IPNera Refund & Money-Back Policy

1. Static ISP & Datacenter Proxies

Once dedicated static IPs (ISP and Datacenter Proxies) have been successfully allocated and delivered, they are generally non-refundable without valid cause.

Refunds may be requested under the following circumstances:

• The ordered service was not successfully delivered or provisioned.
• A duplicate charge or erroneous billing occurred.
• A verifiable technical failure occurs on the platform side and IPNera is unable to resolve it or provide an operable alternative service.

2. Rotating Residential & Mobile Proxies (Currently Unavailable / Applicable Upon Future Launch)

Special Notice: Residential and Mobile proxy services are currently not open for purchase. The provisions below specify the policy framework that will become effective once these products are officially launched in the future:

• Unused Traffic: If no proxy traffic has been consumed, you may request a refund within 24 hours of purchase.
• Consumed Traffic: Once traffic consumption has commenced, orders are generally non-refundable without valid cause.
• Platform Faults: If service becomes unavailable due to an internal technical failure on IPNera's platform, you may submit a request for manual review and refund evaluation.

3. Wallet Top-up & Wallet Purchase Refund Policy

For balance transactions conducted via the IPNera Wallet (Cash Balance & Bonus Balance), the following strict financial rules apply:

• Top-up Non-Refundable by Default: Wallet balance top-ups are non-refundable by default.
• Unconsumed Top-up Exception: A refund to the original payment method may only be requested if both the Cash and Bonus associated with that specific top-up transaction have never experienced any usage whatsoever (zero consumption across both components).
• Permanent Disqualification upon Usage: If any portion of a top-up batch (Cash or Bonus) has been consumed, that top-up transaction permanently forfeits eligibility for a top-up refund.
• No Reset via Subsequent Product Refunds: Even if a subsequent proxy product refund restores the wallet balance, it will not restore or reset the top-up refund eligibility for that consumed top-up batch.
• Cash Refund & Bonus Cancellation: Upon approval of an unconsumed top-up refund, only the eligible refundable Cash portion is returned to the original payment method, and any associated promotional Bonus is immediately revoked and cancelled.
• Wallet Purchase Refunds Credited to Wallet: Orders purchased using Wallet balance are strictly refunded back to the IPNera Wallet balance and will never be disbursed to external payment methods.
• Exact Restoration of Deducted Cash & Bonus: Approved refunds for wallet-paid orders restore the exact original Cash and Bonus amounts actually deducted during the purchase, rather than a blended or arbitrary proportion. For example, if an order actually consumed $2.00 Bonus and $3.00 Cash, exactly $2.00 Bonus and $3.00 Cash will be credited back to the respective balances.
• Consumption History Preserved: A product refund back to wallet balance does not erase or alter the fact that the underlying top-up batch was consumed, maintaining the top-up refund disqualification.

4. Non-Delivery & Duplicate Charges

Non-Delivery: If payment is completed but the service is not successfully delivered, you are entitled to a full refund or may choose immediate re-delivery.

Duplicate Charges: Any confirmed duplicate or erroneous payments will be refunded in full.

5. Abuse & Prohibited Uses Exclusion

If an account or proxy service is restricted, suspended, or terminated due to fraud, abuse, prohibited uses, or violation of our Terms & Conditions, the associated orders and remaining service balances are strictly non-refundable.

6. Refund Request Procedure

To request a refund, please contact IPNera Support via our official support email (support@ipnera.com) or the Contact page. Please provide the following details:

• Registered account email address
• Order number and purchase date
• Payment or transaction reference ID
• Detailed reason for the refund request
• Relevant error logs or technical details (if reporting a technical issue)

7. Review Timelines & Refund Method

Review Time: IPNera typically completes the review and processing of refund requests within 1–3 business days.

Refund Method: Approved refunds for direct payments (when available) are credited back to the original payment method used for the purchase. Approved refunds for orders paid via Wallet balance are credited directly back to your IPNera Wallet balance, restoring the exact Cash and Bonus amounts originally deducted.

Processing Time: The actual timeline for funds to reflect in your external payment account depends on the processing speed of your payment gateway, bank, or card issuer. Wallet balance restorations take effect immediately upon review approval.

8. Third-Party Fees, Currency & Disputes

Third-Party Fees & FX: Where payment processors, banks, or foreign exchange conversions incur non-refundable transaction costs or exchange rate differences, IPNera does not guarantee reimbursement of third-party variations.

Chargebacks & Disputes: If you have any questions or concerns regarding an order, please contact IPNera Support first so we can assist you. Malicious, fraudulent, or repetitive chargebacks may result in account restrictions.