Refunds and After-sales Support

I. Refunds

1. Dynamic Residential Proxy Refund

Dynamic residential proxies come with clear refund eligibility criteria and after-sales compensation mechanisms.

Orders of dynamic residential proxies with consumed traffic are not eligible for refunds of any kind. If no traffic has been used on your purchased dynamic residential proxy, you may submit a refund review application within 7 days after order completion. Our platform will verify and process your request in accordance with the rules.

For verifiable losses caused by platform system failures, we will prioritize compensating users with additional traffic to protect your interests.

2. Static Residential Proxy Refund

Static residential proxies are handled based on individual IP items and delivery status.

Once the IP resource of an order is delivered, refunds will no longer be supported. If the IP resource has not been delivered, users may cancel the corresponding order freely with no refund restrictions.

For delivered static residential proxies, if IP abnormalities are verified by our team, we will prioritize replacing the proxy resource with one of the same specification or compensating service duration to minimize your operational loss.

All refunds, IP replacements, duration compensation and traffic top-up services are subject to the platform’s actual verification results. We aim to deliver fair, standardized and efficient after-sales support.

3. Refund Process

If you encounter network anomalies, IP failures or other issues while using proxy products and need to apply for IP replacement, duration compensation, traffic top-up or a refund, please submit a ticket following the workflow below.

Submit Ticket Submit your ticket via the [After-sales Rules] section on the lower left. Select the corresponding proxy product, link the relevant order, and upload supporting evidence such as screenshots and network test results to submit your after-sales request. Complete and clear materials help speed up our verification.

Technical Verification Our technical team will reproduce the reported issue and diagnose its root cause, distinguishing between proxy resource failures, local network connectivity problems and target website restrictions. The technical verification result serves as the basis for your after-sales solution.

Solution Confirmation Once verification finishes, our support staff will confirm the after-sales solution with you. Available options include replacement with an IP of the same specification, service duration compensation, traffic top-up or refund, with clear scope defined for the selected remedy.

Completion of Handling After your confirmed solution is executed, the system will update product resources, order details and after-sales records. The after-sales ticket will then be closed.

II. Frequently Asked After-sales Questions

1. Can I change my IP at any time after purchase?

This depends entirely on the proxy type you purchased:

Dynamic Residential Proxy: Yes, IP rotation is available anytime. You may set periodic IP rotation or rotation per request. Powered by a global pool of over 90 million IPs, genuine worldwide IP rotation is supported.
Static Residential Proxy / Static Native Proxy: No on-demand IP change is not available. The core advantage of these products is a persistent dedicated IP address. If you need a different IP for business purposes, you will generally need to purchase a new static IP node.

2. What will PuraRoute do if an IP gets blocked by the target website?

PuraRoute’s product architecture greatly reduces the risk of blocking at the source, but handling differs by proxy type:

Dynamic Residential Proxy: Its core strength is high anonymity and bypassing blocks. If the IP used for a request is blocked by the target site, simply send a new request via your proxy configuration. The system will instantly assign a fresh residential IP selected from our pool of over 90 million high-quality IPs to keep your business running.
Static Residential Proxy: PuraRoute maintains long-term IP stability through dedicated clean private resources and anti-abuse controls to reduce blocking risk. Since static IPs are exclusive to you, permanent bans triggered by your high-frequency operations on target sites cannot be automatically lifted. You may contact our official support or technical team for troubleshooting and solutions.

3. Is IP replacement available for abnormal IPs?

Yes. If you experience abnormal IP issues during use, submit an after-sales ticket via [After-sales Rules] on the lower left. Our platform follows the principle: detect first, then verify, and finally resolve.

When submitting your ticket, please provide the abnormal IP address, timestamp of the incident, target website and error messages. Complete information allows our technical team to locate the issue efficiently. Our engineers will reproduce and investigate the problem after receiving your ticket.

If verification confirms the fault originates from the proxy resource itself, we will provide IP replacement or service duration compensation according to the actual situation.