Returns and Refunds Policy

This policy applies to Participants who receive Rewards in a Program on the RewardCo platform. It forms part of the Participant Terms.

Your Program Rules, or the Promotion Terms for a consumer promotion, may give you more rights than this policy. If they do, those rights apply.

Where the Australian Consumer Law applies to a Reward or to our services, our services come with guarantees that cannot be excluded under it. For major failures with a service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. If a failure does not amount to a major failure, you are entitled to have the problem rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure.

If you are in New Zealand, the Consumer Guarantees Act 1993 may give you similar rights. If you live elsewhere, your local consumer laws may apply. Nothing in this policy limits those rights.

Once a Gift Card has been delivered, it usually cannot be cancelled, refunded or exchanged. Please check your choice before you redeem.

If a code does not work. Tell us. We will check it with the Supplier and, if the code was faulty or had been used before it reached you, replace it or return your Points.

Lost or stolen codes. A Gift Card is like cash. We cannot replace a Gift Card that was lost, stolen or used by someone else after it was delivered to you, unless the Supplier agrees or the law requires it.

Sent to the wrong place. If a Gift Card went to the wrong email address or mobile number because of our error, we will replace it. If it went to the details in your profile and they were wrong, we will ask the Supplier to cancel and reissue it, but this may not be possible.

Each Gift Card is subject to its Supplier's and issuer's terms, including where it can be used and when it expires. Refunds for anything you buy with a Gift Card are a matter for the retailer.

Failed Payouts. If your bank returns or rejects a Payout, we will tell you and ask for correct details. Your Reward is held until then, and once you update your details the Payout is sent again. If you do not give new details within 90 days, the Reward is cancelled: if you redeemed Points for it, the Points are returned to your account; otherwise, its value is returned to the Organisation, unless the Organisation's agreement with us says the Reward is cancelled in another way.

Wrong account. If a Payout went to the wrong account because of our error, we will pay you the correct amount. If it went to the account you gave, we will try to help recover it, but cannot promise it can be recovered.

A Payout that has been made cannot be cancelled. For Payouts made by mistake or on a fraudulent Claim, see section 7.4 of the Participant Terms.

If a Reward you chose becomes unavailable, we may offer an alternative of similar value. If you do not want it, we will cancel the redemption and return your Points.

If we or the Organisation cancel a redemption for another reason, we will tell you why and return the Points, unless the redemption broke the Program Rules or the Participant Terms.

Points cannot be exchanged for cash or refunded, except where the Program offers Payouts and the Program Rules allow it.

Returned Points go back into your Program wallet. Points do not expire, unless the Program Rules for your Program say otherwise and expiry has been introduced with notice (see the Participant Terms, section 11). If your Program does introduce Points expiry, returned Points keep their original expiry date unless the Program Rules say otherwise.

RewardCo does not supply physical items. When a Program offers one, the Organisation supplies it, directly or through its own supplier, and is responsible for delivery, returns and refunds under its own terms or its supplier's terms. If the item is faulty, contact the Organisation; your consumer guarantee rights apply against the business that supplied it. If you cannot reach the Organisation, email us and we will pass your request on.

For a consumer promotion, the Promotion Terms set what you can claim and how Rewards are paid. If you return a product you claimed on, the Promotion Terms may require you to repay, or not receive, the cashback for it. Returns of the product itself are a matter for the retailer.

For organisations that subscribe to RewardCo, refunds of Fees and of any unused Rewards Balance are covered by the Service Agreement and the Order Form.

Contact the support contact on your Program Site. In a Managed Program, that is RewardCo. In a Self-run Program, it is usually the Organisation, which will contact us where needed.

If you cannot find the right contact, email hello@rewardco.com with your name, your Program, your redemption or Claim number, and what went wrong.