Returns and cancellations policy

Please read carefully before requesting a Reward Trade-In or redeeming a Reward Option.

Introduction

This Returns and Cancellations Policy (“Policy”) governs returns, cancellations, and reversals in connection with redemptions, Reward Options, and Reward Trade-Ins on the Rewarble platform operated by Centiward B.V. (“Company”, “we”, “us”, or “our”). It forms part of, and should be read together with, the Rewarble Terms and Conditions (“Terms”). Capitalised terms used here have the meaning given to them in the Terms. By using the Service, you (“Recipient” or “you”) agree to this Policy. Where this Policy and the Terms address the same matter, the Terms prevail.

Rewarble is a rewards and incentive fulfilment platform. Because redemptions and Reward Options are delivered immediately and, in most cases, cannot be undone once processed, this Policy explains when a transaction is final and what we can and cannot do if something does not go as expected.

Reward Trade-Ins

A Reward Trade-In is a Reward Option under which the Company buys back your Entitlement, in whole or in part, and pays you the agreed amount, less the applicable fee, through its regulated payment partners and to a destination you specify, such as a wallet, account, or service.

Before a Reward Trade-In is processed, you will be asked to confirm the destination details you have provided. We perform basic checks on the format and length of those details only, and we do not verify the existence, ownership, or status of the destination, including whether it is blocked, frozen, suspended, closed, or unverified. You are responsible for ensuring that the destination details you provide are accurate and complete.

Once a Reward Trade-In has been processed and the corresponding Entitlement applied, the transaction is final. A Reward Trade-In carried out on the basis of details you provided cannot be reversed or recalled, and we do not cancel or reinstate it, regardless of whether the amount was ultimately received at the destination.

Failed Reward Trade-Ins

If a Reward Trade-In cannot be completed for a reason within our control, and the failure is identifiable on our side, we will reinstate the corresponding value to your Entitlement so that you can choose another Reward Option or try again.

Where a Reward Trade-In fails or is misdirected because of details you provided, we cannot guarantee that the value can be recovered or reinstated. We are not responsible for value applied in accordance with your instructions that is lost or misdirected as a result of incorrect, incomplete, or out-of-date details.

Reward Options and Reward Codes

A Reward Option such as a digital reward code, subscription or gaming credit, or a similar item is delivered, and the relevant code or link is disclosed, at the moment of fulfilment. Because the code or link is revealed to you at that point, the redemption is final once issued.

We cannot validate the use, status, or ownership of a reward code or link after it has been disclosed. We therefore cannot accept returns, process exchanges, deactivate a code, or reinstate the corresponding Entitlement once a Reward Option has been issued. Please check that you have selected the correct Reward Option, including the correct country, currency, value, and product, before you confirm.

Reward Cards

Where a Reward Card is made available as a Reward Option, the Reward Card and any value loaded on it are governed by the Terms and by the terms of the issuing bank. A Reward Card is issued and activated on fulfilment, and the Entitlement applied to issue it cannot be reinstated once the card has been issued. Value on a Reward Card cannot be withdrawn as cash and is subject to the validity period and conditions shown on the website.

Cancellations

A redemption, a Reward Option, or a Reward Trade-In cannot be cancelled once it has been processed. Where a request has not yet been processed, you may ask us to cancel it through the Support page, and we will do so where this is still possible. We cannot guarantee that a request can be stopped once it has entered processing.

Fraud, reversals, and recovery

This Policy operates alongside the reversal and recovery rights set out in the Terms. As described there, we may decline or reverse a redemption, withhold or reinstate value, or recover amounts against your Entitlement where a Reward Grant is invalid, duplicated, charged back, fraudulently obtained, or issued in error, or where the Terms have otherwise been breached. Nothing in this Policy limits those rights.

Investigations and support

If you believe a Reward Trade-In was not received as intended, or that another transaction did not complete as expected, please contact us through the Support page on the Rewarble website. On a case-by-case basis, and without any obligation or guarantee, we may investigate the matter with the relevant payment partner or provider. Any recovery effort is limited, depends on the cooperation of the external partner, provider, or service involved, and is offered as a courtesy rather than as an obligation.

Limitation of liability

In line with the Terms, our liability for a Reward Trade-In or other transaction processed to an incorrect, invalid, or unintended destination on the basis of details you provided is limited to the maximum extent permitted by law. Any assistance we provide in attempting to recover value is a courtesy and does not create an obligation or a guarantee of recovery.

Acceptance of this Policy

By using the Service, you acknowledge and accept this Policy. You understand the risks of providing incorrect destination details for a Reward Trade-In, and you accept the conditions set out here regarding returns, cancellations, and reversals.

Changes to this Policy

We may modify this Policy from time to time. Where a change is material, we will give notice by a method we consider appropriate, such as posting the updated Policy on the website. Your continued use of the Service after a change takes effect signifies your acceptance of the updated Policy.

Contact

For any questions about this Policy, please contact us through the Support page on the Rewarble website.