Refund Policy

Last Updated: November 29, 2025

At XNET, we are committed to customer satisfaction. We understand that our BDIX bypass proxy service may not work optimally for everyone due to varying ISP configurations and network conditions. This Refund Policy outlines the conditions under which refunds are granted.

Important Notice

Before requesting a refund, please ensure you have contacted our support team. Many issues can be resolved by trying a different server, regenerating your proxy, or adjusting your setup configuration. Our support team is available 24/7 to help troubleshoot your connection.

Refund Eligibility

You may be eligible for a refund if:

  • Your BDIX speed is adequate (minimum 20+ Mbps) but our proxy fails to provide significant speed improvement
  • You have contacted our support team and we were unable to resolve the issue
  • You have tried multiple servers and regenerated your proxy as suggested by support
  • Technical issues on our end prevent you from using the service

Non-Refundable Situations

Refunds will NOT be provided in the following cases:

  • Your BDIX speed is below 20 Mbps (our service requires adequate BDIX speed to work)
  • Account terminated due to violation of our Terms of Service
  • Change of mind or no longer needing the service
  • Issues caused by your ISP, local network, or device configuration
  • Failure to contact support before requesting a refund
  • Sharing proxy credentials with others

Time-Based Refund Structure

The refund amount depends on how soon you report the issue after purchase:

Within 24 Hours100%

Full refund if reported within 24 hours of purchase and issue cannot be resolved

24 - 48 Hours75%

75% refund if reported between 24-48 hours after purchase

48 - 72 Hours50%

50% refund if reported between 48-72 hours after purchase

3 - 7 Days25%

25% refund if reported between 3-7 days after purchase

After 7 Days0%

No refund available after 7 days from purchase date

How to Request a Refund

Follow these steps to request a refund:

  1. Contact Support First: Message our support team on Telegram (@xnet_xrorx) explaining your issue
  2. Provide Evidence: Share speed test screenshots showing your BDIX speed (from speedtest.net) and raw speed results
  3. Allow Troubleshooting: Let our support team attempt to resolve the issue (trying different servers, regenerating proxy, etc.)
  4. Request Refund: If the issue cannot be resolved, request a refund through our support team
  5. Processing: Approved refunds are credited to your XNET account balance within 24-48 hours

Refund Method

  • Approved refunds are credited to your XNET account balance
  • Account balance can be used for future purchases
  • Cash refunds to external payment methods are generally not available
  • In exceptional circumstances, alternative refund methods may be considered on a case-by-case basis

FTP Access Add-on

The ৳30 FTP access add-on is non-refundable once activated, as it provides immediate access to FTP servers. This applies regardless of the main proxy subscription status.

Disputes & Final Decision

All refund decisions are made at XNET's sole discretion. If you disagree with a refund decision, you may escalate the matter by providing additional evidence or explanation. Our goal is to ensure fair treatment for all customers while preventing abuse of our refund policy.

Contact Us

For refund requests or questions about this policy:

Response time: Usually within 1-4 hours during business hours

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