FAQ - One-Off Benefits & Promos and Refunds

Why can't I use my voucher for my purchase?
​There is a difference between a discount code and a gift card. Did you purchase a gift card for a specific amount? For example, a 10 euro IKEA voucher? Then you will need to apply it as a payment method, at checkout.
​Is there is no specific amount, but a discount code (like ALLEO123), you will need to insert this in a discount field - on the website of the benefit partner.
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Can I remove old vouchers from my transactions overview?
​You can now mark this as "used." To do so, go to Profile > Purchases > select the purchase and then checkmark the box on the right bottom side of the screen.
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My gift card code shows as used or invalid after a failed payment - what should I do?
​Usually, a voucher is blocked for safety reasons, after a failed payment. You should be able to use it again, after a few hours.
If not, please first contact the Support of the benefit (like Zalando). They can check what happened to the voucher amount during the failed payment attempt.

📌 The voucher will be added to your account if you add the code to an order, but you do not complete the order.
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Is my voucher valid for affiliated stores?
​Check the partner's terms and conditions, as not all vouchers can be used at other stores.

For example: An Apple voucher can only be redeemed at official Apple Stores. It cannot be used at resellers such as Amac, even though they are recognized partners, because they are not considered official Apple Stores.
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I didn’t receive my voucher by mail, and the app shows ‘sold by third party’, what does that mean?
​The benefit partner will send the purchased voucher to the email address, that is linked to your Alleo user account. If you didn't receive the voucher within a few hours, please let us know at support@alleo.nl.
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I want to cancel and reverse my approved expense claim. How can I do this?
​Neither app users nor managers/HR can reverse approved expense claims directly in the Alleo portal.

If you need to cancel an approved claim, please email support@alleo.nl and include your HR in cc.
Your HR will need to confirm whether the claim has already been paid out. If not, and your HR approves the cancellation, we can process it for you.
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Why am I not able to cash out my Peaks balance? Can I get this benefit refunded?
​If you try to withdraw your money within 48 hours of depositing, Peaks will block it. In that case, Peaks will cancel your benefit. Check here for all their terms and conditions.
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How can I use my IKEA voucher?
​The IKEA voucher should be used as payment method during checking out, in an online Dutch IKEA store. If you go to a physical Dutch IKEA store, you can show the barcode at the check-out counter.
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How can I use my Sports Gift Card voucher? This also applies to:

Go to the payment section of your order > choose payment method 'voucher' or 'gift card' > choose the option Sports Gift Card > enter the voucher code (and pin).
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How can I use my Albert Heijn voucher?
​The gift card can be used in physical Albert Heijn stores in the Netherlands and Belgium, and in Albert Heijn to go - not online.
​At check-out, you choose voucher/gift card, when selecting a payment. You can also scan the voucher barcode.
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Can I use my Zalando voucher on their entire website?

The Zalando voucher cannot be used on make-up, sport equipments or electronics. Zalando Lounge doesn't accept any vouchers. Please check Zalando Support, if you are not sure if your item(s) are eligible.
​Add the voucher to your Zalando account via profile > vouchers/gift cards > so it will be automatically selectable as payment method, at check-out.
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My Cineville subscription has been canceled without my permission. Why?
​Are you a first-time Cineville user with this subscription? Then Cineville will automatically cancel the subscription after 12 months. You'll need to reselect Cineville in the Alleo app.
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I cannot add my Mediation Moments vouchers to my Meditation Moments account, what now?
​If you have downloaded the app and created an account, you can only add your voucher to your account by visiting Meditation Moments via the browser. After having added the voucher, you can use the premium app version. If this is not visible, please restart your MeditationMoments app.
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The Rocycle location I used before is no longer listed. Why?
​The vouchers may need to be topped up. Please let us know at support@alleo.nl, so we can assist you further.
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Can I remove my Crisp voucher after adding it to my Crisp account?
​No, once a voucher has been added to your account, it cannot be removed. However, it can be transferred to another Crisp account. To do this, please contact Crisp Support.
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Why do I get an error on the Efteling website when adding multiple vouchers, at check out?
​The Efteling website sometimes accepts only 1 voucher at a time during the purchase process. The solution: log into your Efteling account > add all your vouchers there > and then purchase your tickets. The vouchers will be applied automatically, at checkout.
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How does the 24-hour waiting period for Thuisbezorgd vouchers work?
​If you add a Thuisbezorgd voucher to your account and then remove it, the voucher will only become active again after 24 hours. More information about using Thuisbezorgd vouchers can be found here: Kortingscode Thuisbezorgd.nl.

Under what circumstances am I eligible for a refund, and what’s the process
​In general, refunds do not apply. In most situations (especially when purchasing a voucher via Promos > with iDEAL) the vouchers are uniquely created for you, so we can't deactivate it. Take a look here for more information.
​If any information within Alleo has led to a misunderstanding, please let us know so we can review your specific situation.
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How long does it typically take for a refund to appear after I submit a request?
​Has your refund been approved? Then it depends on the type of voucher how long it takes for the money to reach you back again:
- A voucher purchased from your Alleo budget is back to your budget within minutes. Our Support Team will confirm when it has been refunded.
- A voucher purchased via Promos > iDEAL can take up to 10 working days, to be back on your bank account.
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Can I track the status of my refund within the app?
​Amounts spent on vouchers, purchased with your Alleo-budget, will appear back in your budget card (shown in Home) and in via Profile > Transactions.
For vouchers purchased via Promos > iDEAL you will not see a refund in the Alleo app, only in your bank account.
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Is there a deadline to submit a refund claim after making a purchase?
​There is no deadline, but we expect to be informed as soon as possible, when an issue occurs. This way we are able to assist accordingly.
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