In short: we work to keep everything running and fix problems quickly, but we do not guarantee uptime, speed, or that any particular website will accept our addresses, and we do not pay compensation for downtime. This page explains what we do commit to.
1. What we do commit to
- To provide the Service with reasonable care and skill.
- To deliver paid orders as described. If we cannot deliver, our Refund Policy applies.
- For ISP and datacenter proxies: the addresses you buy are assigned to you for the period you paid for, and we will work to keep them reachable. If one stops working because of a fault on our side, we will repair or replace it.
- To tell you in your dashboard, by email or in our Discord about planned maintenance and significant problems where we can.
2. What we do not promise
- Uninterrupted service. The Service depends on networks, hardware and services we do not control. There will be interruptions.
- A particular result. We cannot promise speed, success rates, a specific address, subnet or city, or that a particular website will accept, or keep accepting, traffic from our addresses. How a website treats our addresses is its decision. An address that a website has blocked because of how it was used still counts as working.
- Residential individual addresses. Residential proxies use a large pool of addresses. Individual addresses come and go, change and are replaced as a normal part of how the pool works, and are not an outage.
3. Planned maintenance
We sometimes need to carry out maintenance. Where we can, we give notice in advance, and we try to schedule it at quiet times. Maintenance is not counted as a failure to meet this page.
4. Support
| Way to reach us | What we aim for |
|---|---|
| Discord community | Open any time, every day; we aim to reply within 24 hours |
| Email: [email protected] | Open any time, every day; we aim to reply within 24 hours |
| Abuse reports and legal requests | Acknowledged within 2 working days (see Trust & Safety) |
You can contact us at any time, seven days a week. These are targets, not guarantees, so we cannot promise a response time.
5. Compensation
We do not offer automatic service credits or compensation for downtime. This does not affect your legal rights.
6. Things outside our control
We are not responsible for problems caused by your own network, devices or software, by third-party websites, by running out of data or time on your account, by suspension for breaking our rules, or by events outside our reasonable control, such as failures of internet or power infrastructure.