> For the complete documentation index, see [llms.txt](https://loyalproxy.gitbook.io/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://loyalproxy.gitbook.io/docs/website-policy/refund-policy.md). # Refund Policy {% hint style="info" %} **Last Updated: September 16, 2026** {% endhint %} Thank you for choosing **LoyalProxy**. LoyalProxy provides digital network proxy and related services. Because proxy resources are characterized by immediate allocation, immediate delivery, and non-recoverability after use, please carefully confirm the product type, resource region, traffic, usage period, and other related configurations before purchasing, and ensure that the purchased service meets your actual business needs. This Refund Policy should be read together with LoyalProxy's **Terms of Service**, **Privacy Policy**, and specific product rules. ### I. Basic Refund Principles The dynamic residential proxies, static residential proxies, and other proxy network products provided by LoyalProxy are **digital, immediately delivered virtual services**. Once an order is successfully paid and resource allocation, traffic recharge, service activation, or product delivery is completed, it means that the relevant network resources have been provided to your account. Where products and services are normally delivered and meet the corresponding service standards, **refunds, returns, or no-reason order cancellations are in principle not supported**. If a product cannot be normally delivered or continuously used due to abnormalities in LoyalProxy's own systems or services, we will investigate based on the actual circumstances and provide reasonable solutions. ### II. Situations Where Refunds Are Not Supported To the extent permitted by applicable law, the following situations are in principle not within the scope of refunds: * After order payment is completed, the relevant proxy resources have been successfully allocated or the service has been activated; * Dynamic residential proxy traffic has been recharged to the user's account or traffic consumption has occurred; * Static residential IPs have been allocated or the validity period has begun to be calculated; * The purchased product has exceeded its validity period or service period; * The user purchased the wrong product, region, quantity, traffic, or other configuration; * The user's actual business needs do not match the applicable scenarios of the purchased product; * Inability to use normally due to the user's own device, software, code, API configuration, or network environment; * Use is restricted due to changes in access rules or risk control policies of third-party websites, applications, or platforms; * Connection quality changes due to local ISP, carrier, network lines, or other third-party network factors; * Compatibility issues arise from third-party software, automation tools, custom clients, or other external programs; * The user's account is restricted, suspended, or terminated due to violation of LoyalProxy's **Terms of Service** or other platform rules; * The user uses the proxy service for purposes expressly prohibited by laws and regulations or platform policies; * Other situations not directly caused by faults in the LoyalProxy service itself. If applicable law provides that users enjoy non-excludable refund, cancellation, or other consumer rights under specific circumstances, the relevant mandatory legal provisions shall prevail. ### III. IP Geolocation Explanation The geolocation information of proxy IPs is usually provided by third-party IP databases. Different databases may adopt different data sources, identification methods, and update cycles, so **the country, region, city, or ISP information displayed for the same IP on different query platforms may differ**. Such differences do not necessarily indicate that the proxy IP itself is abnormal. Users are advised to make comprehensive judgments based on multiple mainstream IP databases and actual business connection conditions, and it is not recommended to use the identification result of a single third-party database as the sole basis for determining whether a product is usable. If you find that the actual network routing, available region, or product configuration of a proxy IP is clearly inconsistent with the order, you may contact us for verification. ### IV. Connection Quality and Third-Party Factors The actual connection speed, latency, stability, and target website access results of the proxy network may be affected by various factors, including but not limited to: * The user's location and local network quality; * ISP or carrier network conditions; * International network lines and routing changes; * Target website server status; * The target website's own access restrictions and security policies; * The software, devices, and technical environment used by the user; * Network load at the same time and other external factors. Therefore, we cannot guarantee that all proxy IPs will achieve exactly the same access results, latency, or connection speed in all regions, network environments, and third-party websites. Issues arising solely from third-party website restrictions, latency differences, network environment changes, or subjective usage experience shall in principle not serve as a basis for refunds. ### V. Abnormal Orders and Duplicate Payments If the following situations occur, please contact LoyalProxy promptly: * The same order is charged multiple times; * Payment has been completed but the order has not been successfully delivered for a long time; * The payment amount is clearly inconsistent with the actual order amount; * Duplicate orders are generated due to system abnormalities; * Other situations that can be clearly confirmed as abnormalities of LoyalProxy or payment processing. After verifying the order and payment records, we will take appropriate measures such as redelivery, balance adjustment, cancellation of abnormal orders, or refunds based on the actual circumstances. If a refund involves a third-party payment channel, the actual arrival time may be affected by the processing time of banks, card organizations, payment institutions, or digital asset networks. ### VI. Refund Requests and Issue Resolution If you believe that the purchased service has abnormalities caused by LoyalProxy's system or the product itself, please contact our customer service team first. To help us investigate the issue more quickly, you may need to provide: * LoyalProxy account information; * The relevant order number; * Information about the purchased product; * The time when the problem occurred; * Error messages, screenshots, or relevant logs; * Other necessary information for determining the cause of the problem. After receiving complete information, we will verify the service status, order records, and related technical information. If it is confirmed that the problem is indeed caused by the LoyalProxy service itself, we may provide reasonable solutions such as **fault repair, resource replacement, service compensation, extension of validity period, or refund** depending on the specific circumstances. The specific handling method will be determined based on the nature of the fault, scope of impact, product type, and actual usage. ### VII. Payment Disputes If you have questions about an order or payment, we recommend contacting us for verification before filing a chargeback or payment dispute with your bank, card organization, or payment institution. We will assist in resolving relevant issues based on order, payment, and service delivery records. For unauthorized payments, duplicate charges, or other payment abnormalities, we may require necessary information to complete identity and transaction verification. For malicious chargebacks, false payment disputes, or other suspected fraudulent behavior, LoyalProxy reserves the right to restrict the relevant accounts or take other necessary measures in accordance with the **Terms of Service**. ### VIII. Policy Adjustments LoyalProxy may update this Refund Policy based on product changes, business operations, payment channel requirements, or applicable laws and regulations. The updated policy will be published on the LoyalProxy website or help center, with the latest update time indicated. For orders completed before the policy update, they will be handled in accordance with the policy applicable at the time the order was placed and relevant legal requirements. ### IX. Contact Us If you have questions about refunds, orders, product delivery, or payments, please contact us:\ \ Contact email: We will verify and provide corresponding assistance as soon as possible after receiving your questions and necessary materials.