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Effective Date: May 2026

This Refund Policy applies to refund requests for proxy IPs, traffic, IP packages and other related services purchased through the Gooproxy platform.

By purchasing or using Gooproxy services, you acknowledge that you have read, understood and agreed to this Refund Policy.

Gooproxy provides dynamic residential proxies, static residential proxies and other proxy IP related services. As different products differ in resource attributes, delivery methods and billing models, refunds will be handled based on the specific product and actual usage.

Unused Products

For products that have been purchased but not yet extracted, connected or actually used, customers may submit a refund request. After Gooproxy verifies that the product has indeed not been used, a refund may be issued based on the amount actually paid.

Partially Used Products

For products that have been extracted or partially used, Gooproxy will calculate the refundable amount based on actual usage.

Refundable amount = Amount actually paid − Fees for used resources − Non-refundable fees incurred.

The specific refund amount is based on Gooproxy's backend order records and actual usage records.

Fully Used Products

For products that have been fully used, fully extracted, or whose service period has ended, refunds are generally not supported.

Proxy IPs are real-time network resources. Once an IP has been extracted or used, resource occupation, bandwidth consumption, service costs and upstream resource fees may have already been incurred.

Therefore:

• IPs that have been successfully extracted and actually used do not count as unused resources;
• Resources with connection, traffic or other valid usage records will be refunded based on actual usage;
• Issues caused by the customer's own devices, software, network environment or misconfiguration will not automatically be deemed Gooproxy service failures;
• If a customer finds an IP abnormal, they should contact customer service promptly for testing and handling.

Gooproxy will investigate related issues based on order information, IP status, connection records and technical test results.

If a customer believes the purchased proxy IP has any of the following issues, they may contact Gooproxy for after-sales handling:

• The IP cannot connect normally;
• The IP significantly differs from the order description;
• The IP is abnormal or unavailable;
• Other service quality related issues.

When submitting a request, the customer may need to provide:

Order number · Product type · IP/proxy account · Usage time · Error message · Test results or screenshots

Gooproxy will conduct technical verification based on the actual situation.

If it is verified that the service issue was caused by Gooproxy or its resource providers, the platform may, depending on the circumstances, offer: IP replacement / service period compensation / account balance compensation / partial refund / full refund.

The specific handling method will be determined based on the nature of the issue, its impact and the product type.

The following situations are generally not covered by refunds:

• The product has been used normally or fully used;
• The customer no longer needs the service after purchase due to changes in their own business;
• The customer failed to configure the proxy correctly according to the product instructions;
• The customer's own network environment prevents connection;
• The target website or third-party platform restricts the use of the proxy IP;
• Usage issues caused by the customer's own account, devices or software;
• Service restrictions caused by the customer's violation of applicable laws and regulations, third-party platform rules or Gooproxy usage rules;
• The product has exceeded its valid service period;
• The product naturally expired due to the customer's failure to use it in time;
• Temporary service interruptions caused by force majeure or abnormal third-party network services;
• The customer has already received corresponding compensation through other channels;
• Other circumstances verified as outside Gooproxy's service responsibility.

Even if refund conditions are not met, Gooproxy will still provide technical troubleshooting and solutions based on the actual situation.

For top-up balances in customer accounts, refunds will be handled based on the actual usage of the balance.

Unused Balance

If the account balance has not been used to purchase, extract or use any product, the customer may submit a refund request. After approval, in principle the refund will be based on the amount actually paid by the customer.

Used Balance

If the top-up balance has been used to purchase proxy IPs, packages or other services, the consumed amount is not part of the unused balance. For the remaining unused balance in the account, Gooproxy will calculate based on actual account records.

Bonus Balance

Bonus balances, reward amounts or other amounts not actually paid by the customer obtained through promotional activities are generally not refundable.

For example: a customer tops up USD 500 and the platform additionally grants USD 100 through a promotion, making the account balance USD 600 in total. If the customer qualifies for a refund, in principle only the actually paid USD 500 will be refunded, and the granted USD 100 will not be included in the refund amount.

For products purchased through promotional offers, discounts, recharge bonuses or other promotions, refunds will be calculated based on the amount actually paid and actual usage.

If the order includes any of the following promotional benefits:

• Bonus balance;
• Bonus traffic;
• Bonus IPs;
• Extended service period;
• Discount amounts;
• Other promotional benefits;

When processing the refund, Gooproxy may deduct the value of used or generated promotional benefits in accordance with the promotion rules.

The promotion rules displayed on the purchase page at the time of purchase shall prevail.

Customers may submit refund requests through Gooproxy's official customer service channels.

A refund request usually needs to include:

• Account information;
• Order number;
• Refund reason;
• Refund scope or amount;
• Payout account information.

Refund Process

Submit request → Order verification → Usage review → Confirm refund amount → Initiate refund → Received via original payment channel

Gooproxy will review the request after receiving a complete refund application.

If the order involves large transactions, enterprise customers, bulk IPs, long-term packages or third-party resource verification, the review time may be extended as appropriate.

If additional materials are required, Gooproxy will contact the customer via the contact information provided by the customer.

Refunds are, in principle, made via the original payment path.

• Bank card: refund via the original payment channel;
• Third-party payment: refund via the original payment channel;
• Other payment methods: determined by the actual payment channel.

If the refund cannot be completed via the original payment channel, Gooproxy will discuss other feasible refund methods with the customer.

The refund arrival time may be affected by the processing time of banks, payment institutions, acquiring institutions and other third parties.

If the refund is caused by a Gooproxy service issue, the platform in principle will not charge the customer additional refund handling fees.

If the refund is due to the customer's own reasons and payment channel fees, bank fees, exchange fees or other third-party fees have been incurred during the refund process, the actually incurred fees may be deducted from the refund amount.

Customers should ensure that the account, order and payout information provided to Gooproxy is true and accurate.

If a refund fails, is delayed or incurs additional costs due to incorrect information provided by the customer, the customer shall bear the corresponding responsibility.

Customers must not obtain improper refunds through:

• False orders;
• Forged usage records;
• Malicious chargebacks;
• Fraudulent refunds;
• Other improper means.

If abnormal refund behavior is found, Gooproxy has the right to suspend the processing of the related account or order and conduct further investigation.

After the refund is completed, the products, account balance or related service rights corresponding to the refunded amount may become invalid simultaneously.

If the product for which the customer requested a refund is still in use, Gooproxy has the right to suspend or terminate the corresponding service after confirming the refund plan.

Customers must not continue to use refunded products or services after the refund is completed.

If a customer disagrees with the refund result, they may submit a review request through Gooproxy's official customer service channels.

Gooproxy and the customer should first resolve the dispute through friendly negotiation.

If the parties have separately signed a service contract, procurement contract or other written agreement with special provisions on refunds, such special provisions shall prevail.

Gooproxy may update this Refund Policy based on changes in business models, product types, payment methods and applicable laws and regulations.

The updated policy will be published on the Gooproxy official website or relevant product pages.

For orders already completed, in principle the refund policy applicable at the time of purchase shall apply, unless otherwise required by laws and regulations or agreed by both parties.

This Refund Policy is part of the Gooproxy Terms of Service and related order rules.

If some provisions of this policy are deemed invalid or unenforceable, the validity of other provisions is not affected.

This Refund Policy takes effect from May 2026.