Refund Policy

This Refund Policy describes when and how you may request a refund from Saneter, operating as a sole proprietor (“Saneter,” “we,” “us,” or “our”). It should be read together with our Terms of Service.

We want you to be confident in your purchase. Because our proxy services consume real bandwidth and IP allocations from the moment they are activated, refund eligibility is based on a combination of the time elapsed since purchase and the amount of resources consumed.

1. Eligibility for a Full Refund

You may request a full refund of the purchase price of a plan if both of the following conditions are met:

• The refund request is submitted within 3 calendar days of the purchase date; and
• Your usage of the plan is below 20% of the allocated resources at the time of the request (see Section 2 for how usage is measured for each plan type).

Both conditions must be satisfied. Requests made after the 3-day window, or where usage exceeds the 20% threshold, are not eligible for a guaranteed full refund and are evaluated on a case-by-case basis (see Section 7).

2. How Usage Is Measured

The 20% threshold is calculated based on the type of plan you purchased:

• Bandwidth-based plans (e.g., residential or mobile proxy plans sold by GB): you must have consumed less than 20% of the total bandwidth included in the plan.
• IP-based plans (e.g., datacenter or ISP proxy plans sold by number of IPs): less than 20% of the IPs allocated to your plan must have been activated, assigned, or used at the time of the request.
• Time-based plans (e.g., fixed-term plans without strict bandwidth or IP limits): the 3-day window in Section 1 is the primary criterion, and usage is assessed based on whichever underlying resource metric is most representative of the plan.
• Combined plans (plans that include both bandwidth and IP allocations): all included metrics must be below the 20% threshold.

Usage figures are determined by Saneter’s internal records, which are authoritative for refund purposes.

3. What Is Not Refundable

Refunds are not available in the following circumstances:

• Requests submitted more than 3 calendar days after the purchase date.
• Plans where usage at the time of the request equals or exceeds 20% of any included resource.
• Plans that have been suspended or terminated by us for a violation of our Terms of Service or Acceptable Use Policy. In such cases, any remaining prepaid balance is forfeited as described in our Terms.
• Add-ons, top-ups, or pay-as-you-go credits that have already been consumed in whole or in part.
• Renewal charges for subscriptions that you did not cancel before the renewal date.
• Accounts found to have repeatedly requested refunds in a manner that we reasonably consider abusive or inconsistent with the good-faith intent of this Policy.
• Custom or enterprise plans, where refund terms are governed by the separate written agreement.

4. How to Request a Refund

To request a refund, send an email to [email protected] from the email address registered on your Saneter account, including:

• The account email and, if available, the order or invoice number.
• The date of purchase and the plan name.
• A brief explanation of why you are requesting a refund.

We aim to acknowledge refund requests within 2 business days and to confirm the outcome within 7 business days of receipt of a complete request. We may ask for additional information to verify your identity or to investigate the request.

5. How Refunds Are Processed

Approved refunds are issued to the original payment method used for the purchase, wherever technically and operationally possible.

• Card payments:refunded to the original card. Funds typically appear on your statement within 5–10 business days, depending on your card issuer.
• Bank transfers: refunded to the originating bank account. Processing times depend on the receiving bank and intermediary networks.
• Cryptocurrency payments: where a refund is approved, the refund amount is calculated based on the fiat value of the original payment at the time of purchase. The refund may be issued in the original cryptocurrency at the exchange rate prevailing on the refund date, in a stablecoin, or in fiat, at our discretion and subject to operational feasibility. Network fees and exchange-rate movements are not reimbursed.
• Store credit: if a refund to the original payment method is not feasible, we may offer an equivalent credit to your Saneter account balance, subject to your consent.

6. Cancellation of Subscriptions

You may cancel a subscription renewal at any time from your dashboard. Cancellation takes effect at the end of the current billing cycle, and the Service remains available until that date. Cancelling a subscription does not, by itself, entitle you to a refund of the current billing cycle. To request a refund of the current cycle, the conditions in Section 1 must be met.

7. Goodwill and Exceptional Circumstances

Outside the eligibility criteria above, we may, at our sole discretion and on a case-by-case basis, issue a partial refund, store credit, or other accommodation in circumstances such as significant service outages, prolonged technical issues that materially prevented use of the Service, or other situations where we consider it fair to do so.

Any goodwill accommodation is voluntary and does not establish a precedent or alter the terms of this Policy for future requests.

8. Changes to This Policy

We may update this Refund Policy from time to time. When we make material changes, we will update the “Last updated” date at the top of this page. Refund requests are evaluated under the version of this Policy in effect at the time of purchase.

9. Contact

For all refund requests and questions about this Policy, contact us at [email protected].

Saneter, operating as a sole proprietor.
Governing law: Hong Kong SAR.