Refunds: what qualifies and how they are paid
Updated 2 min read
Unused wallet balance and orders that were not delivered or that failed are refundable. You choose how a refund is paid: to your account balance, which is quick, or back to the original payment method, which takes longer.
What qualifies
Refundable:
- Unused wallet balance you paid for.
- An order whose credentials, endpoints or addresses never appeared in your dashboard.
- An order that was delivered but does not work and could not be repaired or replaced.
Not refundable:
- An ISP or datacenter term, once its addresses were delivered and work.
- Promotional credit and bonuses.
- Any amount on an account closed for breach of the acceptable use policy.
When an order cannot be delivered, it is cancelled and the amount returns to your account balance without a request. If the order was not cancelled, ask within 14 days of placing it.
How a refund is paid
| Option | How long it takes |
|---|---|
To your account balance |
Quick |
Back to the original payment method |
Takes longer |
Requesting a refund
- Write to support@proxyforge.io from the email address on your account, or use the chat button on this help centre.
- Name the order, or say that you want unused balance refunded.
- Say whether the refund should go to your account balance or back to the original payment method.
A member of staff handles every refund request.
Before opening a dispute with your bank
Write to support first. An account with a chargeback opened without contacting support may be suspended while the dispute is open.