This policy explains refunds for services provided by FLEETPROXY ENTERPRISE - FZCO (FleetProxy). Contact support@fleetproxy.io or an official FleetProxy support channel to request help or a refund.
Rotating proxies
A rotating-proxy purchase qualifies for a service-fault refund if the service repeatedly fails or does not work and no more than 10% of the purchased traffic has been used. Both conditions must be met for this ground. You may submit your request at any time while the usage condition remains satisfied.
For example, if you purchased 1 GB, at least 0.90 GB must remain. An approved refund covers the full affected purchase, not just its unused traffic. Forgotten automatic renewals have a separate exception.
Forgotten automatic renewals
If you forgot to disable automatic renewal for a rotating product, you may request a refund if no more than 10% of the traffic purchased by that renewal has been used. There is no request deadline while this usage condition is met. This exception does not require a service fault and does not apply to IP-rental renewals. Manage automatic renewals in Settings > Renewal & top-up. Other applicable refund grounds remain available.
Static Residential service faults
Report a nonworking, faulty or seriously slow Static Residential proxy within 24 hours after delivery. Support then has up to 24 hours after your report to resolve the issue. If the qualifying fault remains unresolved, you are eligible for a refund of the full price paid for the qualifying IP, with associated fees handled as described below.
Mobile LTE: one-hour guarantee
Mobile LTE uses shared, lower-cost, recycled IPs. Its one-hour service guarantee starts at delivery. Report a faulty connection within one hour after delivery to request a refund under that guarantee. IP drops after the first hour are not covered by this guarantee. This does not affect your legal rights.
Dedicated datacenter and legacy ISP
For dedicated datacenter and legacy ISP products, if a purchased service is faulty and support cannot resolve the fault within 24 hours after you report it, you are entitled to a refund for the qualifying IPs and their associated fees. Report faults as soon as you notice them so support has a fair opportunity to fix the issue. The Static Residential requirement to report within 24 hours after delivery does not apply to these products.
Static Residential Standard/Premium: delivery checks and country
These delivery-check and country criteria apply only to Static Residential Standard/Premium. They do not apply to legacy ISP, datacenter or Mobile LTE products. The checks selected in your Static Residential order must be met at delivery:
- If IPQualityScore (IPQS) or Both was selected, the IPQS fraud score must be 0. Premium alone does not require an IPQS check if IP2Location-only was selected.
- If your order includes the IP2Location checks, the IP2Proxy fraud score must be 0 and the IP must meet the IP2Location ISP-classification criterion specified in your order.
Failure to meet a selected delivery check is grounds for correction, replacement or refund. For Static Residential Standard/Premium, a mismatch between the country ordered and the country reported by IP2Location is also a refund ground.
A proxy-detection label is different from a fraud score. A positive proxy label alone does not establish that an IPQS score-0 delivery check failed. Scores and classifications can change after delivery.
Static Residential Standard/Premium: one-time IPQS exception
We recommend contacting support about an IPQS score discrepancy rather than visiting IPQS through your purchased proxy.
This exception applies only to Static Residential Standard/Premium orders with IPQS checking selected. It does not apply to legacy ISP, datacenter or Mobile LTE products. If the fraud score was 0 at delivery but rises above 0 after you visit IPQS through the purchased proxy, you may request a refund under this exception within 24 hours after delivery.
This exception applies once per customer across all accounts. Further requests based solely on that situation are outside the exception. It does not limit claims for a selected check that failed at delivery or other applicable refund grounds.
Website restrictions and checker results
Products other than Static Residential block payment-processing, banking and government websites, plus certain other destinations associated with high fraud. Static Residential does not apply those category-wide restrictions. You must still follow FleetProxy's Terms of Service and Acceptable Use Policy, applicable law and the visited site's terms.
No proxy is guaranteed to be accepted by every website or receive the same rating from every checker. For an otherwise working proxy, rejection by a particular website or a checker result outside the agreed criteria does not by itself qualify for a refund. This does not exclude a failed selected delivery check or other evidence of a genuine service fault.
Support will try to help. An unsuccessful support attempt does not itself create an additional refund entitlement for an excluded issue.
Refund amounts, fees and timing
Approved refunds cover the full price paid for the qualifying IP or traffic purchase, rather than only its unused portion. In an order containing several IPs, only the qualifying IPs and their associated fees are included; the other IPs in the order are not refunded. The fee-return rules below apply.
Product refunds return to the original payment method. If you paid from FleetProxy balance, you may choose a balance return or a refund to the original funding payment.
The ASN-selection fee associated with a qualifying IP refund returns to FleetProxy balance. If a paid IP rotation fails, its rotation fee also returns to FleetProxy balance.
Crypto refunds are subject to the refund transaction's blockchain/network fee, except where applicable law requires otherwise. After a Stripe refund is issued, the credit normally appears within 5–10 business days, depending on your bank. This is an estimate, not a guaranteed arrival date.
Unused deposits and legal rights
We do not offer change-of-mind refunds for unused balance deposits. This does not affect qualifying refunds for purchased services, including wallet-paid purchases.
Account investigations and illegal use
A temporary account investigation does not by itself forfeit your balance or unused traffic. If no breach is found, access and held balance/traffic are restored, unless a binding legal restriction prevents this. You can appeal through our usual support channels.
We do not offer voluntary refunds solely because an account is terminated for the customer's confirmed illegal use. Any continued withholding or refund refusal must be permitted by applicable law. See the Terms of Service and Acceptable Use Policy for account-enforcement rules.
This policy does not affect your legal rights.
