Effective Date: June 18, 2026
Welcome to Rolaproxy! We are committed to providing users with stable and reliable proxy IP services. Please read the refund agreement carefully before using Rolaproxy.
I. Basic Principles
Rolaproxy primarily provides intangible and irrevocable proxy IP services. The availability of these services is subject to the laws and regulations of the user's location and our compliance policies. Therefore, we do not offer direct refunds after order confirmation and service delivery. However, we have considered potential unforeseen issues during the service process and have specifically introduced proxy remediation measures, ensuring you only pay for usable IPs, not invalid ones.
II. Proxy IP Compensation Mechanism
If the proxy IP you extracted falls under any of the following circumstances, you can submit feedback within 24 hours of extraction via a support ticket or email (support@rolaproxy.com), and we will refund the corresponding IP's usage amount to your account balance:
- The IP is completely unable to connect (TCP connection timeout);
- The IP was already blocked by the target website at the time of extraction (verified by us);
- The IP's location clearly does not match the labeled region; we will use the query results from ipinfo.io as the standard.
Compensation Method: Compensation will be issued in the form of account balance and can be used to purchase any subsequent services. Withdrawal or refund to the original payment method is not supported.
Situations where compensation will not be provided:
- Feedback period exceeding 24 hours;
- Connection failure due to your local network environment, improper software configuration, or upgrades to the target website's anti-scraping policies;
- The same IP has been blocked after successfully establishing an HTTP/SOCKS connection. This is an inherent risk of proxy IP services and is not covered by compensation.
III. Non-Refundable Circumstances
We will not provide refunds in the following circumstances:
- The data provided by the customer during registration is incomplete, inconsistent, or contains false information.
- The customer's account is frozen or suspended due to illegal activities.
- The customer violates the relevant provisions of the User Service Agreement.
- The customer has actually extracted and used the proxy IPs in the package, regardless of the number, or has successfully obtained the IP list and established a connection through the API.
- The quality of service provided meets the Service Level Agreement (SLA) conditions agreed upon by both parties.
- The purchased package has expired.
- The service is unusable due to incompatibility between the customer's own software, programs, or specific target websites and the proxy service.
- Connection quality and speed are limited by third parties and are beyond Rolaproxy's control. Rolaproxy does not guarantee the quality of internet connection provided by third-party internet service providers. You hereby agree that no refunds will be given for any issues related to connection speed parameters.
IV. Regarding Wallet Top-up Refunds
For any top-up balance in your Rolaproxy account wallet, excluding bonus balance, if you need to apply for a refund, please first contact the customer service team via support ticket or email at support@rolaproxy.com for verification.
For specific circumstances and restrictions regarding wallet balance refunds, please also refer to Article III, "Non-Refundable Circumstances," of this policy. In case of discrepancies, the stricter regulation shall prevail.
- We will deduct 5% of the top-up amount as a handling fee, and the remaining amount will be refunded;
- If the top-up balance has been partially or fully used to purchase a package, a cash refund is no longer supported. Unused balances can be retained in the account for future consumption;
- Bonus balances, activity rewards, coupons, etc., cannot be withdrawn or refunded;
- Refund applications must be submitted within 30 days of the top-up date. Applications submitted after this period will not be accepted.
We recommend that you fully understand the relevant rules before topping up and plan your funds accordingly. The platform reserves the right to modify this policy based on changes in laws and regulations or business adjustments. Modified policies will be notified to you in advance in accordance with the methods stipulated in Article VII of this agreement.
V. Special Notes for EU Users
If you are located in the European Economic Area (EEA), you are legally entitled to a 14-day cooling-off period to withdraw your purchase of digital services. However, please note:
- If you explicitly agreed to our immediate commencement of service at the time of purchase and acknowledged that your right to withdraw would be forfeited as a result, the 14-day cooling-off period will no longer apply;
- We will provide a separate checkbox on the checkout page for you to confirm the above agreement and confirmation;
- If you do not check the box to agree, we will only commence service after the 14-day cooling-off period has expired.
How to Exercise the Right of Withdrawal: If you wish to exercise your right of withdrawal within the cooling-off period, please submit a withdrawal request via support@rolaproxy.com, along with your order information. If the service has not yet commenced at the time of withdrawal, we will provide a full refund; if the service has commenced, meaning you have already retrieved or used a proxy IP, then Section 3.4 of Article III, "Non-Refundable Circumstances," applies.
VI. Dispute Resolution Process
If you encounter any problems while using our services, you can contact our support team via email: support@rolaproxy.com or online ticket.
This policy is governed by and construed in accordance with the laws of the Hong Kong Special Administrative Region.
Any dispute arising out of or relating to this policy shall first be resolved amicably through negotiation. If negotiation fails, either party may submit the dispute to the Hong Kong International Arbitration Centre (HKIAC) for arbitration in accordance with its currently effective arbitration rules at the time of application for arbitration. The place of arbitration shall be Hong Kong, and the language of arbitration shall be English.
Please note: For security and service quality assurance purposes, we retain records of our customer service conversations with customers for 90 days, solely for service quality tracking and dispute verification.
VII. Policy Updates
We reserve the right to modify this policy due to changes in laws and regulations, business adjustments, or product iterations.
- The revised policy will be announced on our official website and via email before it takes effect;
- Significant changes, such as adjustments to compensation standards or substantial modifications to refund rules, will be notified 30 days in advance;
- The revised policy will take effect from the date of publication, and your continued use of the service constitutes acceptance of the revised policy;
- If you disagree with the revised policy, you have the right to discontinue using the service.
VIII. Contact Us
If you encounter any problems while using our services, or have any questions or feedback regarding our Terms of Service and Privacy Policy, please feel free to contact us. You can contact our support team via email: support@rolaproxy.com.