About refund application
Dear customers, we sincerely regeret the inconvenience and trouble caused by the malfunction of the refund application system. For customers who submitted a refund application between February 28 (Friday) 15:00 and March 3 (Monday) 14:00 and have not received an email titled "Your refund application has been accepted" at the registered email address, we kindly ask you to submit your refund application again.
The Service of ANA GranWhale has ended on February 28th at 15:00 p.m.
We sincerely appreciate all of our customers for your continued support since the start of our service.
We will refund the unused balance of prepaid payment instruments (paid V-Miles) issued by ANA GranWhale as follows. Please apply within the refund acceptance period.
Overview
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Business name who issues refunds
ANA NEO, Inc.
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Type of prepaid payment instruments eligible for refund
“Paid V-Miles”, currency used in the app ANA GranWhale for Andorid/iOS, will be eligible for refund (Calculated at 1.24 yen per 1 paid V-Mile).
*Only unused paid V-Miles are eligible for refund.
*The used paid V-Miles, expiring free V-Miles, free V-Miles distributed by the operation team, free V-Miles granted when having purchased paid V-miles, and free V-Miles exchanged from ANA miles are not eligible for refunds. -
Refund acceptance period
From Friday, February 28, 2025 at 15:00 (JST) to Wednesday, April 30, 2025 at 10:00 (JST)
*Please note that if you do not apply a refund request within the above period, we will not be able to provide refund. -
Refund method
You can choose your preferred method either transfer to your designated bank account or pick up at a Seven Bank’s ATM, and then we will pay you the amount equivalent to the amount of paid V-Miles you own at the time of application, converted at 1.24 yen per paid V-Mile.
*If there is a service charge for these payments, we will bear the cost of such fees.
Application method
- Please check your unused paid V-Miles balance in the app and note down your “GranWhale ID”and “Authentication Code.”
- *You can access “Refund procedure” from the “Notice of Service Termination” that appears after tapping the title screen.
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*To apply, you will need to provide your email address, GranWhale ID, and Authentication Code.
You can check your GranWhale ID and Authentication Code by going to “Refund procedure” → “About refund application.” -
* Please take screenshots or a note of your email address, GranWhale ID, and Authentication Code, as they will also be required when you apply a refund application as well as receive the money to be refunded.
Please note that if you provide incorrect information, we will not be able to process your refund.
- Tap the “Refund form” button on the app to go to the ANA GranWhale official website, and enter your email address, GranWhale ID, and Authentication Code in the refund form to apply.
- *If you enter an incorrect email address when applying, we will not be able to send you the notification email. Please be careful not to make any mistakes when entering your email address.
- After completing reception of the refund request via “Refund form”, please access the refund procedure page provided in the email we will send you at a later date.
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Enter reception number provided in the email and fill in the required information according to the instructions displayed.
- *Please complete the entry by the deadline (14 days from the date the notification email was sent) stated in the email on the refund procedure which will be sent to your registered email address.
Once the deadline has passed, and reception will be impossible and you will need to apply again. - *If you will be unable to use your registered email address for some reason, please be sure to reapply within the application period, and send the form with your email address and other required information.
- *We will entrust the operation pertaining to refund payment to DG Financial Technology, Inc..
In addition, we provide your registered email address to DG Financial Technology, Inc when using “CASH POST” service. - *We will bear all handling fees for refund.
- *If you have selected bank transfer as refunded method, you can only choose financial institutions in Japan as a transferred designation.
If you would like refund to be transferred to an overseas financial institution, please contact us individually.
- *Please complete the entry by the deadline (14 days from the date the notification email was sent) stated in the email on the refund procedure which will be sent to your registered email address.
Inquiry contact regarding refunds
Regarding Refund inquiries, please contact us with the following “Inquiry”.
In addition, regarding the unused Expiring Free V-Miles you exchanged from ANA Miles, they will be credited ANA Miles equivalent to these to your ANA Mileage Club account that is linked with “ANA GranWhale”.
The grant process takes about 1 to 2 months after the end of “ANA GranWhale” service.
ANA Miles can be checked in the Usage details within the ANA Mileage Club App or by logging into the ANA Mileage Club Member Website and selecting “Usage History Inquiry.”
Notice
- The refund process of Paid V-Miles takes about 1 to 2 months from the completion of your refund application.
- Depending on the refund amount, it may be refunded in multiple installments.
- Paid-V Miles that have already been used, Expiring Free V-Miles, free V-Miles distributed by the operation team, as well as free V-Miles granted when having purchased paid V-miles and free V-Miles exchanged from ANA miles are not eligible for refunds.
- If incorrect information is entered when requesting a refund, we will not be able to issue a refund. Please check the information entered thoroughly and enter accurate information.
- In case there are any deficiencies in the information you provided, we may contact you through the inquiry window.
- We only use your personal information you have registered for the refund procedure.