Cashback and withdrawal policy

1. (a)
   use it only for a reason set out in this policy, and never simply because we choose to;
2. (b)
   act in proportion to the problem, affecting only the cashback, withdrawal or feature concerned where we can;
3. (c)
   tell you what we are doing and why, unless the law stops us (see paragraph 8.8);
4. (d)
   tell you what we need from you, if anything, to put things right;
5. (e)
   give you a way to challenge the decision (see section 19); and
6. (f)
   never charge you a fee for a withdrawal, a check, a hold or a review.

1. (a)
   any amount on hold under section 8;
2. (b)
   any negative balance on your account (section 9); and
3. (c)
   any amount we are legally required to freeze, for example under a court order or sanctions law.

1. (a)
   where your bank holds incoming payments for its own checks;
2. (b)
   during Faster Payments or banking outages;
3. (c)
   where a check under sections 6 to 8 applies; or
4. (d)
   where a withdrawal is flagged for manual review.

1. (a)
   for all members, with at least 30 days’ notice (section 16); or
2. (b)
   for your account alone, where one of the reasons in paragraph 8.2 applies, and with notice as set out in section 8.

1. (a)
   is held in your own name, alone or jointly with others;
2. (b)
   can receive Faster Payments in pounds sterling; and
3. (c)
   is a personal account, not an account in the name of a business, a trust or anyone else.

1. (a)
   Where the names match, you can use the account.
2. (b)
   Where they do not match, you cannot use the account until you have shown us that it is yours, for example with a bank statement or identity verification.
3. (c)
   Where they nearly match, for example because of a married name or a shortened name, we will tell you and help you resolve it.

1. (a)
   when you add a payout account for the first time, you can withdraw straight away once the name check passes;
2. (b)
   when you change your payout account, or add a second one, withdrawals to the new account are paused for 72 hours; and
3. (c)
   we will tell you about any change on your mobile number, and by email if we hold one, so that you can stop it if it was not you.

1. (a)
   confirm that you control your registered mobile number;
2. (b)
   check that the name on your payout account matches your earnr profile (paragraph 6.2); and
3. (c)
   screen your name and date of birth against the UK sanctions list (section 8).

Where the checks in (a) to (c) are clear, you do not need to upload any documents at this stage.

1. (a)
   before your total withdrawals over the life of your account would exceed £250;
2. (b)
   where a trigger in paragraph 8.2 applies; or
3. (c)
   where the checks in paragraph 7.2 cannot be completed.

Full verification is carried out through our identity verification provider. It usually means photographing a valid photo ID (a passport, UK driving licence or national identity card) and taking a live selfie. Sometimes we may also ask for proof of address.

1. (a)
   a trigger in paragraph 8.2 applies;
2. (b)
   your profile details have changed;
3. (c)
   your earlier verification has expired under our provider’s standards; or
4. (d)
   the law requires it.

1. (a)
   Fraud concerns: we reasonably suspect that a purchase, a referral, a withdrawal or the account itself involves fraud, the abuse described in section 11, or someone other than you.
2. (b)
   Financial crime concerns: a transaction or pattern of activity reasonably suggests money laundering or other financial crime, or we are asked about your account by the police or another authority with legal power to ask.
3. (c)
   Sanctions screening: your details produce a possible match against a sanctions list and we need to rule it out.
4. (d)
   Security events: any of the following, where we need to confirm it is really you:

   • a sign-in from a new device followed by a withdrawal or a change to your payout account;
   • a change to your registered mobile number;
   • a signal from your mobile network that your SIM has recently been swapped or moved to another network;
   • repeated failed sign-in attempts; or
   • a report from you that your phone has been lost or stolen.
5. (e)
   Payout account checks: a check under section 6 has not passed or is still in progress, or the 72-hour cooling-off period in paragraph 6.5 applies.
6. (f)
   Identity checks: we have asked for verification under section 7 and it is not complete.
7. (g)
   A reversal is likely: a retailer or network has told us that cashback is under dispute or is likely to be reversed. In that case we hold only the amount affected.
8. (h)
   Legal requirements: a court order, a legal obligation or a request from a regulator or law enforcement body requires us to freeze funds.
9. (i)
   Technical faults: a technical fault means we cannot be confident your balance is correct. In that case we will lift the hold as soon as the fault is fixed.

1. (a)
   that a hold is in place and how much it covers;
2. (b)
   the general reason, from the list in paragraph 8.2;
3. (c)
   anything we need from you; and
4. (d)
   when we expect to finish.

1. (a)
   We aim to resolve most holds within 5 business days.
2. (b)
   For a security event under paragraph 8.2(d), the hold is usually 72 hours, and 7 days after a change of mobile number or a SIM-swap signal. It ends sooner if you complete full identity verification.
3. (c)
   No hold will last longer than 30 days from when it started, except in the three situations in paragraph 8.6.
4. (d)
   If we need longer than 5 business days, we will tell you and give you an updated date.

1. (a)
   we are waiting for information or documents we have asked you for (the 30 days is paused until you provide them);
2. (b)
   the law, a court order, sanctions rules or a law enforcement request requires the funds to stay frozen (the hold lasts only as long as that requirement); or
3. (c)
   you have agreed to a longer period.

1. (a)
   release the cashback so you can withdraw it; or
2. (b)
   tell you in writing that we are reversing or refusing to pay some or all of it, with our reasons, under section 9 or 11, and how to challenge that decision.

1. (a)
   you return or cancel the purchase, or receive a full or partial refund;
2. (b)
   the purchase is charged back through your card provider or reversed by your bank;
3. (c)
   the retailer, cashback provider or network declines or reverses the commission, for example because the order did not meet the offer conditions or the payment failed;
4. (d)
   the purchase was not eligible under the offer terms shown in the app at the time;
5. (e)
   the cashback resulted from the abuse described in section 11; or
6. (f)
   the cashback was credited in error (section 10).

1. (a)
   If a reversal happens while the cashback is pending or available, we simply remove it from your balance.
2. (b)
   If a reversal happens after you have withdrawn the cashback, the amount is taken off your balance. This may make your balance negative.

1. (a)
   we will first recover it from new cashback as it becomes available, which is called netting;
2. (b)
   we will not charge interest, fees or penalties on a negative balance;
3. (c)
   we cannot, and will not, take money from your bank account, because our bank connection is read-only;
4. (d)
   if the balance is still negative after 90 days and you have no pending cashback to cover it, we may ask you to repay it, giving you at least 30 days to do so and a reasonable instalment arrangement if you ask for one; and
5. (e)
   we will not pass a negative balance of less than £25 to a debt collector or take court action over it, unless it arose from fraud or the abuse described in section 11.

1. (a)
   a duplicate credit;
2. (b)
   the wrong rate;
3. (c)
   a purchase matched to the wrong retailer; or
4. (d)
   an amount meant for another member.

If you have already withdrawn the amount, paragraph 9.4 applies, and you must repay it. We will not treat an honest mistake of ours as abuse on your part.

1. (a)
   Our mistake. If we send a withdrawal to the wrong account through our own mistake, we will re-send it to your correct account without waiting to recover the misdirected payment.
2. (b)
   Wrong details you gave us. If the payment went to the wrong account because of details you gave us, and a Confirmation of Payee check had warned against them, we will help you try to recover the payment through the banking industry’s recovery process. We cannot guarantee it will be recovered.

1. (a)
   More than one account: opening or controlling more than one earnr account, or using someone else’s identity, phone number or bank account to open one.
2. (b)
   Self-referral and referral rings: referring yourself or your own other accounts, referring people who do not exist or do not know they have been referred, or taking part in groups that swap or trade referrals or pay people to join (see also section 12).
3. (c)
   Buy-and-return: making purchases in order to earn cashback and then returning or cancelling them. This does not stop you returning something you genuinely did not want. Ordinary returns simply reverse the cashback.
4. (d)
   Automation: using bots, scripts, automated purchasing or any tool that creates, or interferes with, transactions, referrals, sign-ins or withdrawals.
5. (e)
   Hiding your location or identity: using a VPN, emulator, location spoofing or similar tools to get round our eligibility rules, such as the UK-only requirement, or our security checks. Using a VPN for ordinary privacy is not, on its own, abuse.
6. (f)
   Misusing discount codes: sharing or publishing codes that were issued to you alone, reselling codes, or using codes against the retailer’s terms.
7. (g)
   Collusion: working with a retailer’s staff, another member or anyone else to create purchases, commissions or refunds that are not genuine.
8. (h)
   Account takeover or false information: accessing another person’s account, giving false information, or using a payout account that is not yours.
9. (i)
   Exploiting errors: knowingly taking advantage of a technical fault, a pricing error or a mistaken credit.

1. (a)
   reverse the cashback, referral rewards or promotional credit that resulted from the abuse;
2. (b)
   remove access to referrals, promotions or discount codes;
3. (c)
   apply lower withdrawal limits or extra checks to your account; and
4. (d)
   for serious or repeated abuse, or fraud, close your account under section 14.

1. (a)
   we need to set it off against an amount you owe us under section 9 or 10; or
2. (b)
   the law requires us to keep it frozen.

1. (a)
   what we believe happened;
2. (b)
   the evidence in general terms, as far as paragraph 8.8 allows;
3. (c)
   what we intend to do; and
4. (d)
   that you have 14 days to respond.

We will consider your response before we decide. Where we need to act at once to prevent loss, we may place a hold under section 8 first, and give you the same chance to respond afterwards.

1. (a)
   you earn a referral reward only when the person you refer:

   1. (i)
      is new to earnr;
   2. (ii)
      joins using your personal link or code;
   3. (iii)
      switches cashback on and connects a bank account; and
   4. (iv)
      earns at least £10 of available cashback within 90 days of joining;
2. (b)
   the person you refer must pass our checks in their own right;
3. (c)
   you can earn up to 20 referral rewards in any 12 months;
4. (d)
   you may share your link only with people you know, or in places where sharing is allowed. You must not spam people, send bulk or unsolicited messages, or say anything misleading about earnr; and
5. (e)
   referral rewards count towards the limits and checks in sections 5 and 7.

1. (a)
   you sign in;
2. (b)
   you make a withdrawal;
3. (c)
   you earn new cashback; or
4. (d)
   you contact us or Earni.

1. (a)
   your available balance; and
2. (b)
   how to keep your account active, which you can do simply by signing in.

1. (a)
   No lost cashback. Your available cashback does not expire and is not forfeited because your account is dormant.
2. (b)
   Payout to your verified account. If you have a payout account that we have verified and that passes a fresh name check, we will pay your available cashback into it, whatever the amount, and tell you.
3. (c)
   No verified payout account. If we cannot pay it, the balance stays recorded against your name, and you can ask us for it by contacting us for at least six years after the account became dormant.
4. (d)
   No dormancy fees. We do not charge fees on dormant accounts.

1. (a)
   Available cashback. We will pay out all your available cashback, whatever the amount, to your verified payout account, once any checks already under way are finished.
2. (b)
   Pending cashback. Pending cashback keeps going through confirmation for up to 120 days after you close. Anything confirmed in that time is paid to your verified payout account without you needing to ask. Anything still pending after 120 days lapses, and we will tell you before that happens. If it is confirmed after that, you can still ask us for it within six years.
3. (c)
   Promotional credit. Promotional credit whose conditions have not been met when you close lapses.
4. (d)
   Negative balance. A negative balance does not disappear when you close your account. Paragraph 9.4 continues to apply.

1. (a)
   With 60 days’ notice, for any valid reason. Examples include earnr no longer being available in your circumstances or us stopping the scheme (section 16). We will pay you in the same way as paragraph 14.1, except that promotional credit which you are part-way through earning will be honoured under paragraph 12.5.
2. (b)
   With 14 days’ notice, for a breach. This applies where you have seriously or repeatedly broken the Terms of Business or this policy, other than through fraud. We will still pay your available and later-confirmed cashback, apart from cashback that results from the breach.
3. (c)
   Immediately, for fraud or a legal requirement. This applies where we reasonably conclude, after a review under section 11, that you have committed fraud, or where the law requires it. In that case:

   1. (i)
      we will reverse the cashback that resulted from the fraud;
   2. (ii)
      we will pay any remaining available cashback that you earned genuinely, less any amount you owe us, unless the law prevents us from paying it or we have reported the matter to the authorities and they have asked us not to; and
   3. (iii)
      we will tell you the reason and how to challenge it, as far as paragraph 8.8 allows.

1. (a)
   a copy of the death certificate; and
2. (b)
   for balances over £500, a grant of probate, letters of administration or confirmation (in Scotland).

For balances of £500 or less, we will accept reasonable evidence of entitlement instead of a grant. Pending cashback will continue to be confirmed for 120 days, as in paragraph 14.1(b). We will close the account and stop any messages once we are told of the death.

1. (a)
   an attorney under a registered lasting or enduring power of attorney;
2. (b)
   a deputy appointed by the Court of Protection; or
3. (c)
   the equivalent in Scotland or Northern Ireland.

We may pay cashback to an account in the member’s name that the person acting for them controls.

1. (a)
   to reflect changes in law or regulation, or guidance from a regulator;
2. (b)
   to respond to new fraud risks;
3. (c)
   to reflect changes in how retailers, networks or payment providers work with us; or
4. (d)
   to improve or add features.

1. (a)
   For changes that are not to your disadvantage, we may make them straight away and will tell you.
2. (b)
   For changes that are to your disadvantage, such as lower limits or longer holding periods, we will give you at least 30 days’ notice in the app and by message. Where a change is needed urgently to deal with a security threat or a legal requirement, we may make it sooner. If we do, we will tell you as soon as possible and explain why.
3. (c)
   If you do not accept a change, you can close your account before it takes effect, and we will pay you out under paragraph 14.1 on the current terms.
4. (d)
   A change never removes cashback that was already available before it took effect.

1. (a)
   we will give at least 60 days’ notice;
2. (b)
   purchases made before the end date will still earn cashback under the existing offers;
3. (c)
   all available cashback, and pending cashback confirmed within 6 months of the end date, will be paid to your verified payout account without you needing to ask; and
4. (d)
   we will contact members who have no verified payout account, and hold their balances for them for at least six years.

1. (a)
   is not a bank deposit, and is not protected by the Financial Services Compensation Scheme;
2. (b)
   is not electronic money, and we are not an electronic money institution or a payment institution; and
3. (c)
   is not held in a separate or safeguarded account, or on trust for you.

1. (a)
   A member of our team who was not involved in the original decision will look at it again.
2. (b)
   We will reply within 10 business days. If we cannot, we will tell you why and when we will reply.

1. (a)
   We will acknowledge it within 5 business days.
2. (b)
   We will send a final response within 8 weeks at most, and we aim to do so within 15 business days.

1. (a)
   refer it to a certified alternative dispute resolution (ADR) provider, which we will name before withdrawals launch; or
2. (b)
   take it to court. For most disputes about cashback, that means the county court’s procedure for lower-value cases (or the simple procedure in Scotland).

Using ADR does not affect your right to go to court.