What is not refundable?

Mobile proxies, static and ISP IPs, IP Vault, VPS and servers, API usage and account balance. Free, bonus, commission and promotional credit is never paid out, and processing fees are not refunded.

What about 24-hour residential IPs?

They are refunded only when an IP does not work within 10 minutes of purchase, after we test it again. An IP that goes offline later is not refunded.

How does automatic renewal work?

Renewal of a rental pays from your account balance, or from the card that paid for it, and can be switched off at any time. Every purchase is a one-time payment. Questions? Use the contact page.

Refund Policy: 7-Day Refunds on Unused Bandwidth

In short

Unused rotating residential and rotating datacenter bandwidth: refundable within 7 days of purchase, at the price you paid.
Bandwidth you have already used: not refundable.
Everything else is not refundable: mobile proxies, static and ISP IPs, IP Vault, VPS and servers, API usage and account balance.
24-hour residential IPs: refunded only when an IP does not work within 10 minutes of purchase, after we test it again. An IP that goes offline later, for example because its home device is switched off, is not refunded.
Free, bonus, commission and promotional bandwidth or credit is never paid out.
Payment-processing fees and surcharges are not refunded.
Every purchase is paid in US dollars. Automatic renewal of a rental pays from your account balance, or from the card that paid for the rental, and can be switched off at any time.

These documents cover every Nefo product

Proxies

IP addresses

Servers

1. What we refund

Bandwidth you bought for rotating residential proxies or rotating datacenter proxies and have not used, when you ask within 7 days of the purchase it came from. This includes unused bandwidth in a reseller pool, and bandwidth allocated to reseller sub-accounts once it has been reclaimed to the pool.

We refund it at the per-GB price you actually paid, after any discount, minus payment-processing fees and surcharges. Bandwidth bought with your account balance is refunded to your account balance.

After those 7 days, unused bandwidth stays on your account and never expires, but it is no longer refundable.

2. What we do not refund

Bandwidth already used, on any product.
Mobile Proxy by the Day (4G/5G). A port is a fixed-term rental that is delivered when it is provisioned; its term runs whether or not you use it.
Static datacenter IPs and static residential ISP IPs, including renewals.
IP Vault IPs and vault bandwidth.
24-hour residential IPs, except one that does not work within 10 minutes of purchase (section 3). Each is a real home device and can go offline before its 24 hours if the device is switched off; that time is not refunded.
Cloud VPS, Mini VPS and dedicated servers, including renewals and time left when you cancel; Hourly VPS hours already billed.
API calls already made.
Your account balance (top-ups). It never expires and can be spent on any product, but it is not paid out in cash.
Free, bonus, referral, commission and promotional bandwidth or credit.
Payment-processing fees, card and PayPal surcharges, currency conversion and blockchain network fees.

3. When something does not work

Tell us through support. We fix or replace a mobile port, IP or server that does not work with a working one of the same kind for the rest of its term. If an order cannot be delivered at all, its full price goes back to your account balance automatically. IP Vault IPs that never come online are credited back to your balance automatically, and you can report a dead vault IP within 15 minutes of buying it for the same credit.

A 24-hour residential IP that does not work within 10 minutes of purchase can be refunded with its Refund button in your dashboard, or through the API. We test it again first and credit its price back to your account balance only if it is still not working.

4. Accounts closed for abuse

If we suspend or close an account for breaching the Acceptable Use Policy or the Terms of Service, nothing on it is refunded, including unused bandwidth and account balance.

5. Payment disputes and chargebacks

Please contact us before opening a dispute with PayPal, your card issuer or your bank; refundable amounts are simpler to settle directly. While a dispute is open we may pause the account. For a dispute about something already delivered, we send the payment provider our records of the order, its delivery and its use.

6. Your statutory rights

Our services start as soon as payment is confirmed: bandwidth is credited at once, and ports, IPs and servers are provisioned automatically, as section 8 describes. By buying, you ask us to start immediately. Nothing in this policy limits any right you have under mandatory consumer law in your country.

7. How to request a refund

Within 7 days of the purchase, write to [email protected] from your account email, or message us in the dashboard chat, and say how much unused bandwidth you want refunded. We confirm the amount, remove it from your balance and send the money back to your original payment method, usually within a few business days. For cryptocurrency payments we pay the USD value due to a wallet address you give us, minus network fees.

8. How orders are delivered

Nefo sells digital services; nothing is shipped. You buy online in your account, and once your payment is confirmed the service is activated in your dashboard, where you find your proxy credentials, IPs or server details. Card and PayPal payments are usually confirmed within moments; cryptocurrency payments once the network confirms the transaction.

Rotating residential, datacenter and mobile bandwidth: credited to your account immediately; you create proxy credentials in the Proxy Generator.
Mobile Proxy by the Day (4G/5G): the port is usually ready within a minute.
Static datacenter IPs and static residential ISP IPs: usually delivered within a few minutes.
IP Vault: IPs are added to your vault immediately.
24-hour residential IPs: delivered immediately, with their proxy details; each works for up to 24 hours.
Cloud VPS, Mini VPS and Hourly VPS: usually ready within minutes. Dedicated servers are ordered from the data centre after payment and can take longer, depending on the hardware; your dashboard shows the progress.

Some orders are held for a manual check, for example when the payer does not match the account, and are cancelled if the check fails. If an order cannot be delivered at all, its full price goes back to your account balance, as section 3 says.

9. Cancellation and automatic renewal

Every purchase is paid up front. Nothing is charged to your card or PayPal account again unless you place a new order, or a rental renews automatically as described below. A PayPal account is never charged again without a new order.
Bandwidth never expires, so there is nothing to cancel. Unused rotating residential and datacenter bandwidth can be refunded within 7 days, as section 1 describes.
Rentals (mobile ports, static and ISP IPs, VPS, Mini VPS and dedicated servers) end at the end of the term you paid for unless you renew them. Cancelling a rental, or letting it lapse, takes effect at the end of the paid term; time already paid for is not refunded.
24-hour residential IPs end 24 hours after purchase and cannot be renewed or extended; buy a new one when you need it.
Automatic renewal is available for static and ISP IPs and for VPS, Mini VPS and dedicated servers. It is on from delivery for static and ISP IPs, and off until you switch it on for servers. It runs three days before expiry, paying from your account balance. A card that paid for a rental is kept to renew it, and you can also save a card in Billing. If the balance is short, the missing amount (at least $1) is charged to the saved card in US dollars and you are emailed. A card is kept only after your bank verified it with 3-D Secure, and never a phone-wallet card (Apple Pay, Google Pay). Switch automatic renewal off on the product's page, or turn off "Pay renewals with this card" or remove the card in Billing, at any time; any of these stops the next charge. Mobile ports bought for 3 days or longer also renew automatically from delivery, 12 hours before they end, for the length you choose (3 days or longer), paid the same way; shorter ones do not renew automatically.
Automatic top-up of residential bandwidth, if you switch it on, buys bandwidth from your account balance when your remaining bandwidth falls below the level you set. You can switch it off at any time, or ask support to.
Hourly VPS is billed each hour from your account balance; delete the server to stop billing.
To close your account, write to [email protected] from your account email. Closing an account does not refund what is on it, except as section 1 allows.

Questions about these documents? Write to [email protected]. To report abuse, write to [email protected].

Frequently asked questions

Unused rotating residential and rotating datacenter bandwidth is refundable within 7 days of purchase, at the price you paid. Bandwidth you have already used is not refundable.

Nefo Refund and Cancellation Policy