Refund Policy
Last updated
Summary
First-time customers on a self-serve monthly plan may request a full refund within 14 days of initial purchase, subject to the conditions below. This 14-day window matches the statutory right under UK distance-selling law and is extended to all customers regardless of consumer status because AI teams frequently need an evaluation window before committing to a plan.
Conditions
- The refund request is made within 14 calendar days of the initial purchase.
- Fewer than 10% of the plan's allocated residential bandwidth has been consumed. Datacenter bandwidth consumption is not counted against this threshold since it is unmetered on most plans.
- The account has not been previously suspended for violation of our Acceptable Use Policy.
- The refund is requested by the account holder via billing@squadproxy.com from the email address on the account.
Statutory rights
Nothing in this policy affects statutory rights that apply to you. UK consumers retain any applicable 14-day cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. EU consumers retain rights under the Consumer Rights Directive. Consumers in other jurisdictions should consult local law.
Annual plans and dedicated allocations
Annual plans, dedicated ISP allocations, and dedicated BGP/ASN arrangements are non-refundable after the first 14 days, given the provisioning and capacity-reservation cost. Early termination is possible but will not trigger a refund of remaining periods.
Research and academic discount
Eligible academic and research institutions that take a volume commitment receive discounted pricing but trade that for a reduced refund window as agreed in the contract.
How to request
Email billing@squadproxy.com with your account email and a brief reason. We aim to respond within one business day. Approved refunds are processed to the original payment method within 10 business days.