Terms of service

1. Eligibility and accounts

The service is for business and professional use. You must be at least 18 years old and, where you open an account for an organisation, authorised to bind it. You must give accurate registration details and keep them current.

You are responsible for keeping your credentials, API keys and proxy passwords secure, for all traffic and orders originating from your account, and for the conduct of anyone you give access to, including through sub-users you create. Tell us promptly at [email protected] if you believe your account has been compromised.

One person or organisation may not hold several accounts in order to evade a limit, a trial restriction or a suspension. Where we find the same identity behind more than one account, we may treat those accounts as a single account for the purposes of these terms.

2. Verification and sanctions

We screen accounts against sanctions lists and may ask you to verify your identity, your organisation or your intended use at any time, including before we enable a product, accept a payment or process a refund. We may restrict the service until verification is completed, and may decline or close an account where it cannot be completed.

We do not provide the service to, or for the benefit of, any person or organisation that is the subject of sanctions administered by the United States, the European Union, the United Kingdom or the United Nations, or anyone located, organised or ordinarily resident in a comprehensively sanctioned country or region, including Cuba, Iran, North Korea, Syria, and the Crimea, so-called Donetsk People’s Republic and so-called Luhansk People’s Republic regions of Ukraine. You confirm that none of these applies to you, and that you will not use the service to route traffic on behalf of anyone to whom it applies.

3. Allowed use

What you may and may not use the network for is set out in the allowed-use policy, version 2.1, which we publish before you pay and which is incorporated into these terms by reference. A breach of that policy is a material breach of these terms.

How we enforce that policy, including the notice we give before acting, how narrowly we restrict, how you appeal and what happens to your balance, is set out in its enforcement section, and we follow it. We give existing customers the notice that policy states before a rule in it becomes stricter.

4. The services

We sell residential, ISP and datacenter proxies. Their features and coverage are described on the products page, and their prices on the pricing page.

Products the site lists as coming soon are not offered or priced under these terms. When we launch a new product, these terms apply to it from the day you first order it, together with any product-specific terms we publish at launch.

We may improve or change the service, including coverage, locations and features, provided a change does not materially reduce the service you have already paid for during the period it covers.

5. Balance, prices and the rate lock

• The service is prepaid and pay-as-you-go. You top up an account balance in the dashboard using the payment methods offered there, and each order is paid from that balance. The minimum top-up is $10. There is no minimum order beyond the smallest quantity a product is sold in, which is one gigabyte or one IP address. Nothing is charged between orders unless you turn on automatic top-up or automatic renewal.
• Your balance is held in US dollars. A top-up is a prepayment for services from ProxyHive. It is not a deposit, does not bear interest, cannot be transferred to another account, does not expire, and can only be spent on our services or refunded under the refund policy.
• If you turn on automatic top-up, you authorise us to charge the saved payment method you choose, for the amount you set, whenever your balance falls below the threshold you set. You can turn it off in the dashboard at any time.
• Every order is charged at the price shown at checkout when you place it, which is the price published on the pricing page for that product and quantity, including any volume or term discount the order earns. The price shown at checkout is the whole price of the order, apart from any tax we are required to add. A later price change never affects an order you have already placed.
• Rate lock. For twelve (12) months from the date of each order, further orders of the same product are charged at the lower of the price list in effect on the date of that order and the price list published when you place the further order. A price increase during that period does not apply to you for that product; a price decrease does. An automatic renewal is charged at the price that applies under this paragraph on the date of the renewal.
• Published prices do not include taxes. Where we are required to charge VAT, GST, sales tax or a similar tax, we add it to the amount charged. You are responsible for any other taxes, duties, or bank and currency-conversion charges that apply to your payments. Business customers who account for tax under a reverse-charge mechanism should give us their tax identification number.

6. Orders, delivery and traffic

An order is accepted when it is paid from your balance and confirmed in the dashboard. Delivery means that the order’s credentials and gateway endpoints, or its assigned addresses, are available in your dashboard. If an order cannot be delivered, we cancel it and return the amount charged to the balance it was paid from, where it is unused balance that the refund policy lets you have refunded to where you paid it from.

On residential, you buy traffic, measured as total bytes in both directions, including headers, and rounded to the megabyte. Traffic you have bought does not expire: it stays on your account until you use it, with no monthly reset.

On ISP and datacenter, you buy addresses for a term you choose at checkout. Where the plan you choose includes a bandwidth allowance, traffic beyond it is charged at the per-gigabyte rate shown at checkout.

7. Terms, renewal and expiry

A per-address order runs for the term shown at checkout, starting on delivery. Orders do not renew automatically unless you choose a recurring option at checkout or turn on automatic renewal for that order later in the dashboard. If you do, we charge your balance for a further term shortly before the current one ends. If your balance is not enough to pay for it, we notify you and the order ends when its term expires. You can turn automatic renewal off in the dashboard at any time before the renewal is charged.

When an order ends without renewal, its addresses and credentials stop working and the addresses may be reassigned to another customer.

If we end a per-address order before its term runs out for our own convenience, we refund the unelapsed part of the term pro rata to where the money came from.

8. Trials

A new account can try the residential network with 1 GB of free traffic, without adding a payment method. The free trial is limited to one per person or organisation.

Where a product offers a paid trial at checkout, its price, length and limits are shown there, and it is charged from your balance like any other order.

Trials are subject to the same verification and allowed-use rules as any other order, and we may withdraw a trial where we find it being used to evade those rules or the one-per-customer limit.

9. Performance and service levels

We do not currently offer a service-level agreement or service credits. Performance figures we publish describe past measurements and are not a promise of future results.

We do not warrant that any particular destination will be reachable, that a given success rate will be achieved against a specific destination, or that the service will be uninterrupted or free of errors.

10. Refunds and chargebacks

Refunds are governed by the refund policy. In summary: unused paid balance and undelivered or failed orders are refundable, never as balance credit and always back to where the money came from: the card or PayPal account that paid, or the wallet a cryptocurrency payment was sent from, in the same coin, or, where that origin can no longer receive it, a bank account in your own name; consumed traffic and elapsed terms are not.

Please contact us before disputing a charge with your bank or payment provider. If you open a chargeback or payment dispute without first contacting support, we may suspend the account while the dispute is open.

11. Suspension

Where we believe the allowed-use policy has been breached, we act as its enforcement section describes.

We may also suspend all or part of the service where verification cannot be completed; a payment has failed, been reversed or is disputed; the account appears to have been compromised; or continuing the service would breach the law or a court order. We tell you the reason unless we are prohibited from doing so, and we lift the suspension once the cause has been resolved.

12. Closing your account and termination

You may stop using the service and close your account at any time by writing to [email protected]. Unused paid balance is refundable on closure under the refund policy.

We may terminate these terms for convenience on 30 days’ notice. If we do, we refund the whole of your unused paid balance, and the unelapsed part of any per-address term you have paid for, pro rata, to where the money came from, with no window to ask within.

We may terminate immediately on notice where you have materially breached these terms or the allowed-use policy, or where the law requires it. If we do, we refund the whole of your unused paid balance to where it came from, with no window to ask within, except any balance that was paid for fraudulently. Where we terminate for breach of the allowed-use policy, the traffic consumed in the course of the breach is deducted, as that policy and the refund policy state.

Sections that by their nature should survive termination do so, including those on amounts owed, confidentiality, disclaimers, limitation of liability, indemnity and governing law.

13. Confidentiality

Each party will protect the other’s confidential information with at least the care it applies to its own, and will use it only to perform these terms.

14. Data protection

Where we process personal data on your behalf, the data processing addendum applies and is incorporated into these terms. Our own processing as a controller is described in the privacy policy.

15. Warranties and disclaimers

We provide the service with reasonable skill and care. Except as expressly stated in these terms, the service is provided “as is” and “as available”, and we disclaim all other warranties, express or implied, including warranties of merchantability, fitness for a particular purpose and non-infringement, to the extent the law allows.

16. Limitation of liability

Nothing in these terms limits liability for fraud, for death or personal injury caused by negligence, or for anything else that cannot lawfully be limited.

Subject to that, neither party is liable for any indirect, incidental, special or consequential loss, or for loss of profit, revenue, business, goodwill or data, however caused. Each party’s total liability arising out of or in connection with these terms is limited to the amounts you paid us in the three months before the event giving rise to the claim. This cap does not apply to your obligation to pay for services you order or to your indemnity below.

17. Indemnity

You will defend, indemnify and hold us harmless against claims, damages, liabilities and costs, including reasonable legal fees, arising from your breach of these terms or the allowed-use policy, from traffic originating from your account, or from your violation of a third party’s rights, except to the extent caused by our breach of these terms.

18. Changes to these terms

We may update these terms. We give at least 30 days’ notice of a material change by email to the account owner and by publishing the new version here with its effective date. Changes that are not material, or that the law requires, take effect when published. If you do not accept a material change, you may close your account before it takes effect and have the whole of your unused paid balance refunded to where it came from, with no window to ask within. Continuing to use the service after the effective date means you accept the updated terms.

19. Notices

We send notices to the email address on your account or show them in the dashboard. Keep that address current. Legal notices to us go to [email protected], with a copy by post to the address below if you wish.

20. Governing law and disputes

These terms, and any dispute arising out of or in connection with them, are governed by the laws of the State of Delaware, United States, without regard to its conflict-of-laws rules. The state and federal courts located in Delaware have exclusive jurisdiction. If you are a consumer, nothing in this section removes the protection of mandatory consumer-protection law in your country of residence, or your right to bring proceedings in its courts.

21. General

Neither party is liable for a delay or failure caused by an event outside its reasonable control. You may not assign these terms without our written consent; we may assign them to an affiliate or to a successor to our business on notice to you. If any provision is found unenforceable, the rest remains in effect. A failure to enforce a provision is not a waiver of it. These terms, with the documents they incorporate, are the entire agreement between us about the service.

22. Contact

Unidatum LLC, operating ProxyHive. 1007 N Orange St. 4th Floor Suite #6091, Wilmington, DE 19801, United States.

Support and legal notices: [email protected].