Dynamic residential proxy
Handled by traffic and service usage.- Consumed traffic is non-refundable.
- Unused traffic may be submitted for review within 7 days of purchase.
- Verified losses caused by a platform issue are compensated with traffic first.
Static residential and static native proxies
Handled by IP and delivery status.- An order may be cancelled before the IP is delivered; the amount for any IP that cannot be delivered is returned to your wallet automatically.
- After delivery, connectivity and resource ownership are verified first.
- A confirmed abnormal IP is replaced with an equivalent resource or compensated with service time first.
Auto-renewal
Can be turned off before charging; handled by service status after.- Auto-renewal can be turned off for any IP at any time before expiry.
- Each IP is renewed as its own order paid from your wallet; nothing is renewed when the balance is too low.
- The renewal price confirmed when you turn it on is the authorized limit; if the unit price rises, nothing is charged until you confirm again.
Redemptions and discounts
Redemptions and discounts are not cash assets.- A redemption code, where offered, can be used once and cannot be withdrawn as cash.
- Discount value is not refunded separately.
- A refund never exceeds the amount actually paid.
Abnormal IP
Detect first, verify next, then resolve.- Provide the IP, time, target site and error details.
- Our technical team reproduces the issue and rules out local network or target-site restrictions.
- A confirmed resource failure is resolved under this policy by replacing the IP, adding service time or refunding.
About IP detection
Results are a reference, not a verdict on access.- Detection platforms use different data sources, classifications and update schedules, so the same IP may show different type, location and proxy labels.
- These labels do not determine access to a target website or the outcome of an account review.
- If results differ from the product description at purchase, provide the IP, the detection link and the time of the check so we can verify it.
How a request is handled
Usually 1–3 business days. Request, diagnosis and solution records are kept so every step stays traceable.1
Submit a request
Name the product, link the order number and provide evidence of the issue.
2
Technical verification
We reproduce the issue and identify resource, network or target-site restrictions.
3
Confirm the solution
We confirm the replacement, service time, traffic or refund scope.
4
Complete handling
The product, wallet and order history are updated.