Refund Policy

This Refund Policy explains when Saneter may provide a refund, account credit, replacement, or other remedy for purchases made through the Service. It should be read together with the Terms of Service and Privacy Policy.

Saneter is an unincorporated business operated by an individual owner in the United States. Refund rights that cannot lawfully be limited remain available regardless of this Policy.

1. General Refund Principle

Saneter sells digital proxy traffic and IP-based network services that may begin provisioning or become usable shortly after payment. Refund eligibility therefore depends primarily on what was purchased, whether the service was successfully delivered or allocated, how much of the service has already been consumed or used, whether a technical failure can reasonably be corrected, and whether the account is involved in fraud, abuse, or a violation of the Terms of Service.

Saneter does not offer a universal "no-questions-asked" refund guarantee after a service has been delivered and used. At the same time, Saneter will not rely on this Policy to keep money for a service that Saneter failed to deliver where applicable law or the circumstances require a refund.

2. Orders That Were Not Delivered

If payment is successfully received but Saneter cannot provision the purchased service, cannot allocate the purchased resource, or cannot provide a reasonably equivalent replacement, the affected order is eligible for a refund of the amount paid for the undelivered service, subject to payment verification and applicable law.

A temporary provisioning delay, a pending payment confirmation, or a short-lived technical issue does not automatically mean an order has permanently failed. Saneter may first investigate the transaction and attempt to complete or restore delivery.

3. Duplicate or Incorrect Payments

If Saneter verifies that the same invoice or order was accidentally paid more than once and the additional payment was not intentionally applied to another purchase or account balance, the duplicate amount is eligible to be returned or otherwise corrected.

If a Saneter billing error causes you to be charged more than the amount shown for the order, we will correct the verified difference. You should contact support with the relevant invoice, transaction, and account information so the payment can be matched accurately.

4. Residential and Mobile Traffic Products

Residential and Mobile services are traffic-based products. Under Saneter's current public product terms, unused purchased traffic does not expire. Because delivered traffic remains available for later use, a change of mind after successful delivery does not automatically create a refund right.

Traffic that has already been consumed is not refundable except where applicable law requires a different result. If a material Saneter-side technical failure prevents use of purchased traffic and Saneter cannot reasonably restore the service, Saneter may provide a replacement, account credit, or refund for the affected unused portion, depending on the circumstances.

A request will not be treated as a service-delivery failure merely because a particular third-party website blocks, challenges, rate-limits, or rejects one or more proxy IPs. Proxy compatibility with third-party services is subject to the limitations described in the Terms of Service.

5. ISP, Dedicated IPv4, and IPv6 Products

ISP, Dedicated IPv4, and IPv6 products are IP-based services that may involve resource allocation, upstream provider costs, a selected location, quantity, and a defined service period. Once an IP resource has been successfully allocated and made available to the customer, the purchase is not automatically refundable solely because the customer changes their mind or a third-party website does not accept that IP.

If Saneter cannot provide the ordered IP-based service at all, and cannot provide a reasonably equivalent replacement acceptable under the order, the undelivered order is eligible for a refund. If a material Saneter-side failure affects only part of a paid service period and cannot reasonably be corrected or replaced, Saneter may offer an appropriate replacement, account credit, or refund for the affected undelivered portion.

6. Renewals and Extensions

Saneter's current Terms do not create an automatic recurring charge merely because a customer purchased a service once. Where a customer manually renews or extends an IP-based service, the renewal or extension is treated as a new paid service period for refund purposes.

A customer-initiated renewal or extension is not automatically refundable after the renewed resource has been successfully reserved, allocated, or activated. If the renewal cannot be fulfilled, Section 2 applies.

7. Account Balance and Wallet Credit

Saneter may provide an account balance or wallet feature that can be used to pay for eligible services. Account credit is not automatically redeemable for cash simply because it appears in the customer account.

Where an approved refund originated from a payment that can reasonably be returned to the original payment method, Saneter may use that method. Where return to the original method is unavailable, impracticable, restricted by the payment provider, or the customer agrees otherwise, Saneter may offer account credit or another lawful method of settlement.

Nothing in this section limits a statutory right to receive money back rather than account credit where applicable law requires that result.

8. Promotional Codes, Discounts, and Bonus Credit

Refund calculations are based on the amount actually paid for the affected purchase, not an undiscounted list price. Promotional, bonus, complimentary, test, or non-cash credit generally has no cash redemption value unless Saneter expressly states otherwise or applicable law requires a different result.

If a refund causes an order to no longer qualify for a promotion that was conditioned on purchase size or another requirement, Saneter may recalculate the refundable amount to reflect the actual paid value, provided the calculation is lawful and does not create an undisclosed penalty.

9. Technical Problems and Service Defects

If you believe a service is materially defective, contact Saneter with enough detail to identify the affected order and reproduce or investigate the issue where reasonably possible. Saneter may attempt troubleshooting, credential rotation, resource replacement, route changes, or another reasonable correction before deciding that a refund is appropriate.

A refund is more likely to be appropriate when the purchased service cannot be delivered or made materially usable because of a problem within Saneter's or the relevant upstream service path and the problem cannot reasonably be corrected. A refund is less likely to be appropriate where the service is operating but is unsuitable for a customer's particular third-party use case.

10. Third-Party Blocking, CAPTCHAs, and IP Reputation

Saneter does not guarantee that every proxy IP will be accepted by every website, platform, application, anti-fraud system, streaming service, search engine, social network, marketplace, or other third party. Third parties independently decide whether to block, challenge, limit, or classify an IP.

CAPTCHAs, rate limits, reputation scores, classification differences, or a third-party block do not by themselves establish that the purchased proxy service was not delivered. Refund requests based only on such third-party behavior may be denied unless the order included an express written compatibility commitment.

11. Customer Configuration Errors and Changed Requirements

Refunds are not automatically available for customer-side configuration mistakes, failure to use provided credentials correctly, incompatible customer software, a change in the customer's project, or selection of an available product or location that the customer later decides not to use.

Saneter may choose to assist with configuration, replacement, or another practical solution when feasible, but such assistance does not create a general refund guarantee.

12. Abuse, Fraud, and Terms Violations

If Saneter suspends or terminates a service or account because of suspected fraud, unlawful activity, phishing, spam, attacks, unauthorized access, exploitation, payment abuse, or another serious violation of the Terms of Service, Saneter may deny a refund for consumed traffic, elapsed service time, provider costs already incurred, or resources already allocated.

A suspension or termination does not give Saneter an unlimited right to confiscate customer money. Any genuinely unused balance or unresolved payment must still be handled according to the facts of the transaction, this Policy, the Terms of Service, payment-provider rules, and applicable law.

13. Chargebacks, Reversals, and Payment Disputes

If you believe a payment is incorrect, contact support@saneter.com before initiating a payment dispute where practical. This gives Saneter an opportunity to identify the invoice, check fulfillment, and resolve a billing error.

Saneter may suspend services associated with a payment that is reversed, charged back, reported as unauthorized, or otherwise invalidated while the dispute is investigated. Saneter will not use this section to prevent a customer from exercising a lawful chargeback or payment-dispute right.

14. Digital-Asset and Cryptocurrency Payments

Digital-asset payments may be irreversible at the network level and may involve exchange-rate movement or network fees. If a refund for such a payment is approved, the refundable obligation is determined by the amount attributable to the affected Saneter order or invoice, subject to applicable law and the refund method that can lawfully and technically be used.

Saneter does not guarantee that a refund will reproduce the exact number of digital-asset units originally transmitted where exchange rates, provider processing, or network fees have changed. Saneter will not intentionally use exchange-rate movement as a hidden refund penalty.

15. Custom or Individually Negotiated Services

If Saneter and a customer enter into a separate written agreement for a custom or enterprise service, that agreement may contain service-specific refund, cancellation, credit, or termination terms. Where a valid separate agreement directly conflicts with this Policy, the specifically negotiated term controls for that service to the extent permitted by law.

16. How to Request a Refund

Send ordinary refund requests to support@saneter.com. Include enough information to identify the relevant account and transaction, such as the invoice or order reference, payment reference where available, the affected product, and a concise explanation of the issue.

Do not send account passwords, proxy passwords, private cryptocurrency keys, seed phrases, or other unnecessary sensitive credentials by email.

17. Review of a Refund Request

Saneter may review payment status, order status, provisioning records, resource allocation, traffic usage, service-period information, support history, technical evidence, abuse or fraud indicators, and relevant upstream-provider information when deciding a refund request.

Saneter does not promise a universal fixed number of business days for every refund decision. Complex payment reconciliation, upstream-provider investigation, suspected fraud, or a technically disputed delivery may require additional review. Saneter will handle requests in a commercially reasonable manner and any legally mandatory deadline will control where applicable.

18. Refund Method

When a refund is approved, Saneter will use a lawful and reasonably available method. Where technically supported, this may be the original payment route. In other circumstances, Saneter may use account balance, a processor-supported return, or another method agreed with the customer.

Payment processors, blockchain networks, banks, or other intermediaries may impose their own processing times, network fees, or technical limitations. Saneter does not control delays that occur solely within an independent payment intermediary after Saneter has properly initiated an approved return.

19. No Waiver of Mandatory Consumer Rights

This Policy is intended to describe Saneter's general commercial refund rules. It does not waive consumer, payment, fraud, or other rights that applicable law makes non-waivable. If a mandatory legal rule gives you greater rights than this Policy, that rule controls.

20. Policy Changes

Saneter may update this Refund Policy when products, payment methods, fulfillment processes, or legal requirements change. The "Last updated" date will be revised when a new version is published.

A later policy update will not be used retroactively to eliminate a refund right that had already become legally due before the update.

21. Contact

Refund and billing support: support@saneter.com

Formal legal notices or disputes concerning this Policy: legal@saneter.com

Saneter — unincorporated business operated by an individual owner in the United States.