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. For this reason, and consistent with common practice for unique or bespoke goods, refunds for change of mind are not offered.

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. After payment — change of mind

Once we have received cleared payment, the sale is final and no refund is offered for change of mind, buyer's remorse, incorrect number selection, or a subsequent decision not to proceed with the transfer.

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 back to us (see sections 8 and 9).

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.

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.
• A change of ownership is normally completed within 24–72 hours. 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.

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 covers numbers you sell to us that you did not buy from us within the last 12 months. It 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. Selling back a number you bought from us — 12-month buyback (Part C of our Terms)

This section is a companion to clause 12 of our Terms of Service.

• Who and when. If you bought your number from us within the last 12 months and it meets the conditions in clause 12.1 of the Terms, we will buy it back.
• What you receive. The price you actually paid us for the number, less an 8% handling fee and a dormancy fee of $14 per month for up to 6 months (capped at $84). These are the only deductions.
• When we may decline. Only in the circumstances set out in clause 12.3 of the Terms.
• Process and payment. The same as section 8 above: no cost to you, withdraw any time before the transfer completes, and payment by bank transfer within 5 business days of the transfer being confirmed complete.
• After 12 months. Any offer we make will be a current market offer under section 8.

10. 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.

11. 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.

12. Contact

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