Service Refund Agreement

This Refund Agreement is a valid contract entered into by and between IPFLY (including but not limited to the official IPFLY website) and you (hereinafter referred to as the "Customer") regarding the refund matters of purchasing IPFLY products and services. In accordance with the Civil Code of the People's Republic of China, the Law of the People's Republic of China on the Protection of Consumer Rights and Interests, the E-commerce Law of the People's Republic of China, and other relevant laws and regulations, and based on the principles of equality, voluntariness, fairness, and good faith, both parties agree to abide by the following terms.

1. Effectiveness of the Agreement

1.1 This Agreement shall take effect on the date the Customer confirms or accepts the terms herein. The Customer's confirmation methods include, but are not limited to: signing, sealing, clicking a confirmation button, or other methods indicating consent.

1.2 Prior to the Customer's confirmation, IPFLY has made reasonable prompts regarding important clauses (especially refund restriction clauses) related to the Customer's rights and interests in this Agreement by means of bold fonts, independent checkboxes, etc., and the Customer has fully read and understood the entire content.

1.3 Once this Agreement takes effect, it becomes the sole and valid agreement between both parties regarding refund matters. Any oral promises or promotional advertisements inconsistent with this Agreement shall be subject to this Agreement.

2. Service Description

2.1 The services provided by IPFLY include, but are not limited to, network proxy services such as overseas IP proxies. Given that such services are virtual products based on network technology, the proxy resources are exclusive, instantaneously consumable, and non-recoverable. Once the Customer obtains service access permissions, the resource is occupied by that Customer and cannot be reallocated, resold, or recovered.

2.2 After the order is confirmed and service delivery is completed, the service subject is specified, and refunds are not supported in principle. "Delivery completed" herein refers to the occurrence of any of the following circumstances:

(a) IPFLY has provided the Customer with the access information required for the service, such as the account, port number, and password;

(b) The Customer successfully establishes a connection for the first time via the client or API and generates traffic consumption (subject to the IPFLY backend log records);

(c) More than 2 hours have passed since the order was generated, and the Customer has not raised any objection to IPFLY regarding the non-receipt of delivery credentials.

2.3 If the service fails to meet the agreed quality standards or there is a technical fault on IPFLY's part, the Customer may apply for a refund in accordance with Article 3 of this Agreement. However, a refund is not the primary avenue for resolving issues; repair takes precedence over a refund.

3. Refund Terms

3.1 Conditions for Refund Requests

3.1.1 Due to the nature of the service, once the order is confirmed and the service is delivered, IPFLY does not accept refund requests in principle. The Customer has the right to submit a refund application only if all of the following conditions are met simultaneously:

(a) The Customer submits a refund request through official channels for the first time within 24 hours of purchase (based on the order generation time);

(b) The Customer provides clear and complete evidentiary materials, including but not limited to screenshots, error messages, operation logs, local network environment data, and a detailed description of the inability to use the service;

(c) Verified by IPFLY's technical department, the sole and direct cause of the fault is a technical problem with IPFLY's core servers;

(d) The technical problem results in the service being completely unavailable (0% availability), rather than slow speed, partial IP unavailability, or phased interruptions.

3.1.2 If there are indeed quality issues with the service, they shall be handled in the following order:

(a) IPFLY will prioritize taking technical repair measures to solve the problem;

(b) If the repair is successful, no refund will be processed, but compensation in the form of extended service duration may be granted at IPFLY's discretion;

(c) The refund processing procedure will only be initiated when IPFLY confirms that the repair is impossible.

3.2 Refund Application Process

3.2.1 Refund Request Submitted

The Customer must submit a refund application through the ticket system on the official IPFLY website, accompanied by the order number, account information, and all supporting materials.

3.2.2 Submission Time Limit:

The refund application must be submitted within 24 hours of purchase (based on the submission time recorded by the ticket system).

3.2.3 One-time Submission of All Materials:

The Customer should attach all evidentiary materials upon initial submission (including but not limited to screenshots, error messages, operation logs, local network environment data, and a detailed description of the issue). If IPFLY requires supplementary information during the review process, the Customer must provide it within 2 working days; failure to supplement within the time limit will be deemed as an automatic withdrawal of the application.

3.2.4 Review Period:

Upon receipt of complete application materials, IPFLY will conclude the technical review and notify the Customer of the result in writing within 5 working days. During the review period, IPFLY may request the Customer to cooperate with remote diagnostics or provide additional log information. If the Customer refuses to cooperate, IPFLY reserves the right to terminate the review.

3.3 Refund Processing

3.3.1 If the review confirms that the service did not meet the agreed quality standards, IPFLY will take repair measures; if unrepairable, a partial or full refund will be issued according to the Customer's request. Under circumstances that meet the refund conditions, IPFLY will complete the refund processing within 3 working days.

3.3.2 The refund will be returned via the original payment method, with relevant handling fees or other charges deducted.

3.4 Special Circumstances

3.4.1 If the Customer provides false information (e.g., fabricating the inability to use the service) or maliciously abuses the refund policy (e.g., frequent unreasonable refund applications), IPFLY reserves the right to refuse the refund request and may take legal measures to protect its commercial rights and interests.

3.4.2 If the refund application does not meet the conditions stipulated in this Agreement or exceeds the refund time limit, IPFLY reserves the right to refuse the refund.

3.4.3 If the Customer's account is banned by IPFLY due to violations of national laws and regulations or the IPFLY Service Agreement (including but not limited to using this service to engage in any illegal activities), all balances and purchased services within the account will be non-refundable.

3.4.4 The official IPFLY website explicitly states that "IPFLY products are only supported for use in overseas network environments." If a refund is requested on the grounds of lacking an overseas network environment, IPFLY reserves the right to refuse the refund.

4. Customer Service and Complaints

4.1 You acknowledge and agree that the services provided by IPFLY are limited to products sold on the IPFLY platform. IPFLY has no obligation to assist in optimizing non-IPFLY products purchased independently by the Customer.

4.2 If the Customer has any questions or dissatisfaction regarding the order or service, please contact us promptly through the official IPFLY website or online customer service, and we will do our best to provide help and solutions.

5. Governing Law and Dispute Jurisdiction

5.1 The conclusion, validity, interpretation, performance, and dispute resolution of this Agreement shall be governed by the laws of the People's Republic of China.

5.2 Any dispute arising from or related to this Agreement shall first be resolved through friendly negotiation between the parties (for a negotiation period of no less than 15 working days). If negotiation fails, both parties irrevocably agree to submit the dispute to the competent People's Court in the jurisdiction where IPFLY's operating entity is located for resolution through litigation.

5.3 The Customer explicitly acknowledges and agrees to waive the right to raise objections to the aforementioned jurisdiction arrangement on the grounds of non-local jurisdiction, forum non conveniens, or other reasons.

6. Miscellaneous

6.1 If any provision of this Agreement is deemed invalid or unenforceable by a competent authority, the validity of the remaining provisions shall not be affected, and IPFLY reserves the right to make reasonable amendments to such invalid provision.

6.2 IPFLY may revise this Agreement in accordance with changes in laws and regulations or business adjustment needs. The revised Agreement will be published on the official website and shall take effect 7 days after the date of publication. The Customer's continued use of the service shall be deemed as acceptance of the revised content; if the Customer disagrees with the revisions, they must stop using the service and request termination before the effective date, but payments for already purchased services will not be refunded.