Refund Policy

01General rules

This policy applies to paid Curales VPN and proxy services. For refund enquiries, contact Telegram @curales_support.

Activation means the provider has provisioned the paid service and it is available for use with the agreed parameters. Payment confirmation alone, without service provisioning, is not activation.

This document does not limit mandatory consumer rights, including a right to withdraw from a contract where applicable law provides one. Activation alone does not replace separate consent or acknowledgement if the law requires it for a change to the right of withdrawal.

02Grounds for a request

• Payment is confirmed but the service has not been provided. If the provisioning issue cannot be resolved within an agreed or legally required period, a refund for the unprovided service will be considered.
• A duplicate or erroneous charge. A confirmed duplicate payment for the same order or an excess amount received is subject to verification and refund of the excess, unless it has been applied to another service with your consent.
• Material non-conformity with the order. For example, the wrong product, term or allowance was provided and was not properly corrected. Depending on the circumstances, correction, a proportionate price reduction or a refund may be appropriate.
• The service stopped before the paid period ended for reasons on the service’s side. Restoration, compensation or a refund for the unprovided part is considered in light of the circumstances and the law.
• Other mandatory grounds. Where applicable law provides a right to a refund or withdrawal, that right is preserved regardless of this policy’s general limitations.

Cancelling an unpaid invoice does not require a refund. If you have already sent a payment but it is not yet confirmed, the transaction status must first be established.

03Refunds after activation

Voluntary refunds are not offered after activation for a properly functioning service that conforms to the order. A change of plans, no further need for the service, unused traffic or a plan selected by mistake does not, by itself, qualify for such a refund.

A package’s expiry does not automatically trigger a refund of its unused balance. Free bonuses and test allocations have no monetary refund value.

These limitations apply only to the extent permitted by applicable law. They do not automatically apply to service defects, incorrect provisioning, erroneous charges or infringements of mandatory consumer rights.

04Connection problems

If you encounter a problem, tell us which service and application you use, when the error occurred and what appears on screen. Support may suggest checking settings, updating the subscription, switching to an available node or performing safe troubleshooting.

A block by a particular third-party website or characteristics of your device or network do not always indicate a service defect. However, each request is assessed individually: troubleshooting must not replace or unreasonably delay a refund required by law.

05How to request a refund

1. Contact @curales_support and label your message “Refund”.
2. Provide your account email and Curales order number or Trybit invoice number.
3. State the payment date, amount and method. For cryptocurrency, include the transaction hash and network name if needed.
4. Explain the reason and your preferred resolution. If there is an error, attach a screenshot without passwords or secret links.

We verify order ownership, payment status, provisioning and service usage. We may request missing information. Do not share a seed phrase, private key, account password or full wallet access: these are not needed for a refund.

Contact us without undue delay so that relevant information can be preserved. Failing to contact us within an arbitrarily short period does not remove mandatory rights.

06Review and refund amount

Support communicates the review result and the reasons for the decision. If more information is needed, we will ask for it in the correspondence. Mandatory legal deadlines apply; where none applies, review time depends on payment verification and the circumstances and will be communicated in our response.

A full refund may be available for a paid service that was entirely unprovided. For a partly provided service, the amount is determined by the part actually not provided, the cause of the problem and applicable requirements. The calculation and any deductions must be explained before the refund; activation alone is not grounds to retain the entire payment where a valid legal refund claim exists.

Compensation through traffic, an extension or another service instead of a monetary refund due is offered only as an option agreed with you.

07Refund method and cryptocurrency

Refunds are made through an available payment provider mechanism to the original payment source where technically possible. If the original address belongs to an exchange, swap service or intermediary, sending funds back without checking may result in loss. Alternative payment details are agreed with the verified payer.

For cryptocurrency refunds, the currency, network, address, amount and conversion method are agreed before sending. A change in the market rate does not automatically increase the amount of a claim. The calculation must take account of the original payment and mandatory legal rules.

Network and payment fees are not deducted automatically. Any deduction and its amount must have a lawful basis and be disclosed to you; an amount that must be refunded cannot be reduced arbitrarily.

Receipt time after sending depends on the network and payment infrastructure. An incorrect network or address, an expired invoice or a payment without sufficient information may require a separate investigation. Recovery of such a transfer cannot be guaranteed, but a confirmed payment received will be considered on its merits.

08If you disagree with a decision

Ask support to review your request again and provide any new information. Contact: @curales_support.

This procedure does not prevent you from contacting the payment provider, competent authorities or a court, and does not override mandatory deadlines or remedies. The current revision date appears at the beginning of this page.