What comes back to your wallet, what does not, and how to ask.

The short version#

• Wallet balance you have not spent: refundable on request, at any time, to the wallet it came from.
• Residential or mobile traffic bundles: refundable within 14 days of purchase if no more than 10 % has been used.
• ISP and datacenter addresses, mobile devices: fully refundable if not delivered within 24 hours; replaced if unreachable for more than 24 hours; otherwise not refundable once delivered.
• Payouts are made in the same cryptocurrency, to the address the top-up came from, minus the network fee, within five business days.

Unspent wallet balance#

Bonus credit granted on a top-up is usable like any balance but is never refunded: a refund of unspent balance returns at most the amount you actually paid, and the bonus attached to a refunded top-up is deducted first.

Balance that has not been spent on traffic or terms can be refunded on request at any time. The US-dollar amount is converted into the cryptocurrency of your original top-up at the exchange rate observed when the payout is sent, and the network fee of the payout is deducted. Payouts are sent to the address your top-up came from; a different address is accepted only after you confirm the request from your account email. We process payouts within five business days of confirming the request.

Traffic bundles#

A residential or mobile traffic purchase can be returned within 14 days of the purchase if no more than 10 % of it has been used. The used share is deducted at the per-GB rate of the bundle and the remainder is credited back to your wallet balance, from where it can be spent or paid out under the previous section. After 14 days, or above 10 % of use, the traffic stays on your account; it never expires, so it keeps its full value for later work, but it is no longer refundable except under the "Changes to the Service" section below.

Dedicated addresses and devices#

• The 24-hour term offered on ISP addresses and mobile devices exists so that you can test a location before committing. It is not refundable once delivered.
• If an order is not delivered within 24 hours, you may cancel it for a full refund to your wallet balance.
• An address or device that stays unreachable for more than 24 hours is replaced for the remainder of the term at no charge. If no replacement in the same country can be provided within 72 hours, the remaining part of the term is refunded pro rata.
• Rate limits, blocks, challenges or account actions imposed by a specific destination are not a fault of the address and do not give rise to a refund or replacement. Test with the 24-hour term when a destination is known to be strict.
• Once delivered and reachable, 30, 60 and 90-day terms are not refundable. A renewal can be cancelled for a full refund until the renewed term starts.

Changes to the Service#

If we withdraw or materially reduce a feature, a network or a location that you have paid for, we tell you at least 14 days ahead and you may request a refund of the affected unused traffic or of the remaining part of the affected term, regardless of the time limits above.

Closing your account, or being closed#

• If you close your account, unused balance is refunded under the first section. Running terms continue until their end unless you ask for them to be released; released terms are not refunded.
• If we terminate your account for a reason other than a breach of the Terms, unused balance and the remaining part of running terms are refunded in full.
• If we terminate your account for a breach of the Acceptable use policy or the Terms, the unused balance may be withheld to cover the costs and damages caused by the breach, and any remainder is returned.

What is never refunded#

• Traffic that has been consumed, and terms that have been delivered and were reachable.
• Network fees paid for your top-up or for the payout.
• Differences due to exchange-rate movements between the top-up and the payout.
• Credit granted as a courtesy or a promotion, which has no cash value.

How to request a refund#

1. Send a message through a Billing ticket opened from your account, choosing the Billing topic, from the email address of your account.
2. Give the reference of the top-up or order concerned, the amount you are asking for and, if different from the original, the payout address. We confirm the request by email before paying out.
3. We answer within five business days with the outcome and, for accepted requests, the transaction hash of the payout.

Cryptocurrency specifics#

• Cryptocurrency transactions cannot be reversed. A refund is always a new transaction from us to you, which is why payouts carry a network fee.
• Payouts are made in the cryptocurrency of the original top-up. If that cryptocurrency is no longer supported at the time of the payout, we agree an alternative with you.
• A payout smaller than its own network fee cannot be made; the amount stays on your balance.

Your statutory rights#

This policy adds to, and does not reduce, the rights that mandatory consumer law grants you. If you are a consumer with a statutory right of withdrawal, it applies in addition to this policy to the extent that the service has not yet been performed at your request. Complaints follow the procedure described in the Terms of service.