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Legal

Refund policy

Last updated: May 2026

1. The short version

We refund when our infrastructure fails and we can't fix it. We don't refund when the proxy works as described and you simply can't use it the way you hoped. Account credit, once added, stays as credit and can't be cashed out.

Below are the details so there are no surprises.

2. When you can request a refund

You're entitled to a refund if:

  • The proxy you ordered cannot be provisioned (e.g. carrier-side outage that lasts > 24 hours and we can't substitute it with an equivalent SIM)
  • The proxy is delivered but tests show it is technically non-functional from our side, and we can't restore it within a reasonable time
  • You were double-billed because of a system error on our side

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. When refunds do not apply

We can't issue a refund in the following cases:

  • The proxy works correctly. If our diagnostics show the IP responds, rotates and reaches the open internet as expected, the service is delivered as described.
  • The target site blocks you. Mobile proxies dramatically reduce the chance of being blocked, but they don't make a target site obligated to accept your traffic. Detection by the destination platform isn't a service failure.
  • 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.
  • You used the service against our acceptable use policy. See section 5.
  • Account balance / prepaid credit. Topped-up funds and unused subscription days are non-refundable and non-transferable. They remain on your account until consumed.
  • Cancelled subscriptions. When you cancel, we stop charging future cycles. We do not refund the period you've already paid for.
  • 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. Replacement before refund

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. Refunds are forfeited if you misuse the service

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

  • Network attacks (DDoS, brute-force, port scanning at scale)
  • Fraud, identity theft, payment fraud, account takeover
  • Distribution of malware, phishing, 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. 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. How to request a refund

  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. Changes to this policy

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. Contact

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