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Refund and replacement policy · v2 · 2026-10

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. Support reviews the original payment and payout details; Portproof does not require KYC or KYB documents.
  • 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)

Own-network ports:

  • 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:

  • A partner-network port that does not work within 24 hours of delivery is replaced, or refunded in full to your wallet when no replacement is available.
  • After those 24 hours there is no refund: a device that stops working is replaced in the same country when stock allows, and the carrier may differ. The remaining term carries over to the new device.
  • A pro-rata refund for the rest of a term is decided by support, case by case, and credited to your wallet.
  • Auto-renew from the wallet is on by default. Switching it off, or cancelling, ends the port at the end of its term; there is no grace period after that date.
  • When a partner-network port cannot be set up right after payment, it waits: for up to 24 hours while the partner network is short of devices, and until it is confirmed or checked by us while a purchase is still being confirmed. A port that cannot be delivered is refunded to your wallet, or to the original payment method when nothing in the order could be delivered.

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, 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. Partner-network ports can wait longer for delivery, as section 2 describes. A digital order whose purchase result is still being confirmed stays on hold until that result is reconciled, so it is not purchased or refunded twice.

Customer-requested cancellations and refunds for SMS numbers go to the owner for review. Eligibility follows the current service conditions, and any refund is confirmed after it has been processed. An installed eSIM cannot be removed from your device by a dashboard refund. Contact support with the order number for review of other digital-service issues; this does not limit your statutory rights.

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; you also acknowledge that the withdrawal right ends once the service has been fully supplied with your express consent. Starting an ongoing service does not by itself remove that right. If you withdraw after requesting an early start, applicable law may allow a proportionate charge for the service already supplied. These rules also apply to eSIM and SMS services where relevant. Unused wallet credit stays refundable under section 1 regardless.

6. How to ask

Confirm your account email, then submit a refund request in the dashboard with the order or payment reference. Every customer request is reviewed by the owner before a refund is arranged. Portproof does not require KYC or KYB documents. You can contact support@portproof.org for help with a request. Approved refunds appear in your payment or wallet history. 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.