Refund policy

This policy applies to traffic packages purchased from ProxyLane by card or cryptocurrency. To request a refund, email [email protected] from your account email with your order reference and the reason for your request.

Unused packages

You can receive a full refund for a completely unused traffic package if you contact us within 72 hours of purchase. A package is unused if no traffic from that purchase has been consumed. Trial purchases are excluded from this voluntary unused-package refund.

Duplicate payments and purchases

We refund an accidental duplicate charge for the same order. If you accidentally buy the same package twice, we refund the second purchase provided that package remains unused. Send us both payment references so we can identify the duplicate.

Service delivery problems

If paid access is not delivered or a ProxyLane service problem prevents you from using your purchase, contact support with the order reference, error message and time of the problem. If we cannot resolve it within 24 hours of receiving your report, you are eligible for a refund of the affected unused portion of your purchase. For a package, this is calculated from the price actually paid in proportion to its unused traffic.

If a separate service-level agreement (SLA) applies to your purchase, a breach is handled under that agreement's refund or credit terms. This policy does not create an uptime guarantee or a separate SLA.

Used traffic and trials

Consumed traffic and trial purchases are not eligible for voluntary change-of-mind refunds. The duplicate-payment and service-delivery remedies above still apply, including to trials. A change of plans or a target website blocking your requests does not, by itself, establish a ProxyLane service failure.

Card and cryptocurrency refunds

Approved card refunds are returned to the original card through the payment processor.

Cryptocurrency purchases are eligible under the same conditions. We verify the original transaction and confirm the refund asset, network, amount and a compatible wallet belonging to the original payer before sending funds. If you paid from an exchange, do not assume its sending address can receive a refund. We may ask for proof that the payment and receiving wallet belong to you. We do not send refunds to unrelated third parties.

We calculate the refund in the purchase currency shown on your order, using the amount actually paid after discounts. For cryptocurrency refunds, we confirm the conversion rate at the time we prepare the transfer and obtain your agreement to the crypto amount before sending it. The approved amount is the amount we send, with no deduction for our outgoing network fee. Your wallet or exchange may charge its own receiving fees. If the original asset or network is unavailable, we agree on a supported alternative with you before sending funds. The refund cannot exceed the amount paid for the eligible purchase. Refunded traffic is removed from your balance. A refund is not issued twice if the same payment has already been returned through a payment dispute.

Review and processing

We aim to review requests within two business days after receiving the necessary payment and usage details. We tell you whether the request is approved, the refund amount and the expected processing time. Card posting times depend on the issuer; crypto confirmation times depend on the agreed network. We will let you know if additional verification or a payment-provider issue delays the refund.

Your legal rights

This policy does not limit refunds or other rights required by applicable law.