Refund Policy

1. Scope

This policy applies to orders placed with HONGKONG VIBEFINITY TECHNOLOGY LIMITED for IPMusk Rotating Residential traffic packages and Static ISP resources. It sits alongside the Terms of Service and any mandatory consumer rights you have where you live, which this policy does not limit.

2. When you can request a refund

• Within 24 hours of purchase, if the order is completely unused — no traffic consumed on a Rotating Residential package, and no Static ISP address put into use.
• After that window, if the resource does not work because of a fault on our side and our support team cannot resolve it in a reasonable time.
• If you were charged twice for the same order, or charged an amount that does not match the order you confirmed.
• If the resource delivered does not match what your confirmed order described, for example the wrong location or quantity, and we cannot correct it.

3. What is not refundable

• Traffic already consumed, and service time already elapsed on a Static ISP term.
• Orders where the service works as described but a particular target website blocks, rate-limits or bans the connection — proxy access is not a guarantee that any third-party site will accept it.
• Accounts terminated for a breach of the Terms of Service or the Acceptable Use Policy.
• Promotional credits, bonus traffic and any amount not actually paid by you.
• Payments made in cryptocurrency, where the transaction cannot be reversed, unless the law requires otherwise.

4. How to request a refund

1. 1
   Open a Billing request

   Write to billing@ipmusk.com, or create a Billing ticket in the dashboard and select the affected order.

2. 2
   Tell us what went wrong

   Include the order reference, the date, and what you observed. For a technical fault, add the evidence you have — error messages, connection tests, timestamps.

3. 3
   Let us try to fix it first

   For a fault on our side we will attempt a repair or a replacement resource. A refund follows if that is not possible in a reasonable time.

5. How a request is handled

We aim to respond within 3 to 5 business days. If a refund is approved it is returned through the original payment method; we cannot send it anywhere else.

Refunds may be reduced in proportion to the traffic used or the service time already elapsed. Any fee charged by the payment provider or the bank for the original transaction may be deducted where we are not able to recover it.

Opening a chargeback before contacting us slows the process down and may result in the account being suspended while the dispute is open.

6. Recurring plans

You can cancel a recurring plan in the dashboard at any time. Cancelling stops the next renewal; the period you have already paid for continues to the end of its term and is not refunded on a pro-rata basis unless one of the grounds in section 2 applies.

If a renewal is charged after you cancelled, tell us within 30 days and we will refund it.

7. Decisions, changes and contact

Requests that fall outside the cases above are reviewed individually and decided in good faith; support answering a ticket does not by itself approve a refund.

We may update this policy, and the version published when you placed your order applies to that order. Questions go to billing@ipmusk.com.