Refund Policy

Last updated: September 25, 2026. A lot of proxy vendors ship a one-line refund policy: "all sales final". We think a line that fails on arrival deserves better handling than that. Here is how refunds work at NeonProxies, laid out as a set of conditions and results so you can reason about it the way you would reason about an API contract. This policy is part of the NeonProxies Terms of Service.

If a new line fails on arrival

Buy a line, run your first test, and it does not behave as described? Report it within 24 hours of purchase. Support first tries to fix it or migrate it to a working metro or carrier. If that does not produce a working line, you get a full refund of that order.

If we cause downtime

When our hardware or our network takes a line offline, the plan gets extended by at least the downtime. Normally that is applied for you. If you check your plan and the extension is not there, ask support and it will be added.

Our side means the parts we own: the device, its power and connectivity, and our network. Extensions land at the end of your current plan period, so your paid runtime is never shorter than what you bought.

If you have balance left over

Balance you have not spent can be refunded if you ask within 30 days of that top-up. The route back depends on the route in:

• card or PayPal: back to the original method
• Bitcoin, USDT or Ethereum: paid out in the same coin at the USD value credited to your balance, network fee deducted
• Zelle or bank wire: back to the sending account, any bank fee deducted

If a plan renews by accident

Forgot to switch off a renewal? If the line has had zero use since the renewal and you ask within 24 hours of it, the renewal is rolled back to your balance. You can then request that balance under the section above. The unused condition matters: if traffic has already gone through the line after the renewal, the new period has started and this path no longer applies.

Edge cases that return false

Some requests are outside the policy. They are listed here so nobody is surprised. The logic behind them is simple: the refund paths above exist to correct failures on our side, and none of these is one. A working line that did its job, or a target site deciding it does not like your traffic pattern, is not a defect we can refund.

• time already used on a line that was working
• a change of mind once the first 24 hours have passed
• accounts closed for abuse or terms violations
• blocks or bans set by third-party platforms; a platform's decision is not a fault in the line

Filing a request

Send an email to support@neonproxies.com or a message to @neonproxies_support_bot on Telegram, with the order or line in question. We reply within one business day. Approved refunds go out within five business days. Card and PayPal refunds can take longer to land in your account because the bank or PayPal settles them on its own timeline.

Good bug reports get faster answers. Include the endpoint, when the failure started and what your client saw, such as a timeout, a refused connection or a wrong geolocation. That gives support enough to decide quickly between a fix, a metro or carrier move, or a refund.

Chargebacks

Open a support thread before opening a dispute with your bank; it is almost always the faster path. While a chargeback or payment dispute is open, the account stays paused until the dispute is resolved.

Questions