Refunds, Swaps and Faulty Orders

1. Introduction

Budget Proxies ("we", "us", "our") sells proxy access pay-as-you-go, metered by the gigabyte, with a fixed 30-day window attached to every order. The moment an order shows up in your dashboard, we want it working. What follows in this Refund & Replacement Policy is when a replacement or refund can be claimed, what happens to leftover data and to your validity window, and the steps you take to put in a request. Please read it alongside our Terms of Service and Acceptable Use Policy. If anything on this page differs from our Terms of Service, the Terms of Service take priority.

2. Our promise

The promise is simple enough: the proxies you paid for should work. Where a genuine fault at our end leaves you without that, we fix it. Swapping out the affected proxies comes first; if no swap is possible, we refund the affected portion of your order. We stand behind the service, and our round-the-clock human support team is there to put faulty orders right, quickly and with a fair hand.

Bear in mind that this is a digital product, delivered the instant you buy. An order that works but that you changed your mind about, or one a third party outside our control has blocked, gets treated differently from an order that failed on delivery. Where the line sits is set out in the sections below.

3. Faulty-on-delivery replacement or refund

Faulty on arrival covers proxies that will not authenticate, proxies that will not connect, and proxies that fail to give the type of access described on the product page. Hit any of those, and get in touch within 24 hours of delivery. We will first try to swap the affected proxies at no extra charge. If we cannot supply working proxies that match what you ordered, we will refund the affected part of the order.

Delivery happens instantly, which means most faults surface right away, so please put your proxies through their paces as soon as they land. That 24-hour window starts running the moment the order reaches your dashboard.

4. Grounds for a replacement or a refund

Where a genuine fault at our end stops the service working as described, you may claim a replacement; if we have no working equivalent to give you, you may claim a refund covering the affected part. Some examples:

• Dead on delivery: proxies that refuse to authenticate or connect (faulty on arrival), reported inside 24 hours.
• Access that fails to match what the product page describes, so you end up with the wrong proxy type or the wrong region, say.
• A service fault on our network, confirmed by us, that blocks you from using data already paid for.
• A duplicate charge or a billing slip-up on our part.

5. What does not qualify

Low prices and fairness across the customer base depend on some limits, so refunds are normally unavailable in the following cases:

• Data you have already used. Gigabytes that have been spent represent a service we delivered and cannot be refunded.
• Second thoughts after use. Deciding the product is not for you once you have used a working order does not qualify.
• Policy breaches. Accounts closed for breaking our Acceptable Use Policy or Proxy Usage Policy do not qualify for a refund.
• Third-party blocking. A target website, platform or service deciding to block, rate-limit or detect proxy traffic is beyond our control and is not a fault in the service we provide.
• Incompatibility we never claimed. Being unsuitable for a particular tool or use case we never said we supported.
• Window expired. Leftover gigabytes once the fixed 30-day window has run out (see below).

We promise nothing about whether a given proxy works against a particular third-party site, whether it will keep a platform from restricting your accounts, or whether a target will block proxy traffic. Results of that sort rest with the target and not with us.

6. Your gigabytes and the 30-day window

Pricing works by the gigabyte, and each order carries a fixed 30-day window counted from the day it is delivered. Keep a few points in mind before you buy:

• The only charge is for the data allowance you buy. Nothing recurring is hidden in there, unless you turn auto-renew on yourself.
• When the 30-day window closes, whatever gigabytes remain are gone; they do not move to a new order.
• Once an order has been delivered and is working as described, its per-GB allowance is normally non-refundable: the capacity has already been reserved and held in your name.
• Where a genuine service fault keeps you from using data you have already paid for, contact us and we will consider a pro-rata replacement or a credit.

7. Asking us for a replacement or a refund

Raising a request is simple. Take any one of these routes:

• Open a support ticket from your dashboard, or
• Email us at [email protected] from the address on your account.

Send us the order reference, tell us which proxies are affected, and add a short note on what is going wrong (the error message on screen, say, or the tool you are running it through). More detail means our round-the-clock human support team gets to the bottom of it sooner. Another route is our contact page.

8. Processing times

Every refund or replacement request gets an acknowledgement from us as quickly as we can manage. Once a fault is confirmed, the replacement usually goes out straight away. Approved refunds return to the payment method you first used and normally arrive within 5 to 10 business days, depending on your bank or card issuer. We will let you know as soon as a refund has gone through on our side.

9. Refund method

Refunds we approve travel back to the original payment method used for the order. We cannot refund to a different card, account or wallet than the one we charged. If your original payment method has since been closed or has expired, please let us know when you raise the request so we can agree a sensible alternative.

10. Cryptocurrency payments

Pay for an order in cryptocurrency and any refund gets worked out against the original fiat value of that order, then sent back in cryptocurrency to a wallet address you give us. Exchange rates move, network fees move, so the amount of cryptocurrency landing in your wallet may not match what you originally sent; blockchain network fees are deducted from the refunded sum as well. Once broadcast, a crypto transaction cannot be reversed. Check the wallet address you supply carefully.

11. Chargebacks

Billing looks wrong? Come to us before you go anywhere else, because we can nearly always fix it quicker than a card dispute ever will. Open a chargeback without speaking to us first and your account may be suspended while the investigation runs, with any open orders put on hold. Our records of delivery and usage are clear, which puts us in a position to answer disputes fairly.

12. Partial refunds

Where only a part of an order is affected, that part is all we refund. Say a handful of proxies in an order turn up faulty: those are the ones we replace or refund, not the entire order. If a refund is warranted after some of the data has been consumed, we calculate it on the unused, working balance rather than the full value of the order. Replacing what went wrong is the first remedy we reach for, every time.

13. Fair use

The point of this policy is to protect customers who were handed a faulty service. It is not there to fund repeated refund requests against orders that work. We may refuse a refund where an order has seen heavy use, where the problem traces back to misuse, or where the request falls outside the terms set out above. No refund is available on an account we have closed for breaching our Acceptable Use Policy or Proxy Usage Policy. We reserve the right to decline refunds we reasonably believe to be abusive or fraudulent.

14. Contact

Not sure whether your own situation counts for a refund or a replacement? Just ask us. There is no harm at all in checking. Email [email protected] or get in touch via our contact page and we will talk you through it. For abuse-related matters, see our Abuse Reporting Policy.