Refund, Cancellation & Delivery Policy
CY.SEND Digital Rewards Platform
Table of Contents
Related Policies
Website Terms of Use - General website access and usage rules.
Service Terms - Full terms for our digital rewards services.
Privacy Policy - How we handle your personal data.
Cookies Policy - Information about our use of cookies.
Cashback Club Terms - SND loyalty points program rules.
1. General Policy: All Sales Are Final
Important: Due to the digital nature of our products (e.g., e-gift cards, mobile top-ups), which are delivered instantly and are for immediate use, all sales on the CY.SEND platform are final. Once a product has been successfully transmitted to you, it cannot be returned, exchanged, or refunded.
By completing a purchase, you expressly acknowledge and agree that you lose your right of withdrawal or 'cooling-off' period, and the delivery is deemed 'consumed' the moment the data is transmitted to you.
E-gift cards cannot be exchanged for cash, returned, or refunded under any circumstances. The recipient is solely responsible for the safekeeping of the e-gift card code. CY.SEND is not liable for lost, stolen, or compromised e-gift cards.
2. Order and Payment Process
2.1 Purchasing Process
The process for purchasing a digital product on CY.SEND is straightforward and consists of three steps:
Product Selection
Choose a product and its face value from our catalog.
Add to Cart
The selected product is added to your shopping cart for review.
Payment
Proceed to payment to complete your order.
2.2 SND Currency
All purchases are made using SND, our platform's internal loyalty currency. When you make a payment, the amount is received in SND, which is then used to purchase the products on the fly from our suppliers. Your account balance is maintained in SND at all times.
2.3 Account Currency
Customers can choose from multiple currencies for their account when registering. Once a currency is selected, it cannot be changed. All transactions and balances will be displayed in your chosen currency equivalent.
2.4 Order Review
Before completing your purchase, you will have the opportunity to review your order details, including the product, face value, and total cost. Please verify all information carefully before confirming payment, as all sales are final once processed.
3. Digital Delivery
3.1 Instant Delivery
Upon successful payment and order processing, your digital product will be delivered instantly. Our platform processes orders in real-time, purchasing products from our suppliers on the fly to ensure immediate fulfillment.
3.2 Delivery Confirmation
Delivery confirmation is provided through two channels:
Email Confirmation: A confirmation email containing your product details and delivery status will be sent to your registered email address.
In-Platform Notification: The product will be available in your CY.SEND account dashboard under your order history, accessible through the user interface.
3.3 Delivery Responsibility
CY.SEND is responsible for delivering the digital product to your account and registered email address. Once the product has been successfully transmitted, the responsibility for safekeeping the product code transfers to you.
4. Failed Deliveries
4.1 Automatic Credit
While we strive for instant delivery, technical issues can occasionally cause a delivery to fail. A delivery is considered to have failed if the product is not successfully transmitted from our system to you.
What happens if delivery fails: The full cost of the product will be automatically credited back to your account balance in SND. A failed delivery of a product does not entitle the user to a refund in 'real world' currency to their credit card or bank account. The remedy is strictly limited to the restoration of the SND balance. You can then use your updated SND balance to attempt the purchase again at your convenience.
4.2 Customer Error
CY.SEND is not responsible for delivery failures caused by customer error, such as providing an incorrect email address, mobile number, or other beneficiary information. Please verify all details before completing your transaction.
4.3 Supplier Issues
In rare cases, a delivery may fail due to issues on the Product Issuer's side (e.g., temporary stock unavailability, system maintenance). In such cases, the same automatic credit process applies, and you may retry the purchase at a later time.
5. Cancellation Policy
Orders Cannot Be Cancelled: Once an order is placed and payment is confirmed, it is processed instantly by our automated system. Therefore, orders cannot be cancelled after they have been submitted.
Please review your order carefully before completing the purchase. Ensure that the product, face value, and any beneficiary information are correct before confirming payment.
5.1 Subscription Cancellations
For Cashback Club Premium subscriptions, cancellation terms are governed by the Cashback Club Terms and Conditions. Subscription cancellations do not entitle you to a refund for the current billing period.
6. Consumer Rights by Region
6.1 Customers in Switzerland
Under Swiss law, there is no general statutory right of withdrawal (cancellation) for e-commerce purchases once an order has been placed. Our 'all sales final' policy is in full compliance with Swiss regulations.
6.2 Customers in the European Union (EU)
EU consumer law provides a 14-day right of withdrawal for many online purchases. However, this right of withdrawal does not apply to the supply of digital content that is not supplied on a tangible medium if:
The performance has begun with the consumer's prior express consent; and
The consumer has acknowledged that they thereby lose their right of withdrawal.
By completing a purchase, you expressly acknowledge and agree that you lose your right of withdrawal or 'cooling-off' period, and the delivery is deemed 'consumed' the moment the data is transmitted to you.
6.3 Customers in the United Kingdom
UK consumer law provides similar protections to EU law. The Consumer Contracts Regulations 2013 provide a 14-day cancellation period, but this does not apply to digital content once delivery has begun with your express consent and acknowledgment of loss of cancellation rights.
6.4 Customers in Brazil
Under the Brazilian Consumer Defence Code, consumers have a 7-day right of withdrawal for distance purchases. However, this right may not apply to digital products that have been immediately delivered and consumed. We comply with applicable Brazilian consumer protection laws.
6.5 Customers in Other Regions
Your rights are governed by the laws of your local jurisdiction and our Website Terms of Use. Our standard 'all sales final' policy applies unless superseded by mandatory local consumer protection laws.
7. Incorrect or Non-Working Products
7.1 Product Issuer Responsibility
CY.SEND acts as an authorized reseller of digital products. If you believe you have received an incorrect product or a product that is not working, please contact the Product Issuer's customer support directly. As a reseller, CY.SEND does not have access to the issuer's systems and cannot resolve issues related to the use or redemption of a product within the issuer's ecosystem.
7.2 CY.SEND Second-Level Support
If you encounter an issue with the product code itself (e.g., incorrect format, activation problems that are not related to the Product Issuer's system), please contact our support team via our Contact Us page. We will provide second-level support to investigate the issue with the Product Issuer on your behalf.
7.3 Geographic Usage
Please note that gift cards are typically intended for use in their country of purchase or issue. For example, a French gift card should be used in France. CY.SEND is not responsible for issues arising from attempting to use a product outside its intended geographic region.
8. Promotions
All promotions, discounts, or bonuses are provided by external brands and not by this platform. We are not responsible if a brand fails to honor a promotion, changes the terms of a gift card, or experiences a service outage.
CY.SEND reserves the right to modify, suspend, or discontinue any promotional offer at any time without prior notice. Promotional terms and conditions, if any, will be communicated at the time of the promotion.
9. Accuracy of Information
CY.SEND is not responsible for errors made when entering beneficiary information, including but not limited to email addresses, phone numbers, or account details. Please verify all details before completing your transaction.
It is your sole responsibility to ensure that all information provided during the purchase process is accurate and complete. CY.SEND cannot modify, redirect, or cancel a product once it has been delivered based on the information you provided.
10. Contact Information
Get in Touch
For all inquiries including customer support, business inquiries, legal matters, and data protection requests, please visit our Contact Us page.
Postal Address:
CY.TALK SWITZERLAND S.A.
7, Place du Rondeau
1227 Carouge (Geneva), Switzerland
