We want you to be satisfied with what you buy. Because proxy access is a digital service that is used up as you go, refunds are limited as set out here. This policy is part of our Terms of Service.
Residential packs
- Unused pack: if you have not used any data from a pack, you can ask for a full refund within 7 days of purchase.
- Partly used pack: data that has been used is not refundable. If the service did not work because of a fault on our side or our provider's side and we cannot fix it within a reasonable time, we will refund the unused part of the pack.
- Expired pack: packs are valid for 30 days. Data left when a pack expires is not refunded.
ISP proxies
- If an ISP proxy does not work as described when delivered, tell us within 24 hours of delivery. We will replace it, or refund it if we cannot.
- After that, ISP proxies are not refundable, and a month that has started is not refunded in part.
- A website blocking or restricting an IP address is not by itself a fault. Where we can, we will replace an IP that arrives with a poor reputation.
When we do not refund
- Accounts suspended or closed for breaching the Acceptable Use Policy or the Terms.
- Dissatisfaction with a specific website's response to proxy traffic, which we do not control.
- Requests made after the periods above.
How to ask for a refund
Email support@proxare.com from the address on your account, with your order number and the reason. We aim to answer within 2 business days.
How refunds are paid
- Card payments are refunded to the original card through Stripe. It can take 5 to 10 business days for the refund to show on your statement.
- Stablecoin payments are refunded through Stripe to the wallet that paid, in the same asset, in the U.S. dollar amount you paid. Network fees are not refunded.
Chargebacks
Please contact us before opening a dispute with your bank. Most problems can be solved faster by email. Accounts with an open dispute may be suspended until it is resolved.
Consumers in the EU and UK
If you are a consumer in the European Union or the United Kingdom, you normally have 14 days to withdraw from an online purchase. By placing an order you ask us to start providing the service immediately, and you acknowledge that you lose the right to withdraw once the service has been fully performed, and that for a partly used service we may keep an amount proportionate to what you used. This does not affect any other rights the law gives you.