1. Introduction

This Refund and Cancellation Policy (the "Policy") governs refunds, cancellations and related disputes for services provided by TeraShift GmbH ("TeraShift", "we", "us" or "our"). It forms an integral part of, and must be read together with, our Terms of Service ("ToS") and Service Level Agreement ("SLA").

This Policy applies to all customers, whether acting as consumers or as businesses. Where Swiss or other applicable law grants a consumer mandatory rights that cannot be waived by contract, those rights prevail over any conflicting term of this Policy.

By purchasing or using TeraShift's services you confirm that you have read, understood and accepted this Policy. If you do not accept this Policy, you must not purchase or use our services.

2. Definitions

• "Bundle" / "Package": a prepaid allowance of bandwidth, proxies or other service units purchased from TeraShift.

• "Plan": any recurring or one-time service subscription offered by TeraShift.

• "Top-up": an additional purchase of balance, credit or traffic added to an existing Plan or Bundle. Top-ups follow the validity period of the Plan or Bundle they are attached to and may therefore expire together with it.

• "Pay-as-you-go": a standalone traffic product, not tied to any subscription, where the purchased volume does not expire.

• "Static (Residential) ISP Proxy": an IP-based residential proxy resource that is provided as an unlimited-bandwidth product and whose quality is affected by prior use.

• "Usage": any transfer or receipt of data through a purchased service, including authentication attempts that consume the service.

• "Customer": the natural or legal person that is a party to the contract with TeraShift.

3. Dispute Resolution Procedure

Before initiating any formal proceedings, chargeback or third-party complaint, the Customer must first contact our Customer Support so that we have a reasonable opportunity to resolve the matter.

1. Contact Customer Support: Send any refund, cancellation or dispute request to our Live Chat or by email to hello@evomi.com.

2. Provide required information: The account email, the order or invoice reference, the affected product, and a clear description of the issue.

Communications with Customer Support are processed and stored through our support tooling in line with our Privacy Policy.

4. Refund Eligibility

A refund may be granted in the following cases, subject to the limitations set out in this Policy:

4.1 Risk-free refund ("try-and-refund")

For a first purchase of a given product category, the Customer may request a refund for any reason within three (3) calendar days of the purchase date, provided that the Customer has used less than whichever of the following is reached first:

• 1 GB of bandwidth; or

• 10% of the purchased Bundle or Package.

This right applies once per product category per Customer. Subsequent purchases in the same category are not eligible for the risk-free refund, except where a refund is owed under section 4.2 to 4.4 below.

4.2 Double payment

Where the Customer has been charged twice for the same order as a result of a technical or processing error, the duplicate charge is refunded in full, without deductions, irrespective of the payment method used.

4.3 Duplicate bundle

Where the Customer has unintentionally purchased the same Bundle twice and the second Bundle has not been used (no data transferred, no authentication), the second Bundle is refunded in full.

4.4 Service unavailability (SLA breach)

Where the service has been unavailable beyond the thresholds defined in our SLA, the Customer is entitled to the remedies set out in the SLA (including, where applicable, service credits or a pro-rata refund). The SLA is the exclusive source of remedies for availability-related claims.

5. Amount Refunded and Deductions

Unless stated otherwise in this Policy, refunds are calculated as follows:

• The value of any data or service units already used is deducted from the refund amount.

• Non-refundable third-party payment processing fees actually incurred by TeraShift (up to 10% of the purchase value) may be deducted, except where the refund is due to (i) a double payment under section 4.2, (ii) a duplicate bundle under section 4.3, or (iii) a confirmed SLA breach under section 4.4.

• Any promotional discount, credit or free amount granted with the original purchase is forfeited upon refund.

Refunds are issued to the original payment method whenever technically possible. Where the original payment method does not support refunds, TeraShift may, at its discretion, offer the Customer a replacement product of equivalent value from its catalogue, at the Customer's choice. A data product may be exchanged for any other product, including a Static (Residential) ISP Proxy. A Static (Residential) ISP Proxy, once purchased, cannot be exchanged for any other product.

6. Non-Refundable Events

The following are not eligible for a refund:

6.1 Product categories

• Static (Residential) ISP Proxies. These proxies are sold as an unlimited-bandwidth product, which means TeraShift cannot technically measure the volume of data transferred through them. Any use by the Customer can degrade the quality and reputation of the underlying IP (for example its "virgin" status or trust score with target services) in a way that prevents the resource from being re-provisioned to another customer at the original quality. Static (Residential) ISP Proxies are therefore treated as consumed upon delivery.

• Balance top-ups and credit top-ups. A top-up is a follow-on purchase made in addition to an existing Plan or Bundle and is treated as confirmation that the underlying product met the Customer's expectations. Top-ups are therefore not eligible for the risk-free refund under section 4.1, and may only be refunded where the claim is based on a TeraShift error (section 4.2 double payment, section 4.3 duplicate purchase, or section 4.4 SLA breach).

• Pay-as-you-go traffic. Pay-as-you-go traffic is added to the Customer's account and does not expire, meaning the purchased value remains fully available at any time. Because no value is lost, pay-as-you-go purchases are not refundable.

• Trial periods designated as non-refundable, and any purchase of a product for which the Customer has previously received a free trial.

• Expired packages or packages whose validity period has ended.

6.2 Payment methods

Due to the technical characteristics of certain payment rails, refunds cannot be processed back to the original payment method for the following payment options, and are therefore not available for such payments:

• Cryptocurrency payments (prices fluctuate between purchase and refund, and transactions are irreversible on the blockchain);

• WeChat Pay, AliPay, SBP and Mollie-based payment methods where the underlying provider does not support refunds to TeraShift.

Where technically possible, TeraShift may instead offer the Customer a replacement product of equivalent value from its catalogue, at the Customer's choice. A data product may be exchanged for any other product, including a Static (Residential) ISP Proxy. A Static (Residential) ISP Proxy, once purchased, cannot be exchanged for any other product. The Customer is informed of the applicable payment method at checkout.

6.3 Customer conduct

• Account suspension or termination due to illegal activity or violation of our Acceptable Use Policy as set out in the ToS.

• Any material misrepresentation of identity, company, country, use case or other information provided during registration. Obvious clerical errors (e.g. typos in the billing name) are not covered by this exclusion, provided the Customer's underlying identity has been truthfully declared.

• Abuse of the risk-free refund or trial mechanisms, including but not limited to: (i) repeatedly purchasing and requesting a refund in order to obtain continuous low-cost or free usage; (ii) creating multiple accounts to re-trigger trials or first-purchase refund rights; (iii) requesting a refund after a new offer or discount is published in order to re-purchase at a better price.

6.4 Timing and performance

• Purchases made more than three (3) calendar days before the refund request, except where the claim is based on section 4.2 (double payment), 4.3 (unused duplicate bundle) or 4.4 (SLA breach).

• Services that meet the quality standards set out in the SLA.

• Complaints relating exclusively to third-party connectivity, speed or routing conditions that are outside TeraShift's reasonable control.

6.5 Reseller related payments

All payments made for reselling purposes, through the live chat or the reseller portal are non refundable.

7. Chargebacks and Payment Reversals

Before initiating a chargeback with a card issuer, bank or payment provider, the Customer must first contact TeraShift under section 3 so that we can review the request. Initiating a chargeback for a payment that would otherwise qualify for a refund under this Policy is considered a breach of the ToS.

Where a chargeback is initiated without prior contact, or where the underlying claim is unjustified under this Policy, TeraShift reserves the right to: (i) suspend or terminate the affected account; (ii) block further purchases; and (iii) recover the disputed amount, chargeback fees and reasonable collection costs, including through a debt collection agency or legal proceedings.

8. Cancellation

The Customer may cancel any self-service subscription at any time via the account dashboard. Cancellation stops future renewals; it does not automatically trigger a refund of the current period.

After cancellation, the Customer retains access to the service until the end of the paid period. Unused allowances do not roll over into the next period, except for pay-as-you-go traffic, which does not expire.

9. Updates to this Policy

TeraShift may update this Policy from time to time. The current version is always available on our website and is identified by the "Last Updated" date at the top of this document. Changes take effect upon publication and apply to new purchases and to any renewal of an existing subscription occurring after the publication date. Purchases and renewals completed before the publication date remain governed by the version of the Policy in force at that time.

The Customer is encouraged to review the Policy periodically. Continued use of the services after a change has been published constitutes acceptance of the updated Policy.

10. Governing Law and Jurisdiction

This Policy is governed by the substantive laws of Switzerland, excluding its conflict-of-laws rules and the United Nations Convention on Contracts for the International Sale of Goods (CISG).

The exclusive place of jurisdiction for any dispute arising out of or in connection with this Policy is the competent courts at TeraShift's registered seat in Switzerland. Mandatory places of jurisdiction granted by law to consumers remain reserved.

11. Severability

If any provision of this Policy is or becomes invalid, unenforceable or contrary to mandatory law, the remaining provisions continue in full force and effect. The invalid or unenforceable provision will be deemed replaced by a valid and enforceable provision that reflects, as closely as possible, the original economic and legal intent of the parties.

12. Contact

For any question regarding this Policy, or to submit a refund or cancellation request, please contact us:

• Live Chat: available on evomi.com during business hours

• Email: hello@evomi.com

By purchasing or using TeraShift's services, you acknowledge and agree to this Refund and Cancellation Policy.