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.
Manual Redemption Requests Discontinued
Effective from 1 June 2026, Staffora no longer accepts, reviews, quotes, processes, fulfils, or escalates manual redemption requests through this form or any Staffora customer support channel.
Manual redemption has been permanently withdrawn and is not available under any fare type, membership tier, promotional programme, operational framework, partner offer, custom denomination request, or support-assisted process.
Members must use the official Staffora redemption platform for all available redemptions. Products, benefits, gift cards, services, currencies, denominations, and prices that are not available on the official platform cannot be requested manually.
Manual redemption is not possible.
Because manual redemption requests are closed from 1 June 2026, the fields in this category have been disabled and cannot be typed into. The submit button is also disabled while this category is selected.
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.
