> For the complete documentation index, see [llms.txt](https://docs.helodata.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.helodata.com/account-and-billing/refunds.md).

# Refund policy

## Article 1 — General

This policy applies to all users who purchase proxy IP services (the "Services") through Helodata's official channels. Please read this policy carefully before purchasing; payment constitutes your acknowledgement and acceptance of this policy.

## Article 2 — When a refund applies

A refund may be requested only in the following circumstance:

When, due to reasons attributable to the Helodata service itself, you are unable to use the purchased Services normally for **72 consecutive hours** — including but not limited to: core server outage, total unavailability of the IP resource pool, prolonged API non-response, or a major billing-system fault — and the issue has been verified and confirmed by Helodata's technical team.

## Article 3 — When refunds are not granted

Helodata does **not** grant a refund in any of the following cases:

1. The Services cannot be used due to your own configuration or operation, including but not limited to: incorrect API key usage, malformed parameters, local network conditions, or client-side proxy misconfiguration;
2. Changes to your business — adjustment, suspension, termination, pivot, or strategy change;
3. Your target website employs anti-bot measures, geo-blocking, or blocks specific IP ranges;
4. Your account is restricted or terminated for violating Helodata's Terms of Service, AUP (Acceptable Use Policy), or the laws and regulations of your jurisdiction;
5. You change your mind after having used part of the traffic or service period;
6. You request a refund for personal reasons, including but not limited to: mistaken purchase, finding an alternative, or price comparison and other subjective factors;
7. Short service interruptions caused by force majeure or an upstream provider fault (Helodata will compensate with bonus traffic or an extended service period rather than a cash refund);
8. Services obtained at less than full price through a promotion, discount, trial, or gift.

## Article 4 — Refund request procedure

1. Submit a refund request within **7 calendar days** of the incident, via the official ticket system or the support email;
2. Provide verifiable evidence with your request: account information, order number, the time window of the fault, and error logs or screenshots;
3. Helodata's technical and support teams will complete verification within **3 to 5 business days** of receiving the request;
4. The outcome will be communicated to you by email or ticket.

## Article 5 — Refund amount calculation

1. The refund amount is calculated pro-rata on the unused traffic or unused service period; consumed portions are non-refundable;
2. Fees charged by third-party payment channels, cross-border exchange-rate differences, bank charges, and the like are outside the scope of the refund and are borne by you;
3. For orders paid by cryptocurrency, only equivalent-value traffic compensation is supported in principle — no cash refund.

## Article 6 — Refund method and timing

1. Refunds are returned along the original payment path to your original payment account;
2. Refunds will be completed within **7 to 15 business days** of the confirmation notice; the final crediting time depends on the payment channel's processing speed;
3. If your original payment account has been closed or cannot receive funds, you must arrange an alternative; any resulting delay is borne by you.

## Article 7 — Miscellaneous

1. Helodata reserves the right of final interpretation of this policy;
2. Helodata may revise this policy in response to business adjustments, regulatory requirements, or changes in laws and regulations; revisions take effect upon publication on the official website;
3. Where this policy conflicts with a commercial contract you have separately signed, the separately signed contract prevails;
4. Disputes arising from this policy shall be resolved through friendly negotiation; failing that, they shall be submitted to a competent authority in the Hong Kong Special Administrative Region.