Refund Policy

ZProxies uses a prepaid account-balance model. External payment methods add funds to your account. Proxy order invoices are paid from your account balance. Refunds and credits are reviewed case by case and are not automatic unless required by law.

When We Review Refunds

Contact support if there is a duplicate payment, billing mistake, failed setup, non-working proxy connectivity, or another technical issue caused by ZProxies. We may fix the issue, replace access, extend time, credit account balance, or approve a refund depending on the case.

We usually review refund requests within 1 to 3 business days after receiving enough information to investigate. Complex payment, abuse, provider, or crypto cases may take longer.

Setup-Pending Orders

Some locations or quantities may require admin setup. A paid invoice with an order in setup is not automatically a failed order. Staff may add capacity, retry provisioning, replace the order, credit the account, or refund if we cannot reasonably deliver the service.

If you no longer want to wait for a setup-pending order, contact support. We may provide account credit or refund where the delay is caused by ZProxies and the service has not been delivered.

What Is Not Covered

We do not guarantee that proxies will work with every third-party website, bot, app, marketplace, account system, ad platform, or scraping target. Third-party blocks, bans, rate limits, CAPTCHA, bot failures, account restrictions, reputation checks, or target-site rules are not by themselves grounds for a refund if the proxies are otherwise connectable and delivered as described.

Refunds are generally not available for misuse, incorrect configuration by the customer, leaked credentials, changed target requirements, unsupported use cases, buyer's remorse, expired orders, or failure to read the plan, location, quantity, or policy information before ordering.

Account Balance Refunds

Approved refunds may be issued to account balance or to the original payment method, depending on payment method, provider limits, risk review, and accounting requirements. Provider fees, crypto network fees, chargeback fees, and exchange-rate differences may not be refundable.

Account balance is service credit. It is not a bank account or cash account and cannot be withdrawn on demand unless we approve a refund under this policy.

Abuse and Policy Violations

Accounts or orders suspended for spam, phishing, credential attacks, payment fraud, malware, denial-of-service activity, illegal activity, provider complaints, sanctions risk, or other Acceptable Use Policy violations may be ineligible for refund or credit.

Chargebacks

Please contact support before opening a chargeback so we can investigate and fix billing or technical issues. Chargebacks, payment reversals, suspected fraud, or payment-provider warnings may lead to account restrictions, balance holds, order suspension, and refusal of future service while reviewed.

How To Request Review

Open a support ticket with the invoice ID, order ID if applicable, payment method, issue description, and any useful screenshots or test details. We will review the records and reply with the available resolution.

This Refund Policy is subject to our full Terms and Conditions.