Reward Cancellation and Replacement Policy

We understand errors happen. We provide the ability to cancel and/or replace Tango Choice Rewards (“Reward”) in limited circumstances. 

 1. Key Principles of Our Policy

• Customers may never redeem a Reward for themselves, even though they paid for it. Tango Reward products must be used in support of a Customer’s incentive program. 
• A Customer may never redirect a sent Reward from the original intended recipient to a new recipient. 
• If Tango has made an error in delivering an incorrect Reward or in delivering a Reward to the incorrect recipient, we will remedy that error at no cost to the Customer or the recipient.

2. Cancellation and Replacement of Rewards

For the limited reasons described below, Tango will allow for the cancellation of Eligible  Rewards. Rewards are Eligible if they meet the criteria set forth below. Cancellation is not guaranteed and Tango disclaims any liability should a cancellation be unable to be completed as a result of technical issues, even if the Reward was otherwise Eligible. In some circumstances, the cancellation and/or replacement of a Reward will require the payment of a Service Fee. Rewards sent via API integration may be canceled via the Tango Platform or through Tango support in accordance with the below. 

2.1. Eligible Rewards  

Rewards must meet the following criteria to be Eligible Rewards for cancellation or replacement:

• Only Tango Choice products. No direct merchant or retail branded rewards
• Only Rewards that are wholly unredeemed. If any portion of a Reward has been redeemed, no portion of that Reward may be canceled or replaced. 

2.2. Cancellation Reasons

Eligible Rewards may be canceled if: 

• The wrong email address was used for a recipient. 
• A Reward was sent for the incorrect amount or the incorrect currency. 
• A recipient has not fulfilled their obligation to receive a Reward.  
• A Reward was issued as a result of fraud. 

2.3. Replacement Reasons

Eligible Rewards may be replaced if:

• A Reward is defective. 
• The wrong email address was used for a Recipient. 
• A Reward was sent for the incorrect amount or the incorrect currency. 

2.4. Self Cancellation

A Customer may cancel, freeze, or cancel and reissue wholly unredeemed Tango Choice Rewards for the reasons set forth above within five (5) days of Reward issuance at no charge through the Tango Platform. After five (5) days, all cancellation requests must be made through Tango support and may be subject to a Service Fee. Rewards sent via API integration may only be canceled by logging into the Tango Platform or via Tango support. 

3. Service Fees

• For all cancellations completed through Tango support, there is a restocking fee of 25% of the canceled Reward value. 
• For canceled Rewards, the fees are deducted from the total canceled Reward amount. The remainder is then returned to the Customer’s Tango account.
• For replacement or reissued Rewards, the fees will be deducted from the Customer’s Tango Account.

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Additional Information:

Please visit our help articles for more information on how to cancel, freeze, or cancel and reissue a reward.