Refunds: getting unused money back

Short version: ask within 7 days of a top-up and the unused part of it can be refunded. You pick where it goes: back to your account balance, which is quick, or back to your original payment method, which takes longer. You don't need a reason, and spending some of the top-up doesn't void the rest.

Your two options

• To your account balance. Quick. The money is ready to spend on your next order.
• To your original payment method. Takes longer.

Tell us which one you want when you ask.

How to ask

1. Email support@proxymonkey.io.
2. Say which top-up you want back, for example by its date and amount.
3. Say whether you want it on your balance or back on your original payment method.

A person handles every refund request. There's no form, no retention call and no cancellation maze.

What isn't refunded

• Traffic you've already used.
• Top-ups older than 7 days. Your balance never expires, so that money is still yours to spend. It just stops being refundable.

When the 7-day window doesn't apply

• We close your account, for any reason including an acceptable use breach: the whole unused balance is refunded, however old the top-up.
• You leave over a change to the terms: same deal, the whole unused balance.
• We end an ISP or datacenter rental early for our own reasons: the part of the term that hadn't run yet is refunded pro rata.

The one exception in all three cases is a balance that was paid for fraudulently.

Meter wrong instead? That's a different fix, and it has no time limit: see Think the meter overcharged you?.

Chargebacks

Please ask us before you open a chargeback. A refund takes one email.