Refund Policy

This Refund Policy explains when refunds, credits, or replacements may be issued for purchases made on Esprox.

1. Digital products

Proxies and eSIM data plans are digital goods delivered immediately upon successful payment. Because credentials and activation codes cannot be "returned," refunds are generally not available once an order has been fulfilled and credentials or QR codes have been delivered to your account.

2. Eligible refund scenarios

We may issue a wallet credit or refund at our discretion in the following cases:

• Failed delivery: We could not provision the order due to a platform or upstream error and no usable product was delivered.
• Duplicate charge: You were charged twice for the same order due to a technical error.
• Incorrect product: You received a materially different product than what was purchased (e.g. wrong country or package) and the issue is verified by our team.
• Unused eSIM: An eSIM was not activated and our upstream provider confirms it can be voided — subject to provider rules and time limits.

3. Non-refundable cases

• Proxy or eSIM already delivered, activated, or partially consumed.
• Account suspension or termination for Acceptable Use Policy violations.
• Buyer's remorse or change of mind after successful delivery.
• Issues caused by incompatible devices, incorrect APN settings, or user configuration errors.
• Wallet top-ups that were successfully credited (except duplicate charges).
• Price changes or promotions applied after your purchase.

4. Proxy-specific notes

Once IP credentials are issued, they may be logged by third parties. We cannot guarantee that unused proxy credentials can be resold or revoked by upstream providers. Refund requests for proxy orders must be submitted within 24 hours of purchase and before substantial usage is detected.

5. How to request a refund

1. Open a support ticket from your dashboard with your order reference.
2. Describe the issue and include any relevant screenshots or error messages.
3. Our team will review with upstream providers and respond within 3–5 business days.

Approved refunds are credited to your Esprox wallet unless you request a reversal to your original payment method where supported by our payment partner and applicable law.

6. Chargebacks

Initiating a chargeback without contacting support first may result in immediate account suspension. We provide transaction records to payment processors and will contest fraudulent chargebacks.

7. Contact

Refund questions: support@esprox.com.