Refund & Cancellation Policy

SMT Proxies sells digital goods | namely time-bounded access to IP addresses and related tooling. This page explains your statutory right of withdrawal under German / EU consumer law, how we handle refund requests in practice, and what is explicitly not refundable.

Wherever this policy and applicable mandatory consumer law conflict, the law wins. Nothing here restricts your non-waivable rights.

Consumers (persons entering into a legal transaction for purposes that are predominantly outside their trade, business or profession) have a 14-day right of withdrawal from the conclusion of the contract, pursuant to § 355 BGB (German Civil Code).

Important | expiry for digital content

For digital content that is not supplied on a tangible medium (as is the case with our proxies), the right of withdrawal expires pursuant to § 356 (5) BGB (German Civil Code) as soon as SMT has begun performance of the contract, provided that:

• you have expressly consented to SMT beginning performance before the withdrawal period has expired, and
• you have confirmed your awareness that by giving this consent you lose your right of withdrawal as soon as performance begins.

At checkout we implement both declarations via a checkbox. If you do not want immediate performance, untick the box | your right of withdrawal then remains in place until the proxies are actually provisioned.

How to exercise your right of withdrawal

Send an unambiguous statement (e.g. by email) to support@smtproxies.com including your order number and payment method. Dispatching the statement before the deadline expires is sufficient to meet the deadline.

Even outside the statutory right of withdrawal, we are happy to offer a refund in the following situations | provided that the request reaches us within 14 days of purchase:

• Service not delivered: payment received, but the proxies were never provisioned.
• Duplicate payment: accidental double charge.
• Technical fault on our side: a demonstrable, sustained outage of the proxies that we could not fix within a reasonable timeframe.
• Wrong product purchased: you bought the wrong product and have not yet consumed any resources (e.g. no ISP swap used, no GB of traffic consumed) | within 24 hours.
• Unused ISP packs: unused (not yet assigned) ISP packs and unused traffic GB may be refunded on a case-by-case basis within 14 days of purchase | at our discretion, not as a legal entitlement.

The following situations are generally not refundable:

• Change of mind after the service has been delivered.
• Traffic / IP usage that has already been consumed on residential and mobile plans.
• Account suspension / termination for breach of the Terms of Service.
• Issues outside our sphere of control (bans by third parties due to your usage patterns, compatibility with your software, ISP-side blocks on your home connection, and similar).
• Requests received after the 14-day window has expired.

1. Email support@smtproxies.com with the subject “Refund request | <order number>”.
2. Include: order ID, purchase email, date, payment method (Stripe / crypto wallet), and a brief reason.
3. Our team reviews the request | typically within 24–48 hours.
4. If approved, the refund is issued via the original payment method. Bank / blockchain processing time: 3–10 business days.

Subscriptions (in particular ISP) can be cancelled at any time from the dashboard. Cancellation takes effect at the end of the current billing period; a pro-rata refund for billing periods already begun is not granted for the reasons set out in Section 2 (digital content, § 356 (5) BGB | German Civil Code) | provided that you consented to immediate performance at the time of purchase.

To stop auto-renewal, go to the dashboard and click “Manage subscription → Cancel renewal”.

If you run into a problem, please contact us first. A chargeback filed without prior contact is treated as a breach of contract and may result in immediate account suspension and additional fees that our payment providers pass on to us. We reserve the right to pursue fraudulent chargebacks by legal means.

Questions about refunds or the right of withdrawal? support@smtproxies.com. For our company address see the Impressum.