Refund policy

1. Overview

This Refund Policy explains the terms that apply to refunds across all ProxyOmega products. Refund eligibility differs per product type, and the relevant section below is what controls.

This policy forms part of our Terms of Service. Cryptocurrency transactions are irreversible and are not refundable under any circumstances.

2. Premium Unlimited Residential

Only exception: proxy credentials are not delivered within 2 hours of confirmed payment.

No refunds will be issued for:

• Changed mind or buyer's remorse.
• Performance, speed, or session-stickiness concerns.
• Compatibility issues with your tooling.
• Geographic availability of specific countries or cities.
• Detection by target sites.
• Account suspension for Terms of Service or AUP violations.

3. Budget Unlimited Residential

Budget Unlimited refunds may be considered only in these exceptional circumstances, only with supporting evidence (see the refund request process), and only if the request is submitted within 24 hours of purchase:

• Complete service failure: the service is completely inaccessible for more than 48 consecutive hours due to ProxyOmega infrastructure issues.
• Service not activated: your proxy access is not provisioned within 24 hours of successful payment.
• Critical feature unavailability: advertised core features become permanently unavailable.
• Persistent connectivity issues: more than 90% of routes are consistently unreachable for over 72 hours.
• Significant performance degradation: the service operates at less than 10% of advertised performance for over 7 days.

Important notes

• Refund requests submitted more than 24 hours after purchase will not be considered, regardless of the issue described.
• Voluntary plan upgrades within the refund window are treated as acceptance of the service. Once a subscription is upgraded, the original purchase and the upgrade itself become non-refundable.
• Recurring subscriptions can be cancelled at any time to prevent future charges.
• No refunds will be issued if a subscription is not cancelled before the next billing cycle begins.
• Cryptocurrency payments are not refundable.

4. Platinum Residential

Platinum is sold on a per-GB allocation model. A limited refund policy applies, and a refund request must include supporting evidence (see the refund request process):

• No refunds on Platinum data purchases once the data allocation is activated.
• Pro-rata refunds may apply on plan upgrades within the same billing cycle.
• A refund may be issued within 3 days if the service cannot be delivered:
  • Proxy credentials not provided within 24 hours of payment.
  • Complete inability to connect to any endpoint.
  • Data allocation not credited to the account within 48 hours.
  • Advertised premium features (e.g. sticky sessions, city targeting) non-functional.

5. Mobile

Mobile is sold on a per-GB allocation model. A limited refund policy applies, and a refund request must include supporting evidence (see the refund request process):

• No refunds on Mobile data purchases once the data allocation is activated.
• Pro-rata refunds may apply on plan upgrades within the same billing cycle.
• A refund may be issued within 3 days if the service cannot be delivered:
  • Proxy credentials not provided within 24 hours of payment.
  • Complete inability to connect to any endpoint.
  • Data allocation not credited to the account within 48 hours.
  • Advertised features (e.g. carrier targeting, auto-rotation) non-functional.

6. IPv6

IPv6 plans are eligible for a refund within 24 hours of purchase, with supporting evidence (see the refund request process), if:

• Performance below standards: the service operates at less than 50% of advertised performance, or below 80% uptime.
• Configuration failures: the requested thread count cannot be provisioned.
• Geographic restrictions: selected countries or regions are unavailable despite being advertised.
• Protocol issues: HTTP or SOCKS5 fails to function as specified.
• Authentication problems: credentials are not delivered or the authentication system fails.

Terms

• Refund requests must be submitted within 24 hours of purchase.
• Recurring subscriptions can be cancelled at any time.
• No refunds if the subscription is not cancelled before the next billing cycle.
• Cryptocurrency payments are not refundable.

7. Account balance deposits

You are responsible for confirming the amount before completing a deposit. Deposit funds can be used towards any ProxyOmega product on the account, but cannot be withdrawn back to your original payment method.

8. Refund request process

To request a refund for an eligible product, follow these steps:

Step 1 · Contact support

• Open a support conversation from your dashboard, or
• Email [email protected] from the email address registered on your account.

Step 2 · Provide evidence

Refund requests must include evidence supporting the claim. We will not process refunds based on assertion alone. Please attach:

• Account email address.
• Order or transaction ID.
• The section of this policy you believe entitles you to a refund.
• Proof of the issue, such as:
  • Screenshots showing the error or failure on screen, with the date and URL visible.
  • Application or proxy client logs covering the timeframe of the issue (timestamps in UTC).
  • Network traces (HAR files, curl —v output) if a connectivity issue is being claimed.
  • Any communication you received from our system explaining the failure.

Step 3 · Verification

Our team independently verifies every refund request against our own server-side records. This includes authentication logs, request and response volumes, success and failure rates, route reachability, account and IP status, and billing records for the timeframe of the claim.

Step 4 · Outcome

Approved refunds are processed back to the original payment method within 7-14 business days, or credited to your ProxyOmega account balance if you prefer (faster, no payment-processor delay).

9. Subscription cancellation

You can cancel recurring subscriptions at any time from:

• Your account dashboard.
• The billing portal link in your invoice emails.
• Contacting support.

Important: cancellation prevents future charges but does not automatically trigger a refund of the current billing period.

10. One account per person

Users are limited to one account per person. Suspected duplicate accounts may result in account suspension or termination, invalidation of refund requests, and forfeiture of account balances.

11. Cryptocurrency transactions

All cryptocurrency payments are final and irreversible due to the nature of blockchain settlement. We cannot process refunds for cryptocurrency transactions under any circumstances. Please confirm you understand this before choosing cryptocurrency as your payment method.

12. Changes

We may update this Refund Policy as products and laws evolve. Changes are effective when posted on this page. Continued use after changes constitutes acceptance of the updated policy.

13. Contact

Questions about this policy or about an active refund request:

PROXYOMEGA LTD
71-75 Shelton Street, London, England, WC2H 9JQ

Email: [email protected]