Refunds & Disputes

Last updated: 28 September 2026 · Goldkeep Digital LLC

This policy applies to top-ups made on or after 28 September 2026. Earlier top-ups are handled under the policy in effect at the time.

1. Prepaid balance

Roam is a prepaid, pay-as-you-go service. Top-ups convert to account balance that never expires and can be used at any time. Every account receives free trial credit; please use it to confirm the service fits your needs — including speed, latency and compatibility with your target sites — before you pay.

2. When a refund is available

A refund is available only if all of the following apply:

• It is the first top-up on the account. Each customer may receive at most one refund, regardless of how many accounts they hold.
• The request is made within 24 hours of the top-up.
• Total usage on the account is no more than 100 MB. Usage is always drawn from paid balance first, then from any bonus or trial credit.
• The service does not work because of a fault on our side (for example, you cannot connect, authentication fails, or no IPs are available in the selected country), you have opened a support ticket describing the problem, and we have not resolved it within 24 hours.

Duplicate charges and payment errors are always refunded in full once verified, regardless of the conditions above.

3. What is not refundable

• Dissatisfaction with speed, latency, IP quality or results on a target site; no longer needing the service; or lack of technical knowledge to set it up.
• Top-ups paid in cryptocurrency (including USDT and other payments made through MixPay).
• Bonus, promotional, trial and referral credit, including first top-up bonuses. When a refund is granted, all bonus credit attached to that top-up is forfeited.
• Traffic already consumed, and static IP rentals (the address is allocated to you exclusively the moment you buy).
• Remaining balance after partial use. We do not issue pro-rata refunds.
• Accounts suspended or terminated for breach of the Terms of Service, and accounts that have filed a chargeback.

4. How refunds are paid

Approved refunds are returned to the original payment method, typically within 5–10 business days of approval. Payment processing fees that cannot be recovered from the payment provider are deducted. Once a refund is issued, the account's remaining balance is set to zero. We may ask you to verify your identity and payment details before approving a refund.

5. How to request a refund

Open a ticket in the member dashboard or email support@roamproxy.com with your account email, the date and amount of the top-up, and a description of the technical problem. We respond within 1 business day.

6. Disputes & chargebacks

If you have a question about a charge, contact support@roamproxy.com first. Filing a bank chargeback without contacting us first results in suspension of the account and loss of any refund eligibility. We reserve the right to present transaction and usage records in response to chargebacks.

7. Contact

support@roamproxy.com (Goldkeep Digital LLC), support replies within 24 hours.