Refunds
Honest rules without legalese. Refunds are possible only in narrow cases described below — because we sell digital products that activate immediately.
1. General principle
The Service operates on a prepaid model. Funds added to the internal balance are spent on purchasing configurations and other products.
Refunds are reviewed individually for each request.
2. When a refund is possible
2.1. Technical reasons on the Service side
Refund is issued in case:
- the paid service was not provided due to a fault on the Service side;
- the issued configuration is technically inoperable and the problem cannot be resolved by replacement/restoration;
- double charge or incorrect crediting of funds;
- other Service-side errors confirmed during request review.
2.2. Unused remainder of the internal balance
Refunds always go to the internal service balance. The balance can be used to buy any of our products (configs, proxies, etc.). The balance doesn't expire and can't be withdrawn back to crypto — that's a deliberate design choice to keep the service simple and not turn into a payment provider.
3. When a refund is not issued
- The service was provided properly but not used by the user at their own choice (for example, the user changed their mind, didn't connect to the configuration, didn't activate the proxy in their software).
- Access to the service is blocked by third parties (state-level blocks, ISP blocked an IP range, target site detected the proxy).
- Account was suspended or removed for violating the Terms of Use or Acceptable Use Policy.
- More than 14 days have passed since the last payment (except for technical reasons on the Service side described in 2.1).
- Payment was made through third parties / with stolen payment data, or a chargeback has been opened against the operation.
- Service was provided free or as part of a promo (bonus, referral, trial period).
4. Where funds are returned
By default funds are returned to your internal balance in the Service — that's the fastest and doesn't depend on the original payment method.
Refund to an external wallet/account is possible only on grounds from section 2.1 and if technically feasible (the same payment provider is reachable, the original transaction can be linked).
5. How to request a refund
- Describe the situation in maximum detail: what was bought, when, the amount, the operation identifier (txid / invoice ID), what you would like to receive.
- Send the request via support contacts or in the Service's Telegram bot («Support» section).
- Receive a reply within 3 business days. For complex cases the review may take up to 10 business days.
- If approved, funds are returned to your balance within 1–3 business days. Refund to an external wallet — within 7 business days.
6. Fairness commitment
We aim to resolve disputes as fairly as possible. If a technical fault objectively caused downtime — we extend the service or refund. If a user comes with a clear honest case that doesn't fall under any clause above — we still treat it case by case.
7. Contacts
All refund requests — via the contacts page or the built-in ticket system in the Telegram bot.