Evaluation and refund policy

Terms are confirmed before payment

Before accepting an order, LivoProxy confirms the selected plan or custom quote, included traffic, billing period, applicable taxes, traffic validity, requested targeting, intended use, and any evaluation or refund terms in writing.

Evaluate suitability with a bounded workload

Customers should test representative public targets, countries, connection clients, session behavior, and concurrency before scaling. Availability and performance can vary by target, location, and time.

Standard refund eligibility

A self-service or standard-plan purchase may be eligible when all of the following conditions are met:

• The request concerns the customer’s first LivoProxy purchase.
• The request is submitted within 3 calendar days of the first payment.
• No more than 20% of the purchased traffic allowance has been used.
• The account has not been suspended or restricted for violating the Terms of Service or Acceptable Use Policy.
• The customer has not initiated a chargeback, payment reversal, or payment dispute.
• The customer has not previously received a LivoProxy refund.

Meeting these conditions permits a review; it does not require a refund where fraud, material misrepresentation, or prohibited use is identified.

Custom and enterprise orders

Custom routes, dedicated capacity, enterprise plans, and orders with negotiated terms follow the accepted quote or written agreement. Those terms may replace this standard policy where they explicitly say so.

How to request a refund

Contact support from the email or account associated with the purchase. Include the account identifier, payment date, order reference, reason for the request, and sanitized technical evidence. Do not send passwords or full proxy URLs.

Processing time

Approved refunds are initiated to the original payment method. Banks and payment providers may take up to 15 business days to complete the credit after approval.

Service problems

Report the account identifier, timestamps, affected country, connection method, and sanitized error details. Never send passwords or full proxy URLs in an unsecured message. LivoProxy will review whether the issue falls within agreed service terms.

Misuse and suspension

Orders associated with prohibited activity may be suspended or terminated according to the acceptable-use and order terms. Prohibited use does not create refund eligibility.

Contact

Questions about an evaluation or order should be sent to support@livoproxy.com or the published support channel before purchase.