DP Nexus Refund Policy

Effective Date: April 2, 2020

Welcome to DP Nexus. We are committed to providing high-performance, high-stability Clean IP Proxies, a Full Range of Dedicated Servers, and Private Cloud Solutions to our global customers. Please carefully read the following refund policy before using our services.

1. General Principle

The services provided by DP Nexus are primarily digital network infrastructure, which are intangible and consumed instantly. Therefore, after order confirmation and service delivery, we generally do not provide direct refunds. However, considering unforeseen issues that may arise during service usage, we have established the following remediation measures and refund rules.

2. Service Compensation and Refund Rules

2.1 Clean IP Proxy Service

Due to the inherent uncertainty of proxy IP resources, we provide compensation for IPs that cannot be used properly. For example, if you receive proxy IPs that are unusable or of substandard quality, upon verification, we will refund the corresponding balance to your account or provide equivalent IP replacements. Fees are only charged for IPs that are fully functional.

2.2 Dedicated Servers and Private Cloud Services

For dedicated servers and private cloud products, we offer the following guarantees:

Delivery Guarantee: If a server cannot be delivered within 24 hours of ordering, you may apply for a full refund to the original payment method.

Hardware Failure: If a server experiences hardware failure during the service period and we cannot fix it within the promised time, you are entitled to apply for a refund based on the unused service period.

Service Mismatch: If the delivered server configuration significantly does not match the ordered configuration and cannot be rectified, a full refund can be applied for.

2.3 Special Refund Applications and Handling Fee Rules

We may process refund requests to your original payment account for other special reasons. However, please note that payment platforms charge us transaction fees, so the refund amount will be the net value after deducting such fees from the actual amount you paid. The specific rates are as follows:

Refund to DP Nexus Account Balance: No handling fees. The refund will be credited instantly and can be used to purchase any other packages on the platform, making it the most convenient and cost-free method.

Original Route Refund (Alipay/WeChat): A 3% handling fee of the order amount will be deducted (minimum charge of 0.3 USD per transaction).

Original Route Refund (Credit Card): A 5% handling fee of the order amount will be deducted (minimum charge of 0.5 USD per transaction).

Original Route Refund (USDT): A fixed handling fee of 2 USD per transaction will be deducted as on-chain operation cost.

Important Notes:

Refund Route Restriction: To ensure fund security and processing efficiency, only the first refund for the same payment account may be requested to the original route. Subsequent refunds will be uniformly credited to your DP Nexus account balance.

Amount Calculation Basis: All refund amounts are calculated based on the actual payment amount received and verified by our finance department.

3. Non-Refundable Situations

Refunds will not be provided in the following cases:

Account Frozen or Suspended: If a customer account is frozen or suspended due to violations of laws, regulations, or DP Nexus’s Terms of Service, no refund will be issued.

Violation of Usage Obligations: If a customer breaches the obligations specified in the Terms of Service regarding proper use of the systems (e.g., conducting attacks, sending spam), the customer is not eligible for a refund.

Service Already Used: For proxy IP services, if the IPs have been used or traffic has been generated after purchase; for server services, if the server has been delivered and used for more than 24 hours (past the delivery guarantee period), the service is considered used and is non-refundable.

Non-Service Quality Issues: Issues arising from the user’s own operational errors, improper network environment configuration, or incompatibility with their own software, which are not due to the quality of the service itself.

4. Dispute Resolution Process

If you have any questions or disputes regarding our services, please first contact the DP Nexus Customer Support team at servicet@dpnexus.com. Our support team is available 24/7 to assist you with inquiries about refunds, cancellations, and related issues. We will endeavor to process your request within 48 hours.

Thank you for understanding and accepting our refund policy. If you have any questions, please feel free to contact us.

Ownership Statement：As a brand of Vansway Inc., DP Nexus is committed to delivering high-performance cloud infrastructure and clean IP proxy solutions to businesses worldwide.