Citro Cashback Commitment Terms

What is Citro’s Cashback Commitment?

Citro is committed to giving you the cashback amount you see. No up to’s. No hidden catches.

That’s why if you make an eligible purchase using one of Citro’s offers, we promise that you’ll have the advertised cashback available to use within 30 days of completing your purchase. For travel and accommodation providers, this means completing your stay.

Eligible purchases are those made using your linked payment or Citro card, in line with the displayed offer criteria to qualify for the cashback. For example, you may need to use the hyperlinks provided by Citro, complete your trip, buy online or in-store, or be a new customer to the retailer, if applicable to the offer.

If your cashback isn’t available within 30 days of completing your purchase, send us a claim and we’ll not only ensure you receive the advertised cashback, but we’ll also give you an additional $50 cashback as our commitment to you (“Cashback Commitment”).

Example: You buy a pair of sunglasses for $200 (excluding GST and shipping) through an Offer link provided on the Citro App advertising 5% cashback. If you tell us that you didn’t get the full $10 in cashback that you should have within 30 days of making the transaction, we will not only make it whole (give you the full $10 cashback) but also add an additional $50!

How does the Cashback Commitment work?

Citro’s Cashback Commitment is only available under these terms and conditions (“Terms”) and only on offers available through the Australian Citro App or Website. These Terms are in addition to other terms and conditions that apply to your membership or Citro Card as applicable. You agree to these Terms if you make a claim.

To be eligible to make a Cashback Commitment claim, you must:

1. Have linked a valid payment card or be a Citro Card holder, and remain eligible for Citro’s Rewards program under the Rewards Terms and Conditions.
   
   
2. Make an eligible purchase with your linked payment card or Citro card via the Citro App or Website where a cashback offer is advertised.
   
   
3. Follow any criteria displayed with the offer. These will be clearly shown - for example, you may need to make a purchase by clicking the Offer specific buttons and/or hyperlinks as provided on the Citro App or website.
   
   
4. Check that after 30 days of the date you complete the purchase, the advertised cashback amount has not been added to your available balance. Remember, for travel and accommodation providers, completing your purchase means completing your stay. Cashback amount is calculated on total purchase value minus 10% to account for GST and also excludes any other taxes, shipping and costs.
   
   
5. Make a claim under these Terms within 60 days of the purchase completion date and provide any details reasonably requested by Citro.

How do I make a claim?

If you’re eligible, send us an email at support@joincitro.com.au or call us on 1300 869 596 and provide us with a few details, including but not limited to:

• registered account name,
• retailer name,
• date/time of transaction,
• amount of transaction, and
• details of the Citro offer including advertised cashback amount at the time of purchase.

We may need to ask you some questions to verify your identity, the transaction(s) and the relevant offers before we’re able to determine your claim. Any personal information that you give us will be handled in line with our Privacy Policy.

When will the claim be decided?

We’ll use reasonable endeavours to notify you of the outcome of your claim, which includes the above mentioned information, within 10 business days.

If we are reasonably satisfied that you have met the Terms for the Cashback Commitment  and have provided us with all necessary information, we will:

1. Calculate the shortfall of the advertised cashback that you did not receive (if any) and credit this to your Citro wallet.
   
   
2. Credit an additional $50 cashback to your Citro wallet.

Things to keep in mind

Your claim is more likely to be successful if your purchase has the following features:

• You clicked the Offer specific buttons and/or hyperlinks as provided on the Citro App or Website and used your linked payment card or Citro Card to make the purchase – all within the same browsing session.
  
  
• In addition, you made sure you met all of the stated Offer criteria, as listed on the Citro App or website. For example, you may need to be a new customer of the retailer, complete your trip or purchase the specific item mentioned in the offer.

General Cashback Commitment rules

Limit of one Cashback Commitment claim per transaction. Only the Citro registered member who completed the transaction can make a claim. Claims can be made in relation to regular cashback offers as well as boosted or promotional cashback offers.

Eligibility for claims, determination of claims and whether all necessary details have been provided will be as reasonably determined by Citro.

Fair use applies. Citro reserves the right to deem ineligible, reverse or cancel any claim or payment made to you under these Terms: that is a result of unlawful, improper or fraudulent conduct, or conduct that is designed to manipulate Citro’s rewards system and/or the Cashback Commitment; and where goods or services have been returned or cancelled.

In the case of reversal or cancellation of payments made under these Terms, these amounts become immediately due and payable. You authorise Citro to recover these amounts by initiating a charge on your linked payment card or deducting funds from your Citro Account (including by initiating a PayTo charge where applicable) without further notice.

Any cashback issued under the Cashback Commitment is non-transferrable and will not be issued other than as credit to your Citro wallet.

Please check these Terms regularly. Citro reserves the right to modify, suspend or terminate these Terms and the Cashback Commitment at any time without prior notice.