Consumer Reward Terms

1. Who is involved

There are generally three parties involved in your reward:

The Issuing Business is the business named on your reward or voucher. It decided to offer you the reward, determines whether you qualify for it and determines the amount it will contribute towards your holiday.

ViaResorts is Galactic Media Services Pty Ltd ACN 125 728 627 trading as ViaResorts. ViaResorts operates the ViaRewards platform, administers your reward, processes your redemption and arranges your accommodation booking.

The Accommodation Provider is the hotel, resort or other property providing your accommodation. Unless an offer specifically states otherwise, the Accommodation Provider — rather than ViaResorts or the Issuing Business — supplies the accommodation itself.

ViaResorts does not own or operate the hotels and resorts displayed through ViaRewards.

2. What makes up your booking terms

When you redeem a reward, your booking is governed by:

• these ViaRewards Consumer Reward Terms;
• the particular reward and offer details shown to you;
• any accommodation, cancellation, amendment, occupancy or other conditions shown to you before you confirm your booking; and
• the Accommodation Provider’s applicable conditions.

Any conditions imposed by the Issuing Business about how you qualified for the reward are between you and that business.

Material booking conditions will be disclosed before you confirm your booking. A Booking Confirmation will not be used to introduce a new material restriction that was not disclosed to you beforehand.

For a ViaRewards booking, these terms prevail over ViaResorts’ general website terms to the extent of any inconsistency.

3. Your reward and what you pay

Your reward has a contribution from the Issuing Business. The amount of that contribution is shown on your reward page.

You pay any remaining amount shown when you redeem the reward.

Even where the Issuing Business’s contribution covers the full advertised accommodation amount, ViaResorts may require a minimum customer booking payment of $1. If this applies, it will be shown before you confirm your booking.

Your reward contribution is not cash and cannot be exchanged for cash.

Unless expressly permitted on the reward, a reward may not be sold, auctioned or commercially traded. Transfer to another person is only permitted where the reward or the Issuing Business allows it.

4. What is and is not included

Your reward page will tell you what is included in the holiday, such as:

• the accommodation property;
• room or accommodation type;
• number of nights;
• permitted occupancy;
• meals, credits, transfers or other inclusions; and
• the contribution made by the Issuing Business.

Flights, transfers, meals, upgrades, additional guests, travel insurance and other travel costs are not included unless the offer specifically says they are.

Any compulsory charge that is known and capable of being calculated when you book will be included in, or clearly identified as part of, the total amount payable.

Some properties may require payment of local government taxes, refundable security deposits or charges for optional services and personal expenses. Where known, these will be disclosed before booking.

5. Validity and availability

Your reward will show:

Book by: the date by which you must redeem and make your booking; and, where applicable,

Travel by: the date by which your stay must be completed.

Accommodation is subject to availability. Receiving a reward does not guarantee availability for every date within the travel period.

Your requested dates are not secured until your booking has been confirmed.

We recommend booking well before the expiry date, particularly for weekends, school holidays, peak seasons and other high-demand periods.

Expiry of a reward does not remove any right or remedy you may have under Australian Consumer Law where you were unable to redeem it because of a failure for which ViaResorts or another supplier is legally responsible.

6. Accommodation Provider terms and conditions

All reservations are also subject to the terms, conditions and policies of the Accommodation Provider.

These conditions are determined by the Accommodation Provider and are not set or controlled by ViaResorts or the Issuing Business. They may include requirements relating to check-in and check-out, identification, minimum age, occupancy, children, additional guests, deposits, credit cards, local taxes, resort charges, cancellations, amendments, no-shows, property rules and other conditions of stay.

You should review the Accommodation Provider’s applicable terms and conditions before confirming your booking and ensure that you and all members of your travelling party can comply with them.

Where relevant terms or conditions have been provided to ViaResorts by the Accommodation Provider, they will be made available during the booking process or otherwise brought to your attention before confirmation.

ViaResorts and the Issuing Business are not responsible for conditions independently imposed by an Accommodation Provider, except to the extent required by law.

7. Making a booking

You redeem your reward through the ViaResorts platform.

Submitting dates or making a payment may initially constitute a booking request rather than a confirmed reservation.

Your accommodation is confirmed when:

1. the required funding and customer payment have been received or authorised;
2. the requested accommodation has been accepted by the Accommodation Provider; and
3. ViaResorts issues a written Booking Confirmation, either directly or on behalf of the Accommodation Provider.

Do not make non-refundable flight or other travel arrangements until you have received confirmation of your accommodation.

You are responsible for checking your Booking Confirmation promptly and telling us if any traveller names, dates or other booking information are incorrect.

8. Funding by the Issuing Business

The Issuing Business is responsible for funding the contribution shown on your reward.

ViaResorts is not required to confirm a booking until the required contribution has been funded or otherwise authorised.

If the Issuing Business does not provide the required funding and your booking cannot therefore be confirmed, we will tell you. If ViaResorts has already taken a payment from you for that booking, that payment will be refunded.

Once ViaResorts has issued a confirmed booking, we will not expect you to resolve a funding issue directly with the Accommodation Provider.

Any dispute about whether you qualified for the reward, or whether the Issuing Business was required to provide it to you, should generally be raised with the Issuing Business.

9. Changes, cancellations and refunds

The cancellation and amendment conditions applying to your particular accommodation will be shown before you confirm your booking.

If you choose to cancel, change your dates, fail to arrive, fail to comply with disclosed eligibility or occupancy requirements, or otherwise do not use your booking, any refund or credit will depend on those conditions and your rights under applicable law.

ViaResorts will not impose an additional cancellation or amendment charge unless that charge was clearly disclosed before you confirmed the booking.

Where a refund is due, the amount you personally paid will normally be returned to your original payment method.

The contribution made by the Issuing Business is not payable to you as cash. Where a booking is cancelled or refunded, that contribution may instead be returned, credited or restored to the Issuing Business or to the reward program.

Nothing in this section limits any refund, replacement or other remedy to which you are entitled under Australian Consumer Law.

10. If the accommodation becomes unavailable

Sometimes an Accommodation Provider may be unable to honour a requested or confirmed stay because of closure, overbooking, operational problems, natural disasters or other circumstances.

If this happens before your booking is confirmed, ViaResorts may offer you different dates, another suitable property or the restoration of your reward and refund of any amount you have paid.

If it happens after confirmation, ViaResorts will work with the Accommodation Provider to obtain the remedy available under its booking conditions and applicable consumer law. This may include alternative accommodation, different dates, a credit or a refund.

Where reasonably available, we may offer you comparable alternative accommodation. You do not have to accept a materially different alternative in place of a remedy to which you are otherwise legally entitled.

ViaResorts does not guarantee that an alternative property will always be available or undertake to fund additional accommodation costs caused solely by an independent Accommodation Provider, except where ViaResorts is required to do so by law or has expressly agreed otherwise.

11. Events outside reasonable control

Travel can be affected by events such as severe weather, natural disasters, government restrictions, civil disruption, transport interruption or other events outside the reasonable control of you, ViaResorts or the Accommodation Provider.

Your rights in those circumstances will depend on the nature of the event, the applicable Accommodation Provider conditions and Australian Consumer Law.

ViaResorts will reasonably assist you in obtaining any refund, credit, rescheduling or alternative offered by the Accommodation Provider.

Travel insurance is strongly recommended.

12. Information provided by the Issuing Business

The Issuing Business may describe or promote your reward in its own advertising, emails, sales material or communications.

The Issuing Business is responsible for representations it independently makes about:

• why you qualified for the reward;
• what you had to do to receive it;
• the amount it agreed to contribute; and
• any other promise it makes independently of ViaResorts.

ViaResorts is responsible for information and representations made by ViaResorts itself.

If something you were told by the Issuing Business appears inconsistent with the ViaRewards offer presented to you, contact the Issuing Business or ViaResorts before booking.

These terms do not remove any rights you may have under Australian Consumer Law in relation to misleading or deceptive statements made by either business.

13. Your travel responsibilities

You are responsible for providing accurate traveller information and for making sure that all travellers meet the requirements of the booking.

This includes responsibility for passports, visas, entry requirements, health requirements, insurance and any other documents required for your trip.

You must also comply with reasonable rules of the Accommodation Provider, including check-in requirements, occupancy limits and rules concerning damage or conduct at the property.

Unless the reward specifically provides otherwise, the lead traveller making the booking must be at least 18 years old.

14. Misuse, duplicate rewards and fraud

Each reward may only be redeemed in accordance with the conditions under which it was issued.

ViaResorts may suspend a reward or booking where there are reasonable grounds to believe that a voucher has been duplicated, fraudulently obtained, altered, sold contrary to these terms or otherwise misused.

If a reward was issued in error, ViaResorts may also suspend redemption while the matter is checked with the Issuing Business.

This section does not permit ViaResorts or an Issuing Business to cancel a valid consumer entitlement arbitrarily or remove rights you have under applicable law.

15. Privacy

The Issuing Business may provide ViaResorts with information needed to administer your reward, such as your name, contact details and reward reference.

When you make a booking, ViaResorts may provide information reasonably required to the Accommodation Provider and other service providers involved in completing your booking. Because many ViaRewards properties are overseas, these recipients may be located outside Australia.

Personal information is handled in accordance with the ViaResorts Privacy Policy and applicable privacy law.

16. Our role and responsibility

ViaResorts is responsible for providing its own platform, payment administration and booking services with the care and skill required by law.

Unless specifically stated otherwise, ViaResorts does not itself provide the hotel accommodation and is not responsible for the independent acts or omissions of an Accommodation Provider or Issuing Business to the extent permitted by law.

Nothing in these terms excludes or limits liability that cannot lawfully be excluded or limited.

17. Your consumer rights

Our services come with rights and guarantees that cannot be excluded under the Competition and Consumer Act 2010 (Cth) and the Australian Consumer Law.

Among other things, services supplied to consumers must be provided with due care and skill and, where applicable, be reasonably fit for their disclosed purpose and supplied within a reasonable time.

Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.

18. Changes to these terms

ViaResorts may update these terms from time to time for future rewards and future bookings.

A confirmed booking remains governed by the version of the terms that applied when you made that booking, unless:

• a change is required by law; or
• the change benefits you and does not materially reduce your existing rights.

The current version will always show its most recent update date.

19. Governing law

For Australian consumers, these terms are governed by the laws of New South Wales and the Commonwealth of Australia.

The courts and tribunals of New South Wales have non-exclusive jurisdiction, subject to any rights you have to bring a claim or complaint elsewhere under applicable consumer law.

20. Questions or problems

If your question is about whether you qualified for the reward, what you had to do to receive it, or something the Issuing Business told you: contact the Issuing Business. Its details will be shown on your reward page or communication.

If your question is about the accommodation, dates, payment, redemption or an existing booking: contact ViaResorts through the Booking Support Centre or the contact details shown on your reward page.

If a problem arises with your booking, please contact us as soon as reasonably possible so that we have an opportunity to assist in resolving it.