Refund Policy

Last updated: 2026-05-15

Human Browser is sold as a prepaid balance. This policy explains what we can and cannot refund. It applies to all customers of humanbrowser.cloud and is operated by Virix Ltd (trading as Virix Labs), registered in England and Wales, company number 16325097.

1. Summary

2. Used balance

Once a top-up has been used — even partially — the consumed portion is non-refundable. Usage is metered per-resource and recorded on each session: browser time, agent steps, residential proxy GB, and captcha solves are all deducted at the published rates and become final once the request completes.

If you believe usage was billed in error (for example a runaway session you didn't intend to run), email us with the session IDs and we'll review. We may issue goodwill credit at our discretion, but used balance is not refundable as a matter of policy.

3. Unused balance

You may request a refund of any untouched top-up within 7 days of the payment, on the condition that no part of that top-up has been spent. This is a clean-slate refund — if you topped up and then ran even a single session, that top-up is considered consumed and falls under Section 2.

Refunds are issued to the original payment method. We deduct payment-processor fees that we cannot recover: Stripe is typically 2.9% + $0.30 per transaction. The net amount is what reaches you.

After 7 days from a top-up we do not refund unused balance. The balance stays on your account and never expires — use it whenever you come back.

4. Top-up minimums

New accounts start with a $0 balance; there is no free trial credit. Your first top-up may be $1 and later top-ups have a $5 minimum. A $1 first top-up is refundable on the same terms as any other card top-up, per the Terms of Service.

5. Cryptocurrency payments

Cryptocurrency transactions are final-sale. Once an on-chain payment is confirmed we cannot reverse it, and we do not refund crypto top-ups to a wallet. This is the industry standard for crypto checkout and a reflection of the fact that on-chain settlement is irreversible.

If you pay in crypto and want refundability, top up a smaller amount first to validate the Service.

6. UK and EU statutory rights

If you are a consumer (not a business) based in the United Kingdom or the European Union, you may have a statutory 14-day right of withdrawal for digital content under the Consumer Contracts Regulations 2013 / EU Directive 2011/83/EU.

By using the Service — your first agent action, first session, or first API call against the top-up — you expressly request immediate performance of the contract and acknowledge that you lose your right of withdrawal for the portion of the balance you have consumed. Unused balance can still be refunded under Section 3 (within 7 days) regardless of consumer or business status.

7. Chargebacks and disputes

Please email us first — we resolve 99% of billing concerns directly, usually within one business day, and we are far more flexible than your card issuer expects us to be. Filing a chargeback or dispute without contacting us first may result in your key being revoked pending the outcome. Successfully disputed chargebacks against valid charges are not refunded, and you may be liable for the bank's chargeback fee.

8. How to request a refund

1. Email [email protected] with the subject line Refund request.
2. Include your order ID (from the Stripe receipt or dashboard), the email on your account, and the payment method used.
3. A short note on why you are requesting the refund helps us serve you faster, but is not required for unused-balance refunds within the 7-day window.

We respond within 2 business days. Approved refunds are processed within 5–10 business days from the decision; card refunds then appear on your statement on a timeline set by your bank, typically 3–10 business days.

Contact

Virix Ltd (trading as Virix Labs)
167-169 Great Portland Street, 5th Floor
London W1W 5PF, United Kingdom
Company number 16325097
Email: [email protected]