Refund Policy
This Refund Policy describes the conditions under which Aemous (“we,” “us”) issues refunds for subscriptions and one-time orders.
Overview
Aemous offers browser identity management subscriptions as well as one-time proxy orders. This policy explains when refunds are available for each product type. By using the Service you agree to this Refund Policy.
Subscription Refunds
Subscriptions are billed in advance on a monthly or annual basis through PayPal. We do not issue partial-month refunds for unused time.
If you cancel within 48 hours of your very first charge and have not actively used the Service, you may contact support to request a full refund. This grace period applies only to the initial purchase, not to renewals.
Renewal charges are non-refundable once processed. Cancel your subscription before the renewal date to avoid being charged for the next period.
One-Time Proxy Orders (Residential)
Residential proxy one-time charges are processed through PayPal and are non-refundable once the order is activated (status changes to Active).
If an order is still in Pending Payment status and you no longer wish to proceed, contact your account admin to cancel the order before completing payment. A cancelled pending order will invalidate the payment link immediately.
ISP Proxy Plans
ISP proxy subscriptions are non-refundable after proxy tokens have been provisioned and delivered to your account.
If your proxy tokens have not been delivered within 5 business days of successful payment, contact support@aemous.com and we will investigate and resolve the issue.
Exceptions & Discretion
We may issue refunds at our sole discretion in the following circumstances:
- Duplicate charges caused by a billing system error.
- Charges made in error (e.g. wrong plan amount).
- Verified service outages exceeding 72 cumulative hours in any 30-day billing period.
Refund decisions in these cases are final and made at Aemous’s sole discretion.
Non-Refundable Situations
Refunds will not be issued for:
- Accounts suspended or terminated for violations of our Terms of Service.
- Unused time remaining on an active subscription after cancellation.
- Dissatisfaction with fingerprint or proxy output — results vary by target platform and use case; we do not guarantee specific outcomes.
- Charges you forgot to cancel before a renewal date.
How to Request a Refund
Email support@aemous.com with your account email address, the date of the charge, and a brief description of the issue. Refund requests are reviewed within 5 business days. Approved refunds are returned to the original payment method via PayPal and may take 5–10 business days to appear.