DELIVERY AND FULFILMENT POLICY

MELTRIX SL

Version: 1.1

Last updated: 24 July 2026 | Effective as of: 24 July 2026

1. About This Policy

This Delivery and Fulfilment Policy (the "Policy") explains how we deliver our proxy services to you after successful payment. It applies to all one-time purchases of our proxy services (traffic-based and time-based packages).

This Policy is accessible prior to purchase and is incorporated by reference into our Terms of Service. Please read it carefully before placing an order.

2. Delivery Mechanism

After you complete a one-time payment for any of our proxy services, we deliver access through the following channels:

2.1. Primary Delivery Channel – Customer Dashboard

You receive access credentials and configuration instructions through your customer dashboard. You must have an active account with us to access the dashboard. If you do not yet have an account, it will be created automatically using the email address you provided during payment.

2.2. Secondary Delivery Channel – Email

We also send a confirmation email to the email address associated with your account. This email contains:

  • A summary of your purchase (product type, data volume or time period, amount paid).
  • A link to the dashboard.
  • Basic setup instructions for the proxy service.

You are responsible for ensuring that the email address you provide is accurate and that you can receive messages from us. Please check your spam folder if you do not see our emails.

3. Activation Timeframe

We strive to deliver access as quickly as possible after successful payment confirmation.

3.1. Standard Activation

In most cases, access is provisioned within 15 minutes after payment confirmation.

3.2. Manual Review (Rare Cases)

Some transactions may be subject to manual fraud review, identity verification, or sanctions screening. In such cases, activation may take up to 24 hours. We will notify you by email if manual review is required.

3.3. Payment Confirmation

Payment is considered "confirmed" when:

  • For card payments: we receive a successful authorisation from our payment processor (including 3D Secure completion).
  • For bank transfers: the funds are credited to our account.

3.4. Business Hours

Our automated provisioning works 24/7. Manual reviews, if required, are performed during Spanish business hours (Monday–Friday, 9:00–19:00 Madrid time). Transactions requiring manual review outside these hours will be processed on the next business day.

4. Conditions Under Which Delivery May Be Delayed or Denied

We reserve the right to delay or deny delivery of the Services in the following circumstances:

4.1. Failed Identity Verification

If we cannot verify your identity or if you provide false, misleading, or incomplete information during registration or payment.

4.2. Sanctions Screening

If you appear on any OFAC, EU, or UN sanctions list, or if you are located in a prohibited jurisdiction (see Section 16 of our Terms of Service: Russia, Belarus, Iran, North Korea, Cuba, Syria, Myanmar, and other sanctioned entities).

4.3. Suspected Fraud

If your payment transaction is flagged by our payment processor or by us as potentially fraudulent (e.g., stolen card, chargeback history, unusual patterns).

4.4. Prior Violation of Terms

If you have previously violated our Terms of Service (including the Acceptable Use Policy) and your account was terminated for breach.

4.5. Technical Failure

In the event of unforeseen technical issues affecting our provisioning system. In such cases, we will notify you and resolve the issue as soon as reasonably possible.

If delivery is denied for any of the above reasons, we will notify you by email within 24 hours and, where applicable, issue a full refund (unless denial is due to sanctions or fraud, in which case no refund is provided).

5. Non-Delivery and Your Remedies

5.1. Definition of Non-Delivery

Non-delivery means that we have failed to provision access to the purchased Service within 24 hours after successful payment confirmation, and you have not received any communication from us explaining a delay.

5.2. What Does NOT Constitute Non-Delivery

The following situations do not qualify as non-delivery:

  • Delays caused by failed identity verification, sanctions screening, or fraud review (as described in Section 4 above).
  • Scheduled maintenance notified to you in advance.
  • Outages of third-party infrastructure outside our reasonable control (e.g., upstream network provider, payment processor downtime).
  • Your failure to check your email spam folder or to provide a correct email address.
  • Your inability to use the proxy service due to your own software or network configuration issues.

5.3. Your Remedy for Verified Non-Delivery

If we confirm that non-delivery has occurred, your sole and exclusive remedy is a full refund of the amount paid for the affected Service. To request a refund for non-delivery, follow the process described in our Refund and Cancellation Policy.

5.4. No Further Liability

In case of non-delivery, our liability is limited to the refund described above. We shall not be liable for any indirect, incidental, or consequential damages arising from non-delivery.

6. How to Report a Delivery Issue

If you have not received access to your purchased Service within the stated timeframe (15 minutes for standard activation, 24 hours for manual review), please contact us immediately.

6.1. Contact Method

Email: hello@proxynode.app
Subject Line: Please include "DELIVERY ISSUE – [Your Order ID or Email]"

6.2. Information to Include in Your Report

  • Your full name and email address used for the purchase.
  • The date and amount of the transaction.
  • A screenshot of the payment confirmation (if available).
  • Any error messages you see when trying to access the dashboard or use the proxy.

6.3. Response Time

We will respond to delivery issue reports within 8 business hours (Monday–Friday) and within 48 hours on weekends.

7. Customer Support Contact for Delivery Issues

For all delivery-related questions or complaints, please contact our support team:

Email: hello@proxynode.app
Response Time: As stated in Section 6 above.
Languages: English, Spanish, Polish (best effort).

You may also use the contact form on our website (if available), but email is the preferred and most reliable method.

8. Delivery Policy Accessibility

This Delivery and Fulfilment Policy is:

  • Published as a standalone, static page on our website.
  • Accessible without requiring login or JavaScript.
  • Linked from our Terms of Service and from the checkout page prior to purchase.

We recommend that you review this Policy before completing any purchase.

9. Changes to This Delivery Policy

We may update this Delivery Policy from time to time. Material changes will be communicated via email or a notice on our website at least 15 days in advance. The "Last updated" date at the top indicates the latest revision.

10. Governing Law

This Delivery Policy is governed by the laws of the Kingdom of Spain. Any disputes arising from delivery or non-delivery shall be resolved in accordance with the dispute resolution provisions in our Terms of Service (Section 13).

MELTRIX SL
NIF: B27641562
Registered Office: Calle Caballero de Rodas, Número 120, Escalera PBJ, 03182 Torrevieja, Alicante, Spain
Email: hello@proxynode.app

This Delivery and Fulfilment Policy was last updated on 24 July 2026 and is effective as of 24 July 2026.