FAQs

Frequently Asked Questions

Note: All reference to IndianOil in this FAQ also includes its group companies, Assam Oil Division (AOD)

A. Program

XTRAREWARDS™ is a Loyalty Program that rewards customers for purchases at IndianOil Petrol Stations and franchisees, affiliates and outlets of alliance partners with whom IndianOil may have alliance for accrual and redemption from time to time. As a member, you can earn XTRAREWARDS™ Points (XRPs) on all such purchases.The XTRAREWARDS™ points earned can instantly be redeemed for Free Fuel at participating IndianOil Petrol Stations.

Yes. Apart from rewarding Cash Customers, the program also rewards customers who pay by any digital mode. However, the customer has to swipe his/her XTRAREWARDS™ Card or enter Registered Mobile Number (RMN) on the PoS (Point of Sale) Terminal for earning XRPs.

The enrolment fee for having a XTRAREWARDS Card is Rs. 60/- (MRP) or submits the application online at https://iocl.xtrarewards.com without any cost. The Application Form has to be completely filled up immediately, signed and handed over to the channel to which the fee has been paid. Kindly take the acknowledgment slip from the channel for having handed over the filled up application form. The form has to be filled up in English only. The application form can also be filled by calling to our help desk No. 1800 22 8888.

There are two types of memberships – Individual and Corporate.

The company with corporate membership can collect XTRAREWARDS™ points against purchase of Auto-fuel at participating Petrol Stations. For instance, all vehicles of a company can get the XTRAREWARDS™ points on a single card while fuelling at participating IndianOil Petrol Stations. The company can redeem the XTRAREWARDS™ points only through its authorised representative, whose name is shown in the application form. Any change in the name of the authorised representative should be intimated to the call centre.

There are two types of cards-Physical and Virtual.

Physical cards are obtained by paying Rs 60/- (MRP) as enrollment fee and submitting the hard copy of the application form to concerned channel partner. Whereas, virtual cards are obtained by filling the application form online at https://iocl.xtrarewards.com  There is no fee charged for obtaining Virtual Cards.

The form has to be filled up and handed over to the channel to which enrolment fee is paid. It can also be filled up by calling call centre (1800 22 8888). In case this is not filled up after the first transaction at any participating establishment or your profile details is not available in our system, you will not be able to redeem your XRPs (XTRAREWARDS Points). However, you can continue earning the points for all eligible transactions at IndianOil Outlets.

As a XTRAREWARDS™ cardholder, you would not be able to:

  • Redeem your XTRAREWARDS™ points.
  • Block your card if it is lost/stolen/damaged.

No, there are no annual fees. The XTRAREWARDS™ membership is normally valid for lifetime.

Contact the Indian Oil Dealer or Sales Officer whose numbers are displayed in the fuel station for details.

Your mobile number can be used as an identifier at all participating establishments instead of your XTRAREWARDS card number. You can receive Mobile Alerts (SMS messages) on XTRAREWARDS™ points earned and participate in sales promotions instantly. Incase of redeeming the points, the OTP will be received to RMN and the process is validated only thru that received OTP.

You can call our call centre and they will guide you appropriately.

Yes, if the Member has misused or abused the membership conditions, XTRAREWARDS™ points can be refused. His membership can be terminated/hot listed. The points earned by such a member will also be frozen and withdrawn.

B. Personal Identification Number & Lost/Damaged Card.

The PIN is a secret password provided to you as a member, and should be used while redeeming or registering for redemption. This authorises debiting of points from your account equal to those being redeemed. The PIN can also be used for

a. checking the no. of points that you have in your account.

b. voiding any incorrect sale or redemption transactions.

c. blocking lost/stolen/damaged cards.

d. unblocking lost/stolen/damaged cards

e. replacement of lost/stolen/damaged cards.

f. replacement of existing PIN.

g. replacement of forgotten PIN

a. Check the no of points that you have in your account To check the no of points that you have in your account. You can also check the no of points in your account thru the POS Terminal at participating IndianOil Retail outlets or thru the IVRS Help Line or SMS XRP <Card No> to 7400121021.

b. Voiding any incorrect sale or redemption transactions When a sale transaction is wrong, it can be voided within 24 hours or till the availability of the transaction in the memory of the POS Terminal at the participating IndianOil Retail Outlet from where the sale transaction was carried out, whichever is earlier. It cannot be voided through any other means. Subject to certain conditions, voiding of a sale transaction will not be allowed if the Member’s Points balance is less than the Points to be voided. To illustrate, a Member gained 10 points in a sale transaction and his total points balance is 100. He then immediately redeems 95 points and his points balance is 5. If he now wants to void the sale transaction of 10 points, inspite of meeting the conditions herein, the same will not be allowed.

If an instant redemption on fuel/lubes has to be voided, it can be done only on the POS Terminal at the participating IndianOil Retail Outlet, where the redemption had been done. The voiding will be accepted only if it is done within 30 minutes of the redemption. The Member has to pay the participating IndianOil Retail Outlet for the value of the product, if he has already taken the same.

Gift redemptions registered through this Web Site can be voided here within 24 hours of registration. for Voiding Gift Redemption. Gift redemptions registered through the POS Terminal at the participating IndianOil Retail outlets can be voided through the POS Terminal at any participating IndianOil Retail Outlet within 24 hours. The Member has to produce the Normal Redemption Charge Slip for voiding as the Transaction No has to be quoted in the POS Terminal. Gift redemption request can be voided within 24 hours of its registration thru the IVRS Help Line as well.

c. Blocking lost/stolen/damaged cards You should immediately notify through this Web Site or IVRS Help Line or SMS BCARD <card number> <date of birth dd-mm-yyyy> <PIN> to 7400121021 for blocking your Card if it is lost/stolen/damaged. Corporate Members should replace the date of birth with the date of formation of company in the SMS format. A Reference No will be generated in all the three options and conveyed immediately to you through the medium that was used to notify. For blocking lost/stolen/damaged card.

d. Unblocking lost/stolen/damaged cards You can unblock your lost/stolen/damaged card within 24 hours of blocking or before notifying us for its replacement, which ever is earlier. You can unblock your card through this Web Site or IVRS Help Line or SMS UNBLOCK <reference no> <lost card number> <date of birth dd-mm-yyyy> <PIN> to 7400121021. Corporate Members should replace the date of birth with the date of formation of company in the SMS format. For unblocking a lost/stolen card.

e. Replacement of lost/stolen/damaged cards Subject to FAQ no. A.7 to go to A.7, you can replace your lost/stolen/damaged card after notifying for its blocking. You have to purchase a new card from any of IndianOil’s authorised marketing channels and intimate the replacement through this Web Site or IVRS Help Line or SMS LCARD <reference no> <new card noɯ <new card’s PIN> for a Lost Card and DCARD <reference no> <new card no> <new card’s PIN> for a Damaged Card to 7400121021. You have to quote the Reference no as explained at B.1. ©. to go to B.1. The balance points and personal details of your Card would be transferred to the new Card. For notifying the replacement.

f. Replacement of existing PIN For changing existing PIN, you can apply through this Web Site or IVRS Help line or SMS RPIN <card number> <date of birth dd-mm-yyyy> <present PIN> to 7400121021. Corporate Members should replace the date of birth with the date of formation of company in the SMS format. The new PIN will be conveyed to your registered e-mail id if your application has come through this Web Site. If you have conveyed through the IVRS Help Line, then the new PIN will be conveyed during the course of the call. If the request is conveyed thru SMS, the new PIN will be conveyed to the cell no from which the request was made. Presently, no fee is charged for this. For replacement of existing PIN.

g. Retrieval of forgotten PIN You can apply for retrieval of a forgotten PIN by applying through this Web Site or IVRS Help line or SMS FPIN <card number> <date of birth dd-mm-yyyy> to 7400121021. Corporate Members should replace the date of birth with the date of formation of company in the SMS format. If you apply through this Web Site, the new PIN is sent to your registered e-mail id. Presently, no fee is charged for retrieval of forgotten PIN through this Web Site. for retrieval of forgotten PIN.

No. There is no need to sign or use the PIN for earning XRPs.

The Application Form has unique identifiers, which are used as security checks at various times. If they are not filled up apart from the other information sought in the form, requests such as replacement of lost/damaged card cannot be processed and issued.

You should notify us for blocking the card thru SMS to 9223177998. You should convey the card no or RMN or your unique identifier. The SMS format is <BCARD> <card number> <date of birth in ddmmyyyy format> for an individual cardholder. Corporates should replace the date of birth with the <date of formation of company ddmmyyyy> in the said format. All the three options will generate and convey a reference no to you. Alternatively, you can call the call centre and request for blocking the card by giving the required details about the card.

You have to buy a new card from any of our channel partners or create a new virtual card and then notify the call centre about the new card. The points balance and personal details in the lost/damaged card will be transferred to the new card upon request.

The SMS format for a Lost Card is <LCARD> <reference no> <new card no>.For a Damaged Card, the SMS format is <DCARD> <reference no> <new card no> .The reference number can be obtained by calling our call centre.

Yes, you can unblock your lost card within 24 hours of notifying us to block or before notifying us of its replacement, whichever is earlier.

You can notify for unblocking your lost cad thru SMS to 9223177998. Alternatively, you can call our call centre and convey your card number or RMN, reference no and unique identifier. For individual cardholders, the unique identifier will be their date of birth in ddmmyyyy format and for corporates; it will be their date of formation of company in ddmmyyyy.

Any Card that has had no transaction for 12 continuous months will be treated as a dead Card and such a card will not be entitled to any benefits including earning or redemption of any XRPs. You have to call the call centre for re-activating such cards.

C. Participating Establishments

Participating Establishments are select IndianOil Retail outlets and affiliates, Member Establishments/Franchisees of alliance partners where the XTRAREWARDS™ card is accepted and XRPs given against purchase of goods and services, as specified in the Terms and Conditions. For list of Participating Establishments

D. Earning Points

No, you can use your Registered Mobile Number (RMN) as identifier at the Participating Establishment for earning and redeeming the XTRAREWARDS™ points and also avail of specific benefits that are on offer.

Yes, there are floor limits on earning points at participating IndianOil Retail outlets for security reasons. Any earnings in excess of these limits need security authorization. Presently the floor limit is Rs 20000/- worth transactions in a calendar month. However, IndianOil reserves the right to change the same from time to time at its discretion.

Yes, if the Member has misused or abused the membership conditions, XRPs can be refused. His membership can be terminated/hot listed. The points earned by such a member will also become null and void.

Points can be tracked through this Website for Customer Balance or from the PoS Terminal at the participating IndianOil Retail Outlet. You can also SMS a query XRP <Card No> to 9223177998.

Currently, 100 bonus points are awarded to customers who fuel and transact at Indian Oil Retail Outlets with their XTRAREWARDS™ cards on their birthdays (registered date of birth) or within 7 days from their birthday (This benefit is subject to the sole discretion of IndianOil and may be revised from time to time).

For a single purchase transaction at any IndianOil petrol pump, a customer is entitled to get loyalty points on only one loyalty platform. For example, A customer purchases Rs X amount of petrol at any IndianOil petrol pump. The customer is a member of IndianOil XTRAREWARDS and also a member of another alliance rewards program like Jet Privilege. For this Rs X transaction, the customer is eligible to get loyalty points either on XTRAREWARDS or in Jet Privilege only and not in both.

E. Redemption

Yes, the card is required for registering for gift redemption at IndianOil Retail outlets and while redeeming instantly against fuel and lubes.

You have to visit the participating IndianOil Retail Outlet, produce your membership card and seek redemption. You have to operate the PIN on the Card Reader Terminal at the Retail Outlet to authorise the redemption. Fuel/Servo Lubes, as chosen by you, equivalent to the XTRAREWARDS™ points being redeemed, will be given to you instantly.

You can register your redemption request for any of the Rewards Catalogue items through any of the following options.

a. At the nearest participating IndianOil retail outlet.

b. Through this web site, for gift redemption.

c. By registering through the IVRS phone number provided.

The gift will be delivered at your registered address.

Extra handling, courier charges, all taxes and local levies, if any, will have to be borne by you in case the weight of the product exceeds 200 gms. Any tax, surcharge, duty, levy etc. on travel Rewards will also have to be borne by you.

All Travel Rewards are subject to availability and certain embargo dates and/or flights as decided by the Airlines from time to time. Redemptions on air tickets would not be available for such periods and flights.

Yes, Redemptions are approved only within certain prescribed floor limits as fixed by IndianOil from time to time.

Yes, IndianOil, at its discretion, reserves the right to verify and check the genuineness of a Member and their transactions before approving the release of the selected Redemption item. Approval conveyed for any redemption is conditional and IndianOil reserves the right to subsequently refuse the redemption in case of detection of any fraud or unfair means having been resorted to by the Member towards accumulation of XRPs or the genuineness of the Member or their transactions not being established to IndianOil’s satisfaction.

This is actually a security feature to protect the interests of genuine members and reduce the risks of possible fraud.

Registering redemptions as given at E.3 to go to E.3 would generate reference numbers, which could be used by you for obtaining the status. to know your Redemption Status.

We make all efforts to deliver within 6 weeks under normal circumstances.

In the case of automotive fuels, you cannot redeem for less than a certain minimum no of XRPs. While presently the minimum no of XRPs is 100 points, IndianOil reserves the right to change the same from time to time at its discretion.

You can get the same from this web site. for Rewards Catalogue. You can also get to know the points required for redeeming a product through the published latest Rewards Catalogue and the IVRS Help Line.

You have to visit the nearby IndianOil Petrol Station, produce your membership card or RMN and seek redemption. You have to enter the OTP received on the RMN on the PoS Terminal at the Petrol Station to authorize the redemption. Fuel, as chosen by you, equivalent to the XTRAREWARDS™ points being redeemed, will be given to you instantly, subject to availability.

Yes. Voiding of incorrect sale or redemption transactions is allowed in the Program subject to certain conditions. Authorization thru OTP received on RMN is required to void such transactions.

When a sale transaction is wrong, it can be voided within 24 hours or till the availability of the transaction in the memory of the POS Terminal at the participating IndianOil Retail Outlet, whichever is earlier. It cannot be voided through any other means. Subject to the conditions mentioned herein, voiding of a sale transaction will not be allowed if your Points balance is less than the Points to be voided. To illustrate, assume you gained 10 points in a sale transaction and your total points balance is 100. If you immediately redeem 95 points, your points balance is 5. Thereafter, if you want to void the sale transaction of 10 points, inspite of meeting the conditions herein, the same will not be allowed.

If an instant redemption on fuel/lubes has to be voided, it can be done only on the POS Terminal at the participating IndianOil Retail Outlet, where the redemption had been done. The voiding will be accepted only if it is done within 30 minutes of the redemption. You have to pay the IndianOil Retail Outlet for the value of the product, if you have already taken the same.

F. Profile Updation

Whenever there is any change in your profile like Address, Mobile No., Etc, the same has to be conveyed to us immediately by contacting our call centre. Corporate Members can also follow the said method for updating any change in their authorized representative name.

You will not be eligible for any of the benefits as mentioned above.

G. Web Site and Help Line

All members/visitors can register themselves with the web site and obtain a Login Id and Password. A visitor can also register for virtual card membership. Members can also get to know their account details for the past one year for Application Form, give feedbacks, block lost/stolen/damaged card etc. They will also get the benefit of various Online sales promotions and offers from time to time. The site also provides information on the alliance partner details as per their categories.

An IVRS-based Helpline facility is available on which you can get information on points collected. It can also be used for making redemption requests, lost/damaged card notifications, requests for fresh PIN replacements and more. for contact details.

The Customer Service Executive will be available 24 x 7 on Toll Free No 1800 22 8888

Yes, you can check the full text of the updated Terms & Conditions on our web site www.xtrarewards.com.