Refund Policy

1.1 All sales of vouchers are final and non-refundable. Once you have purchased a voucher, you cannot cancel the transaction or request a refund. We do not offer any refunds, exchanges, or credits for vouchers, unless otherwise specified:

1.1.1 There are technical issues with the voucher that prevent the customer from using it (i.e., unable to redeem / acquire the voucher).

1.1.2 There is evidence of fraudulent activity, such as the purchase and issuance of vouchers using stolen credit card information.

1.1.3 If the customer did not receive the voucher due to our error, such as if we sent the voucher to the wrong email address that is not consistent with the email provided by you.

1.1.4 Legal requirements, including but not limited to product defects.

1.2 Please note that you may not receive refund for the following, except in case of defect or any reason stated in this Refund Policy:

1.2.1 SMS/ Email charges for choosing to distribute the vouchers by On-us. Once the SMS/ Email is sent, the charge incurred cannot be refunded. 

1.2.2 Vouchers that have been issued. Once the voucher has been issued, it cannot be refunded. 

1.2.3 Refund requests will only be accepted if the request is submitted within 7 days from the date of purchase.

1.3 Our reasons for not providing any refunds are as follows:

1.3.1 Once the vouchers have been purchased, we take immediate action to issue them to ensure you are able to distribute them to customers as quickly as possible. Thus, this process cannot be reversed once it has started.

1.3.2 Some of the distributed vouchers might already have been redeemed by customers. Thus, it would be impossible to conduct refunds in this situation.

1.4 Should you choose to distribute the vouchers on your own (i.e. using CSV export), you shall be responsible to distribute the vouchers in a timely and appropriate manner. We shall not be responsible for any issues that arise from the distribution of vouchers by you. 

1.5 Vouchers may have expiration dates, which are clearly stated at the time of purchase. Once a voucher has expired, it cannot be redeemed for goods or services, and we will not provide a refund or extension. 

1.6 If you believe that you are eligible for a refund, please refer to the following steps:

1.6.1 To request for a refund, please contact us at supportexpress@on-us.com within 7 days of the transaction date. You will need to provide proof of purchase, including your Order No., Date of Purchase, and the email you used to make the purchase, and a detailed explanation of the issue. 

1.6.2 Refunds will be processed within 7 business days of receiving your refund request. The refund will be issued back to the original debit or credit card used for the transaction.

1.6.3 Some fees associated with SMS/Email distribution costs and debit card transactions, such as processing fees, are non-refundable.

1.6.4 If a dispute arises regarding a refund, our team will work with the customer to resolve the issue in a fair and timely manner.

1.7 We reserve the right to modify or terminate this policy at any time, without prior notice. 

If you have any questions or concerns about this policy, please contact us at supportexpress@on-us.com.

Last Updated: June 2023