Refunds, and What to Do If You Bought the Wrong Plan
Who can get a refund, how to ask for one, where the money goes, what happens to your proxies, and how support fixes a purchase of the wrong plan.
Ask for a refund
Email billing@node4.io from the email address on your account, or open a ticket from Support with the category Billing. Include:
- the order number from the Orders page;
- one line on why, for example "bought Residential, needed Rotating Datacenter";
- what you want instead, if anything: money back, account credit, or a different plan;
- for a Bitcoin payment taken back as Bitcoin, the wallet address to send it to.
Billing is handled 24/7 and we reply within 12 hours.
Who can get a refund
The full terms are on the refund policy. In short:
| Purchase | Refund |
|---|---|
| Your first plan, within 7 days of buying it | Full refund on request |
| Your first bandwidth purchase, within 7 days, with none of it used | Full refund on request |
| A bandwidth top-up with any part used, including your first | Not refundable, because it is consumed as you use it |
| Any other fully unused top-up, within 7 days | May be refunded at our discretion |
| A renewal, a second plan, or anything after 7 days | Reviewed by a person; the current period is otherwise non-refundable except where the law requires it |
| An account closed for breaking the Terms or the Acceptable Use Policy | No refund |
"First" is counted separately for plans and for bandwidth: refunding your first plan does not use up the first-bandwidth refund, and the reverse is also true. A refunded order still counts as your first, so a plan bought after a refund is not a second first purchase.
Canceling is not a refund. Canceling stops the next renewal and keeps your proxies working to the end of the period you paid for; subscription management covers it.
Where the money goes, and when
A refund normally goes back to the way you paid:
- Card and PayPal: returned to the same card or PayPal account. Your bank or PayPal shows it within 5 to 10 business days, as the refund policy states.
- Bitcoin: a Bitcoin refund is sent by a person, so it needs the wallet address from your request.
- Account credit: you can ask for the refund as account credit instead. Credit is applied automatically on Bitcoin only: your next Bitcoin purchase or Bitcoin renewal invoice has it deducted, and credit that covers a Bitcoin renewal in full renews the plan on its own. Card and PayPal charges are always full price and leave the credit balance untouched.
If part of the order was paid with account credit, that part comes back as credit and only the part you paid with money goes back to your card, PayPal or wallet.
Each refund appears on the order's invoice; understanding your invoice explains how refunded and credited amounts read.
What happens to your proxies
A full refund ends the plan it paid for. Its proxies stop working, and no further renewal is charged. The account itself stays open, with its credential and API keys, so you can buy again at any time.
Before you ask, move any job that still depends on those proxies. Access ends when the refund is processed, not at the end of the billing period.
Bought the wrong plan
There is no self-serve plan switch yet, so a wrong purchase is fixed by support. Say in the ticket which plan you bought and which one you need. The usual fixes:
| You bought | The fix |
|---|---|
| The wrong product (for example residential instead of rotating) | Support refunds the order and you buy the right plan, or the refund goes to account credit for a Bitcoin purchase |
| The right product, too small | Buy a second plan of the same type: same-type plans stack, so the allowances add up. Or, for data alone, add a bandwidth top-up |
| The right product, too large | Support refunds the order and you buy the smaller size |
| Datacenter proxies in the wrong country | Open a ticket naming the country you need; support can often swap the IPs without a refund |
Your credential and API keys belong to the account, so a new plan of a different product needs only its new host and port; changing or upgrading your plan lists what changes between products. To choose the right product before you buy again, see choosing the right proxy type and compare sizes on the pricing page.
If the order is still pending and has not been delivered, it may be a payment that is still confirming rather than a purchase to refund. Check payment problems before you pay for a second plan.