Skip to main content
logo
hero banner

Customer Service Specific Terms

Rewards Program – Customer Service-Specific Terms

Preamble

These Customer Service-Specific Terms (the “Terms”) set out the terms and conditions governing your access and use of the RewardsCentral Portal (the “Rewards Portal”), and any of the services provided therein. Please read these terms carefully, as it applies when you access the Rewards Portal and use the services offered on or through the Rewards Portal.

The Rewards Portal is operated by Ascenda Loyalty Pte. Ltd., a company incorporated in Singapore with its registered office at 380 Jalan Besar, #12-10, Singapore 209000 and their respective successors, assigns and affiliates (collectively “Ascenda”).

When you read this Policy, "Customer", "you", "your", or "yours" mean a user of the Rewards Portal and the words "we", "our" and "us" refer to Ascenda.

The Terms incorporate and must be read in conjunction with the Privacy Policy and any other terms, schedules, agreements and policies incorporated by reference.

By making a transaction, accessing the Rewards Portal or using the Services, you acknowledge and confirm that you have reviewed, understand and agree to be bound by these Terms. If you do not agree to these Terms, then you must not access the Rewards Portal or use any of the Services. Ascenda may at any time change these Terms and any continued access and/or use of the Rewards Portal shall be conditioned upon acceptance of the updated Terms.

Please note that these terms relate only to your access and use of the Rewards Portal operated by Ascenda. 

1. General Redemption Terms

Redemptions with us and Third-Party Service Providers:

1.1 You agree and acknowledge that the Rewards Portal is made available to you directly by Ascenda, and that the loyalty currency that may be earned and redeemed by you (“Points”) for a product, offer or service (the “Redemption”) made through the Rewards Portal are subject to the applicable Terms and any additional terms and conditions displayed on the Rewards Portal. Further, additional terms and conditions of an affiliate, agent, representative or other third party that assists us in providing the Rewards Portal to you, that supports our internal operations, or that provides other services related or connected to, or provided through the Rewards Portal (“Third-Party Service Providers”) may apply to your Redemptions.

1.2 Additional terms and conditions of Third-Party Service Providers may apply to your Redemptions, as displayed on the Rewards Portal. Please read these additional terms and conditions carefully. You agree to abide by the terms and conditions of purchase imposed by any Third-Party Service Providers with whom you elect to deal, including but not limited to, payment of all amounts when due, and compliance with the Third-Party Service Provider’s terms and conditions regarding availability and use of products or services, including the signing of their liability waiver and/or any amendment or cancellation policies or regulations prior to purchasing their products or participating in the service and/or activity they offer. You understand that any violation of any such Third-Party Service Provider’s terms and conditions may result in cancellation of your Redemption(s), in your being denied access to the applicable products or services, in your forfeiting any monies paid for such products or services, and/or in the debiting or deduction of your rewards points for any costs incurred as a result of such violation.

1.3 You acknowledge and accept that except as otherwise indicated, all product and/or services offered on the Rewards Portal are sold/issued by us or the relevant Third-Party Service Provider, as indicated in the specific product listing, description or terms on the Rewards Portal, as the merchant on record.

1.4 Upon placing a Redemption request, your Redemption will be processed by us, but shall only be deemed as accepted upon our confirmation (which shall be communicated to you via such channels or mediums as we determine). Upon submitting your Redemption request, you authorize us to facilitate the fulfilment of your Redemption, including making payment arrangements with relevant Third-Party Service Provider and sharing any information from you with relevant Third-Party Service Providers as necessary.

1.5 You acknowledge that you shall be responsible for ensuring the accuracy of all Redemptions made by you and that each Redemption shall be deemed to be irrevocable and non-cancellable (except as may be permitted under the respective cancellation policies of the Redemption displayed on the Rewards Portal) upon submission on the Rewards Portal, and we shall be entitled to process such Redemption(s) without any further reference or notice to you.

1.6 Upon your Redemption being accepted as communicated to you by or through the Rewards Portal (whether by automated means or otherwise) by us and/or the relevant Third-Party Service Provider, a contract ("Customer Contract") is formed between you and us and/or the Third-Party Service Provider (as the case may be) in respect of your relevant Redemption.

1.7 You agree that we and/or the relevant Third-Party Service Provider shall have the right to terminate a Customer Contract with immediate effect in the event that the relevant product and/or service has been mispriced on the Rewards Portal or for any other reason as determined by us and/or the relevant Third-Party Service Provider in their absolute discretion.

1.8 You acknowledge and warrant that you have not relied on (a) any term, condition, warranty, undertaking, inducement or representation made on behalf of or by us and/or any Third-Party Service Provider which has not been stated expressly in a Customer Contract, or (b) any descriptions or illustrations or specifications contained on the Rewards Portal, and/or any document including any catalogs or publicity material produced by us and/or any Third-Party Service Provider. You also acknowledge and agree that to the extent applicable under any laws, the exclusion of warranties, exclusion of liability and exclusion of remedies in the Customer Contracts allocate risks between the parties and may permit us and/or the relevant Third-Party Service Provider to provide their products and/or services at lower fees or prices than they could have otherwise provided, and you agree that such exclusions of warranties, liabilities and remedies are reasonable.

Rates and Payment

1.9 All payments are made to and processed by us (whether by ourselves or through a third-party payment processor). You acknowledge that when you make a Redemption on the Rewards Portal, you authorize us to collect payment for the total price displayed from you on our behalf and/or other Third-Party Service Provider, if applicable. Hence, you acknowledge and agree that unless otherwise stated, your payment card will be charged by us and/or the necessary deduction will be made from your Points balance for the total price (including without limitation the Redemption’s rate displayed on the Rewards Portal, plus tax recovery charges, taxes and any other fees, as applicable and stated on the Rewards Portal).

1.10 In calculating the amount payable, we shall have the right to round up a nominal amount (such as 1 cent) for each line item to account for variances in the way we and our Third-Party Service Providers handle currency conversions. The currency rates used for any currency conversions on the Rewards Portal are based on various publicly available sources and should be used as guidelines only. Currency rates are not verified as accurate, and actual rates may vary.

1.11 Any prices and rates posted are subject to change without prior notice and at our absolute discretion or that of the relevant Third-Party Service Provider. Data provided on the Rewards Portal may include rounding. We assume no responsibility for errors (including factual or other inaccuracies or typographical errors) or omissions (if any) present on the Rewards Portal unless such error or omission is attributable to our willful misconduct or gross negligence.

1.12 We expressly reserve the right to correct any pricing errors on the Rewards Portal and/or pending Redemptions made at an incorrect price. In such event, subject to availability, we will offer you the opportunity to keep your pending reservation at the corrected price or will cancel your Redemption without penalty.

1.13 The inclusion or offering of any products or services on the Rewards Portal does not constitute any endorsement or recommendation of such products or services by us. Customer review ratings displayed on the Rewards Portal are intended as general guidelines only, and we do not guarantee the accuracy of these ratings.

2. Points Transfers

2.1 The terms in this section apply to transfers of Points into the loyalty and rewards currencies (“Transfer Partner Points") of other loyalty and rewards programs (“Transfer Partner Loyalty Programs") (collectively referred to as “Points Transfers”) on the Rewards Portal.

Points Transfer Requirements:

2.2 You are required to have a valid account (“Transfer Partner Account”) in the receiving Transfer Partner Loyalty Program in order to complete a Points Transfer. It is your responsibility to enroll in the respective Transfer Partner Loyalty Program prior to requesting a Points Transfer.

2.3 We require, at a minimum, the following information from you in order to facilitate a Points Transfer:

(a) Your first name and last name;

(b) the selected Transfer Partner Loyalty Program and your Transfer Partner Account number; and

(c) the number of Transfer Partner Points to be credited.

2.4 The name on your primary Rewards Portal account (“Customer Account”) and the name on your Transfer Partner Account must be the same. You may not transfer Points to a Transfer Partner Account held by any other person, except yourself. Your Transfer Partner Account number entered during the redemption process must match the number on your Transfer Partner Account. Mismatched membership numbers or names may cause transfer failures or delays.

2.5 Points will be deducted from your Customer Account balance upon submission of a redemption request for a Points Transfer. In the event a Points Transfer fails, the respective Points are credited back to your Customer Account.

2.6 Receipt or availability of Transfer Partner Points resulting from a Points Transfer will vary by Transfer Partner Loyalty Program. Points Transfers are usually completed within 1 day but may take up to 20 days to be reflected in your Transfer Partner Account. In the event of a failed transfer of Points into Transfer Partner Points, the respective Points are credited back to your Customer Account.

2.7 Once the Points have been redeemed for Transfer Partner Points, the expiry and value of those Transfer Partner Points are subject to the terms and conditions of the Transfer Partner Loyalty Program. We do not endorse or guarantee the availability of or warrant any redemption options in the Transfer Partner Loyalty Programs. We are not responsible for the terms of the Transfer Partner Loyalty Programs or any actions whatsoever by an operator of a Transfer Partner Loyalty Program. Please check the terms of the respective Transfer Partner Loyalty Program for all applicable terms and conditions.

2.8 All Points Transfers redemptions are final and cannot be cancelled, reversed, refunded or exchanged for any other payment or Redemptions.

General Points Transfer Terms:

2.9 By requesting a Points Transfer, you are authorizing us to send certain details to the Transfer Partner Loyalty Program that you have selected, including, but not limited to, your name, your Transfer Partner Account number, and the number of Transfer Partner Points to be credited to your Transfer Partner Account.

2.10 Points Transfers are based on the conversion ratios (i.e. the number of Points required to be redeemed for each Transfer Partner Point) and may be subject to a minimum transfer amount (expressed as a minimum number of Points or minimum number of Transfer Partner Points per Points Transfer) set out on the Rewards Portal.

2.11 The availability of Transfer Partner Loyalty Programs, conversion ratios and minimum transfer requirements may vary from time to time and are subject to change without notice.

3. Travel Bookings

The terms in this section apply to Redemptions made for hotel stays and flights (“Travel Bookings”).

Travel Booking Terms

3.1 We make available instant online travel bookings on the Rewards Portal, enabling you to make online travel bookings for flights and hotel stays (“Travel Products”). The prices of the Travel Products will be displayed on the Rewards Portal.

3.2 You will have the ability to redeem a Travel Booking by Points or a combination of Points and fiat currency by card payment. The prevailing prices will be displayed on the Rewards Portal.

3.3 When a redemption is made, Points are deducted from your account and any amount payable by payment card (if applicable) is charged to your payment card instantly upon checkout on the Rewards Portal.

Travel Booking Requirements

3.4 We require, at a minimum, the following information from you in order to facilitate a Travel Booking:

3.4.1 the travelers’ first name and last names;

3.4.2 the main traveler’s email address and/or phone number;

3.4.3 details of the selected Travel Booking(s); and

3.4.4 any other information that we may require in order to fulfil your Travel Booking, for example the date of birth and nationality of the travelers.

3.5 We will provide you with confirmation that the Travel Booking has been successfully completed or confirming that the travel booking request has failed and why it failed. In the event of a failed travel booking, the respective Points are credited back to your account and any card payment is refunded to your payment card.

Consent

3.6 If you are below 18 years old, you must obtain consent from your parent(s) or legal guardian(s), their acceptance of these Terms and their agreement to take responsibility for: (i) your actions; and (ii) your acceptance and compliance with these Terms. If you do not have consent from your parent(s) or legal guardian(s), you must not make any Travel Bookings. 

Taxes

3.7 The tax recovery charges on Travel Bookings are a recovery of the estimated taxes (e.g. sales and use, occupancy, room tax, airport tax, excise tax, value added tax, etc.) that we pay to the relevant Third-Party Service Provider (e.g. a hotel, hotel supplier or airline) in connection with your Travel Booking. Our Third-Party Service Providers charge us for such tax amounts. The Third-Party Service Providers are responsible for remitting these amounts to the applicable taxing jurisdictions. Taxability and the appropriate tax rate may vary greatly by location. The actual amounts we pay to the Third-Party Service Providers in connection with taxes may vary from the tax recovery charge, depending upon the rates, taxability, etc. in effect at the time of your actual use of the Travel Booking. In certain jurisdictions, VAT, GST or other similar taxes may be imposed on the booking price or the compensation we retain for their services. The actual tax amounts on our services, if any, may vary depending on the rates in effect at the time of consumption of the Travel Booking.

3.8 In some cases, the Third-Party Service Providers (e.g. a hotel, hotel supplier or airline) may collect additional taxes (e.g. city tax, tourism tax) and/or fees (e.g. resort fees) from you in connection with your Travel Booking which are not included in the displayed redemption price on the Rewards Portal. If applicable, you will need to pay such amounts directly to the respective Third-Party Service Provider in the manner they ask you to.

Travel Destinations

3.9 You agree and acknowledge that, in respect of any travel destination displayed or made available on the Rewards Portal:

3.9.1 you are responsible for complying with official conditions and regulations governing entry to any state or territory you wish or attempt to enter and for ensuring that your travel documents, such as passports and visas, are valid and in order and that you meet any other foreign entry requirements, including, but not limited to, proving your identity or health status, financial resources or reasons for entry. We have no special knowledge regarding foreign entry requirements or travel documents. We urge you to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations;

3.9.2 you must consult the relevant embassy or consulate for passport and/or visa information regarding your intended countries of destination. Requirements in relation thereto may change, and you should check for up-to-date information in good time before booking and departure. We will not be liable if you are refused entry onto any flight or into any country due to failure on your part to carry the correct passport, visa or other documents required by any airline, authority or country, including countries you may only be transiting through. This includes all stops made by the aircraft even if you do not leave the aircraft or airport;

3.9.3 it is your responsibility to ensure that you obtain the recommended inoculations/vaccinations, take all recommended medication, and follow all medical advice in relation to your trip; and

3.9.4 We do not own or operate flights, hotels or other travel -related facilities and are not liable for any service failures or shortcomings on the part of such owners or operators or for any information or guidance they may give you.

3.10 We do not represent or warrant that travel to destinations offered on the Rewards Portal, whether by us or any Third-Party Service Provider, is advisable or without risk and we will not be liable for any losses that may result from travel to such destinations. You should consult information and follow guidance provided by the authorities in your country regarding advisability of travelling to other countries and obtain insurance cover if appropriate.

Travel Booking Changes

3.11 Hotel bookings: Changes to hotel bookings are not permitted. If you wish to change dates, room categories or other elements of your travel booking, you must cancel your travel booking subject to the applicable booking terms, get a refund and then make a new booking.

3.12 Flight bookings: Changes are permitted to flight bookings, subject to the administrative fees set out below and subject to the applicable booking terms.

Travel Booking Cancellations

3.13 Hotel bookings: Cancellations can be triggered online through the Rewards Portal. Depending on the booking terms, you may receive a full refund, or a partial or no refund if there are cancellation penalties. Each cancellation is subject to the applicable cancellation conditions set out in the respective booking terms.

3.14 Flight bookings: Cancellations are permitted, subject to an admin fee as set out below and subject to the applicable booking terms). Depending on the booking terms, you may receive a full refund, or a partial or no refund if there are cancellation penalties. Each cancellation is subject to the applicable cancellation conditions set out in the respective booking terms.

Administrative Fees

3.15 Subject to the terms and conditions applicable to your Travel Booking, as described above, you may cancel or change your Travel Booking subject to the administrative fees stated below, which will apply in addition to any charges according to applicable rates, tax recovery charges and service fees.

3.16 Administrative fees for the cancellation or change of a Travel Booking are as follows:

3.16.1 Flight booking: USD 50.00 plus 5% of the refundable amount paid by payment card (if any)

3.16.2 Hotel booking: 5% of the refundable amount paid by payment card (if any)

Other Terms

3.17 Certain Travel Bookings made on the Rewards Portal are facilitated by Expedia Partner Solutions, subject to the EPS Terms and Conditions.

3.18 Flight bookings are facilitated by Ascenda Travel Pte. Ltd, our wholly owned subsidiary.

4. Cash Back

The terms in this section apply to the redemption of Points for fiat currency (i.e. cash) (“Cash Back Redemption”). Cash Back Redemptions might be facilitated back to your account with your financial institution or to a digital wallet in fiat currency held with one of our Third-Party Service Providers (“Wallet”).

General Cash Back Redemption Terms

4.1 You will have the ability to receive cashback through a redemption of your Points on the Rewards Portal. The prevailing redemption rates will be displayed on the Rewards Portal.

4.2 Upon a Cash Back Redemption, the Points are deducted from your account instantly upon checkout on the Rewards Portal. In the event of a failed redemption, the respective Points are credited back to your Customer Account.

4.3 All Cash Back Redemptions are final and cannot be cancelled, reversed, refunded or exchanged for any other payments and/or Redemptions.

Cash Back with your financial institution

4.4 Cash Back Redemptions are credited to you directly by your financial institution (for example in the form of a payment card statement credit or a credit to your bank account or wallet balance with your financial institution).

4.5 Cash Back Redemptions might be governed by applicable terms and conditions of your financial institution.

Cash Back to other Wallets

4.6 You are required to have an active account with the receiving Wallet provider in order to complete a Cash Back Redemption. It is your responsibility to sign up for a Wallet account with the respective Wallet provider prior to requesting a Cash Back Redemption to a Wallet.

4.7 We require, at a minimum, the following information from you in order to facilitate a Cash Back Redemption to a Wallet:

4.7.1 Your first name and last name;

4.7.2 the selected Wallet provider and Wallet account number;

4.7.3 the amount expressed in fiat currency to be credited.

4.8 Subject to receipt of that information, we submit the Cash Back Redemption request received from you to the relevant Wallet provider as soon as reasonably practicable. We will provide you with confirmation that the Cash Back Redemption has been successfully completed or confirming that the Cash Back Redemption has failed and why it failed.

4.9 The name on your primary Rewards Portal account (“Customer Account”) and the name on your Wallet account must be the same. You may not make a Cash Back Redemption to a Wallet account held by any other person, except yourself.

4.10 We have no control over Wallet providers, and you are responsible for understanding all applicable terms and conditions of such providers before making a Cash Back Redemption to a Wallet.

5. Digital Gift Cards

The terms in this section apply to the redemption of Points for digital gift cards (“Gift Cards”) from a range of merchants and brands available on the Rewards Portal from time to time (“Gift Card Redemption”).

Gift Card terms

5.1 The prices of the Gift Cards will be displayed on the Rewards Portal.

5.2 All Gift Card Purchases are final and cannot be cancelled, reversed, refunded or exchanged for any other payment and Redemptions.

5.3 All Gift Card Purchases are facilitated and fulfilled our Third-Party Service Providers. By making a Gift Card Redemption you acknowledge and accept the terms and conditions outlined therein.

Gift Card Redemption Requests

5.4 We require, at a minimum, the following information from you in order to facilitate a Gift Card Redemption:

5.4.1 the Gift Card recipient’s first and last names;

5.4.2 the Gift Card recipient’s email address;

5.4.3 quantity and details of the selected Gift Cards; and

5.4.4 any other information that we may require in order to fulfil your Gift Card Redemption, for example the Gift Card recipient’s mobile phone number.

5.5 Subject to receipt of that information, we submit the Gift Card Redemption request received from you to the relevant Third-Party Service Provider as soon as reasonably practicable. We will provide you with confirmation that the Gift Card Redemption has been successfully completed or confirming that the Gift Card Redemption has failed and why it failed.

5.6 Upon Redemption of a Gift Card, the Points are deducted from your account instantly upon checkout on the Rewards Portal. In the event of a failed Gift Card Redemption, the respective Points are credited back to your account.

Other Terms

5.7 You acknowledge and agree that you must not:

5.7.1 re-sell, or permit the re-sale of, any Gift Cards;

5.7.2 use the Gift Card in any manner that will breach any applicable laws.

6. Digital Currency Conversions

The terms in this section apply to Redemptions made for digital non-loyalty currency (including, but not limited to, crypto currencies, carbon offset credits, coins, and other e-wallet currencies) in exchange for Points (“Digital Currency Redemptions”) with our relevant Third-Party Service Providers which facilitate such redemptions (“Digital Currency Provider”)

Digital Currency Redemption Requirements

6.1 You will have the ability to redeem your Points for Digital Currency with our respective Third-Party Service Providers (“Digital Currency Provider”). The prevailing prices will be displayed on the Rewards Portal. You might be required to have a valid account with the Digital Currency Provider in order to complete a Digital Currency Redemption. If applicable, it is your responsibility to sign up for an account with the respective Digital Currency Provider prior to requesting a Digital Currency Redemption.

6.2 We require, at a minimum, the following information from you in order to facilitate a Digital Currency Redemption:

6.2.1 Your first name and last name;

6.2.2 the selected Digital Currency Provider and the selected Digital Currency account number; and

6.2.3 The amount of Digital Currency to be credited.

6.3 Subject to receipt of that information, we submit the Digital Currency Redemption request received from you to the relevant Digital Currency Provider as soon as reasonably practicable. We will provide you with confirmation that the Digital Currency Redemption has been successfully completed or confirming that the Digital Currency Redemption has failed and why it failed.

6.4 Upon placing a Digital Currency Redemption, the Points are deducted from your account instantly upon checkout on the Rewards Portal. In the event of a failed Digital Currency Redemption, the respective Points are credited back to your account.

6.5 The name on your primary Rewards Portal account (“Customer Account”) and the name on your account with the Digital Currency Provider must be the same. You may not make a Digital Currency Redemption to an account held by any other person, except yourself.

6.6 We have no control over Digital Currency Providers, and you are responsible for understanding all applicable terms and conditions of such programs before making a Digital Currency Redemption.

6.7 All Digital Currency Redemptions are final and cannot be cancelled, reversed, refunded or exchanged for any other payment and Redemptions.

7. Other Terms

Points Refunds or Cancellations

7.1 If a purchase transaction for which you have earned Points is reversed or credited to your card account for any reason, the Points earned from such transaction will be cancelled.

7.2 If you have a negative Points balance in your account, any Points you subsequently earn will be applied first to reduce the negative balance. You will not be able to use any Points until your balance becomes positive.

Points Balances

7.3 Points are not your property and you may not transfer or sell them to someone else as a gift or in a legal transaction. They may only be used in accordance with these Terms.

7.4 The terms and conditions on which you earn Points are determined by your financial institution, including but not limited to the types of transactions on which Points may be earned and the applicable earn rate. If your financial institution determines in its sole discretion that your account with it or the Customer Account is not in good standing you will not be permitted to use the Points in your Customer Account. Ascenda is entitled to rely and act upon information provided by your financial institution in crediting or debiting Points to/from your Customer Account.

7.5 Ascenda is entitled to take protective actions in case of actual or suspected abuse or suspicious activity, including: suspending or blocking use of and access to Points in your Customer Account; cancelling Points in your Customer Account; cancelling your Customer Account.

Customer Accounts

7.6 You may have multiple eligible cards and earn Points across different activities in accordance with the applicable terms set by your financial institution. Each Customer shall have one single Customer Account on the Rewards Portal. Accrual and redemption activities shall be integrated and consolidated in this one single Customer Account.

7.7 If your Customer Account on the Rewards Portal has been inactive for a period exceeding one year, we reserve the right to cancel your account and remove all your Points due to inactivity with a 90 days’ prior written notice to you. During that 90 days’ notice period you will have the ability to use the Points in your Customer Account before they are removed.

7.8 If your Customer Account is cancelled on your death, we may permit your representative to access and use the Points on your Customer Account within 90 days.