Refund Policy
Last updated June 24, 2026
This Refund Policy explains when refunds are available for AptProxy purchases. Because proxies are provisioned from upstream providers immediately after payment, most purchases are non-refundable once delivered. Please read this policy together with our Terms of Service.
1. Wallet Top-Ups
Funds added to your wallet are stored as prepaid credit for purchasing Services. Unused wallet balance may be reviewed for refund on a case-by-case basis within 14 days of the top-up, provided it has not been spent. Promotional or bonus credits are non-refundable.
2. Proxy Purchases
Proxies are delivered immediately and consume upstream resources allocated to your account. For this reason, completed proxy purchases are generally non-refundable. If a proxy is dead on arrival or does not match its advertised specifications, contact support within 24 hours and we will troubleshoot, replace, or credit your wallet where appropriate.
3. Residential Traffic
Residential traffic packages (GB-based) are non-refundable once any portion of the traffic has been used, as the upstream allocation is consumed on purchase.
4. Failed Provisioning
If a purchase fails to provision, the charge is automatically reversed to your wallet. If you were charged by card and the order could not be fulfilled, the amount is credited back to your wallet and you will see a corresponding invoice entry.
5. Chargebacks
If you have a billing concern, please contact us first — we resolve most issues quickly. Initiating a chargeback without contacting support may result in suspension of your account pending review.
6. How to Request a Refund
Email support@aptproxy.com with your account email, the invoice or order number, and a description of the issue. We may ask for connection logs or test results to diagnose proxy problems.
7. Processing Time
Approved wallet credits are applied immediately. Approved refunds to your original card are processed through Stripe and typically appear within 5–10 business days, depending on your bank.
8. Contact
For refund questions, contact support@aptproxy.com.
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This document is provided for general information and does not constitute legal advice. AptProxy may update it from time to time; the date above reflects the latest revision.