Terms of Service

1. About these terms

These terms are an agreement between you and Prism Proxies ("we", "us", "our"). They cover the website, your dashboard, and the proxy products and other services you buy through it (together, "the Service").

By creating an account, buying something or using the Service you agree to these terms. You also agree to our Privacy Policy, Refund Policy, Acceptable Use Policy and Service Levels, which are part of this agreement. If you accept for a company or other organisation, you confirm you have authority to bind it.

You must be at least 18, able to enter a binding contract, and not be in a country, or on a list of people or organisations, that is subject to sanctions that would make it unlawful for us to deal with you.

If you do not agree to these terms, do not use the Service.

2. What we provide

We sell access to proxy servers and the tools to manage them. A proxy passes your internet traffic through another network address. The Service is a neutral technical tool: it carries traffic according to your own settings and instructions.

The features of each plan are described where you buy it. We may improve or change plans, locations and features, and may withdraw a plan, giving reasonable notice where we can. A change never takes away data or time you have already paid for.

We are not a publisher, a content intermediary or a common carrier of the traffic that passes through the Service. We do not review it. We do not provide legal, regulatory or compliance advice, and it is for you to decide whether your intended use is lawful and suitable.

3. Your account

• Signing in. You sign in with your Discord account. We receive your Discord ID, username and avatar, and the email address you give us for receipts and notices. Keep your Discord account secure; anything done through your account counts as done by you.
• One account each. Do not create several accounts to get around limits, discount codes or the referral rules. Do not share, sell, rent or lend your account or your proxy login, unless we have agreed this in writing.
• Accurate details. Give accurate information and keep it up to date. Tell us straight away at [email protected] if you think someone else has used your account.
• Your proxy login. Your proxy username and password are yours alone. You can reset the password from your settings, which stops every list you generated before.
• Verification. To protect against fraud we may ask you to confirm your identity or your payment method. If you do not complete a reasonable request, we may pause an order, suspend the account or close it.

4. Orders, prices and payment

• Prices are in pounds sterling (GBP) and are shown before you pay.
• Payment is taken by our payment provider, Stripe. We never see or store your full card number. By paying you confirm you are allowed to use that payment method.
• Order confirmation. An order is accepted when payment is confirmed. We then send a confirmation and an invoice number, and your order appears in your dashboard.
• Delivery. ISP and datacenter proxies are normally delivered within moments of payment. Residential data is added to your account at once, though a brand-new proxy login can need about a minute before it works.
• Prices can change. A price change applies to future orders, not to an order you have already placed. If we make a pricing mistake we may correct it and, if you have already paid more or less than the correct price, put it right with you.
• Taxes. You are responsible for any taxes that apply to your purchase.

5. Residential data

• Residential data is bought in GB and is valid for 365 days from the date of purchase. Unused data when that period ends expires and cannot be recovered or refunded.
• Each purchase belongs to the plan you bought it on (for example Prism V1 or Prism V2). Data bought on one plan cannot be moved to another plan or to another person.
• Usage is measured by our systems. It counts traffic in both directions, including the small overhead of each connection. The figure in your dashboard is the one we use. Figures can lag by a short time and are rounded.
• The options a plan includes (for example the countries, cities, internet providers, device types and maximum session length you can choose) are set by the plan. Choosing narrow targeting reduces the addresses available.
• When your data runs out your proxies stop working until you buy more.

6. ISP and datacenter proxies

• Each order covers a set number of dedicated addresses for 30 days. The addresses are licensed to you for that period. They are not sold or transferred to you.
• We do not promise a particular address, subnet, city or reputation beyond what you bought, or that a given website will accept the addresses. How other websites treat our addresses is up to them.
• When a plan ends, the addresses are taken back and the proxy list stops working.

7. Auto-renewal, failed payments and extending a plan

• Auto-renew (ISP and datacenter). You can switch auto-renew on for an order. We then charge your saved card shortly before the order ends, at the list price the order was bought at, and add 30 days. Discount codes do not repeat on renewals. We email a reminder a few days before. You can switch auto-renew off at any time from your dashboard; this stops future renewals but does not refund the period you have already paid for.
• If a renewal fails. We try again about once a day, up to four attempts in total, and tell you each time. If every attempt fails, auto-renew is switched off and the order ends on its normal date.
• Extend plan. Instead of waiting for a renewal you can pay to extend a running ISP or datacenter order by another 30 days at the same list price. The new end date is shown before you pay. A plan can be extended until it would end more than 120 days in the future.
• Authorisation. By switching on auto-renew and saving a card you authorise us and Stripe to charge that card for each renewal until you switch it off.

8. Auto top-up (residential data)

• It is your choice. Auto top-up is off unless you switch it on, plan by plan, under Settings, Auto Renewal. You choose when it should top up (the amount of data left) and how much to add each time, from the lists shown.
• What we charge. When the data left on that plan falls below the amount you chose, we charge your saved card the plan's list price at that time for the pack you chose, and add the data to that plan. It can happen again whenever your data falls below that amount, and there is no monthly limit, so heavy use can mean several top-ups in a month. You can switch it off at any time.
• Authorisation. By switching auto top-up on you authorise us and Stripe to charge your saved card for each top-up until you switch it off.
• If a payment fails. We try again about once a day, up to four attempts in total, and tell you each time. If every attempt fails, auto top-up is switched off for that plan.
• The data you get. Topped-up data is ordinary data for that plan, valid for 365 days from the top-up. A top-up appears under your orders with its own invoice. Top-ups do not earn referral points.
• Refunds. A top-up is not refundable once the data has been added, in the same way as any other data purchase. Switching auto top-up off stops future top-ups but does not refund earlier ones.

9. Store credit

• Store credit is a balance on your account in pounds. You can get it from redeeming referral points or from an adjustment we make, and you can spend it at checkout.
• It has no cash value, cannot be withdrawn, paid out, sold or transferred, and does not earn referral points when you spend it.
• If we cancel an order that was paid partly with store credit, we return the credit to your balance.
• If we close your account for breaking these terms, any store credit on it may be lost.

10. Referral programme

• You can share your referral link. A person counts as your referral only if they create a brand-new account by following your link, and only once. You cannot refer yourself, someone in your household or a business you control, or open accounts to claim rewards.
• When someone you referred pays for an order with money, you earn points: one point for every £1 they spend on their own purchases. Automatic renewals and amounts paid with store credit do not earn points.
• Points are held for 48 hours after each purchase before you can use them. If the purchase is reversed, refunded or disputed in that time, the points are cancelled.
• Points can be redeemed for store credit in the amounts shown on your Affiliates page. Each redemption is checked by us before it is approved, and we can refuse or reverse one where we reasonably suspect abuse.
• We can change or end the programme at any time. Points that have already been awarded and are spendable will be honoured, unless they were earned unfairly.

11. Discount codes

Discount codes are a courtesy, not a right. Each code works only as its terms say (for example a minimum order, an end date or a number of uses), and we can withdraw, change or refuse a code at any time. Using a code more often than it allows, or using several accounts, names, email addresses or payment methods to do so, is abuse. We may cancel the order, remove what was obtained, charge the difference to the normal price, and refuse future codes.

12. Refunds, cancellation and your statutory rights

Orders are generally not refundable, as set out in our Refund Policy. This does not affect any right you have under the law that we cannot exclude. If you are a consumer in the UK, you may have a right to cancel within 14 days of buying a service, but that right is lost for digital content once it has been supplied, and for a service that has been fully performed, if you asked us to start straight away and accepted this at checkout. The Refund Policy explains this in full and how to ask.

13. Chargebacks and payment disputes

If you think a charge is wrong, contact us first at [email protected]; we will look into it quickly. If you instead dispute a payment with your bank for something we delivered, we may immediately pause your proxy accounts and suspend your account while we respond to the dispute, cancel any referral points linked to the order, and take back unused data. If the dispute is lost or abusive we may close your account, keep any remaining balance to cover our costs, and refuse future orders.

14. Acceptable use

You must use the Service lawfully and follow our Acceptable Use Policy. In summary: no fraud or other crime, no attacks, spam or malware, no illegal material, no breaking the law on automated buying (including ticket laws), and no reselling or sharing your access. You are responsible for everything done with your proxies, and for any rules of the websites you visit.

15. Network rules and third-party sites

• The network the Service runs on has rules about what it may be used for, and they affect the Service. You agree not to use the Service in a way that would put us in breach of those rules, and we may apply them to you.
• Some traffic is blocked on the network as a matter of course, such as outgoing email on the standard mail ports.
• We do not control how other websites, platforms or services treat traffic from our addresses. They may block, filter, slow down, challenge or detect it, and may suspend your accounts with them. None of that is a fault in the Service or a reason for a refund or credit.

16. Service availability and support

We aim to keep the Service running but do not promise it will be uninterrupted or error-free. Our Service Levels page sets out what we do commit to. Support is through our Discord community and by email at [email protected].

17. Suspension and ending the agreement

• You can stop using the Service at any time and can ask us to close your account. Unused data and time are not refunded except as the Refund Policy and the law provide.
• We can suspend or close your account, pause deliveries, or switch off proxies, immediately and without notice where we reasonably suspect fraud, abuse, a security or legal risk, a breach of these terms, or a payment dispute, or where the law or an authority requires it. A suspension or ban stops your proxies and any open orders on the account.
• If we close your account for a serious or repeated breach, the remaining balance (data, time and store credit) may be forfeited. If we close it for any other reason and you did nothing wrong, we will agree a fair refund for what you paid for and did not use.
• Sections that by their nature should survive ending this agreement, such as those on payment, acceptable use, liability and disputes, continue to apply.

18. Intellectual property

The Prism Proxies name and logo, the website, dashboard and software, and everything we provide with the Service belong to us or our licensors. We give you a limited, personal, non-transferable licence to use the Service as these terms allow. If you send us feedback we may use it freely without paying you.

19. Your data

Our Privacy Policy explains what personal information we collect and how we use it. We do not record the websites you reach through your proxies. For how we handle legal requests, see Trust & Safety.

20. Warranties

We provide the Service with reasonable care and skill. Except for that, and anything the law says we cannot exclude, the Service is provided "as is" and "as available". We do not promise that it will meet your particular needs, that it will always be available, or that any particular website will work with it. If you are a consumer, nothing here takes away your legal rights, including the right to have services provided with reasonable care and skill.

21. Our liability

• Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else the law does not allow us to limit or exclude.
• If you use the Service for business: we are not liable for lost profits, revenue, goodwill, savings or data, business interruption, or any indirect or consequential loss; and our total liability to you for everything arising in any 12-month period is limited to what you paid us in that period.
• If you are a consumer: we are responsible for loss that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We are not responsible for loss that was not foreseeable, or for business losses.
• We are not responsible for what you do with the Service or for how third parties react to it.

22. Your responsibility to us

To the extent the law allows, you agree to cover the losses, claims and reasonable costs we suffer, including claims by third parties, that result from your breach of these terms or of the law, or from the activity of anyone using your account. This does not apply to loss we caused ourselves.

23. Changes to the service and to these terms

We may update these terms, for example when the law or the Service changes. The "last updated" date shows the current version. For material changes we will tell you by email or in your dashboard before they take effect. If you do not accept a change, you can stop using the Service and ask to close your account before it takes effect; carrying on using it afterwards means you accept it.

24. Law and disputes

These terms, and any dispute about them or the Service, are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. If you are a consumer, this does not take away the protection of the mandatory laws of the country where you live, or your right to bring a claim in the courts there. We would always rather resolve a problem directly: please write to us first.

25. General

If part of these terms cannot be enforced, the rest stays in force. If we do not enforce a right straight away, we have not given it up. You may not transfer your rights under these terms without our consent; we may transfer ours as part of a sale or reorganisation of our business. We are not in breach if we are prevented from performing by events outside our reasonable control, for as long as they last. These terms and the documents they refer to are the whole agreement between us about the Service.

26. Contact

Questions about these terms, and formal notices: [email protected].