Refund and replacement policy · v1 · 2026-09

Refunds

Short version: unused whole GB and unused credit come back within 14 days, a failed provisioning is refunded automatically, and nothing is provisioned without your say-so.

1. Wallet credit: the 14-day unused-credit rule

• Credit you topped up is refundable to the original payment method for 14 days after the top-up, as long as it has not been spent.
• Partially spent top-ups are refunded for the unspent remainder within the same window. First in, first out: the oldest credit is treated as spent first.
• After 14 days credit is spent on services; it does not expire while the account is active. On account closure the remaining balance is paid out within 30 days after an identity check.
• Affiliate commission and SLA credits are service credit, not money: they are not paid out except through the affiliate payout rules.

2. Dedicated ports (limited availability)

• 7-day pro-rata refund on the first monthly port; unlimited replacements on the same carrier.
• Replacement means a new port on the same carrier and country within one business day; the remaining term carries over. There is no limit on replacements when the port fails health checks.
• Cancellation inside a term ends the port at term end; the unused days are not refunded except under the first-port rule above.
• Partner-network ports: the same replacement rule applies; if the upstream source cannot deliver, the item is refunded to the wallet.

3. Proxy traffic

Unused whole gigabytes are refundable within 14 days of the purchase, to the original payment method or to your account balance. The refunded gigabytes are removed from your balance first, then the money is returned. Gigabytes that are not refunded stay on your balance: GB never expire. The trial is not refundable once traffic has been used.

4. Failed provisioning

If the fulfilment worker cannot provision an item after its retries (at most 15 minutes), the item is refunded automatically to the wallet, or to the original payment method when the whole order failed. You are emailed; no request is needed.

5. Consumer right of withdrawal

Consumers in the EU have a 14-day right of withdrawal on distance contracts. At checkout you tick a notice asking Portproof to start the service immediately; once proxy traffic or a port is provisioned, the withdrawal right for that item is lost, as EU law allows for services fully performed with the consumer's express consent. Unused wallet credit stays refundable under section 1 regardless.

6. How to ask

Refund requests go through the dashboard or to support@portproof.org with the order number. Refunds to your account balance are instant. Cryptocurrency payments are refunded to your account balance at once, or to a wallet address you confirm within 10 business days after approval. Provider fees are not deducted.

Disputes: terms of service, section 11.