Refund Policy
No discretionary cash refunds. No routine cash-out of prepaid account credit. Our normal remedies are billing correction, service restoration, an equivalent replacement or account credit for the affected service.
Mandatory rights remain available. If applicable law requires a monetary refund, this policy does not replace it with credit, impose a fee for exercising the right or make repayment depend on our commercial discretion.
1. Prepaid credit is for purchases on ProxyHub
Account credit is intended to pay for ProxyHub services. We do not offer it as a money-transfer, exchange or withdrawal service. Voluntary top-ups are not cashable on demand, and we do not offer discretionary refunds merely because credit remains unused or an account is closed.
Account credit is different from purchased traffic. Returning a cancelled purchase amount to the account does not send cryptocurrency to an external wallet. Likewise, an unused traffic allowance is not automatically refundable to the account or transferable to another pool.
These commercial restrictions are subject to sections 2 and 5 below. They do not allow us to retain a payment that must lawfully be returned.
2. Billing errors and unfulfilled orders
- Duplicate or incorrect internal debit: once verified, we correct the account balance. You are charged only for the valid purchase.
- Confirmed non-delivery: if the order was not fulfilled, we release reserved funds or restore an erroneous purchase debit to the account.
- Uncertain fulfilment: if the provider response is unclear, we investigate the original order before charging again, cancelling or releasing funds. A timeout does not necessarily mean that the service was not created.
- Duplicate external payment: we investigate the payment separately. A mistaken duplicate transfer is not automatically treated as a new voluntary top-up. Where repayment is due, credit is not forced on you as its substitute.
A temporary reservation lowers the available balance while an order is checked. It is not an additional completed purchase. Use the Transactions reference when reporting a discrepancy.
3. A service that does not work as described
Report the affected order and symptoms promptly so we can investigate while useful diagnostic information is available. Our first proposed remedy is normally to correct the configuration, restore the service or offer an equivalent working replacement without an additional purchase charge.
If we cannot reasonably resolve the affected service, we offer an appropriate account credit for the verified undelivered allowance or unavailable rental period. The scope of the remedy depends on the actual fault and affected purchase, not unrelated services you successfully used.
This is our ordinary support process, not an exclusive remedy. It does not require you to accept repeated failed replacements, wait indefinitely or accept credit where the law entitles you to a price reduction, termination or monetary repayment. A materially different replacement requires your agreement.
We consider both your evidence and our records. Provider statistics and our logs are useful evidence, not an unchallengeable final decision. Any adjustment already received is taken into account so that the same loss is not compensated twice.
4. When we do not offer a voluntary refund
Subject to mandatory rights and verified billing or service faults, we do not offer voluntary refunds for:
- A change of plans, no longer needing the service, or purchasing the wrong quantity, pool, duration or location.
- Traffic already supplied and consumed, or a rental period that was available but you chose not to use.
- A target website's CAPTCHA, block or rate limit, an external IP reputation or geolocation score, or an unsupported customer workflow, unless a relevant capability was expressly promised and not delivered.
- Problems shown to be caused solely by your software, settings or local connection rather than a failure of the purchased service.
- Changes in cryptocurrency prices, or transaction fees charged by your wallet for a correctly executed voluntary payment.
The fact that part of a service was used does not automatically disqualify a claim concerning a defective or undelivered part. Nor does use alone erase a statutory withdrawal right.
5. Statutory withdrawal and monetary refunds
You may have mandatory rights under the law applicable to your purchase. For example, qualifying EU consumers generally have a 14-day withdrawal period for distance service contracts, subject to the applicable conditions and exceptions. A clear notice of withdrawal is sufficient; you do not need to establish a technical fault or give a reason for exercising that right.
Starting a service immediately does not, by itself, remove a withdrawal right. Any legally permitted charge for service already performed, or loss of that right after full performance, requires the relevant legal conditions to be met, including any required prior express request, consent and acknowledgement. We do not assume those conditions were met solely because you accepted general terms, topped up, logged in or made one connection.
When a monetary refund is legally due, we use the original payment method where required, or an alternative expressly agreed with you without unlawful cost or disadvantage. An internal credit is an alternative only when you validly agree to it. Processor, exchange or blockchain costs do not automatically cancel or reduce a legally required reimbursement.
We follow applicable refund deadlines; our investigation does not extend them. For an applicable EU withdrawal, reimbursement is generally due within 14 days after notice. Other claims may have different mandatory rules.
6. How to contact us
To submit a withdrawal notice from your account, open Transactions, open the relevant order, choose Withdraw from contract, then Confirm withdrawal. A reference, receipt time and downloadable acknowledgement are provided. This records your notice for support review; it does not automatically transfer funds or stop a proxy. You can also notify us by email, including if account access is unavailable.
Email support@proxyhub.team. To help us locate the transaction, include the account identifier you use with us, the order reference if available, the date and approximate time with timezone, and a short description. For service faults, a redacted error message or screenshot is useful.
For an external payment issue, include the invoice reference and transaction hash if available. Never send private keys, seed phrases, sign-in tokens or proxy passwords. If additional verification is reasonably needed, we will explain it and request only relevant information.
We encourage prompt reporting but do not impose a short contractual deadline that extinguishes statutory claims. Missing screenshots, a particular email subject line or use of another valid legal notification channel does not automatically invalidate a claim. You do not have to cite a law to raise a problem.
If you disagree with the outcome, ask for a review and the reason for the decision. Contacting us does not restrict access to an available regulator, payment dispute procedure or competent court.
7. Which version applies
This policy forms part of the Terms of Service. The version applicable when you purchased governs that purchase. Later changes do not retroactively remove a remedy or a pending claim.