Question 1

How long does a refund take?

Accepted Answer

Once a refund is approved it is returned to your original payment method. Card refunds usually settle in 3–5 working days, while bank transfers and some wallets can take up to 10 working days depending on your provider.

Question 2

My voucher will not scan at the merchant. What should I do?

Accepted Answer

Submit a request with the voucher number and a photo of the screen or printout. We verify the code with the merchant and issue a working replacement, usually the same day.

Question 3

Can I get help if my voucher has expired?

Accepted Answer

Often yes. Expired promotional value may still be redeemable for the amount you paid, and in many regions you can request credit. Open a case with the voucher number and we will confirm your options.

Question 4

How do I track a request I already submitted?

Accepted Answer

Go to the Track Request page and enter your case reference (it looks like GRP-2K7X9M) together with the email address you used. You will see the current status and the last update time.

Question 5

What information should I include in my request?

Accepted Answer

Your order or voucher number, the merchant name, what went wrong, and any screenshots or receipts. The more specific the description, the faster we can resolve it without going back and forth.

Question 6

Is it safe to upload receipts and screenshots?

Accepted Answer

Yes. Files are transferred over HTTPS and stored in private storage that is only accessible to our support agents. Never include full card numbers, CVV codes or passwords in an attachment.

Question 7

I was charged twice for the same deal.

Accepted Answer

Choose the Payment or billing category and include both transaction dates and the last four digits of the card. Duplicate charges are typically reversed within 3–5 working days of verification.

Question 8

The merchant refused to honour my deal.

Accepted Answer

Report it under Merchant complaint with the date, location and what you were told. We take it up with the merchant directly and arrange a refund or alternative if the deal was not honoured.

Question 9

Can I change or cancel a request after submitting?

Accepted Answer

You cannot edit a submitted case, but you can reply to the confirmation details with extra information, or submit a follow-up referencing the original case number so an agent can merge them.

Question 10

Do you ask for card details or passwords?

Accepted Answer

Never. We will only ever ask for the last four digits of a card for identification. Ignore and report any message claiming to be us that asks for a full card number, PIN, or account password.

Frequently asked questions