Refund Policy

Last updated: June 2026

Every HelloProxies subscription is backed by physical hardware: a dedicated modem and a carrier SIM are reserved and provisioned for you the moment your payment clears. Because real equipment is committed to your order immediately, refunds are more limited than for a typical software subscription. This policy explains exactly when refunds are available.

1. Non-functional proxies

If your proxy is non-functional — it does not accept connections, cannot pass traffic, or otherwise fails to deliver the core service — open a support ticket from your dashboard. Our team operates the hardware directly and resolves most faults quickly. If support cannot restore the proxy to working order, you may request a refund within 24 hours of provisioning. Refunds under this section are handled case-by-case and issued pro-rated for the unused portion of the billing period.

“Non-functional” means the proxy service itself does not work. It does not cover third-party websites or platforms blocking, rate-limiting or otherwise restricting traffic — we have no control over third-party enforcement decisions, and they do not qualify for a refund.

2. No refunds for policy violations

Subscriptions suspended or terminated for violations of our Acceptable Use Policy or Terms of Service are not refundable, in whole or in part.

3. Wallet top-ups

Unused wallet balance is refundable on request to the original payment method, less any non-recoverable processing fees. Wallet credit that has already been spent on subscriptions or renewals follows the rules of this policy for the services it purchased. Promotional or bonus credit has no cash value and is not refundable.

4. Renewals and cancellation

You can disable auto-renew at any time from your dashboard, and your service simply runs to the end of the paid period. Renewal charges are not refundable once the new period has begun, except where Section 1 applies. We recommend disabling auto-renew before the renewal date if you do not plan to continue.

5. Chargebacks

If you believe a charge is incorrect, contact us first at support@helloproxies.com — billing mistakes on our side are corrected promptly. Initiating a chargeback or payment dispute without contacting us results in immediate suspension of all services on the account while the dispute is open, and may result in permanent account closure.

6. How to request a refund

Open a ticket from your dashboard or email support@helloproxies.com from your account email, including the order or proxy identifier and a description of the issue. Approved refunds are returned to the original payment method; cryptocurrency refunds are returned to a wallet address you confirm, at the USD amount originally paid.