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Effective Date: August 12, 2025
Welcome to NovProxy. We are committed to providing every customer with high-speed, clean residential proxy IP services worldwide. Before using our services, please carefully read the following refund policy. Dispute Resolution Process Any disputes arising from the use of NovProxy services will be handled according to the following process: If you have any questions or disputes regarding our services, please contact the NovProxy Customer Support team via email at [email protected]. Our support team is available 24/7 to assist you with inquiries about refunds, cancellations, and related issues.
The services provided by NovProxy are primarily intangible and irrevocable global proxy services. Therefore, after order confirmation and service delivery, we generally do not provide direct refunds. However, considering unforeseen issues that may arise during service usage, we offer proxy remediation measures.
Due to the inherent uncertainty of proxy IPs, we provide compensation for IPs that cannot be used properly. For example, if you receive proxy IPs that are unusable or of substandard quality, upon receiving your feedback, we will refund the corresponding balance to your account at no cost. Fees are only charged for IPs that are fully functional.
We may process refund requests to your original payment account for other special reasons. However, please note that payment platforms charge us transaction fees, so the refund amount will be the net value after deducting such fees from the actual amount you paid. The specific rates are as follows:
Refund to NovProxy Account Balance: No handling fees. The refund will be credited instantly and can be used to purchase any other packages on the platform, making it the most convenient and cost-free method.
Alipay Original Route Refund: A 3% handling fee of the order amount will be deducted (minimum charge of 0.3 USD per transaction).
Credit Card Original Route Refund: A 5% handling fee of the order amount will be deducted (minimum charge of 0.3 USD per transaction).
USDT Original Route Refund: A fixed handling fee of 2 USD per transaction will be deducted as on-chain operation cost.
Important Notes:
Refund Route Restriction: To ensure fund security and processing efficiency, only the first refund for the same payment account may be requested to the original route. Subsequent refunds will be uniformly credited to your NovProxy account balance.
Amount Calculation Basis: All refund amounts are calculated based on the actual payment amount received and verified by our finance department.
Refunds will not be provided in the following cases:
● Account frozen or suspended: If a customer account is frozen or suspended due to violations of laws, regulations, or NovProxy’s Terms of Service, no refund will be issued.
● Violation of usage obligations: If a customer breaches the obligations specified in the Terms of Service regarding proper use of NovProxy systems or services, the customer is not eligible for a refund.
● Service already used: If, after purchase, the proxy IPs have been used or traffic has been generated, the service is considered used and is non-refundable.
Since NovProxy provides virtual services and does not involve physical products, there are no shipping or return fees.
Thank you for understanding and accepting our refund policy and proxy remediation measures. If you have any questions, please feel free to contact our customer support team at [email protected].
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