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Refund Policy and Payment Methods

Last updated: March 18, 2025

This Refund Policy and Payment Methods document ("Policy") outlines how Valinor Group Pty Ltd (ABN 44 680 884 824), trading as Clove Rewards ("we," "us," or "our"), handles payments and refunds for transactions processed through the Clove Rewards platform (the "Service"). By using the Service, you agree to the terms set out below.

1. Payment Methods

1.1 Accepted Payment Options

Clove Rewards exclusively accepts payments via credit or debit cards. We support cards issued by major providers, including but not limited to Visa, Mastercard, and American Express. No other payment methods, such as cash, cheques, or direct bank transfers, are accepted.

1.2 Payment Processing

When you use the Service, you authorize us to charge your nominated card for the transaction amount, plus any applicable fees (disclosed prior to payment completion). Payments are processed in Australian dollars (AUD) unless otherwise specified.

1.3 Card Authorization

All transactions are subject to approval by your card issuer ("Card Issuer"). We are not responsible for delays, declines, or errors resulting from your Card Issuer's processes or insufficient funds. You must ensure your card details are accurate, valid, and capable of covering the transaction amount at the time of payment.

1.4 Security of Payments

We use industry-standard encryption and security protocols to protect your payment information. However, you are responsible for safeguarding your account credentials and card details to prevent unauthorized use.

2. Refund Policy

2.1 General Principles

We aim to provide a fair and transparent refund process. Refunds are not automatically guaranteed and are granted at our sole discretion, subject to the conditions outlined in this Policy. Our goal is to resolve refund requests promptly while ensuring compliance with applicable laws and the integrity of the Service.

2.2 Eligibility for Refunds

You may request a refund if:

  • A transaction was processed in error (e.g., duplicate charge or incorrect amount).
  • The Service failed to perform as intended due to an issue within our control (e.g., a technical fault on our platform).
  • You are entitled to a refund under Australian consumer law or other applicable regulations.

Refunds will not be provided for:

  • Transactions declined or not completed due to issues with your Card Issuer.
  • Changes of mind or dissatisfaction with rewards or benefits offered by your Card Issuer (see Section 2.6).
  • Unauthorized use of your card or account, unless reported promptly as per Section 2.4.

2.3 Refund Request Process

To request a refund:

  1. Contact us within 14 calendar days of the transaction date at [email protected].
  2. Provide the following details:
    • Your full name and contact information.
    • Transaction date and amount.
    • A clear explanation of the reason for the refund request.
    • Supporting evidence (e.g., screenshots or receipts), if applicable.

We will acknowledge your request within 3 business days and aim to resolve it within 10 business days, though complex cases may take longer. You will be notified of the outcome via email.

2.4 Unauthorized Transactions

If you suspect your card or account has been used without your permission, notify us immediately at [email protected]. We will investigate and may issue a refund if we determine the transaction was fraudulent and you reported it within 14 days. Delays in reporting may limit our ability to assist.

2.5 Refund Method

Approved refunds will be credited to the original card used for the transaction. Refunds are processed within 5-10 business days, though the time it takes to appear in your account depends on your Card Issuer's policies. We do not offer alternative refund methods, such as cash or credit to another card.

2.6 Rewards and Card Issuer Disputes

Clove Rewards does not provide loyalty points, cashback, or rewards. Any such benefits tied to transactions are managed solely by your Card Issuer. If you have concerns about reward eligibility, point accrual, or related issues, please contact your Card Issuer directly. Refund requests related to rewards will not be processed by Clove Rewards.

2.7 Non-Refundable Fees

Service fees charged by Clove Rewards are non-refundable unless the associated transaction is refunded in full due to an error on our part. Partial refunds, where applicable, will exclude these fees unless otherwise required by law.

3. Your Responsibilities

  • Ensure your card is valid and has sufficient funds before initiating a transaction.
  • Review transaction details carefully before confirming payment.
  • Contact us promptly if you encounter issues with a payment or believe a refund is warranted.

4. Our Rights

We reserve the right to:

  • Decline refund requests that do not meet the criteria in this Policy.
  • Request additional information to verify your refund claim.
  • Adjust this Policy at any time, with the updated version posted on our website.

5. Compliance with Law

This Policy is subject to Australian consumer laws, including the Australian Consumer Law (ACL). If any provision conflicts with your statutory rights, those rights will prevail to the extent of the inconsistency.

6. Contact Us

For refund requests, payment inquiries, or assistance, please reach out to:

Email: [email protected]

Company: Valinor Group Pty Ltd (ABN 44 680 884 824), trading as Clove Rewards

We are committed to addressing your concerns efficiently and professionally.