Last updated: 25 April 2026

This Refund Policy explains when and how you can request a refund from Zen Mobile Pty Ltd, trading as Airzen. Read it together with our Terms of Service. Nothing in this Policy limits any non-excludable consumer right under the Australian Consumer Law (ACL) or comparable mandatory consumer-protection law in your country of residence.

$5 USD Processing Fee

Every approved refund is subject to a USD $5 non-refundable processing fee, regardless of plan price or currency. The fee covers the payment-gateway costs and administrative work involved in issuing the refund. Where a plan’s purchase price is below USD $5, no refund is payable.

eSIM Refunds

For eSIM plans, the “point of no return” for refunds is provisioning — the moment the QR code is scanned, the manual activation profile is installed, or the Universal Link is opened on a device. At that point, our connectivity provider allocates the eSIM profile to your device, the IMSI / ICCID is consumed, and the plan is in use.

Physical SIM Refunds

For physical SIM plans, the point of no return is activation (first network attachment). An activated physical SIM has a 6-month validity window.

Service Failures

Where you experience a service problem (poor connection, throttled speed, no service in a particular country, etc.), we will investigate and, where possible, work with our partner our connectivity provider to resolve the underlying cause. As a matter of policy, we do not issue refunds for service-failure complaints once provisioning has occurred — mobile network performance is influenced by the host network, your device, the radio environment and many other factors outside our control.

This is our policy position, not a legal limit on your rights. If your statutory consumer rights apply — for example, the consumer guarantees under the Australian Consumer Law — those rights take precedence. Nothing in this Policy is intended to exclude, restrict or modify any non-excludable consumer guarantee or remedy.

How to Request a Refund

To request a refund, email support@airzen.app with:

• your order ID;
• the email address used to place the order;
• a brief explanation of the reason for the request.

Approved refunds are processed within 5–20 business days back to the original payment method. Stripe and your bank may take additional days to credit the refund to your statement. You will receive an email confirmation when the refund is issued.

ZenCoin Handling

If a purchase is refunded, any ZenCoins earned from that purchase are reversed. Any ZenCoins you redeemed against the purchase are returned to your balance, subject to their original 12-month expiry from the date they were originally earned (a refund does not extend ZenCoin expiry). If a referral bonus was paid out from a refunded purchase, that bonus is also reversed.

What is NOT Refundable

• eSIMs once provisioned (regardless of usage percentage).
• Physical SIMs once activated (regardless of usage percentage).
• Plans that have expired.
• Top Up purchases applied to an active plan.
• Plans purchased and used in violation of our Terms of Service or Fair Use Policy.
• Promotional credits, ZenCoins or referral bonuses.
• Charges arising from your home carrier, currency-conversion fees, or fees imposed by your card issuer.

Future Policy Refinements

We may refine this Refund Policy from time to time, including by introducing additional refund pathways (for example, partial credit for documented service failures investigated in cooperation with our connectivity provider). Any future expansion of refund eligibility will be applied prospectively. We will not narrow refund eligibility for orders that have already been placed.

Updates

The current version of this Policy is always posted at www.airzen.com/refund-policy. Material changes will be communicated by email or in-app notice.

Questions? Contact support@airzen.app.