Last updated: 25 April 2026

These Terms of Service (the “Terms”) form a binding agreement between you (“you”, “Customer”) and Zen Mobile Pty Ltd (ABN 15 673 501 463), trading as Airzen (“Airzen”, “we”, “us”), of Adelaide, South Australia. By creating an account, purchasing or using any Airzen service, you agree to be bound by these Terms, our Privacy Policy, our Fair Use Policy, our Refund Policy and our Cookies Policy.

1. Introduction

These Terms govern your access to and use of the Airzen website at www.airzen.com, our mobile applications, and the connectivity products we sell, including embedded SIM (eSIM) and physical SIM data plans for international travel.

We may update these Terms from time to time. The current version is always posted on our website with the “Last updated” date above. Material changes will be notified to registered customers by email or in-app message at least 14 days before they take effect, unless an immediate change is required by law or to address a security risk. Continued use of the service after changes take effect constitutes acceptance of the updated Terms.

You must be at least 18 years of age and able to enter into a legally binding contract under the law of your country of residence to use Airzen. By accepting these Terms you represent that you meet these requirements.

2. Services

Airzen sells prepaid mobile data plans for use in supported countries and regions. The actual mobile network connectivity is supplied by our wholesale partner our network partner, a French-licensed mobile network operator, who in turn carries traffic over our connectivity provider’s own network and over partner mobile network operators in your travel country.

• eSIM plans are delivered as a QR code, manual activation profile and Universal Link. Once you scan the QR code or install the profile, the eSIM is “provisioned” on your device.
• Physical SIM plans are shipped to a postal address you provide and require physical insertion into a SIM tray.

What our service does not include. Airzen plans are data-only. We do not provide voice calling, SMS or MMS messaging, or access to emergency services (such as 000, 112, 911). For emergencies, use a host-country mobile network, a landline, or another voice-capable device.

Fair Use threshold. Each plan SKU encodes its duration and high-speed allowance using the format <N>D_FUP<X>, where N is the validity in days and X is the high-speed data allowance in GB. For example, 7D_FUP20 means 7 days’ validity with 20 GB at full speed; once 20 GB is consumed, the plan continues at 1 Mbps reduced speed for an equal additional volume of data and within the validity window. See our Fair Use Policy for full details.

Top Up. If you exhaust the high-speed allowance and want to restore full speed, you can purchase a Top Up via the “My Plan” screen in your account. A Top Up adds an additional high-speed allowance to your active plan; remaining validity is not extended.

Physical SIM validity. An activated physical SIM has a validity of 6 months from first network attachment, regardless of the plan size. After 6 months the SIM is decommissioned.

3. General Terms

3.1 Sign-up and account

You may use Airzen as a guest for some purchases, but a registered account is required for order history, refunds, ZenCoins and Top Ups. You are responsible for keeping your credentials confidential and for all activity on your account. Notify us promptly at support@airzen.app if you believe your account has been compromised.

3.2 Device requirements

You are responsible for confirming that your device is compatible before purchase. eSIM plans require an eSIM-capable, carrier-unlocked device running a supported operating system. We publish a list of compatible devices in our Help Centre. We are not responsible for incompatibility caused by your device, its OS, your home carrier’s lock, or jurisdictional restrictions on eSIM use.

3.3 Provisioning — the lock-in moment

For eSIM plans, provisioning occurs 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 becomes burned, and the plan is considered “in use”. For physical SIM plans, activation occurs on first network attachment (when the SIM first registers with a host network).

Provisioning / activation is the point of no return for refund eligibility. See Section 3.4 below.

3.4 Refunds

Our refund policy is summarised in the table below and described in full in our Refund Policy. A non-refundable processing fee of USD $5 is deducted from any approved refund to cover payment-gateway charges and administrative cost.

State	Refund
eSIM not provisioned (QR not scanned), within 14 days of purchase	Plan price minus $5 fee
eSIM provisioned, ≤15% of plan data consumed, plan still within its validity window	Not refundable
eSIM provisioned, >15% data consumed, or plan expired	Not refundable
Physical SIM not activated, within 14 days	Plan price minus $5 fee
Physical SIM activated, ≤15% used, within 6-month validity	Not refundable
Physical SIM activated, >15% used or expired	Not refundable
Service-failure complaints	Not refundable as policy. Australian Consumer Law rights apply.

Approved refunds are processed within 5–20 business days to the original payment method. Nothing in this Section limits any non-excludable consumer guarantee under the Australian Consumer Law (ACL) or comparable mandatory consumer-protection law in your country of residence.

3.5 Provision of services “as is”

Mobile data services are provided on an “as available” basis. Connectivity, throughput and coverage depend on the host mobile network in your travel country, your device, the surrounding radio environment and other factors outside our control. We do not guarantee any specific speed, latency, throughput or uninterrupted availability.

3.6 Roaming

Airzen plans use international roaming arrangements between our connectivity provider and partner operators. The countries supported for each plan are listed on the product page. Coverage and supported networks may change at any time; we will use reasonable efforts to update product pages but cannot guarantee that a particular network will be available at a specific moment.

3.7 Suspension grounds

We may suspend or terminate the service, immediately and without refund, if we reasonably believe you have:

• breached these Terms or our Fair Use Policy;
• used the service for unlawful, fraudulent or abusive purposes;
• resold or redistributed the service without our written authorisation;
• attempted to circumvent technical restrictions, throttling or fraud-prevention controls;
• caused, or are likely to cause, harm to our network, partner networks or other users.

3.8 Customer obligations

You agree to (a) provide accurate registration information, (b) use the service only in accordance with these Terms and applicable law, (c) keep your account credentials secure, and (d) cooperate reasonably with us in any fraud, abuse or security investigation.

3.9 Lost, stolen or damaged devices

You are responsible for the security of your device. If you lose your device or it is stolen, log in to your Airzen account from another device and pause or terminate the affected plan as soon as possible. We are not liable for charges or data usage occurring before we receive notice.

3.10 Content

You are solely responsible for the content you transmit, receive, store or generate while using Airzen connectivity. We do not monitor traffic content but may take action where required by law or where content threatens network integrity or other users.

4. Charges and Payments

All Airzen plans are prepaid. Pricing is shown on the product page in the currency you have selected. Final charges are processed by Stripe; your payment-method statement may show the merchant as “Airzen”, “Zen Mobile” or a similar variant.

Where prices are converted between currencies, conversions may be rounded up to the nearest minor unit. Currency conversion fees applied by your card issuer or bank are your responsibility.

If we detect or suspect payment fraud, chargebacks abuse, or stolen-card use, we may decline orders, suspend services, retain associated funds for investigation, and report incidents to law-enforcement and to Stripe.

5. ZenCoins

ZenCoins is our optional cashback rewards program. By default, eligible purchases earn ZenCoins at a percentage of the order value, and ZenCoins can be redeemed at checkout up to a per-tier cap. The applicable percentages depend on your tier:

Tier	Cashback %	Redemption cap	Tier threshold (lifetime spend)
Tier 1	5%	5%	$10
Tier 3	7%	10%	$25
Tier 4	10%	9%	$75
Tier 5	12%	7%	$200
Tier 6	15%	7%	$200

ZenCoins:

• have a value of 1 ZenCoin = 1 USD cent at redemption;
• expire 12 months after they are earned if not redeemed;
• are non-transferable, have no cash value, and cannot be exchanged or sold;
• are forfeited if the underlying purchase is refunded, charged back, or the account is terminated for breach;
• are intended for individual personal use; abuse, multi-account farming, or any attempt to game the system will result in forfeiture.

We may modify or terminate the ZenCoins program with reasonable notice; we will not retroactively reduce already-earned ZenCoin balances except where required by law or in response to abuse.

6. Referral Program

Each registered customer receives a unique referral link. When a new customer signs up via your link and makes a qualifying first purchase:

• the referrer receives 5 ZenCoins;
• the referred new customer also receives 5 ZenCoins.

Anti-abuse: each device, each payment method, and each household may only count once. Self-referral, fake accounts and any kind of incentivised farming will void the bonus and may result in account suspension. If the qualifying purchase is later refunded or charged back, the referrer’s 5 ZenCoin bonus is reversed.

7. Termination

By Airzen. We may terminate or suspend your account and the services for material breach of these Terms (including the Fair Use Policy), suspected fraud, illegality, or where required by law. Where the breach is capable of cure and harm is not imminent, we will give reasonable notice and a chance to cure.

By you. You may stop using the services at any time and may close your account by emailing support@airzen.app.

Effect of termination. Already-provisioned eSIM and activated SIM plans are not refundable on termination. Sections that by their nature should survive (including Sections 8, 9, 10, 11 and 12) survive termination.

8. Disclaimer of Warranties

EXCEPT AS EXPRESSLY PROVIDED IN THESE TERMS AND TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE AIRZEN SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED OR STATUTORY, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, OR THAT THE SERVICES WILL BE UNINTERRUPTED, SECURE, ERROR-FREE OR FREE OF VIRUSES OR HARMFUL COMPONENTS.

Nothing in this Section excludes, restricts or modifies any consumer guarantee, right or remedy that cannot be excluded under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)) or under any equivalent mandatory consumer-protection law in your country of residence.

9. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, AIRZEN AND ITS OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, SUPPLIERS AND LICENSORS SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY OR PUNITIVE DAMAGES, OR FOR ANY LOSS OF PROFIT, REVENUE, GOODWILL, DATA OR OPPORTUNITY, ARISING OUT OF OR IN CONNECTION WITH YOUR USE OF (OR INABILITY TO USE) THE SERVICES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

OUR TOTAL AGGREGATE LIABILITY UNDER OR IN CONNECTION WITH THESE TERMS, WHETHER IN CONTRACT, TORT (INCLUDING NEGLIGENCE), STATUTE OR OTHERWISE, IS LIMITED TO THE TOTAL FEES YOU PAID TO AIRZEN IN THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM.

Nothing in this Section excludes liability that cannot be excluded by law (including non-excludable consumer guarantees under the Australian Consumer Law). Where liability for breach of a consumer guarantee can be limited under the ACL, we limit our liability to the resupply of the service or payment of the cost of resupply, at our election.

10. Indemnification

To the maximum extent permitted by law, you agree to defend, indemnify and hold harmless Airzen and its affiliates, officers, directors, employees and agents from and against any and all claims, damages, losses, liabilities and expenses (including reasonable legal fees) arising from (a) your breach of these Terms or any policy referenced herein; (b) your misuse of the service; (c) your violation of any law or third-party right (including intellectual-property and privacy rights); or (d) any content you transmit through the service.

11. Intellectual Property

All content on the Airzen website and apps — including software, source code, design, text, graphics, logos and trade marks — is the property of Zen Mobile Pty Ltd or its licensors and is protected by copyright, trade-mark and other intellectual-property laws. You receive a limited, non-exclusive, non-transferable, revocable licence to use the website and apps for the personal purpose of buying and using Airzen services. You must not copy, modify, distribute, sell, lease, reverse-engineer or create derivative works of the service, except where expressly permitted by law.

12. Governing Law and Dispute Resolution

These Terms are governed by the laws of South Australia, Australia, without regard to its conflict-of-law principles. Subject to the informal-resolution and class-action provisions below, you and Airzen submit to the exclusive jurisdiction of the courts of South Australia and the courts of Australia hearing appeals from them.

Informal resolution first. Before commencing any formal proceeding, you agree to contact support@airzen.app with a description of your dispute and proposed resolution. We will attempt in good faith to resolve disputes informally within 30 days.

CLASS ACTION WAIVER. TO THE MAXIMUM EXTENT PERMITTED BY LAW, ANY DISPUTE BETWEEN YOU AND AIRZEN SHALL BE BROUGHT IN AN INDIVIDUAL CAPACITY AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS, COLLECTIVE OR REPRESENTATIVE ACTION.

Australian Consumer Law acknowledgment. Nothing in this Section limits any right you have under the Australian Consumer Law that cannot be excluded, including the right to bring a claim before a tribunal that has jurisdiction over consumer disputes (such as a state Civil and Administrative Tribunal).

13. Export and Sanctions Compliance

You agree not to use Airzen, and not to roam onto any partner network, in or for the benefit of any jurisdiction or person subject to comprehensive sanctions or trade restrictions. We do not knowingly make our service available in: Belarus, Cuba, Iran, North Korea, Russia, Syria, or the restricted regions of Ukraine (the so-called Donetsk, Luhansk, Crimea, Zaporizhzhia and Kherson regions). You represent that you are not located in, ordinarily resident in, or a national of, any such country, and that you are not on any U.S., EU, UK, UN or Australian sanctioned-persons list.

14. Miscellaneous

Entire agreement. These Terms, together with the policies referenced herein, constitute the entire agreement between you and Airzen regarding the services and supersede any prior agreement.

Severability. If any provision of these Terms is held to be invalid or unenforceable, that provision will be enforced to the maximum extent permissible and the remaining provisions remain in full force and effect.

Assignment. You may not assign or transfer these Terms or any rights or obligations under them without our prior written consent. We may assign these Terms to an affiliate or to a successor in interest in connection with a merger, acquisition, reorganisation or sale of substantially all of our assets.

Force majeure. Neither party is liable for failure to perform caused by events outside its reasonable control, including acts of God, natural disasters, war, terrorism, riots, embargoes, acts of civil or military authority, fire, floods, pandemics, accidents, network failures or strikes.

Prevailing language. These Terms may be made available in translation. In the event of any inconsistency between the English version and a translated version, the English version prevails.

Communication. We may communicate with you electronically (email, in-app messages, push notifications). You agree that electronic communications satisfy any legal requirement that communications be in writing.

15. Contact Us

For questions about these Terms, please contact:

Zen Mobile Pty Ltd (ABN 15 673 501 463)
Adelaide, South Australia, Australia
Email: support@airzen.app