This policy covers fees charged by Retains for use of the platform. It does not cover individual gift cards or store credit issued by a brand using Retains — those are governed by that brand’s own policy.
1. No Refunds
All fees charged by Retains — including the one-time setup fee and the per-card issuance fee — are final and non-refundable. By using the platform and incurring these fees, you agree that no refund, credit, or reversal will be issued once a fee has been charged.
2. Billing Errors
The only exception to the above is a genuine billing error — for example, a duplicate charge, or a charge for a card that was never actually issued. If you believe you’ve been charged in error, contact us within 15 days of the invoice date and we will investigate and correct any confirmed error.
3. How to Reach Us
Questions about a charge on your invoice? Reach out via our Contact page with your brand name and invoice details. We aim to respond within 2 business days.