Refund Policy

1. What this covers

This policy covers money paid to SAM IT PARK for ProxyHub services (proxyhub.bd). It should be read with the Terms of Service.

Proxies are a digital service delivered immediately. Once an address is issued it is taken out of stock and cannot be sold to anyone else for that period, which is why refunds are limited to the cases below.

2. When we refund

We refund in full where the fault is ours:

• We could not deliver the service you paid for.
• The service did not work from the start and our support could not fix it or replace the address within a reasonable time.
• You were charged twice for the same order, or charged after cancelling.
• A payment was taken but no service or invoice exists against it.
• We stop offering a service, or an upstream partner withdraws it, mid-term. Here we refund the unused part of the period.

Ask within **72 hours** of the payment for the first two cases. Duplicate and mistaken charges are refunded whenever they are found.

3. When we do not refund

• Change of mind after the service has been delivered and used.
• Traffic already used on a bandwidth plan.
• A website, platform or app blocking or banning our address. Proxies are sold as working addresses, not as guaranteed access to any third party.
• Your own configuration, script or software not working.
• Part of a billing period after a mid-term cancellation, unless the cancellation was ours.
• A service suspended or terminated for breaking the Acceptable Use Policy or the law. No refund is given in that case.
• A service terminated for non-payment. The unpaid invoice for it is cancelled instead.
• Setup or one-off fees, once the work has been done.

4. Faulty or dead addresses

Tell us before asking for a refund and most problems are solved faster than a refund could be processed:

• Open a ticket with the address, the port, what you tried and what happened.
• We test the address ourselves. If it is faulty we replace it at no cost, normally the same day.
• Where a replacement is not possible and the service cannot be made to work, we refund the affected addresses for the unused part of the period, or add the amount to your account balance if you prefer.

5. How to ask for a refund

• Open a ticket from the client area, or email support@proxyhub.bd.
• Give the invoice number, the payment date and the reason.
• Send it from the email address on the account.

We answer within two working days and tell you whether the refund is approved and what to expect.

6. How a refund is paid

• Refunds go back to the method the payment came from — the same mobile wallet number, card or bank account. We cannot refund to a different person's account.
• Mobile wallet and card refunds usually reach you within 3 to 10 working days once approved, depending on the provider and your bank.
• Bank transfers may take longer.
• Where you ask for it instead, we can hold the amount as account balance against future invoices. Account balance is used for our services and is not paid out in cash.
• Any fee charged by a payment provider on the original payment is not refundable by us where the provider does not return it.

7. Failed and pending payments

If money left your account but the invoice still shows unpaid, do not pay again. Send us the transaction reference and the time; we check with the provider. A payment that reached us is applied to the invoice, and anything taken twice is refunded or credited.

8. Chargebacks

Please contact us before asking your bank or wallet provider to reverse a payment. A chargeback raised without contacting us first may suspend the account while it is investigated, and the disputed amount may be recovered from any balance held.

9. Changes

We may update this policy. The version on this page at the time of your payment is the one that applies to it.

10. Contact

SAM IT PARK — ProxyHub Malgram, Bogura Sadar, Bogura, Bangladesh support@proxyhub.bd · 09611 677170