Refund policy
Effective · Version 1.0
This policy describes when ProxyForge refunds a wallet balance or an order, and how the refund is paid. It forms part of the terms of service. Where a signed order form or master services agreement states different refund terms, that agreement prevails.
1. In short
- Refundable: unused wallet balance, and orders that were not delivered or that failed.
- Not refundable: traffic you have consumed, elapsed per-address terms, and promotional credit.
- How it is paid: only back to where the money came from. A card or PayPal payment goes back to that card or PayPal account; a cryptocurrency payment goes back to the wallet it was sent from, in the same coin. Never as wallet credit, and to another destination only in the cases section 5 sets out.
2. Unused wallet balance
Unused wallet balance that you paid for is refundable on request at any time while your account is in good standing: not suspended or terminated, with no open payment dispute, and with any verification we have asked for completed. You can also ask for it when you close your account. Balance funded by cryptocurrency is refunded in the same coin (see section 5).
If we close your account for any reason other than a breach of the acceptable use policy or fraud, or you close it because you do not accept a material change to the terms of service, we refund the whole of your unused wallet balance to where it came from, with no time limit.
3. Undelivered and failed orders
An order is undelivered if its credentials, gateway endpoints, or addresses never became available in your dashboard. An order has failed if we deliver it but it does not work, and we cannot repair or replace it within the replacement time published for its product. Where only part of an order is undelivered or failed, that part is refundable.
When we detect that an order cannot be delivered, we cancel it and return the amount charged to your wallet balance without being asked, from where it can be refunded as section 5 describes. If we have not, ask within 14 days of placing the order.
On residential and mobile, an order on which you have sent no traffic at all counts as undelivered, and the same 14-day window applies.
4. What is not refundable
- Traffic already consumed on a residential or mobile order.
- A per-address term on ISP or datacenter, including a trial, once its addresses have been delivered and work, whether or not you use them. Automatic renewal can be turned off at any time before it is charged, as the terms of service describe. If we end a term early for our own convenience, the unelapsed part is refunded pro rata to where the money came from.
- Promotional credit, bonuses, and the value of discount codes.
- Any amount on an account terminated for breach of the acceptable use policy, including unused wallet balance.
- Balance that was paid for fraudulently, such as with a stolen payment method.
5. How a refund is paid
A refund is only ever paid back to where the money came from:
- Card, paid through Stripe: refunded to the same card.
- PayPal: refunded to the same PayPal account.
- Cryptocurrency, paid through CoinGate: refunded to the wallet the payment was sent from, in the same coin, for the share of the coin we received that matches the unused US-dollar value of that top-up, less the network fee for sending it. We may ask you to confirm that wallet’s address first. If you paid from an exchange, the sending address belongs to the exchange: we refund to a wallet you control if you show us the exchange’s withdrawal record for that payment, and otherwise to the sending address.
- Invoice, on an invoiced account: an unused prepaid invoice amount is refunded by bank transfer to the account that paid the invoice, unless your signed order form says otherwise.
If the original method can no longer receive a refund, such as an expired or closed card, a card payment older than the processor’s refund limit, a closed PayPal account, or a transfer that cannot be reversed, we refund by bank transfer to an account in the account holder’s own name, after verifying their identity.
We do not refund as ProxyForge wallet credit, and apart from the cases above we do not pay a refund to a different card, account, or wallet. A refund to a payment method is limited to the amount you paid with that method. Your wallet balance is a single pool, so where it was funded by more than one top-up, we refund the most recent top-ups first, each to where it came from. We initiate a refund to a payment method within five business days of approving it; your bank or PayPal may take several more days to show it. Apart from the network fee on a cryptocurrency refund, we do not charge a fee for a refund, but we cannot recover fees or exchange-rate differences charged by your bank or payment provider.
6. Service-level shortfalls
Where we fall short of a published service level, the remedy is the service credit published for that product, reached from the products page, and claimed as described in the terms of service. Service credits are added to your wallet and have no cash value. They are separate from, and do not reduce, a refund you are entitled to under sections 2 or 3.
7. How to ask for a refund
Write to [email protected] from the email address on your account. Tell us the order or balance concerned. If you paid in cryptocurrency, we may ask you to confirm the address of the wallet you paid from. We reply within five business days with the outcome. We may ask you to verify your identity before paying a refund.
8. Chargebacks
Please write to us before disputing a charge with your bank or payment provider; most billing questions are resolved faster that way. If you open a chargeback or payment dispute without first contacting support, we may suspend the account while the dispute is open. An amount that is returned to you through a dispute is not refunded a second time.
9. Your statutory rights
Nothing in this policy limits a right you have under mandatory consumer-protection law in your country of residence that cannot be excluded by agreement.
10. Changes to this policy
We may update this policy in the same way as the terms of service. A change never affects a refund you requested before it took effect. The version and effective date above identify the copy in force.