Effective 5 January 2026 · Version 1.0
This Refund Policy forms part of the Terms of Service. It sets out when we refund, when we do not, and how long it takes. It is written to be applied consistently rather than case by case, so the conditions are specific.
1. Try before you buy
1.1. Every account may claim one free trial of 50 MB of rotating residential bandwidth. It requires no payment method.
1.2. The trial exists so that the compatibility question — does this network work against my target — is answered before money changes hands. A refund request that says "it did not work on my target" will be met by asking whether the trial was used, because that is what it is for.
1.3. The trial is one per account and one per person. Additional accounts created to claim further trials are a breach of the Terms.
2. Bandwidth plans
2.1. Within 24 hours of purchase, with less than 100 MB consumed on the purchased plan: full refund, no questions asked. Request it from the order page in the dashboard.
2.2. Within 7 days of purchase, with less than 10% of the purchased bandwidth consumed: refund of the unused portion, at the price actually paid per gigabyte, less any payment-processing fee we cannot recover (typically 2.9% plus 30 cents on card payments).
2.3. After 7 days, or once more than 10% of a purchase has been consumed, that purchase is not refundable. Purchased bandwidth does not expire, so unused traffic stays available on the account indefinitely rather than being lost.
2.4. Bandwidth granted as a promotional bonus, a coupon uplift, or a goodwill credit carries no cash value and is never refundable.
3. IP-billed products
3.1. Static residential, mobile, and dedicated datacenter addresses are billed per address per period.
3.2. Within 24 hours of provisioning, with no traffic sent through the address: full refund.
3.3. After traffic has been sent, or after 24 hours, a period already begun is not refundable. Auto-renewal can be disabled at any time before the renewal date and takes effect immediately.
3.4. Replacement instead of refund. If a dedicated address is blocked by a major target, is unreachable, or does not match the ordered location, we replace it at no cost. Each plan includes free replacements of up to 20% of its addresses per month. Replacement is the remedy for a defective address; a refund is not.
4. Account balance
4.1. Balance topped up but never spent is refundable within 30 days of the top-up, less irrecoverable processing fees.
4.2. Balance that originated from a refund, a promotion, or affiliate commission is not withdrawable as cash and can only be spent on the Service.
4.3. Cryptocurrency top-ups are refunded in the same cryptocurrency, at the exchange rate on the date the refund is issued. We do not bear exchange-rate movement between payment and refund, in either direction.
5. When we do not refund
5.1. Bandwidth that has been consumed. Metering records are authoritative; a discrepancy report will be investigated and corrected if we are wrong.
5.2. Dissatisfaction with the success rate against a third-party website. Success against a target we do not control is not something we warrant, and the free trial exists to test it.
5.3. Accounts terminated for a breach of the Acceptable Use Policy. Unused balance and bandwidth are forfeited on termination for a clause 1 breach.
5.4. Purchases made more than 30 days before the request, other than under clause 6.
5.5. Charges arising from your own configuration — for example, a headless browser downloading assets you did not intend to fetch, or a runaway retry loop. We will help you diagnose it and we will apply a goodwill credit where the cause was a genuine ambiguity in our documentation.
6. When we refund beyond this policy
6.1. Sustained outage. If gateway availability falls below 99.9% in a calendar month, we credit 10% of that month's spend for each full percentage point below the target, to a maximum of 50%. Credits are applied to the account balance automatically; you do not need to ask.
6.2. Billing error. Any amount charged in error is refunded in full, including fees, as soon as it is identified.
6.3. Material adverse change. If we materially reduce functionality you have paid for, you may take a pro-rata refund of the unused portion under clause 2.4 of the Terms.
7. How to request a refund
7.1. Open the order in Dashboard → Orders and choose "Request refund", or email [email protected] with the order number.
7.2. We acknowledge within one business day and decide within three.
7.3. Approved refunds are returned to the original payment method. Card refunds typically appear in 5–10 business days depending on the issuer; cryptocurrency refunds are sent within one business day of approval.
7.4. Where the original method cannot accept a refund, we credit the account balance and, on request, arrange an alternative.
8. Chargebacks
8.1. Contact us before raising a chargeback. Almost every dispute we see resolves faster by email than through a card scheme.
8.2. A chargeback raised without contacting us first suspends the account while the dispute is open. If the dispute is resolved in our favour, the account is reinstated on payment of the scheme's dispute fee.
8.3. Fraudulent chargebacks are reported to the payment provider and result in permanent termination.
9. Statutory rights
9.1. If you are a consumer in the UK or the EU you may have a statutory right to withdraw from a distance contract within 14 days. That right is lost for digital services once supply has begun with your express consent and acknowledgement, which is what you give when you claim the trial or send your first request. Nothing in this policy limits a statutory right that cannot lawfully be excluded.
What this means
Test with the free 50 MB before you pay — that is what it is there for. If you buy and change your mind within a day and have barely used it, you get everything back. Within a week and under 10% used, you get the unused part back. After that the money is spent, but the bandwidth is not: it never expires, so it is waiting whenever you come back. Dedicated IPs get replaced free rather than refunded when they go bad. If we have an outage, the credit lands automatically. And if you think we have made a billing mistake, tell us — we would much rather fix it than argue with your bank.