Refund Policy

Overview

This Refund Policy explains when purchases from Vital Innovations LLC ("Vital," "we," "us," or "our") may be refunded, replaced, exchanged, extended, or converted into account credit.

It applies to residential and mobile bandwidth, ISP proxy products, subscriptions and renewals, automatic top-ups, account credits, cryptocurrency payments, promotional value, and related products or services purchased through the Vital website, dashboard, support channels, or an approved order.

Vital determines whether a purchase meets the product-specific eligibility requirements in this Policy. For Paddle-processed payments where Paddle acts as merchant of record, an approved monetary refund is submitted to and processed by Paddle. For Stripe-processed payments, Vital authorizes the refund and Stripe processes the payment reversal.

This Policy forms part of the Vital Terms and Conditions. It does not limit any refund, withdrawal, cancellation, conformity, or other consumer right that cannot lawfully be waived.

Refund requests must be submitted directly to Vital through billing@vital-data.io, live chat, or an available dashboard support channel.

Summary of Key Points

• An unused residential or mobile purchase may be eligible for a refund when requested within three calendar days and no more than 100 MB has been used solely for initial testing.
• An initial ISP purchase has a 24-hour grace period. ISP renewals are non-refundable except where required by law or where Vital made a verified billing or provisioning error.
• For an eligible ISP technical problem, replacement is normally the first remedy. A full refund may be issued if Vital cannot provide a suitable replacement.
• Correctly triggered automatic top-ups, used bandwidth, meaningful product use, account credits, promotional credits, and elapsed subscription time are generally non-refundable.
• Temporary outages, target-site blocks, customer configuration problems, and third-party failures do not automatically qualify for a refund.
• Duplicate charges and verified Vital billing or provisioning errors will be corrected through a refund, exchange, extension, or other appropriate remedy.
• Approved refunds normally remove access to the refunded product and are returned to the original payment method.
• Fraud, prohibited use, refund abuse, false claims, and premature chargebacks may result in denial, suspension, or termination.

1. General Eligibility

Refund eligibility depends on the product, time since delivery, amount and nature of use, reason for the request, troubleshooting results, payment method, account conduct, and applicable law.

Submitting a request does not guarantee approval. Vital may, depending on the circumstances, provide a monetary refund, replacement, exchange, subscription extension, account credit, correction, or no remedy where the purchase is ineligible.

A request must include enough information for us to identify the account, order, payment, affected product, relevant dates, and reason for the request. We may require identity, account, transaction, tax, wallet, security, or technical verification before acting.

A goodwill exception or remedy offered in one case does not create an obligation to provide the same outcome in another case.

2. Residential and Mobile Bandwidth

Three-day unused-purchase window

A residential or mobile bandwidth purchase may be eligible for a monetary refund when the request is submitted within three calendar days after purchase and the allocation has not been meaningfully used.

For this purpose, limited initial testing of no more than 100 MB may be treated as unused, provided the traffic was solely for genuine setup or compatibility testing and there was no sustained, production, resale, client, automation, or other meaningful use.

Use is measured using Vital's infrastructure records. Both uploaded and downloaded bytes count toward usage. Dashboard values may be rounded or delayed, but backend records control unless there is a manifest technical or calculation error.

Meaningful use

Once more than 100 MB has been consumed, or the product has otherwise been meaningfully used, the purchase becomes non-refundable except for a verified Vital error, non-delivery, a qualifying unresolved defect, or a mandatory legal right.

Unused portions of a meaningfully used bandwidth purchase are not separately refundable, and bandwidth is not prorated based on the amount remaining.

Wrong plan or product

When an unused or minimally tested purchase was made for the wrong residential or mobile plan, location option, or product type, Vital may offer an exchange or account credit instead of a monetary refund. Any price difference must be paid, and no cash is returned for a lower-priced replacement unless Vital expressly agrees or applicable law requires it.

Residential and mobile balances may be exchanged or converted only with Vital's approval. Products, credits, or balances may not otherwise be transferred between accounts.

Inability to provide the purchased service

If Vital permanently cannot provide the purchased residential or mobile service, Vital may provide replacement service, an equivalent product, an account credit, or a refund of the affected unused amount. Vital may choose the commercially reasonable remedy unless applicable law requires a particular remedy.

3. Initial ISP Purchases

24-hour grace period

An initial ISP proxy purchase may be eligible for a full refund when the request is submitted within 24 hours after the credentials or assigned IP are first made available.

The grace period is intended for reasonable setup and compatibility testing. Eligibility may be denied where the ISP proxy was used for sustained or production activity, resold or supplied to downstream customers, used abusively or unlawfully, or materially altered in reputation or availability through the customer's activity.

ISP proxies are not metered by bandwidth for refund eligibility. We instead consider connection history, session patterns, destinations, duration, reported activity, complaints, and other available evidence of meaningful use.

The 24-hour grace period applies only to an initial ISP purchase. It does not apply to automatic renewals, manual renewals, extensions, replacement IPs, or additional terms for an existing ISP allocation.

4. ISP Technical Problems and Replacements

Replacement first

For an eligible ISP technical or provisioning issue, replacement is normally the first and exclusive remedy. Subject to verification and availability, Vital may provide up to one replacement during the paid term.

A replacement may be considered where the proxy cannot connect, authentication consistently fails, the IP is materially slower than reasonably represented, the country or product type is incorrect, the IP appears not to be exclusively assigned, the IP becomes unavailable because of an upstream-provider issue, or the IP is broadly unusable across multiple unrelated permitted destinations.

A block or failure on one specific website does not automatically qualify for replacement or refund because Vital does not guarantee acceptance by any particular destination. We may still investigate the issue and offer a replacement in our discretion.

Customer-caused problems

If the customer's traffic or conduct caused or materially contributed to a ban, blacklist, complaint, loss of reputation, suspension, or deterioration, Vital may provide a replacement in its discretion but will not provide a monetary refund.

When no suitable replacement is available

If Vital verifies an eligible issue and cannot provide a suitable replacement within the applicable troubleshooting period, Vital may issue a full refund for the affected ISP purchase. The refunded IP and credentials are revoked immediately.

A replacement does not have to match the previous IP, subnet, ASN, provider, city, carrier, latency, reputation, or destination acceptance, provided it materially matches the purchased product type and represented location.

5. ISP Renewals, Extensions, and Cancellation

Automatic ISP subscription renewals, manual renewals, one-time renewals, and term extensions are non-refundable once charged, except where required by law or where Vital verifies a duplicate charge, incorrect charge, non-delivery, or other billing or provisioning error.

Forgetting to cancel, failing to notice a renewal reminder, not using the renewed ISP proxy, or changing your mind after renewal does not create refund eligibility.

If a renewed ISP allocation has been used, the renewal is non-refundable except for mandatory legal remedies or a verified Vital error.

Cancelling a subscription prevents future renewals but does not reverse an existing charge or produce a prorated refund. Access normally continues until the end of the paid term.

When the paid term ends, the IP may immediately return to Vital's available pool and later be assigned to another customer. Cancellation does not reserve the IP for a later purchase.

6. Troubleshooting and Technical Claims

Before a technical refund is approved, you must give Vital a reasonable opportunity to investigate, reproduce, replace, or correct the issue. The normal troubleshooting period is up to three business days after we receive the information reasonably required to investigate.

You may be required to provide the order or transaction reference, affected product, proxy username or subuser, dates and timestamps, error messages, test destination, relevant logs or screenshots, configuration details, and confirmation that the service was tested using supported settings.

Failure to cooperate, withholding relevant information, deleting evidence, or refusing reasonable tests may prevent verification and result in denial.

Refunds are not provided for problems caused by customer code or configuration, incorrect credentials, unsupported proxy settings, customer internet or firewall restrictions, third-party software, destination-site changes or blocks, CAPTCHAs, customer device issues, exceeded bandwidth or account limits, exceeded thread or throughput limits, prohibited use, abuse, or another matter outside Vital's reasonable control.

A subjective preference, a performance result that was never guaranteed, or incompatibility that could reasonably have been identified through available product information or initial testing does not automatically qualify for a refund.

7. Outages and Service Credits

Temporary downtime, maintenance, intermittent errors, performance degradation, upstream-provider incidents, destination failures, internet routing issues, or other temporary disruptions do not automatically qualify for a monetary refund.

Unless a separate written enterprise agreement provides a service-level agreement, Vital does not guarantee uptime or service credits.

Vital may, as a goodwill measure, consider an account credit or subscription extension after a verified continuous outage of at least six hours that materially affected the purchased service and was primarily attributable to Vital's infrastructure. This is discretionary and does not create an ongoing entitlement or service-level commitment.

Scheduled maintenance, announced emergency maintenance, force-majeure events, third-party failures, destination-specific failures, or outages caused or worsened by the customer do not normally qualify for goodwill credit.

8. Duplicate Purchases and Incorrect Orders

Duplicate charges

A confirmed duplicate payment or charge caused by a billing or technical error will be corrected. Depending on the customer's preference and product availability, Vital may refund the duplicate, exchange it for another product, or extend the original product.

When a customer independently submits the same order twice, a remedy is normally available only if the additional product, allocation, bandwidth, or term remains unused.

Wrong country, product, plan, or quantity

If you purchase the wrong country, product, plan, or quantity, contact Vital promptly. When technically possible and the affected purchase remains eligible, Vital may choose between exchanging the product and issuing account credit.

A cash refund is not guaranteed for a customer ordering mistake, particularly after delivery or meaningful use.

Vital errors

If Vital verifies an obvious billing, calculation, or provisioning error, we will correct the order or refund the affected amount without requiring the customer to accept account credit.

9. Automatic Top-Ups

A correctly triggered automatic top-up is non-refundable, including where the customer forgot the rule was enabled, did not notice a notification, or later decided the additional bandwidth was unnecessary.

You are responsible for reviewing and maintaining the rule's status, balance threshold, refill amount, product, saved payment method, and monthly spending cap and for disabling the rule before it triggers when you no longer want automatic purchases.

A top-up may be refunded or corrected after verification if it triggered contrary to the configured threshold, exceeded the configured monthly cap, was duplicated because of a Vital or payment-system error, was charged for an incorrect amount, or failed to deliver the purchased balance.

Vital may, in exceptional circumstances, approve a goodwill refund for a completely unused mistaken top-up requested within 24 hours. This is discretionary and does not apply to repeated requests or attempts to avoid a correctly configured authorization.

Delayed, filtered, missed, or undelivered notification emails do not change the validity of a correctly triggered top-up because the rule configured in the dashboard controls the authorization.

10. Account Credits, Promotions, and Referrals

Purchased account credit, promotional credit, referral rewards, trial balances, coupons, goodwill credits, subscription extensions, and similar non-cash value are final and non-refundable except where applicable law requires otherwise.

Credits have no cash value, cannot be withdrawn, cannot be transferred unless Vital approves it, and may be used only for eligible Vital products.

Credits and rewards may be revoked when obtained through duplicate trial participation, self-referral, fraud, chargeback, refund abuse, false information, prohibited use, or other manipulation.

When an approved purchase refund relates to an order paid partly with money and partly with credit, the eligible monetary portion is returned to the original payment method and the eligible credit-funded portion is normally restored as account credit.

11. Cryptocurrency Payments

Cryptocurrency payments are generally final and non-refundable because blockchain transactions are irreversible and may involve exchange-rate movement, confirmation delays, and wallet or network risk.

A cryptocurrency refund may be considered for a verified duplicate payment, Vital-caused non-delivery, confirmed Vital billing error, or a mandatory legal remedy.

An approved cryptocurrency refund is calculated using the original United States dollar value attributed to the eligible payment or refunded portion at the time of purchase, not the cryptocurrency's later market value.

Vital does not deduct a separate cryptocurrency network, exchange, or processing fee from an approved refund, but the amount received may still be affected by blockchain, wallet, intermediary, or exchange mechanics outside Vital's control.

You must provide a compatible refund wallet and verify the address and network. Vital is not responsible for loss caused by an incorrect, incompatible, inaccessible, or third-party-controlled address supplied by you.

An underpayment is treated as a failed order and the product is not delivered unless the required amount is successfully reconciled.

An overpayment does not increase the product quantity, bandwidth, term, or credit delivered. Excess cryptocurrency is generally not refundable or credited unless Vital approves recovery after review or applicable law requires otherwise.

12. Unauthorized Payments and Account Security

Report a suspected unauthorized payment to Vital immediately. We may suspend affected access, revoke credentials, preserve evidence, investigate account activity, and coordinate card-payment handling with Paddle, Stripe, or another applicable provider.

Purchases made through an account or credentials that the customer failed to secure are not automatically refundable, particularly after the product was delivered or used. We will consider the available evidence, applicable payment-provider rules, and mandatory law.

You may be required to secure the account, change credentials, verify identity, explain the incident, and cooperate with Vital, Paddle, Stripe, Cryptomus, the relevant payment provider, or a financial institution.

Nothing in this section prevents a consumer from exercising non-waivable rights concerning genuinely unauthorized payment transactions.

13. Refund Requests and Deadlines

Submit all requests directly to Vital through billing@vital-data.io, live chat, or an available dashboard support channel. Do not send cryptocurrency refund details through a public chat or community channel.

The three-day residential and mobile window and the 24-hour initial ISP grace period are product-specific eligibility periods. Requests made after those periods may still be reviewed for non-delivery, verified defects, duplicate charges, Vital billing errors, or mandatory legal rights.

Billing, calculation, duplicate-charge, and technical-error claims should be reported promptly and, where practical, within 30 days after the relevant payment or event. Mandatory legal periods override any shorter deadline in this Policy.

Vital normally provides an initial response or decision within five business days after receiving sufficient information. Complex, fraudulent, provider-dependent, or technically disputed cases may require additional investigation.

After final approval and receipt of any required information, Vital normally submits the refund for processing within one business day.

14. Refund Method and Timing

Approved monetary refunds are returned to the original payment method whenever possible for fraud prevention, audit, tax, and payment-provider compliance.

For a Paddle transaction, Vital authorizes or submits the approved refund through Paddle, and Paddle processes the payment reversal as merchant of record. For a Stripe transaction, Vital authorizes the refund and Stripe processes the reversal to the original payment method where supported.

After submission, a bank, card network, wallet, exchange, blockchain, or payment provider may require additional time to display or settle the refund. Vital does not control those external processing times.

Account credit may replace a monetary refund only with the customer's agreement, except where the original method cannot accept a refund and an alternative is permitted by law.

Tax-only adjustments or refunds may require additional documentation and are handled under applicable law and the merchant-of-record or payment-provider process.

15. Effect of a Refund

When a refund is approved, access to the refunded product may be suspended or terminated immediately. Vital may remove the corresponding bandwidth, IP assignment, credentials, subscription term, account credit, reward, discount, bonus, or other value.

If only part of an order is refunded, Vital may proportionally remove or recalculate the related balance, allocation, term, discount, promotional bonus, referral reward, or bundled benefit.

You must stop using a refunded product and must not attempt to retain access through cached credentials, subusers, API keys, duplicate accounts, or other circumvention.

A refund does not prevent Vital from retaining records required for accounting, tax, fraud prevention, dispute handling, security, or legal compliance.

16. Fraud, Abuse, and Chargebacks

Vital may deny, pause, reverse, or investigate a request connected to fraud, prohibited activity, duplicate-trial abuse, unauthorized resale, credential sharing with an unauthorized reseller, false statements, altered evidence, repeated refund abuse, consumption before a planned refund request, or an attempt to receive more value than was paid.

Filing a chargeback or payment dispute before contacting Vital may result in immediate suspension of the account, credentials, products, balances, subscriptions, and related accounts while the matter is investigated.

Vital may provide relevant account, payment, delivery, login, usage, connection, communication, and abuse evidence to Paddle, Stripe, Cryptomus, a payment provider, card network, bank, upstream provider, professional adviser, regulator, court, or authority as permitted or required.

An approved or pending refund may be cancelled, withheld, or recovered if the customer separately receives or pursues a chargeback, reversal, insurance recovery, or other reimbursement for the same payment. A customer may not receive double reimbursement.

17. Consumer Rights and Immediate Delivery

This Policy applies worldwide, but mandatory consumer laws may provide additional rights for defective, misdescribed, unavailable, undelivered, or non-conforming digital products or services. Those rights are not excluded or reduced by this Policy.

A consumer is generally an individual purchasing mainly for personal purposes. Purchases made mainly for business, professional, organizational, resale, or client purposes are governed by the contractual rules in this Policy to the fullest extent permitted by law.

Vital products are normally provisioned immediately after payment. At checkout, a consumer may be asked to expressly request immediate delivery or performance and acknowledge that beginning or completing digital delivery may affect or end a statutory withdrawal right where applicable law permits.

The exact effect of immediate performance depends on the applicable law, the type of product, whether performance has begun or been completed, the consumer's express request and acknowledgement, and the amount already used. Nothing in this Policy states that a mandatory right is lost where the legal conditions for that result have not been satisfied.

Where a consumer has a mandatory right to withdraw after performance has begun, Vital or the merchant of record may deduct or retain any proportionate amount permitted by law for service already supplied.

18. Relationship with Other Terms

This Refund Policy should be read together with the Vital Terms and Conditions, Privacy Policy, checkout disclosures, product descriptions, order confirmations, and any applicable payment-provider or Paddle buyer terms.

A separately signed enterprise, reseller, or negotiated agreement may contain different refund, replacement, service-credit, or service-level terms and overrides this public Policy to the extent of a conflict.

If this Policy conflicts with a mandatory law or a binding merchant-of-record obligation, the mandatory rule or applicable merchant-of-record requirement controls for that transaction.

The English version controls if a translation differs, except where applicable law requires otherwise.

19. Changes to This Policy

We may update this Refund Policy to reflect changes to products, payment providers, checkout flows, fraud controls, legal requirements, or business operations. The current version will display a revised "Last updated" date.

A change does not retroactively remove a refund right that had already become legally or contractually available for a completed purchase.

Material changes may be communicated by email and may also be displayed on the website or dashboard.

20. Contact Us

Refund requests and questions should be submitted to Vital Innovations LLC.

Email: billing@vital-data.io

You may also use live chat or an available dashboard support channel.

Postal address:

Vital Innovations LLC

5830 E 2nd St, Ste 7000 #11015

Casper, WY 82609

United States