Refund Policy

Pryvus Inc

30 N Gould St Ste R, Sheridan, WY 82801, USA

Support: [email protected]

Legal: [email protected]

Billing: [email protected]

1. General Rule

Because the Services are digital, usage-based, and may be provisioned immediately after purchase, payments are generally final once the Services have been activated, consumed, or materially used.

Refunds may be available only where: (a) the purchased Service was not delivered; (b) a verified material technical defect prevented use of the Service and could not be resolved within a reasonable time; (c) you were charged incorrectly due to a billing error; (d) we approve a refund or account credit in writing; or (e) a refund is required by applicable law.

Consumed traffic, activated proxy resources, completed billing periods, setup fees, and accounts terminated for abuse, fraud, false information, or violation of our Terms or Acceptable Use Policy are not eligible for refunds except where required by law.

Nothing in this Refund Policy limits any non-waivable consumer, statutory, cardholder, or payment network rights that may apply.

2. First-Time Purchase Refund Window

Refunds may be available within seven (7) calendar days of a first-time purchase if the Services have not been materially used and the account is not connected to fraud, abuse, sanctions risk, payment risk, illegal activity, false information, or violation of our Terms or Acceptable Use Policy.

3. When a Refund or Account Credit May Be Available

We may approve a refund or account credit in cases where the service was not delivered, had a material technical defect, or you were charged incorrectly due to a billing error.

We may, at our discretion, provide a full or prorated refund or account credit for accidental renewals, duplicate charges, billing errors, or material service failures where the request is made promptly and the account is not associated with fraud, abuse, sanctions risk, payment risk, illegal activity, or policy violations.

4. Material Use

The Services are considered materially used if you have consumed proxy traffic, generated or activated access credentials, used API access, initiated proxy sessions, configured routes, used dashboard features, received support for setup or operation, or otherwise received measurable service value.

5. Refund Request Window

Refund requests must be submitted within seven (7) calendar days of the original purchase date unless another period is required by applicable law or we approve an exception in writing. Requests submitted after this window will generally not be eligible for a refund, except where required by applicable law.

6. When Refunds Are Not Available

Refunds are generally not available for:

• services that were materially used;
• consumed traffic, activated proxy resources, or generated access credentials;
• issues caused by your configuration, device, software, integration, network, target platform, or third-party restrictions;
• expected variations in proxy performance, availability, speed, location coverage, routing, compatibility, or provider availability;
• completed billing periods, setup fees, custom work, enterprise services, prepaid services, promotional services, discounted services, or usage-based services unless expressly stated otherwise in writing;
• renewal charges after you failed to cancel before the renewal date, except where required by law or approved by us in writing;
• unused time after cancellation, unless required by law;
• accounts suspended or terminated for abuse, fraud, false information, sanctions risk, payment risk, illegal activity, or violation of our Terms or Acceptable Use Policy.

7. Refund Request Procedure

To request a refund, contact [email protected] with your account email, order number, description of the issue, and supporting evidence. We will acknowledge your request within 2 business days and issue a decision within 5 business days of receiving all required information.

We may use account records, order records, provisioning records, usage logs, technical diagnostics, support communications, fraud signals, and compliance review records to evaluate refund requests, investigate suspected abuse, and respond to payment disputes or chargebacks.

Additional information may be requested to verify the transaction, account ownership, usage, payment method, technical issue, or reason for the request.

8. Subscription Cancellation

Canceling a subscription stops future renewal charges but does not automatically refund amounts already charged for the current billing period unless required by law or expressly approved under this Refund Policy. To avoid the next renewal charge, cancellation must be completed before the renewal date through the account dashboard where available or by contacting [email protected].

Opening a payment dispute does not automatically cancel an active subscription. To cancel future renewals, use your account dashboard or contact [email protected].

9. Payment Disputes and Chargebacks

If you believe a charge is incorrect, you are encouraged to contact [email protected] before opening a payment dispute so we can investigate and attempt to resolve the issue quickly. Nothing in this Policy limits any rights you may have under applicable law, cardholder rules, or card network rules.

If a payment dispute is opened, we may temporarily suspend the related account or Services while we investigate the transaction, preserve relevant records, and respond through the payment network process. Accounts involved in fraud, abuse, false information, repeated payment disputes, or violations of our Terms may be restricted or terminated.

Customers must not initiate false, duplicate, abusive, or bad-faith disputes. We may provide relevant account, billing, usage, support, technical, checkout, acceptance, and compliance records to payment processors, card networks, banks, and dispute resolution partners as necessary to respond to disputes and prevent fraud.

10. Evidence and Records

We may provide receipts, invoices, billing history, usage records, provisioning records, support records, and technical logs as evidence in connection with refund reviews, fraud reviews, or payment disputes.

We may retain checkout acceptance records, subscription authorization records, IP address records, account activity records, API usage logs, service activation records, cancellation records, and customer communications to document delivery, authorization, usage, policy acceptance, and dispute response.

11. Compliance and Fraud Review

Refunds may be delayed or denied if compliance, fraud, or verification reviews are pending.

Refunds may also be delayed, denied, or limited where the transaction, account, payment method, jurisdiction, use case, or activity creates sanctions risk, payment risk, card-network risk, abuse risk, or legal risk.

12. Refund Method and Timing

Refunds are returned to the original payment method where possible. Processing typically takes 5–10 business days after approval, subject to your bank or card issuer’s processing times.

13. Changes to This Policy

We may update this Refund Policy at any time by posting the updated version on our website.

14. Contact

[email protected]