Legal
Refund Policy
This page is provided for customer information and is not legal advice. Mandatory consumer rights, including under the Australian Consumer Law where they apply, are not excluded.
1. About this policy
This Refund Policy explains how refunds and cancellations are handled across product types on RW Global Digital. For a plain-language walkthrough, including cancellations, see our Refunds page.
2. General principles
Refund eligibility depends on the product type, order status, whether the product has been used or activated, provider rules, and applicable consumer law. Cancellation eligibility is not the same as refund completion. We do not guarantee refunds in all circumstances and do not promise an amount until the authoritative outcome is known.
3. Flight refunds and credits
Flight refunds or travel credits are based on fare, carrier and provider conditions. Being eligible to cancel does not automatically mean a full refund. Penalties may apply. Supplier outcome and the customer payment refund processed by RW Global Digital are separate stages.
4. Hotel and accommodation refunds
These follow the booked rate and its cancellation policy. Non-refundable rates may exist. Cancellation deadlines and penalties may apply.
5. eSIM and digital product refunds
Eligibility depends on fulfillment, activation and consumption status. Non-delivery, technical defect, duplicate delivery or provider failure may be reviewed. Activated or consumed products may be restricted. Provider terms and consumer law apply. This is not a blanket “always non-refundable” rule for every digital item.
6. Customer payment refunds
RW Global Digital handles customer-facing refunds through the appropriate payment refund workflow. A supplier refund confirmation does not automatically mean the original customer payment has already been refunded. Status can be tracked or communicated separately.
7. Duplicate or failed payments
If you believe you were charged incorrectly or twice, contact us with your order and payment details. We will review with the payment provider where applicable.
8. Abuse
Orders associated with suspected fraud, promotional abuse or repeated abusive refund behaviour may be cancelled and refunds withheld or reversed where permitted by law and payment-provider rules.
9. Refund method and timing
Approved refunds are generally returned to the original payment method where possible. Timing depends on the payment provider and product type; we do not guarantee a fixed number of business days.
10. Australian Consumer Law
Nothing in this policy excludes, restricts or modifies non-excludable rights under the Australian Consumer Law or other mandatory consumer protections that apply to you.
11. Requesting a review
Contact us with your order number and reason. We will assess eligibility against this policy, product terms and provider rules.
For a plain-language walkthrough, see our Refunds page