Refunds and After-sales Support
Answer inquiries related to refunds and after-sales support.
I. Refunds
1. Refunds for Dynamic Residential Proxy
Dynamic Residential Proxy products have clear refund eligibility criteria and after-sales compensation policies. Orders of Dynamic Residential Proxy with consumed traffic records are not eligible for refunds of any kind.
If no traffic has been consumed at all for your purchased Dynamic Residential Proxy, you may submit a refund review application by contacting customer support within 24 hours after order purchase. The platform will verify and process your application in accordance with relevant rules.
For verifiable user losses caused by platform system failures, the platform will prioritize compensation via traffic top-ups to safeguard user rights and interests.
2. Refunds for Static Proxy
Static Residential Proxy refunds are handled based on IP sub-items and delivery status. Once the IP resources corresponding to an order are delivered, refund applications will not be accepted. If the IP resources have not been delivered yet, users may cancel the order freely with no refund restrictions.
For delivered Static Proxy with abnormal IP performance, you may submit an IP replacement application by contacting customer support within 24 hours. After verification by the platform, we will prioritize replacing your proxy resources with ones of the same specification to resolve issues and minimize operational losses.
All refunds and resource replacements for proxy products are subject to the platform’s actual verification results, aiming to deliver fair, standardized and efficient after-sales support.
3. Refund Process
If you encounter network anomalies, IP failures or other issues with proxy products and need to apply for a refund, please submit your application following the process below within 24 hours of IP delivery, and we will process it step by step.
Submit Refund Application Please send your refund application to this email: [email protected]
Provide Issue Details Include the following information in your refund email:
- Your registered email address
- Proxy Order ID
- The problematic IP address
- Reason for refund
- Screenshots or other supporting evidence showing the malfunction
- Refund receiving account (must match the payment account)
Technical Verification Technical staff will reproduce the reported issue, investigate and identify the root cause, distinguishing between proxy resource failures, network connectivity problems and target website restrictions. The technical verification result will serve as the basis for subsequent after-sales solutions.
Solution Confirmation Once verification is complete, customer service will confirm the after-sales plan with you. Priority options include replacing IPs of the same specification, extending service duration, adding traffic, or processing refunds.
Completion of Handling After the confirmed solution is executed, the system will update product resources, order records and after-sales logs, marking the after-sales case as resolved.
II. After-sales Questions
1. Can I change IPs anytime after purchase?
It fully depends on the proxy type you purchased:
- For Dynamic Residential Proxy: IP rotation is available at any time. You may set scheduled IP rotation or rotation per request. Powered by a global IP pool of over 90 million IPs, it enables genuine worldwide IP rotation.
- For Static Residential Proxy or Static Native Proxy: IP cannot be changed arbitrarily. The core advantage of these products is permanent dedicated static addresses. If you need a new IP for business purposes, you generally need to purchase a new static IP node.
2. How does PuraRoute handle cases where an IP is blocked by the target website?
PuraRoute’s product architecture greatly reduces blocking risks at the source, but handling measures differ by proxy type:
- Dynamic Residential Proxy: Its core strengths are high anonymity and bypassing blocks. If the IP for your current request is blocked by the target website, simply send a new request through your proxy configuration. The system will immediately assign a brand-new residential IP from our high-quality pool of over 90 million IPs to keep your business running uninterrupted.
- Static Proxy: PuraRoute maintains long-term IP stability by offering exclusive clean private resources and enforcing anti-abuse rules to avoid blocks. Since static IPs are dedicated exclusively to you, permanent blocks triggered by your high-frequency operations on target websites cannot be automatically lifted. You can contact official customer service for troubleshooting and solutions.
3. Can I request an IP replacement when IP anomalies occur?
Yes. If you run into IP anomalies while using the proxy, you may reach out via our contact channels to submit an application by contacting customer support within 24 hours after IP delivery.
When submitting the application, provide the abnormal IP address, anomaly occurrence time, target website you accessed and corresponding error messages. Complete information helps the technical team locate issues efficiently. After receiving the details, technicians will reproduce and troubleshoot the problem.
If verification confirms the fault originates from the proxy resource itself, the platform will provide services including IP replacement.