Refund & Cancellation Policy

1. General Principle

Proxy bandwidth, static IP allocations, VPS compute time, and captcha solver credits are digital goods that are delivered immediately on payment and consumed by you. Once a product has been provisioned and at least partially used, it is non-refundable except where a statutory warranty claim (Gewährleistung) applies or where this policy grants a specific refund right.

2. Residential, Mobile & Datacenter Proxies (Bandwidth)

• Bandwidth packages (Light, Basic, Advanced, Mobile, Datacenter) are delivered instantly on purchase. Unused bandwidth does not expire and remains on your account indefinitely.
• Refunds are granted within 7 days of purchase if less than 100 MB of the purchased bandwidth has been consumed and the service is demonstrably unfit for purpose (e.g. prolonged outage, mislabeled country pool). Contact support@zentislabs.com.
• Partial refunds for consumed bandwidth are not offered. We may instead issue a service credit at our discretion.

3. ISP Proxies

• Daily ISP orders are non-refundable once the IPs have been assigned.
• Monthly ISP subscriptions can be cancelled at any time from the dashboard. Cancellation stops the next auto-renewal; the current billing period is not refunded.
• Each ISP order includes one free swap (replacement of the full IP batch). Additional swaps are chargeable and non-refundable.
• If the provider delivers an unusable batch (> 20% of the IPs blocked by major targets on delivery), contact support within 24 hours for a free swap or full refund.

4. VPS Servers

• VPS compute is billed in advance for the selected period (daily, 3-day, weekly, monthly). Once provisioned, the charge is non-refundable because the provider capacity is reserved for you for the full period.
• Monthly VPS subscriptions can be cancelled from the dashboard before the next renewal date. Cancellation takes effect at the end of the current billing period.
• Each VPS order includes one free rebuild (recreate) within its lifetime. If the server fails to boot or hardware is broken on the provider side we will migrate or refund the unused portion on request.
• Data loss caused by expiry, termination, or rebuild is not reimbursable - back up your data.

5. Captcha Solver Credits

Solver token packages are delivered instantly. Unused tokens never expire. Refunds are granted within 7 days of purchase if fewer than 50 tokens have been consumed and the service is unavailable or returns systematic errors on your behalf.

6. Subscription Cancellation

All Stripe-managed subscriptions (monthly ISP, monthly VPS) can be cancelled from the billing section of your dashboard or by emailing billing@zentislabs.com. Cancellation stops the next charge; the in-flight period runs to its natural end. We do not pro-rate unused time on cancellation.

7. Chargebacks & Disputes

Please contact us before opening a chargeback with your card issuer. Unjustified chargebacks result in immediate account suspension until the dispute is resolved and we reserve the right to recover dispute fees under § 280 BGB.

8. How to Request a Refund

Email billing@zentislabs.com from the address on file with: (a) your order ID, (b) the product/plan affected, (c) the reason for the request, and (d) any logs or screenshots that support the claim. Eligible refunds are processed back to the original payment method within 5–10 business days via Stripe.

9. Changes to this Policy

We may update this policy to reflect changes in our services or legal requirements. The version in force at the time of your order applies to that order. Material changes will be announced by email or dashboard notice at least 14 days in advance.

10. Contact