Refund Policy | ProxyHat

ProxyHat sells digital services: proxy traffic and access to our proxy network. Everything you buy is delivered to your account immediately after payment. This policy explains when a payment can be refunded, when it cannot, and how to ask.

1. Immediate delivery and the EU/UK right of withdrawal

Traffic packages and proxy access are digital services performed immediately. At checkout you expressly request immediate performance and acknowledge that you lose the 14-day right of withdrawal once delivery has begun (Art. 16(m), Directive 2011/83/EU and equivalent UK rules). Your consent is confirmed on a durable medium in the e-mail receipt.

2. When we refund

✓ Duplicate or incorrect charge — you were billed twice, or for an amount other than the one shown at checkout.✓ Service not delivered — the payment succeeded but the traffic or access was never credited to your account and we are unable to deliver it.✓ Unused purchase — the traffic was credited but not a single byte has been used. Ask within 14 days of payment and we will review the request; a refund in this case is granted at our discretion, not automatically.

3. What is not refundable

✕ Traffic that has been used, in whole or in part. Bandwidth is bought from upstream carriers the moment you use it and cannot be returned.✕ The remaining time or unused gigabytes of an active subscription period. Cancel before the renewal date to stop future charges.✕ Accounts suspended or terminated for a breach of the Terms of Service or the Acceptable Use Policy.✕ Results that depend on the target website rather than on our network — blocks, CAPTCHAs, bans or geo-restrictions applied by the site you connect to.

4. Faulty proxies are replaced, not refunded

If a proxy fails for a technical reason on our side, contact support and we will replace it free of charge or credit the affected traffic back to your balance. Replacement is the standard remedy and it is not limited by the 14-day window. Our geo guarantee is at country level: a specific city, region or ISP is provided on a best-effort basis, and a mismatch below country level is not a service fault.

5. Full refunds only

Refunds are issued in full, to the original payment method. We cannot issue partial refunds on card payments. Once approved, we submit the refund within 5 business days; your bank usually posts the funds within a further 3–10 business days. Crypto payments are returned in the same asset to the address you specify, less the network fee.

6. How to request a refund

Write to support@proxyhat.com or open a chat in your dashboard and give us the invoice ID of the payment. We reply to refund requests within 3 business days.

support@proxyhat.com

7. Before you file a chargeback

If a charge looks wrong, contact us first — billing errors are usually settled the same day. Opening a dispute with your bank instead suspends the account and any traffic on it until the dispute is resolved, and the case is then handled by the payment provider rather than by us. Accounts are reinstated if the dispute is withdrawn and the funds are returned to us.

Questions about this policy: legal@proxyhat.com