Refund Policy

Proxies are a digital service that is delivered after payment is confirmed and access credentials are issued.

Each request is reviewed individually, taking into account:

• the order status;
• whether the proxy was issued;
• the time of the request;
• technical logs;
• actual usage;
• the reason for the request.

A refund may be considered if:

• payment was confirmed but the proxy was never issued;
• the order cannot be fulfilled due to lack of stock;
• the user received a product that materially differs from its description;
• the proxy does not work from the start and no replacement can be provided;
• a confirmed technical error occurred on the part of Nexus Proxy;
• the same order was mistakenly paid for twice.

A refund may be declined if:

• the proxy has already been issued and used;
• the user selected the wrong country, type, or duration;
• the user sent cryptocurrency on the wrong network;
• the user sent funds to the wrong address;
• the user did not pay the network fee;
• a third-party site blocked the user's account;
• the proxy does not suit a task that was not agreed upon in advance;
• the user violated the Terms of Service;
• the issue was caused by the user's software or settings;
• the rental period has expired;
• the request contains inaccurate information.

In cases of technical malfunction, Nexus Proxy may first offer:

• an IP replacement;
• replacement of credentials;
• provision of an equivalent proxy;
• an extension of the rental period;
• a credit to the internal balance.

A replacement may be considered an appropriate way to resolve the issue.

The user should report an issue as soon as possible after the proxy is issued.

The recommended reporting period is within 24 hours of receiving the order.

Requests submitted later are reviewed taking into account usage history and the availability of technical data.

To submit a request, the user must provide:

• the order number;
• the account email;
• a description of the issue;
• the date the issue was discovered;
• screenshots or other evidence;
• the TXID, if the request relates to payment.

The typical review period for a request is up to 5 business days.

The timeline may be extended if the following is required:

• verification of a blockchain transaction;
• analysis of technical logs;
• communication with the proxy provider;
• additional information from the user.

If a refund is approved, it may be issued:

• in the original cryptocurrency;
• to the internal balance;
• by another agreed method.

Blockchain network fees may be deducted from the refund amount, where permitted by applicable law.

When refunding cryptocurrency, the calculation may be based on the amount actually received or on the order value at the time of payment.

Nexus Proxy does not compensate for changes in the market rate of cryptocurrency unless otherwise agreed separately.

Nexus Proxy does not guarantee the recovery of funds sent:

• on an unsupported network;
• to an incorrect address;
• in a different coin;
• without the required memo or comment, if one was required.

The service may attempt to assist, but recovering such funds may not be technically possible.

Refund requests are accepted through support or the "Contact" section.