Refund Policy | CatProxies

Refunds are only available for the following product categories, subject to the eligibility requirements below:

1. Residential Proxies billed on a per-GB basis
2. Mobile Proxies

To qualify for a refund, all of the following conditions must be met:

1.1. Minimal Data Usage

The user must have consumed less than 50 MB of traffic across the purchased service(s).

1.2. Demonstrable Non-Functionality

The user must demonstrate, with clear and reasonable evidence, that the service was not functional or compatible with their use case. Refunds will not be granted if:

1. The service was functional as per the product description;
2. The inability to use the service stemmed from user-side configuration, website restrictions, or unsupported protocols;
3. The service was accessed using methods that violate our Terms of Service;
4. The requested proxy location or IP type is unavailable or outside the scope of our published service coverage.

1.3. Timely Request

The refund request must be submitted within 3 calendar days of the purchase date.

1.4. Duplicate Transactions

In cases where a duplicate order is accidentally submitted for the same refundable service, and the second transaction remains unused, CatProxies may issue a refund for the additional payment. This applies exclusively to Residential Proxies, Mobile Proxies, and IPv6 Proxies billed per GB. Unlimited IPv6 plans are excluded from duplicate refund eligibility.

1.5. Switching Between Residential and Mobile Products

Instead of a refund, a Residential or Mobile plan can be switched to another Residential or Mobile product (for example from Standard Residential to Premium Residential, or from Residential to Mobile). To request a switch, contact support with the email registered on your account and the order ID. The unused part of the plan is moved to the new product, and we confirm the amount with you before making the change.

Switching is only available between Residential and Mobile products. Datacenter, IPv6 and ISP Proxies (Custom ISP and Premium ISP) cannot be switched to another product, and no other product can be switched into them.

The following categories are strictly non-refundable and are excluded from any credit or reimbursement process, except where Section 2.5 states otherwise:

1. Datacenter Proxies
2. IPv6 Proxies
3. ISP Proxies (Custom ISP and Premium ISP, also called Dedicated ISP)

These services are either provided as-is, offered under discounted bulk pricing, or structurally non-metered, and thus fall outside the scope of our refund guarantees.

2.1. Immediate Commencement of Non-Refundable Services

By purchasing any of the non-refundable services listed in Section 2 (Datacenter Proxies, IPv6 Proxies, ISP Proxies), you acknowledge and agree that:

1. The service will be provisioned immediately upon purchase confirmation;
2. Delivery constitutes the start of usage, regardless of whether the service has been actively used;
3. You explicitly waive any right of withdrawal under applicable consumer protection laws, including Article 16 of Directive 2011/83/EU, due to the nature of digital services being delivered in full.

2.2. One-Time Purchase Disclosure

All proxy services provided by CatProxies are sold as individual, one-time purchases. We do not enroll users in automatic billing, recurring subscriptions, or auto-renewals. Each order must be initiated manually by the customer.

2.3. Deposits and Account Balances

In addition to being non-refundable, any deposited funds or account balances are non-withdrawable. Customers acknowledge that such balances are exclusively for service purchases within CatProxies and cannot be transferred, withdrawn, or converted back into money or third-party credits.

2.4. No Replacements for Restricted Proxies

ISP Proxies, Datacenter Proxies and Unlimited IPv6 Plans are provided strictly on an "as-is" basis. Once assigned or delivered, these services will not be replaced or refunded if they become blocked, restricted, or otherwise unusable as a result of the customer's activity.

2.5. ISP Proxies: What We Guarantee

ISP Proxies are not refundable once delivered. The guarantees below are the only ones we make for ISP Proxies, and the remedy for each one is the one stated next to it. Anything not listed here is not guaranteed.

Custom ISP:

1. Clean Score IPs: every IP is checked right before delivery and has a fraud score of 0 on IPQS at the moment it is delivered.
2. Location: the country and city chosen at checkout, as shown by the ipinfo.io database.
3. IP2Location "ISP" check (optional, chosen at checkout): with this option on, an IP is delivered only if it is marked as "ISP" in the IP2Location database at the moment of delivery. If no matching IP is found, the order is refunded to your account balance automatically.
4. Failed delivery: if a paid order cannot be delivered, it is refunded to your account balance.
5. Carrier removal: if the ISP carrier removes an IP, we replace it for free.
6. IP replacements bought with a plan can be used on that plan only. They are not refundable and cannot be moved to another plan.

Premium ISP (Dedicated ISP):

1. Location: as shown by the ipinfo.io database.
2. Guaranteed sites: each plan is tuned for the sites named in its product description ("guaranteed sites"). If an IP is blocked on one of those sites, tell us within the first 24 hours after delivery and we replace it.
3. IPQS-filtered plans: if an IP shows a high fraud score on IPQS, tell us within the first 24 hours after delivery and we replace it.
4. The remedy for both is a replacement IP, not a refund.
5. IPs that do not work on survey sites are not replaced.
6. On plans made for Pokémon Center, the IPs are blocked on Pokémon Center outside drop hours by design, to protect the subnet. This is not a fault and is not a reason for a replacement.

2.6. ISP Proxies: What We Do Not Guarantee

For all ISP Proxies, we do not guarantee, and do not replace or refund an IP because of, any of the following:

1. That every IP database agrees on the location. We go only by ipinfo.io. A different city or country in another database or on another website is not a reason for a replacement or refund.
2. That an IP is marked as "ISP" or "residential" in any database or on any website. The only exception is the optional IP2Location check on Custom ISP described in Section 2.5, and it applies only to IP2Location, at the moment of delivery.
3. That every database or website shows the same IP type. Some databases and websites decide the IP type only from the company that owns the IP block, without looking at the carrier the IP runs on or its history, so they can show an ISP IP as "datacenter", "hosting" or "business". The owner of the IP block and the ISP carrier are not always the same company, and we do not guarantee that they are.
4. That an IP will not be detected as a proxy, VPN or hosting IP on every website or by every detection service. The only sites we make promises for are the ones named in the product description, and only as described there.
5. That a fraud or risk score stays the same after delivery. Scores change over time and with how the IP is used. Checking an IP on IPQS or any other score website through the proxy itself raises its score.
6. Results on websites outside the product description, including survey, payment, dating and social sites not named there.

In the event of service interruptions or technical failures affecting either eligible or non-eligible proxy services, CatProxies may, at its discretion, offer compensation under the following conditions:

3.1. Compensation for Initial Downtime

If the technical issue occurred within the first 48 hours from purchase and persisted for more than 48 consecutive hours, users may be eligible for either:

1. A discount voucher applicable to future purchases;
2. An account credit equivalent to the unused value;
3. Or, in exceptional cases, a full refund, where the above remedies are insufficient.

3.2. Partial Credit for Subsequent Downtime

For interruptions arising after the initial 48-hour period, we may issue a pro-rated credit or service extension, based on the remaining term or unused data volume.

3.3. No Automatic Cash Refunds

Cash refunds are not automatically issued for technical problems unless required by law or if alternative compensation proves inadequate. We prioritize account credits or equivalent discounts as the primary remedy.

3.4. Verification Requirement

We reserve the right to validate any service disruption claims using internal logs, uptime metrics, and diagnostics.

3.5. Scheduled Maintenance

Periods of planned or announced system maintenance are not considered service downtime and do not qualify as a basis for compensation or refunds.

4.1. Trial-to-Paid Conversions

No refunds will be issued for purchases made following a free or discounted trial period. Users are expected to evaluate service compatibility during the trial phase.

If a promotional or trial period is provided, access will automatically end once the trial expires unless a paid order is placed.

4.2. Account Misuse or Abuse

No refunds shall be provided where account activity indicates:

1. Violation of our Acceptable Use Policy;
2. Fraudulent behavior or chargeback abuse;
3. Attempts to mask, reroute, or modify proxy access mechanisms contrary to our intended service design.

4.3. Cryptocurrency Payments

Refunds for payments made in cryptocurrency are not supported, except where mandated by law. This is due to the irreversible and volatile nature of crypto transactions.

4.4. Service Performance Within Specification

Refunds will not be granted where the proxy service operates within the advertised technical and functional parameters, including expected latency, location coverage, IP rotation logic, and general availability. Dissatisfaction based on subjective expectations does not qualify for a refund when the product meets its stated description.

Proxy functionality is guaranteed only for the specific purposes disclosed by the customer at the time of purchase and, for ISP Proxies, only for the sites and guarantees listed in Section 2.5. If the service performs correctly for the stated purpose, refunds will not be issued on the basis that the proxy does not operate with other platforms, applications, or use cases.

4.5. Expired or Unused Services

Refunds are not available for expired proxy plans or services that have surpassed their validity period, regardless of whether they were fully utilized. It is the customer's responsibility to monitor expiration dates and usage windows.

4.6. Repetitive Refund Requests

Customers who attempt to repeatedly request refunds, including through alternate justifications or support channels, may be denied further eligibility for reimbursement. We reserve the right to limit refund issuance to prevent misuse or circumvention of this Policy.

4.7. Account Circumvention and Duplicate Registrations

Refunds will not be provided to users who engage in account duplication or register multiple identities with the intent to bypass refund eligibility criteria, service usage limitations, or abuse safeguards.

4.8. Inaccurate or Incomplete Account Information

Refunds will not be granted if an account was registered using false, incomplete, or inconsistent details, including but not limited to identity information, billing data, or contact details.

4.9. Minimum Transaction Amount

Refunds are not available for transactions below the value of 5 USD (or equivalent in other currencies). Such small-value purchases are considered final.

4.10. Third-Party Software Compatibility

CatProxies is not responsible for ensuring compatibility of its proxy services with customer-side applications, third-party tools, or proprietary software. Refunds will not be issued where service limitations arise from external software or integration issues outside CatProxies' direct control.

To request a refund, users must:

1. Contact us at [email protected] within the defined eligibility window;
2. Include account identification (email, order ID, payment method);
3. Provide supporting evidence (e.g., logs, screenshots, error reports);
4. Confirm that usage remains below 50 MB, where applicable.

The same details (email and order ID) are needed for a product switch (Section 1.5) or an ISP replacement (Section 2.5).

We may request additional documentation or conduct internal checks before a decision is made.

Any billing-related claims or disputes regarding fees must be submitted within 90 calendar days of the original charge. Claims raised after this period will not be reviewed.

For quality assurance, fraud prevention, and security purposes, CatProxies may record or retain customer support interactions, including written correspondence or live chat communications. By contacting our support team, you consent to such monitoring.

6.1. Processing Timeline

Approved refunds will be processed within 7 business days of confirmation.

6.2. Refund Method

Refunds will be issued only to the original payment method, where supported by the provider (e.g., Stripe). For legal and anti-fraud reasons, we do not issue refunds to alternate accounts or wallets. Automatic refunds for ISP orders that could not be delivered (Section 2.5) are made to the account balance.

6.3. Checkout Confirmation

During the checkout process, users are presented with this Refund Policy and must confirm their agreement before completing any payment. By proceeding with a purchase, the customer acknowledges and accepts all the conditions stated herein.

6.4. Taxes

All service fees are listed without applicable taxes. Customers are solely responsible for paying any VAT, sales tax, or other mandatory charges under their local regulations.

6.5. Payment Authorization

By completing a payment, the customer confirms that they are authorized to use the selected payment method and are responsible for ensuring that their payment details remain accurate and up-to-date.

6.6. Fee Calculation and Confirmation

All service fees, usage periods, and applicable payment terms are clearly presented during the checkout process. By finalizing a purchase, the customer confirms their acceptance of these terms as displayed at the time of payment.

6.7. Processing Costs

All approved refunds are issued net of any applicable transaction fees, processing charges, or intermediary costs. Customers acknowledge that such fees are non-recoverable and will be deducted from the refund amount.

Nothing in this Policy shall prejudice your statutory rights under applicable consumer protection laws, including Directive 2011/83/EU for EU residents or the California Consumer Privacy Act (CCPA).

CatProxies does not guarantee advance notice of changes, and it is the customer's responsibility to review service terms and pricing before purchase.

CatProxies may adjust its service pricing, promotional offers, or discount structures at any time. Such changes take effect once published on our website or customer dashboard and apply to all future purchases.

We reserve the right to update this Refund Policy at any time. Any amendments will be effective upon publication, and the latest version will always be available at https://catproxies.com/refund-policy.

The official and most up-to-date details regarding our services, including pricing and feature descriptions, are always available on https://catproxies.com and within the account dashboard. Customers must rely only on these sources for current information before completing an order.

This Policy shall be interpreted and enforced in accordance with the laws of Romania and, where applicable, the relevant regulations of the European Union. Any legal disputes arising under this Policy shall be subject to the jurisdiction of the competent Romanian courts, unless otherwise required by EU consumer protection law.