Refund Policy

1. What this policy covers

The Service is sold on one plan: $9.99 per month or $99.99 per year. Team seats are free, so there is nothing to refund for a seat. This policy covers subscription charges for that plan and purchases made in the in-app proxy marketplace.

"You" means the account holder whose payment method was charged. "First charge" means the first subscription payment taken when your trial ends.

2. The 7-day trial

Your subscription begins with a 7-day trial. The trial starts when you check out, choose the monthly or yearly price and add a payment card. You are not charged during the trial.

If you cancel before the trial ends, you are not charged at all and no refund is needed. If you do not cancel, the first charge is taken automatically when the trial ends, at the monthly or yearly price you chose.

One trial per person, enforced per account and per payment card. If a card has already been used for a trial on another account, the new trial is refused: as soon as we learn of the card — after checkout completes — the subscription is cancelled and nothing is charged. You may subscribe again without a trial; that later charge is a first charge under section 3.

3. The 14-day money-back guarantee

You may request a full refund of the first charge within 14 days of the date that charge was taken. This applies to both the monthly and the yearly plan.

The 14 days are counted from the first charge, not from the day you created your account or started the trial. A request received after the 14th day is outside the window and is not eligible.

When we issue a refund under this section, we also cancel the subscription and your access to paid features ends on the day the refund is issued.

4. How to request a refund

To request a refund:

• Email [email protected] from the email address on your account. Include the account email and, if you have it, the Stripe receipt or the date of the charge. You can find your receipts under Billing in the web dashboard.

What happens next

We check that the request is within the 14-day window and that none of the exclusions in section 5 apply. You do not need to give a reason. We confirm the outcome by email to your account address.

5. What is not refundable

We do not refund:

• Renewal charges. Only the first charge after the trial is covered. Monthly and yearly renewals are not refunded, in full or in part.
• Partial periods. If you cancel part-way through a paid month or year, you keep access until the end of the period you paid for, and the unused time is not refunded.
• Charges taken when you subscribe again after a previous subscription ended. You do not get a second trial, and the charge taken at that checkout is not a first charge under section 3.
• Charges on an account we terminated for breaching the Acceptable Use Policy at /acceptable-use, even if the request would otherwise fall inside the 14-day window.
• Proxy marketplace purchases once the allocation has been delivered (see section 6).

6. Proxy marketplace purchases

The in-app proxy marketplace resells proxy allocations supplied by third-party providers. An allocation is a consumable resource that is committed to you with the provider at the moment it is delivered. The provider receives a pseudonymous identifier derived from your account id so it can attach the allocation to you; we do not send it your name or email.

If fulfilment fails and the allocation is never delivered, we refund the purchase in full to your original payment method automatically; you do not need to request it. If our payment processor rejects the automatic refund, we issue it by hand. If a refund has not reached you within 10 business days of the failed purchase, email [email protected].

Once an allocation has been delivered, the purchase is final and is not refundable, whether or not you go on to use it.

7. How refunds are paid

All refunds are issued through Stripe to the original payment method. We cannot send a refund to a different card or account.

A refund typically appears on your statement within 5 to 10 business days after we issue it. The exact timing depends on your bank or card issuer, which we do not control.

8. Chargebacks

If you believe a charge is wrong, please contact us at [email protected] before disputing it with your bank or card issuer. Most billing questions can be resolved directly and faster than a chargeback.

A chargeback filed for a charge that is eligible under this policy will be treated as a refund request.

9. Relationship to the Terms of Service

This Refund Policy is incorporated into and forms part of the Terms of Service at /terms. If this policy and the Terms conflict on the subject of refunds, this policy applies. The governing law and dispute resolution provisions of the Terms apply to this policy.

How we handle the personal data involved in a refund, including your account email and Stripe customer records, is described in the Privacy Policy at /privacy.

10. Changes to this policy

We may update this policy. When we do, we will post the updated version with a new date and, for changes that narrow what you may do or reduce your rights, notify account holders by email before they take effect. The date at the top of the page shows when it last changed. A change does not reduce the refund rights that applied to a charge already taken.

11. Contact

Velocity Digital Labs LLC, 131 Continental Dr, Suite 305, Newark, DE 19713, USA.

Refund and billing questions, and legal notices: [email protected].

Privacy requests and account deletion: [email protected]. To delete your account, email [email protected] from the address on the account; we delete your data within 30 days except where law requires retention.

Security vulnerability reports: [email protected]. See our security disclosure page at /security.