Refund Policy
Our Quality Commitment
At RoxyProxy, we are confident in the superior quality of our 4G proxies. To allow you to test risk-free, we offer a transparent and fair refund policy.
Free Trial
1 Hour
Test for free before paying
Pro-Rata Refund
Guaranteed
Based on time remaining
Guaranteed Uptime
99.5%
Compensation if outage > 12h
1. Free Trial - 1 Hour
Before any purchase, enjoy a free 60-minute trial access to evaluate the quality of our proxy lines under real conditions.
Eligibility Conditions
- Limited to 1 trial per Telegram user (verified by unique ID)
- No payment information required
- Full access to features: IP rotation, SOCKS5/HTTP, OS spoofing
- Unlimited bandwidth during trial
How to Get Started?
1. Contact our Telegram bot: @RoxyProxyShopBot
2. Request the free trial (/trial command)
3. Receive your credentials instantly
4. Enjoy 60 minutes to test speed, stability, and compatibility
Note: The trial expires automatically after 60 minutes. No extension or second trial is granted. To continue, subscribe to a paid plan.
2. Guaranteed Pro-Rata Refund
If the service does not meet your expectations after purchase, request a proportional refund calculated based on the remaining time on your plan at the time of your request.
Eligible Plans
24 Hours Pass
9 USD
✓ Eligible
7 Days Pass
39 USD
✓ Eligible
30 Days Pass
120 USD
✓ Eligible
Pro-Rata Refund Calculation
Refund = (Remaining time / Total plan duration) × Price paid
Example: Request after 2 days on 7-day plan at 39 USD
→ Remaining time: 5 days (120 hours)
→ (120h / 168h) × 39 USD = 27.86 USD refunded
Request Procedure
- Deadline: Submit your request at any time during the active period of your plan
- Contact: Send a message via Telegram @RoxyProxyShopBot with "Refund Request" mention
-
Required Information:
- Order ID (provided at activation)
- Reason for refund (optional, for continuous improvement)
- Processing: Validation within 12 business hours, refund within 3-5 business days
- Method: Refund to original payment method (crypto, PayPal, Stripe)
- Immediate Effect: Your proxy access is revoked upon request validation
💡 Important:
- Refund is calculated in full hours (rounded down)
- Transaction fees (PayPal, Stripe, blockchain) are deducted from refund amount
- Minimum refund: 5 USD (below: RoxyProxy credit only)
- Limit of 1 refund per user per month applies to prevent abuse
3. Uptime Compensation (Outage > 12 Hours)
We guarantee 99.5% uptime on a monthly basis. In case of infrastructure outage exceeding 12 consecutive hours, you receive automatic compensation.
Compensation Calculation
Compensation = (Outage duration in hours / Plan duration in hours) × Price paid
Example: 24h outage on 7-day plan (168h) at 39 USD
→ (24 / 168) × 39 USD = 5.57 USD credit
Terms
- Automatic Trigger: Our monitoring system detects outages. No action required on your part if > 12h.
- Compensation Form: Credit usable on next order (valid 90 days) OR partial refund (your choice)
- Notification: You are informed via Telegram about the outage, then about the granted compensation
- Exclusions: Planned maintenance announced 48h in advance, mobile carrier outages (out of our control), force majeure
✓ Track Record: 99.8% actual uptime in 2025, no outage > 6h since launch.
4. Refunds for Technical Issues
Outside the 24H guarantee, exceptional refunds may be granted for proven technical failures:
Persistent Connection Failure
If after technical support intervention (< 24h), the line remains inaccessible despite correct configuration on your end, full refund granted.
Abnormally Low Speed (< 1 Mbps constant)
Actual speed below 1 Mbps for 48h (excluding temporary carrier network saturation): partial refund or modem line replacement.
IP Rotation Failure
Rotation API not functional despite troubleshooting: compensation proportional to unavailability duration.
📝 Procedure:
Open a support ticket via Telegram with screenshots/logs demonstrating the problem. Our technical team will analyze within 12h and propose a solution or refund.
5. Refund Denial Cases
No refund will be granted in the following situations:
- Expired Plan: No refund possible after natural plan expiration.
- Monthly Limit Exceeded: More than 1 refund request in the same calendar month.
- Amount Below 5 USD: Refunds < 5 USD automatically converted to RoxyProxy credit (90 days validity).
- Client Misconfiguration: Issues related to your proxy settings, DNS leaks, blocking antivirus, interfering concurrent VPN.
- Third-Party Platform Blocking: Instagram/Facebook/Google blocking your account despite proxy (behavioral detection, not IP-related).
- ToS Violation: Suspension for prohibited activities (fraud, spam, DDoS) = loss of plan without refund.
- Manifest Abuse: Users creating multiple accounts to benefit from free trials/refunds.
6. Refund Timelines and Methods
⏱️ Processing Times
- Validation: 12-24h business hours
- Crypto Refund: 24-48h (blockchain confirmations)
- PayPal Refund: 3-5 business days
- Stripe Refund: 5-10 business days
💳 Refund Methods
- Same Payment Method: Refund to original source
- Crypto: BTC/USDT/ETH to provided address
- RoxyProxy Credit: Instant, valid 90 days
Note on Fees: RoxyProxy absorbs initial transaction fees (Stripe, PayPal). For refunds, minimal fees may apply depending on the provider (e.g., $0.30 fixed PayPal fee).
7. Support and Assistance
Before requesting a refund, our technical support is available 7 days a week to resolve any issues you may encounter.
📞 Contact Support
Telegram (24/7): @RoxyProxyShopBot Support option
Average Response Time: < 2 hours (priority for technical issues)
Included Assistance: Proxy configuration, IP rotation troubleshooting, OS spoofing optimization
8. EU Right of Withdrawal
For consumers in the European Union, a 14-day right of withdrawal applies in accordance with Directive 2011/83/EU. However, by subscribing to RoxyProxy, you expressly agree to immediate service execution (activation < 2 minutes), which results in the waiver of this right of withdrawal (Art. L221-28 of the French Consumer Code).
Alternative:
Our Pro-Rata Refund Policy offers superior protection (proportional refund at any time vs. standard 14 days without pro-rata).
Frequently Asked Questions
Can I get a partial refund if I don't use the entire plan?
Yes. With our pro-rata refund system, you are refunded proportionally to the remaining time on your plan, regardless of the reason for your request.
How many times can I request a refund?
You can request a refund once per month maximum to prevent abuse. Uptime compensations do not count toward this limit.
Is the refund really guaranteed regardless of the reason?
Yes, as long as your plan is active and you comply with the ToS. Only suspensions for violations (spam, DDoS, fraud) result in refund denial.
Can I cancel my order before activation?
Activation is instant (< 2 minutes after payment). Contact support immediately if you wish to cancel, but no guarantee of cancellation before activation.