Refund Policy

Try HProxy. If it is not right for you, ask for a refund within 14 days. No forms, no runaround. Whatever balance you have not used goes back to your original payment method.

Last updated 31 August 2026

This page always reflects the current version.

The guarantee

14 days

A full two weeks from purchase to decide HProxy fits your use case. That matches your statutory right of withdrawal under German law, and we do not shorten it.

No questions asked

You do not owe us a reason. Tell us it is not working for you and we start the refund, usually approved the same day we read it.

Back to source

Refunds return to your original payment method, card or crypto. Any wallet balance you have not used is always yours to take back.

What's covered

Refundable

Within 14 days of purchase, the following go back to your original payment method:
  • Wallet top-ups you have not yet spent on any product.
  • Residential bandwidth purchases where no GB has been routed yet.
  • A first-month subscription payment where the account has used less than 5% of the included quota.

Already delivered

Some things cannot be handed back because they have already been delivered and consumed. This is what keeps the guarantee sustainable for everyone:
  • Bandwidth you have already routed. Once it is used, the cost is incurred upstream and cannot be reversed.
  • Instantly activated allocations once delivered: static IPs (ISP, IPv4, IPv6, mobile) and per-GB rotating plans. Activation reserves capacity upstream the moment your credentials are issued, so these purchases are not refundable after activation.
  • Subscription renewals after the first cycle. You can cancel future renewals at any time, with no penalty.
  • Accounts terminated for breaching the Acceptable Use Policy in our Terms of Service.

Instant activation

Proxy products are digital services we activate the moment payment clears: credentials are issued and capacity is reserved immediately. Once a product has been activated, that purchase is no longer refundable. The guarantee above applies to unused wallet balance and unrouted residential bandwidth. This mirrors the point at which your statutory right of withdrawal ends, described below: at checkout you expressly ask us to begin delivery immediately and acknowledge that this ends the withdrawal right.

One compliance note: cryptocurrency refunds above EUR 1,000 require a quick identity check before they clear, under the German Anti-Money-Laundering Act (Geldwäschegesetz). Everything below that clears without one.

How to request a refund

1
Email support@hproxy.com
From the address on your account, with the transaction ID and a one-line note on what did not work.
2
We reply within one business day
Standard cases are usually approved on first read. We are not looking for reasons to say no.
3
Refund processed within a few business days
Card refunds land in 5-10 days depending on your bank; crypto refunds settle on the next confirmation.
4
Your account stays open
Keep it or close it. The refund and your account are independent of each other.

Your right of withdrawal

The 14-day right

As a consumer entering a distance contract, you have a statutory 14-day right of withdrawal (Widerrufsrecht) under § 355 BGB. You can withdraw by a clear statement, without giving any reason; an email to legal@hproxy.com is enough. The official model withdrawal form (Muster-Widerrufsformular) is available on request, and you are not required to use it.

When it ends

Proxies are digital content we activate for you straight away. Under § 356 (5) BGB, the withdrawal right ends once we begin delivery, but only if you expressly asked us to start immediately and acknowledged that doing so ends the right. You give that consent with a checkbox at checkout. Until you do, your full 14-day right stands, and the money-back guarantee above sits on top of it.

Getting your money back

If you withdraw in time, we refund the full amount to your original payment method within 14 days, in line with § 357 BGB. We use the same method you paid with, and you are never charged a fee for the refund itself.

Questions

For a refund, a situation not covered above, or a chargeback already in progress, write to support@hproxy.com. We read every refund email personally, and most cases resolve in a single reply.