Guarantees and refund policy

Proxy service guarantee

A common question: “What guarantees that the proxies will work for the entire paid period?” Here is our answer, point by point.

They work for the whole paid period

Proxies stay available for the entire paid term. We sell packages for periods of 30 days and up.

Free replacement of non-working IPs

If an IP stops working through no fault of yours, we replace it for free on request to support.

3× downtime compensation

If server downtime exceeds 30 minutes, we credit you with 3× the downtime in added service time.

99.9% uptime, 24/7 monitoring

Automated systems monitor our infrastructure around the clock; we maintain 99.9% uptime.

And if the service isn’t a fit within the first 24 hours, we’ll refund your money — no questions asked. See “Money-back guarantee” below.

Money-back guarantee

A full refund is available within 24 hours of payment, issued to the original payment method — no questions asked. If the service doesn’t meet your needs for any reason, we’ll process the refund. We’d appreciate it if you shared the reason, as it helps us improve.
After 24 hours you can still cancel your proxy package, but any unused funds will be credited to your account balance for future purchases.
If server downtime exceeds 30 minutes, we credit all affected clients with 3× the downtime in added service time.

Exceptions to the refund policy

Refunds are not issued in the following cases:

If you have violated our Terms of Use, User Agreement, or other PapaProxy.net policies. This includes, but is not limited to, unauthorized use of the services or use that violates applicable laws.
If you have requested a refund three or more times within one calendar month. This limit exists to prevent abuse of the refund policy.
If you request a refund more than 24 hours after purchase. In this case the service can be canceled, but any unused funds are credited to your account balance for future purchases. We do not offer proxy packages shorter than 30 days, which is why a pro-rated refund for unused days is not possible.
Funds that have remained in your account balance for more than 90 calendar days are not eligible for a refund, even if the service was canceled within the first 24 hours. These funds can only be used for purchases in your Dashboard.

Refund request procedure

To request a refund, contact PapaProxy.net support only through the ticket system in your Dashboard.

Before submitting a refund request, you must cancel the active service — this is required by our payment processors.

If you paid in cryptocurrency, we will need the wallet address and, if applicable, the network — the payment processor cannot issue crypto refunds without a wallet address.

The refund will be issued to the original payment method within the legally required timeframe, and no later than 30 calendar days after the refund is approved.

Refund processing times

After receiving your request and/or payment details through the ticket system, we forward your refund request to the payment processor within 24 hours. Important: the refund clock starts when we forward the information to the payment processor, not when you submit your request (you will receive a separate email notification).

Our processing and forwarding takes at most 24 hours (typically 2–4 hours). After that, timing depends entirely on the payment processor or your bank. Approximate timelines:

Credit/debit cards: 1–5 business days. In most cases refunds are processed the same day. Occasionally we may ask for the first 6 and last 4 digits of your card to trace the refund — never the full number.
Cryptocurrencies: within 48 hours after receiving the correct wallet address. Specify the wallet used for payment and the network — refunds are only possible to the original wallet. For less common networks, up to 72 hours. We don’t recommend Bitcoin or Ethereum for small payments due to high refund fees.
WebMoney: up to 10 business days. Note the high refund fee; delays may occur.
Perfect Money and Alipay: up to 10 business days.

Fees and deductions

Prices on the website do not include payment processor and/or blockchain network fees. You pay these fees when making a payment.

Processing fees on refunds are also your responsibility and are deducted from the refund amount. We always try to keep these costs down and, where possible, suggest alternatives with lower fees.

If you request a refund in cryptocurrency, note that payment processors charge high transaction fees for Bitcoin, Ethereum and USDT TRC20 refunds (approximately $3 per transaction). Please keep this in mind before purchasing if you anticipate needing a refund.

IP address replacement rules

If an IP stops working through no fault of yours (for example, the address failed on our end) — contact support and we’ll replace it for free.

If a block occurs due to your own actions during the usage period (e.g., the target site banned the IP for excessive requests), we cannot provide an immediate replacement. You can, however, refresh your proxy list yourself, but no earlier than 8 days after purchase or the previous update.

We recommend reviewing the policies of the website or service where you plan to use the proxies to avoid immediate bans caused by excessive request rates.