We would rather refund a customer we could not serve than argue with them. The rules below are meant to be predictable, not to trap you.
The short version
- Service does not work for you and we cannot fix it: full refund of unused traffic, within 7 days of purchase.
- You used the traffic: no refund for what you consumed.
- You changed your mind and consumed nothing: full refund, within 7 days.
- Account closed for breaching the Acceptable Use Policy: no refund.
Test before you scale
Proxy performance depends entirely on your target. A pool that works perfectly against one site may be blocked by another. This is why we sell small allowances and run a low-cost starter plan: buy the small one, test your actual target, and only then buy volume. "It does not work on my target site" is not grounds for a refund on a large allowance you bought without testing.
What counts as "does not work"
Credentials that do not authenticate, a gateway that does not accept connections, country selection that returns the wrong country, or traffic deducted without a successful connection. Report it and we will either fix it or refund it.
What does not count: a specific website detecting and blocking proxies, your own misconfiguration, speeds that are slower than your home connection, or an expectation of city or ISP-level targeting, which we do not sell.
How refunds are paid
Cryptocurrency payments are irreversible, so a refund is a new outbound payment to a wallet address you give us, in the same asset you paid with. Network fees are deducted from the amount. Because exchange rates move, a refund returns the same amount of cryptocurrency you sent, not the same value in dollars.
Where you prefer it and the amount is small, we will usually offer a traffic credit instead, which is instant and loses nothing to fees. You are never obliged to accept a credit in place of a refund you are entitled to.
How to ask
Email service@pyproxy.com with the order reference and, if the service failed, what you saw. We respond to refund requests within 3 business days and pay approved refunds within 7.
Chargebacks
There is no chargeback mechanism in cryptocurrency, which is precisely why we handle disputes directly and generously. Talk to us first — we have never gained anything by keeping money from an unhappy customer.
If anything here is unclear, email service@pyproxy.com before you buy. We would rather answer a question than process a dispute.