Refund policy

1. Overview

This Refund Policy explains how refunds work for a Case File, the one-off purchase sold on ozimmi. It forms part of our Terms of Service at /legal/terms.

Depending on your country, your purchase is either sold and processed by our Merchant of Record, Paddle, who is the seller of record for that transaction, or sold directly by Pixelite SL and processed by our payment provider, Braintree. Your receipt shows which applies. Where Paddle is the seller of record, Paddle's own refund policy also applies, and where it gives you more than this policy does, Paddle's terms prevail.

2. 7 days to change your mind

A Case File is paid for once; there is no subscription and nothing renews. If you decide it is not for you, email support@ozimmi.app within 7 days of the payment and we will refund it in full. There is no self-serve refund button.

A refunded Case File stops unlocking the features it paid for: the consultation pack's PDF export and sharing, and, where it included one, the report's dossier export and forwarding it to a professional. Your saved case, and everything that is free on ozimmi, stay as they were.

3. When where you are changes

What a Case File includes is decided when you pay and again when the payment completes. If it included the report when you paid, and our check no longer places you outside Australia when the payment completes, it is granted as the consultation pack without the report, and we record why. After that, the report is checked again each time it is delivered, and it is not shown while our check places you in Australia. In either case you can keep the consultation pack, or ask for a full refund within 30 days of the payment, which ends the Case File. To ask for it, email support@ozimmi.app within 30 days of the payment. It does not shorten the 7 days above.

4. Immediate access and your right to withdraw

A Case File is digital content supplied as soon as your payment is confirmed: it is available on your account straight away, and you are asking us to supply it immediately when you buy it.

In countries where the law allows you to give up a right to withdraw by expressly consenting to immediate supply of digital content, you give that consent when you buy, and you acknowledge that you lose that right once it has been supplied. Where a right to withdraw or cancel cannot be waived, or applies unconditionally, it is not affected by this section and continues to apply in full.

5. Statutory rights

Consumer law in some countries gives you a minimum right to withdraw from or cancel a purchase, and that right varies by country. Nothing in this policy limits any right you have that cannot be waived. Where Paddle is the seller of record for your purchase, Paddle applies the statutory minimum for your country regardless of anything stated here; the country-specific position is set out in Paddle's refund policy at https://www.paddle.com/legal/refund-policy.

6. What is not refundable

A Case File is not refundable more than 7 days after the payment, except under section 3, where required by law or granted at our discretion.

7. Refunds we will consider

If you were charged in error or charged twice, contact support@ozimmi.app and we will deal with it in good faith. A refund we approve is issued by whichever company sold you the Case File, to your original payment method; how quickly it reaches your statement depends on your bank or card provider.

8. Contact

Questions about billing or refunds: support@ozimmi.app.