Claims Settlement Process

Claims Settlement Process

If you believe your request qualifies for the Service SLA compensation, please follow the process below:

1. Submit a Claim Request

Customers must contact OAS Mobility Customer Support within 7 days after the response time exceeds the promised timeframe.

Please provide:

• Order number
• Customer name and email address used for the order
• Description of the service request
• Relevant communication records showing the response delay

2. Claim Review

Our support team will review the request and verify:

• The original inquiry was submitted through an official OAS Mobility support channel.
• The response time exceeded the promised timeframe by 6 hours or more.
• The request meets the applicable SLA compensation requirements.

3. Claim Approval

Once approved, OAS Mobility will provide compensation equal to:

10% of the original order value

The compensation method and processing details will be confirmed by our support team.

4. Compensation Processing

Approved compensation will be processed within 7 business days after claim approval.

Important Notes

• The SLA compensation applies only to eligible customer service response delays.
• Compensation does not apply to delays caused by:
  • Public holidays;
  • Force majeure events;
  • Incorrect or incomplete customer information;
  • Delays caused by third-party service providers;
  • Situations outside OAS Mobility’s reasonable control.
• Each order is eligible for a maximum of one SLA compensation claim.