{"id":11109,"date":"2026-11-11T18:56:41","date_gmt":"2026-11-11T15:56:41","guid":{"rendered":"https:\/\/proxyma1.io\/refund-and-cancellation-policy"},"modified":"2026-11-11T19:17:18","modified_gmt":"2026-11-11T16:17:18","slug":"refund-and-cancellation-policy","status":"publish","type":"page","link":"https:\/\/proxyma1.io\/en\/refund-and-cancellation-policy","title":{"rendered":"Refund and Cancellation Policy"},"content":{"rendered":"\n

PROSOX LLC \u00b7 Effective date: November 11, 2026 \u00b7 Last updated: November 11, 2026 \n<\/em><\/p>\n\n

1. Status, Scope, and Precedence<\/h2>\n\n

1.1. Scope.<\/strong> This Refund and Cancellation Policy (the “Policy”) applies to all paid Services provided by PROSOX LLC, a Delaware limited liability company (“Prosox”), under the Terms of Service (the “Terms” or “ToS”) and an Order, including Proxy Services, Managed Data Services, API Services, Datasets, Cobi AI, subscriptions, prepaid usage, and any other paid Service that Prosox makes available under an Order now or in the future.<\/p>\n\n

1.2. Proxyma.<\/strong> As provided in Section 1.7 of the Terms, services provided under the Proxyma brand are governed by the documents published on the Proxyma website and accepted by the customer. This Policy applies to those services only if those documents or the applicable agreement expressly incorporate it.<\/p>\n\n

1.3. Status and Precedence.<\/strong> This Policy is incorporated into the Agreement under Section 3.1 of the Terms. The allocation of subject matter in Section 3.2 and the order of precedence in Section 3.3 of the Terms apply. An Order or SLA modifies this Policy only to the extent provided in Section 3.3(b) of the Terms. Capitalized terms not defined in this Policy have the meanings given in the Terms.<\/p>\n\n

1.4. Mandatory Rights.<\/strong> Nothing in this Policy excludes or limits any right or remedy that cannot be excluded or limited by contract under Applicable Law, including statutory rights of Consumers to withdraw, cancel, obtain a refund, or dispute a charge, and rights under applicable unclaimed-property laws (Sections 3.4 and 29 of the Terms). To the extent of any conflict, the mandatory right prevails.<\/p>\n\n

1.5. No Additional Commitments.<\/strong> This Policy sets out cancellation and refund procedures and remedies. It does not create any warranty, service level, or performance commitment beyond Section 18.1 of the Terms, an Order, or an SLA, and does not expand Prosox’s liability under Section 19 of the Terms.<\/p>\n\n

2. Purchases, Payment, and Cancellation<\/h2>\n\n

2.1. Purchase Models.<\/strong> Services are purchased as a one-time Order, as prepaid usage, or as a recurring subscription, but only where the applicable model is expressly stated at checkout or in the Order (Section 9.1 of the Terms). Acceptance of the Terms does not, by itself, authorize recurring charges.<\/p>\n\n

2.2. Cancellation of Subscriptions.<\/strong> The Customer may cancel a subscription online through the Prosox dashboard and by any other means required by Applicable Law, including the same medium used to enroll where required (Section 9.4 of the Terms). Questions and requests for assistance may be sent to support@prosox.io. Prosox confirms cancellation through the account or electronically where Applicable Law requires.<\/p>\n\n

2.3. Effect of Cancellation.<\/strong> Unless mandatory Applicable Law, an Order, or Sections 3, 4, or 6 of this Policy provide otherwise, cancellation takes effect at the end of the then-current paid billing period; access continues until then, and future renewals and related charges stop. Cancellation does not cancel amounts properly accrued and does not entitle the Customer to a refund for the current billing period. Closing an account does not, by itself, entitle the Customer to a refund for used volume or Services already provided.<\/p>\n\n

2.4. Prices and Trials.<\/strong> Price changes apply prospectively under Sections 8.4 and 9.5 of the Terms. A free or discounted trial converts into a paid subscription only after the disclosures and consent required by Sections 9.2 and 9.6 of the Terms.<\/p>\n\n

2.5. Trials, Bonuses, and Promotions.<\/strong> Trials, bonus credits, and promotional credits are subject to their published terms (Section 10.1 of the Terms), have no cash value, and are not refundable or exchangeable for money unless Applicable Law requires otherwise. Prosox may limit trials and promotions to one per Customer, payment instrument, or organization, and may decline, withdraw, or reverse a trial, bonus, or promotional credit obtained through multiple or duplicate accounts, false information, or other abuse. Paid amounts are not affected by such a measure, except as provided in Section 5.<\/p>\n\n

3. Remedies for Service Problems<\/h2>\n\n

3.1. Matters Not Guaranteed.<\/strong> Except as expressly committed in an Order or SLA, Prosox does not guarantee the availability or behavior of any Target Resource, the outcome of any request, success rates, the availability of any particular IP address, location, carrier, or pool size, rotation characteristics, throughput, or the completeness of data (Sections 2.2, 2.3, 18.3, and 18.4 of the Terms). Accordingly, none of the following, by itself, entitles the Customer to a refund:<\/p>\n\n

(a) blocking, rate limiting, CAPTCHA, or other restrictions imposed by a Target Resource, or changes to its anti-bot or access controls;<\/p>\n\n

(b) the replacement, rotation, reassignment, or withdrawal of IP addresses or other resources in accordance with Sections 2.4 and 25 of the Terms and Section 10 of the AUP, unless it breaches a commitment expressly made in an Order;<\/p>\n\n

(c) variations in performance, geographic coverage, or IP availability described in Section 2.3 of the Terms;<\/p>\n\n

(d) errors in the Customer’s requests, code, scripts, integrations, configuration, or credentials, or the Customer’s failure to follow the Service documentation;<\/p>\n\n

(e) the Customer’s own network, devices, or third-party tools;<\/p>\n\n

(f) a suspension, restriction, or termination resulting from the Customer’s or its End Users’ violation of the Terms or the AUP (Section 11.8 of the AUP).<\/p>\n\n

3.2. Failure to Meet the Limited Commitment.<\/strong> If a paid Service fails to conform to Section 18.1 of the Terms, Prosox will use commercially reasonable efforts to re-perform or correct the affected Service. If Prosox cannot do so within a reasonable time, Prosox refunds the fees paid for the affected Service for the affected period. As provided in Section 18.1 of the Terms, this is the Customer’s exclusive remedy for such a failure, subject to mandatory Applicable Law and to any more favorable remedy expressly agreed in an Order or SLA.<\/p>\n\n

3.3. Services Not Provided Due to Prosox’s Error.<\/strong> If a paid Service is not delivered, activated, or credited in the purchased amount because of Prosox’s error, Prosox will correct the error by delivering, activating, or crediting the missing portion within a reasonable time. If correction is not possible within a reasonable time, Prosox refunds the price of the portion not provided. Prosox may offer an account credit instead of a refund, but will not substitute an account credit for a monetary refund without the Customer’s consent where the Customer requests a refund or Applicable Law requires one. A duplicate charge or a demonstrated overcharge is corrected or refunded.<\/p>\n\n

3.4. How to Request a Remedy.<\/strong> The Customer should submit a request to support@prosox.io without undue delay, stating the Order number, the date, the affected Service, a description of the problem, and available supporting evidence, including, where available, timestamps, error messages, and request samples. A non-Consumer Customer is encouraged to submit requests under Section 3.2 or 3.3 and other billing-related requests within 60 days after the relevant event or charge, consistent with Section 8.6 of the Terms. A request submitted after that period is reviewed in light of the available evidence, the nature of the claim, the provisions of the Agreement, and Applicable Law. Prosox may deny a request where there is no contractual or statutory basis for a refund, including where the Customer has not provided information reasonably requested under Section 3.5 that is needed to establish the circumstances on which the claim is based. This Section does not limit the rights of Consumers or shorten any period for bringing a claim under mandatory Applicable Law.<\/p>\n\n

3.5. Verification.<\/strong> Prosox may reasonably request additional information and review its usage, delivery, and access records. Usage is determined by Prosox’s systems and is subject to correction upon a demonstrated error (Section 8.3 of the Terms).<\/p>\n\n

4. Prepaid Balances and Refund Categories<\/h2>\n\n

4.1. Prepaid Balances.<\/strong> Prepaid balances and credits may be used only for eligible Services, are non-transferable, and bear no interest (Section 8.7 of the Terms). A prepaid balance expires only if, and as, the expiration was clearly disclosed before purchase and is permitted by Applicable Law.<\/p>\n\n

4.2. Services Already Provided.<\/strong> Fees for Services already provided are not refundable, except under Section 3.2 or 3.3 or where mandatory Applicable Law requires. Services already provided include Traffic transmitted, units or requests consumed, the elapsed portion of a subscription period, Datasets delivered or made available for download, and Managed Data Services work performed or deliverables accepted under the Order or the Master Services Agreement.<\/p>\n\n

4.3. Voluntary Cancellation by the Customer.<\/strong> If the Customer cancels a Service or closes its account for its own reasons, the Customer is not entitled to a refund merely because purchased volume or a paid period remains unused, unless the Order, an expressly published promotional term, Section 6, or mandatory Applicable Law provides otherwise. Prosox does not treat an unused balance as forfeited where Applicable Law, including unclaimed-property law, prohibits it; such a balance is handled as Applicable Law requires.<\/p>\n\n

4.4. Reserved Resources and Third-Party Commitments.<\/strong> Where the Order clearly discloses before purchase that specific fees are non-refundable because they cover dedicated or static IP addresses, reserved capacity, setup work, custom configuration, or non-cancellable commitments to Upstream Suppliers or other third parties, those fees are not refundable once the resource has been allocated or the work has begun, except in the case of Prosox’s breach, under Sections 4.5 through 4.7, or where mandatory Applicable Law requires a refund. Where Applicable Law permits a Consumer to cancel subject to paying costs actually incurred, Prosox retains only the amount that law permits.<\/p>\n\n

4.5. Discontinuation or Termination by Prosox.<\/strong> If Prosox discontinues a paid Service or terminates the Agreement for convenience under Section 17.6 of the Terms, Prosox refunds the prepaid fees attributable to the unused portion of the discontinued Service, calculated under Section 4.8, subject to Sections 5.5 and 8.8 of the Terms. As provided in Section 17.6 of the Terms, this is the Customer’s sole remedy, subject to mandatory Applicable Law. This Section also applies where an Order is terminated with respect to an affected Service under Section 4.2 of the Data Processing Agreement.<\/p>\n\n

4.6. Material Degradation, Supplier Events, and Amendments.<\/strong> This Section sets out the remedies referred to in Sections 10.3, 21.4, and 25.5 of the Terms and Sections 10.5 and 15.3 of the AUP.<\/p>\n\n

(a) Covered events. This Section applies where (i) a change to a Service under Section 10.2 of the Terms materially degrades an active paid Service; (ii) an Upstream Supplier event or a measure under Section 10 of the AUP materially reduces an active paid Service; or (iii) Prosox amends the Terms or a Policy in a way that materially and adversely affects the Customer’s rights or obligations under Section 21.2 of the Terms.<\/p>\n\n

(b) Material degradation. A Service is materially degraded or reduced only if it can no longer be used substantially as described in the Order, or if a characteristic expressly specified in the Order, such as the purchased volume, the type of IP address, or a specifically ordered country, is no longer available. The following are not material degradation: the replacement, rotation, or reassignment of IP addresses or locations permitted by Sections 2.4 and 25 of the Terms and Section 10 of the AUP; changes in pool composition; scheduled maintenance; temporary interruptions; variations described in Section 2.3 of the Terms; and actions of Target Resources.<\/p>\n\n

(c) Opportunity to restore. For an event under clause (a)(i) or (a)(ii), the Customer gives written notice to support@prosox.io describing the degradation. Within 15 days after the notice, or after Prosox’s own notice of the event, Prosox may restore the Service or offer an equivalent alternative of comparable type, location, and volume at no additional charge. If Prosox does neither, or the Customer reasonably rejects the alternative, the Customer may terminate the affected Service by written notice given within 30 days after that 15-day period ends.<\/p>\n\n

(d) Amendments. For an event under clause (a)(iii), the Customer may terminate the affected Service before the amendment takes effect, as provided in Section 21.4 of the Terms.<\/p>\n\n

(e) Refund. Upon termination under clause (c) or (d), Prosox refunds the prepaid fees attributable to the unused portion of the affected Service after the effective date of termination, calculated under Section 4.8, unless the Order or an SLA provides a more favorable remedy. Subject to mandatory Applicable Law, this refund and any remedy expressly provided in the Order or SLA are the Customer’s sole remedies for the event.<\/p>\n\n

(f) Exclusions. This Section does not apply where the degradation results from the Customer’s or its End Users’ breach of the Terms or the AUP, or from a measure taken under Section 17.1 of the Terms or Section 11 of the AUP because of such a breach.<\/p>\n\n

4.7. Termination for Prosox’s Breach.<\/strong> If the Customer terminates an Order under Section 17.3 of the Terms because of Prosox’s uncured material breach, Prosox refunds the prepaid fees attributable to the unused portion of the terminated Order, calculated under Section 4.8. This refund does not limit any non-excludable remedy, and any other liability of Prosox is subject to Sections 18 and 19 of the Terms.<\/p>\n\n

4.8. Calculation of the Unused Portion.<\/strong> Unless the Order provides otherwise, the refundable amount for the unused portion of a Service is determined as follows:<\/p>\n\n

(a) for time-based Services, pro rata by the number of days remaining in the prepaid period after the effective date of termination of the relevant Service;<\/p>\n\n

(b) for volume-based Services, on the basis of the number of unused units and the effective unit price actually paid, calculated by dividing the amount paid by the number of units purchased;<\/p>\n\n

(c) for combined plans, in accordance with the allocation of fees stated in the Order or, if none, on the basis of a reasonable and documented calculation.<\/p>\n\n

In determining the final refund amount, Prosox may take into account and withhold, to the extent permitted by Applicable Law: (i) undisputed amounts payable by the Customer, in accordance with Section 8.8 of the Terms; (ii) the cost of Services actually provided and resources actually used, to the extent not already reflected in the calculation under clauses (a) through (c); (iii) non-refundable fees disclosed in advance under Section 4.4, in the cases in which they are not refundable under that Section; and (iv) other amounts that the Agreement and Applicable Law expressly permit to be withheld or set off.<\/p>\n\n

Where a Service is discontinued by Prosox under Section 17.6 of the Terms, deductions, other than set-off under Section 8.8 of the Terms and amounts covered by Section 5.5 of the Terms, may not deprive the Customer of the refund of prepaid fees for the unused portion of the discontinued Service provided for in Section 17.6 of the Terms.<\/p>\n\n

No refund is made to the extent prohibited by Applicable Law, including in the cases described in Section 5.5 of the Terms. Bonuses and promotional credits have no cash refund value unless Applicable Law requires otherwise. Actual usage is determined under Section 8.3 of the Terms.<\/p>\n\n

4.9. No Double Recovery.<\/strong> The Customer may not recover more than once for the same charge, period, or event. Refunds, account credits, SLA service credits, and amounts returned through a chargeback or other payment dispute for the same charge, period, or event are credited against one another and against any other amount payable by Prosox for that event. If the Customer receives the same amount both from Prosox and through a payment dispute, the Customer shall return the duplicate amount, and Prosox may set it off under Section 8.8 of the Terms.<\/p>\n\n

5. Suspension, Violations, and Termination<\/h2>\n\n

5.1. Suspension.<\/strong> A reasonable suspicion of a violation may justify a temporary protective suspension or an investigation under Section 17.1 of the Terms and Section 11.5 of the AUP. A suspension is not a termination, does not by itself result in a forfeiture of funds, and continues only for as long as its cause reasonably requires. The Customer is not entitled to a refund, credit, or service-level remedy for a period of suspension or restriction resulting from the Customer’s or its End Users’ violation (Section 11.8 of the AUP).<\/p>\n\n

5.2. Notice, Cure, and Termination.<\/strong> Notice, the opportunity to cure, immediate protective measures, and termination for material breach are governed by Sections 17.1 through 17.3 of the Terms and the AUP. A material breach that is capable of cure is subject to the 15-day cure period in Section 17.3 of the Terms; immediate termination is permitted only in the cases listed in that Section.<\/p>\n\n

5.3. Termination for the Customer’s Breach.<\/strong> Termination for the Customer’s breach does not entitle the Customer to a refund for Services already provided or volume already used. From any unused prepaid balance, Prosox may first set off undisputed amounts owed by the Customer under Section 8.8 of the Terms, including reasonable, documented costs and losses reimbursable under Section 14.2 of the AUP. Prosox refunds the remaining unused prepaid balance under Section 4.8, except to the extent that a refund is prohibited by Applicable Law or Section 5.5 of the Terms, or is subject to Section 5.4 of this Policy.<\/p>\n\n

5.4. Fraud and Unauthorized Payments.<\/strong> Where Prosox reasonably suspects fraud, use of a payment instrument without the holder’s authorization, or manipulation of payment details, Prosox may suspend the affected Services, require verification under Section 5 of the Terms and the KYC\/KYB Policy, and withhold a refund while it investigates. Any refund is made only to the original payment instrument or source of funds, or as required by Applicable Law, a payment network, or a competent authority. Prosox does not make refunds to third parties or to payment instruments or wallets other than the original source, unless Applicable Law requires otherwise.<\/p>\n\n

5.5. Sanctions and Blocked Funds.<\/strong> Where Applicable Law requires Prosox to block, reject, or report funds, no refund, credit, or payment is made to the extent prohibited by Applicable Law (Section 5.5 of the Terms).<\/p>\n\n

6. Statutory Consumer Rights<\/h2>\n\n

6.1. Statutory Right of Withdrawal.<\/strong> Where Applicable Law grants a Consumer the right to withdraw from a distance contract within a statutory period without giving any reason, including the right described in Section 9.9 of the Terms, Prosox provides, before the Consumer places an order, the information on the conditions, time limit, and procedure for withdrawal, any model withdrawal form, and any online withdrawal function that Applicable Law requires. The Consumer may withdraw by any clear statement sent to support@prosox.io or by any other means provided by Applicable Law. Prosox acknowledges receipt of a withdrawal without undue delay.<\/p>\n\n

6.2. Performance During the Withdrawal Period.<\/strong> Where Applicable Law so provides, Prosox begins performing Services during the withdrawal period only at the Consumer’s express request, together with the Consumer’s acknowledgment that the right of withdrawal will be lost once the Service has been fully performed. If the Consumer withdraws after making such a request, the Consumer pays an amount proportionate to the Services provided until the Consumer informed Prosox of the withdrawal, and once the Service has been fully performed in accordance with such a request, the right of withdrawal no longer applies, in each case to the extent Applicable Law permits. The Consumer owes nothing for Services provided during the withdrawal period where Applicable Law so provides.<\/p>\n\n

6.3. Digital Content.<\/strong> For Datasets and other digital content not supplied on a tangible medium, the right of withdrawal ends once supply has begun only where Applicable Law so provides and its conditions, such as the Consumer’s prior express consent and acknowledgment, have been met.<\/p>\n\n

6.4. Reimbursement.<\/strong> Prosox reimburses a Consumer who validly withdraws without undue delay and within the period required by Applicable Law, using the same means of payment used for the original transaction unless the Consumer has expressly agreed otherwise and incurs no fees as a result, less any amount payable under Section 6.2.<\/p>\n\n

6.5. Other Statutory Cancellation Rights.<\/strong> Where Applicable Law grants a Consumer the right to cancel a Services contract at any time, subject to paying for Services provided or costs actually incurred, Prosox honors that right. In that case, Prosox refunds the amounts paid less the value of Services already provided and the documented costs actually incurred by Prosox in performing the contract, to the extent that law permits.<\/p>\n\n

6.6. Consumer Status.<\/strong> Consumer status is determined under Section 1.5 of the Terms. Statutory consumer rights do not apply to Customers acquiring Services for business, commercial, or professional purposes. Prosox may rely on the information the Customer provides at registration, including the account type, the organization’s name, and any tax identification number, without limiting any right that applies by law.<\/p>\n\n

6.7. No Discretion over Statutory Refunds.<\/strong> No provision of this Policy makes a refund required by law subject to Prosox’s discretion, shortens a mandatory period for asserting a claim, or prevents a Consumer from using available judicial, regulatory, or payment-dispute remedies.<\/p>\n\n

7. Processing of Requests and Refunds<\/h2>\n\n

7.1. Requests and Response Time.<\/strong> Requests are sent to support@prosox.io with sufficient information to identify the transaction. Prosox aims to acknowledge a request promptly and to provide an initial substantive response within 15 business days. This target does not extend any shorter mandatory period under Applicable Law or a firm deadline stated in an Order.<\/p>\n\n

7.2. Method and Timing.<\/strong> Approved refunds are made to the original payment method. If it is unavailable, Prosox may make the refund by another lawful method to an account or wallet held in the Customer’s name, after reasonable verification. Prosox initiates a refund within any period required by Applicable Law; the time for funds to reach the Customer may depend on the payment provider. Taxes are refunded in accordance with Applicable Law and the original tax treatment, and Prosox may reasonably request tax documents.<\/p>\n\n

7.3. Cryptocurrency Payments.<\/strong> A refund due for a cryptocurrency payment is made, at Prosox’s election, in the same cryptocurrency or in the U.S. dollar amount of the original charge, less network fees, to the originating wallet or to another wallet verified as controlled by the Customer, subject to screening under Section 5 of the Terms (Section 8.10 of the Terms). Prosox is not responsible for payments sent to an incorrect address or network, except where the error is Prosox’s or Applicable Law requires otherwise. For a Consumer who withdraws under Section 6, Section 6.4 prevails.<\/p>\n\n

7.4. Chargebacks and Payment Disputes.<\/strong> The Customer may dispute an erroneous charge under Section 27 of the Terms, and this Policy does not prevent the good-faith exercise of a chargeback or other payment-dispute right. Prosox may provide the payment provider with evidence of the transaction and of the Services provided, including usage, delivery, login, and acceptance records and communications with the Customer. A chargeback initiated without a good-faith basis is subject to Section 27.3 of the Terms, under which Prosox may suspend the affected account while the chargeback is pending and, to the extent permitted by Applicable Law, recover the amount charged back and reasonable chargeback fees for chargebacks determined to be unfounded.<\/p>\n\n

7.5. Decisions.<\/strong> A request may be denied in whole or in part only where no contractual or statutory right to a refund exists or a lawful exception applies. Prosox states the main reasons for a denial. A goodwill refund or credit granted at Prosox’s discretion does not create a general right to a refund or an obligation to grant one in the future.<\/p>\n\n

8. Changes, Language, and Contacts<\/h2>\n\n

8.1. Changes.<\/strong> Prosox may amend this Policy under Section 21 of the Terms, including the notice requirements for materially adverse changes and their prospective effect. Amendments do not apply to refund requests relating to charges made before their effective date, unless they are more favorable to the Customer.<\/p>\n\n

8.2. Language.<\/strong> The English version of this Policy is the official and binding version, and any translation is provided for convenience only. In the event of any inconsistency, the English version prevails, except where mandatory Applicable Law requires otherwise (Section 22.9 of the Terms).<\/p>\n\n

8.3. Contacts.<\/strong> PROSOX LLC, 16192 Coastal Highway, Lewes, Delaware 19958, County of Sussex, USA. Cancellations, payments, and refunds: support@prosox.io. Legal notices: info@prosox.io (Attn: Legal). Website: https:\/\/prosox.io.<\/p>\n","protected":false},"excerpt":{"rendered":"

PROSOX LLC \u00b7 Effective date: November 11, 2026 \u00b7 Last updated: November 11, 2026 1. Status, Scope, and Precedence 1.1. Scope. 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