Thank you for choosing Optimise Club. We strive to ensure your satisfaction with our services. This policy outlines the terms and conditions regarding cancellations and refunds for various offerings on our platform.
1. General Principles
Optimise Club operates primarily as a platform connecting users with third-party vendors and services. Cancellation and refund eligibility varies by product type. The specific terms for each category are outlined below. Where a transaction is cancelled or refunded, any Opti Points earned from that transaction may be reversed.
2. Cancellation Policy
The following general rules apply to all cancellation requests on the Optimise Club platform:
- Cancellation eligibility depends on the type of product or service purchased. Please refer to the relevant section below for category-specific rules.
- To request a cancellation, contact our support team at [email protected] with your order number and reason for cancellation.
- Cancellation requests are reviewed within 48 hours. Approved cancellations are processed within 5–7 business days to the original payment method.
- Once an order has been fulfilled, delivered, or dispatched, cancellation may no longer be possible. Fulfilled digital products (including gift cards) are generally non-cancellable.
- Partial cancellations are not supported. Cancelling an order cancels all items within that order.
- If you paid using Opti Points or a combination of points and cash, any refund will be issued in accordance with the original payment split, at our discretion.
- We reserve the right to decline cancellation requests that do not meet the eligibility criteria outlined in this policy or that fall outside applicable time windows.
3. Gift Cards
3.1 Cancellation
- Gift card orders are strictly non-cancellable once the order has been placed and payment is confirmed.
- Because gift cards are fulfilled digitally, cancellation is not possible after order confirmation — even if the card has not yet been delivered to your email or account.
- Please review your gift card selection, denomination, and recipient details carefully before completing your purchase.
3.2 Refunds
- Gift cards are non-refundable once delivered.
- If a gift card is not delivered within 7 working days, contact our support team at [email protected] for assistance.
- In case of non-delivery, we will either process a refund or provide an alternative solution at our discretion.
- Approved refunds for gift card purchases will be processed to the original payment method within 5–7 business days.
4. Products
4.1 Cancellation
- Physical product orders may be cancelled until the order has been dispatched from our warehouse or fulfilment partner.
- Once an order has been dispatched, cancellation is no longer possible. You may still be eligible for a return or refund only in cases of defects, as described below.
- To check whether your order is still eligible for cancellation, contact support at [email protected] with your order number. We will confirm the current status and process eligible cancellations promptly.
4.2 Refunds & Returns
- Products are non-returnable and non-refundable except in cases of defects or damage during transit.
- For defective products, you must raise a support query within 7 days of receiving the product.
- We may request photographic evidence or other documentation to verify the defect.
- If a defect is confirmed, we may offer a replacement, repair, or refund at our discretion.
- Shipping costs for returns due to defects will be covered by Optimise Club.
5. Travel & Hotel Bookings
5.1 Cancellation
- Travel and hotel booking cancellations are governed by the specific cancellation policy of each property or travel partner, not by a single platform-wide rule.
- Some hotels and travel providers offer free cancellation within a specified window; others are non-refundable or charge a cancellation fee. These terms vary by property and rate type.
- The applicable cancellation terms for your booking are displayed on the booking page before you confirm your reservation. Please review them carefully before completing your purchase.
- Once a booking is confirmed, cancellation requests must be submitted through the platform or by contacting support. Refunds, if applicable, are subject to the property's policy and may incur deductions or fees.
- No-show bookings and cancellations made after the free-cancellation window (where applicable) are typically non-refundable.
5.2 Refunds
- Refund amounts for eligible travel cancellations are determined by the hotel or travel partner's policy and may take 7–14 business days to process.
- Optimise Club will facilitate the cancellation and refund process but is not responsible for policies set by third-party travel providers.
6. Digital Rewards & Redemptions
- Redemptions processed through Opti Points (including partner transfers, digital rewards, and similar offerings) are non-cancellable once the redemption has been submitted and processed.
- Pending redemptions may be cancellable before processing begins. Contact support as soon as possible if you need to cancel a pending redemption.
7. Platform Subscription
- Platform subscription fees are strictly non-refundable once charged.
- You may cancel auto-renewal for subsequent subscription periods to avoid future charges.
- Cancellation of auto-renewal must be done at least 24 hours before the renewal date.
- Cancelling auto-renewal does not entitle you to a refund for the current billing period.
8. Affiliate Merchant Transactions
- Optimise Club is not responsible for cancellations or refunds on purchases made through affiliate merchants.
- Cancellation and refund requests for such transactions must be directed to the respective merchant according to their policies.
- We will assist in facilitating communication with the merchant where possible.
- Opti Points earned from affiliate purchases that are subsequently cancelled or returned will be deducted from your account.
9. Opti Points
- Opti Points earned through purchases that are subsequently cancelled or refunded will be deducted from your account.
- Opti Points redeemed for rewards cannot be refunded or converted back to points once the redemption is processed.
- If a cancellation results in a partial refund, Opti Points will be adjusted proportionally where applicable.
10. Refund Process
To request a refund or cancellation where applicable:
- Contact our support team at [email protected]
- Include your order number, date of purchase, and reason for the request
- Our team will review your request within 48 hours
- If approved, refunds will be processed to the original payment method within 5–7 business days
- Refund timelines may vary depending on your bank or payment provider. Optimise Club is not responsible for delays caused by third-party payment processors.
11. Exceptions
We reserve the right to make exceptions to this policy on a case-by-case basis, including in circumstances beyond your control (such as platform errors or duplicate charges). Any exceptions made will not constitute a waiver of this policy for future transactions.
12. Changes to This Policy
We may update this Refund & Cancellation Policy from time to time. Any changes will be effective immediately upon posting on our website. Continued use of the platform after changes are posted constitutes acceptance of the updated policy.
13. Related Policies
You may also find the following policies helpful:
14. Contact Information
If you have any questions about this policy, please contact us at:
Email: [email protected]
Company Name: COGNIFIN LABS PRIVATE LIMITED
Office Addresses:
- 503, Mahalaxmi Centre CHS Ltd, opp Bal Bharati School, S V Road, Kandivali West, Mumbai - 400067
- A-104, Aadeshwar Krupa, Shanti Park, Opp. Bank Of India, Mira Road (E), Mumbai - 401107
- HD-322, WeWork Spectrum, Tower, 4th Floor, Mindspace, Malad West, Mumbai - 400064
By using Optimise Club, you acknowledge that you have read, understood, and agree to be bound by this Refund & Cancellation Policy.