1. General principles
- CCTD acts as a marketplace facilitator. For Merchant-fulfilled items (food, stays, services, tickets, real-estate deposits, gift cards) the underlying contract is between you and the Merchant, and the Merchant's refund terms (as published at the point of purchase) apply first.
- Where a refund is granted, we may refund (i) the price paid, (ii) less any non-recoverable third-party costs (e.g. payment-processor fees on disputed transactions, taxes already remitted to government, courier or delivery fees actually incurred, or non-refundable merchant deposits clearly disclosed at purchase), and (iii) less any promotional credits, discount value or rewards already used.
- Refunds are issued to the original payment method. Where that is not possible (expired card, closed account), we may issue platform credit of equivalent value.
- Refund requests must be made through your GrabOn account or by writing to info@grabon.me within the applicable window below. Late requests are at our discretion.
2. Vouchers and deals
- Unredeemed within 24 hours. You may request a full refund of a voucher within 24 hours of purchase provided it has not been redeemed and the promotional period has not ended.
- Unredeemed after 24 hours and before promotional-value expiry. Refunds are at our discretion. We may instead offer platform credit.
- Redeemed vouchers. Once a voucher is scanned, marked used, or otherwise consumed in whole or in part, it is non-refundable, except where the Merchant materially failed to provide the underlying good or service.
- After promotional-value expiry. In compliance with section 56.2 of the British Columbia Business Practices and Consumer Protection Act, the paid value of an expired voucher (the amount you actually paid, excluding any bonus or promotional value) remains redeemable directly with the issuing Merchant.
- Merchant closure or refusal. If a Merchant permanently closes, refuses to honour a valid voucher, or materially changes the offer, contact us and we will refund the paid amount of any unredeemed voucher.
3. Gift cards
- Gift cards purchased on GrabOn are final sale and non-refundable, except where required by law or where the card has not been delivered, activated or redeemed and you contact us within 14 days of purchase.
- Consistent with BC law, the paid balance of a prepaid purchase card does not expire. Promotional bonus value, points, or "top-up" amounts may expire on a stated date.
- Lost or stolen gift cards may be replaced only if registered to your account and not yet redeemed. We are not responsible for cards shared, forwarded or transferred to third parties.
4. Subscriptions and memberships
- Subscriptions renew automatically until cancelled. You can cancel at any time in your account; cancellation takes effect at the end of the current billing period.
- Subscription fees already paid are non-refundable except where (a) we materially fail to deliver the subscribed service, (b) a free-trial conversion charge is disputed within 7 days and you have not used paid features, or (c) applicable law requires a refund.
- Annual plans cancelled mid-term: no pro-rated refund. Access continues until the end of the paid period.
5. Restaurant orders, reservations and bookings
- Restaurant orders and pickup/delivery: follow the cancellation window stated at checkout. Once the Merchant has accepted the order or begun preparation, cancellation may not be possible.
- Reservation deposits: refundable up to the cancellation window posted by the venue; thereafter forfeited as a no-show fee.
- Hotels and stays: follow the property's published cancellation policy. Some rates are non-refundable; this is clearly disclosed before payment.
- Appointments and tasker bookings: follow the cancellation window in the listing. Late cancellation or no-show may incur a fee of up to 100% of the booking price.
- Events and tickets: all ticket sales are final unless the event is cancelled or rescheduled. For rescheduled events you may attend on the new date, or request a refund within 14 days of the reschedule notice.
6. Real-estate deposits and listings
Earnest-money or holding deposits are governed by the executed agreement with the realtor or property owner. CCTD does not act as a real-estate brokerage and does not hold trust funds; refunds, releases and forfeitures are managed under that agreement and applicable BC real-estate law.
7. Rewards, predictions, games and promotional credits
- Promotional credits, scratch-card winnings, prediction-game points, fan-battle rewards and similar items have no cash value, are non-transferable, and are non-refundable.
- If a reward is reversed because of suspected fraud, ineligibility, multi-accounting, or manipulation of game outcomes, no refund or replacement is owed.
8. Defective, misdescribed or non-delivered items
If the Merchant fails to deliver the item, materially misdescribes it, or supplies a defective good or service, contact info@grabon.me within 7 days of the scheduled delivery or service date with order details and photo evidence where applicable. We will work with the Merchant to repair, replace, refund or credit your purchase. Nothing in this Policy limits the implied warranties of acceptable quality and reasonable durability under the Sale of Goods Act (BC) or the warranty rights conferred by the BPCPA.
9. Currency, exchange rates and taxes
Refunds are issued in the same currency as the original charge (typically CAD). Where your card issuer applies a different exchange rate, the refunded amount in your local currency may differ from the originally charged amount; CCTD is not responsible for currency-conversion differences or foreign-transaction fees imposed by your bank. Sales taxes are refunded together with the underlying amount where the tax was collected by us; where tax was remitted directly by the Merchant, the Merchant is responsible for the tax portion.
10. Chargebacks and payment disputes
Before initiating a chargeback with your bank or card network, please contact info@grabon.me. Most issues can be resolved within one or two business days. Chargebacks filed for reasons other than fraud (e.g. buyer's remorse, redeemed-then-disputed) may result in suspension of your account, blocking of future purchases, and recovery action for amounts owed plus reasonable administrative fees. Fraudulent chargebacks may be reported to law-enforcement and credit-reporting agencies as permitted by law.
11. How to request a refund
- Go to Account → Purchases (or Bookings), select the item and tap Request refund; or
- Email info@grabon.me from the email address registered to your account, including: order number, item, reason, photos/receipts where relevant.
Most requests are reviewed within 2 business days. Approved refunds are returned to the original payment method within 5–10 business days, depending on your bank.
12. Statutory rights
Nothing in this Policy limits or excludes any right or remedy you may have under the British Columbia Business Practices and Consumer Protection Act, the federal Competition Act, the Sale of Goods Act (BC), Quebec's Consumer Protection Act (for Quebec residents), or any other applicable consumer-protection law that cannot lawfully be waived.
13. Changes
We may update this Policy from time to time. The version in force at the time of your purchase governs that transaction. The current version is always available at grabon.me/refunds.