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Guarantees and refund policy

Guaranteed refund policy

Exceptions to the refund policy

Refund request procedure

Refund processing times

Fees and deductions

IP address replacement rules

We are confident in the quality of our service, but we understand that disputes can happen. That's why we offer our clients the following guarantees:

  • A full refund is available within 24 hours of payment. The refund will be issued using the same payment method you used. We won't ask unnecessary questions — if our service doesn't meet your needs for any reason, we will process the refund. However, we would appreciate if you could share the reason for cancellation to help us improve our services.
  • If more than 24 hours have passed, you can still cancel your proxy package, but in this case, the unused funds will be credited to your account balance for future purchases.
  • If server downtime exceeds 30 minutes, we will compensate all affected clients with triple the downtime period.

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 established by the user agreement or any other regulatory documents of PapaProxy. This includes, but is not limited to, unauthorized use of the services provided by PapaProxy or usage that violates applicable laws.

2. If the client has requested a refund three or more times within one calendar month. This limitation is in place to prevent abuse of the refund policy.

3. If the client requests a refund after more than 24 hours following the purchase of an active proxy package. In this case, the client may cancel the service, but the unused funds will be credited to the account balance for future purchases. Please note that we do not offer proxy packages for periods shorter than 30 days.

4. Funds remaining in the account balance for more than 90 calendar days are not eligible for refund, even if the service was canceled within the first 24 hours after purchase. These funds can only be used for purchases within our management panel.

Refund Procedure

To request a refund, the client must contact PapaProxy support exclusively through the ticket system available in the user’s account.

Before submitting a refund request, the client must manually cancel the active service. This is important to comply with all procedural (legal) requirements.

If the payment was made in cryptocurrency, we will require the wallet address and, if applicable, the network information, since refunds in cryptocurrency cannot be processed without these details.

The refund will be issued to the same payment method used for the original transaction within the legally established timeframe, but no later than 30 calendar days from the date of refund approval.

Refund processing times

After receiving your request and/or payment details through the ticket system, we will forward your refund request to the payment processor within 24 hours. Important: the refund timeframe starts not from the moment you submit your request, but from the moment we forward the information to the payment processor (you will receive an additional email notification).

The maximum time for us to process and forward the request is 24 hours (typically 2–4 hours). After that, the refund timing depends solely on the payment processor or your bank, approximately:

  • Bank cards: from 1 to 5 business days. In most cases, refunds are processed on the same day. In some cases, we may require your card number to process the refund manually.
  • Cryptocurrencies: refunds are processed within 48 hours after receiving the correct wallet address. You must specify the wallet address used for the payment and the network. Refunds are only possible to the original wallet. For non-standard blockchains, processing may take up to 72 hours. Note: we do not recommend using Bitcoin or ETH for small payments due to high refund transaction fees.
  • WebMoney: up to 10 business days. Please note the high transaction fee for refunds. Delays may occur with this payment method, and refunds may be issued at the latest possible date.
  • Perfect Money and Alipay: up to 10 business days.

Payment System and Blockchain Fees

All prices on the website are listed excluding payment system and/or blockchain transaction fees. These fees are paid by the customer when making a payment.

The payment system fee for refunds is also covered by the customer and deducted from the refund amount. We always strive to minimize these costs and, when possible, offer alternatives with lower fees.

If you request a refund in cryptocurrency, please note that payment processors apply high transaction fees for Bitcoin, Ethereum, and USDT TRC20 refunds (approximately $3 per transaction). It is important to consider this before making a purchase if you plan to request a refund.

IP Address Replacement Policy

Please note an important point: if an IP address is blocked due to actions taken by you during the proxy usage period, we will not be able to provide an immediate replacement. You can independently refresh your proxy list, but no earlier than 8 days after purchase or after the previous update. We strongly recommend reviewing the policies of the website or service where you plan to use the proxies to avoid immediate bans caused by excessive request activity.