Withdrawal & Refund Policy

Our products are digital services. They are activated immediately after a successful payment and are made available in your dashboard, and where applicable via your linked Discord account. Once the withdrawal period has expired, once the service has been supplied in full, or where no right of withdrawal exists at all, the following applies.

1. No general right to a refund. Access, rental days and data are made available to you the moment you order and cannot be returned. Buyer's remorse, a change of project, a blocked target site, ordering the wrong product or simply not using what you bought are not grounds for a refund.
2. Goodwill: account balance only. If you are unhappy with the service, contact us first — in most cases we can resolve the issue, replace IPs or reconfigure your setup. If no solution is found, the most we will do is credit part of the unused portion to your prepaid account balance, at our discretion and as a one-off. Such a credit is voluntary, is granted as balance for future orders, and is not returned to your card, wallet or crypto address. It does not limit any statutory claim you may have.
3. Target site blocking. Some websites classify proxy or VPN traffic as unwanted and restrict access. We therefore cannot guarantee uninterrupted access to any particular third-party site, and the inability to reach a specific site is not in itself a defect of our service. This does not affect your statutory rights where our service itself is defective.
4. Defects. If the service is defective, your statutory rights under §§ 327 et seq. BGB apply in full, including supplementary performance, price reduction, termination and damages. These rights are not limited by this policy.
5. Fraud and tax evasion. Payment and location data is screened automatically for indications of fraud, for example attempts to evade the applicable VAT or the use of unauthorised payment means. Where an order is rejected on that basis, we refund the payment and revoke access. You may ask us to review such a decision at any time; see section 4.7 of our privacy policy.

Your rights against your bank or payment provider, including the right to dispute a payment, are statutory and are not restricted by this policy.

We would nevertheless ask you to contact us first. A chargeback costs both sides time and fees, and most issues are resolved faster by email or live chat. If a chargeback is raised for a service that was in fact delivered as agreed, we reserve the right to claim the resulting costs and to suspend the account until the matter is settled.

Statutory refunds — that is, refunds owed after a valid withdrawal, following a rejected order, or arising from your rights in the event of a defect — are made using the same means of payment you used for the original transaction, unless we expressly agree otherwise with you. You will not be charged any fee for the refund itself.

Voluntary goodwill credits are granted exclusively as credit on your prepaid account balance. They can be used for any future order with us, they are not paid out, and they are not transferred to your card, wallet or crypto address. Section 4 of our General Terms and Conditions sets out how the account balance works.

Cryptocurrency payments, where a statutory refund is owed, are refunded to a wallet address you provide, in the same asset. Because exchange rates fluctuate, the fiat value at the time of the refund may differ from the value at the time of payment; where a refund is owed to a consumer following a withdrawal, we refund the amount actually paid in euro terms.

The account balance is prepaid credit for our services. It is not a deposit, and we do not pay it back on demand while you are still our customer. A top-up is charged once to your card or paid in cryptocurrency and is not returned to that card, wallet or crypto address afterwards. You confirm this in the top-up form before each top-up.

Amounts you topped up yourself do not expire. If you end the contractual relationship, we pay out the remaining balance on request by bank transfer to an account you provide, less the transaction fees actually incurred for the original payment and for the payout. Credit we granted free of charge — referral, promotional or goodwill credit — is not paid out and expires when the account is closed.

If you are a consumer, the top-up is itself a distance contract. Your statutory 14-day right of withdrawal applies to it for as long as the credit has not been spent, and it cannot be waived. Where you withdraw from a top-up, we reimburse the unspent amount using the original means of payment; cryptocurrency top-ups are reimbursed to a wallet address you provide. Credit you have already spent on services is settled under the rules for those services above.

Withdrawal and cancellation are two different things. Withdrawal unwinds a contract within 14 days of conclusion. Cancellation ends an ongoing subscription for the future.

You can cancel a subscription at any time with effect from the end of the current billing period in your billing settings, or in text form by email to hey@seamlessproxies.com. See section 5 of our General Terms and Conditions.