Refunds: what comes back, where it goes, how to ask
Updated 2 min read
Money you have not spent comes back, and so does money for anything we failed to deliver. When a refund is due, you choose where it goes: to your account balance, which is quick, or back to your original payment method, which takes longer.
Where the money goes
| Option | How long it takes |
|---|---|
Your account balance |
Quick |
Your original payment method |
Takes longer |
Money back on your balance can be spent on any order straight away. Unused balance is already on your account, so asking for it back means a refund to your original payment method.
What is refundable
- Unused paid balance, at any time while your account is in good standing: not suspended, no open payment dispute, and any verification we asked for completed. You can also ask for it when you close the account.
- Orders that were never delivered, meaning the credentials, endpoints or addresses never showed up in your dashboard. When we detect this ourselves, we close the order, which then shows as Failed, and put the amount back on your balance without being asked. If you would rather have it on your original payment method, ask us. If we have not detected it, ask within 14 days of placing the order.
- Orders that failed: delivered, but not working, and we could not repair or replace them after you told support.
What is not refundable
- Traffic you have already used, including traffic included with an ISP or datacenter plan.
- An ISP or datacenter term once its addresses were delivered and work, whether or not you used them.
- Anything you did not pay for, such as promotional credit and bonuses.
How to ask
- Write to support@proxyhive.io from the email address on your account.
- Say which order or which balance the request is about.
- Say whether you want the money on your account balance or back on your original payment method.
A person handles every refund request and may ask you to verify your identity first. We charge no fee for a refund.
Before you dispute a charge
Write to us first. If a chargeback or payment dispute is opened without contacting support, the account may be suspended while the dispute is open, and an amount returned through a dispute is not refunded a second time.
Related: Closing your account and What you may point the network at.