Refund policy

1. In short

• Refundable: unused paid balance, and orders that were not delivered or that failed.
• Not refundable: traffic you have consumed, elapsed per-address terms, free trial traffic, and promotional credit.
• How it is paid: as balance credit by default, or, if you ask, back to the card or PayPal account you paid with. Cryptocurrency payments are refunded as balance credit only.

2. Unused balance

Unused balance that you paid for is refundable on request at any time while your account is in good standing: not suspended, 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 can be spent on our services but cannot be paid out; see how a refund is paid, below.

If we terminate an account for breach of the allowed-use policy, we refund its unused paid balance less the traffic consumed in the course of the breach, as the enforcement section of that policy states.

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 after you report it to support. 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 credit the amount charged to your balance without being asked. If we have not, ask within 14 days of placing the order.

On residential, 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 order, including traffic included with an ISP or datacenter plan.
• A per-address term on ISP or datacenter, including a paid 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.
• Free trial traffic, promotional credit, bonuses and the value of discount codes.

5. How a refund is paid

By default, a refund is paid as credit to your ProxyHive balance. Balance credit is available immediately and can be spent on any of our services.

If you ask for a refund to your original payment method instead, we return it there where the method supports it:

• Card, paid through Stripe: refunded to the same card.
• PayPal: refunded to the same PayPal account.
• Cryptocurrency, paid through CoinGate: refunded as balance credit only. A cryptocurrency payment cannot be returned to the address it was sent from, so it is never paid out.
• Any other method arranged with us, such as bank transfer: returned to the account it was paid from where the method allows it, and otherwise as balance credit.

A refund to a payment method is limited to the amount you paid with that method. Your balance is a single pool, so where it was funded by more than one method, we refund to the card or PayPal account you paid with most recently first. 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. 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. How to ask for a refund

Write to [email protected] from the email address on your account. Tell us the order or balance concerned and whether you want balance credit or a refund to your payment method. We reply within five business days with the outcome. We may ask you to verify your identity before paying a refund to a payment method.

7. 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.

8. 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.

9. 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.

10. Contact

Unidatum LLC, 1007 N Orange St. 4th Floor Suite #6091, Wilmington, DE 19801, United States. [email protected]