FreedomRewardz | Questions & Answers on India's Most Rewarding Loyalty Program for SBI

FAQ's

•	What is FreedomRewardz?
	FreedomRewardz is an exclusive loyalty program initiated by State Bank Group for its debit card holders to reward them with points accumulated over transactions and redeeming the same for a wide range of consumer products.
•	What are the benefits of FreedomRewardz membership?
	State Bank Group customers now would be rewarded for every transaction they make using their Debit card and also have the option to speed their accrual process by interacting with their Partners who are leading brands in their respective domains. The FreedomRewardz points can be redeemed to procure a wide range of products like Airline Tickets, Bus Tickets, Electronic Items, Home, Fashion, Beauty products etc. The more you spend the more you get rewarded.
•	How do I become a member?
	As a State Bank Group Debit Card Holder you are automatically enrolled as a FreedomRewardz member. All you need to do is activate your account.
•	How do I activate my account?
	You can activate your account by visiting the FreedomRewardz website www.FreedomRewardz.com and click on the Activate My Account link. You will have to fill in a few details and your account would be activated. Alternatively, you can call our FreedomRewardz Service Centre to get your account activated.
•	Can I join FreedomRewardz if I live outside India but I am an Indian citizen?
	As long as you hold a State Bank Group Debit card, you can join Freedomrewardz.
•	Is FreedomRewardz open for Non- Indian citizens?
	Yes if you are resident of India and hold a State Bank Group debit card you automatically become a member of FreedomRewardz
•	What is the postal address to write to FreedomRewardz?
	The Qube, A-703, MV Road, Marol, Off Andheri-Kurla Road, Andheri (E) Mumbai, Pin Code – 400059 India

Accruals

•	How do I earn points?
	Till 31^st October 2012 Every time you make a transaction using your State Bank Group debit card you earn 2.5 points for every Rs. 100/- spent. You can also earn bonus points for all your purchases. From 1^st November 2012 Effective from 1^st November 2012 you will earn 1 point for every multiple of Rs.200 that you spend using your State Bank Group debit card. Suppose you spend Rs.500 using your SBG debit card then you earn 2 points.
•	Where can I earn points?
	You can earn points anywhere in India and overseas by making payments using your State Bank Group Debit Card. In addition if you shop at any of our partner brand specified outlets, you can earn additional points.
•	What is the validity period of FreedomPoints?
	Your FreedomPoints are valid for a period of 36 months excluding the month of accrual.
•	What kind of discounts do I get/am I entitled to, if I become a member of FreedomRewardz?
	As member of FreedomRewardz, you would be entitled to different kinds of discounts offered by our FreedomRewardz partner brands. This would be communicated to you on a regular basis, and would be valid for a particular period as stipulated by the offering brand. However these discounts would be valid for a specific period and with partners offering such discounts.
•	How do I earn bonus points?
	If you use your Debit Card to make the first purchase within a month of issuance of the Debit Card, you will earn 50 bonus points. For the second transaction within the same month of issuance of the Debit Card, you will earn additional 50 points. For the third transaction within the same month of issuance of your debit card, you will earn additional 100 points! So if you make 3 transactions within a month of getting your debit card then you earn 200 bonus points (50 + 50 + 100 points) After the first month of getting your card , if you do minimum of 3 transactions every quarter using your debit card then, the points that you earned in that quarter will be doubled for Classic/Silver/Gold/Other Debit Cards and the points will tripl for Platinum Cardholders. So if you carry out 4 transactions worth Rs.2,000/- in one calendar quarter then you get 20 points instead of 10 points if you have a Classic/Silver/Gold or Other Debit Cards and you get 30 points if you have a Platinum Card.

Partner Network

•	What is FreedomRewardz Partner Network?
	The FreedomRewardz Partner Network is a network of different National, Regional and Local Brands that offer discounts and additional points to FreedomRewardz members.
•	How does FreedomRewardz Partner network help members?
	The FreedomRewardz Partner network helps you in 2 ways. Firstly it helps by giving you additional points when you make a transaction using your State Bank Group Debit card. This increases your total FreedomPoints earning opportunity and takes you closer to your FREE gift faster. In Addition, some select Network Partners offer discounts also; this gives you greater value for your money.
•	How do I earn points from the FreedomRewardz Partners Network?
	You can earn FreedomPoints by paying for your purchases with State Bank Group Debit card at a participating Partner outlet.
•	How many points do I earn with each Partner?
	The number of FreedomPoints earned differs from partner to partner. Please log on to www.FreedomRewardz.com or call our customer care number 60008500* or 18002098500** for details of our partners’ offers. However, as FreedomRewardz member you are guaranteed to earn more FreedomPoints than the standard points i.e. 1 per multiple of Rs. 200/- or receive Special Discounts. Local Call charges apply *Toll Free
•	Is it possible that some Partners of FreedomRewardz Partner Network offer just discounts and not additional FreedomPoints?
	Yes it may be possible that some partners may only offer Special Discounts and not additional FreedomPoints. There are those who offer only additional FreedomPoints, and some who offer both FreedomPoints and discounts. To avail of the discounts and/or to earn additional FreedomPoints you need to make a transaction with your State Bank Group debit card.
•	What do you mean by validity of an offer? Are they not valid as long as I am a FreedomRewardz member?
	Partners’ Discount offers are valid for a specified period only. However, new partners and offers are continuously added to the FreedomRewardz program.
•	How or where do I get the List of FreedomRewardz Partners Network?
	To access the list of our Network Partners, please visit www.FreedomRewardz.com
•	Where could I find the list of the stores/outlets of FreedomRewardz Partners?
	To access the list of the participating stores/outlets of our FreedomRewardz partners, please visit www.freedomrewardz.com
•	What are the terms and conditions of the partner offer?
	a. Customer has to call 60008500* or 18002098500** to know the retail store where the offer is applicable. b. The Discount Offers are awarded on swiping State Bank Group debit card at select outlets only. c. The offer is not applicable for payments made by cash or any other mode of transaction except State bank Group debit card. d. The offer cannot be exchanged for cash and cannot be clubbed with any other promotional offer applicable at the store. e. All offers are applicable on M.R.P. Local Call charges apply *Toll Free
•	Do I need to do anything more to earn the additional FreedomPoints from the Partners Network whenever offered?
	No, you do not need to anything extra to earn the FreedomPoints. We will track your spends on State Bank Group Debit Card at these outlets and award you the additional FreedomPoints.
•	Is there any difference between the standard FreedomPoints and the additional FreedomPoints?
	No. There is no difference between standard FreedomPoints and additional FreedomPoints.
•	I’d like my business to be a part of the FreedomRewardz programme, either to give out points or to allow people to spend their points with us. Is that a possibility?
	Yes, Of course we welcome new Partners. Just drop an email to us on info@freedomrewardz.com with the subject line as Partnering FreedomRewardz, and we will get back to you at the earliest.

Redemption

•	How do I redeem my points?
	You can redeem your points by: Either a) Logging in to FreedomRewardz website, Or b) By calling us on our Contact Center number 6000-8500* or 18002098500** Local Call Charges Apply * Toll free number
•	My Reward has not been delivered as yet?
	Please verify that the date mentioned in the copy of the Redemption Request. All rewards reach you within the delivery time specified on the website. If it has been 2 days since the date mentioned, please fill in the details in the ‘my request’ column of the Freedom Rewardz website, or by calling the FreedomRewardz Service Centre.
•	Can I combine FreedomPoints and cash for redemption?
	No you cannot combine Cash and Points for redemption.
•	Can I redeem at a partner brand’s or FreedomRewardz outlet/merchants location?
	Yes, apart from online redemption (www.freedomrewardz.com) & by calling our customer care, you can also redeem your FreedomPoints for products as per your choice at select FreedomRewardz partner outlets.
•	I bought something through a partner brand store and I want to return it. What happens to my points?
	Merchandize purchased at partner brand outlets are governed by policies of individual store and the partners. In case return of the products is allowed the equivalent amount of points would be rolled back from your account.
•	My computer/ the site/ the application crashed just when I was redeeming?
	Please restart your computer/ Log in to web page and check my request page. If the redemption request is complete it would reflect on my requests. Alternatively you can call the FreedomRewardz Service Centre.
•	How many FreedomPoints do I need to make my first redemption?
	You need only 300 FreedomPoints to make your first redemption.

Airline Tickets

•	Can I book both international and domestic flights?
	At the moment redemption is available on airlines for travel within India only. The International travel redemption option will be added shortly.
•	Can I redeem freedompoints for more than one passenger at any time?
	Yes you can redeem freedompoints for up to 4 passengers at any given time.
•	Can I redeem points to gift an Airline ticket(s)?
	Yes you can easily gift air line tickets to friends / family. However you need to make the booking in the name of passenger(s) who would be travelling. Air tickets are not transferable.
•	What is the minimum time frame within which I need to redeem before I fly?
	You must redeem your points at least 3 days before the date of travel. For eg,. Should you wish to travel on the 15th of April, you must redeem your points and make your booking request by the 12th of April at the latest.
•	When I receive an itinerary after completing the booking process, is my booking confirmed?
	No, the redemption of points for flight tickets are on a request basis. The confirmation you receive is a confirmation of your specific requested itinerary.
•	If I get the itinerary, does that mean my air ticket and redemption fare is guaranteed?
	No, the ticket is not guaranteed and neither is the flight fare (FreedomPoints Required) frozen to that figure, until and unless the ticket is issued.
•	When does my request get confirmed/ticketed?
	The request can only get confirmed/ticketed 24 business hours after receipt of the request. Once it is confirmed, you would receive an email for the same.
•	Can I cancel/modify my redemption for the flight ticket?
	Once redeemed for, the air tickets are non-refundable, non-changeable and non transferable.
•	What happens if my flight is cancelled or delayed?
	You will need to check with the airline with which you have booked your seat. In the event of a schedule change/cancellation, your interests are protected, and you will be rebooked onto another flight. Delays however are governed by the respective airline policies.

Bus Tickets

•	Can I redeem freedom points for more than one passenger at any time?
	Yes you can redeem freedompoints for up to 4 passengers at any given time.
•	Can I redeem points to gift a Bus ticket(s)?
	Yes you can easily gift bus tickets to friends / family. However you need to make the booking in the name of the passenger(s) who would be travelling. Air tickets are not transferable.
•	Is there a minimum time frame within which I need to redeem and book before the journey?
	No you can book any time however it is advisable to plan your reservation 24 hours prior to departure.
•	When I receive an itinerary after completing the booking process, is my booking confirmed?
	No, the redemption of points for bus tickets is on a request basis. The confirmation you receive is a confirmation of your specific requested itinerary.
•	If I get the itinerary, does that mean my bus ticket and redemption fare is guaranteed?
	No, the ticket is not guaranteed and neither is the bus fare (FreedomPoints Required) frozen to that figure, until and unless the ticket is issued.
•	When does my request get confirmed/ticketed?
	The request can only get confirmed/ticketed 24 business hours after receipt of the request. Once it is confirmed, you would receive an email for the same.
•	Can I cancel/modify my redemption for the bus ticket?
	Once redeemed for, the bus tickets are non-refundable, non-changeable, and non transferable
•	If my bus is not operating or is delayed, what do I do?
	You need to check with the bus operator with which you have booked your seat(s). In the event of a schedule change/cancellation, your interests are protected, and you will be rebooked onto another bus. Delays however, are governed by the respective bus operator policies.
•	Can I redeem points for tickets without having to use the internet?
	Yes you can, by calling us on 60008500* 18002098500** Local call charges apply * Toll free number
•	How can I get my bus tickets in my hand if I were to redeem my points online?
	After completion of your transaction, you can directly print your tickets by clicking on the ‘Print Ticket’ link provided on the ‘Redemption Request Confirmation’ page. Please carry this print-out on your person when travelling; also please ensure that you have with you a photo I.D, stating the Date of Birth information that was provided whilst making the booking request on the internet.
•	Will I be eligible for any refunds should I miss the bus?
	No, unfortunately in the event of you missing the bus, we will not be held responsible.
•	How much luggage can I carry? What is my luggage Allowance?
	The luggage restrictions vary from operator to operator. On average 20kg per person is the usual allowance. Luggage being carried for commercial purposes will be charged separately.
•	I have lost my ticket printout. How can I retrieve it?
	In order for you to reprint your ticket, you will first need to call us on 60008500OR 18002098500* They will provide you with your PNR. Once you have this, simply click on the Cancel/Modify link on the top of the homepage. Enter your PNR, your First Name and the Date of your Journey in the popup screen that appears. Your ticket will then be retrieved and ready for printing out. Local call charges apply * Toll free number
•	How can I find the most convenient pick up point for myself?
	Click on the drop down menu of the Pickup listings on the search results page and you can access Ticketvala’s unique interactive map. It shows you all the pickup points in the city with detailed street maps for your added convenience.
•	What does ‘Ticket Type’ mean?
	There are 2 types of statuses that are possible when you request for a bus ticket booking a. Redeem – The seat is available and your seat is immediately confirmed. b. Request – Your request has been recorded and we will contact you shortly to confirm your seat.

Movie Tickets

•	Can I choose my seat at the cinema?
	Yes, this is one of the most important features that we offer. You have the choice of re-selecting / changing your seats at every step of the transaction.
•	How many tickets can I book in one transaction?
	You are permitted to book a maximum of 10 tickets per transaction in each seating category of the cinema screen.
•	How can I confirm whether my tickets have been booked?
	Once a booking is confirmed, you will receive an email stating the same.
•	Is there a telephone number where I can contact you and book my tickets?
	Apart from web bookings, we also offer a call center booking service. Please call on 60008500OR 18002098500* to book your tickets through our customer care centre. Local call charges apply * Toll free number
•	I accidentally booked my tickets for today instead of tomorrow, can you change the tickets?
	No, it is not possible to replace or refund tickets once they have been confirmed.
•	Can I change my seats?
	No. It is not possible to change your seats to another row or another number once they have been booked and confirmed.
•	Can I change the show time that I have booked for?
	Unfortunately it is not possible to change your tickets for a different show timing once they have been booked and confirmed.
•	Can we cancel or replace our tickets?
	No, as per government regulations, once a ticket has been paid for, it is deemed as sold, and therefore cannot now be replaced or cancelled.
•	What is the minimum time frame within which I need to redeem before the show?
	You must redeem your points at least 4 hours before the show timing. For eg,. Should you wish to go for a show at 11pm on the 15th of April, you must redeem your points and make your booking request by the 7 pm on the 15th of April at the latest.
•	How will I get my tickets?
	Once your booking is confirmed, you will be required to print out your confirmation, and carry it with you to the box office at the cinema. Your tickets will be awaiting collection at the box office, and upon presentation of the confirmation, they will be handed over to you.

Merchandise

•	How many days will it take to get my reward merchandise delivered?
	Your reward merchandise will be delivered within 30 days.
•	What should I do if the reward merchandise doesn’t reach me?
	Please call our customer services at 60008500*to check on the status of your order.
•	What if the product reaches my mentioned delivery address when I was away or not available?
	Should this occur, we will attempt to deliver the product the next business day once again. Kindly assure your availability.
•	What should I do if I want to change my delivery address?
	Please call our customer services at 60008500* or 18002098500** in order to have the delivery address changed. This change of address will only be possibly should you request for it at the end of the same business day on which you have placed your redemption request. Local Call Charges Apply * Toll free number
•	What should I do if the reward merchandise delivered to me is not what I ordered?
	In the unfortunate event that this happens, please call customer services at 60008500* or 18002098500*within one business day of the delivery of the product, in order to report the same. Local Call Charges Apply ** Toll free number
•	What should I do if the reward merchandise arrives damaged?
	In the unfortunate event that this happens, please call customer services at 60008500or 18002098500within within one business day from the delivery of the product, in order to report the same. The article shall be replaced.Local Call Charges Apply ** Toll free number
•	What should I do if the reward merchandise has hidden damage or is found to be defective?
	In the unfortunate event that this happens, please call customer services at 60008500or 18002098500within one business day from the delivery of the product, in order to report the same. The article shall be replaced.Local Call Charges Apply ** Toll free number
•	What should I do if I ordered the wrong item?
	Please call our customer services at 60008500* or 18002098500** before your redemption request is processed in order to change or cancel your redemption order.Local Call Charges Apply * Toll free number

My Account

•

How can I check my FreedomPoints status?

You can check your FreedomPoints by logging in to the FreedomRewardz website or by calling our Contact Center

•

Will I receive a statement of my points and activities?

Yes a Monthly Statement will be sent to all FreedomRewardz members.

•

What are the customer service numbers, and how would we be able to reach FreedomRewardz?

The FreedomRewardz Customer service number is 6000-8500 and 1-800-209-8500 You will be charged for a Local call if you are dialing from within the following cities:

CITY	STD CODE
PUNE	20
MUMBAI	22
DELHI	11
HYDERABAD	40
BANGALORE	80
CHENNAI	44
AHMEDABAD	79
KOLKATA	33
SURAT	261
COIMBATORE	422
JAIPUR	141
MYSORE	821
INDORE	731
BHOPAL	755
PANJI	832
BARODA	265
COCHIN	484
TRIVANDRUM	471

If you are dialing from any other city please add the STD code of the nearest city mentioned in the table above. The Contact Center is open from 9 AM to 9 PM Indian Standard Time from Monday to Saturday and from 9 AM to 6 PM on Sunday.

•

I am not able to log in?

If you are not able to log in. Please follow these simple steps:
• Refresh the web page by either hitting the F5 key or the refresh button on the tools menu.
• If you do not get the webpage again, please do CTRL+ F5 and try again
• If you are not getting the web page itself the URL or the web pages address. Please make sure that the web address or URL is www.freedomrewardz.com.
• If the webpage prompts you by telling you that the Membership number and/or password is wrong, please check your Membership number and password and re-enter it carefully.
• If you are still facing a problem, please call the Contact Center , we are always there!

•

How do I unsubscribe?

You are automatically enrolled in the FreedomRewardz program if you are a State Bank Group Debit card holder. However, if you do not want to subscribe to the programme, you can choose not to activate your membership.
If you have activated your membership and would like to unsubscribe, please call our customer care center and we would be more than happy to help you.

•

Can I edit my profile, like address, phone etc? How can I edit it?

Sure you can do so online.
To edit your profile, Log in to your account, select My Profile on the account page and just click on the edit page. Now you would be able to change the details as per your wishes. Please do not forget to save the changes.

•

I'm receiving a Page Unavailable message when trying to enroll. What should I do?

Please refresh your page and also check your internet connection. Also please check your email inbox as a verification email/sms would be sent to you with your account information

•

I've forgotten my password, what do I do?

Click on forgot password button and answer the required question. Your password would be reset and sent to your email account. It would also be sent through SMS to you.

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How do I change my password?

Log in to your account and click on change password button. You can change your password then. Keep your old password handy and do not forget to reconfirm the new password.