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Legal

退款政策

最后更新：2026 年 5 月

1. 简短版本

当我们的基础设施失效且无法修复时，我们退款。当代理按描述工作但你无法按期望使用时，我们不退款。账户余额一经充值即作为余额保留，不可提现。

以下是详细内容，避免任何意外。

2. 何时可申请退款

你有权申请退款，如果：

  • 你订购的代理无法配置（例如运营商侧故障 > 24 小时，且我们无法用等效 SIM 替换）
  • 代理已交付，但测试显示它在我们这一侧技术上无法运作，且无法在合理时间内恢复
  • 由于我们的系统错误导致重复扣费

To start a refund request, email support@proxier.co within 14 days of the issue, with your order ID and a short description of what's failing. We log every support exchange for your protection and ours.

3. 何时不适用退款

以下情形我们无法退款：

  • 代理工作正常。如果我们的诊断显示 IP 响应、轮换并按预期访问互联网，则服务已按描述交付。
  • 目标网站封禁你。移动代理大幅降低被封的概率，但并不强制目标网站接受你的流量。被目标平台检测不构成服务失败。
  • You can't access specific platforms. Some sites (banks, government services, payment providers, certain marketplaces) systematically reject mobile/proxy traffic. The proxy itself is fine; the destination chooses to block.
  • 违反我们的可接受使用政策。见第 5 节。
  • Account balance / prepaid credit. Topped-up funds and unused subscription days are non-refundable and non-transferable. They remain on your account until consumed.
  • 已取消的订阅。取消后我们停止后续扣费，但不会退还已支付的周期。
  • Custom / annual plans. If you've negotiated a custom plan or paid annually upfront, refund terms are the ones written in your order confirmation, not this page.

4. 退款前先替换

Before issuing money back, we will always try to make the service work — usually by swapping the SIM, switching the modem, or moving you to an equivalent line on the same carrier. Most "non-working proxy" tickets are resolved this way within an hour. A refund is only triggered when no equivalent replacement is available.

5. 滥用服务则退款失效

The service is provided for lawful use. If we detect activity that violates our acceptable use policy — including but not limited to:

  • 网络攻击（DDoS、暴力破解、大规模端口扫描）
  • 欺诈、身份盗窃、支付欺诈、账户盗用
  • 分发恶意软件、钓鱼、CSAM
  • Anything illegal under EU law or the laws of the country you're operating from

— we will suspend the account immediately, without notice, and any unused balance or subscription time is forfeited. Where required, we cooperate with law enforcement.

6. 拒付（Chargebacks）

Please contact us first if you believe a charge is wrong. Disputing a charge directly with your bank without contacting us bypasses our process and locks the funds for weeks on both sides — when nine times out of ten, the issue can be resolved in minutes by email. Accounts with chargebacks pending may be suspended until the dispute is closed.

7. 如何申请退款

  1. Email support@proxier.co from the address tied to your account.
  2. Include the order ID, the proxy or session ID, and a brief description of the failure.
  3. If you've run any tests (curl, ipinfo, traceroute), paste the output. It speeds things up significantly.
  4. We respond within 4 business hours. If the request is approved, the refund hits your original payment method within 5–10 business days, depending on your bank.

8. 政策更改

We may update this policy occasionally. The "last updated" date at the top of this page reflects the most recent version. Material changes (anything that reduces your rights) are announced by email at least 14 days before they take effect.

9. 联系

Questions about this policy or a specific refund? support@proxier.co or visit our contact page.