Support responses for general enquiries may take up to 5 working days, depending on enquiry volume and the nature of the request.
Support responses for account support enquiries may take up to 5 working days, depending on enquiry volume and the checks required.
Under the current manual redemption framework:
- A rack rate of 32,500 points per USD 5 equivalent, equal to 6,500 points per USD equivalent, applies.
- A Service Charge (SVC) of 5% applies to all manual redemption requests.
- Manual redemption requests are available only for products currently listed on the official Staffora redemption platform.
- Please note that all manual redemption requests are processed under the Standard Fare operational framework. Processing and fulfilment times may vary depending on the requested product and applicable operational requirements.
Support responses for manual redemption requests may take up to 5 working days, depending on enquiry volume, product availability, and verification requirements.
Cancellation Claims
These compensation levels apply only to eligible involuntary cancellations. Examples may include operational fulfilment failures, supplier unavailability, inventory shortages, processing failures, or other cancellations initiated by Staffora or its fulfilment partners. These compensation levels do not apply where the cancellation was requested by the member or where the cancellation occurred as a result of circumstances outside the applicable compensation framework.
25% or more elapsed — 15% compensation
50% or more elapsed — 35% compensation
75% or more elapsed — 55% compensation
Delay Claims
These compensation levels apply only to eligible involuntary delays caused by operational processing issues. They do not apply where the delay results from incomplete information, member action, payment issues, verification failure, or circumstances outside the eligible compensation framework.
More than 48 hours delayed — 15% compensation
More than 72 hours delayed — 25% compensation
96 hours or more delayed — 45% compensation
Important Information
Any voluntary order modification, denomination adjustment, product substitution, account amendment, or member-requested change shall immediately reset the applicable fulfilment timeframe and delay calculation from the moment such modification is processed within the system.
Compensation is calculated using the original base redemption price only and excludes any taxes, fees, charges, foreign exchange adjustments, promotional bonuses, or ancillary costs.
Important:
If your order was involuntarily cancelled, please submit or complete the applicable refund request before proceeding with a compensation claim. Compensation claims may not be reviewed until the refund process has been completed.
If your order is experiencing an involuntary delay, please wait until the order has been fulfilled, cancelled, or otherwise completed before proceeding with a compensation claim. Compensation claims may not be reviewed until the order process has been completed.
Compensation Claim reviews may take up to 30 working days depending on claim complexity, verification requirements, fulfilment records, supplier information, and operational review requirements.
Estimated compensation: 0%
Refund requests are generally processed within 24 hours after submission. Additional time may be required where verification, supplier confirmation, fraud prevention checks, or other operational reviews are necessary.
Refund Request Information
As of 1 June 2026, in the case of an involuntary cancellation, online refunds are not available. Please complete this form and, after verification by our team, the refund will be processed within 24 hours. If your order was not cancelled, you may still submit a refund request; however, the request will be assessed under the applicable fare conditions. If your refund relates to an involuntary cancellation and you are eligible for a compensation claim after submitting the refund request, please return to this form and submit a Compensation Claim separately. Please note that transaction fees are not refundable, whether the request is involuntary or voluntary.
