Refund Policy

01 Our promise

We believe FixPing should improve your gameplay — measurably. If it doesn't work for you, you shouldn't be locked into a payment. This policy explains when you can get your money back, how long it takes, and the few situations where we can't issue a refund.

This document is part of, and incorporated into, our Terms of Service. By purchasing a FixPing subscription, you accept both.

02 7-day refund window

You may request a full refund within seven (7) calendar days of your initial FixPing purchase, for any reason. This applies to your first paid subscription only. We call this the trial-equivalent refund: you get to actually use FixPing in your real games and decide whether it's worth keeping.

The 7-day clock starts at the moment your payment is processed (UTC). The deadline applies regardless of how much of the subscription period you've used.

Subsequent purchases

If you've previously used and refunded FixPing, subsequent purchases are not eligible for the 7-day no-questions refund. We may still issue a refund for genuine service failures (see Section 5).

03 How to request a refund

To request a refund, send an email to billing@fixping.com with the following:

• The email address associated with your FixPing account
• Your order number (from your receipt email) or the date of purchase
• A short description of why you're requesting the refund — this is optional, but helps us improve

You don't need to fill out a form, talk to a chatbot, or jump through hoops. One email is enough.

04 Processing & payment method

Once we confirm your refund request, we initiate it within three (3) business days. The actual time for the money to reach you depends on your original payment method and your bank/issuer:

• Stripe (credit/debit cards): typically 5–10 business days to reflect on your statement.
• PayPal: usually within 3–5 business days back to your PayPal balance or linked card.
• Bank transfers / wire (rare): may take up to 14 business days depending on your bank.

Refunds are always issued to the original payment method. We can't refund to a different card or a different PayPal account — that's a hard limit set by Stripe and PayPal, not us.

Once your refund is processed, your FixPing subscription is terminated immediately and access to optimized routing is disabled. You'll receive a confirmation email when the refund is sent.

05 Non-refundable cases

The following situations are not eligible for a refund:

• Time elapsed beyond the 7-day window on your first purchase, unless the service is demonstrably broken.
• Account termination for Terms of Service violations — including but not limited to: using FixPing for activities other than gameplay optimization, sharing your account, attempting to circumvent server allocation, or abuse of staff.
• Chargeback already initiated. If you've already filed a dispute with your bank or PayPal, we resolve it through their process — not via direct refund.
• Issues outside our control, such as ISP-level routing problems, game server outages, packet loss on your local network, or hardware issues on your end. We can help diagnose these, but they're not a basis for a refund.
• Game compatibility with titles not officially listed on our supported games page. We optimize what we publish — anything else is best-effort.

06 Renewals & unused time

FixPing does not use automatic recurring billing. Every subscription is a one-time prepayment for a fixed period (1 month, 3 months, or 6 months). When the period ends, your access stops and there's nothing to cancel — you simply choose whether to manually renew.

Because of this, we don't pro-rate refunds for "unused time" — there's no recurring charge to stop. If you renewed and changed your mind, the 7-day window from Section 2 still applies to your new purchase, even if it's not your first ever FixPing transaction.

07 Chargebacks

If you have a billing concern, please contact us first at billing@fixping.com. We respond within one business day and almost always resolve issues directly.

Filing a chargeback before contacting us can result in:

• Immediate suspension of your FixPing account and all associated services.
• Permanent ban from future purchases.
• Recovery costs being assessed if the chargeback is found to be in bad faith.

We don't say this to be hostile — we say it because chargebacks are expensive for everyone (banks charge us a fee whether they side with you or with us), and 99% of the issues we see in chargebacks are things we'd happily resolve via a 2-minute email exchange.

08 Statutory consumer rights

This policy is offered in addition to, and does not override, any non-waivable rights you may have under the consumer-protection laws of your jurisdiction. In particular:

• EU/UK consumers have a 14-day right of withdrawal under the EU Consumer Rights Directive and UK Consumer Contracts Regulations 2013. By starting to use FixPing during the withdrawal period, you may waive this right with respect to portions of the service already consumed — but our 7-day refund policy generally covers this anyway.
• Australian consumers are entitled to refunds for services that fail to meet the Consumer Guarantees under the Australian Consumer Law (ACL).
• Where local law provides longer refund windows or stronger protections than this policy, local law applies.

09 Contact us

For refund requests and billing questions, please reach out to:

For general support, technical issues, or anything not refund-related, please use our Help Center or email support@fixping.com.