Ozly eSIM Refund Policy

1. Nature of the Service

Ozly eSIM provides prepaid roaming-based travel eSIM services that rely on third-party mobile network operators, roaming partners, telecommunications carriers, internet exchanges, and related infrastructure located in various jurisdictions worldwide.

Due to the operational and technical nature of international roaming services, network availability, speeds, latency, carrier selection, coverage, routing behaviour, and service quality may vary depending on:

(a) geographic location;

(b) local carrier conditions;

(c) network congestion;

(d) roaming partner availability;

(e) device compatibility;

(f) device configuration;

(g) technical limitations of third-party infrastructure; and

(h) circumstances outside Ozly's reasonable control.

Ozly does not guarantee:

(a) uninterrupted or error-free service;

(b) access to any specific network provider or carrier;

(c) continuous connection to the same network;

(d) minimum speeds, latency, or throughput;

(e) service availability in all locations;

(f) compatibility with all applications, VPNs, streaming services, gaming services, or VoIP platforms; or

(g) identical performance to domestic mobile services.

The eSIM may automatically connect to different roaming partner networks based on local operational conditions and upstream roaming agreements.

For China plans using built-in VPN routing (including non-HKIP routing profiles), Ozly does not guarantee fully unrestricted access to all websites, apps, or services at all times due to local internet controls and third-party network conditions.

Customers also acknowledge that routing traffic outside Mainland China may result in higher latency and/or slower speeds in some cases.

2. General Refund Eligibility

3. Situations Generally Not Eligible for Refunds

Subject to any rights under the Australian Consumer Law, refunds are generally not available in circumstances including but not limited to:

(a) change of mind or buyer's remorse;

(b) accidental purchases;

(c) incorrect destination selection;

(d) dissatisfaction with a preferred carrier or network provider;

(e) reduced speeds or higher-than-expected latency;

(f) temporary roaming instability or congestion;

(g) coverage limitations in certain geographic areas;

(h) indoor coverage limitations or signal blackspots;

(i) incompatibility with specific third-party applications or services;

(j) customer device misconfiguration;

(k) failure to follow installation instructions;

(l) deletion of the eSIM after installation;

(m) refusal or failure to reasonably cooperate with troubleshooting; or

(n) partially used or substantially consumed plans.

(o) inability to access a specific app/site in China where the service is otherwise operational; or

(p) dissatisfaction with speed/latency outcomes caused by built-in VPN routing outside Mainland China.

(q) Canada 75GB immediate-start plans purchased before the customer was ready to install and use the plan.

Where the service remains operational on one or more supported partner networks, dissatisfaction with a particular roaming carrier or network route does not alone constitute a major failure or automatic entitlement to a refund.

Ozly does not guarantee access to specific mobile carriers, including but not limited to AT&T, Verizon, T-Mobile, EE, Vodafone, Three, Telstra, Optus, or any other domestic or international provider unless expressly stated otherwise in writing.

4. Faulty Services & Technical Issues

Where a customer believes a service is faulty or materially non-functional, the customer must contact Ozly support and provide reasonable details regarding the issue.

Ozly will first attempt to:

(a) diagnose the issue;

(b) troubleshoot the service;

(c) provide configuration assistance;

(d) restore connectivity where reasonably possible; or

(e) issue a replacement eSIM where appropriate.

Where Ozly determines that:

(i) a genuine technical fault exists; and

(ii) the issue cannot be reasonably resolved within a reasonable period after investigation and troubleshooting,

Ozly may, at its discretion and subject to applicable law:

(A) provide technical remediation;

(B) issue a replacement eSIM;

(C) provide account credit;

(D) provide a partial refund; or

(E) provide a full refund.

5. Customer Troubleshooting Obligations

Before Ozly will assess any refund or replacement request, customers must:

(a) contact support within a reasonable time after identifying the issue;

(b) cooperate with reasonable troubleshooting requests;

(c) provide screenshots, device settings, APN settings, or diagnostic information where reasonably requested;

(d) attempt standard troubleshooting steps provided by support staff; and

(e) allow Ozly a reasonable opportunity to investigate and attempt resolution.

Failure to reasonably cooperate with troubleshooting steps may result in refusal of a refund request where permitted by law.

6. Replacement eSIMs

Where appropriate, Ozly may provide a replacement eSIM instead of a refund.

Replacement eSIMs may:

(a) utilise different roaming partners;

(b) use different network routes;

(c) connect through different carrier infrastructure; or

(d) operate using different IP breakout regions.

A replacement eSIM is considered a valid remedy where it restores reasonable service functionality.

7. Refund Processing

Approved refunds will generally be processed back to the original payment method used at purchase unless otherwise agreed.

Ozly aims to process approved refunds within four (4) business days, however actual processing times may vary depending on the relevant payment provider, bank, or card issuer.

8. Chargebacks & Payment Disputes

If a customer initiates a chargeback or payment dispute relating to services that have been delivered, activated, provisioned, or materially used, Ozly reserves the right to provide evidence to the relevant financial institution or payment processor, including but not limited to:

(a) installation records;

(b) activation timestamps;

(c) usage records;

(d) network session information;

(e) support communications;

(f) troubleshooting history; and

(g) provisioning logs.

9. Australian Consumer Law

Nothing in this Refund Policy excludes, restricts, or modifies any consumer guarantee, right, or remedy available under the Australian Consumer Law.

Where required by law, Ozly will provide remedies including refunds, replacements, repairs, credits, compensation, or cancellation rights in accordance with its obligations under the ACL.

10. Contact Information

OZLY GROUP PTY LTD

Trading as: Ozly eSIM

Support: hi@ozlyesim.com