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: back to where the money came from, meaning the card or PayPal account you paid with, or the wallet a cryptocurrency payment was sent from, in the same coin. Never as balance credit. The only other destinations are the two described under how a refund is paid, below: a bank account in your own name when the origin can no longer receive a refund, and a wallet you control when you paid in cryptocurrency from an exchange.

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. It is paid back to where it came from; see how a refund is paid, below.

If we close your account, for any reason, or you close it because you do not accept a change to the terms of service or this policy, there is no window to ask within: the whole of your unused paid balance goes back to where it came from, except any balance that was paid for fraudulently.

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 return the amount charged to the balance it was paid from without being asked. If we have not, ask within 14 days of placing the order. Once returned, the amount is unused balance, refundable like any other.

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. If we end a term early for our own convenience, the part that has not run is refunded pro rata to where the money came from. 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

A refund is paid back to where the money came from:

• Card, paid through Stripe: refunded to the same card.
• PayPal: refunded to the same PayPal account.
• Cryptocurrency, paid through CoinGate: refunded in the same coin to the wallet the payment was sent from. You get back the share of the coin we received for that top-up that matches the share of its US dollar value you have not used: if half of it is unused, half of the coin comes back, whatever that coin is worth on the day. We may ask you to confirm that address. The network fee for sending the refund comes out of it.
• Cryptocurrency sent from an exchange: refunded to a wallet you control if you show us the exchange’s withdrawal record for that payment. Otherwise it goes to the address the payment was sent from.
• Any other method arranged with us, such as bank transfer: returned to the account it was paid from.

If the origin can no longer receive a refund, because the card has expired or been closed, the card payment is older than our payment processor allows a refund on, the PayPal account has been closed, or the payment was a transfer that cannot be reversed, we refund by bank transfer to an account in the account holder’s own name, after checking the account holder’s identity.

We do not refund as ProxyHive balance or account credit, and apart from the cases above we do not send a refund to a different card, account or wallet.

Your balance is a single pool, so where it was funded by more than one top-up, we refund the most recent top-ups first, each to where it came from, until the unused balance is covered. A refund to each top-up’s origin is limited to the amount of that top-up. We initiate a refund 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. The network fee for sending a cryptocurrency refund comes out of it, and 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. If you paid in cryptocurrency, we may ask you to confirm the address of the wallet you paid from or, if you paid from an exchange, to show us its withdrawal record. We reply within five business days with the outcome. We may ask you to verify your identity before paying a refund.

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]