This Refund Policy explains when and how N.R. Digital LLC ("VaultProxies") issues refunds. It is part of our Terms of Service. VaultProxies sells digital connectivity that is delivered instantly and consumed in real time, so most sales are final, but we deal with genuine problems fairly.
1. Account top-ups & balance
Your account balance is store credit, it has no cash value and cannot be withdrawn or paid back to money or cryptocurrency. Once a top-up is credited it is generally non-refundable. As a courtesy, we may refund a recent top-up to its original payment method, at our discretion, if all of the following are true: you request it within 7 days; little or no balance has been spent; and no plan or bandwidth purchased with it has been used. Promotional credits, bonuses and referral/affiliate credits are never refundable.
2. Per-GB bandwidth
Consumed bandwidth is non-refundable. If you bought a per-GB plan and have used little or none of it, you may request a refund within 7 days of purchase; we may refund the unused portion to your account balance, or to your original payment method at our discretion.
3. Time-based plans (unlimited / subscriptions)
Unlimited residential, datacenter and IPv6 plans are sold for a fixed period and activate immediately. Once a plan has started it is non-refundable and not pro-rated, because access is provisioned against upstream capacity at purchase. If a plan has been paid for but not yet started, contact us and we will help.
4. Cryptocurrency payments
Where a crypto payment is eligible for a refund, we issue it as account balance (store credit) rather than reversing the on-chain transaction, because exchange-rate volatility and network mechanics make crypto reversals impractical. We do not refund network/exchange fees.
5. Service failures (our fault)
If we fail to deliver a service you paid for, for example a sustained outage that breaches our published SLA, or a plan that could not be provisioned, contact us and we will make it right with a credit or refund of the affected amount. This does not cover issues outside our control (your configuration, a target site blocking you, your ISP, or use that violates the Terms).
6. Chargebacks
Please contact us before disputing a charge with your bank or card network. Filing a chargeback or payment dispute instead of contacting us may result in immediate suspension of your account and forfeiture of any remaining balance while we investigate. Fraudulent chargebacks are pursued.
7. How to request a refund
Email [email protected] (or /support) from the address on your account, within 7 days of the charge, with your account email, the invoice or transaction ID, and a short description. We aim to respond within 3 business days; approved refunds are returned to the original payment method (or as account credit where noted) typically within 5-10 business days, depending on the provider.
8. Your statutory rights
Nothing in this policy limits any non-waivable consumer rights you have under applicable law. Where such rights apply, they prevail over any conflicting term here.
9. Changes & contact
We may update this policy and will post the new version with a fresh "Last updated" date. Questions: [email protected]. See also our Terms of Service and Privacy Policy.