1. Why orders are not refundable
Proxy data and addresses are digital goods and services that start working the moment you pay. We commit capacity for you in advance, and we cannot take it back and resell it once it has been delivered. That is why a completed, delivered order is final.
2. By product
| Product | Refund position |
|---|---|
| Residential data (Prism V1, Prism V2 and future residential plans) | Not refundable once the data is added to your account. Data is valid for 365 days, so there is time to use it. Unused data when the 365 days end expires with no refund. |
| ISP and datacenter proxies | Not refundable once the addresses are assigned to you. The period you have paid for is not refunded if you cancel part-way. |
| Auto-renewals | Switching auto-renew off stops future charges but does not refund the period already paid. Please switch it off before the renewal date if you do not want to continue. We email a reminder a few days before each renewal. |
| Auto top-ups | Treated like any other data purchase: not refundable once the data has been added. Switching auto top-up off stops future charges but does not refund top-ups already made. |
| Extending a plan | Treated like any other order: not refundable once the extra time has been added. |
| Store credit and referral points | Not refundable and no cash value. They cannot be turned into money. |
3. When we will put things right
- We could not deliver. If you have paid and we are unable to deliver what you bought (for example the data or addresses are not available), we will keep trying and tell you. If we cannot deliver within a reasonable time, or the product you paid for stops being available before it is delivered, we will refund the order in full or, if you prefer, replace it with something equivalent.
- The product does not work as described. If a delivered product has a real fault that is ours (not an effect of how a website treats the addresses), we will repair it or replace it, and where that is not possible we will refund the part that you could not use.
- Charged by mistake. If you were charged twice, charged the wrong amount, or charged for a renewal or top-up you had switched off, tell us and we will correct it, normally by refunding the difference to your original payment method.
- Cancelled by us. If we cancel an order for a reason that is not your fault, we will refund what you paid for what you did not receive. If we cancel an order paid partly with store credit, the credit is returned to your balance.
4. Things that are not a reason for a refund
- A website blocks, slows down, challenges or detects traffic from our addresses, or suspends your account with them. We do not control other websites.
- You changed your mind, bought the wrong plan or quantity, or no longer need the product.
- You ran out of data or time faster than you expected.
- An account was suspended or closed because of a breach of our Terms or Acceptable Use Policy.
5. Your legal rights
This policy does not take away any right you have under the law that cannot be excluded. In particular, if you are a consumer in the UK:
- You generally have 14 days to cancel a contract for services made online. For digital content (such as residential data), you lose that right once the content has been supplied, if you asked us to supply it straight away and agreed to this at checkout. For a service (such as an ISP proxy period), if you asked us to start straight away and cancel within the 14 days, you pay for what you have already had and we refund the rest.
- If digital content or a service is faulty, not as described, or not provided with reasonable care and skill, you have legal remedies, including repair, replacement and in some cases a price reduction or refund.
Business customers are not covered by consumer cancellation rights; for them, delivered orders are final apart from the exceptions above.
6. Chargebacks
Please contact us before you dispute a payment with your bank; we resolve genuine problems quickly. A chargeback against something we delivered may lead us to pause your proxies and suspend your account while it is investigated, cancel linked referral points, and take back unused data. If a dispute is lost or abusive we may close the account and refuse future orders. See the Terms.
7. How to ask
Email [email protected] with your order number (it starts with PRISM-), the email you used, and what went wrong. We aim to reply within 24 hours. Approved refunds go back to the original payment method, usually appearing within 5 to 10 working days depending on your bank.
8. Before you buy
Not sure which plan fits? Ask first, in our Discord community or at [email protected]. We would much rather answer a question than handle a dispute.