ProxyNinjaProxyNinja

Refund & Cancellation Policy

Effective Date: 3/19/2026

At ProxyNinja, we strive to provide the best and most reliable proxy services. We understand that sometimes things don't go as planned. This Refund & Cancellation Policy outlines the conditions under which you may request a refund or cancel your service.

1. Eligibility for a Refund

We offer refunds under the following specific conditions:

  • Service Unavailability: If you purchase a proxy plan and the IPs are completely inaccessible for more than 24 continuous hours due to a fault on our end, you are eligible for a prorated refund for the downtime or a full refund if reported within the first 48 hours of purchase.
  • Undelivered Orders: If you successfully pay but the proxies are not automatically provisioned to your dashboard within 2 hours, and our support team cannot resolve the issue within 24 hours.
  • Non-functional Proxies: If the proxies provided are demonstrably dead/offline immediately upon delivery and cannot be replaced by our system.

2. Non-Refundable Situations

Refunds will NOT be issued under the following circumstances:

  • Change of Mind: If you simply change your mind after the proxies have been delivered and are working correctly.
  • Target Site Blocks: If the proxies are functional but blocked by a specific target website, app, or service (e.g., streaming providers, specific sneaker sites). We guarantee the proxies work, but not their success rate on specific third-party anti-bot systems.
  • Account Suspension: If your account is suspended or terminated due to a violation of our Terms of Service (e.g., using proxies for illegal activities, spamming, DDOS).
  • Slow speeds due to location: Expected latency based on geographical distance is not a valid reason for a refund.

3. Top-Up Balance (Credit Balance)

Funds added to your ProxyNinja Account Balance (Top-Up) are generally non-refundable and must be used to purchase proxy plans within the system. Exceptional cases (such as accidental duplicate charges) will be evaluated on a case-by-case basis by our billing team.

4. Cancellation Policy

Proxy plans are billed on a non-recurring basis unless explicitly stated otherwise. If you wish to cancel an active plan, you can choose not to renew it at the end of its billing cycle. We do not provide prorated refunds for canceling a plan mid-cycle if the proxies are functional.

5. How to Request a Refund

If you believe you are eligible for a refund based on the criteria above, please contact our support team within 3 days of the incident. You can submit a request via the Dashboard Ticket System or by emailing support@proxyninja.app. Please include your registered email, order ID, and a detailed explanation (with screenshots/logs if applicable) of the issue.

6. Processing Time

Approved refunds will be processed back to the original payment method within 5-10 business days, depending on your bank, payment gateway, or card issuer. For cryptocurrency payments, refunds (if approved) will be issued in the USD equivalent of the original payment, minus network transaction fees.