Refund policy

The policy

Ask within 30 days of a top-up and we refund the unused portion of that top-up to where the money came from. A card top-up goes back to that card. A crypto top-up goes back to the wallet it was sent from, in the same coin.

We do not refund as ProxyPanda balance or account credit. A refund goes somewhere other than the card or wallet that paid in only two cases, both set out below: a card that can no longer take it, and a crypto payment sent from an exchange.

If your balance came from more than one top-up, the most recent top-ups are refunded first, each back to where it came from.

No reason required. We will not ask what went wrong, we will not offer you a discount to stay, and we will not route you through three replies before someone can action it.

What is refundable

• Unused balance — yes, within 30 days of the top-up that created it, back to the card or wallet that paid for it.
• An ISP or datacenter IP rental we end early — yes. If we end one before its term is up for reasons of our own, the part of the term not yet used is refunded pro rata, to where the money came from.
• Traffic you used — no, with the exceptions below. It was delivered.
• Traffic burned during an outage — yes, as a service credit. We credit it back to your account without waiting to be asked, once we have worked out who was affected.
• Traffic spent on a mislabelled IP — yes, as a service credit. If an IP labelled German residential turned out to be neither, that traffic comes back to your account.
• Traffic spent while our metering was wrong — yes, as a service credit, and we re-bill the session at your figure.

A service credit puts the traffic or balance back on your account. It is how we make good our own faults, and it is separate from a money refund, which goes back to the card or wallet you paid from.

How to ask

1. Email [email protected] from your account address, or ask in Discord.
2. Say “refund”. If you paid in crypto, we may ask you to confirm the address of the wallet you paid from.
3. That is the whole process.

We aim to action refunds within five working days. If it takes longer, chase us in Discord in public — we would rather answer that where everyone can see it than let it sit in an inbox.

Crypto refunds

Crypto refunds go back to the wallet the payment was sent from, in the same coin. A crypto top-up returns the share of the coin we received that matches the unused dollar value of that top-up — not the amount of coin that value would buy on the day you ask. Crypto moves; we are not a currency hedge and we are not going to pretend the exchange rate risk sits with us.

We may ask you to confirm the sending wallet’s address before we send anything. The network fee for sending the refund comes out of it.

If you paid from an exchange, the sending address usually belongs to the exchange rather than to you. Show us the exchange’s withdrawal record for that payment and we send the refund to a wallet you control instead; without it, the refund goes to the sending address. We do not send a crypto refund to any other wallet.

Card refunds

Card refunds go back to the original card. Your bank typically takes a further three to five working days to show it.

If that card has expired or been closed, or is past the point where our card processor can refund to it, we pay the refund by bank transfer to an account in your own name, once we have checked your identity.

If we close your account

If we suspend or close your account under the acceptable use policy, you still get your unused balance back, under the same rule: a card top-up to that card, a crypto top-up to the wallet it was sent from. No refund window applies: the whole unused balance goes back, however long ago you topped it up. The only exception is where the balance itself was funded fraudulently.

The same holds if you leave because you do not accept a change to our terms.

After 30 days

Your balance does not expire — it stays there indefinitely and you can spend it whenever. It stops being refundable 30 days after the top-up that created it, unless we close your account or you leave over a change to our terms, when the window does not apply.

If you are sitting on a balance you cannot use and it is outside the window, ask anyway. The written policy is the floor, not the ceiling.