Refund Policy

1. Replacement first

If a proxy arrives dead, does not authenticate, or is already blocked by the target you bought it for, tell support within 24 hours of delivery. We replace it proxy for proxy, from a different subnet or ASN mix, at no cost.

Replacement is usually faster than a refund and keeps your project moving, which is why we always try it first.

2. When we refund

We refund the unused portion of an order in these cases:

• We cannot deliver a working replacement within 24 hours of your report.
• The product does not match its description on our own product page.
• Delivery failed entirely and no credentials were issued.
• A duplicate charge or a technical billing error occurred.

Unused means traffic still on the balance, or whole rental terms that have not started. Consumed traffic and a term already running are not refundable.

3. What is not refundable

• Traffic you have already used, and rental periods already in progress.
• Orders where the proxies work but a target platform blocks your account, tooling or behaviour. We cannot control third-party policies.
• Reports made more than 24 hours after delivery, where we can no longer verify the state of the address.
• Orders bought for a purpose prohibited by our terms, including accounts closed for abuse.
• Custom orders and dedicated subnets prepared to your specification, once provisioned.
• Amounts already consumed under a promotional code, where the discount exceeded the unused remainder.

4. How to request one

• Open the dashboard chat or write to support from the email on the account.
• Give the order number, the affected addresses, and what happens when you connect.
• Include one reproducible example: the command or code you run and the error or response you get.

We answer within 24 hours, and in most cases inside a few minutes during working hours.

5. How the money comes back

• To your MetaProxy balance: immediately, usable on any product.
• To a card or PayPal: 5 to 10 business days, depending on your bank.
• To crypto: to the address you nominate, at the rate on the day the refund is approved.

Refunds go back to the original payment method wherever the provider allows it.

6. Chargebacks

Please talk to us before opening a dispute with your bank. A chargeback freezes the account while the case runs, which slows the fix down for both of us. Open the chat or the contact form and we will resolve it directly if we can.