Last Updated: April 30, 2021
These Reward Program Supplemental Terms and Conditions (“Conditions”) are additional terms for the provision of various Offers and Rewards (as defined below), and formed pursuant to, the Platform Terms and Conditions (“Platform Terms”) between you, as the customer of an applicable Neo Service, (“Customer” and "you") and Neo Financial Technologies Inc. (“Neo”, "our", "us" and "we"). If the capitalized terms in these Conditions are not defined herein, then they have the meaning set out in the Platform Terms.
This Reward Program is operated by Neo, which is solely responsible for the Program. ATB Financial as the issuer of the Neo Financial Mastercard ("Neo Card") and Concentra Bank as the provider of the Neo Savings Account ("Neo Savings") have no responsibility for the Program. You agree therefore not to make any claims against ATB Financial or Concentra Bank for any matter connected in any way with the Program.
Offers and Rewards
From time to time, Neo and Neo, as an agent for one or more third-party participating merchants, may make certain offers (“Offers”) for various rewards, such as discounts or credits (“Rewards”) through the Neo Platform.
Customers with a valid Neo Card may be eligible to earn Rewards through the Neo Platform. Rewards offered by Merchants (“Merchant Rewards”) are earned according to the eligibility requirements, terms and conditions of Offers set by the Merchants. You acknowledge that any obligations regarding Merchant Rewards are between Merchant and you, and not Neo. Neo does not guarantee any Rewards provided by Merchants, and cannot be held liable for Merchant Rewards owed.
Rewards offered by Neo (“Neo Rewards”) are earned according to the eligibility requirements, terms and conditions of Offers set by Neo.
Rewards are tracked, and you can view your Rewards in the Neo Platform. Rewards may be subject to additional terms, conditions and restrictions of Offers that are set by us or participating Merchants. Subject to applicable law, such terms, conditions and restrictions may be updated, modified, suspended, or cancelled at any time without notice to you. Offers may not be made available to all users or in certain jurisdictions.
Descriptions of Offers and Rewards may include inaccuracies or typographical or other errors. You agree that neither Neo nor any Merchant will be responsible for such errors and that both Neo and the Merchant reserve the right to correct them when they are discovered. Neo and our Merchants reserve the right to cancel all transactions affected by such errors, refund all amounts paid and cancel all Rewards progress associated with such transactions without any liability.
You may choose to subscribe to a Neo Premium Rewards Package (“Premium Rewards Package”), where available. The costs to subscribe to, and the specific rewards and benefits of, the Premium Rewards Package are displayed in the Neo Platform and are subject to change from time to time.
Subscription costs for your Premium Rewards Package will be applied as a transaction to your cardholder account on the day you subscribe. If you choose to use funds from your Neo Rewards Account to fund your Neo Rewards Package, funds will be drawn from your Rewards Account on the day you subscribe.
Your subscription for a Premium Rewards Package is for an indeterminate term, subject to monthly subscription payments. Costs associated with the subscription will be drawn automatically from your Neo Rewards Account if there is sufficient balance, or will otherwise be applied as a transaction to your cardholder statement on the date of renewal.
You may subscribe, unsubscribe, or change your package at any point in time through the Neo Platform. Upgrades to your Premium Rewards Package will occur immediately, with any prorated credit for your previous package applied to reduce the purchase price of the new subscription package. Downgrades to your Premium Rewards package will take effect on the date of your monthly subscription payment.
You are only permitted to earn Rewards in connection with spending activity and other activity on the Neo Platform for non-commercial, personal and household purposes (“Qualifying Transactions”). You are not permitted to earn rewards in connection with spending for commercial purposes (e.g. in connection with a business). Neo maintains the right to review any transaction and to determine, in Neo’s absolute discretion, if certain transactions qualify for aReward.
Rewards are earned on the Canadian dollar equivalent of Qualifying Transactions that are made in currencies other than Canadian Dollars.
For Merchant Offers, the applicable Merchant will set the conditions of a Qualifying Transaction in any Offer, and Neo will determine eligibility based on those conditions, although the Merchant will have final decision on eligibility in its sole discretion. Neo does not control the Merchants and any decisions by the Merchant are only between you and the Merchant. Each Merchant is responsible for the terms and conditions of their Offers, and Neo only applies such terms and conditions. Neo will attempt to resolve any disputes regarding eligibility in its discretion, but the Merchants will make the ultimate decision regarding eligibility based on the conditions set by the Merchants for any Merchant Offers.
If you subscribe to a Premium Rewards Package that earns you cash back at non-participating Merchants, you will earn the cash back amount or percentage indicated within the Neo Platform for the rewards package you have selected on all purchase transactions occurring at non-participating Merchants. You will not earn cash back on the following:
purchase transactions at Merchants viewable within the Neo Platform, including purchases at Merchants below any Qualifying Transaction amounts;
charges processed, billed or pre-paid prior to your enrollment in the Premium Rewards Package;
fees charged by Neo on either your Neo Card or your Neo Savings, including fees associated with enrollment into a Premium Rewards Package;
cash equivalent transactions, whether or not they appear as purchases on your Neo Card; and
any other transaction we tell you is excluded from earning cash back from time to time.
If we award cash back for a transaction in one of these listed categories, we will be entitled to reverse the cash back operation. If you receive cash back in error and then take steps to repeat the transaction type we may, at our discretion, consider that to be abuse related to the Reward Program and may cancel your participation in the Program and reverse the cash back.
Once you have created your Neo Account you may review Offers from Merchants and Neo.
Offer redemption occurs following a transaction or event that meets the conditions of the Offer. Offer redemption may occur upon authorization of the transaction, but will be rescinded if the transaction does not settle or is reversed. Offers may be removed from the Neo Platform without notice. Offers may expire. Partial progress towards an Offer does not constitute a guarantee that the Reward can be redeemed.
You agree that both Neo and the Merchant will have no liability to you for transactions that are not confirmed, are cancelled or reversed, or that the Merchant has been unable or unwilling to fulfill.
In the event of a Qualifying Transaction being completely or partially refunded after an Offer has been redeemed, in our sole discretion we may:
verify that transactions after partial refunds still qualify for Rewards; or
reverse all or a portion of the Reward.
Should all or a portion of the Reward be reversed, your Neo Card will be charged for the reversed Reward.
Merchant Offers, Actions and Omissions
The legal contract for the awarding and fulfilment of Merchant Rewards is between the Customer and the Merchant. We have no control over the actions or omissions of any Merchant. Without limiting the generality of the foregoing, you acknowledge and accept the following in connection with any Merchant Offers or their Rewards:
we do not represent or warrant that the goods or services received from any Merchant as Rewards will be of satisfactory quality or suitable for your purpose and we disclaim any such warranties or conditions; and
we encourage all Merchants to accept all Offer redemptions and to communicate any rejection promptly, and we will notify you as soon as reasonably practicable if a Merchant rejects your Offer redemption. However, we do not guarantee that Merchants will accept all Offer redemptions, and Merchants have the discretion to reject redemptions at any time for any reason.
The foregoing disclaimers do not affect Customer’s statutory rights against any Merchant.
Price and Payment
In connection with the redemption of any Offer:
Any price listed on the Neo Platform is in Canadian dollars.
Payment must be made with a Neo credit card.
Prices of the Merchant’s goods and services in the Merchant’s physical location are controlled at the sole discretion of the Merchant.
Prices and any other fees are subject to change at any time at Neo’s or the Merchant’s discretion.
Neo may cancel your participation in any Offer at any time with immediate effect and without written notice, for any reason and in Neo’s sole discretion, including in instances where Neo believes that you have: (i) acted in a manner inconsistent with applicable laws or regulations; (ii) failed to pay Neo or its Merchants amounts due; (iii) acted in an inappropriate, fraudulent or abusive manner; or (iv) breached or violated any of these Conditions or other terms and conditions for use of the Neo Platform, or Neo’s other applications, products, or services. Nothing contained in these Conditions will limit Neo in the exercise of any legal or equitable rights or remedies.
Merchants may cancel their participation in an Offer at any time and without notice. Neo will not be held liable for any progress earned towards Rewards at Merchants that have been removed from the Reward Program for any reason. Any disputes with Merchants relating to any earned progress must be resolved with the Merchant, and you agree that you have no claim against Neo in connection with any Merchant Offers or Merchant Rewards.
Modification/Termination of Offers
Neo may change or terminate an Offer or any associated Rewards and benefits at any time, for any reason and without notice. Neo may make changes that affect, without limitation, processes, benefits, levels, rules for earning and redeeming Rewards, Reward and redemption levels, rules for the use of Rewards, availability of Rewards, Reward types, availability of offers, and participation in the Offer. At Neo’s sole discretion, Neo may choose to substitute a similar Offer at any time immediately. You may not accumulate or redeem Rewards or any other benefits after the termination of an Offer. Subject to the terms of any Offer and applicable law, if the Offer is terminated, upon termination, all unredeemed Rewards will be forfeited without any obligation or liability, and Reward claims will no longer be honored. All Offers, Rewards and services are subject to availability and may be changed at any time without notice. By accepting Offers, Rewards and services, each user acknowledges that he or she is responsible for determining whether he or she is eligible to receive the Rewards or services under applicable laws, gift policies, and incentive policies. At any time and in Neo’s sole discretion (including where a user was not eligible to earn certain Rewards according to these Conditions), Neo may correct the amount of Rewards shown as credited to a user’s account.
Rewards may not be applied to any amount paid in taxes or to the purchase of alcohol, tobacco, cannabis, and other items as determined from time to time by us or as required by law.
Rewards may have a specific dollar amount, may provide a percentage-based discount, or may have other effects (such as making a charitable donation). The particular terms of a Reward, for example, the amount of any dollar or percentage discount, number of times the Reward can be used, expiry date, location Reward can be redeemed and any other rules that may apply are described in the information accompanying or in conjunction with the Offer.
Rewards earned based on a percentage-based discount are determined and rounded to the nearest two decimal places according to bankers’ standard rounding methodology.
Rewards must be used in conjunction with a Neo Card.
Rewards must be applied no later than the deadline specified on the Reward and will expire if not applied by this time. If the Reward provides a discount on a purchase, an amount determined by the terms of the Offer will be credited after the purchase has been authorized and settled.
The right to use a Reward is personal to the original recipient and may not be transferred. No Reward may be copied, reproduced, distributed, or published directly or indirectly in any form or by any means for use by an entity other than the original recipient. For greater certainty, Rewards distributed or circulated without our written approval, for example on an Internet message board or on a “bargains” website, are not valid for use and may be refused or canceled.
Rewards may not be used in conjunction with other vouchers or any other discounts or promotions provided or advertised from time to time unless otherwise stated.
Rewards may not be exchanged, redeemed, or refunded for cash, and may not be transferred or assigned.
Neither Neo nor Merchants will be liable to you, any Customer or household for any loss or claim arising out of the refusal, rejection, cancellation or withdrawal of any Offer or any failure or inability of a Customer or household to redeem or use a Reward for any reason.
For greater certainty, we reserve the right, at any time and in our sole discretion, to add to or amend these Conditions in relation to the use of Rewards or to vary or terminate the operation of a Reward at any time without notice.
Rewards earned through the Neo Platform are held as a separate balance within your Neo Account. You may choose to apply Neo Rewards as statement credits on your Neo Cardholder statement, or to purchase items available through the Neo Store.
You can redeem Neo Rewards as statement credits against eligible purchase charges to your card. Where Neo Rewards are used as a statement credit, they are not considered a payment towards the balance appearing on your statement. You must still make a separate payment of at least the minimum payment due.
You can redeem Neo Rewards for items available through the Neo Store, such as merchandise, gift cards, and experiences. Redemption for items may come with additional terms and conditions that will be available at redemption. Once delivered, Neo is not responsible for loss, theft, or expiry of that reward. Once you redeem Neo Rewards for merchandise, gift cards or experiences, they are not refundable, replaceable, or redeemable for cash or credit.
Your Rewards Account does not earn interest and cannot be withdrawn except through Statement Credits or use of funds for purchase of items from the Neo Store.
We suggest that you use your Rewards Account balance before you cancel your Neo Account. If you decide to cancel your account, you will lose your Rewards Account balance. Subject to the terms of this agreement, if we cancel your Neo Account for any reason, all balances within the Rewards Account will be lost.
There may be tax implications associated with your participation in the Reward Program. You are solely responsible for determining and fulfilling your tax obligations.
Individuals who are residents of Canada, new Neo customers, and who apply and are approved for a new Neo Card (a “Referred User”) may be eligible to be referred under a Neo, Customer or Merchant referral program (a “Referral Program”).
Neo reserves the right, at its sole discretion, to deny a Referred User access to a Neo Card for any reasons including, but not limited to, suspected fraud, inadequate credit history, previously issued Neo Card or failure to meet the eligibility criteria for the product.
A referral credit (“Referral Credit”) in the amount we determine from time to time may be earned by a Referred User or a Customer once all conditions associated with a referral under a Referral Program as displayed in the Neo Platform (“Referral Conditions”) have been met. Referral Credits will be applied automatically into the applicable Rewards Account once the Referral Conditions are met. The amount of Referral Credits earned and redeemed are subject to change at any time at Neo’s sole discretion.
Customers may be permitted by Neo to voluntarily participate in a Referral Program by being assigned a unique website link associated with your Neo Account (“Referral Code”) which you use to invite and refer eligible friends or family to open a Neo Card and become a Referred User. You represent and warrant that you have the consent of your eligible friends or family to refer them to Neo.
Your Referral Code may only be used for personal and non-commercial purposes. You may share your link via social media or email where you are the primary content owner. You are not allowed to misrepresent your relationship with Neo or with the Neo Services to any third parties, and you will not make any warranty or representation on behalf of Neo.
Neo reserves the right, at any time in our sole discretion, to: (i) deactivate a Customer or a Referred User’s account and revoke or adjust the Referral Credits of any account holder who Neo finds or believes to be earning or using Referral Credits contrary to these Conditions, or who is otherwise manipulating or abusing the Neo Services or the Neo Platform; and (ii) add to, amend or cancel the Referral Conditions, a Referral Program or these Conditions in relation to a Referral Program.
From time to time, Neo may run contests or competitions (“Contests”). Those Contests will be subject to these Conditions, as well as rules specific to each Contest (“Contest Rules”).
In general, Contests for Canadian users will be open to individual residents of Canada over the age of majority in the province or territory in which they reside, with the exception of:
employees, representatives and agents (and persons with whom they are domiciled, whether related or not) of Neo, its advertising and promotion agencies; and
residents of Quebec, unless specified in the Contest Rules.
The Contest Rules may specify other eligibility rules.
For greater certainty, subject to applicable law, we reserve the right, at any time and in our sole discretion, to withdraw any Contest, to add to or amend terms and conditions (including these Conditions) in relation to any Contest or to vary or terminate the operation of a Contest at anytime without notice.
Customer Care and Third Party Relationship Between Customers and Merchants
Neo may offer Customer care in respect of issues relating to the Merchant Rewards. If you have any problems, questions or suggestions with respect to the Neo Platform, please contact Neo’s Customer care team (and not the Merchant) via the Neo App, chat, email or phone at the contact information provided on the Neo Platform.
The legal contract for the purchase of goods and services in connection with any MerchantRewards will in all cases be between the Customer and the Merchant. You irrevocably appoint and authorize us to act as your sole and exclusive agent for the purpose of concluding contracts for Rewards associated with the sale of goods or services between you and the Merchant by means of you redeeming Rewards via the Neo Platform. We may act as agent for the Customer and the Merchant for the legal contract for the Rewards associated with the purchase and sale of the Goods or Services. YOU ACKNOWLEDGE AND AGREE THAT NO MEMBER OF NEO HAS ANY CONTROL OVER THE QUALITY OF THE GOODS OR SERVICES OFFERED BY MERCHANTS AND THAT NO MEMBERS OF NEO WILL HAVE LIABILITY TO YOU FOR ANY PROBLEMS CAUSED BY THE MERCHANT CONCERNING YOUR ORDERS, INCLUDING, WITHOUT LIMITATION, ANY PROBLEMS WITH RESPECT TO THE QUALITY OF THE GOODS OR SERVICES.
Alcohol and Cannabis
If you redeem Rewards for alcohol or cannabis, you warrant that you are of legal age to purchase and consume alcohol or cannabis, as the case may be, in the area in which the alcohol or cannabis is delivered and that you are not ordering alcohol or cannabis for any person below the legal age in the applicable jurisdiction. You acknowledge and agree that Merchants may require valid government-issued photo identification and that the recipient must not be or appear intoxicated when redeeming Rewards. If you are unable to meet these conditions to the satisfaction of the Merchant then alcohol or cannabis products may be withheld, and any refund for such withholding is at the discretion of the Merchant or Neo. For greater certainty, alcohol or cannabis Rewards may be subject to time, location and other restrictions.
Changes to Reward Program Supplemental Terms and Conditions
Subject to applicable law, we may change any one of these Conditions (including, without limitation, Clauses 1 through 17) at any time by giving you prior written notice in electronic form or in other ways at least 30 days prior to the coming into force of the change. The notice will set out the new clause, or the amended clause and the clause as it read formerly, the date of the coming into force of the change. If you are a residents of Quebec and you wish to refuse a change that entails an increase in your obligations or a reduction in ours, you may cancel your subscription to a Premium Rewards Package without cost, penalty or cancellation indemnity by sending us a notice to that effect no later than 30 days after the change comes into force. If you are a resident of another province or territory and the proposed change is to your advantage, we can make it immediately and tell you about it later.