Refund Policy

We want you to be satisfied with ProtonURL. This policy explains when and how refunds are issued for paid subscriptions (API Starter, API Pro, API Business).

1. Refund-Eligible Situations

Due to the immediate digital delivery nature of our Service, subscription fees are generally non-refundable, except in the following cases:

• New subscriber 7-day guarantee: First-time subscribers may request a full refund within 7 days of the initial charge, provided usage does not exceed 10% of the plan monthly quota.
• Duplicate charges: Full refund for billing errors resulting in duplicate charges for the same period.
• Verified service interruption: If our service is interrupted for more than 72 consecutive hours due to our fault, you are eligible for a prorated refund or service credit.
• Statutory rights: Where applicable law grants withdrawal or refund rights — such as the EU and UK 14-day cooling-off period, or equivalent rights in Australia — those rights are preserved. These rights apply to first-time purchasers and expire once you have used the service.

2. Non-Refundable Situations

• Refund requests made after the windows above without exceptional circumstances.
• Subscription period fees already used (except under Section 1 circumstances).
• Annual subscription refund requests made more than 30 days after initial purchase.
• Accounts terminated for violation of our Acceptable Use Policy or Terms of Service.
• Free plan usage — there is nothing to refund.

3. How to Request a Refund

Email with the following information:

• The email address of your account.
• The date and amount of the charge.
• The transaction ID or invoice ID (if available).
• A brief description of the reason for your request.

We confirm receipt within 2 business days and process eligible refunds within 5–10 business days.

4. Processing Time

Approved refunds are submitted to our payment provider Waffo Pancake within 3 business days of approval. Depending on your bank or card issuer, funds typically appear within 5–10 business days after submission.

5. Chargebacks

Please contact us before opening a payment dispute with your bank or card issuer — we can usually resolve issues faster than a formal chargeback. We commit to responding within 2 business days and resolving confirmed billing errors within 5 business days. Accounts with unresolved chargebacks may be suspended until the dispute is settled.

6. Mid-Cycle Cancellation

Canceling your subscription stops future billing immediately. The current paid billing period remains active until its scheduled end date; it is not prorated or refunded unless required by applicable law.

7. Statutory Rights

Nothing in this policy limits mandatory consumer protection rights in your country of residence, including any statutory right of withdrawal. If you are an EU or UK consumer, you retain your 14-day withdrawal right for first purchases; this right expires once you have accessed the service.

Refund questions? Contact — we typically respond within one business day.