ShopBack Financial Services Singapore Pte. Ltd. holds a Major Payment Institution licence issued by the Monetary Authority of Singapore for account issuance service, domestic money transfer service and merchant acquisition services.
1. ShopBack Pay - the Services
1.1. Under these terms and conditions (“Terms and Conditions”), ShopBack Financial Services Singapore Pte. Ltd. (“ShopBack”) will grant you access to and use of the ShopBack Platforms, which will give you, among others, the ability to purchase products from our merchant partners and make payment for such purchases via, among others, a Quick‑Response (“QR”) code (“ShopBack Pay”).
2. Eligibility
2.1. In order to be eligible to use ShopBack Pay, you must:
(a) be a natural person and not a company, partnership or other commercial or non‑commercial entity;
(b) be at least 18 years old at the time of any order submitted by you;
(c) have a valid email address;
(d) have a mobile telephone number issued by a Singaporean telecommunications carrier;
(e) have a billing address and shipping address located in Singapore; and
(f) own a valid credit or debit card which you can use to make payments on the ShopBack Platforms.
2.2. Your eligibility is assessed and determined upon each order you submit, and ShopBack reserves the right to deny, suspend or terminate the provision of the Payment Service in the event you fail to meet the eligibility requirements set out in clause 2.1 at any time, and you shall have no right of recourse or appeal against such decision.
3. Consumer Status Tier
3.1. In respect of any order, ShopBack will conduct the following checks and assessments:
(a) checks and validations on the merchant’s eligibility, exposure limit, product risk and other matters relating to merchants and the transaction;
(b) real‑time checks and validations on your eligibility for the transaction;
(c) real‑time checks and validations on your credentials, devices, relationships with other ShopBack users and other historical data; and
(d) purchase limit assessments based on the order value and other relevant risk factors associated with the transaction.
Each order will be captured only if ShopBack is satisfied with the results of such checks and assessments.
4. Validations, Checks and Risk Assessments
4.1. All orders are subject to ShopBack’s assessment and discretion, and ShopBack reserves the right to reject an order where:
(a) ShopBack has reason to suspect, or becomes aware, that you may have or have materially breached these Terms and Conditions;
(b) you and/or the merchant fail to satisfy any of ShopBack’s validations, checks and assessments;
(c) the rejection has been requested by the merchant associated with the order, and in such case ShopBack is not responsible for such rejection and you should reach out to the merchant should you have any queries relating to it;
(d) you have exceeded or will exceed the transaction limit as a result of placing the order;
(e) the merchant associated with the order has exceeded or will exceed its exposure limits (such limit as determined by ShopBack in its sole discretion);
(f) ShopBack suspects or becomes aware of suspicious activity from you or the merchant within the ShopBack Platforms, and/or is required to do so for compliance with its obligations under applicable laws and/or regulations including, but not limited to, anti‑money laundering (“AML”) or countering the financing of terrorism laws;
(g) ShopBack suspects or becomes aware generally that the merchant associated with the order and/or their systems have been or may have been compromised or there are other security reasons to do so; or
(h) for any other reason as determined by ShopBack in its sole and absolute discretion.
5. Use of ShopBack Pay by scanning a QR
5.1. Where you opt to use ShopBack Pay to place an order by scanning a QR code, and without prejudice to this clause 5:
(a) the merchant will provide you with a QR code specific to the store in which you are making your order;
(b) you shall scan that QR code;
(c) you shall, when presented with the request, correctly and accurately enter in the ShopBack app the full order value (including any applicable sales and services taxes and surcharges). The order value entered by you constitutes the sole basis of calculating the payment amount. Any error in entering the order value will be governed by clause 5.1(d) below;
(d) after inputting the order value, you shall review the following information that is generated on the ShopBack app:
(i) the total amount of your order; and
(ii)your nominated payment method.
You shall, after reviewing the items set out in clause 5.1(d) above, click or swipe to make payment on the ShopBack app to confirm that you authorise the payment; the details of which will be available for view in your account.
5.2. ShopBack may, at its discretion, impose a total spend limit on orders.
6. Payment Processing
6.1. You may make payment to a third party, such as merchants through ShopBack Pay (the “Payment Service”). By using the Payment Service, you agree that ShopBack may use all information, including personal and billing information, provided by you to ShopBack in the course of using the Payment Service (“Payment Instructions”). You acknowledge and agree that it is your sole responsibility to ensure that all your Payment Instructions are correct, complete and accurate in every respect and you understand that time is required to process your Payment Instructions. The Payment Instructions provided by you will be treated as final and ShopBack shall not be required to verify the Payment Instructions with you. Further, by providing ShopBack with your Payment Instructions, you agree to pay or allow ShopBack to deduct from your account all fees and charges (if any) associated with your Payment Instructions.
6.2. For the avoidance of doubt, ShopBack offers the Payment Service solely as a third-party merchants’ payment agent. All feedback and complaints about your purchases should be directed to the relevant merchant. You may use funds from your designated payment method to make payments or purchases.
6.3. You can view your ShopBack Pay transaction history in‑app.
7. Cashback
7.1. Any “Cashback” you may receive through use of ShopBack Pay is a loyalty reward given to promote the use of ShopBack Pay, and issued by Ecommerce Enablers Pte. Ltd., not by ShopBack Financial Services Singapore Pte. Ltd.
7.2. Any Cashback in your ShopBack account managed by Ecommerce Enablers Pte. Ltd. may be used to offset eligible purchases made through ShopBack Pay, subject to the ShopBack General Terms of Use. Cashback is a loyalty reward, and not legal tender nor does it earn interest.
8. Payment Processing
8.1. You may make payment to a third party, such as merchants through ShopBack Pay and/or ShopBack PayLater (the “Payment Services”). By using the Payment Services, you agree that ShopBack may use all information, including personal and billing information, provided by you to ShopBack in the course of using the Payment Services (“Payment Instructions”). You acknowledge and agree that it is your sole responsibility to ensure that all your Payment Instructions are correct, complete and accurate in every respect and you understand that time is required to process your Payment Instructions. The Payment Instructions provided by you will be treated as final and ShopBack shall not be required to verify the Payment Instructions with you. Further, by providing ShopBack with your Payment Instructions, you agree to pay or allow ShopBack to deduct from your account all fees and charges (if any) associated with your Payment Instructions.
8.2. For the avoidance of doubt, ShopBack offers the Payment Services solely as a payment agent on behalf of third party merchants. All feedback and complaints about your purchases should be directed to the relevant merchant. Your Payment Instructions may be made out through your account balance. You may use funds from your designated account to make payments or purchases.
9. Your Obligations
9.1. You shall:
(a) use your ShopBack account in accordance with this Agreement and in any event in a responsible and lawful manner. You shall not use your ShopBack account to procure any goods or services that are illegal or unlawful in nature or in a manner that contravenes any AML laws;
(b) to the fullest extent permitted by law, cooperate with ShopBack in the event of any investigation performed by ShopBack, any third‑party or any legal, governmental or regulatory authority in relation to any order, payment or matter related to your account;
(c) be solely responsible for possessing the relevant system requirements and/or devices to enable the use and operation of the QR codes (you may otherwise be unable to utilise the ShopBack Platforms); and
(d) when using the ShopBack Platforms in‑store via the ShopBack app, be solely responsible for inputting the correct amount of the order value. You acknowledge and agree that ShopBack shall not be liable for any loss, damage, cost or expense incurred by you as a result of any inaccuracies in the order value inputted by you and any shortfall or excess amounts arising from such inaccuracies shall be settled directly between the merchant and yourself (which may include a reversal or a refund).
9.2. You acknowledge and agree that:
(a) products relating to orders purchased through the ShopBack Platforms online cannot be returned to physical stores for a refund. Such refunds may only be processed online. Products relating to orders purchased at physical stores may not be eligible for refunds online; and
(b) products from orders made online may be handed to you at the merchant’s physical store, subject to the prevailing policies of the merchant.
10. Disputes, Reversals and Refunds
10.1. Disputes. In the event of any dispute between you and a merchant:
(a) you acknowledge that the merchant is solely responsible for dealing with all disputes, complaints, concerns and other issues that you may raise in relation to any orders placed with that merchant;
(b) you shall contact the merchant directly to file your dispute with them;
(c) you should notify ShopBack of such ongoing dispute so that ShopBack is aware of the dispute and can take appropriate action; and
(d) if you are unable to resolve the dispute with the merchant, you may raise the matter with ShopBack and ShopBack will use reasonable endeavours in good faith (but shall not be obliged) to mediate and resolve such dispute, including by referring such dispute to the Consumers Association of Singapore (“CASE”) or other suitable avenues of recourse. You acknowledge that ShopBack is not obliged to intervene and that the merchant is not obliged to follow ShopBack’s directions regarding such dispute. To lodge a complaint with CASE, please visit https://www.case.org.sg/complaint_lodgeacomplaint.aspx
10.2. Reversals. In the event of a reversal:
(a) the merchant is required to lodge a reversal request with ShopBack within four (4) hours of the order being captured in the ShopBack system;
(b) it is the duty of the merchant to notify you if they are unable to fulfil any order;
(c) subject to the terms and conditions agreed between you and the merchant relating to the purchase of the products, the merchant may not provide you with the product(s) contained in the affected order; and
(d) such reversal will be effected by way of a chargeback to the relevant nominated payment method and will be reflected in your account.
10.3. Refunds. In the event of a refund:
(a) it is your duty (and ShopBack shall not bear any responsibility in respect thereof) to notify the merchant of any refund request and to comply with the merchant’s refund process and any other statutory requirements in relation to such refund process;
(b) the merchant shall lodge such refund request with ShopBack within sixty (60) calendar days of the creation of the order on the ShopBack Platform. Any refund request beyond this time must be expressly agreed between you and the merchant, and the merchant shall notify ShopBack within 24 hours of such agreement to refund;
(c) Refunds (full or partial) approved by the merchant will be processed to your original payment method and your account will be updated to reflect the refund once processed by the relevant payment processor or financial institution.
10.4. For the avoidance of doubt, ShopBack is not obliged to contact or to seek a refund or reversal on your behalf or on behalf of a merchant.
10.5. You agree that ShopBack is not responsible for and is not liable for any actions which the merchant or ShopBack takes or fails to take, in respect of a dispute, a reversal or a refund (whether expressed under these Terms and Conditions or otherwise), and that ShopBack will not be liable for any loss, liability, costs or expenses incurred by you as a result of its taking or failing to take such action.
10.6. Upon receipt of a reversal or refund request, ShopBack shall, within a reasonable time, process such request and request the merchant to pay such refund amount to ShopBack’s payment processor to be processed in line with the payment processor’s practices. In this regard, you acknowledge and agree that any refund amount due to be paid to your nominated payment method is subject to handling methods outside ShopBack’s control and you shall not hold ShopBack responsible for any delays caused directly or indirectly by any financial institution or its agents associated with your nominated payment method.
11. No Liability
11.1. You acknowledge and agree that no liability shall be incurred by ShopBack if it is unable to complete any Payment Instructions initiated by you for any reason beyond ShopBack’s control or if the information provided by you is incomplete and/or incorrect or becomes incomplete and/or incorrect.
11.2. Subject to clause 11.1 above, if ShopBack causes an incorrect amount of funds to be removed from your account or causes funds from your account to be directed in a manner that does not comply with your instructions, you agree that your sole remedy shall be to have the wrongly deducted sum returned to your account. You agree to release and indemnify us against any damages, losses and claims from any third party in relation with the foregoing.
11.3. In the event a transaction is terminated, ShopBack may, at our sole discretion, determine whether it is reasonable to refund part of or all the funds to you. ShopBack may limit any or all of the Services available to you in accordance with these Terms of Service and the ShopBack Terms of Use. No warranty or representation is given that the same type and extent of transactions, benefits, features and functions will be available to all users. ShopBack reserves the right to refuse or cancel any transaction for any reason at its sole discretion. Situations that may result in a transaction being rejected or cancelled, include, but are not limited to problems which have been identified by ShopBack, where it has reason to believe that the transaction is unauthorised, violates any law, rule, or regulation, or may otherwise subject us or any of our affiliates to liability. ShopBack may also require additional verifications or information of any transaction. ShopBack may impose additional restrictions, limitations, prohibitions or any other measures that we, in our sole discretion, deem necessary or reasonable in each transaction.
11.4. You will be responsible for all transactions made with ShopBack Pay via your account, with or without your authority, knowledge or consent, and may not claim against us in connection with any such use or purported use.
12. Complaints & Dispute Resolution
12.1. If you wish to make a complaint about ShopBack Pay, please contact us via the in‑app Help Centre. Provide details of the transaction(s), dates, and any supporting information.
12.2 You must notify us as soon as practicable of any incorrect, unauthorised or disputed payment. To assist timely investigation under applicable card/network rules, please raise such issues within 30 days of the transaction or of becoming aware of the issue (whichever is earlier).
13. Acceptable Use
13.1. You must not use ShopBack Pay for any illegal activity or for any prohibited activities listed in the ShopBack General Terms of Use, which are incorporated by reference. ShopBack may suspend or terminate access to the ShopBack Platforms for breach of this clause.
14. Unauthorised Transactions & Error Resolution
14.1. You must keep your account credentials, devices and one‑time passwords secure and take reasonable steps to prevent unauthorised use of your account.
14.2 You must notify us immediately via the in‑app Help Centre if you suspect any unauthorised transaction, account compromise or error. We may suspend your account or specific features while we investigate.
14.3 We will make reasonable efforts to investigate reported issues and keep you updated. Outcomes may be determined by applicable law and card/network rules and may require cooperation from your issuer/bank or wallet provider.
15. Third-Party BNPL via ShopBack Pay
15.1 If you choose to pay using a third-party buy-now-pay-later (BNPL) provider made available through ShopBack Pay, your BNPL arrangement is between you and that BNPL provider. Please refer to the ShopBack 3rd Party BNPL Terms & Conditions (as updated in-app/website from time to time), which form part of these Terms. ShopBack is not the BNPL provider and only facilitates your payment to the merchant as an intermediary.
16. Relationship to ShopBack General Terms
16.1 These Terms govern your use of ShopBack Pay only. For all other matters, including your ShopBack account, use of the app/website, privacy, the ShopBack General Terms of Use apply and are incorporated by reference. If there is any inconsistency, these Terms govern only the payment mechanics of ShopBack Pay; the ShopBack General Terms of Use govern everything else.