Refund Policy

This policy applies to purchases from pr0d pty ltd trading as OzESim.io, ACN 702 491 638, operating OzESim in New South Wales, Australia. Contact support@ozesim.io about your order.

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies those guarantees or any other mandatory rights. Where this policy and a statutory right differ, the statutory right prevails.

We do not offer refunds simply because you change your mind, cancel or change travel plans, find a cheaper option, no longer need the plan, or intentionally buy the wrong destination or allowance. This includes unused and unactivated eSIMs where the service was correctly described and supplied.

Please check your destination, data allowance, validity, fair-use restrictions and device compatibility before payment. A disclosed compatibility requirement is different from inaccurate compatibility advice or a misdescribed service; statutory rights may apply in the latter situations.

This is not a blanket “no refunds” rule. A plan being discounted, activated or partly used does not automatically prevent a remedy where the service fails to meet a consumer guarantee.

Contact us if your paid eSIM is not supplied, cannot be installed or used as represented, provides materially different coverage or features, or has another problem that may breach a consumer guarantee. We will assess the facts and provide the remedy required by law.

For a major failure with a service, you may be entitled to cancel the contract and receive a refund for the unused portion, or keep the contract and receive compensation for reduced value. Depending on the circumstances, a full refund may be appropriate. If a product guarantee applies, the corresponding product remedies also remain available.

For a minor service failure, we generally have an opportunity to fix it free of charge within a reasonable time. If it cannot be fixed or is not fixed within a reasonable time, further remedies may be available. You may also be entitled to compensation for reasonably foreseeable loss or damage.

We will not require you to accept store credit instead of a monetary refund you are legally entitled to. We will not deduct fees that unlawfully reduce your statutory entitlement.

A missing email, an unsupported direct-install link or incorrect phone settings may be resolvable without replacing the eSIM. Check spam folders, use the QR or manual activation option, and contact us for help. Do not delete an installed eSIM or buy another solely to troubleshoot without checking with us first.

We may ask you to try reasonable troubleshooting where appropriate, but this does not remove your right to reject or cancel in circumstances where the law allows it. We will not treat ordinary use, installation or a supplier’s refusal to reimburse us as a reason to deny a remedy we owe you.

Email support@ozesim.io with the subject “Refund request” or “eSIM service issue”. Please provide:

• Your order reference and the email address used at checkout.
• The plan, purchase date and a description of what went wrong.
• Your device model, operating-system version and destination, if relevant to the problem.
• Relevant error screenshots and troubleshooting already attempted, with payment details and activation credentials redacted where not needed.

We may request reasonable proof of purchase and information needed to verify and assess your claim. You do not need the original email if another reasonable proof of purchase is available. We may check provisioning, activation and usage information with eSIM Go or payment information with Stripe.

We will acknowledge and assess requests within a reasonable time and explain the outcome and available remedy. You should contact OzESim, not be required to pursue our supplier yourself.

When a refund is approved or required by law, we will arrange it without unreasonable delay, generally to the original payment method. The time for funds to appear depends on Stripe and your bank. If that method is unavailable, we will discuss an appropriate alternative rather than requiring store credit.

For a duplicate charge on the same order, contact us so we can investigate and return any incorrectly collected amount. A separate intentional purchase is not necessarily a duplicate charge.

Please report problems as soon as reasonably possible so we can investigate while relevant information is available. We do not impose an arbitrary short claim period that overrides the time allowed by law. Relevant periods depend on the circumstances and applicable statutory rights.

If you disagree with an outcome, ask for a review at support@ozesim.io. You may also contact NSW Fair Trading or the appropriate consumer body. The ACCC offers guidance and accepts reports but does not resolve individual disputes.

• ACCC: repair, replace, refund or cancel
• NSW Fair Trading