Refund and Cancellation Policy

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This policy outlines the terms and conditions regarding refunds and cancellations for proxy services provided by Wergames OU (“Company,” “we,” “us,” or “our”). By using our services, you agree to the terms set forth herein. Please read this document carefully before you start using the service (as described in the Terms of Use and Service Level Agreement) for it will regulate the sensitive process of dispute settlement and moneyback questions that may arise out of the use of the services

1. Dispute Resolution.

If you encounter any issues regarding our services, you must first contact our Customer Support at support@froxy.com. We will aim to resolve disputes in a fair and timely manner, typically within 5 business days.
If a resolution is not reached, you may escalate the issue according to the dispute resolution process outlined in our Terms of Use and applicable EU consumer protection regulations.

2. Refund Policy.

2.1 Refund Eligibility

You may request a refund if one of the following conditions is met:

  • Duplicate payment: You accidentally made two (2) identical payments for the same service.
  • Unavailability of service: The service remains inaccessible for more than 72 consecutive hours, contrary to the Service Level Agreement (SLA).
  • Non-usage of a purchased package: You purchased a package but did not use any traffic or data transfer.
  • Cooling-off period:
    • If you are an EU consumer, you may request a refund within 14 days of purchase, provided that the service has not been used.
    • If service usage has begun, a pro-rated refund may be issued, deducting the portion of the service already used.

2.2 Pro-Rated Refund Calculation

If a pro-rated refund is applicable, it will be calculated based on the unused portion of your subscription, considering time usage.

The refund is calculated as follows:

Refund Amount = Total Subscription Fee × (1 - Days Used / Total Days in Billing Period ) - Applicable Fees

  • Example:
    • You purchase a 30-day subscription for $60 and cancel on day 10.
    • The remaining unused days = 20 days
    • Refund = $60 × (20/30) = $40 (before applicable fees).
    • If processing fees apply (e.g., $5 payment processor fee), the final refund is $35.

Important Notes on Pro-Rated Refunds:

  • Refunds do not apply if more than 50% of the service duration or data quota is used.
  • Processing fees (e.g., transaction or administrative costs) may be deducted.
  • Refunds are processed only to the original payment method within 5-10 business days.

2.3 Non-Refundable Cases

A refund will not be granted in the following situations:

  • The customer has used more than 50% of the purchased service duration or data package.
  • The customer violates the Terms of Use, Privacy Policy, or applicable laws.
  • The customer provided incorrect or fraudulent registration details.
  • The service was used for illegal activities.
  • Third-party service limitations: We are not responsible for connection quality issues caused by external Internet Service Providers (ISP) or other third-party limitations beyond our control.
  • Expired packages: Refunds are not granted for packages that have expired.
  • Trials and add-ons:
    • Trial purchases and add-ons are non-refundable once activated or used.
    • By purchasing, you acknowledge that you waive your right to a refund under EU Consumer Rights Directive 2011/83/EU.
    • This includes consumable add-ons (e.g., extra traffic, additional IPs).

3. Subscription Cancellation Policy

3.1 How to Cancel

You may cancel your subscription at any time through your account dashboard or by contacting our Customer Support.

3.2 Cancellation During Trial Period

  • If you cancel during a trial period, your subscription will not renew, and you will not be charged for the next billing cycle.
  • You can continue using the service until the trial period ends.

3.3 Cancellation During Active Subscription

  • If you cancel after the trial, your subscription remains active until the current billing cycle ends.
  • No partial or prorated refunds are provided for unused time after cancellation.

Important:
Cancellation does not take effect immediately; you retain access until your current billing cycle ends.

4. Contact & Support

For refund or cancellation requests, please contact our Customer Support: support@froxy.com

We aim to respond to all refund and cancellation inquiries within 48 hours.