How Refunds and Credits Work

How Refunds and Credits Work

Ezi Broadband applies refunds and credits fairly and transparently to ensure your account always reflects the service you've received. This article explains the different types of adjustments you may see on your bill, when you might receive a refund, and how long processing typically takes.

What Are Credits?

A credit is an amount applied to reduce your current or future bill. Credits are usually issued when:
  • You've been overcharged or billed incorrectly.
  • There's been downtime or a verified service fault (e.g. prolonged nbn® outage).
  • You've changed plans mid-cycle, and we've adjusted for unused days.
  • You've received a goodwill or service assurance adjustment from our team.
Credits appear as a negative amount (e.g. "Credit Adjustment – $10.00") on your invoice or portal.

What Are Refunds?

A refund occurs when money is returned to your original payment method. Refunds are generally issued when:
  • You've made a duplicate payment.
  • We've identified an overpayment after your account has closed.
  • A billing dispute is resolved in your favour.
Refunds are not automatically issued for plan downgrades or mid-cycle cancellations, since services are billed in advance.

If You Cancel Mid-Cycle:

  1. You can continue using your service until the end of your billing period.
  2. No refund is applied for the unused portion of that cycle, as the service remains active until your final date.

Refund Timeframes

Once approved, refunds are processed within 3–5 business days and returned to the same payment method originally used. Your bank may take additional time to display the refund, depending on their internal processing speed.

Service Credits For Outages

If a verified network fault or outage causes significant downtime, we'll assess the impact and apply a service credit based on the affected period. You'll see this as a "Service Credit" line item on your next invoice.
Our team will review the issue within 3–5 business days.

Need Help With a Credit or Refund?

If you think you're owed a credit or refund, please include your invoice number or payment receipt so we can review it quickly.
  1. Visit our website and speak to Eve, our AI assistant, in the bottom right corner of the screen.
  2. If you'd rather chat with a human, just let Eve know and you'll be transferred to a real person within the same chat window.
  3. Head over to the homepage of our help centre and submit a ticket.
  5. Call us on 132 EZI (132 394).

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