Acceptable use policy

The network your traffic finally leaves from is not ours to operate, and it carries an acceptable-use policy of its own. Your traffic is therefore subject to both this policy and theirs.

Their policy is enforced against our account as a whole, not against one customer, and our standing to argue an individual case is limited. That is why we enforce ours strictly: one customer’s abuse can take every other customer offline at once.

These will result in immediate suspension without notice, and may be reported:

• Unauthorised access to systems, networks or accounts — including credential stuffing, brute forcing and vulnerability exploitation against targets you do not own or have permission to test.
• Denial-of-service traffic of any kind, distributed or otherwise.
• Child sexual abuse material, in any form and by any route.
• Distribution of malware, ransomware, or command-and-control traffic.
• Fraud, including payment fraud, account takeover, and phishing infrastructure.
• Traffic intended to harass, stalk, dox or threaten a specific person.
• Circumventing sanctions, or routing traffic on behalf of sanctioned entities.
• Spam — unsolicited bulk email, SMS or messaging at scale.

Most proxy use is legitimate. Web scraping, price and ad monitoring, brand protection, SEO measurement, market research and QA from other geographies are all normal uses of this product. When you do them, we expect you to:

• Respect robots.txt and published rate limits, and back off when a target signals it is overloaded.
• Collect no more personal data than your lawful basis covers, and keep it no longer than you need it.
• Identify yourself honestly where a site asks you to, rather than impersonating another company or a real person.
• Accept that a destination’s terms of service may prohibit automated access, and that this is a matter between you and that destination.

There is no fixed request-per-second cap; the constraint is impact. If your traffic degrades a destination, triggers network-level blocks on shared IPs, or generates abuse reports against the pool, we will ask you to reduce it.

Be aware that there is no middle setting. There is no per-account dial between asking and suspending: our gateway caps concurrent connections at a fixed ceiling that is the same for every customer, and neither it nor the network beyond it can be told to slow one account down. If asking does not work, the only remaining action is suspension. We would rather tell you that in advance than have it arrive as a surprise.

Where circumstances allow, we contact you first and give you the chance to stop. For anything in the prohibited list, or where the network operator requires immediate action, we suspend first and explain afterwards.

Suspension is a decision a person makes and applies; nothing here suspends an account automatically. From the moment it is applied, our own gateway refuses that account’s new connections and closes the ones already open, within twenty seconds. Your proxy users are not deleted and your credentials remain valid, so a suspension we lift does not cost you a reconfiguration. What we cannot undo is traffic already spent.

Unused prepaid traffic is refundable on a suspension we later determine to have been mistaken, and is not refundable following a substantiated abuse finding. The full refund position is in the terms of service.

We suspend on evidence, and evidence about shared infrastructure can point at the wrong customer. So there is a way to argue with us, and it is worth saying what it is rather than leaving you to guess.

Reply to the notice we sent, or write to support@proxylexus.com. Tell us what you believe the traffic actually was. We will tell you what we saw — the report, the time window, the destination — unless doing so would identify a reporter who asked not to be named, and we will say when that is the reason.

A suspension we lift costs you nothing: your proxy users are not deleted and your credentials stay valid, so nothing has to be reconfigured. If we conclude we were wrong, unused prepaid traffic is refundable and the account goes back exactly as it was. If we conclude we were right, we will tell you that too, and say why.

If traffic we routed has affected you, write to abuse@proxylexus.com. It is read ahead of our other addresses.

Addresses are shared, so a report we cannot match to one account is a report we cannot act on. Include the source IP you observed, a time window in UTC, the destination that was hit, and whatever log lines you have. The contact page lists the same four fields, if it is easier to work from there.

We will tell you when the traffic has actually stopped rather than when we applied the suspension. Those two are at most twenty seconds apart, not minutes, because the gateway that refuses it is one we run.