Refund Policy

Our Commitment to You

At SfProxy, operated by Simona Mutinova (sole trader registered in the Czech Republic), we are confident you will love our service. However, we understand that sometimes things do not work out as expected. This refund policy is designed to be fair, transparent, and fully compliant with EU consumer protection directives and Czech consumer law (Act No. 634/1992 Coll. on Consumer Protection).

1. Right of Withdrawal (EU Consumer Right)

To exercise your right of withdrawal, you must inform us of your decision by an unequivocal statement (e.g., by email to refunds@sfproxy.org). You may use the model withdrawal form below, but it is not obligatory.

2. 24-Hour Money-Back Guarantee

How to Request (24-Hour Window):

• Email refunds@sfproxy.org with your order number
• Include "24-Hour Refund Request" in the subject line
• Refund processed within 2–4 business hours
• Funds returned to original payment method within 5–7 business days

3. Extended Refund Period (7 Days)

For purchases within the first 7 days, we offer refunds based on fair usage:

Eligible Reasons:

• Technical issues that we could not resolve
• Service not compatible with your needs
• Performance not meeting advertised speeds
• Connectivity or reliability problems
• Any dissatisfaction with service quality

Refund Amount:

• Up to 3 days used: 100% refund
• 4–7 days used: 75% refund
• Over 7 days: Pro-rated refund (see Section 4)

4. Pro-Rated Refunds (After 7 Days)

For monthly and 3-month plans used beyond 7 days, we offer pro-rated refunds:

Eligible Circumstances:

• Unresolved technical issues affecting service quality
• Extended service downtime (beyond our 99.9% uptime guarantee)
• Service not meeting documented specifications
• Any reasonable dissatisfaction with continued service

5. Service Credit Option

Instead of a cash refund, you may choose to receive 125% service credit applicable to:

• Upgrading to a different proxy type (mobile to server or vice versa)
• Extending your current subscription
• Purchasing additional proxies
• Future plan renewals

Example: $100 refund = $125 service credit

6. Downtime Compensation

If our service experiences downtime below our 99.9% uptime guarantee:

• 99.0–99.9% uptime: 5% credit of monthly fee
• 95.0–98.9% uptime: 10% credit of monthly fee
• Below 95% uptime: 25% credit of monthly fee
• Extended outage (24+ hours): Full refund option available

7. Plan Switching & Upgrades

You can switch between plans or proxy types at any time:

• Upgrading: Pay the difference; previous plan credit applied
• Downgrading: Receive credit for unused time on current plan
• Switching types: Pro-rated credit toward new proxy type

8. Exceptions & Fair Use

Refunds may be denied or limited in cases of:

• Excessive or abusive refund requests (e.g., repeated purchases and refunds)
• Violation of our Terms of Service or Acceptable Use Policy
• Use of our service for illegal activities
• Fraudulent payment or chargeback attempts
• Account sharing or reselling of services

First-time customers in good standing will always receive fair treatment in accordance with Czech and EU consumer protection law.

9. Refund Processing Time

10. How to Request a Refund

Requesting a refund is simple and straightforward:

11. Chargebacks

Please contact us before initiating a chargeback. We are committed to resolving any issues fairly and quickly. Chargebacks:

• Incur additional processing fees that reduce your refund amount
• Result in immediate service termination
• May prevent future purchases

Our refund policy is designed to be more favorable than most chargeback outcomes. Please contact us first and we will resolve your concern promptly.

12. Consumer Dispute Resolution

In the event of an unresolved dispute, as required by Czech and EU law, you may submit a complaint to the Czech Trade Inspection Authority (Česká obchodní inspekce — ČOI), the competent out-of-court consumer dispute resolution body:

Online dispute resolution for EU consumers is also available via the European Commission's ODR platform: ec.europa.eu/consumers/odr

13. Contact Information