FAQ

Ultimate is a global motivation currency presented to employees and partners in the form of Stars, which can be redeemed for a selection of personalized rewards and celebrations.

Ultimate does not have any subscription fees or set-up costs for members.

Stars are purchased and allocated to their employees and partners by the company as gifts or prizes. Stars can be redeemed for rewards via the Ultimate Store.

Ultimate has been designed as a reward and recognition currency, so there is no possibility to earn Stars when shopping on Ultimate.

You need at least one Star to make a purchase. The remaining balance can be paid by credit or debit card.

You are entering into a legal agreement with the merchant referenced in the "Merchant details" tab of the product description. All questions relating to legal relationships between the parties involved are described in our Terms and Conditions

The Stars are a global motivation currency that can be used in the Ultimate store to make redemptions.

Members must be aged 18 or older to make purchases via the store.

Stars may not be sold, exchanged, or offered for auction.

You can get Stars in two ways:

• via email notification when a company has allocated the Stars to your Ultimate store account.
• by Coupon provided by the company, which contains a certain amount of Stars.

You can purchase rewards from merchants in exchange for Stars, or a combination of Stars and payment by debit or credit card, or other payment options offered in the Ultimate store. For each transaction, the use of at least one Star is mandatory.

You can also redeem Stars by making donations or contributions to the charities that appear on the Ultimate store. Donations can only be made in Stars.

Stars expire 24 months after the date they are allocated to your Ultimate store account. Stars are redeemed, expire, or removed on a first-in, first-out basis.

It’s not possible to extend the validity of Stars. With so many great rewards on offer, we’re sure you’ll find a way to use your Stars before they expire.

If you don’t use your Stars before their expiry date, they will be lost.

Please check the “My Stars activity” section under “My rewards”. It contains all incoming and outgoing Star transactions:

• If you are missing the incoming Star transaction, please reach out to the awarding company.
• If the outgoing Star transactions are incorrect, please contact us, and we will assist you.

Coupons are the alternative way companies can allocate stars. Each Coupon contains a certain amount of Stars that can be added to your Ultimate account.

If you already have an Ultimate account:

1. Login to the Ultimate store account at store.ultimate.one
2. Click on “Claim Coupon” from the profile menu
3. Enter the unique Coupon code

If you do not have an Ultimate account:

1. Visit store.ultimate.one/signup
2. Enter your details to create an account, plus the unique Coupon code
3. An Ultimate store account will be created with the Stars from the Coupon automatically added
4. Any Coupons issued in the future can simply be claimed using the “Claim Coupon” in the profile menu.

The coupons may not be transferred, sold, exchanged, or offered.

You should add the Coupon to your Ultimate store account within 30 days of the creation date. After 30 days the unused Coupon codes will expire.

It is not possible to extend the validity of the Coupon.

You should add the Coupon to your Ultimate store account within 30 days of the Coupon creation date. After 30 days the unused Coupon code will expire.

You can use your Stars to pay for products in the Ultimate store, such as goods, services, and gift cards, charity donations. Where legally permissible, Stars can be redeemed for raffle entries as featured in the store. The products and raffle prizes are offered by independent third-party merchants.

There are three basic rules to follow:

• You should be at least 18 years old.
• You must be a resident of the country where the raffle draws are available.
• You should have available Stars in your Ultimate account.

More details on our raffles and draw conditions can be found under the “Description” and “Rules & Restrictions” tabs for each raffle draw.

We reach out to all our winners via email. All participants can find more information under the My raffles section of the My rewards section.

The confirmation and announcement of the winner might take some time, but we try to publish the details as soon as possible. Please check back again in a few days.

Information regarding the winning ticket will be published in the My raffles section under My rewards. Click the button “Claim now!” and you'll get the necessary information to claim your prize.

The validity of digital products and gift cards cannot be extended. Please make sure you check the relevant product description to ensure you don't miss the expiration date.

In the case of an existing fault, the guarantee duration and related conditions, if any, can be found in the relevant "Merchant detail" tab of each product.

Please contact us so that we can assist you.

Please follow the instructions provided in the "Product description" tab of each product. The steps for redeeming them are also available on the gift card itself.

Please follow all of the steps referenced in the "Product description" tab and on the gift card. Kindly check the expiration date before redeeming. In case you're still not able to use the gift card, please contact us and we'll do our best to resolve this issue.

Occasional issues with different payment cards can be experienced. Please contact your payment card issuer to check your card’s validity. The issue can also be related to your Stars balance. If you do have enough Stars, but cannot place the order, please use the contact us form so we can offer further assistance.

Merchants ship all products as soon as possible, which means that we aren’t always able to make changes to an order once it has been placed. However, contact us and we’ll do our best to help you.

Please be advised that gift cards and raffle tickets cannot be canceled or returned once they’ve been purchased or ordered. Nor are they replaceable if lost, stolen, destroyed or expired.

You will receive an order confirmation email as soon as your order is placed. Please check your spam/junk email folder as confirmation emails can sometimes end up there. If you still haven't received a confirmation, please contact us so that we can assist you.

Head to the My Rewards section of your Ultimate account for the latest information.

Don't worry! Sometimes it can take up to 2 weeks for the money and Stars to be reimbursed. If more than 14 days have passed and you still haven't received your refund, please contact us so that we can help.

Generally, orders cannot be canceled once they've been placed with the Ultimate store. However, please note that different merchants and products have their own specific return policies, and terms & conditions, so it's always worth referring back to these, just in case.

Order cancellations are very rare, but these are the main reasons for them:

• The product is out of stock.
• The address you provided is incomplete and we could not reach you to update it.

If the order cancellation was initiated by us, you will be fully refunded and Stars and money will show up in your Ultimate account within 2 weeks of the original cancellation date.

With most products, you can request returns within a certain time period clearly defined inside the “Merchant details” tab of each product on the Ultimate store website. However, some items are explicitly identified as not returnable, so make sure to double-check. You can request returns by using the contact us form.

Please be advised that gift cards and raffle tickets cannot be canceled or returned once they've been purchased or ordered and are not replaceable if lost, stolen, destroyed, or expired.

Where required by law, merchants will provide a clear time frame, starting from the day on which you receive your order. During this period, you have the right to withdraw from the purchase by contacting us and returning the unused and undamaged products in their original packaging within 14 days to the merchant's address. Products returned thereafter are no longer eligible for refund or exchange, nor can Stars be refunded, unless specified otherwise.

There may be no withdrawal period for perishable or customized products, or for gift cards and raffle tickets. Please refer to the “Merchant details” tab of each product for more details.

When returning an order, please follow these guidelines:

• Make sure your order is eligible to be returned, and that you’re returning it within the required period as defined in the “Merchant details” tab of each product.
• If so, you can request a return by contacting us.
• The merchant will then start processing your return.

Once the request is processed, they will initiate a refund back into your Ultimate store account in the form of Stars and money (where applicable).

Generally, no. However, you can always contact us so we can investigate and advise you accordingly.

Yes, in certain cases there will be shipping costs associated with the return of products. Please contact us so we can assist you with this matter directly.

If ordered from a single merchant, this is possible. Please contact us for assistance.

As soon as your return is safely received by the merchant, they will initiate the refund process and you will receive a notification.

Please check the status of the return using the tracking number provided by the merchant's courier. If the item has been successfully returned and you haven’t received an email regarding the refund, please contact us so we can assist you.

Gift cards and raffle tickets cannot be canceled or returned once they've been purchased or ordered and are not replaceable if lost, stolen, destroyed, or have reached their expiry date.

Orders that are within the return window and in stock with the same merchant are eligible for replacement. The replacement order will be shipped through standard shipping once the original order is returned.

Replacements can be requested under the following conditions:

• The item received is physically damaged.
• The item received has missing parts or accessories.
• The item differs from its description in the “Description” tab.
• The item received is defective/does not work properly.

Report your issue by contacting us within 24 hours of accepting the package, and attaching evidence (photographs) of the issue. Unfortunately, if an eligible order is out of stock from the merchant, we won’t be able to replace it, but we will issue you a refund once the original order is returned.

As soon as your return is received, the merchant will initiate the replacement process and you will be notified of the new shipment details.

If you've checked the tracking info and can see that the item has been received by the merchant but is still to receive the replacement, please contact us for further assistance.

For any refund-related information, please contact us. When and if a refund is confirmed, it will be processed in the original form of payment. Please note that we might apply a service fee at the time of refund.

You will receive your refund on your payment card and to your Ultimate store account within 2 weeks of the refund being confirmed.

This might be due to the different shipping fees related to your order. For more details, please contact us so we can offer further assistance.

Due to the variety of products available through the Ultimate store, shipping policies and terms may differ.

You can check the specific policies under the "Merchant details" tab for each respective product.

Products will be shipped by our merchants directly according to their own shipping fees and methods.

All fees are included in the price of the product and the price payable at checkout is final. However, please bear in mind that additional fees may apply when returning or replacing a product.

If you want to change your shipping address after placing an order, please contact us. We'll do our best to help, but please note that our merchants work fast to get your order to you quickly and therefore it may not always be possible to change a shipping address before your order is shipped.

Yes, you can. In this case, be sure to place separate orders to the relevant delivery addresses in order to avoid any mix-ups!

No, merchants only deliver via regular shipping.

Once your order has shipped, you'll receive a confirmation email with your shipment details. A tracking link will also be available via the Order history section under the “My Reward” section of your Ultimate store account. If there's any issue with delivery, please don’t hesitate to contact the courier directly to ensure the order is delivered safely and swiftly.

You'll receive a notification email once they're ready for collection via the Order history section of the My Rewards section of your Ultimate account. Raffle tickets can be found in the My raffles section of the “My Rewards” section account once you've ordered them.

You can find the expected delivery times for your products under the “Merchant details” tab on the product’s description page. Also in the order confirmation email which will be sent to you upon completion of the order.

Simply contact us and we'll confirm the status of shipment for your product and take steps to resolve the issue.

The following reasons for non-delivery may apply:

• The address provided is incorrect.
• After multiple attempts, nobody was available to accept the delivery.
• The order was lost or damaged while in transit.

All undelivered orders are returned to the merchant who sent them, who will then proceed to issue a refund or reship the order, depending on your p

If a refund is processed, we ask you to re-order the product(s) if they are still available and you still wish to purchase them.

Please follow the instructions provided by merchants in the “Merchant description” tab, and in your delivery documentation. If the issue is still unresolved, contact us within 24 hours of accepting the package, attaching evidence (photographs) of the issue.

Please wait until the end of the day in the first instance. In some rare cases, the delivery company might accidentally scan your order as delivered while it's still in transit. Also, double-check with your family and neighbors in case they've signed for the parcel in your absence.

If you still haven't received your order, please contact us so that we can assist you with the issue. Please note that any non-delivery claims received later than 3 months from the order date will no longer be processed.

Please contact the merchant’s chosen delivery company to arrange a new delivery time. You can find the name of the delivery company under order tracking details in the Order history section of the "My Rewards" section.

In most cases, the delivery company will also send you automated notifications about the expected delivery time and you'll be able to adjust it accordingly on the courier’s website.

In other cases, please contact us so that we can assist you with this issue.

You can access your gift cards via the Order history section of “My Rewards” section. If you still don’t see them or have trouble downloading them, please contact us.

We’re sorry to hear that! Please contact us and submit your complaint. We'll get back to you at the earliest opportunity.

There are different payment options available to you when ordering through the Ultimate store:

• Stars
• Combination of Stars and money, with payment made by debit or credit card.

You can purchase products from merchants by using your debit or credit card in conjunction with Stars.

For all "Stars & money" transactions, you can pay with Visa and Mastercard. We use 3-D Secure Services (verified by Visa, and Mastercard Secure Code) as our Stripe payment gateway to process all online payments.

All "Stars & money" orders are processed exclusively in USD. Your credit/debit card will be charged accordingly. All exchange rates displayed on Ultimate in relation to product transactions are under license from Xe.com.

“Star & money” prices for products vary according to your selected delivery destination. All product prices are calculated daily and depend on respective currency exchange rates (provided by Xe.com).

Shipping is included in the price.

Please contact us and provide further information relating to these charges. Send us a photo of the receipt provided by the courier so we can investigate further. We'll check with the merchant and resolve this issue for you as soon as possible.

Reward Visa card is a personal and non-transferable Visa Prepaid Card issued by Cornèr Banca SA (Switzerland), further in the text referred to as a Bank. The cardholder directly enters into agreement with the Cornèr Banca SA as the card issuer. For more detailed information, please refer to General Terms and Conditions.

Please apply for your Reward Visa card by filling in all the required information here.

Please note:

• Member’s age should be 14 year old or more than that for requesting the card.
• Member can have only one Reward Visa card in a given time.

Your application will be reviewed by the card issuer within 14 business days.

The Bank reserves the right at its discretion to reject the application, without having to give reasons. Its decision cannot be contested.

The Reward Visa card is valid for approximately one year post which you may choose to renew it.

Due to restrictions from the Bank, the Reward Visa card cannot be issued to the residents of the following countries:
Afghanistan, Angola, Azerbaijan ,Bosnia and Herzegovina, Bangladesh, Burundi, Belarus, Cocos (Keeling) Islands Congo, The Democratic Republic of The Central African, Republic Congo, Brazaville, Côte d'Ivoire, Cameroon, Cuba, Christmas Island, Djibouti, Dominican Republic, Eritrea, Ethiopia, Guinea, Equatorial Guinea, Guatemala , Guinea-Bissau, Heard Island and McDonald Islands, Honduras, Haiti, Iraq, Iran, Islamic Republic of Kenya, Kyrgyzstan, Cambodia, Comoros, Korea, Democratic People's Republic of Korea, Republic of Lao People's Democratic Republic, Lebanon, Liberia , Libya, Madagascar, Mali, Myanmar, Northern, Mariana Islands, Mauritania, Maldives, Mozambique, Norfolk Island, Nigeria, Nicaragua, Nauru Niue, Papua, New Guinea, Pakistan, Palestine, Paraguay, Russian Federation, Rwanda, Sudan, Somalia, South Sudan, Syrian Arab Republic, Chad, Togo, Tajikistan, Turkmenistan, Ukraine, Uganda, Uzbekistan, Venezuela, Bolivarian, Republic of Vanuatu, Yemen and Zimbabwe.

There may be limitations to Reward Visa card usage in above mentioned countries.

Due to restrictions from the card issuing authority, members can’t request a limit increase if they have country of residence /nationality of any of these countries:
American, Samoa, Australia, Canada, Guam, Japan, Malaysia, Puerto Rico, Samoa, United States, United States Minor Outlying Islands, and Virgin Islands, U.S.

You can use a Reward Visa card both in online and offline shops by entering the card details while checking out in online stores.

The full Reward Visa card number, expiry date, and CVV information will be visible to you when you load the card. Without the card being loaded, you will be able to see only last four digit of your card.

You can see all transactions in “Online & in-line Transactions” of “Order history” in “My Rewards” section.

Check that your card has sufficient credit and whether your merchant accepts credit cards issued by Swiss banks. If you’re still unsure why your card has been refused, please call the card assistance center at +41 58 880 98 00. Agents are available 24/7 to help you.

The Bank reserves the right at its discretion to block and/or recall the Reward Visa card at any time, without warning and without having to give reasons. Its decision cannot be contested.

In some cases, your card may be declined by a merchant. Such merchants can be:

• Car rental companies and hotels that don’t allow prepaid cards.
• Music or video stores, due to country-specific copyright licenses.

Reward Visa card are currently issued in Switzerland, so your card may be declined by a merchant that doesn’t accept credit or prepaid cards that aren’t issued in the domestic market.

Your Stars will be credited back to your Ultimate account after the merchant completes the refund process on your card, which can take between 2 to 14 business days.

If the refund does not reflect on your Ultimate account after 14 business days from the transaction date kindly contact us know with the below details:

• Merchant’s name
• Merchant country
• Date of transaction
• Sales amount
• Online or in-store shop
• Reason for refund

If you have e-mail confirmation from the merchant about order cancellation and refund honored, then please attach the same as well.

Please contact us and share details of the issue, your member ID, and other details like the screenshot of the issue, date, etc.

Your Reward Visa card won’t have any pre-loaded amount. You can add the amount you’d like by using your Stars and confirm your approval to credit the amount to your card.

There is a fixed loading fee per load of approx. 115-135 Stars, irrespective of the amount being loaded. The loading fee is non-refundable.

To load your reward card, please follow the steps below:

• Open your Visa, and select “Load card”.
• Select the currency and the amount you would like to load. It is highly recommended to load more money on the reward card than you plan to spend, to be confident that the transaction will go through.

Due to security reasons, you will be asked to verify your phone number via an SMS before each card load hence it is required to have the mobile phone number registered in your Reward Visa card profile.

The loaded amount remains on your card for 7 days or until you manually unload the card.

Yes, you can unload the remaining amount from your card manually, any time before the timer expires. To do that, go to Visa and then ‘Unload remaining amount'.

When reviewing the application, the Bank, based on the internal information, sets the maximum annual loading limit for the card user.

To increase the loading limit, you will need to send the form to the bank via mail to the postal address below:

Postal Address:
Cornèr Banca SA Cornèrcard
Via Canova 16 6901 Lugano
Switzerland

Please note that Corner Bank does not entertain any forms or requests through e-mail or private courier services, please forward duly signed documents to Corner Bank only through the ‘Government Postal Mail Service’.

If your request gets approved, you will be able to load an unlimited amount of money on your card. If your limit does not increase within 30 days after you have shipped the documents, please [contact us] for further investigation.

The amount will remain on your card for 7 days. Once you reach the time limit, all unspent credit is automatically and securely transferred back to your Ultimate account as Stars.

Any unspent amount left on your card will be automatically converted back into Ultimate Stars once your card is unloaded.

There can be multiple reasons, why a card does not get unloaded automatically. Please contact us with details - your member ID, a screenshot of the issue, the amount to be unloaded, and the date and time of activity.

Please be informed that the unloaded amount or the remaining credit will be returned to your Ultimate account as equivalent Stars.

Thus, we request you to check My Stars Activity section and cross-check your transactions.

If you do not see the unloaded Stars, then we kindly request you to provide us with the following details via contact us form.

• Number of Stars loaded
• Number of Stars missing
• Date of card load/ unload.

A one-time password (OTP) is an automatically generated numeric or alphanumeric string of characters that authenticates a user for a single transaction or login activity.

OTP will be sent to your registered mobile phone number and email address.

OTP is sent to confirm the request for a new Reward Visa Card, every card loading transaction and redemption transaction.

Kindly ensure that your phone is connected to the network and block-SMS feature is disabled.

If you do not receive the expected OTP, please contact us with the following details:

• Transaction you plan to complete
• The date on which OTP was requested
• Mobile Number on which the OTP shall be sent
• Email address on which the OTP shall be sent.

Note: Please provide the contact number in the below format

Country code: XXX

Mobile number: XXXXXXXXX

For redemption transactions please also provide information:

• Merchant name
• Transaction Amount

Wait until the timer on the screen expires and request for a new OTP.

Profile information can be updated via the “My profile” section under your name in the upper right corner of the Ultimate store. Kindly note that the user name and the email address cannot be updated. If you want to update those, please contact us.

You can request the deletion of your account by contacting us.

The email address can be changed only one time. Please contact us with your existing email address.

To reset your password, click here.

You can see all of your orders under the My Stars Activity sections of the "My Rewards" section.

Our Privacy Notice can be found here.

We never share your payment card details with merchants.