cash purchase.
• Traffic redeem codes you created: voiding unused codes returns quota to your pool; after someone redeems, there is no cash refund from us.

Unused wallet balance

Wallet balance is not a prepaid card you can always cash out. Unused top-up balance on a healthy account with no dispute or debt can be asked back to the original rail or left in the wallet. Original-rail refunds depend on the channel still supporting them and on its refund window.

Balance that came from affiliate commission follows freeze and minimum-payout rules, not this purchase-refund path.

Where the money goes

Purchase refunds default to the wallet so you can reorder immediately. If you ask for the original method and the channel allows it, we send it back there. A top-up refund fails on the original rail if the wallet has already spent that amount; you then top up the gap or take a partial refund.

Refunding a downstream order can reverse affiliate commission already booked. Commission already withdrawn becomes a debit against later commission.

How to ask

Sign in, open Contact Support, and send the order or transaction id, payment time, and what went wrong. We may ask for the channel’s receipt. Do not place the same failed payment again.

Wallet refunds are usually visible the same day or the next business day after approval. Original-rail refunds add the channel’s own delay, often 3–10 business days.

Chargebacks

Talk to support before you dispute with the payment institution. A silent chargeback can freeze the account until it ends. If the dispute is won by you, we follow the channel; if it is lost and the service was delivered, we may require the amount back.

Changes

We may update this policy. Requests already in flight follow the rule at submission. New purchases follow the new version.