XOProxy Refund & Dispute Resolution Policy
Last updated on May 6, 2025
This Refund & Dispute Resolution Policy (the "Policy") explains how XOProxy ("XOProxy", "we", "us", or "our") handles refund requests and service-related disputes for our proxy products and related services.
Please read this Policy together with our Terms of Service and Privacy Policy. By accessing or using XOProxy, you acknowledge and agree to the terms described in all of these documents. If you do not agree with this Policy, you must not use the Services.
1. Scope and General Principles
XOProxy provides intangible, non-returnable digital services (including but not limited to residential proxies, unlimited proxies, SOCKS5 proxies, and static residential proxies). Once delivered and/or used, such services cannot be physically recovered or "returned" in the traditional sense.
The quality and availability of our services are governed by our internal service standards and any applicable Service Level Agreement (SLA). If the Services meet the conditions set forth in the SLA and our Terms of Service, we generally do not offer refunds.
Where our Terms of Service describe any limited refund rights for specific products or circumstances (for example, certain static residential proxy plans), those provisions will apply in addition to this Policy and will prevail in case of any inconsistency.
2. Non-Refundable Products and Situations
2.1 Non-Refundable Products
Unless otherwise expressly stated in your specific plan or in the Terms of Service, the following products are * non-refundable* once an order has been placed and/or the proxies have been used:
- Residential proxy products;
- Unlimited proxy products;
- SOCKS5 proxy products;
- Dedicated or static residential proxy products.
2.2 IP Geolocation and Database Differences
The geographic location displayed for a static residential IP address may vary across different IP lookup tools or databases. This is due to differences in how each provider maintains and updates its data.
For this reason:
- The same IP may appear in slightly different cities, regions, or even countries across different IP detection platforms;
- We recommend checking at least three (3) reputable IP databases before drawing conclusions;
- You should prioritize actual business usability (for example, whether the IP works correctly with your target service) over a single geolocation label;
- Mainstream IP databases often update on a 7–30 day cycle, which may result in temporary discrepancies.
Minor differences in geolocation database results alone do not constitute grounds for a refund.
2.3 Situations Where Refunds Are Not Provided
In addition to the non-refundable product types above, XOProxy will not provide refunds in the following situations, except where required by applicable law:
Incomplete or inconsistent registration data
The information you provided during registration or verification is incomplete, inconsistent, or otherwise inaccurate.Account suspension or termination due to misuse or illegal activity
Your account has been blocked, limited, or terminated due to suspected or confirmed illegal activities, abusive behavior, fraud, or violations of our Terms of Service or Acceptable Use provisions.Violation of Acceptable Use obligations
You have violated your obligations regarding acceptable use of the system or services, as defined in the Terms of Service (for example, misuse of proxies, attacks on third-party infrastructure, or other prohibited activities).Service quality meets SLA / normal operating standards
The services provided by XOProxy meet the quality and availability standards described in our SLA and internal service specifications, even if they do not fully match your subjective expectations or intended use.Expiry of purchased proxies or time-limited access
Your purchased proxies or access rights have expired due to the passage of time or consumption of allocated resources (e.g., bandwidth, sessions, or credits). Unused or expired balances are generally non-refundable.Network conditions and third-party limitations
Connection quality and speed depend on multiple factors beyond XOProxy's direct control, including third-party internet service providers, your own network environment, target website performance, and geographic distance.
XOProxy does not guarantee specific connection speed or latency metrics. By using the Services, you acknowledge that issues related to bandwidth, latency, or network congestion are not grounds for a refund.Client software compatibility
As long as you can access or use XOProxy through any compatible third-party or proprietary client software (such as browsers, tools, or scripts), XOProxy is not responsible for the compatibility or performance of your own client software.
We do not provide refunds solely because your preferred software, automation framework, or integration code does not work as expected with the system.
3. Dispute Resolution and Technical Issues
We value long-term relationships with our customers and aim to provide accurate, transparent, and reliable information about our services.
Before requesting any refund or raising a formal dispute, we strongly encourage you to:
- Contact our support team at support@xoproxy.com with detailed information about the issue (including IPs, timestamps, target services, and diagnostic results where possible);
- Allow us a reasonable opportunity to investigate, reproduce, and resolve the issue;
- Cooperate with troubleshooting, including testing alternative endpoints, ports, or configurations suggested by our team.
Our support team will:
- Answer your questions in a timely manner;
- Provide clear and accurate information about our products;
- Offer reasonable technical solutions or workarounds where available;
- Clarify whether the behavior you are experiencing is within expected service parameters.
Because each proxy is tested multiple times before delivery, many issues can be resolved through configuration changes or alternative routes, without the need for a refund.
Please note that, for security and quality assurance purposes, we may record or log communications with our customers (including emails and support chats) to:
- Improve our services and support processes;
- Investigate abuse or policy violations;
- Maintain accurate records in case of disputes.
4. Contact Information
If you have questions regarding this Policy, or wish to discuss a specific issue related to refunds or disputes, please contact us at: Email: support@xoproxy.com