Refund Policy
Citi Gold Card Loyalty Program (Mobile App)
At Citi, we strive to provide a seamless experience for our valued Citi Residents and stakeholders. We understand that occasionally situations may arise where refunds or cancellations are necessary. Therefore, we have developed the following comprehensive policy to address various scenarios
Top-up Return
If you have initiated a top-up transaction either by self-deposited at specified Citi locations or by using Citi Gold Card app and wish to cancel it, you may not do so this transaction. In case of refunded amount not be in physical cash but will be compensated in shape of offering at allocated unit to consume within 30 business days.
Server Slow Response/Session Timeout
In the event of server slow response or session timeout during a transaction, please reach out to our customer support team immediately OR by Email/ WhatsApp already given official contacts in Citi Loyalty Card backside or in Mobile App. We will investigate the issue promptly and provide appropriate assistance.
Transfer Payments Claim
If you encounter any discrepancies or issues related to transfer payments, kindly contact our support team OR by Email/ WhatsApp already given official contacts in Citi Loyalty Card backside or in Mobile App, with relevant details. We will review your claim and take necessary actions to resolve the issue in a timely manner within 24 – 36 hours.
Debit/Credit Card and/or Bank Account Details
For security purposes, we do not store debit/credit card or bank account details within the Citi Gold Card Loyalty Program app. Therefore, no refunds are applicable in case of unauthorized transactions. We advise you to exercise caution and report any suspicious activity immediately to administrator OR Customer Support Team of Citi Loyalty Program.
Payment Refund Policy for Online Payments
For security purposes, we do not store debit/credit card or bank account details within the Citi Gold For online payments made through the Citi Gold Card Loyalty Program app wallet, refunds will only be processed in accordance with the terms and conditions of the respective merchants/collaborators or third-party service providers.
Refund for Charge Back(s)
In case of a chargeback initiated by the card issuer, refunds will be processed as per the standard procedures outlined by Citi Loyalty Program procedures. Our Customer Support team work closely with your said instance on providing authentic proves to ensure a smooth resolution and provide necessary assistance throughout the process within 3 working days.
All refund requests must be submitted through the Citi Gold Card Loyalty Program app or by contacting our customer support team or prescribed procedure conveyed above OR instructed.
Refunds are subject to review and approval by Citi loyalty Program authorities, and may be declined if deemed ineligible.
Any changes or updates to this Refund and Cancellation Policy will be communicated to users via app notifications or email or through Citi Loyalty Program electronic pages.
We hope this policy provides clarity and assurance regarding our commitment to customer satisfaction. Should you have any further questions or concerns, please do not hesitate to reach out to us. Thank you for choosing Citi Gold Card Loyalty Program for your preference.
Note: This policy is effective as of 15/Mar.2020 and supersedes any previous versions. Citi Loyalty Program authorities reserved the rights to update, amend or revised this policy any time.