Refund Policy

Refund Agreement

This Refund Agreement is a valid contract entered into between Shenzhen Qiluo Technology Co., Ltd. (Qiluo Global Technology Limited, hereinafter referred to as "KiloProxy" or "we/us") and you regarding refunds related to the purchase of KiloProxy products and services. By clicking to confirm on a web page or otherwise accepting this Agreement — including but not limited to actually purchasing and using KiloProxy services without clicking to confirm — you indicate that you have fully read, understood, and agreed to accept all the terms set forth in this Agreement.

I. Nature of Service and Refund Principles

The proxy IP services provided by KiloProxy are digital network services, including static ISP residential proxies (billed per IP/month), static datacenter proxies (billed per IP/month), and rotating residential proxies (billed by traffic/GB).

In accordance with the Consumer Rights Protection Law of the People's Republic of China, the Interim Measures for Seven-Day No-Reason Returns of Goods Purchased Online, and other relevant laws and regulations, the above services constitute digital goods in the category of computer software and network services. You acknowledge and accept that, in principle, once purchased and activated, these services are not eligible for no-reason refunds.

Please fully understand the product functions, applicable scenarios, and usage restrictions before purchasing. The KiloProxy official website and Help Center provide detailed descriptions of all products, and you may also obtain further information through online customer service. This product may only be used in network environments outside Mainland China.

II. Account Balance and Top-Up Rules

Balances topped up to a KiloProxy account constitute virtual currency that may only be used to purchase products on this platform. It cannot be withdrawn for cash or transferred to other accounts.

  1. Once a top-up is successful, the balance is credited immediately, remains permanently valid, and is not subject to any usage time limit;
  2. Bonus balances obtained through top-up promotions (e.g., "deposit $100 and get $8 free") will be deducted accordingly in the event of a refund and will not be returned;
  3. Amounts offset through coupons, new-user gift packs, or other promotional offers will not be returned in the event of a refund;
  4. Account balances are, in principle, not eligible for cash withdrawal or refund. In genuinely special circumstances, you must contact customer service to apply, and the matter will be handled at our discretion after verification.

III. Situations Not Eligible for Refund

KiloProxy will not accept refund applications in the following situations:

  1. A purchased static IP package where the IP has been successfully assigned and can connect and function normally;
  2. Purchased rotating residential traffic where traffic has begun to be consumed (even if only a very small amount has been consumed);
  3. Failure to use the service normally due to your own network environment, incorrect configuration of third-party tools, or improper usage;
  4. The IP cannot meet specific usage requirements due to risk-control policy adjustments by the target platform itself (such as Amazon, TikTok, etc.), while the IP itself can connect normally;
  5. Use of this product within a network environment in Mainland China (this product expressly supports use only in overseas network environments);
  6. An account that has been suspended or banned for violating the User Service Agreement;
  7. Orders that have been purchased and used normally for more than 72 hours;
  8. Refund applications made after the account balance has been entirely used to purchase products.

IV. Situations Eligible for Refund or Compensation

You may submit a refund or compensation application to KiloProxy in the following situations, which we will process after verification:

  1. IP cannot connect: A purchased static IP is completely unable to connect normally within 24 hours after activation, and technical staff confirm that the issue lies with the IP itself (not a configuration error). You may apply to replace it with an equivalent quantity of IPs or to have the corresponding amount refunded to your account balance;
  2. Duplicate charges: Where a system anomaly causes the same order to be charged multiple times, the excess amount will be fully refunded to the account balance;
  3. Prolonged service interruption: Where a KiloProxy platform system failure renders the service unavailable for more than 24 hours and it cannot be restored, compensation will be calculated on a pro-rata basis according to the actual duration of unavailability;
  4. Service termination: If KiloProxy ceases operations, the unused top-up balance in the account (excluding bonus balances) will be refunded.

Refund applications must be submitted within 72 hours after the problem occurs; applications submitted after this period will not be accepted. Refunds will be returned to the KiloProxy account balance as the first priority; if a return to the original payment channel is required, the net amount will be refunded after deducting any payment processing fees actually incurred.

V. Special Notice Regarding Agent-Tier Accounts

For accounts that have been upgraded to Agent Tiers L1–L5 through cumulative top-ups, the cumulative top-up amount has unlocked the corresponding discount benefits, and these top-up records are not eligible for refund applications. For products purchased by agent-tier accounts, the refund rules are the same as those for regular accounts and are determined based on actual usage.

Agent accounts are not eligible for top-up bonus promotions; no bonus balance is generated upon top-up, and accordingly there is no issue of bonus balance deduction upon refund.

VI. Refund Application Process

  1. Contact us through online customer service or by email at service@kiloproxy.com, specifying your account information, order number, and reason for the refund;
  2. Cooperate with customer service by providing screenshots of the issue or necessary explanations so that technical staff can verify the matter;
  3. Once verification is complete, we will finish processing and notify you of the result within 3 business days;
  4. After processing is complete, the refund will arrive within 5–7 business days (the timing of an original-channel return depends on the processing speed of the payment institution).

VII. Refund Methods

  1. Refund to KiloProxy account balance: No handling fee; credited immediately upon completion of processing;
  2. Refund to the original payment channel (Alipay / USDT, etc.): The net amount is refunded after deducting any payment processing fees actually incurred, and only via the original payment route;
  3. Bonus top-up balances will not be refunded; amounts from coupons, new-user gift packs, and other promotional offers will not be refunded.

VIII. Amendments to This Agreement

KiloProxy reserves the right to amend this Agreement. The amended Agreement will be published on the official website and will take effect from the date of publication. If you continue to use KiloProxy services after the Agreement is updated, you will be deemed to have accepted the updated content.

KiloProxy (Shenzhen Qiluo Technology Co., Ltd.) reserves the right of final interpretation of this Refund Agreement. If you have any questions regarding this Agreement, please contact customer service at: service@kiloproxy.com

A few notes on the translation: I rendered 动态住宅代理 as "rotating residential proxies" (the standard industry term; "dynamic" is also acceptable), and 代理等级 as "Agent Tier" — note this refers to a reseller/affiliate loyalty tier, not the proxy product itself. If you'd prefer "dynamic residential" or different terminology to match your existing marketing copy, let me know and I'll adjust. I can also format this as a downloadable Word document if you need it for distribution.