Refund Policy

1. Overview

This Refund Policy explains when and how you may obtain a refund for services purchased from SerpProxies (“SerpProxies”, “we”, “us”, “our”). It forms part of, and should be read together with, our Terms of Service.

Because our Services are digital and activated immediately, purchases are final once the Services have been activated. If a Service does not work as described, we put it right as set out in Section 2, and you always keep the statutory rights in Sections 3 and 4.

Nothing in this policy limits, excludes, or replaces your statutory rights. Wherever this policy and the consumer protection law of your country differ, you always receive whichever is more favorable to you. Section 3 summarizes the main statutory regimes that may apply to your purchase.

2. Services That Don’t Work as Described

If a Service is materially non-functional or does not operate as described because of an issue solely attributable to SerpProxies, contact support within 48 hours of purchase with a documented, verifiable description of the problem. We will, at our discretion:

• Remedy the technical issue;
• Provide service credit to your platform balance;
• Extend the term of the affected plan; or
• Refund your original payment method, where applicable law requires one.

Issues caused by misuse, misconfiguration, third-party targets, your own connection, or other factors outside our control are not covered. Requests remain subject to the anti-fraud and verification checks described in Section 11. This section adds to your statutory rights in Sections 3 and 4 and never replaces them.

3. Your Statutory Rights

Depending on where you live and whether you purchase as a consumer, one or more of the following consumer protection regimes apply to your purchase. This policy is designed to comply with each of them, and we honor them in full.

3.1 United Kingdom

If you purchase as a consumer in the UK, you are protected by, among others:

• The Consumer Rights Act 2015 — services must be performed with reasonable care and skill, and digital content must be of satisfactory quality, fit for purpose, and as described. If they are not, you are entitled to remedies including repeat performance, price reduction, or a refund.
• The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — a 14-day cancellation (“cooling-off”) right for distance purchases, described in Section 4.
• The Digital Markets, Competition and Consumers Act 2024 — rules on fair trading and subscription contracts, including clear renewal information and easy cancellation.

3.2 European Union / EEA

If you purchase as a consumer in the EU or EEA, you are protected by national laws implementing, among others:

• The Consumer Rights Directive 2011/83/EU (as amended by Directive (EU) 2019/2161) — the 14-day right of withdrawal for distance contracts, described in Section 4, plus mandatory pre-contract information.
• Directive (EU) 2019/770 on digital content and digital services — our services must conform to the contract; if they do not, you are entitled to have them brought into conformity, a proportionate price reduction, or termination with a refund.
• The Unfair Contract Terms Directive 93/13/EEC — contract terms that create a significant imbalance to your detriment are not binding on you.

3.3 United States

US customers are protected by, among others:

• The FTC Act (Section 5) — prohibiting unfair or deceptive practices, including misleading refund and billing claims.
• The Restore Online Shoppers’ Confidence Act (ROSCA) — for subscriptions, we must clearly disclose renewal terms, obtain your express consent, and provide a simple way to cancel. You can cancel any subscription from your dashboard, as easily as you signed up.
• State auto-renewal and consumer protection laws, including the California Automatic Renewal Law (Cal. Bus. & Prof. Code § 17600 et seq.) and equivalent laws in other states.
• The Fair Credit Billing Act — your right to dispute billing errors with your card issuer (see Section 12).

3.4 Australia

If you purchase as a consumer in Australia, our services come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010), including that services will be provided with due care and skill and be fit for purpose. For a major failure you are entitled to cancel and obtain a refund for the unused portion, or to compensation for the reduced value, and you may choose a refund rather than a credit; for other failures you are entitled to have the problem fixed within a reasonable time. Nothing in this policy excludes, restricts, or modifies those guarantees.

3.5 New Zealand

New Zealand consumers are protected by the Consumer Guarantees Act 1993 — services must be performed with reasonable care and skill and be fit for purpose, with rights of remedy, refund, or compensation for failures — and by the Fair Trading Act 1986, which prohibits misleading conduct. Nothing in this policy limits those rights.

3.6 Canada

Canadian consumers are protected by provincial consumer protection legislation, such as the Ontario Consumer Protection Act, 2002 and the Quebec Consumer Protection Act, which provide cancellation and refund rights for internet agreements — including, in Quebec, a statutory chargeback right where a merchant fails to refund after cancellation. Nothing in this policy limits those rights.

3.7 Other Jurisdictions

If your country provides mandatory consumer protections beyond those described in this policy, we honor them. Where any provision of this policy conflicts with a mandatory law of your place of residence, that law prevails.

4. 14-Day Cooling-Off Period (UK & EU/EEA Consumers)

If you purchase as a consumer in the UK, EU, or EEA, you have the right to cancel your purchase within 14 days of the day the contract is concluded, without giving any reason.

Because our Services are activated immediately at your express request (see Section 5 of our Terms of Service), the cooling-off right works as follows:

• If you cancel within 14 days before the service is fully performed (for example, before a prepaid balance or subscription period is fully consumed), you pay only a proportionate amount for what was actually supplied up to the point of cancellation, and we refund the remainder.
• The right to cancel ends early once the service has been fully performed — for example, once a purchased balance or allowance has been fully consumed — where performance began with your prior express consent and your acknowledgment that the right would be lost on full performance.

To exercise this right, send us a clear statement of your decision to cancel (via live chat or email to team@serpproxies.com) within the 14-day period. No particular form is required, but including your account email and order reference speeds things up.

Cooling-off refunds are issued within 14 days of the day you tell us you are cancelling, using the same means of payment you used for the purchase, unless you expressly agree to a different method (such as platform balance). You will never be charged a fee for the refund itself.

5. Nature of the Services

Our Services are digital services delivered electronically and activated immediately upon purchase. Because access and bandwidth are provisioned in real time, consumed usage — proxy traffic that has already been delivered — is generally non-refundable. This is always subject to Section 2 and your statutory rights in Sections 3 and 4.

6. Pay-As-You-Go Balance

6.1 Balance Top-Ups

Balance top-ups are final. Your balance never expires and can be spent on any Service in your account, but it cannot be withdrawn, cashed out, or moved to another account, except where the law requires otherwise (including the cooling-off right in Section 4).

6.2 Consumed Usage

Bandwidth, IP-time or requests that have already been used are generally not refundable, as the service has been delivered — subject to Sections 2, 3 and 4. Your dashboard shows real-time usage so you can track consumption at any time.

7. Subscriptions

Subscription plans renew automatically at the start of each billing cycle. Renewal terms are disclosed at checkout, and you can cancel at any time from your dashboard — cancelling is as simple as subscribing. Cancellation stops future renewals and remains in effect until the end of the current paid period.

Renewals already charged or deducted from your balance, and unused portions of the current billing period, are not refunded. If a subscription product doesn’t work as described, Section 2 applies. UK and EU/EEA consumers additionally have the cooling-off right in Section 4 for new subscriptions.

8. Dedicated and Custom Plans

Dedicated allocations and custom-quoted plans are provisioned specifically for you and are governed by the terms of the individual order or agreement. Unless that agreement states otherwise, issues with dedicated resources are handled under Section 2, and consumers retain the statutory rights in Sections 3 and 4.

9. When You May Be Eligible

You may be eligible for a refund where:

• The Service did not work as described and you reported it within 48 hours of purchase (Section 2), where a refund is the remedy the law requires.
• You are a UK or EU/EEA consumer cancelling within the 14-day cooling-off period (Section 4).
• The service was faulty, not performed with reasonable care and skill, or did not conform to its description, and we are unable to remedy this within a reasonable time (Consumer Rights Act 2015, Directive (EU) 2019/770, Australian Consumer Law, Consumer Guarantees Act 1993, or equivalent law).
• You were charged in error, or charged more than once for the same service.
• A refund is otherwise required under applicable consumer protection law.

10. When Refunds Are Not Available

Subject always to your statutory rights (Sections 3 and 4), refunds will not be granted where:

• You changed your mind or did not use the Service.
• You want to withdraw or cash out balance you topped up.
• The bandwidth, IP-time or requests have already been consumed.
• The account was suspended or terminated for a breach of our Terms of Service or Acceptable Use Policy.
• The request relates to dissatisfaction with results obtainable from third-party targets that are outside our control.
• The request is made in connection with fraudulent or abusive activity.

11. How to Request a Refund

To request a refund, contact our support team via the live chat on our website — or email team@serpproxies.com — with your account email, the order reference and a short description of the issue. We review every request individually and aim to respond within one business day.

To protect our customers and our platform, refund requests may be subject to identity verification (KYC) and anti-fraud screening before approval. These checks are performed with our verification partner, ComplyCube, as described in our KYC & Anti-Fraud Policy. Verification is applied proportionately and never operates to deny or delay a refund you are legally entitled to. Any personal data collected during verification is handled in accordance with our Privacy Policy.

12. Chargebacks and Payment Disputes

If you believe a charge is incorrect, please contact us before initiating a chargeback or payment dispute — we can almost always resolve billing issues faster directly, and under this policy you will usually get a better outcome from us than from a dispute.

Nothing in this policy limits your statutory payment-dispute rights, including under the US Fair Credit Billing Act, Section 75 of the UK Consumer Credit Act 1974, or the chargeback provisions of the Quebec Consumer Protection Act. Where a chargeback is found to be fraudulent or abusive, we may suspend the associated account pending resolution.

13. Processing and Refund Method

Approved refunds are issued to the original payment method used for the purchase. Service credit under Section 2 is added to your platform balance. We never charge a fee for processing a refund.

We process refunds promptly and in any event within 14 days of approving your request — or, for statutory cancellations under Section 4, within 14 days of you telling us you are cancelling. Service credit is available immediately. For refunds to a payment method, it may take several further business days for the funds to appear on your statement depending on the payment provider. Refunds of cryptocurrency payments are issued in the equivalent value and may be subject to network fees and exchange-rate fluctuations.

14. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be reflected by an updated “Last updated” date above. The policy in effect at the time of your purchase governs that purchase.

15. Contact

Questions about this Refund Policy or a specific charge? Contact our support team via the live chat on our website and we will be glad to help. UK consumers can also contact Citizens Advice for free guidance on their rights; EU consumers can use the European Commission’s Online Dispute Resolution platform or contact their local European Consumer Centre.