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Guarantees and refund policy

Guaranteed refund

Exceptions to the Refund Policy

Refund Procedure

Refund Periods

IP Address Replacement Policy

We are confident in the quality of our service, but no one is immune to controversial situations. We offer our clients:

  • Refund for the service within 24 hours after payment. It is possible to return the funds by the same method you used to make the payment. We do not ask unnecessary questions - if for any reason the service did not suit you - we will make a refund. We will be grateful for the indication of the reason for the return in order to understand the problem and improve the quality of our services.
  • After 24 hours you can also cancel your paid proxy package, but in this case unused funds will be returned to the internal account balance for further purchases.
  • If the servers are unavailable for more than 30 minutes, we compensate all customers in 3 times the downtime of the proxy.

Exceptions to the Refund Policy

Refunds are not issued in the following cases:

1. If the client has violated the terms and conditions of service use, established by the user agreement or other regulatory documents of PapaProxy. Specifically, this includes cases of unauthorized use of the services provided by PapaProxy, or their use for purposes contrary to the law.

2. If the client has requested a refund 3 or more times within a single calendar month. This limitation is introduced to prevent abuse of the right to a refund.

3. If a client requests a refund more than 24 hours after purchasing an active proxy package, the client can cancel the service, but the funds will be returned to the balance of their personal account for future purchases. It's important to note that we do not sell proxies for less than 30 days; this should be considered when making a payment on our website.

4. Funds remaining on the balance of your personal account and not used for more than 90 calendar days are non-refundable, even if the service was canceled within the first 24 hours after purchase. These funds can only be used for purchases within our control panel.

Refund Procedure

To initiate a refund, the client must contact PapaProxy's support service exclusively through the ticket system available in the user's personal account. The refund request must specify the reason for the refund. The refund will be issued to the same payment method used for the service payment within the period established by law, but no later than 30 calendar days from the date of confirmation of the refund request.

Refund Periods

Upon receiving a message or correct payment details (depending on the payment method) from the client in the ticket system with a refund request, we commit to transferring your refund request to the respective payment system within 24 hours. Further refund periods are beyond our control and approximately are:

  • Bank cards: from 1 to 5 business days. In most cases, the refund occurs on the day of the request. In some instances, your card number may be required to facilitate a manual transfer.
  • Qiwi wallets: refund within 24 hours after providing the correct wallet number. The number of the wallet from which the payment was made is required.
  • Cryptocurrencies: refund within 24 hours after receiving the correct address for the transfer. Please specify the wallet number from which the payment was made and the protocol. The transfer is possible only to the same wallet. For non-standard blockchains, the term may be up to 48 hours. Note: Bitcoin is not recommended for small purchases due to the high refund commission.
  • Webmoney: up to 10 business days. Please be aware of the high commission for refunds. This payment system might delay the refunds or make payments on the very last day.
  • Perfect Money and Alipay: up to 10 business days.

The client pays the payment system's commission for the refund, which is deducted from the refund amount. We strive to meet our clients halfway and reduce the payment system's commission for the client wherever possible. Your satisfaction and comfort in working with our service are our priority.

IP Address Replacement Policy

Please note an important point - if the IP block occurred due to actions you directly took during the proxy usage period, we will not be able to provide you with an immediate replacement. You can independently update the proxy list, but not earlier than 8 days after the purchase/previous list update. We recommend familiarizing yourself with the policy of the site/service where you plan to use the proxy to avoid getting an instant ban due to an excessive number of requests.