Refund policy

The policy

Ask within 7 days of a top-up and we refund the unused portion of that top-up, back to where the money came from: a card top-up to that card, a crypto top-up to the wallet it was sent from, in the same coin. You do not need to give a reason.

That is the only place a refund goes. Not ProxyMonkey balance, not account credit, not a different card, wallet or address you would rather use. The two narrow exceptions, a card that can no longer take the money and a payment sent from an exchange, are spelled out below.

Using some of the traffic does not void the refund. If you put in $50 and spent $12, you get $38 back. There is no clause that turns the whole balance to dust because you consumed 40 MB testing it.

How to ask

One message. Either in Discord, or an email to [email protected] saying which top-up you want refunded. That is the whole process — no form, no retention call, no five-step cancellation flow.

More in the help centre: Refunds: getting unused money back.

Card refunds are issued within 3 business days and appear on your statement according to your bank’s timetable. Crypto refunds go back to the wallet the payment was sent from, within 3 business days: the same share of the coin we received as the share of the top-up’s dollar value you did not use, less the network fee for sending it back. Spend a quarter of the top-up and you get three quarters of the coin back. We may ask you to confirm the address first.

Paid from an exchange? The address that sent the coins is usually the exchange’s, not yours. Show us the exchange’s withdrawal record for that payment and we send the refund to a wallet you control instead. Without it, the refund goes to the sending address, and what the exchange does with it is between you and them.

If the card can no longer take the money back — it has expired or been closed, or the payment is past the card processor’s refund limit — we check that you are who you say you are and pay it by bank transfer to an account in your own name. Still not as balance, and still not to anyone else.

If your balance came from more than one top-up, the newest top-ups are refunded first, each back to where that top-up came from.

What we do not refund

• Traffic you have already used. That was delivered, and it cost us money to deliver.
• Top-ups older than 7 days. The balance does not expire, so it is still yours to spend — it just stops being refundable, unless we close your account or you leave over a change to the terms (both below).
• Payment processor fees on crypto, where the network fee has already been spent.

If we get the meter wrong

Separately from the 7-day window: if you can show that our usage figure exceeded what you actually moved by more than protocol overhead explains, we credit back the difference regardless of how long ago it was. That lands on your balance as a service credit, not on your card: it is us fixing our own bill, not a refund. The guide to checking a provider’s meter tells you how to produce that evidence, including against us.

If we close your account

Where we suspend an account for breaching the acceptable use policy, we refund the whole unused balance, back to where it came from, rather than keeping it. No 7-day window: every top-up counts, however old. We do not want a financial interest in abuse.

The same goes if we close your account for any other reason, and if you close it because you do not accept a change to the terms. The one exception in every case is a balance that was paid for fraudulently.

Chargebacks

Please ask us first. A refund takes one message and three days, and a chargeback costs us a fee and gets the account frozen automatically while it is disputed. If we have been unreasonable, say so in Discord in public — that works faster than your bank does.

Why the policy is this generous

Because the minimum top-up is $5 and the entire pitch is that you can test us cheaply. A refund policy that only works if you never use the product makes that pitch a lie. More of the reasoning on the honesty page.