Once you purchase proxies and make your first payment, you agree to take responsibility for any charges made under your service plan.
That said, we know things don't always go as planned and we're here to help. Here's when a refund is and isn't on the table.
When a refund is possible
Connectivity or service issues. If your proxies aren't working as expected, you may be eligible for a refund or proxies replacement.
Accidental order. We'll switch you to the right plan or keep it as account balance. For data-based plans, usage must be under 100 MB.
Unwanted subscription charge. If you were charged for a subscription you meant to cancel, you can request a refund under these conditions:
Residential Proxies & Rotating Mobile Proxies: request within 72 hours of the charge, with zero data used.
ISP Proxies, Datacenter Proxies, Mobile Proxies & Sneaker Proxies: request within 72 hours of the charge, with under 500 MB used.
Unwanted manual renewal. Accidentally renewed your plan? You're covered if you reach out within 24 hours of the charge:
Residential Proxies & Rotating Mobile Proxies: zero data used.
ISP Proxies, Datacenter Proxies, Mobile Proxies, IPv6 & Sneaker Proxies: under 500 MB used.
Exceptional cases. MarsProxies may issue a refund at its own discretion when the circumstances are fair and reasonable. Not sure if your situation qualifies? Just reach out and we'll take a look.
When a refund is not possible
Cryptocurrency payments. We can't refund crypto to the original payment method. We can offer account balance credit instead.
Deleted accounts. If your account was deleted while a service was still active, the remaining period is non-refundable.
Residential Proxies & Rotating Mobile Proxies. Refunds aren't available if more than 100 MB of allocated data has been used, and no connectivity or service issue has been confirmed.
ISP Proxies, Mobile Proxies, Datacenter Proxies, IPv6 & Sneaker Proxies. Refunds aren't available if no connectivity or service issue from the list above has been confirmed.
Residential & Rotating Mobile Proxies - subscription or manual renewal. Not available if more than 100 MB of the new allocated data has been used.
ISP, Mobile, Datacenter Proxies, IPv6 & Sneaker Proxies - subscription renewal. Not available if the request is made 72 hours or more after the renewal charge, or traffic usage exceeds 500 MB.
ISP, Mobile, Datacenter Proxies, IPv6 & Sneaker Proxies - manual renewal. Not available if the request is made 24 hours or more after the renewal charge, or traffic usage exceeds 500 MB.
Still have questions? Our support team is ready to help. Get in touch via live chat and we'll sort it out together.