1. General rule
Because proxy traffic can be consumed immediately and crypto transfers cannot be reversed, payments are final once confirmed on-chain. We do not offer change-of-mind refunds for traffic that has already been provisioned or used.
2. Failed provisioning
If an order is paid but provisioning fails and cannot be completed, we will credit the full order amount back to your SecretProxy wallet. If the failure is caused by a provider outage, we may first offer to retry the order or switch you to a comparable pool. Wallet credit is automatic once the failure is confirmed, and our team can review any order that remains stuck.
3. Duplicate or incorrect payments
- Duplicate credits from the same payment are reversed or corrected in the wallet ledger.
- Overpayments may be credited to your wallet after review. Underpayments may require an additional payment before an order is fulfilled.
- Payments sent to the wrong address, on the wrong network, or after an invoice expires may be unrecoverable. Contact support with the transaction hash and we will investigate in good faith.
4. Wallet balances
Wallet funds are prepaid credits, not deposits, and are not normally withdrawable. If you top up by mistake and have not used the funds, contact support within seven days. We may, at our discretion, reverse the unused portion to the original payment method less network and processing fees.
5. Service issues
If a pool is materially unavailable or performs far outside its normal range, contact support with your order ID and evidence. Depending on the circumstances, we may extend traffic, credit unused gigabytes, or issue a proportional wallet credit. We do not refund traffic consumed during successful use.
6. Prohibited activity
Orders tied to prohibited activity under our acceptable use policy are not eligible for refunds. Accounts terminated for abuse forfeit remaining traffic and wallet balance.
7. How to request a review
Open Telegram support at @SecretProxySupport or email support@secretproxy.net. Include your account email, order ID, payment transaction hash, and a short description of the issue. We aim to respond within 24 hours. Never send your password or wallet seed phrase.
8. Chargebacks and disputes
Crypto payments generally cannot be charged back. If a payment processor reverses a transaction or a dispute is opened in bad faith, we may suspend the account and recover the related value, including from wallet balance, to the extent permitted by law.