Privacy & Policy
Effective: 2026-02-22 • Last updated: 2026-03-28
This document governs ISP IP and Datacenter IP operations under a dedicated allocation model and published usage controls.
Overview & Scope
This section explains what AlocNet (Proxy Infrastructure) provides, what is included/excluded, key limitations, and responsibility boundaries—so expectations are clear before use.
What the Service Is
AlocNet provides network infrastructure for ISP IP and Datacenter IP so users can route traffic through service endpoints according to the purchased plan (e.g., IP type/region/protocols/limits as shown on Pricing/Checkout at purchase time). The service aims to deliver connectivity per plan terms and does not guarantee outcomes on third-party platforms or websites.
Plan Scope (Source of Truth)
Binding service details (pricing, term, entitlements, IP type/allocation—e.g., Dedicated/Static if stated, supported protocols, usage limits, and replacement rules) follow the Pricing/Checkout pages and the order confirmation at the time of payment. If there is a conflict, the order confirmation prevails.
Document Priority (If Conflict)
If this Policy conflicts with other documents, priority is: (1) order confirmation/specific plan agreement (if any), (2) Terms of Service, (3) the relevant Policy.
What’s Included
1) Access to network endpoints per plan (ISP IP / Datacenter IP) 2) IP/region/features as stated in the plan 3) Basic setup information/guides for supported clients 4) Support via published channels on a best-effort basis unless explicitly stated in writing in the plan.
Not Included / Not Guaranteed
1) No guarantee of outcomes on any third-party platforms/services (approvals, access, account safety, IP scoring/checks, unblocking) 2) No guarantee an IP will always be "clean" or pass all reputation systems 3) No guarantee of speed/latency/end-to-end stability as it depends on user ISP, internet paths, destination networks, and peak times 4) No guarantee of compatibility beyond officially supported devices/software 5) No guarantee for third-party tools/services used alongside the service.
No Warranty Disclaimer
This Policy describes current service guidelines and does not constitute a warranty or SLA unless explicitly stated in writing in a plan or specific agreement.
Availability & Maintenance
The service may undergo maintenance, upgrades, rerouting, or network adjustments for security and stability, which may temporarily reduce performance or interrupt service. We will try to provide notice when reasonable, but emergencies may occur without prior notice. No enterprise-grade SLA uptime is guaranteed unless explicitly agreed in writing.
User Requirements
Users must have supported devices/OS, working internet access, and configure according to the provided guides. Users are responsible for their own device management (updates, security, malware, local DNS/firewall settings) and for safeguarding any account/keys/passwords related to service use.
Basic Limits & Fair Use
The service may enforce limits such as concurrent connections, traffic volume, allowed ports/protocols, or abnormal-traffic controls to protect the system. These follow the plan details and the Network Policy. If usage is detected that risks security or stability, the service may temporarily throttle or suspend connections to prevent harm.
Responsibility Boundary & Legal Compliance
Users must use the service in compliance with applicable laws and service policies. The provider is not responsible for damages/disputes arising from user actions, misconfiguration, malware-infected devices, or third-party systems/policies. Service access may be restricted or suspended as necessary for security, abuse prevention, or legal compliance.
Changes to Scope
Features, protocols, network routing, or IP allocation details may change due to improvements, technical constraints, or security reasons. We will communicate via notices/site updates when reasonable. Binding scope follows the Pricing/Checkout and the order confirmation at the time of purchase.
Terms of Service & Acceptable Use
This section sets the rules for using AlocNet and prohibited activities to protect system security, reduce abuse/disputes, and define clear enforcement boundaries.
Acceptance of Terms
By registering, using, or paying for the service, you agree to these Terms and any referenced policies (e.g., Privacy & Logging, Billing/Refund, Network Policy, and service notices). If you do not agree, you must stop using the service immediately.
Eligibility & Age
You must be legally able to enter into a contract and use the service under applicable laws. If using on behalf of an organization, you represent you have authority to bind it. Compliance with your local laws is your responsibility.
Account & Security
You must provide accurate, up-to-date information and protect your account/passwords/keys/config files. Do not share access beyond your plan. You are responsible for all activity under your account and must notify us promptly of suspected unauthorized access.
Permitted Use
You may use the service to route internet traffic through our endpoints per your plan, subject to network limits and related policies. Use must not harm the system, disrupt other users, or be used for unlawful activity.
Prohibited: Illegal or Rights-Violating Activity
Do not use the service for any illegal activity or to facilitate it, including but not limited to: fraud/scams, phishing, credential theft, unlawful copyright infringement, hacking/unauthorized access, malware distribution, trafficking/exploitation, or violating third-party rights.
Prohibited: Network Abuse
Do not use the service for activities that risk or disrupt networks, such as: port/vulnerability scanning, brute-force, credential stuffing, DDoS/traffic attacks, botnet C2, bulk spamming, abnormal traffic generation, proxy chaining to evade enforcement, or attempts to disrupt our or others’ systems.
Prohibited: Platform Policy Evasion
Do not use the service to unlawfully evade or violate third-party websites/platforms/providers’ rules (e.g., bypassing bans/restrictions/protections). You are responsible for any third-party account/service restrictions or suspensions resulting from your use.
Prohibited: High-Risk Content/Activity
Do not use the service for malware or harmful code distribution, phishing, malicious link spreading, selling stolen data, payment scams, or any activity that endangers others or the network reputation of the service.
Resource Limits & Fair Use
You must comply with plan and Network Policy limits (e.g., concurrent sessions, traffic volume, connection rate, ports/protocols). If abnormal usage impacts stability, we may throttle, limit connections, block certain destinations, or temporarily suspend to prevent harm.
Enforcement Signals (Minimal)
To prevent abuse and maintain stability, we may use minimal network-level signals to detect anomalies (e.g., traffic volume/rate, connection counts, ports used, error rates) without needing to inspect traffic content. See Privacy & Minimal Logs for data handling.
Enforcement: Restrict/Suspend/Terminate
If we reasonably believe you violated these terms or pose a risk to the system, we may act immediately without prior notice, including: throttling/limiting connections, blocking ports/destinations, temporary suspension, termination, refusal of further service, or future access blocking. Refunds follow the Billing/Refund policy only.
Third-Party Complaints/Requests
We may investigate and act on third-party complaints regarding abuse/security/copyright/rights violations under internal procedures and may request information from you. If you do not cooperate, we may restrict or suspend service to mitigate risk.
Liability Boundary for Use
You are responsible for all use, including impacts on third-party accounts/platforms, misconfiguration, third-party tools, and any legal or policy violations. The service is provided for network connectivity per plan terms only.
Changes to Terms
We may update these terms to reflect technical, legal, or abuse-prevention changes and will post updates via appropriate channels. Continued use after notice means acceptance. If you disagree, you must cancel and stop using the service.
Network Policy (NAT / Ports / Protocols / DNS / IPv6)
This section defines AlocNet’s network rules and technical limits—covering connectivity behavior, ports, supported protocols, DNS, and IPv6—to prevent misunderstandings and disputes.
General Network Principles
The service provides network connectivity through our endpoints. Real-world behavior depends on factors such as your ISP/device/router, destination networks, peak usage times, and third-party policies. We may adjust network controls to maintain stability, security, and abuse prevention.
NAT & Inbound Connectivity
By default, the service uses NAT/firewall controls for safety: outbound traffic is allowed, while inbound internet-to-user connectivity is not guaranteed. Port opening/forwarding is supported only if explicitly stated in your plan or an official notice; otherwise it is considered not supported.
Ports Policy
We may block/limit certain ports to prevent spam, scanning, malware, botnets, and network attacks. Restricted ports may change without notice for security reasons. If you require specific ports for legitimate use, check plan terms or contact support before purchase (approval depends on risk and system capacity).
Supported Protocols
Supported protocols follow the plan page/documentation at the time of purchase (e.g., VPN or Proxy as specified). We may add/remove/adjust protocols due to technical, security, or abuse-prevention needs. If a protocol is not explicitly listed, it is not guaranteed to be supported.
Protocol & Usage Restrictions
We may restrict behaviors such as proxy chaining, nested tunneling, using the service as a public relay, or running services exposed to the public through your account. If behavior increases risk or impacts stability, we may restrict or suspend connectivity immediately.
DNS Policy
DNS handling follows our client defaults/documentation to reduce DNS leaks and improve stability. We may enforce specific DNS behavior for certain platforms/protocols (e.g., tunnel-resolved DNS). Custom DNS is supported only where explicitly provided in the client/docs. If user changes DNS causing leaks or failures, it is the user’s responsibility.
DNS Leak Prevention (Limitations)
We aim to minimize DNS leaks within client/system capabilities but cannot guarantee 100% prevention due to OS behavior, third-party software, router settings, and local network policies. Users should test after setup and follow recommended configuration.
IPv6 Policy
IPv6 support (if any) follows your plan/docs. If not specified, IPv6 may be unavailable or intentionally disabled to prevent IPv6 leaks. We may block/disable IPv6 behavior for security. Users should follow setup guidance (e.g., disabling IPv6 on device/network when needed).
Speed/Latency Disclaimer
Performance depends on your ISP, distance to destinations, network congestion, and destination platform constraints. We do not guarantee minimum/maximum speeds unless explicitly stated in writing in a plan or specific SLA.
Traffic Management & Abuse Prevention
To maintain stability, we may apply measures such as rate limits, connection caps, concurrent session limits, or blocking suspicious/malicious traffic, including urgent incident response. Enforcement may be automated and can temporarily affect service behavior.
Network Policy Changes
Network rules may change for security, stability, or legal compliance. The latest plan pages/docs/notices govern. If there is a conflict, the latest official notice and the checkout terms at the time of purchase control.
Dedicated 1:1 IP Policy & Reassignment/Recycling
This section defines what "Dedicated 1:1" means for AlocNet, how IPs are allocated/held, when rerouting may occur, and how IPs may be recycled after cancellation—so expectations are clear and disputes are minimized.
Definition of "Dedicated 1:1"
"Dedicated 1:1" means an IP is exclusively allocated to a single user account under plans labeled Dedicated/Static and is not used concurrently by other customers during the active billing period. It does not mean the IP is registered in the user’s name, does not guarantee the IP remains forever beyond plan terms, and does not guarantee outcomes on third-party platforms.
IP Allocation & Control
IPs are allocated based on network availability and any region/country options in the plan (if applicable). Allocation is a right-to-use, not a transfer of ownership. We reserve the right to determine allocation methods, routing design, and technical limits for stability and security.
What Static/Dedicated Means in Practice
If a plan is labeled Static/Dedicated, we aim to keep the same IP during the billing period and across successful renewals. However, IPs may change due to replacement rules, technical faults, security needs, or legal/upstream requirements. We will try to minimize impact and provide notice when reasonable.
No Third-Party Platform Guarantee
We provide "connectivity via the allocated IP" only. We do not guarantee that an IP will pass all reputation/risk/anti-fraud checks or guarantee approvals/access on any third-party platform, as platforms evaluate many signals beyond IP.
Rerouting & Maintenance
For stability and security, we may reroute traffic or move service points (POP/egress) temporarily or permanently; the IP may remain the same or may change depending on technical constraints. Emergencies may occur without notice, and users accept potential changes in latency/routes.
IP Recycling / Reuse Policy
When a subscription is cancelled/expired/non-paid and access ends, the IP is reclaimed and may be reassigned later based on network availability and IP management policy. We do not guarantee the same IP will be available again after cancellation, and we do not reserve an IP without continuous payment.
Reassignment/Cooldown Window
We may apply a cooldown period before reassigning reclaimed IPs to reduce privacy/risk/reputation carryover. The duration is not guaranteed and may change based on network conditions, demand, or upstream constraints.
IP Hold/Reservation
By default, we do not provide IP reservation beyond the paid billing period. If any reservation option exists in the future, it must be explicitly stated in a plan or a written agreement.
IP-to-Account Binding & Transfer Limits
Allocated IPs are bound to the purchasing account. Users may not resell/sublet/transfer IP usage to third parties or provide public access unless explicitly authorized in writing. Violations may lead to suspension/termination.
Country/ASN/Location Disclosure (Limitations)
Country/ASN/ISP information shown on plan pages or third-party databases may differ due to update delays and inconsistencies across providers. We may specify country/region per plan but do not guarantee city/GPS-level accuracy or consistent labeling across all third-party services.
User Obligations to Maintain Dedicated Stability
Users must comply with acceptable use rules and avoid abusive activity. If usage creates network risk or results in severe blocking/abuse issues, we may restrict service or enforce IP changes under security policy; this is not considered provider fault.
Source of Truth
IP type, country/region options, and Dedicated/Static terms are governed by the Pricing/Checkout details and official documentation at the time of purchase. In case of conflict, the checkout/order terms and latest official notices prevail.
IP Replacement Policy
This section defines clear rules for requesting IP replacement: when requests are eligible, monthly limits, approval criteria, processing time, fees (if any), and non-eligible cases—reducing ambiguity and disputes.
What This Policy Covers
This policy applies only to plans that include Dedicated/Static IP allocation as stated on Pricing/Checkout. "Replacement" means swapping your assigned IP to another service IP; it does not mean changing how third-party databases label ASN/country.
Replacement Entitlement per Billing Cycle
Monthly replacement counts follow the purchased plan (e.g., 0/1/2 included per month or a per-swap fee). If Checkout/Order does not state an included amount, assume "no free replacements," and swaps may be limited to technical necessity at provider discretion.
Eligible Reasons for Replacement
Requests may be considered when there is verifiable evidence such as: (1) routing/connectivity issues confirmed on our side, (2) severe listing/blocking that materially impacts normal use, (3) security incidents or upstream requirements requiring IP withdrawal, or (4) provisioning errors making the IP unusable under normal conditions.
Non-Eligible Reasons (No-Loophole)
Generally not eligible: (1) wanting to "try/randomize" a new IP, (2) requesting an IP to pass/unlock a specific platform, (3) limitations caused by user account/device/cookies/payment behavior, (4) third-party geolocation/ISP labels not matching preference, (5) blocks limited to a specific account/session without evidence the IP is the root cause, or (6) issues resulting from the user’s own policy-violating abuse.
Required Information for Review
To enable verification, users must provide at least: order ID/account email, current IP, plan/region, incident time (with timezone), symptoms/error text, and appropriate evidence (e.g., screenshot, target service name, traceroute/ping if requested). Device logs are optional and should only be shared with consent; sensitive data may be redacted.
Approval Discretion
Approval depends on verification results, IP availability, and network risk. We reserve the right to (1) decline non-eligible requests, (2) offer technical remediation instead of swapping, and (3) enforce an IP change when required for security/legal/upstream reasons. This is not considered a breach.
Processing Time
We aim to acknowledge IP replacement requests within 24 hours and complete approved swaps within 72 hours of verification, under normal workload. Complex cases requiring upstream coordination, security review, or emergency conditions may take longer; we will notify you of the delay. Requests without sufficient evidence will be returned for clarification before the clock starts.
Fees & Quota Counting
If your plan includes free swaps: each approved swap counts as 1 toward the billing-cycle quota; swaps beyond quota may incur fees per the posted rate at request time. If your plan has no included swaps: swaps may be fee-based or limited to technical necessity; we will inform you beforehand (except urgent security-enforced swaps).
Replacement Is Not a Refund Trigger
Replacement is a support mechanism to maintain service continuity and does not by itself qualify for refunds or retroactive cancellations, except where the Billing/Refund section explicitly allows (e.g., failure to provision/activate).
User Actions After a Swap
After a swap, users must update any IP-based allowlists/authorizations themselves (e.g., systems that whitelist by IP). Users acknowledge that third-party reputation checks may take time to reflect changes and outcomes may not change immediately.
Abuse-Related Cases
If issues are caused by abusive or policy-violating activity, we may deny swaps, suspend service, or require additional information to protect the network. Requests to swap IPs to evade detection/blocking resulting from policy violations are not eligible.
Provider-Initiated Replacement
We may replace an IP without a user request if required for security, legal compliance, upstream requirements, or severe outages. We will try to notify when reasonable and treat this as continuity maintenance.
Privacy Policy & Minimal Operational Logs
This section explains what AlocNet does and does not collect to avoid misleading "no-log" claims and reduce disputes. Principle: collect only what’s necessary for service delivery, security, billing, and abuse prevention.
Data Protection Principles
We follow data minimization: collect only for defined purposes, restrict access, apply security controls, and delete/anonymize when no longer needed per retention rules in this policy.
Categories of Data We May Process
Data related to service operation falls into two groups: (A) Account & Billing Data and (B) Minimal Operational Data. We separate handling and access controls for these groups where reasonable.
Account & Billing Data
May include: email/username, order ID, purchased plan, subscription/billing status, payment receipts/proofs, support contact details, and support correspondence you voluntarily provide. Note: we do not store full card details/CVV; if a third-party payment processor is used, card data is handled by that processor under its policies.
Traffic Content — Not Collected
We do not inspect or store the content of traffic routed through the service (web page contents, chat messages, uploaded/downloaded files, form data, full identifiable DNS query contents, or app payloads). However, network operation may involve limited metadata for functionality (see Minimal Logs). For troubleshooting, we may request additional data from you, which you can choose to provide or not.
Minimal Operational Logs — What We Keep
To operate the service, prevent abuse, and troubleshoot, we may keep minimal operational logs such as: (1) session connect/disconnect timestamps, (2) aggregate stability/performance metrics (latency/error rate), (3) aggregated bandwidth usage over time for fair use/capacity planning, (4) summarized security/abuse events (e.g., abnormal auth attempts, port scanning indicators), and (5) technical data needed to validate provisioning (internal identifiers, service node/region). Note: we aim to avoid detailed destination logging (e.g., full URLs) and avoid retaining personally identifiable data beyond necessity.
What We Do NOT Log (Explicit)
We generally do not store: (1) traffic content/payload, (2) full website/URL histories, (3) detailed, identifiable DNS query logs, (4) file contents transferred, (5) your passwords/secret keys, or (6) full card details/CVV.
Retention
Account and billing data is retained for up to 12 months from account closure or last transaction, as required for accounting, tax, fraud prevention, and applicable legal obligations. Minimal operational logs (connection metadata, abuse signals) are retained for no more than 90 days, then deleted or converted into non-identifiable aggregates. Support ticket records are retained for up to 6 months. Principle: we keep as little data as briefly as possible while protecting the network and meeting legal requirements.
Law Enforcement / Legal Requests
We respond only to valid legal requests with proper documentation and disclose only what is legally required. Where permitted, we may notify users before/after disclosure. We cannot retroactively produce data that we did not collect.
Third-Party Processors
We may use third parties for hosting, email delivery, payment processing, and fraud/abuse protection—limited to what’s necessary with least-privilege access. Sensitive card payment data is primarily handled by the payment processor. Users acknowledge third-party policies may affect certain processing (e.g., fraud detection/chargebacks).
User Rights
Users may request: (1) correction of inaccurate account data, (2) a copy of basic account data held by us, (3) deletion of account and associated personal data where no legal or fraud-prevention obligation requires retention. We will respond to verified requests within 30 days. Some data may still be retained for legal, fraud prevention, or unresolved dispute obligations even after deletion requests. Requests must be submitted via official support channels with identity verification.
Security Controls
We apply controls such as access restriction, system segmentation, admin access auditing, encryption in transit, and appropriate backup/recovery. However, no system is 100% secure; users should secure their accounts (strong passwords, do not share credentials).
Policy Priority
If this page conflicts with Checkout/Order terms or official notices, the more specific and more recent document prevails—especially plan and billing terms.
Abuse Handling & Security
This section defines rules and procedures for harmful or prohibited activity to protect the network and other users and reduce disputes, following: prevent–detect–mitigate–review–restore (when appropriate).
What Counts as Abuse and Why This Exists
"Abuse" refers to activity that causes harm, risk, instability, or increases the chance of IPs/services being blocked or reported, including illegal use or violations of service terms. This policy exists to preserve network quality and protect all users.
Abuse Categories (Core Examples)
Non-exhaustive examples: spam/bulk messaging, phishing/impersonation, malware/botnets, port/vulnerability scanning, brute-force/credential stuffing, DDoS attacks or facilitation, hosting/distributing illegal content, bypassing security to gain unauthorized access, abnormal traffic patterns that degrade node/network stability.
Examples Are Not a Safe Harbor
The examples above are guidance, not exemptions. If your use creates network risk, complaints, IP blocks, or involves illegality, it may be treated as a violation even if not listed verbatim.
Detection Methods (Without Inspecting Content)
We may use technical signals such as abnormal connection patterns, unusually high request/connection rates, indicators of port scanning/target probing, auth failure spikes, and minimal operational logs per the Privacy policy. We do not need to inspect traffic content to mitigate incidents.
Protective Limits (Rate/Connection Limits)
We may enforce/adjust limits such as concurrent connections, new connection rates, short-term traffic bursts, or blocks on certain ports/destinations to prevent harm and preserve stability. Limits may vary by plan/node/time and may change without prior notice for security reasons.
Incident Response Process
When abuse signals or complaints arise, we may: (1) mitigate immediately (rate-limit/temporary blocks), (2) temporarily suspend partial/full access, (3) notify the user where feasible and safe, (4) request necessary info for verification (timestamps/app details/proof of compromise), and (5) restore service or terminate based on findings.
Right to Suspend to Prevent Harm
We may immediately suspend access/traffic in high-risk cases (DDoS, malware, scanning, severe complaints) to protect the network even before review completes. Such suspension is a protective measure, not a final determination.
User Security Responsibilities
Users must secure their account/devices (strong passwords, do not share credentials, check for malware/suspicious extensions). If unauthorized access is suspected, notify us promptly. Activity resulting from compromised credentials/devices may be suspended for safety.
Requests for Evidence/Information
To resolve incidents and restore access, we may request minimal necessary information (timestamps, apps/devices, screenshots of platform notices, or logs the user voluntarily provides). Refusal may limit restoration options, but we will not require excessive personal secrets beyond necessity.
Complaints and External Requests
We assess complaints from network providers/platforms/affected parties case-by-case and may mitigate immediately in high-risk cases. Law enforcement requests require proper legal process (see Privacy & Minimal Logs).
No Support for Illegal/Prohibited Use
We do not provide guidance or support for illegal activity, platform enforcement evasion, or harm to others. Requests or usage of this nature may be denied support and subject to suspension/termination.
Possible Outcomes
Outcomes may include: warnings and remediation, partial restrictions, temporary suspension, permanent termination, denial of refunds for policy violations, and/or future order/payment blocking for fraud or chargebacks. Severity depends on evidence, risk, and network impact.
Security Limitations & Disclaimer
We implement measures to secure the system and reduce risk, but cannot guarantee prevention of all incidents or that third parties will not block users. Use of the service implies acceptance of reasonable risks and the user’s obligation to follow security best practices.
Billing, Auto-Renewal, Cancellation & Refunds
This section defines clear billing, auto-renewal, cancellation, and refund rules for the AlocNet/VPN/Proxy service to minimize misunderstandings and disputes.
Plan Pricing & Entitlements (Source of Truth)
Plan price, term, entitlements, and limits follow the Pricing/Checkout/order confirmation at the time of purchase. If there is any conflict, Checkout details and your invoice/order confirmation prevail.
Payment Methods
Only the methods shown on the Checkout page are supported (may vary by region/payment processor). A payment is considered complete once the transaction is confirmed successfully.
Risk & Anti-Fraud Checks
We and/or our payment processor may perform risk checks (e.g., mismatched details, abnormal transactions, duplicates) and may hold/cancel orders for safety. If rejected/canceled, service will not be activated (or may be temporarily held during review).
Billing Cycle & Charges
Service is prepaid per cycle (e.g., 1/3/9 months per plan). Each new cycle is charged at the applicable rate for that cycle. Bank/card fees and FX charges are the user’s responsibility.
Auto-Renewal
If auto-renewal is enabled, the system will attempt to charge automatically before or on the renewal date per the payment processor’s mechanics. Renewal is successful only when payment is captured. Failed payments may result in suspension or expiration at the end of the current term.
Cancellation
You may cancel auto-renewal using the method provided in your account/service instructions. Cancellation stops future renewals; it does not undo the already-paid current term, which typically remains active until it ends.
No Prorated Refunds
Because the service provisions dedicated resources (e.g., Dedicated IP/network reservations), we generally do not offer refunds or prorated refunds for unused time in a paid term, regardless of usage.
Refund Eligibility (Limited Cases)
Refunds may be considered only for delivery/activation failures attributable to us, such as: (1) inability to provision/activate within 48 hours of confirmed payment, (2) persistent activation failure that cannot be resolved, (3) no equivalent replacement option per plan. If eligible, we may refund or offer credit/replacement at our discretion.
Non-Refundable Cases
No refunds in common scenarios, including: (1) service has been used or activation succeeded, (2) change of mind or expectations about third-party outcomes, (3) blocks/limits by external platforms, (4) user device/network/ISP issues, (5) policy violations or suspensions under Terms/AUP/Abuse, (6) bank/card/FX fees, (7) requests submitted more than 7 days after the billing date or activation date (whichever is earlier). If the refund is approved, it will be processed within 3 business days.
How to Request a Refund
Refund requests must be submitted via published support channels with: Order ID, purchase email, incident timeframe, device/OS, steps attempted, and relevant proof (e.g., error screenshots). We may request additional information strictly as needed to verify the issue.
Chargeback & Payment Disputes
If you file a chargeback or payment dispute without contacting support first, we may suspend the account/service immediately to manage risk and may block future orders until the dispute is resolved. If the dispute is decided against you, you may be responsible for related fees and/or outstanding balances to restore service.
Taxes & Fees
Taxes (if applicable) are as shown on Checkout. If no taxes are shown, charges follow our current pricing structure. Users remain responsible for any local taxes/duties applicable to them.
Price Changes & Plan Changes
Prices and plan details may change as reflected in notices/Pricing pages. Changes apply to new purchases or the next renewal cycle (as shown in Checkout). If you do not accept, you may cancel auto-renewal before the next cycle.
Suspension/Termination and Refunds
If your account is suspended/terminated for policy violations (Terms/AUP/Abuse) or risky activity, refunds for remaining time are generally not provided, and we may refuse further service.
Client Apps, Updates & Compatibility
This section defines rules for AlocNet client apps, updates, compatibility, and technical limitations to ensure safe use and reduce disputes.
Supported Platforms
Only platforms/operating systems explicitly listed in our website/docs at the time are supported. If not listed as "supported," it is considered "not supported," even if installation is possible.
Minimum Requirements & Compatibility
Use may require minimum OS versions, system permissions (e.g., VPN permission/driver), and device/org constraints (e.g., MDM/corporate policies). If your device is restricted or managed, you are responsible for ensuring an environment that allows the service to operate.
Client Function Scope
The client helps configure/connect VPN/Proxy per your plan and our network policies. Some features vary by platform (e.g., split tunnel, kill switch, DNS leak protection). Refer to what is shown in the app/docs for that specific version.
Split Tunnel and OS Limitations
Split tunneling depends on OS constraints and supported models per platform (e.g., app-based on Android, destination/route-based on iOS in many cases). Misconfiguration or conflicting apps/firewalls/profiles may cause DNS/route leaks. Users must follow guidance and accept platform limitations.
Client Update Policy
We may release updates at any time for security, stability, or bug fixes. Some updates may be "mandatory" to address vulnerabilities or ensure compatibility with newer network systems. If you do not update, some or all functionality may not work.
Auto-Updates & Distribution
Clients must be obtained only from official sources we provide (e.g., our site/approved stores). We are not responsible for modified/unofficial clients or third-party files and may refuse support in such cases.
End-of-Support (EOL)
We may end support for older OS/versions that are insecure or not maintainable. Official notices/docs are the reference. After EOL, we do not guarantee connectivity and may not provide patches/support for those versions.
Telemetry/Diagnostics (If Any)
The client may collect minimal technical diagnostics for stability/troubleshooting (e.g., crash logs, app/OS version, device type, event IDs). It is not intended to collect traffic content. If additional logs are needed, we require user consent each time, and you may opt out where the app allows.
Third-Party Components
The client may use third-party components for connectivity, updates, payments, and error reporting. Use may be subject to third-party policies where applicable. We aim to minimize and limit shared data to what is reasonably necessary.
User Security Responsibilities
You must keep your account/device secure (e.g., do not share passwords, keep OS updated, prevent malware) and must not modify the client or bypass system controls. If risky activity is detected, we may restrict access to prevent harm to the service and other users.
App Limitations / Warranty Disclaimer
Software and connectivity can be affected by OS updates, drivers, firewalls, antivirus, routers, or enterprise networks. We do not guarantee the client will work in every environment and are not responsible for issues caused by third-party configurations/software outside our control.
Support, Contact & Reporting
This section defines support channels, how to request help, how to report issues/abuse, and the scope of AlocNet support to resolve cases faster and reduce misunderstandings and disputes.
Official Support Channels
Only channels published on our website/Checkout/in-app are considered "official" (e.g., Email, Telegram as listed). Messages from any other accounts are not ours, and we are not responsible for loss caused by contacting unofficial channels or scams.
Support Hours & Response Time (Soft SLA)
We aim to respond within the timeframe stated in our Support page/notices (e.g., 24–48 hours for general cases). Times may vary due to workload, holidays, or urgent incidents and do not constitute breach. For urgent cases, mark "Urgent" and include required evidence.
What Support Covers
Support covers activation/connectivity, setup per guides, endpoint status checks, basic troubleshooting, and questions about plans/billing/policies. Assistance is limited to what we can access and will not violate privacy or laws.
What Support Does Not Cover
We do not provide full IT/admin services or remote-control support, do not guarantee operation on all enterprise networks/firewalls/antivirus/routers, do not assist with evading third-party platform rules, and are not responsible for issues caused by unofficial/modified clients or user-side system modifications.
Required Information for a Support Ticket
To speed resolution, provide at minimum: (1) Order ID/purchase email (2) platform/OS version (3) app version/connection method (4) incident time + timezone (5) error message/screenshot (6) network type (Wi-Fi/mobile/ISP) and (7) steps before the issue. If more logs are needed, we will request consent each time; you may refuse (analysis may be limited).
Reporting Abuse/Security/Phishing
If you detect policy violations, spam, scanning, brute force, malware, or risky behavior, report via official channels with necessary evidence (time, destination IP/port, reporter-side logs). We may request more info to verify and prevent false reports and may reject reports lacking sufficient evidence.
Incident & Emergency Handling
If the service is unstable/under attack/or network risk exists, we may take immediate actions (rate-limit, block ports, temporarily disable endpoints, or suspend accounts) to prevent harm, possibly without prior notice. Updates will be communicated via our designated announcement channels when appropriate.
Status Updates & Notices
Maintenance/outage/policy change notices will be posted via our stated announcement channels (e.g., website page/announcement Telegram/system email). Users are responsible for following important notices; not following does not waive user obligations.
Identity Verification for Security
To prevent account takeover/fraud, we may require proof of ownership (e.g., email verification/Order ID/non-sensitive payment proof) before certain actions like sensitive resets, email changes, or risky requests. If verification fails, we may deny the request for safety.
Privacy in Support
We never ask for your password and do not request sensitive data beyond necessity (e.g., OTP/banking secrets). Anyone claiming to be staff requesting such data is a scam—report it via official channels immediately.
Language & Communication Records
Support communications may be documented to track cases and prevent disputes. We may retain tickets/chats for a reasonable period for operations (see Privacy/Logs). In case of conflict, official-channel records prevail.