1. Basic Principles
This Refund Policy applies when you purchase, renew or use dedicated server access, proxy connection services, VPN protocols, dedicated IP addresses, servers, network connection configurations or other related services from TRXT.IO. Please read this Policy carefully before payment. By completing payment, you acknowledge that you understand and agree to this Refund Policy.
TRXT.IO provides instantly or near-instantly delivered digital services and dedicated network resources. Once a service is provisioned, it consumes dedicated IP addresses, servers, bandwidth, routes, ports, protocol configurations, upstream supplier resources and manual delivery costs.
Except for the special cases expressly stated in this Policy, paid, provisioned, delivered or resource-occupied orders are not refundable.
2. Only Refundable Situation
A user may apply for a refund only when all of the following conditions are met:
- The purchased VPN, server, or proxy service is completely unable to connect during the service period.
- The complete unavailability is caused by TRXT.IO or upstream infrastructure.
- The issue is not caused by your local network, device, client, configuration error, DNS, ISP, target website, third-party platform risk control, regional policy, usage method or violation.
- You have submitted complete, valid and verifiable failure evidence.
- TRXT.IO confirms after technical verification that the service is indeed completely unavailable.
- TRXT.IO cannot restore the service within a reasonable time by repair, equivalent replacement, configuration reset, connection service migration or service-time extension.
Only when all of the above conditions are satisfied will we decide, based on actual circumstances, whether to issue a refund, partial refund, service-time extension or equivalent replacement.
3. Definition of Complete Unavailability
“Complete unavailability” means the connection service server itself is unreachable, the service port is unavailable, multiple different network environments cannot connect, and TRXT.IO backend or technical checks confirm a server-side fault, while the issue is not caused by the user’s configuration, device, local network, client, target platform or usage scenario.
The following are not complete unavailability: one website or app cannot be accessed; a target platform shows risk control, verification, login abnormality, IP risk, proxy detection or regional restriction; local network instability; device, browser, software or router errors; wrong protocol, region or configuration; subjective speed expectations; partial platform restrictions on an IP; service suspension due to abuse or violation; force majeure, policy changes, cross-border network fluctuation or third-party service issues.
4. Non-Refundable Cases
Except for the special situation described above, refunds are not accepted for opened, delivered, used or resource-occupied orders; subjective reasons such as no longer needing the service, buying the wrong plan, forgetting to cancel or temporary demand changes; wrong region, plan, protocol or billing period; inability to configure or use the service; local network, DNS, device, browser, software or router problems; target platform bans, verification, risk control or proxy detection; IP risk scores or third-party database labels; speed, latency, routing or stability not meeting subjective expectations; cryptocurrency sent to the wrong chain, address or currency; promotional, discounted, customized, designated-region or designated-IP plans; renewals, upgrades or effective service extensions; third-party payment, blockchain, bank, wallet or exchange issues; and orders involving fraud, stolen payments, chargebacks, malicious disputes or abnormal behavior.
5. Why General Refunds Are Not Supported
Dedicated connection services, dedicated IPs, bandwidth and servers incur costs once provisioned. After delivery, the IP or connection service may have been logged into, tested, bound to a platform, generated traffic or affected in risk status. Proxy and VPN services are instant digital services and cannot be returned, restored or resold like physical goods.
Some regions require upstream resources to be reserved in advance, and costs become irreversible after activation. The platform clearly states that trial use is not supported, and pricing is designed for formal provisioning. A strict refund policy helps prevent short-term abuse, testing and refunding, malicious IP occupation, attack-and-abandon behavior and chargeback fraud.
6. Required Evidence
If you believe you meet the refund conditions, contact support as soon as possible and submit the order number, account email or username, server location, protocol type, IP, port or service identifier, issue time with date and timezone, connection failure screenshots, client error logs, Ping/Traceroute/MTR/port-test or other network diagnostics, test results from at least two different network environments, and an explanation that local device, DNS, client configuration, software version and firewall issues have been excluded.
If the evidence is incomplete, unverifiable, unclear, based on a single test environment or cannot exclude user-side causes, we may reject the refund request.
7. Handling Priority
For verified service faults, TRXT.IO will first help troubleshoot configuration, client and network issues; then attempt to repair the original connection service; then replace it with an equivalent connection service in the same region or of equivalent value; then negotiate a nearby region or service-time extension if equivalent resources are temporarily unavailable. A refund review is considered only when repair, replacement and extension are not possible and the cause is confirmed to be on the TRXT.IO service side.
Refund is not the first option for fault handling.
8. Refund Amount and Method
If a refund is approved, TRXT.IO determines the amount based on the actual payment, used days, occupied resource costs, upstream supplier costs, payment channel fees, blockchain transfer fees, discounts, gifted time, campaign credits and whether replacement resources or service-time extensions have already been provided.
Unless TRXT.IO confirms immediate complete unavailability after provisioning, refunds are usually calculated based on unused service time and may deduct incurred costs and fees. Refunds are generally returned to the original payment method. If the original method is unavailable, we may negotiate a refund to platform balance, a cryptocurrency address or another feasible method.
Cryptocurrency refunds may incur on-chain fees, which are borne by the user or deducted from the refund amount. Losses caused by an incorrect refund address, chain, currency or receiving method are borne by the user.
9. Chargebacks and Disputes
If a user directly initiates a chargeback, payment dispute, malicious complaint, stolen-payment claim or blockchain fraud statement without communicating with TRXT.IO or without a valid refund request, we may immediately suspend or terminate related services, freeze account balance, delete or reclaim connection service resources, refuse future transactions, mark the account as high risk and retain order, login, payment, connection service, support and security records as evidence.
TRXT.IO reserves the right to pursue losses caused by chargebacks, malicious disputes or false complaints in accordance with law.
10. Force Majeure and Third-Party Factors
Service unavailability, speed reduction, partial website inaccessibility or business impact caused by natural disasters, war, strikes, riots, power failures, upstream data center or carrier faults, government policy, court or administrative orders, regional network blocking, cross-border restrictions, DNS pollution, international route fluctuation, third-party platform risk control or bans, large-scale attacks, security incidents, malicious traffic, abuse complaints or other factors beyond TRXT.IO’s reasonable control do not constitute refund grounds.
TRXT.IO may provide technical assistance, replacement resources, service extensions or other remedies depending on the situation, but does not promise refunds.
11. Policy Limitations
This Refund Policy applies to the maximum extent permitted by law. If your local law provides mandatory consumer rights that cannot be excluded or limited, those mandatory rights are not affected. To the extent permitted by law, you agree that the service is an instantly delivered digital service that occupies dedicated resources and is not subject to no-reason refunds after activation.
12. Contact
Website: TRXT.IO
Support: Telegram @lonmenhr
Email: send.letter@trxt.io
Company: TRXT Digital Infrastructure Ltd.