Policy

The EZLINK Service Guarantee

EZLINK passes are non-refundable in cash once activated. Instead, we guarantee service: if anything goes wrong, we make it right with a replacement pass or EZLINK Credit — usually within minutes, with no human in the loop.

What you get when something fails

Replacement Pass

A fresh pass of equal or greater value, valid on the same or a nearby node. Issued automatically for delivery failures and operator-fault disconnects.

EZLINK Credit

A balance you can spend on any future pass, on any node. Issued for node-offline events, speed-below-tier, billing errors, and wrong-location purchases.

Cash refund (narrow path)

Available only when a pass was never delivered, within 24 hours of purchase, and only on explicit request. Processing fees are eaten by EZLINK — never deducted from your refund.

When the guarantee applies

  • • Your pass was charged but never connected.
  • • The node went offline during your session.
  • • You were disconnected without a valid reason.
  • • Connection speed was meaningfully below the advertised tier.
  • • A billing error charged you twice or for the wrong amount.
  • • A confirmed platform bug affected your session.

When it doesn't apply

  • • You changed your mind after the pass activated.
  • • You bought at the wrong location (we'll offer EZLINK Credit instead).
  • • Fraud signals are detected on the account.
  • • A pattern of abusive refund requests on your account.

Why no cash refunds by default?

EZLINK is a marketplace. When you buy a pass, money flows to the node operator and a small platform fee to us — both with non-refundable processor fees. Chasing operators for refunds takes days and often fails. Service credit and replacement passes are issued by EZLINK directly, in seconds, and let you stay online instead of waiting.

How to claim

Open the EZLINK app, go to your Wallet, and tap "Request refund" on the affected pass. Pick what went wrong; the system shows the expected remedy upfront. Most claims auto-resolve. The rest are reviewed by a human within 24 hours.

Open a request

Last updated: June 2026. This page describes the standard service guarantee. EZLINK may, at its discretion, offer alternative remedies in exceptional cases.