Terms and Conditions

1. About

These Terms and Conditions (Terms) are our agreement with you about your membership in the Citro Cashback Program (Citro Cashback). Citrus Innovations Pty Ltd ABN 25 667 285 654 (Citro) administers Citro Cashback. These Terms apply to your use and access of Citro Cashback through Citro’s Applications (App) or websites including www.joincitro.co.nz. 

By selecting agree to these Terms or by accessing or using Citro Cashback in any way, you agree to be bound by these Citro Cashback Terms. If you do not agree to be bound by these Citro Cashback Terms, you must not access and cease using Citro Cashback.

‍We can change these Terms at any time by uploading new Terms to the Citro App and the Citro website and notifying you. If you keep using Citro Cashback after the changes have been posted, you agree to be bound by the amended Terms.

Where a change decreases or materially affects your rights under these Terms, you will have 30 days from the date the changes are posted to decide if you agree to the amended Terms. If you do not agree with the changes you may terminate your membership by notifying us, otherwise you will be taken to have accepted the changes.

2. Definitions

Citro Cashback means the Citro rewards program administered and managed by Citro under these Citro Cashback Terms.

Discount means the discount made available by Participating Partners on Eligible Purchases through the Citro App or website from time to time.

Eligible Purchase means goods or services available for purchase from Participating Partners that are expressed as eligible for a Discount or Reward on the Citro App or website, and excludes Ineligible Purchases.

Eligible KiwiSaver means a KiwiSaver scheme under the KiwiSaver Act 2006 of which You are a member, which is supported by the Citro App and which is able to receive contributions via electronic funds transfer from the Inland Revenue Department.

Ineligible Purchase means any purchase made, including from Participating Partners, which are:

(a) goods and services which are restricted by applicable laws; or

(b) goods and services reasonably determined by us or any Participating Partner to be ineligible from time to time;

(c) betting, including lottery tickets, casino gaming chips, off-track betting, and wagers at race tracks; and

(d) political donations.

Participating Partner has the meaning given in clause 6.1 of these Citro Cashback Terms.

Privacy Policy means the privacy policy available at: https://www.joincitro.co.nz/privacy-policy. 

Rewards means incentive rewards offered or provided as part of Citro Cashback including cashback, points or other rewards, as described in the Citro App or website and which is provided on Eligible Purchases less freight, delivery, taxes and GST.

You means a person who has elected to be a member of Citro Cashback or who uses Citro Cashback pursuant to these Terms.

2.1 In these Citro Cashback Terms, unless the contrary intention appears:

(a) the singular includes the plural and vice versa; and

(b) a reference to 'include; or 'including' means 'including but not limited to’.

3. Eligibility

3.1 You are only eligible to participate in Citro Cashback if You:

(a) have registered as a member of Citro Cashback and have provided all information required for registration;

(b) are not in breach of these Citro Cashback Terms; and

(c) do not use Citro Cashback for fraudulent, improper, or unlawful purposes, or for purposes deemed to be unfair including any attempts to manipulate or game Citro’s Rewards or Cashback system.

3.2 If at any time you are no longer eligible for Citro Cashback, we may suspend or close your Citro Cashback membership.

3.3 Only certain products and services are eligible for Rewards or Discounts under Citro Cashback. Eligible products and services will be listed on the Citro App or website.‍

4. Registration and activation

4.1 You are registered for Citro Cashback when you successfully register for an account on the Citro App or website in accordance with these Terms.

4.2     There are no fees to register and hold a Citro Cashback account in New Zealand.

4.3 You will receive a confirmation email within 48 hours after you successfully register for the Citro Cashback. If you do not receive this confirmation email, contact Citro to find out why you have not been successful in registering.

4.4 You must not join or use Citro Cashback on behalf of any other individual or allow another individual to use Citro Cashback on your behalf.

5. Linking your payment card

5.1 In order to receive cashback or rewards on Eligible Purchases, you must link at least one eligible debit or credit card to your Citro Cashback account (Linked Card). Not all cards are eligible to be linked to your account, such as gift cards, pre-paid cards or other store issued cards. Whether a card is eligible to be a Linked Card will be as reasonably determined by Citro.

5.2 Your Linked Card must be a Visa card and issued by an Australian or New Zealand organisation.

5.3 In order to provide you with cashback and rewards, we need to share your Linked Card information with our third-party service providers including payment card networks such as Visa or Mastercard and our technology platform partners. By enrolling your payment card as a Linked Card, you authorise us to share this information with our third party service providers for the purpose of calculating cashback payable to you.

5.4 When you enrol your Linked Card, you authorise the payment card network to monitor your Linked Card and share with Citro transaction information about when you use your Linked Card at one of Citro’s Participating Partners, so that we know when to provide you with cashback on Eligible Purchases. You agree that Citro may receive this information and may share this information with our suppliers including technology partners for the purpose of calculating and issuing cashback earned by You. You agree that we may request further reasonable details from your payment card network about tracked transactions for the purpose of determining cashback earned by You on Eligible Purchases.

5.5 Citro is not responsible for any errors you make in providing Linked Card information, including any Rewards that may not be credited as a result of such errors.

6. Purchase and Redemption Partners

6.1 Citro has partnered with various merchants to offer you certain Rewards and Discounts on products and services purchased through the Citro App or website (each a Participating Partner).

6.2 Any product or service you purchase from a Participating Partner, whether through the Citro App or website or otherwise, is governed by and subject to the Participating Partner's policies and terms, including their return, cancellation, and shipping policies (as applicable).

6.3 Any Participating Partner is not an agent of Citro and operates independently. Your participation in any Reward or Discount offered or promoted by a Participating Partner is solely between you and the Participating Partner, unless otherwise specified by Citro. Citro is not responsible for any withdrawal or modification of a Reward or Discount and any effect this may have on your Citro Cashback balance.

6.4 Citro is not responsible for any changes to, or discontinuation of a Participating Partner. Except as provided in any law which cannot lawfully be excluded or modified by agreement, Citro assumes no liability or responsibility for any content, goods or services provided by a Participating Partner including the quality, merchantability or fitness of such content, goods or services or that such content, goods or services are lawful.

6.5 If you are eligible to receive cashback on a purchase made through a Participating Partner, you agree that we may act as your agent to collect any cashback. We are under no obligation to provide you with any cashback until such time as all cashback has been received by us in full from the Participating Partner. 

7. Loyalty Framework

7.1 When using Citro Cashback membership you may receive Discounts or Rewards on Eligible Purchases made through the Citro App or website.

7.2 The Discounts or Rewards may change from time to time and current Discounts or Rewards will be published on the Citro App or website. You should confirm the continued availability of the Discount or Reward before entering into the transaction for an Eligible Purchase. Any changes to the Discount or Reward will have no effect on an Eligible Purchase made prior to the date of change.

7.3 Citro does not represent or guarantee that a certain number of Discounts or Rewards will be made available.

7.4 Your ability to use or earn Discounts or Rewards may be affected by human or technical error or other events beyond Citro's control, which may include Participating Partner's systems, viruses or faults on the Citro App or website. To the maximum extent permitted by law, Citro is not liable for any error arising as a consequence of or in connection with the processing of a Discount or Reward except to the extent caused by Citro (or its employees, agents or contractors).

8. Rewards

8.1 Earning Rewards

(a) You may earn Rewards through any Eligible Purchase as communicated and made available by Citro from time to time through the Citro App or website.

(b) You are only entitled to one Reward for each Eligible Purchase. You will not earn Rewards if the Eligible Purchase is cancelled, refunded or terminated or if you breach any of your obligations in relation to the Eligible Purchase or under these Terms. Rewards may be revoked, cancelled or reversed in such circumstances and may be required to be re-paid to Citro.

(c) Ineligible Purchases are excluded from earning Rewards.

(d) Citro does not guarantee or represent any quantum of Rewards you may earn as a result of your participation in Citro Cashback, unless otherwise specified by Citro.

8.2 Crediting Rewards

(a) Citro will use its reasonable endeavours to credit your Rewards balance in your Citro App wallet within 60 days after the Participating Partner receives the amount for an Eligible Purchase or such other time period specified in the Citro App or website. It is your responsibility to check that you have been credited with the correct value of Rewards. Your Rewards will be held in a digital wallet in the Citro App until the Rewards are redeemed in accordance with clause 8.4 of these Terms.

(b) If you have not been credited with the Rewards in accordance with clause 8.2(a) of these Citro Cashback Terms, you must make a claim for the crediting of Rewards within 90 days after the Participating Partner receives the amount for the Eligible Purchase. Unless otherwise specified by Citro, claims for the crediting of Rewards cannot be made if you do not meet the eligibility criteria set out in clause 3.1 of these Citro Cashback Terms.

(c) Citro reserves the right to deny, revoke or vary the crediting of Rewards at any time if Citro or the Participating Partner determines that the Rewards were improperly obtained or erroneously credited.

8.3 Holding rewards

(a) You may view your Rewards balance at any time by logging into the Citro App, or website where this feature is enabled. Your Rewards balance will be held in credit in the digital wallet in the Citro App until you redeem your Rewards in accordance with clause 8.4 of these Citro Cashback Terms.

(b) You may not hold any more than NZD $999 dollars in your Rewards balance at any one time.

(c) Any Rewards which have not been redeemed before termination of your participation in Citro Cashback will be forfeited.

8.4 Redeeming rewards

(a) In order to redeem your Rewards you must provide us with your New Zealand bank account details in the Citro App. Rewards may only be redeemed to a New Zealand bank account.

(b) You redeem your Rewards by authorising us to pay your Rewards balance to your nominated bank account. Any authorisation to redeem your Rewards is final and irreversible. You authorise us to share your information (including bank details and Rewards information) with our third-party service providers to facilitate redemption of your Rewards balance.

(c) Your Rewards will be automatically redeemed once every day from when you provide your bank account information. You authorise us to pay your Rewards balance to your bank account at these times, or at any other interval as reasonably determined by Citro and stated in the Citro App. If you do not wish for your Rewards to be redeemed in this manner you must cease accumulating a Rewards balance.

(d) Citro is not responsible for any errors in bank details provided, and will not be responsible for redemption of your Rewards balance to an incorrect bank account due to such errors. You acknowledge that Citro cannot recover any Rewards balances paid to incorrect accounts as a result of incorrect information provided by You.

(e) You must have accumulated a Rewards balance equal to or greater than the minimum redemption amount indicated and communicated through the Citro App or website from time to time before you are able to redeem your Rewards. Any limits or other criteria applying to a redemption request may also be stipulated on the Citro App or Citro website.

(f) In order to redeem your Rewards:

(i) you must satisfy the eligibility criteria referred to in clause 3.1 of these Citro Cashback Terms at the time of redemption.

(ii) if Citro has enabled the ‘Grow your KiwiSaver’ feature in the Citro App and if you elect to redeem your Rewards by making payment of the Rewards balance to the Eligible KiwiSaver, your redemption request is also subject to you:

(A) selecting 'grow your KiwiSaver’ as the Rewards redemption method through the Citro app;

(B) providing your Inland Revenue Department number to Citro via the Citro App;

(C) providing any other details requested by Citro in the Citro App;

(D) instructing Citro to pay your Rewards balance directly into your Eligible KiwiSaver using the details provided at the same intervals as stated in 8.4(c) above;

(E) receiving confirmation of the successful completion of the above details, including your payment instruction.

(g) If Citro has enabled the ‘Use your cashback’ feature, you may also redeem your Rewards by instructing Citro to apply your Rewards balance to any future transaction made using your Linked Card at a Participating Partner.

(h) In order to give effect to the redemption methods set out above, you acknowledge that:

(i) Citro may require further information (including personal information) from you; and

(ii) Citro may share your information (including personal information) with third parties (such as our service providers, technology providers, financial institutions, the Inland Revenue Department or your Eligible KiwiSaver) as may be necessary to enable us to redeem your Rewards in accordance with your instructions.

(i) If the feature has been enabled, by selecting 'grow your KiwiSaver’ as the Rewards redemption method through the Citro App, you acknowledge that you are providing a recurring instruction to Citro to automatically pay the Rewards credited to your Rewards balance directly into your Eligible KiwiSaver using the details provided at the intervals stated in 8.4(c) above.

8. Tax on KiwiSaver contributions through redeemed Rewards

8.1 The tax paid on KiwiSaver contributions depends on your age, the amount and type of contribution. Tax is deducted by the Eligible KiwiSaver fund after the contribution is received. There are limits on how much you can contribute, and if you exceed these limits (including through any redemption of Rewards), you may pay extra tax.

8.2 We express no opinion on the use of Rewards to contribute to the Eligible KiwiSaver fund. You should seek independent tax advice before deciding to opt-in to 'grow your KiwiSaver'.

9. Discounts

9.1 Discounts may be made available by Participating Partners on Eligible Purchases through the Citro App or website from time to time.

9.2 The Discounts may be made available for a limited duration and may be subject to specific, terms, conditions, or exclusions. You should ensure that you are aware of and understand such term, conditions, or exclusions before proceeding with the Eligible Purchase.

9.3 If you have not received the Discount, you should consult with the Participating Partner to find out why. Except as provided in any law which cannot lawfully be excluded or modified by agreement, Citro assumes no liability or responsibility for any failure by a Participating Partner to honour the Discount the Participating Partner makes available through the Citro App or website.

9.4 Citro does not guarantee or represent that Discounts will be made available for a certain time period.

10. Termination

10.1 Citro may terminate or suspend your participation in Citro Cashback at any time by giving you at least 30 days' notice.

10.2 Citro may immediately terminate or suspend your participation in the Citro Cashback, immediately without notice, if:

(a) you breach the Citro Cashback Terms and such breach gives rise to a materially adverse commercial risk or regulatory or compliance risk for Citro; or

(b) your account remains inactive for greater than 12 months; or

10.3 You may cancel your participation in Citro Cashback at any time through the Citro App or website.

10.4 If your participation in Citro Cashback is terminated or cancelled for any reason, such termination or cancellation is final and any Rewards which have not been redeemed before termination or cancellation will be forfeited.

11. Complaints and feedback

If you have a complaint relating to Citro Cashback, please contact us as follows:

Mail: Level 24, 50 Bridge Street, Sydney, NSW, 2000
Email: support@joincitro.co.nz
Website: www.joincitro.co.nz 

Please provide a full explanation of your feedback or complaint. Citro may request further details from you.

Citro will undertake the following:

· Keep a record of your complaint;

· Acknowledge your complaint within 1 business day;

· Respond within 30 calendar days;

· If we cannot complete our investigation within 30 calendar days, we will let you know why before the 30 calendar days lapse.

If we are unable to resolve the matter to your satisfaction, you may refer the complaint to an independent New Zealand dispute resolution organisation. Please contact Citro on the above details for further information. You will receive a fair and independent financial services complaint resolution process that is free to consumers. It is important you raise your concerns with us first before raising an external dispute, as this will generally be encouraged before any external investigation.

12. Unauthorised or mistaken transactions

Citro Cashback works by receiving information about purchases made using your Linked Card(s) and crediting you cashback. Other than redeeming your cashback or (where enabled) cashback to KiwiSaver, the Citro App does not enable any other transactions to be made using your Citro Cashback membership. If you notice an unauthorised or mistaken transaction on your Linked Card(s), please contact your card issuer.

If you notice an unauthorised or mistaken transaction on your Citro App, please contact us immediately on the details set out in section 11 above. We will acknowledge receipt of your communication within 3 days, and we will investigate and endeavour to provide you with a response within 7 days.

As set out in these Terms, Citro cannot be responsible for any incorrect information provided by you. If your device through which you access the Citro App has been lost or stolen, please notify us immediately and we will terminate access to the Citro App through that device.

13. How we communicate

You agree to receive communications including communications highlighting Discounts or other deals available through Citro Cashback. We may communicate with you using the contact information you have provided to Citro or when registering for Citro Cashback. You consent to receive electronic communications including any notices or other information that we may be required to provide you by law in writing unless you have withdrawn or varied your preferences via the Citro App. We may also send you push notifications if you install the Citro App.

14. Liability

14.1 You agree that we are not liable for any loss, damage or liability in connection with:

(a) the unauthorised use of your Rewards or Discounts;

(b) any goods and/or services purchased from third parties by you;

(c) any merchant or product descriptions contained on our website or contained in communications sent to you by us or on our behalf, where these are provided to us by a Participating Partner;

(d) any failure of or delay in a Participating Partner failing to provide us with any information or perform any act upon which we depend;

(e) any failure or default beyond our reasonable control;

(f) any failure of or delay in an Eligible KiwiSaver fund acknowledging, accepting or otherwise honouring the monetary value of your Rewards balance when redeemed by you to your Eligible KiwiSaver fund;

except to the extent that the loss, damage or liability is the result of our fraud, negligence or wilful misconduct (including that of our employees and agents).

14.2 You have the benefit of certain protections as a consumer under the New Zealand Consumer Guarantees Act. Nothing in this document shall be taken to exclude liability which may not be excluded under the the New Zealand Consumer Guarantees Act. However, to the extent permitted under the the New Zealand Consumer Guarantees Act and except as otherwise specified in these Citro Cashback Terms, in relation to any loss you have suffered:

(a) our liability is limited to the cost of providing the relevant services again; and

(b) we have no liability for any indirect, special or consequential loss (including loss of profits, actual or anticipated revenue).

15. Privacy

15.1 You agree that we may collect, hold, use and disclose your personal information as described in these Citro Cashback Terms and any other privacy notices that we provide you.

15.2 We collect personal information that you provide to us or generate when you register for the Citro Cashback. This personal information is used for:

(a) any specific purposes for which you provide it to us;

(b) the general operation of Citro Cashback, so that you can access and use the functions and services of Citro Cashback;

(c) to help our partners to fulfil their regulatory obligations; and

(d) other purposes as otherwise notified to you, including in our Privacy Policy, a copy of which is available below.

15.3 Our Privacy Policy (available at: https://www.joincitro.co.nz/privacy-policy) describes how Citro collects, holds, uses and disclose personal information in the course of its business operations as a whole. It also explains how you can seek to access or correct any personal information Citro holds about you, how to complain about a privacy breach and how Citro will deal with a privacy complaint.

16. Governing law

These terms and conditions are governed by the laws of New Zealand and you submit to the non-exclusive jurisdiction of the courts in that country.

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