Refund and Cancellation Policy

3.1. Your Right to Withdraw

If you are a consumer (a natural person acting outside your trade or profession) in the European Union:

• You have the right to withdraw from this purchase within 14 days without giving any reason.
• The withdrawal period expires 14 days after the day of the conclusion of the contract.

3.2. Loss of Right of Withdrawal (Article 16(m) EU Consumer Rights Directive)

You expressly lose your right of withdrawal if:

• You request immediate performance of the digital service; and
• You acknowledge that you thereby lose your right of withdrawal.

By completing your purchase, you agree that the Service will be made available to you immediately, and you confirm that you have been informed of and accept the loss of your right of withdrawal.

For the avoidance of doubt, this Section 3.2 applies to the purchase of a specific Service package. It does NOT apply to top-ups made into your Points balance. Depositing funds into your Points balance does not constitute a purchase of Services and is not subject to the right of withdrawal. Points balance top-ups are non-refundable and non-withdrawable from the moment of top-up.

3.3. How to Withdraw (If Still Applicable)

If you have not started using the Service and have not waived your withdrawal right, you may withdraw by sending an unambiguous statement to:

MELTRIX SL
Email: hello@proxynode.app

3.4. Effects of Withdrawal

If you validly withdraw:

• (a) For Direct Payments — the Provider will reimburse all payments received from you no later than 14 days after receiving your withdrawal notice. The refund will be made using the same payment method you used for the original transaction.
• (b) For Points Balance Payments — the Points will be refunded to your Points balance. This applies only to the purchase of a specific Service package. Points cannot be converted to real money or withdrawn.

4.1. Direct Payments — Refunds in Money

If you paid by Direct Payment (in EUR or local currency), you may be eligible for a refund in the following circumstances:

• (a) Complete and verified service outage caused solely by our internal systems;
• (b) Duplicate charge due to a payment processor error;
• (c) Accidental purchase reported within 2 hours and where no access has been used;
• (d) Unauthorised transaction (fraudulent use of your payment method).

Refunds are issued in money to the original payment method.

4.2. Points Payments — Refunds in Points

If you paid by Points Balance Payment:

• (a) Refunds, if applicable, are issued in Points to your Points balance.
• (b) Points cannot be converted to real money or withdrawn.
• (c) Points refunds are only available in cases of verified non-delivery (as defined in Section 8.4 of our Terms of Service) or duplicate Points deduction due to a system error.

4.3. When Refunds Are Not Provided (Both Payment Methods)

No refund (whether in money or Points) is provided in the following cases:

• (a) You have used the Service, even partially (because the digital service has been fully performed or made available with your consent).
• (b) You violate any provision of the Terms of Service, particularly the Acceptable Use Policy.
• (c) You provide false or misleading information during registration or payment.
• (d) Your access is terminated by the Provider due to your breach.
• (e) You simply stop using the Service before the purchased term expires.
• (f) You are dissatisfied with the service for subjective reasons (speed, performance, etc.).

4.4. No Refund for Breach of AUP or Sanctions Violation

If you use the Services for any prohibited purpose (illegal scraping, ATO, fraud, sanctions evasion, CSAM, network abuse, etc.), you forfeit all fees paid. No refund (whether in money or Points) will be issued.

7.1. Contact Us First

Chargebacks are only applicable to Direct Payments (payments made in EUR or local currency). Before initiating a chargeback with your bank or credit card provider, you must first contact our support team to attempt to resolve the issue.

7.2. Our Response to Chargebacks

If you file a chargeback:

• We may temporarily suspend your access to the Services while the dispute is ongoing.
• We will provide evidence of delivery and your agreement to our policies to the payment processor.
• If we win the dispute, no refund will be provided.
• If you win the dispute, we will accept the outcome.

7.3. Chargeback Fees

If a chargeback is found to be without merit or abusive, you will be responsible for any fees incurred by our payment processor. These typically range from €15 to €35.

7.4. Abusive Chargebacks

Filing chargebacks without a valid reason or without first contacting us is considered abuse. This may result in:

• Permanent termination of your account.
• Being blocked from using our Services in the future.
• Legal action to recover our costs under Spanish law.

7.5. No Refund After Reversal

If you file a chargeback and the Provider successfully contests it, no refund of the original transaction amount will be issued. Access will be restored only after you pay any outstanding fees and chargeback penalties.