> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ipcrazy.com/llms.txt
> Use this file to discover all available pages before exploring further.

# After-sales policy

> Refund, replacement, compensation and auto-renewal rules.

This page explains how ipcrazy handles after-sales requests. The [Terms of Service](https://ipcrazy.com/terms-of-service) take precedence. Submitting a request does not guarantee an automatic refund or replacement. The same policy is in the console under **After-sales policy**.

## Dynamic residential proxy

Handled by traffic and service usage.

* Consumed traffic is non-refundable.
* Unused traffic may be submitted for review within 7 days of purchase.
* Verified losses caused by a platform issue are compensated with traffic first.

## Static residential and static native proxies

Handled by IP and delivery status.

* An order may be cancelled before the IP is delivered; the amount for any IP that cannot be delivered is returned to your wallet automatically.
* After delivery, connectivity and resource ownership are verified first.
* A confirmed abnormal IP is replaced with an equivalent resource or compensated with service time first.

## Auto-renewal

Can be turned off before charging; handled by service status after.

* Auto-renewal can be turned off for any IP at any time before expiry.
* Each IP is renewed as its own order paid from your wallet; nothing is renewed when the balance is too low.
* The renewal price confirmed when you turn it on is the authorized limit; if the unit price rises, nothing is charged until you confirm again.

## Redemptions and discounts

Redemptions and discounts are not cash assets.

* A redemption code, where offered, can be used once and cannot be withdrawn as cash.
* Discount value is not refunded separately.
* A refund never exceeds the amount actually paid.

## Abnormal IP

Detect first, verify next, then resolve.

* Provide the IP, time, target site and error details.
* Our technical team reproduces the issue and rules out local network or target-site restrictions.
* A confirmed resource failure is resolved under this policy by replacing the IP, adding service time or refunding.

## About IP detection

Results are a reference, not a verdict on access.

* Detection platforms use different data sources, classifications and update schedules, so the same IP may show different type, location and proxy labels.
* These labels do not determine access to a target website or the outcome of an account review.
* If results differ from the product description at purchase, provide the IP, the detection link and the time of the check so we can verify it.

## How a request is handled

Usually 1–3 business days. Request, diagnosis and solution records are kept so every step stays traceable.

<Steps>
  <Step title="Submit a request">
    Name the product, link the order number and provide evidence of the issue.
  </Step>

  <Step title="Technical verification">
    We reproduce the issue and identify resource, network or target-site restrictions.
  </Step>

  <Step title="Confirm the solution">
    We confirm the replacement, service time, traffic or refund scope.
  </Step>

  <Step title="Complete handling">
    The product, wallet and order history are updated.
  </Step>
</Steps>

Submit requests through live support on ipcrazy.com when it is available, and include the order number and evidence. Never send your account or proxy passwords.


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