Refund policy
Refund policy
1. General Rule
Refund eligibility depends on the product type, whether service has been activated, whether traffic or IP resources have been used or allocated, and whether the account remains in good standing.
2. Non-Refundable Items
Unless we expressly agree otherwise in writing, the following are non-refundable:
- free trials;
- promotional credits;
- bonus traffic, including extra traffic granted through promotional campaigns;
- used traffic or consumed bandwidth;
- activated or allocated IP resources;
- custom enterprise services already provisioned;
- amounts subject to account suspension or termination due to fraud, abuse, chargeback risk, compliance failure, or violation of the Terms of Service.
3. Residential Proxy Plans
For usage-based residential proxy plans:
- unused paid balance may be reviewed for refund on a case-by-case basis if no material abuse, fraud, or policy violation is involved;
- traffic already consumed is non-refundable;
- trial traffic and promotional traffic are non-refundable and have no cash value.
4. Static IP and Subscription-Type Plans
For Static Residential, Static Datacenter, Shared Static, monthly plans, daily plans, or other subscription-style products:
- if the order has been paid but the service has not been activated or allocated, you may request cancellation and a refund review;
- once IP resources or service capacity have been allocated, activated, delivered, or materially used, fees are generally non-refundable except in cases of verified service-side failure;
- if recurring billing applies, you remain responsible for charges incurred before cancellation takes effect.
5. Service-Side Failure
If we are unable to deliver the purchased service due to our own technical or operational failure, you may request one of the following remedies, as determined by us in a commercially reasonable manner:
- replacement service;
- service credit;
- full or partial refund.
To qualify, you must provide sufficient order and incident details and cooperate with reasonable troubleshooting.
6. Duplicate or Incorrect Charges
If you believe you were charged incorrectly or charged more than once for the same order, contact us promptly. Verified duplicate or incorrect charges will be corrected through refund or account credit.
7. Refund Request Window
Unless a different written agreement applies, refund requests must be submitted within 7 calendar days after the relevant order, activation, or charge, or within 7 calendar days after you first identify the issue, whichever is earlier. Requests submitted after that period may be denied.
8. Refund Review Process
To request a refund, email service@proxy001.com and include:
- your account email;
- order number;
- product name and plan type;
- reason for the request;
- relevant screenshots, logs, or support records where applicable.
We may request additional information before making a decision.
9. Processing Time
We generally review refund requests within 3 business days after receiving all reasonably required information. If approved, refunds are generally issued within 7 business days through the original payment method where possible. Actual receipt time depends on the payment provider or bank.
10. Chargebacks
Before initiating a chargeback, please contact us so we can review the issue. Fraudulent or abusive chargebacks may result in account suspension or termination.
11. Policy Changes
We may update this Refund Policy from time to time. The version posted on the website at the time of your order will generally apply unless a later version is required by law or expressly stated otherwise.
12. Contact
If you have questions about this Refund Policy, contact:
PROXY001
Email: service@proxy001.com
Phone: +86 15380099944
Address: Room 602, 6th Floor, Kai Ru Commercial Building, 2C Argyle Street, Mong Kok, Kowloon, Hong Kong