Once you get your ISP or Datacenter Proxies, you can request a replacement if something isn’t working as expected. Replacement is always the first step before a refund is considered.
This article covers how MarsProxies' replacement policy works, what qualifies, and what to expect depending on your plan.
The First 24 Hours
After receiving your proxies, test them as soon as possible. The first 24 hours is the main window in which you can request an ISP or Datacenter proxy replacement.
Here’s what qualifies for a replacement during this period:
Downtime or maintenance - if your proxies are temporarily unreachable due to downtime or scheduled maintenance on our end, we'll replace them when an alternative working range is available. If not, we’ll review your case for a refund.
Slow, failing, or underperforming proxies - if your proxies are connecting but performing below expectations due to slow speeds, frequent timeouts, or consistent failures, we'll investigate. If the issue is confirmed on our end, we’ll replace them. But if the replacement doesn't resolve it or you decline it, we'll look into a refund for your order.
Website incompatibility - if your proxies aren't performing as expected on a specific target site, our support team will test it first. If we can confirm the issue, no proof is needed from your side. Otherwise, we may ask for a screenshot or recording. If a compatible subnet is available for that site, we'll guide you to reorder with the appropriate extra requirement.
Software incompatibility - if the tool or software you're using isn't working correctly with your proxies, we'll do our best to verify it on our end. If it's not something we can test directly, we'll work with the information you provide.
High fraud score - if your proxies are flagged as high risk by fraud detection tools and you requested ‘Zero Fraud Score’ as a specific requirement at checkout, we'll verify the score and replace the affected proxies, up to three times. If we can't source a clean proxy after that, we'll look into a refund.
Wrong location selected - if you accidentally chose the wrong location at checkout, we can replace it to your preferred one as long as it's available.
ISP proxies classified as Datacenter or Commercial - if your ISP Proxies are showing up as Datacenter or Commercial type on IP lookup tools, we'll verify the classification. If the result doesn't match what you ordered, you're eligible for a replacement.
Incorrect location delivered - If the proxy location showing on IP lookup tools or Google doesn't match your order, we’ll replace your proxies.
Post-transfer subnet - if your proxies stopped working or changed behavior following a subnet transfer on our end, reach out to our support team. We'll verify it and process a replacement if confirmed.
After 24 Hours
You can still request a replacement after the first 24 hours, but only for specific confirmed issues:
Downtime or maintenance, if an alternative working range is available (if not, we’ll look into a refund)
Slow, underperforming, or failing proxies that we confirm as our issue
Proxies that we verify have been reclassified from ISP to Datacenter or Commercial type
Proxy location changed during your active subscription period
Proxy issues caused by a subnet transfer on our end
Replacement Limits by Plan
The number of replacements available for your active order depends on your plan type.
Plan | Limit | Notes |
1-day | 1 replacement | If the issue isn't resolved and no suitable proxy is available, we'll offer a full refund or a new order for the working quantity only. |
30-day | 1 within the first 24 hours, up to 3 if ‘Extra Requirements’ were enabled at checkout | If you decline the replacement or it doesn’t resolve the issue, we’ll look into a refund for your order. |
90-day | Up to 3 replacements | 1 replacement per 30-day period |
If you extend your ISP or Datacenter Proxies order, you can request additional replacements based on the duration of your extension.
Extension | Limit | Notes |
30-day | 1 replacement | If the replacement doesn't resolve the issue, we'll look into a refund for your order. |
90-day | Up to 3 replacements | Can be used at any point during the extension period |
When the Replacement Limit Is Reached
If you've used all available replacements and the issue is still unresolved, we'll review your case under our Refund Policy. In case a subnet transfer affects your order and no suitable proxy can be found after three replacement attempts, we'll issue a partial refund for the unused period.
Cryptocurrency payments are always refunded as account balance credit.