If your account is suspended

We suspend or close an account when its traffic breaks our acceptable use policy. An account can also be suspended when its payments look like fraud, for example several declined cards in a row. We always tell you why.

When an account is suspended, the dashboard shows "Your account has been suspended." Payments are paused until it is resolved. Please contact us promptly.

How a report is handled

1. A report reaches us, usually from a site owner or a hosting provider.
2. We compare it with our usage metadata: the destination hostname, the time and the exit IP. We do not have the contents of your requests, so this is what we can check.
3. For anything on the banned list, we suspend straight away and tell you what the report said.
4. For anything else, we contact you first, so you can explain or stop.

How to appeal

Write to support@proxypanda.io from the email address on your account. Say that you want to appeal, and explain what your traffic was for. A person reviews every appeal.

What happens to your balance

• If we suspended you by mistake, the account comes back with its balance intact, and a person apologises.
• If we were right, you can still ask for your unused balance back. The only exception is a balance that was itself paid for with fraud.

See Getting a refund for how refunds work, and What you can and cannot use the proxies for for the rules.