Quick answer: Open the Liven app and message us. Include the venue name and the email or mobile number on your account. Then follow the steps below.
This article is for diners using the Liven app. It explains when we can refund a Brandollars purchase, how the amount is worked out, and how to ask.
Change of mind: 48 hours
You can ask for a refund for a change of mind within 48 hours of buying. After 48 hours we can't refund a change of mind (Term 7.4 of our Terms and Conditions).
Bought for the wrong venue, city or brand
Message us. Most honest mistakes can be sorted out, even after 48 hours.
A venue refused your Brandollars
Sorry about that. Venues on Liven are responsible for honouring the Brandollars you bought. Message us and we'll contact the venue to sort it out. The most useful detail is the venue name, and its suburb if it has more than one location. We'll only ask for anything else if we need it.
If the venue still won't accept your Brandollars, or it has closed or left Liven, you can get a refund worked out as below. See Can I get a refund on my Brandollars?. If you paid the venue some other way (for example by card at the counter), the venue handles that payment.
When we don't refund
Small leftover balances. Brandollars don't expire unless the venue has set an expiry on that pack, so you can usually use them up whenever you like.
If your pack has an expiry, the app shows the date on the pack (Expires: followed by the date) and we email you a reminder 30 days and 7 days before it. See When do my Brandollars expire?
Buying a new package for the same venue. You can hold more than one package for a venue, but they don't combine, and we don't refund an older package so you can buy a new one.
Changing which balance was used. Once a balance has been used for a meal, we can't switch it to a different one.
How a refund is worked out
We refund the cash value of your unused Brandollars. Because your bonus was spread across all the Brandollars you received, the refund is a share of what you paid: what you paid, multiplied by your remaining Brandollars, divided by the total Brandollars you received (including the bonus).
Example: you paid $100 and got 150 Brandollars, then used 80, so you have 70 left. The refund is $100 × 70 ÷ 150 = $46.67. If you haven't used any, you get back the full $100.
Once refunded, the remaining Brandollars are removed from your account.
The refund goes back to your original payment method. Banks usually take 5 to 10 business days to show it.
If the refundable amount is under $10, we add it to your rewards balance instead (shown in the app as Rewards Balance). Your rewards balance works at any participating venue.
How to ask for a refund
Open the Liven app and message us.
Include the venue name and the email or mobile number on your account.
If you already have an open request, reply to it instead of starting a new one, so it isn't delayed.
Need help?
Email support@nomni.ai or call 1300 445 483.