Replacement and Refund Policy

This English version is a translation provided for your convenience. The legally binding version of this document is the Russian original. If the two versions differ, the Russian version prevails.

This policy is part of the Terms of Service and explains what to do if a proxy does not suit you.

1. Free replacement within 24 hours

• Within 24 hours after purchase, you can replace an IP address free of charge if it does not work or is blocked by the website you need.
• Replacements are made on the order page in your account or through support. The number of replacements cannot exceed the number of addresses in the order.
• The new address is issued in the same country and of the same type for the remaining term of the order.
• If no suitable free addresses are available, support will offer an alternative or refund the unused days.

2. Unused days returned to your balance

If a proxy could not be replaced, or you no longer need the order for a reason related to the operation of the Service, the cost of the unused full days is returned to your balance. To request this, contact support with your order number. A decision is made within 2 business days.

3. Payment went through but no proxies were delivered

If proxies could not be delivered after payment (for example, the addresses ran out at the moment of payment), the full amount stays on your account balance. You can spend it on another order or have it refunded under section 4.

4. Refund of the remaining balance

The unused remaining balance is refunded upon a request sent to [email protected] from the e-mail address registered on your account. The refund is made by the same method that was used for payment within 10 days of receiving the request (Article 22 of the Russian Consumer Protection Law). Top-up bonuses, promo code bonuses and affiliate earnings cannot be withdrawn and can only be used to pay for services.

5. When refunds are not made

• for days when the proxies worked and were available to the Customer;
• for residential proxy traffic that has already been used;
• if access was blocked for violating the Acceptable Use Policy;
• if the address works but does not suit you because of a specific website's rules and the free replacement period has expired.

6. How to contact us

Telegram: https://t.me/truesocks, e-mail: [email protected]. Include your order number (for example, TS-843412) and describe the problem: which website the address fails to open and what error you see.