01How the refund technically works
Payments are accepted in cryptocurrency. Card acquiring has a "reversal" operation — the payment provider cancels the transaction and automatically returns the money to the same card. Cryptocurrency payments have no such operation: a blockchain transfer is technically irreversible, not just "by the rules" — neither we nor the payment provider can cancel or recall a transaction that has already been confirmed.
That is why, wherever a refund is due below, it happens in one of two ways, and which one applies is stated in the description of that specific case:
- Crediting the account balance. The amount becomes available for purchasing traffic or addresses; this happens immediately after the request is approved, without waiting for bank or blockchain confirmations.
- Transfer on request. The amount is sent to the crypto wallet the client specifies in the request — as a new transaction, not a reversal of the old one. This is a manual operation, and it fits within the request review period — Section 7.
This is not a way to refuse under the guise of technical complexity: wherever money is genuinely owed to the client, it is returned in one of these two forms. But it does mean that a "refund" here is a decision on a specific request, not an automatic reversal of a payment — which is why it matters to understand which cases below this policy covers, and which it does not.
02Unspent balance
A balance top-up (a traffic package purchase) is refunded on request within 14 days of the top-up date — but only if this top-up has not had even a single byte of traffic.
The rule applies to the entire top-up, not proportionally. If even part of a top-up has been used, the whole remaining balance from that top-up — including the unused portion — is not refundable. This is not about being strict: for residential traffic there is no objective way to prove "exactly this much was used" that would not simply come down to our own usage log, and a partial refund on a partially used top-up is a dispute over numbers that no one can resolve independently of us. The "not a single byte" threshold is the only boundary that both the client and we can see unambiguously.
The 14 days are counted from the top-up date, not from the date you contact us — submitting a request on the very last of the fourteen days and having it reviewed later (Section 7) is fine, as long as the top-up itself falls within the deadline.
Separate from the refund-on-request process is the retention period for the balance itself. An unused balance is held for 12 months from the date of the last top-up or the last connection, and it can be spent without restriction during that period. If there has been no top-up and no connection on the account for 12 months, the balance is written off; 30 days before that we email the account's contact address. This is an expiry due to inactivity, not a refusal of a refund: as long as the counter has not run out, the 14-day refund window described above continues to apply on the terms described above.
03Traffic already used
Traffic that has already been used is not refundable. This is not a separate rule — it is a direct consequence of Section 1: traffic that has already passed through the proxy is a service that has already been rendered, and reversing a completed data transfer is technically impossible, in exactly the same way a blockchain transaction cannot be reversed.
04Service outage caused by us
If the service does not work due to our fault — for example, a purchased static address fails verification and is not replaced within a reasonable time, or a residential pool is unavailable longer than the plan's service level allows — the client chooses one of two options:
- Address replacement — with working ones, at no extra cost, for the same product and in the same volume;
- A refund proportional to the unused portion — of the paid period or volume that was unavailable due to the outage.
This applies to cases on our side. It does not apply to interruptions caused by reasons beyond our reasonable control, or to the consequences of using the service in violation of the Acceptable Use Policy — that's addressed separately, in the limitation of liability section of the Terms of Service.
05Trial access
Trial access is free and non-refundable — there is no payment here that could be refunded. The Acceptable Use Policy applies fully to trial access, on par with paid access (Section 1 of the AUP).
06ISP and Data Center
Static addresses — ISP and Data Center — are billed differently from residential traffic: not by volume, but for the calendar period of owning the address. After the address is activated, the refund is proportional to the unused period, minus the portion of the lease period we have already paid to the address provider.
The deduction is not a cancellation fee of ours: we pay the address provider for the lease in advance, for the entire paid period, and that portion of the cost is not returned to us any more than it is returned to the client. What is refunded is the portion that is still ours, not the portion already spent on the lease.
07How to submit a request
A refund request is a ticket in the support section of the client area, /app/support, category Billing (billing). If there's no access to the client area — for example, the request concerns trial access that was never activated — you can write to [email protected] or via the contacts page.
What to include in the request
- which top-up or which order is meant — date and amount;
- which section of this policy applies, in the client's view;
- for a transfer on request — the crypto wallet address and network.
Review period: 3 business days from the moment the ticket is registered. The decision — approval with the refund method (Section 01) or a refusal stating the reason — arrives as a reply in the same ticket.
08When a refund is not possible
A refund is not possible if access has been disabled for violating the Acceptable Use Policy. This is a consequence of the violation, not a separate ground for refusal: the section on the consequences of violations in the AUP explicitly states that an unused balance is neither refunded nor carried over upon such a suspension (Section 4 of the AUP) — this policy does not cancel or override that.
In every other respect, Sections 02–06 above exhaust the grounds for a refund: if a case is not described by any of them, there are no grounds for a refund.