Refunds & Number Transfer Policy

1. Nature of the goods

Every mobile number sold on oznumber.com is a one-of-a-kind item. Once you have paid, the number is removed from sale and reserved exclusively for you and the specific transfer you have requested. If you change your mind, email info@oznumber.com to cancel for a refund of the price paid, less the processing fee your payment provider charged, before you send us your completed change-of-ownership details; sending those details starts the transfer, after which change-of-mind refunds no longer apply (see section 3). For this reason, and consistent with common practice for unique or bespoke goods, refunds for change of mind are not offered once the transfer has started (see section 3).

2. Before payment

You are not charged until you complete checkout and your payment is successfully received. Until then you can remove a number from your cart or leave the site at no cost. If you submit an order request or enquiry, or we arrange your purchase directly with you, you are not charged until we confirm availability and you pay through the payment link we send you, and you may cancel before then at no cost.

3. Changing your mind

Before the transfer starts. If you change your mind after paying but before the transfer has started, email info@oznumber.com and we will cancel your order and refund the price you paid, less the processing fee your payment provider charged on your payment (for example Stripe, PayPal, Afterpay, Zip or Klarna). These fees are set by the provider and are not returned to us when we refund. The amount deducted will be shown in your refund confirmation.

When the transfer starts. The transfer starts when you send us your completed change-of-ownership details (the carrier's transfer form, or the details we ask you for to complete it).

After the transfer starts. Once the transfer has started, the sale is final and no refund is offered for change of mind, incorrect number selection, or a decision not to proceed.

If we don't hear from you. If you don't send us your change-of-ownership details within 7 days of payment, we may cancel your order and refund you on the same basis (less the payment provider's processing fee).

This section does not affect refunds under section 4 or the Australian Consumer Law, which are always made in full.

You remain free to sell or transfer the number to another eligible person or business after it has been transferred to you, or to sell it to us or consign it with us (see section 8).

4. Full refund — where OZNUMBER cannot deliver

You are entitled to a full refund of the price paid where any of the following applies through no fault of yours:

• The number was mistakenly sold twice or was in fact not available for sale at the time we accepted your payment;
• We are unable to secure release of the number from the carrier for reasons within our control;
• We cancel the sale on our side for any reason unrelated to your acts or omissions;
• We fail to complete the transfer within a reasonable time and you elect to cancel rather than wait longer.

In each of these cases we will refund 100% of the amount you paid using your original payment method, generally within 5 business days of confirming the failure. No administration fee is deducted.

5. When a transfer fails for reasons outside our control

Where a transfer cannot be completed because of factors that are your responsibility or that of your carrier — for example:

• You provide inaccurate or mismatched identification details;
• You fail to respond within a reasonable time to requests from the carrier;
• Your account or identity is otherwise ineligible to be registered as the account holder;
• You cancel the transfer request with the carrier;

the sale remains complete and no refund is due. We will, however, work with you in good faith to reschedule the transfer within a reasonable period at no additional charge.

Third-party apps. If a third-party app or online service (such as WhatsApp, Facebook or PayPal) does not accept your number, this is not a fault in the number or the transfer, and no refund is due unless the Australian Consumer Law requires one. See clause 5 of our Terms of Service.

6. Number transfer guarantee (numbers you buy from us)

Australian mobile numbers are a public resource administered by the Australian Communications and Media Authority (ACMA) under the Telecommunications Numbering Plan 2025 (Cth). Carriers hold the right to issue and reclaim numbers; what OZNUMBER sells is the service of securing a specific number and completing its change of ownership into your name.

On every order we guarantee that:

• The number listed is the number you receive — digit for digit, with no substitution.
• The number is withdrawn from sale the moment your payment clears, and is never offered to another buyer.
• Transfer into your name usually takes 2–3 business days; timing depends on the carrier. Where the identity details supplied do not match the carrier's records, re-verification is required and we resubmit at no charge; the outer limit is 14 days.
• You receive written confirmation by email once the change of ownership is complete.
• If we cannot complete the transfer, you receive a full refund under section 4 — no fee is retained.

After the transfer is complete the number is yours to use on any Australian carrier and plan, and you may move it freely. Ongoing use is then governed by your agreement with that carrier, which may reclaim a number for non-payment or prolonged inactivity in accordance with the Numbering Plan. OZNUMBER holds no continuing rights over, and accepts no responsibility for, a number after transfer.

Consigned numbers. Some numbers are sold by OZNUMBER as agent for the current holder. The same guarantee applies. Because the holder must start the carrier transfer, the change of ownership may take longer than 2–3 business days. If it cannot be completed, you receive a full refund under section 4.

7. Your rights under the Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that applies to you under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) and cannot lawfully be excluded.

You are entitled to a replacement or refund for a major failure of the goods or services we supply, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods or services remedied if they fail to be of acceptable quality and the failure does not amount to a major failure.

8. Selling a number to us (Part B of our Terms)

This section is a companion to clause 11 of our Terms of Service.

• No cost to submit or get a quote. Submitting a number for assessment, or receiving an indicative price, is free and creates no obligation on either side.
• No payment is due from you, ever. At no point are you asked to pay OZNUMBER anything. If any communication purporting to be from us asks you to pay a fee to "release", "process" or "unlock" a payment for your number, it is not genuine — please report it to info@oznumber.com immediately.
• You can withdraw at any time before the transfer completes. You may withdraw your submission, decline any indicative or confirmed offer, or withdraw after accepting, at no cost and with no obligation to explain why.
• Payment. Once the transfer of the number into OZNUMBER's name is confirmed complete, we pay the agreed amount by bank transfer to your nominated account within 5 business days.
• If we can't complete the purchase. If the purchase does not proceed for a reason within our control, you owe us nothing and keep your number. If it does not proceed for a reason relating to the number itself (for example, it turns out to be blocked, disputed or otherwise encumbered, or your entitlement to sell cannot be verified), no payment is made, you keep your number, and you are free to resolve the issue with your carrier and resubmit later.
• Indicative prices are not binding until we confirm an offer in writing and you accept it (clause 11.3 of our Terms).

9. Chargebacks

Please contact us at info@oznumber.com before initiating a chargeback. Most disputes can be resolved quickly and in full without involving your payment provider. If a chargeback is initiated in circumstances where a refund is not due under this policy or the Australian Consumer Law, we will contest it with the underlying evidence.

10. How to request a refund

Email info@oznumber.com from the address used at checkout and include:

• The mobile number purchased;
• Your order date;
• The reason you are requesting a refund.

We will respond within one (1) business day and, where a refund is payable, process it within five (5) business days to your original payment method.

11. Contact

OZNUMBER (ABN 33 646 580 751)
Email: info@oznumber.com