Refunds, the DoubleProx Way

Last updated: September 25, 2026. Plenty of proxy shops print "all sales final" and walk away. We think that is lazy. If a line we sold you does not do what we said it would, you should not be stuck paying for it. This page lists exactly when you get money back, when you get time back, and the few cases where neither applies. It is part of our Terms of Service, and it is the rule support follows every time you ask.

Rule one: your first order has to work

Order a new line and it does not perform as described? Tell support within 24 hours of purchase. We will try to fix it, or move you to a working metro or carrier. If none of that gets you a working line, you get a full refund of that order.

Rule two: our outage, your time back

If a line goes down because of our hardware or our network, we extend your plan by at least the time you lost. If you notice it has not been applied, ping support and we will sort it.

Downtime here means our side of the chain: a device we operate, its power or connectivity, or our own network. The extra time is added to the end of your current plan period.

Rule three: unspent balance is still your money

Money sitting in your account balance that you have not spent can be refunded on request within 30 days of the top-up. Where it goes depends on how it came in:

• card and PayPal top-ups go back to the original payment method
• crypto top-ups are returned in the same coin, at the USD value that was credited to your balance, minus the network fee
• Zelle and bank wire top-ups are returned to the account that sent them, minus any bank fee

Rule four: renewals you did not mean

A plan renewed and you did not want it to? As long as the line has not been used since the renewal, ask within 24 hours of it and we reverse the charge to your balance. From there, rule three applies if you want the balance itself back.

What we cannot refund

Being fair runs both ways, so a few situations are not refundable:

• time you already used on a line that was working
• changing your mind after the first 24 hours
• accounts closed for abuse or for breaking our terms
• blocks or bans that a third-party platform applies to your accounts, because a platform's decision is not a fault in the line

How to get your refund moving

Email support@doubleprox.com or message @doubleprox_support_bot on Telegram. Include the order or the line you are asking about so we can find it fast. You will hear back within one business day. Once a refund is approved, we send it within five business days. Card and PayPal refunds can take a little longer to show on your statement because banks and PayPal run on their own clock.

The quickest wins usually come from reporting early. A line that misbehaves in its first hours is often a metro or carrier fit problem that support can fix by moving it, and if the move does not work, the first-order guarantee kicks in.

Chargebacks

Please come to us before you go to your bank. Most issues are settled faster through support than through a dispute. If a chargeback or payment dispute is opened, the account is paused until the dispute is resolved.

Why we do it this way

DoubleProx is built around rotation, and rotation only matters if the line underneath it is solid. Standing behind the hardware with real refunds keeps us honest about stock, carriers and metros. If you ever think we got a refund decision wrong, reply to the support thread and ask for a second look.

Questions