OCEANIA MATRIMONY

www.oceaniamatrimony.com.au 

♥  Refund Policy  ♥

Australian Standard — Consumer Rights Fully Protected

Effective: 30 May 2026  |  Last Updated: 30 May 2026

Oceania Matrimony is committed to delivering services that meet the highest standards — and to dealing fairly, honestly, and transparently with all members when it comes to payments, fees, and refunds.

This Refund Policy sets out your rights and our obligations in relation to all payments made on the Oceania Matrimony platform www.oceaniamatrimony.com.au, It is written in full compliance with Australian law.

3.1  General Rule — Fees Are Non-Refundable After Activation

Subject to your non-excludable statutory rights under the Australian Consumer Law, membership fees are generally non-refundable once your plan has been activated and you have begun accessing the paid features of the Platform.

This is because our service is delivered immediately upon activation — giving you immediate access to paid features including member contact details, expanded messaging capacity, live text chat, and advanced search filters. The nature of the service means it cannot be 'returned' in the same way a physical product can.

We strongly encourage all prospective members to use the Free membership to explore the Platform fully before purchasing a Gold or Diamond plan. There is no obligation to upgrade, and you can take as long as you need.

3.2  When You ARE Entitled to a Refund Under Australian Consumer Law

Regardless of this general rule, you are entitled to a remedy — including a full or partial refund — in the following circumstances under the Australian Consumer Law:

•       MAJOR FAILURE OF SERVICE — We have failed to provide the service in a way that a reasonable person in your position would not have agreed to if they had known about the failure before purchasing. A major failure entitles you to a full refund (s 267 ACL).

•       SERVICE NOT FIT FOR PURPOSE — A core paid feature (such as messaging, contact access, or profile visibility) was consistently unavailable, non-functional, or substantially different from what was described during your paid membership period.

•       MISLEADING OR DECEPTIVE CONDUCT — We made a false or misleading representation in connection with the sale of a membership plan (s 18 ACL). If confirmed, this entitles you to a full refund and potentially additional compensation.

•       BILLING ERROR — You were charged an incorrect amount due to an error on our part (wrong plan, duplicate charge, incorrect GST, or processing error).

•       ACCOUNT TERMINATED WITHOUT CAUSE — We suspended or terminated your account without a legitimate reason (i.e. you have not breached our Terms and Conditions) during a paid membership period. You are entitled to a pro-rata refund of the unused period.

4.1  Extended Technical Failure

If the Platform experiences a verified technical failure that makes a core paid feature (messaging, contact detail access, or profile visibility) unavailable for a continuous period exceeding 72 hours, you may be entitled to one of the following remedies at our discretion:

•       A pro-rata extension of your membership period equal to the duration of the outage; or

•       A partial refund reflecting the proportional value of the unavailable service; or

•       A full refund if the failure constitutes a major failure under s 267 ACL.

Please report technical issues to info@oceaniamatrimony.com.au as soon as you encounter them, with screenshots or other evidence where possible. We cannot assess outage claims retrospectively without evidence.

4.2  Accidental or Duplicate Purchase

If you were charged twice for the same membership plan due to a payment processing error, or if you accidentally purchased the wrong plan, please contact us at info@oceaniamatrimony.com.au within 7 days of the charge. We will investigate promptly and, if the error is confirmed, issue a full refund of the duplicate or erroneous charge within 5 business days.

4.3  Account Terminated by Oceania Matrimony Without Cause

If we terminate your account without a legitimate reason — meaning you have not breached our Terms and Conditions — you are entitled to a pro-rata refund of the unused portion of your paid membership period. The 'unused portion' is calculated from the date of termination to the original plan end date, at the daily rate of your plan price divided by the total plan days.

4.4  Member Chooses to Close Account

If you voluntarily close your account before the end of a paid membership period, you are not generally entitled to a refund of the remaining unused time. You have had access to the full paid service during the period you used it, and the decision to cease using it is yours.

If you believe there is a reason we should consider a refund despite your voluntary closure, please contact us and explain your circumstances. We will consider each case on its merits and in accordance with our ACL obligations.

4.5  Change of Mind

Under Australian Consumer Law, a change of mind does not entitle a consumer to a refund. If you decide you no longer wish to use the Platform — for example, because you found a partner through another means, or you simply changed your mind about using a matrimonial service — you are not automatically entitled to a refund.

We will, however, always consider change-of-mind refund requests on a case-by-case basis and with compassion. Please contact us to discuss your situation.

4.6  Deceased Member

If a registered member passes away during a paid membership period, we will provide a full refund of the remaining unused period to the member's estate. Please send written notification to info@oceaniamatrimony.com.au together with a copy of the death certificate or a letter from the executor. We will process the refund within 10 business days of receiving the documentation.

4.7  Fraudulent or Unauthorised Transaction

If you believe a charge was made to your payment method without your knowledge or authorisation, contact us at info@oceaniamatrimony.com.au immediately and also notify your bank or card provider. We will cooperate fully with any fraud investigation and provide records as required.

For any refund request, please follow these steps:

1.    Email info@oceaniamatrimony.com.au with the subject line: 'Refund Request — [Your Registered Email Address]'.

2.    Include your full name, registered email address, membership plan, payment date, and payment/transaction reference number.

3.    Describe your reason for requesting a refund clearly and specifically. Include any supporting evidence (e.g., screenshots of a technical error, screenshots of an incorrect charge, or any relevant correspondence).

4.    We will send an acknowledgement of your request within 2 Australian business days of receipt.

5.    We will assess your request and provide a written decision within 10 Australian business days of receiving all relevant information.

6.    If your refund is approved, the amount will be returned to your original payment method. Processing times depend on your bank or payment provider — typically 5 to 10 Australian business days after we process the refund.

•       All membership fees are stated inclusive of Goods and Services Tax (GST) at 10% under the A New Tax System (Goods and Services Tax) Act 1999 (Cth).

•       A GST tax invoice is automatically emailed to you upon payment. Duplicate copies are available on request from info@oceaniamatrimony.com.au.

•       Where a full refund is issued, the entire amount paid — including the GST component — is refunded.

•       Where a partial refund is issued, the GST will be refunded proportionally to the amount refunded.

•       Oceania Matrimony is registered for GST with the Australian Taxation Office (ATO). Our GST registration details are available on request.

We ask you to contact us directly at info@oceaniamatrimony.com.au before initiating a chargeback or formal payment dispute with your bank, credit card provider, or payment platform. In most cases, we can resolve billing concerns quickly and without the need for a formal dispute — which is faster for you and avoids unnecessary process.

If a chargeback is initiated without first contacting us, we reserve the right to:

•       Suspend your account pending resolution of the dispute.

•       Provide full evidence to your bank, card provider, or payment platform demonstrating that the service was delivered as described and agreed.

•       Permanently close your account if a chargeback is found to be fraudulent or without merit.

We will always cooperate with legitimate fraud investigations and provide records as required by law.

If you are not satisfied with our response to your refund request, you have the right to escalate your complaint to an Australian consumer protection body. We support your right to do so.

We may update this Refund Policy from time to time to reflect changes in Australian law, ACCC guidance, or our business and payment practices. Material changes will be communicated by email or via a prominent notice on the Platform at least 14 days before taking effect.

The current, authoritative version of this Refund Policy is always available at: www.oceaniamatrimony.com.au/refund-policy

♥  Connecting Hearts, Creating Forever  ♥

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