OurDeal Refund Policy
OurDeal is committed to bringing you great Deals from the Suppliers that we work with ("Suppliers"). We strive to help you save money and have a great experience. We do rely on the Suppliers to provide their products and services on time and as stated in the Deal. If you feel let down by the products/services for which you have bought a voucher please consider our Refund Policy which sets out our process for resolving concerns you might have. We therefore recommend you read our Refund Policy before purchasing, to familiarise yourself with our policy and procedures. Our Refund Policy is subject to our Terms and Conditions.
How to request a refund or credit
- If you are not satisfied with a product or service purchased through OurDeal, please email us via the "Contact Us" page on our website under the heading "Customer Support". You can access this by clicking here. Please include:
- your contact details:
- full name
- registered email address
- contact phone number
- delivery address (if applicable)
- your Deal voucher ID/Code, e.g. VOD-1-XXXXXXXXXX; and
- as much detail as possible about the issue(s) to ensure a speedy response.
- your contact details:
- We may need to verify the details of your complaint with the relevant Supplier and ask you to provide further information. Please allow a reasonable period of time to investigate your complaint. We will let you know the result of our investigations as soon as possible.
- We will refund the price which you have paid for a voucher if:
- we become aware that the Supplier has become bankrupt, stopped trading, entered into administration, been appointed a receiver or is being wound up;
- a Supplier fails to supply its services within the time period specified in the Deal, unless you have agreed with the Supplier to extend the voucher redemption period, or if no time period is specified, within a reasonable time after we stop advertising the Deal; or
- the products/services supplied are not as advertised in the Deal.
- We will also refund the price which you have paid for a voucher if we make a mistake, for example:
- we issue you a voucher which is incorrect; or
- we mistakenly advertise a Deal for an incorrect price. If this happens, we also reserve the right to cancel your voucher, even if the Deal has been activated and your credit card has been charged. We also reserve the right to refund vouchers and re-advertise the Deal at the correct price.
- We may also choose to give you a refund (even if you have not made a complaint) or provide you with OurDeal credit if:
- we receive any claim or complaint from any third party or government authority about the Deal; or
- we find out or believe that:
- the products/services are unsafe in any way;
- the products/services breach any law;
- the products/services are offensive;
- the Supplier has breached its contract with us (for example, any information that the Supplier has given us is found to be untrue or misleading or deceptive).
- We may also give you OurDeal credit if you have tried to redeem your voucher by making a booking with the Supplier at least two (2) weeks before the voucher expiry date and within the prescribed booking period and the Supplier does not provide any availability, unless it has been agreed with the Supplier to extend the voucher redemption period (excluding travel deals - see the OurDeal Travel Escape Refund Guarantee below);
- Any refund or credit issued by us is limited to the value of the Deal purchased. If your voucher expires then it is not refundable.
- We will not provide you with a refund or credit if you lose your voucher; if goods are defective or faulty and the Supplier agrees to replace or repair the goods; if you damage the item or it's stolen; if it's a service complaint and the Supplier agrees to provide the service again; if the Supplier agrees to extend the voucher redemption period; or you change your mind.
OurDeal Travel Escape Refund Guarantee
- The following applies to Deals advertised as "Travel Escape Deals":
- We will refund you the full Deal price and cancel your voucher if, within two (2) weeks after the relevant Deal is activated, you try to book your preferred dates but they are not available;
- Refunds under the OurDeal Travel Escape Booking Guarantee are subject to your preferred dates falling within the valid bookings period stated in the relevant Deal and you being able to provide us with reasonable evidence (e.g. emails) that you tried to book your preferred dates within the two (2) week period. Refunds under our guarantee will not be given if you do not try to book your preferred dates within the two (2) week period.
OurDeal Product Delivery Guarantee
- We will refund the full Deal price and cancel your voucher if you have not received your product by the stated delivery time in the Deal Terms.
- Refunds under the OurDeal Product Delivery Guarantee are subject to you claiming a refund within four (4) weeks of the stated delivery date. Refunds will not be paid where we have proof of delivery by the stated delivery time or the delivery delay was the result of incorrect information or lack of information provided by you.
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