Refund Policy

1. The 48-hour replacement guarantee

If an endpoint is unreachable or unusable when delivered, or fails within 48 hours of purchase for a reason within our control, you are entitled to a free replacement.

This covers, in particular:

• An endpoint that never accepts a connection.
• An endpoint whose credentials do not authenticate.
• An endpoint that dies (for example, an ISP re-assigns the address) shortly after delivery.
• An endpoint in a materially different location from the one advertised.

Replacements are issued immediately from the dashboard using the Replace action on the endpoint, and are free. Replacements do not extend the original Term unless the endpoint was unusable for more than 24 hours, in which case we extend by the affected period.

2. When we refund in full

• If we cannot supply a working replacement for an endpoint that failed within the 48-hour window, we refund that endpoint in full.
• If we cannot deliver an order at all within 24 hours because the requested configuration is unavailable, we refund the whole order.
• If we terminate your account for our own convenience (not for your breach), we refund the unused portion of any active Term pro rata.
• If you were charged twice for the same order due to a technical fault on our side, we refund the duplicate in full.

3. What is not refundable

To keep the pricing low for everyone, the following are not refundable:

• The unused portion of a Term once an endpoint has worked. Delivery is the substance of the contract; a rented endpoint that functioned is a consumed service.
• Endpoints blocked by a third-party website. Anti-fraud systems change without notice and no provider can guarantee acceptance by a specific target. If a class of IP is unsuitable for your target, we will advise which class to move to; that move is a new purchase.
• Failures after the 48-hour window attributable to the supplier’s network rather than to a defect at delivery. These are handled by replacement, renewal adjustment or service credit rather than refund.
• Misconfiguration on your side — wrong protocol, unencoded credentials, local firewall blocking the port.
• Accounts terminated for breach of the Acceptable Use Policy or the Terms of Service.
• Change of mind after credentials have been issued and used.

4. How to make a claim

1. Run the connection test from Dashboard → Proxies and note the result. This produces the evidence we need and usually identifies the problem immediately.
2. Open a support ticket with the order number and the affected endpoint(s). Mark it High or Urgent if the endpoint is on a deadline.
3. We respond within the published SLA — one hour for urgent, four for high, twelve for normal — and will either replace, credit or refund.

Where a replacement is possible we may issue it first and discuss the refund only if the replacement is also unusable. You can decline the replacement and request a refund instead; we will not treat that as accepting the replacement.

5. How refunds are paid

Because crypto payments are irreversible, refunds are issued as a credit to your account balance by default. Credit can be spent on any future order and does not expire.

If you would prefer a refund to the original sending address, say so in the ticket. We will process it where it is technically feasible — which it is for on-chain assets — and where the amount is above the blockchain’s minimum economical transfer size. You are responsible for network fees on the outgoing transfer, which we deduct from the refunded amount.

Refunds are recorded against the original order in Dashboard → Billing with a reference you can reconcile. Balance refunds are applied within one business day; on-chain refunds are broadcast within three business days.

6. Partial refunds and service credits

Where a supplier outage affects some but not all of your endpoints, or affects an endpoint for more than 24 hours without a workable replacement, we issue a pro-rata service credit for the affected endpoint-days. Credits are applied automatically and appear in your transaction history with the reason stated.

7. Your statutory rights

Nothing in this policy excludes or limits any right you have under mandatory consumer law in your country of residence. Where you have a statutory right to cancel a distance contract, you acknowledge that by ordering an instantly delivered digital service and receiving the credentials, you request immediate performance and acknowledge that you lose the cancellation right once the endpoint has been delivered and used — to the extent that your local law allows such acknowledgement.

Where mandatory law grants you a remedy that is broader than this policy, that law prevails and we will honour it.

8. Escalation

If you are unhappy with the outcome of a claim, ask for it to be escalated in the same ticket and it will be reviewed by a different member of staff. You can also write to support@proxy-nova.online.