Mobile App Users FAQs

Consumer App FAQs

Buying, sending, receiving and using Gift Cards with Okuru

Getting started

1. What is Okuru?

Okuru is a digital Gift Card marketplace and gifting app. You can browse available Gift Cards, buy them for yourself or send them to someone else, and keep supported Gift Cards securely in your Okuru app wallet.

2. Do I need an Okuru account?

Yes. You need an Okuru account to purchase, receive and manage Gift Cards in the app. Sign-up options shown in the app may include email or supported third-party sign-in methods.

3. What types of Gift Cards can I buy on Okuru?

Okuru may offer different types of digital Gift Cards. The two important categories are:

·   Partner Gift Cards: issued by the participating business whose name or brand appears on the Gift Card.

·   Okuru Flex Card: a flexible digital Gift Card designed to be swapped inside the Okuru app for another available Gift Card, subject to its applicable terms.

4. Who is responsible for a Partner Gift Card?

The business named on a Partner Gift Card is the issuing Partner and is responsible for honouring and redeeming that Gift Card. Okuru provides the marketplace, payment, delivery, wallet and redemption technology used to facilitate the transaction.

Buying Gift Cards

5. How do I buy a Gift Card?

Open the Okuru app, select the Gift Card you want, choose an available value, review the Gift Card details and applicable terms, and complete payment using one of the payment methods shown at checkout. After a successful purchase, the Gift Card will normally appear in your Okuru wallet. It may take a few hours if it’s a first-time purchase for our system to verify and validate your transaction.  Please allow for up to 6 hours after which please contact us via email or live chat stating your purchase details and we will revert asap.

6. Are there transaction or platform fees?

Any applicable transaction, administration or platform fee will be shown before you confirm your purchase. Fees may vary depending on the Gift Card, payment method, country or product.

7. Can I buy a Gift Card for myself?

Yes. After purchase, you may keep an eligible Gift Card for your own use instead of sending it to someone else. Once a Gift Card has been designated or used in a way that makes it non-transferable, it may no longer be available to gift to another person.

8. Can I buy Gift Cards for another country or currency?

Where the app makes Gift Cards available for another country or currency, you may be able to purchase them by changing the country or region selection in the app. Availability, denominations, redemption locations and conditions differ between Gift Cards, so check the individual Gift Card terms before purchasing.

9. Where can I see the terms for a specific Gift Card?

Please review the Card Details when you click on a specific Gift Card before purchasing. These may include expiry information, permitted locations, online or in-store use, denomination rules, exclusions and redemption conditions.

Sending and receiving Gift Cards

10. What happens after I buy a Gift Card?

The Gift Card will normally appear in your Okuru wallet after payment has been successfully validated and processed. For first time users, please allow up to 6 hours before contacting us for non-delivery. From there, supported Gift Cards can be kept for your own use or sent as a gift using the options available in the app.

11. Can I add a message when I send a Gift Card?

Yes. Where available, you can personalise your gift with a short message and an available GIF, emoji or other supported greeting before sending it.

12. When will the recipient receive the Gift Card?

Most Gift Cards are delivered quickly after a successful transaction, but delivery time can vary depending on the Gift Card provider, payment checks or technical processing. If a Gift Card has not arrived within a reasonable time, contact Okuru Customer Care at customer.care@okuru.app.

13. What happens when someone sends me a Gift Card?

Follow the link or instructions in the gift notification. If you already have the Okuru app, sign in using the appropriate account and claim or unwrap the gift. If you do not yet have the app, you may be prompted to download it before the Gift Card can be added to your wallet.

14. What if I accidentally delete the gift message or claim link?

Contact Okuru Customer Care. If the Gift Card has not already been claimed or added to the recipient's wallet, we may be able to help resend the claim notification after completing appropriate security checks.

Using and redeeming Gift Cards

15. How do I redeem a Partner Gift Card?

Redemption depends on the particular Partner Gift Card. For Okuru Partner Gift Cards, the participating business may scan the Gift Card QR code using the Okuru Partner App and enter the amount being redeemed. Other Gift Cards may use a barcode, PIN, link or another redemption method. Always check the specific Gift Card instructions before using it.

16. Can I use a Gift Card both in-store and online?

It depends on the Gift Card. Some Gift Cards can be used in-store, some online, and some in both places. Check the individual Gift Card terms before purchasing or redeeming.

17. Do I have to use the full Gift Card value at once?

Not always. Some Gift Cards support partial redemption and keep the unused balance available for later use. Others may require the full value to be used in one transaction. The rules for the specific Gift Card will apply.

18. Are Gift Cards redeemable for cash?

Generally no. Gift Cards are ordinarily intended to be redeemed for goods, services or, in the case of the Okuru Flex Card, swapped for another available Gift Card. Any rights required by applicable law still apply.

19. Do Gift Cards expire?

Expiry depends on the Gift Card and the laws that apply in the relevant country or region. The applicable expiry date or validity information should be shown with the Gift Card. Where a mandatory legal minimum applies, that legal requirement prevails.

20. What happens if the balance shown in my wallet looks wrong?

Contact Okuru Customer Care with the Gift Card details and relevant transaction information. We can review the transaction records available to us and, where necessary, work with the issuing Partner or provider to investigate.

If a Partner business closes

21. What happens if the business that issued my Partner Gift Card closes?

A Partner Gift Card is issued by the business named on the Gift Card. If that business closes, stops trading or becomes insolvent before you redeem the Gift Card, your rights will ordinarily be against that issuing business or, where applicable, its administrator, liquidator, successor or purchaser of the business.

22. Will Okuru refund my Partner Gift Card if the Partner closes?

Okuru is not automatically required to reimburse a Partner Gift Card solely because the issuing Partner has closed, become insolvent or can no longer honour the Gift Card. Okuru may, however, provide reasonable assistance by helping identify the transaction, providing relevant information and directing you to the appropriate Partner, administrator, liquidator or successor where possible. This does not affect any rights you may have under applicable consumer law.

23. What if a Partner leaves Okuru but is still trading?

Leaving the Okuru marketplace does not, by itself, cancel valid Partner Gift Cards already issued. The issuing Partner remains responsible for outstanding valid Gift Cards and unused balances in accordance with applicable law and the Gift Card terms.

Okuru Flex Card

24. What is the Okuru Flex Card?

The Okuru Flex Card is a digital Gift Card designed to give the recipient more choice. Instead of selecting a particular business at the time of gifting, the recipient can use the Flex Card inside the Okuru app to swap for another available Gift Card.

25. How does the Okuru Flex Card work?

The recipient applies the Okuru Flex Card code during the supported swap or checkout process in the Okuru app and chooses an available replacement Gift Card, subject to the Flex Card terms.

26. Can an Okuru Flex Card be reloaded or redeemed for cash?

No. The attached Flex Card terms state that the Okuru Flex Card cannot be reloaded or redeemed for cash and is not a credit card. Its purpose is to be swapped for another available Gift Card or multiple Gift Cards through the Okuru app.

27. Can I swap my Flex Card for a Gift Card worth less than the Flex Card?

Yes you can, until the balance in the Flex Card runs out. If the replacement Gift Card costs more than your Flex Card value, you will need to pay the difference and any applicable fee shown in the app.

28. Is the Okuru Flex Card the same as a Partner Gift Card?

No. A Partner Gift Card is issued by the participating business named on the card and is redeemed with that business. The Okuru Flex Card is designed to be swapped within Okuru for another available Gift Card. Different terms and responsibilities therefore apply.

Refunds, payments and problems

29. Can I cancel or refund a Gift Card after purchase?

Gift Card purchases are generally final for change of mind, subject to the particular Gift Card terms and any rights you have under applicable consumer law. If you believe a transaction was duplicated, unauthorised, incorrectly processed or affected by a technical problem, contact Okuru Customer Care promptly.

30. What should I do if payment is not working?

Check that your app and device software are up to date, confirm that your payment details and available funds are correct, and try the payment method again. Do not disable security protections such as two-factor authentication. If the problem continues, contact Okuru Customer Care and tell us which payment method you were using and any error message you received.

31. What should I do if my Gift Card does not appear after purchase?

Refresh or reopen your Okuru wallet and confirm that the transaction completed successfully. It may take a few hours if it’s a first-time purchase for our system to verify and validate your transaction.  Please allow for up to 6 hours after which please contact us via email or live chat stating your purchase details and we will revert asap.

Invite & Earn Rewards

32. How does Invite & Earn Rewards work?

If the Invite & Earn Rewards feature is available in your version of the app, go to Settings and open the referral or rewards section to find your referral code. Share the code with eligible friends or business/store owners. Rewards, eligibility, percentages, redemption limits and other conditions are governed by the current Referral Rewards Terms & Conditions shown in the app or Help Centre.

33. Can reward points be used like cash?

Reward points are promotional benefits rather than cash. They may be used only in the way permitted by the applicable Okuru Rewards or Referral Rewards Terms & Conditions.

Security and support

34. What should I do if I think someone has accessed my account?

Change your password or secure the sign-in account you use with Okuru, keep any verification codes private and contact Okuru Customer Care promptly.

35. How do I contact Okuru Support?

Email customer.care@okuru.app or use the support or live chat options available through the Okuru website or Help Centre.

Last updated: 8 September 2026