Redemption Policy

Effective date: 2026-09-18

Last updated: 2026-09-18

1. Redemption Eligibility

To redeem Caps, your account must be in good standing, meet the minimum redemption threshold for the selected reward, and pass any verification or fraud checks that apply. We may decline a redemption request if these requirements are not met.

2. Minimum Redemption Threshold

The minimum Caps balance required to redeem is shown inside the App and has not been hard-coded here, since it is subject to change — always check the current value shown in the App before requesting a redemption.

3. Available Reward Methods

Available reward methods (for example, gift cards or other payout options) are shown inside the App and on our Rewards page, and may vary by region, supply, and eligibility. We only list a reward method once it is officially available.

4. Processing Time

Redemption processing times vary depending on the reward method, verification requirements, and request volume. A redemption being in a processing state does not guarantee that it will complete successfully.

5. Verification

We may request additional information to verify your identity, eligibility, or the details of a redemption request before completing it, particularly for larger redemptions or when our fraud-prevention systems flag a request for review.

6. Failed Redemption

If a redemption fails for a technical reason (for example, an issue with the reward provider), we will generally return the associated Caps to your balance or attempt to reissue the reward, at our discretion, and notify you of the outcome where possible.

7. Rejected Redemption

A redemption request may be rejected if it fails eligibility or verification checks, or is associated with suspected fraud or a violation of our Terms & Conditions. Caps held for a rejected redemption are returned to your balance unless the rejection is due to a confirmed policy violation.

8. Fraud Checks

All redemption requests are subject to fraud and abuse checks. A request may be delayed, held, or declined while it is reviewed. Redemptions determined to result from fraudulent or abusive activity will not be honored.

9. Expired / Removed Rewards

A reward may be removed from availability, or a specific offer may expire, at any time due to supply, provider changes, or other business reasons. If a reward you already redeemed for is affected before fulfillment, we will work with you on an alternative or a return of the associated Caps.

10. Reward Availability

Reward availability can vary by region, account history, and current supply. Displaying a reward in the App does not guarantee it will remain available at the time you attempt to redeem.

11. Caps Deduction

When you submit a redemption request, the required Caps are placed on hold or deducted from your available balance for the duration of processing. If the request is rejected or fails for a reason not attributable to a policy violation, the Caps are returned to your balance.

12. Reversal Policy

We may reverse a completed redemption, to the extent legally and technically possible, where we later determine it resulted from fraud, abuse, or a violation of our Terms & Conditions.