Adjustments and Disputes Policy – Cash Back Deals

This Adjustments and Disputes Policy supplements the terms of the Shopping by RBC, Avion Rewards and Avion Rewards Shopping services offered by Royal Bank of Canada. It is intended to explain how cash back is calculated for Cash Back Deals and how to submit a claim if you suspect the amount of cash back is incorrect.

Calculating Cash Back

100% of the cash back payment we receive from the merchant is provided directly to you.

From time to time, you may receive less cash back than you were expecting for a particular offer. See below for a list of explanations as to why this may have occurred.

• Transaction occurred in a foreign currency, in which case the amount may differ due to foreign exchange fees or fluctuations in the foreign exchange rate.
• Merchant (or the affiliate network the merchant is part of) funds offers based on a foreign currency, in which case the amount is converted to such foreign currency before calculating the cash back payment, which may result in a lower (or higher) amount.
• The items purchased were subject to a lower cash back rate (as disclosed in the offer terms).

There may also be instances when you do not receive the cash back amount you were expecting to receive. See below for a list of explanations as to why this may have occurred.

• The offer was not loaded before making an eligible purchase.
• You loaded another offer from the same merchant or through an alternate offers program and the offers cannot be combined.
• The merchant revoked the offer before the purchase was made.
• The items purchased were excluded from the offer (as disclosed in the offer terms).

Submitting a Claim

If you suspect the cash back amount is incorrect or if you completed an eligible transaction after loading an offer and the cash back did not appear in your account, you have 45 days from the end of the applicable holding period to submit a claim. You can contact us at 1-800-769-2511 to submit a claim.

Please be prepared to provide the necessary details for us to investigate the claim including your proof of purchase, order ID or transaction ID, date, items purchased, total sale amount and purchaser name; as well as any cash back received (if applicable) and other offers or promotions utilized.

Claim Limits

The maximum amount payable for an individual claim is $10 CAD. We will pay a maximum of three (3) claims per person per calendar year.

Decision is Final

We will decide, in our sole discretion, whether a transaction was eligible for cash back. Our decision will be final. If you disagree with our decision, your sole remedy is to disable your profile and terminate your use of Shopping by RBC, Avion Rewards and/or Avion Rewards Shopping.