Refund policy
What gets refunded, within what window and how to ask. Each product has its own rule because each one is booked differently.
Last updated: August 7, 2026
1. How to ask
Write to info@ozu.com from the email on the order, with the reference and what happened. For a lounge or a membership you can also cancel yourself from My Ozu, in your orders. The money always goes back to the payment method you used.
2. eSIM you have not used
If your plans change and you no longer need it, you get a full refund within 180 days of purchase, as long as the eSIM has not been installed and no data has been used. If it is already activated or used, we look at your case and find a way out.
3. Incompatible or locked phone
If you bought an eSIM and your phone does not support it or is carrier-locked, you get a full refund. The QR must not have been scanned, no data used, and we need a screenshot that lets us verify it.
4. eSIM that will not connect
If the eSIM does not work because of a problem on our side or on the destination network, the refund can be full or partial depending on the data used. Tell us DURING the trip, by email or chat: once you are home there is no way to check what happened or fix it in time.
5. VIP lounges
Cancellation is free up to 24 hours before the lounge opens on your booked date, and you do it from My Ozu. After that the seat is committed with the lounge and the booking cannot be changed or refunded. Each lounge shows its exact cut-off on its page, before you pay.
6. Travel insurance
The policy is issued and governed by Globely, and its cancellation terms come in the wording you receive when you buy. We help you sort it out, but the decision on the policy belongs to the insurer.
7. Visas
Visas are processed by Visagov, a third-party provider. Their refund policy applies, and the fees charged by the destination country are not refunded by anyone once the application is filed.
8. Ozu+
Cancel any time from My Ozu. The membership stays active until the end of the period you already paid for and does not renew. The current period is not refunded pro rata, because that month’s benefits are already available.
Questions about a refund: info@ozu.com
Registered office: Av. de la Via Augusta, 15-25, Local 30, 08174 Sant Cugat del Vallès, Barcelona
Tax ID (CIF): A42788984