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.
Our guiding principle is simple: we would rather keep a happy customer than hold onto a bad sale. If something isn’t working for your use case, contact us — we will work with you to make it right.
2. 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 non-refundable. Refunds, where granted, apply to unused balance or unused service only.
3. Pay-As-You-Go Balance
3.1 Unused Balance
Funds you have added to your account but not yet consumed are refundable on request, subject to the eligibility conditions below. We refund the unused portion of your balance to the original payment method where possible.
3.2 Consumed Usage
Bandwidth, IP-time or requests that have already been used are not refundable, as the service has been delivered. Your dashboard shows real-time usage so you can track consumption at any time.
4. Subscriptions
Subscription plans renew automatically at the start of each billing cycle. You may cancel a subscription at any time from your dashboard; cancellation stops future renewals and remains in effect until the end of the current paid period.
The current billing period is generally non-refundable once the cycle has begun and service has been made available, except where required by applicable law or where we agree otherwise in writing as part of resolving a support issue.
5. 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, fees for dedicated resources are non-refundable once the resources have been allocated.
6. When You May Be Eligible
You may be eligible for a refund of unused balance or service where:
- You have a remaining, unconsumed balance on a pay-as-you-go account.
- A technical fault on our side prevented you from using the Services as described, and we are unable to resolve it within a reasonable time.
- You were charged in error, or charged more than once for the same service.
- A refund is required under applicable consumer-protection law.
7. When Refunds Are Not Available
Refunds will generally not be granted where:
- 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.
8. 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 and a short description of your request. We review every request individually and aim to respond within one business day. We may ask for additional information to verify ownership of the account and the nature of the issue.
9. Chargebacks
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. Initiating a chargeback without first contacting us may result in suspension of your account pending resolution.
10. Processing
Approved refunds are issued to the original payment method where possible. Depending on the payment provider, it may take several business days for the funds to appear on your statement. Refunds of cryptocurrency payments are issued in the equivalent value and may be subject to network fees and exchange-rate fluctuations.
11. 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.
12. 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.
