Refund Policy
We always strive to resolve technical issues first before considering a refund.
General Conditions
Most issues can be resolved by properly configuring the Service. If the issue cannot be resolved, the refund will be issued using the same payment method that was used for the purchase.
- A refund for the trial plan may be requested without providing a reason if the request is submitted within 2 calendar days after payment.
- Before processing your request, we may ask for additional information to help identify the issue and offer a solution.
- For all other subscription plans, refund requests are accepted within 7 calendar days, subject to the conditions described below.
Refunds for Standard Subscription Plans
Refunds are considered only if all of the following conditions are met:
- The request is submitted within 7 calendar days after payment.
- The amount of data transferred does not exceed the applicable limits.
If, after troubleshooting, the Service operates correctly (the connection is stable and the Service functions as intended under the selected subscription plan), no refund will be issued.
If the issue cannot be resolved, the refund amount is determined based on the amount of data transferred:
| Data Transferred | Refund Amount |
|---|---|
| Up to and including 1 GB | 100% |
| More than 1 GB and up to 5 GB | 50% |
| More than 5 GB and up to 10 GB | 25% |
| More than 10 GB | No refund |
How to Request a Refund
- Send your request to admin@iceprog.com, including your account email address, payment date, and a brief description of the issue.
- If necessary, we may request additional materials such as screenshots, connection details, or diagnostic results.
- To speed up the review process, please complete the recommended troubleshooting steps and provide the requested information.
- To investigate the issue, we require sufficient information to reproduce the problem.
- Refund requests are reviewed within up to 7 business days after all required information has been received.
- Approved refunds are issued to the original payment method. Payment processor fees, where not reimbursed by the provider, may be deducted.
Limitations
- Refunds are not available if the Service has been used in violation of the Terms of Service.
- Initiating a chargeback may result in temporary suspension of access until the payment provider completes its investigation.
- Requests submitted more than 7 calendar days after payment will not be considered regardless of the amount of data transferred.
- If the information required to verify and reproduce the issue is not provided, the refund request may be denied.
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