General

What is Equinox Rewardz?

Equinox Rewardz is Equitas Small Finance Bank’s loyalty program that rewards our Debit Card holders for using their Equitas Bank Debit Card to pay for products and services.

What are the benefits of Equinox Rewardz?

With the program, you earn Equitas Bank Points for spending with your Equitas Small Finance Bank Debit Card. Customers can earn Equitas Bank Points by doing a POS, e-POS and e-commerce transactions as per the slab mentioned below:

Equinox Rewardz Points awarded based on Monthly Spends :

Card Type Transaction Value for Issuance of Points Points Earned
Classic 200 1
Gold 200 1
Platinum 150 2
Signature 150 2
Wings 100 2

The value of each point is Rs.0.25. You can earn Equitas Bank Points whenever you spend on shopping, dining, watching movies, paying bills and more with your Equitas Small Finance Bank Debit Card. The accumulated Equitas Bank Points can be redeemed to get products and services from a huge variety of categories such as merchandise, travel tickets, DTH and mobile recharge, movie tickets and more.

How do I become an Equinox Rewardz member?

As an Equitas Small Finance Bank Debit Card holder, you are automatically enrolled in Equinox Rewardz. To check your Equitas Bank Point balance and redeem points, you have to activate your account by visiting https://equinox.equitasbank.com/ .
Follow these steps to activate your account:

  1. Visit https://equinox.equitasbank.com/ and go to the ‘New User’ option under My Account tab
  2. Provide your Equitas Small Finance Bank Customer Identification Number.
  3. Enter One-Time-Password (OTP) received on your registered mobile number.
  4. Verify personal details and start redeeming.
Can I join Equinox Rewardz if I live outside India but I am an Indian citizen?

As long as you have a valid Equitas Small Finance Bank Debit Card, you can join Equinox Rewardz.

Is Equinox Rewardz open for Non- Indian citizens?

Yes, if you hold a Equitas Small Finance Bank Debit Card, you automatically become a member of Equinox Rewardz.

What is the postal address to write to Equinox Rewardz?

Chhibber House, 2nd Floor,
Sakinaka Junction, Andheri-Kurla Road,
Andheri (East), Mumbai – 400072, India

My account

How can I check my Equinox Points?
Go to the ‘My Account’ page to check your Equitas Bank Points.
What is the Customer Care number for Equinox Rewardz?

The Equitas Bank Rewardz Customer Care number is 1800-419-9775

Help Desk Timings: 9AM to 6PM (Monday to Saturday)..

What if I am not able to log in?

If you are not able to log in, please follow these simple steps:

  1. Refresh the web page by either hitting the F5 key or the refresh button on the tools menu.
  2. If you do not get the web page again, press CTRL+ F5 and try again.
  3. If you are still not getting the web page, please make sure the web address or URL is https://equinox.equitasbank.com/ and your internet connection is working.
How do I unsubscribe?

You are automatically enrolled into Equinox Rewardz if you are an Equitas Small Finance Bank Debit Card holder. However, if you do not want to subscribe to the program, you can choose not to register your membership. If you have activated your membership and would like to unsubscribe, please contact Customer Care at 1800-419-9775.

I am receiving a ‘Page Unavailable’ message when trying to activate. What should I do?

Please refresh your page and check your internet connection.

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

Click on the ‘Forgot Password’ link and enter your User ID. Enter the OTP to validate that you are a registered customer and reset your password.

How do I change my password?

Log in to your account and click on the ’Change Password‘ link. You can change your password then and there. Keep your old password handy and do not forget to reconfirm the new password.

Accruals

How do I earn Equinox Points?

You earn Equitas Bank Points on spending with your Equitas Small Finance Bank Debit Card. Pay at Point of Sale and on e-commerce portals using your debit card for purchases whenever you can to earn maximum Equitas Bank Points. The point structure based on the card variants is mentioned below:

Card Type Transaction Value for Issuance of Points Points Earned
Classic 200 1
Gold 200 1
Platinum 150 2
Signature 150 2
Wings 100 2
Where can I earn Equinox Points?

You can earn Equitas Bank Points anywhere in India by making payments using your Equitas Small Finance Bank Debit Card.

What is the value of 1 Equinox Point?

Value of 1 Equitas Bank Point = Rs.0.25

What is the validity period of Equinox Reward Points?

Equitas Bank Points awarded by the bank are valid for a period of 36 months or 3 years excluding the month of accrual. Additional points earned at Partner Stores are valid for a period of 12 months or 1 year excluding the month of accrual.

Redemption

How do I redeem my Equinox Points?

You can redeem your Equitas Bank Points for a wide range of products across categories in merchandise and for services such as movie tickets, air tickets, mobile/DTH recharge & more. To redeem, log on to https://equinox.equitasbank.com/

Why haven’t I received my reward yet?

Please see the date mentioned on the copy of the Redemption Receipt. All rewards will reach you within the delivery time specified on the website.

Can I combine Equinox Points and cash for redemption?

Yes, you can combine your Equitas Bank Points and cash to redeem on the Equinox Rewardz portal.

Do I need any minimum number of Equinox Points for redemption?

You must have a minimum of 100 Equitas Bank Points in your account before you can begin redeeming your points. You can then redeem as many Equitas Bank Points as you want for products and services on https://equinox.equitasbank.com/

Do I need to log onto my account to redeem my Equinox Points?

To redeem your Equitas Bank Points on https://equinox.equitasbank.com/, you need to register yourself on the portal and log-in. You can also redeem your points on the Max Get More portal and app. Please note that you will also be allowed to perform in-store redemption at our partner stores soon.

Flight Booking

Can I book both international and domestic flights?

Yes, you can book domestic as well as international flights on https://equinox.equitasbank.com/.

Can I redeem Equinox Points for more than one passenger?

Yes, you can redeem Equitas Bank Points for up to 9 passengers at any given point of time.

Can I book tickets for infants on Equinox Rewardz?

Yes, you can book one infant per adult on Equinox Rewardz. The age of the infant must be below 24 months on the date of travel. Make sure you carry valid proof-of-age documents at the time of check-in. The infant is not awarded a seat on the flight and must travel with the accompanying adult.

What's an e-ticket?

An e-ticket (electronic ticket) is a paperless electronic document with a unique confirmation number that can be used in place of a paper ticket. When you purchase an e-ticket, we email it to you within 30 minutes of your booking. Simply print it out and bring it with you – along with a valid photo ID – to the airline counter when you check-in for your flight.

I entered my payment details and hit submit - and all I got was a blank screen! I got charged but don't have an e-ticket. What now?

We’re really sorry for the inconvenience. In some rare cases, we do not receive the response from the payment gateway on confirmation of payment. In such cases, we will automatically refund the amount charged to your debit card within 15 days. We suggest that in such cases, you book your trip again.

I did a search for flight tickets and selected my flight. However, after providing the passenger details, I see that the fares have increased. Why?

The airline fares are dynamic in nature and are based on availability of the seats on the particular flight. There are always chances that the seats selected by you may get sold by the time you complete your booking. Therefore, to minimize the chances of booking failures, we check the availability of the seats before you proceed with the payment. If you find that the fare has increased at this step, you have the option of going ahead with the booking or refreshing the search.

How do I know my flight was booked?

We'll send you an SMS (to Indian numbers only) and an e-mail to confirm your flight booking.

Can I redeem Equinox Points to gift an airline ticket(s)?

Yes, you can easily gift airline tickets to friends/family. However, you need to make the booking in the name of passenger(s) who will be travelling. Please note that air tickets are non-transferable.

What is the minimum timeframe within which I need to redeem before I fly?

There is no minimum timeframe for redeeming your Equitas Bank Points. You can redeem your Equitas Bank Points for a flight departing on the same day.

How do I get a boarding pass for an e-ticket?

There are three ways to check-in. Some of the airlines provide a web check-in facility, where you can select your seat, get your boarding pass online and print it. If you use this facility, you will have to approach the check-in counter to drop your baggage.

You can also check-in using the tele-check-in service provided by some of the airlines. In such cases, you will have to present your ticket and ID proof at the airline’s check-in counter for issuance of boarding card and for baggage drop.

Alternatively, you can check-in physically at the airport counters of the airline by presenting your ticket and ID proof.

Do I have to show my e-ticket confirmation email at the airline check-in counter?

Yes, you do. Some airports don’t allow you to enter without a printout of your e-ticket, so be sure to carry one with you. If you've forgotten to carry your e-ticket printout, you can contact the airline ticketing counters at the airport to issue a duplicate itinerary receipt.

Do you issue paper tickets?

No, we do not issue paper ticket.

Do I have to show ID proof at the time of check-in?

Yes. The airline and airport authorities may or may not check your ID proof but we strongly recommend that you carry a government-issued photo-ID proof with you whenever you fly.

How do I find out my baggage limit?

Please contact the airline directly or visit their website for accurate details regarding baggage limit.

I've booked my tickets but need to add my child’s tickets to my booking. How do I do it?

Sorry! We do not allow child below 12 years to be booked individually. Please contact your airline to create the booking of child directly with them.

I misspelled my name while booking a ticket. How do I get it changed?

You can call us to check if the airline with which you've booked the tickets entertains change-of-name requests. Most of them do, and we can pass on your request. However, if the airline doesn’t allow it, you’ll have to cancel and re-book the ticket. A name change fee may be applicable in case of certain airlines.

I selected the wrong prefix (Mr. /Mrs.) to a passenger's name while booking. How can I get this changed?

Just call Equinox Rewardz Customer Care at 1800-419-9775. Give your Booking Ref No. We'll find out if your airline supports title change and if it does, we'll pass on your details to them. If the airline doesn’t allow title change, you'll have to cancel and then re-book the ticket with the correct title.

I'm taking a connecting flight. Will I need to change terminals?

In most cases, you will need to change terminals in order to board your connecting flight. Often the terminals are quite distant from each other and you'll need to set aside some extra time to walk from one terminal to another.

Please make it a point to enquire about your terminal as soon as you arrive at the airport, since gate numbers and terminals can change at the last moment.

In that case I'm worried that I won't have enough time and miss my connecting flight?

If you're concerned that you may not have enough time between your flights, please contact Equinox Rewardz Customer Care at 1800-419-9775. They’ll tell you the duration of your transit and how long it will take you to go from one terminal to another.

Can I book international tickets for infants on Equinox Rewardz?

Yes, you can book tickets for infants and children on Equinox Rewardz. However, we do not yet book tickets for unaccompanied minors. When booking international flights for infants, please keep these points in mind:

Every passenger (including infants and minors) requires a valid passport. Infants and children must be accompanied by an adult at least 18 years old. You can book no more than one infant (under 2 years) per adult. But one adult can fly with a child and an infant.

The infant must be under 24 months of age while travelling the outbound sector to qualify for an infant fare.

Can I book a seat on an international flight for an infant?

As a child under 2 years of age does not legally require a seat to fly, it’s up to you to decide whether the infant should have a seat or not. Which is why, the cost of a ticket for an infant is different from the cost of a ticket for a child who is more than 2 years old (children over the age of 2, however, must have their own seat). To book a seat for an infant, please select ‘Child’ at the time of search and the cost will be provided.

How much baggage can I carry?

Cabin and checked-in baggage limits vary from airline to airline. Some airlines have baggage weight restrictions and others have a specific number of pieces permitted. Please note that restrictions on baggage apply to both checked-in bags as well as cabin baggage. Often, you’ll be asked to pay for any checked-in luggage that exceeds the weight permitted. Cabin luggage that exceeds the weight limit is not permitted and will have to be checked in. Please check with your airline.

Can I book a special meal through Equinox Rewardz?

Sorry, Equinox Rewardz website currently does not support this feature. Please contact the airline directly.

Can Equinox Rewardz arrange for wheelchairs?

Sorry, Equinox Rewardz website currently does not support this feature. Please contact the airline directly.

How can I cancel my redemption for the flight ticket?

Cancellations are not permitted for flights redeemed through Equitas Bank Points only.

What happens if my flight is cancelled or delayed?

You will need to check with the airline with which you have booked your seat(s). Delays/cancellations are governed by the respective airline policies.

Movie Tickets

Can I choose my seat at the cinema?

Yes, you have the choice of re-selecting/changing your seats at every step of the transaction till the time you make a payment.

How many movie tickets can I book in one transaction?

You are permitted to book a maximum of 10 movie tickets per transaction.

I accidentally booked my movie tickets for today instead of tomorrow, can you change the tickets?

Sorry, it is not possible to replace or refund movie tickets once they have been booked.

Can I change my seat(s)?

No, it is not possible to change your seat(s) once they have been booked and confirmed.

Can I change the show time that I have booked for?

No, it is not possible to change your movie tickets for different show timings once they have been booked and confirmed.

Can I cancel or replace my movie ticket(s)?

No, as per government regulations, once a ticket has been paid for, it is deemed as sold, and therefore cannot be replaced or cancelled.

What time before the show can I redeem my [portal-custom:short-name] Points to get movie tickets?

You must redeem your points at least 4 hours before the show timing. For example, should you wish to go for a movie show at 11pm on the 15th of April, you must redeem your points and make your booking request by at least 7pm on the 15th of April.

How will I get my tickets?

Once your booking is confirmed, you will be required to take a printout of your booking confirmation and carry it with you to the box office at the cinema. Your movie tickets will be at the box office, and on request, 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 working days.

What should I do if I want to change my delivery address?

This is not applicable, change of delivery address is not allowed.

What should I do if the reward merchandise delivered to me is not what I had ordered?

In that case, please call and report the same to Customer Care on 1800-419-9775 within one business day of the delivery of the product.

What should I do if the reward merchandise is found to be damaged or defective?

In such a scenario, we request you to please call Customer Care on 1800-419-9775 within one business day from the delivery of the product and report the same. We will replace the item.

What should I do if I ordered the wrong item?

Please call our Customer Care on 1800-419-9775 before your redemption request is processed in order to change or cancel your redemption order.

Mobile/DTH Recharge

Is Mobile/DTH Recharge offered on Equinox Rewardz Online Portal?

Yes, Equinox Rewardz allows its customers to recharge their pre-paid mobile phones or their DTH accounts using their Equitas Bank Points.

Why my recharge request is not going through?

A request can be invalid on account of the following reasons:

  1. Invalid subscriber ID/mobile number.
  2. Using a post-paid mobile number instead of pre-paid.
  3. Subscriber ID / Mobile number which does not pertain to the list of mentioned operators.
  4. Invalid recharge amount.
What if I do not get any confirmation message from the operator?

Once the recharge is completed, you will receive a confirmation message from the operator as well as an email from Equitas Bank. In case of non-receipt of confirmation message, please check the talk-time/viewing limit of your mobile phone service. If the account balance does not increase, please contact our Customer Care desk on 1800-419-9775 with the details of mobile number, time and date of recharge, recharge amount and the Order ID mentioned on your receipt.You can register a complaint with our customer service desk on 1800-419-9775 within 7 days from the date of your recharge. No complaint can be registered after 7 days.

Hotel Booking

Can additional guests stay in a room?

Most hotels allow additional guests to stay in a room for an extra charge as long as the room doesn't exceed the maximum number of guests allowed per room. If you book a room that cannot accommodate your group, the hotel may cancel your reservation or require that you book additional rooms. If you have doubts, check directly with your hotel for their extra-guest charges and the maximum number of people allowed in the room you’ve booked.

Our children will be traveling with us - do they stay for free?

When making your booking, select the number of children traveling with you from the 'Children' drop-down box. If you select just 1 child, our search will give you the price of a double room with child, not including an extra bed. If you want an extra bed in the room, you need to increase the number of persons in your search.

How do I know if my booking was successful?

We'll send you an email and SMS confirmation for your hotel booking.

Do I need to confirm my booking?

No, you don't. You can also contact the hotel directly if you prefer. However, it may take upto 12 hours for the booking to reflect at the hotel.

What if I don't get a confirmation at the time of booking?

If a confirmation page doesn't display once you complete your booking, check your email for a confirmation. If you don't get an email confirmation within 30 minutes, let us know at membersupport@equinoxrewardz.com or contact Equinox Rewardz Customer Care at 1800-419-9775 and we'll send you your confirmation details.

I did not get an email confirmation. What do I do?

If you don't receive an email after making a reservation, it could be that we have the wrong email ID in our system or your Internet Service Provider blocked the email assuming that it was spam. Check your spam folder and add our email address - membersupport@equinoxrewardz.com - to your address book so that it doesn't get filtered out next time. In the meantime, contact Equinox Rewardz Customer Care at 1800-419-9775 so we can send you an email confirmation. Please keep the following information ready so that our customer care executive can assist you.

  1. The name with which the reservation was made
  2. The hotel name and location (city)
  3. The check-in/check-out dates
How long will it take for the hotel to get my booking information?

The time it takes for a hotel to get your booking information varies by specific hotel and arrival date. In most cases the hotel should receive the reservation information within 12 hours of the time you made your booking (except for nights and weekends when the hotel’s reservation department is closed). Please note that this doesn’t apply to bookings made for the same day.

What is my hotel's check–in time?

Typically, the hotel check-in time is after 2:00 pm (local time). Check with your specific hotel for its exact check-in time.

Will the hotel hold my room if I'm arriving late?

Since your reservation is guaranteed with a credit card, the hotel is obliged to hold your room till 7am, the day after your planned arrival date.

What if I'm going to arrive early?

If you know you're going to arrive early at your hotel, contact our Customer Support Team. We'll do our best to accommodate your request, but it’s ultimately subject to the terms and conditions of the hotel.

How do I get a receipt or invoice for my hotel booking?

Log in to your Equinox Rewardz Account with your User ID and password. Once you successfully login, go to "Transaction History" under "My Account" to view all your upcoming and completed trips. You can view/print your receipt by clicking on Booking Ref No.

In case you do not want to log in, please contact Equinox Rewardz Customer Care at 1800-419-9775 so we can send you the receipt. You will need to provide your Booking ID and your email address given at the time of booking to retrieve your booking details.

How do I cancel my hotel booking?

Hotel cancellations are not permitted for bookings made through Equitas Bank Points.

How do I modify a hotel booking?

Equinox Rewardz treats modification of hotel bookings as cancellation with a new booking. You'll have to cancel your existing booking and make a new one. Please contact Equinox Rewardz Customer Care at 1800-419-9775 for more details.