Before using this service, please carefully read this document (and also refer to the Privacy Policy and Terms of Service)
to understand the refund and dispute resolution policies that may apply when using Ip2up services.
1. Refund Policy
Since the services provided by Ip2up are instant-delivery, non-reversible virtual network products,as long as the service quality meets the conditions agreed upon in the Service Level Agreement (SLA),
we do not offer any form of refund.
1.1 Non-Refundable Services Scope
For Dynamic Residential Proxy, Unlimited Residential Proxy, and Static Residential Proxy products,once an order is placed or the service is activated, the resources are considered allocated and in use, and refunds, returns, or exchanges are not supported.
1.2 IP Location Disclaimer
Due to differences in update cycles and data sources among IP detection platforms and databases,the same IP address may display different geographic locations across different detection tools.
We recommend cross-verifying with at least three authoritative databases and using actual business usability as the primary reference,
rather than relying solely on a single geolocation result.
Note: Mainstream IP databases typically have update cycles of 7–30 days, which inherently involve delays.
1.3 Service Operation and Performance Disclaimer
All services and tools provided by Ip2up have been thoroughly tested to ensure optimal performance under reasonable conditions.However, we still recommend that customers confirm whether the service meets their specific business requirements before purchasing.
Once the payment process is completed, we do not support refund requests caused by non-product faults, including but not limited to the following situations:
- Incomplete or inconsistent information provided by the user during registration or order placement;
- Account suspension or termination due to violations of the Terms of Use;
- User behavior that violates system or service acceptable use policies;
- Service performance has met the standards defined in the SLA (Service Level Agreement);
- The usage period of the purchased proxy product has expired;
- Network quality or speed affected by external third-party networks, regions, or ISP restrictions;
- Issues such as connection speed, IP response latency, or access stability not caused by our systems;
- Compatibility issues caused by accessing the system through third-party software or custom clients.
You hereby agree that any subjective dissatisfaction related to connection performance does not constitute a valid reason for a refund.
2. Dispute Resolution Mechanism
Ip2up supports customer inquiries and feedback regarding service-related issues.We will make every effort to provide accurate information and technical support to ensure a stable user experience.
We value every customer’s trust and satisfaction and are committed to handling all disputes responsibly.
2.1 Customer Support and Communication
If you encounter any issues during use, please first contact our technical support team via email: support@ip2up.com We will provide assistance and solutions as promptly as possible.Once the Ip2up team confirms that the issue is indeed caused by our system or services, it will be handled within a reasonable scope.
Please note that, for security and compliance reasons, all customer support communications will be recorded.
This policy applies to all Ip2up products and services. Ip2up reserves the right to update this policy at any time in accordance with operational and legal requirements.