Terms & conditions
Dear Guest,
Find below the rules related to the Etihad Guest Reward Shop.
1. Etihad Guest Reward Shop Rules
1.1 Use of the Reward Shop
The Reward Shop is the reward section of the web site for the Etihad Guest programme. The use of the Reward Shop is exclusively for Etihad Guest Members who can enter into legally binding agreements under the applicable law. The rules relating to the use of the Reward Shop are set out below
By accessing this Site and making transactions through the Reward Shop, specifically by clicking the "I AGREE" button, you expressly indicate your acknowledgment and acceptance of the Rules Applicable to the Reward Shop.
You have the possibility to redeem Etihad Guest points in accordance with the following four redemption types: Buying, Donating, Raffle and Bidding, to obtain Rewards. Rewards consist of Flight Rewards and Non-Flight Rewards.
Flight Rewards are offered by Etihad Airways and its partner airlines. These are offered subject to the Terms & conditions of the Etihad Guest Programme and the individual conditions of contract and the Terms & conditions of Carriage of the airline.
Non-Flight Rewards consist of any goods or services purchased by you, by buying or bidding, or awarded to you in a raffle and sold, auctioned, awarded and distributed by independent Merchants that make available such Rewards directly to you via the Reward Shop. Taking advantage of these services you will be entering into a legal relationship with the Merchant. To the extent permitted by law, Etihad Airways and any party managing and/or operating its Reward Shop on its behalf (shop operator) exclude all liability to you or other person of whatsoever nature in respect of any negligence, willful misconduct, poor service or other breach of obligation arising out of the provision or failure to provide the services by or on behalf of a Merchant.
You may only use this Site and the Reward Shop to make non commercial, legitimate reservations or Reward purchases or benefit from other redemption types and shall not use the Site or the Reward Shop for any other purposes, including making any speculative, false or fraudulent reservations or Reward purchases or other Reward redemptions. Rewards on the website are subject to availability at the time of booking and country of shipment.
1.2 Reward Redemption
Buying:Through this redemption type, you have the possibility to redeem Etihad Guest points by purchasing Rewards from Merchants in exchange for Etihad Guest points, cash, or a combination thereof. For details on Reward Payment, Reward Redemption and Returned, Delayed and Defective Rewards, see also Sections 10.5 and 10.6 below.
Donating:Through this redemption type, you have the possibility to redeem Etihad Guest points by making donations or contributions to charitable or other institutions. Donations can only be made in Etihad Guest points and no cash donations can be made through the Reward Shop. There is no minimum donation requirement.
Raffle:Through this redemption type, you have the possibility to redeem Etihad Guest points by purchasing raffle tickets for such amount of Etihad Guest points as specified in the Reward Shop for each specific raffle, provided that you have sufficient Etihad Guest points available on your Account. Raffle tickets can only be redeemed against Etihad Guest points and no raffle tickets can be purchased in cash. You have the possibility to purchase multiple raffle tickets for the same draw. Winners of the raffle will be informed by email. For specific raffle rules, see Section 10.7 below.
Bidding:Through this redemption type, you have the possibility to redeem Etihad Guest points by purchasing rewards by auction. Auction bids can be settled either in points, cash or any combination thereof. Decisions as to what constitutes a qualifying bid, as well as exceptions, will be made at the sole discretion of Etihad Airways. Although these rules refer to the term ?Auction?, it is important to note that neither Etihad Airways nor its shop operator is an "auctioneer? in the traditional sense. Instead, Etihad Airways allows you to bid for and acquire Rewards offered by Merchants in the Reward Shop using mileage bids in an auction-style format commonly referred to as "auction". Winners of the auction will be informed by email after the auction period defined in the Reward Shop. For specific bidding rules, please see Section 10.8 below.
1.3 Relationship between You and Merchant:
Every time you purchase, by auction or otherwise, or are awarded, a Reward via the Reward Shop, you directly enter into an agreement with the Merchant. Etihad Airways and its shop operator only provide the access and the technical platform for you to directly redeem Rewards from the Merchant, whether it is through Reward purchases, auctions or raffles. Neither Etihad Airways nor its shop operator becomes party to the transaction between you and the Merchant. The relationship between you and the Merchant is exclusively governed by the specific Terms & conditions of the Merchant. Etihad Airways strongly recommend that you check the Terms & conditions of the Merchant prior to redeeming any Reward. Please contact the merchant in case of non-delivery of the reward beyond the estimated delivery time stipulated on the order confirmation page. Any non-delivery claims received later than 3 months from order date can no longer be processed.
1.4 Reward Payment
When purchasing Rewards via the Reward Shop, you can pay for such Rewards either (i) in cash by credit card, (ii) with Etihad Guest points, or (iii) with a combination of cash and Etihad Guest points.
Cash Payment by Credit Card:For cash payments by credit card, the Reward Shop uses a secure Credit Card Internet Gateway Service (3D Secured/Verified by Visa). The amount as indicated in the Reward Shop for the respective Reward will be collected on behalf of Etihad Airways or the Merchant as the case may be.
Payment with Etihad Guest points: You have the alternative to buy a Reward for such amount of Etihad Guest points as indicated for each Reward in the Reward Shop, provided that you have sufficient Etihad Guest points available on your account at the time of purchasing a Reward. Etihad Guest points that are not yet accrued and credited to your account at the time you place the purchase order are not available for Reward purchase. Etihad Guest points are deducted from your account as soon as the Reward is purchased.
The amount of Etihad Guest points necessary for the purchase of a Reward is determined by Etihad Airways and Etihad Airways has the right, at any time, to change the amount of Etihad Guest points necessary to purchase a Reward in the Reward Shop. The conversion of Etihad Guest points into a cash amount can differ from Reward to Reward and can be determined and/or changed by Etihad Airways at any time and at its sole discretion.
The conversion of Etihad Guest points into a cash amount and the payment of such cash amount to you or any similar transactions are not possible, not even in case of return of the product or services or the cancellation of Etihad Guest membership by you.
Any Rewards purchased by you with Etihad Guest points that have not been properly debited to your account can be reclaimed by Etihad Airways at any time without compensation.
In case you pay a Reward with a combination of cash and Etihad Guest points, the ratio between cash amount and Etihad Guest points amount necessary for the purchase of a Reward is determined and can be changed by Etihad Airways at any time and at its sole discretion.
1.5 Terms of Reward Redemption
You must agree and acknowledge that separate Terms & conditions dictated by the relevant Merchant will apply to any Reward redemptions via the Reward Shop. You must agree to abide to such applicable Terms & conditions, including but not limited to, rules and restrictions on availability, shipment and delivery terms, notification of defects, return and refund policies, money back guarantees and claim for damages.
In case of purchase of vouchers or gift certificates via the Reward Shop and if such order has not arrived at your delivery location within 15 days of the shipment date, Etihad Airways may, upon a written request from you which should be received within 60 days of the shipment date, cancel and replace such order, provided you submit a properly completed affidavit of claimant. Upon receipt of such affidavit Etihad Airways will initiate a review process. The voucher or gift certificate may or may not be replaced, depending upon the outcome of such review. Etihad Airways will not replace any lost or stolen vouchers or gift certificates if the affidavit of claimant was not received within the 60-day period from date of shipment. To initiate the investigation, you should contact the Etihad Guest Service Centre. Vouchers and gift certificates are not replaceable if lost, stolen, destroyed or expired.
Where indicated, the prices on the Reward Shop include delivery fees. Nevertheless, for some Rewards, you may be charged and may bear in addition local duties and taxes such as for example VAT and/or luxury taxes. Please check with your local authorities prior to ordering a Reward.
1.6 Returned, Delayed and Defective Rewards:
In the event of purchasing Rewards in the Reward Shop, you expressly agree and accept that any claim, compensation or damage for wrong or delayed handling and for returned, defective or faulty Rewards can only and exclusively be made against the Merchant, in accordance with the Merchants Terms & conditions. Any complaints for delayed deliveries or returned, defective or faulty Rewards shall be addressed directly and exclusively to the Merchant. Returns must be made immediately, in the same condition in which you received the rewards and at your own cost and risk. Any refunds will be in the form and currency of the original method of payment. If a Reward is damaged in transit then you should not accept such package and the delivery company will be responsible for arranging the replacement.
Where indicated, the prices on the Reward Shop include delivery fees. Nevertheless, for some Rewards, you may be charged and may bear in addition local duties and taxes such as for example VAT and/or luxury taxes. Please check with your local authorities prior to ordering a Reward.
In case of (i) returns in accordance with the applicable Terms & conditions of the relevant Merchant, or (ii) unsuccessful delivery due to your actual fault (e.g., insufficient or incorrect delivery address or no physical acceptance of Reward at delivery address) you may be charged with incurred credit card fees, additional delivery and handling fees, and any other taxes and expenses in connection therewith. You will be required to pay these charges in points equivalent or cash, depending on the nature of the original redemption transaction.
The delivery times indicated on the Reward Shop are non binding estimates only. Delays can and do happen for various reasons. You cannot withdraw from a Reward purchase or get compensation due to delivery times exceeding the estimated delivery time indicate on the Shop.
1.7 Raffles
Eligibility:To be eligible to participate in a raffle, you must meet the eligibility requirements described in Section 2.1 of these Terms & conditions You must have enough accrued Etihad Guest points on your account, at the time of purchasing a raffle ticket. Etihad Guest points that are not yet accrued and credited to your account at the time you place the purchase order are not available for purchase of raffle tickets. Etihad Guest points are deducted from your Etihad Guest Account as soon as a raffle ticket is purchased.
Specific Raffle Rule:
- In order to participate in a raffle, you must purchase at least one raffle ticket. You have the possibility to purchase multiple raffle tickets for the same draw. Multiple raffle tickets will mean multiple raffle entries, and thus multiple chances to win in the draw.
- The purchase of a raffle ticket and therefore the participation in the specific draw is considered "completed" once you see the respective confirmation page. In case the purchase for a raffle ticket is interrupted and the confirmation page is not displayed, you must repeat the purchase process.
- After the purchase of raffle ticket, you will automatically participate in the specific draw you purchased the raffle ticket for.
- Sale of raffle tickets for a specific raffle closes when the specified number of Etihad Guest points has been redeemed against raffle tickets for this specific raffle. Raffle period, time and date of draw and all other applicable terms will be established by Etihad Airways for each raffle and be published on the Reward Shop at least 30 days prior to the draw.
- After a raffle is closed, a blind draw of one winning ticket and two substitute tickets from all sold tickets will be held no later than 15 days after the closure of a raffle. The winner will be the person whose ticket number is first chosen at the blind draw. The decision of Etihad Airways will be final and binding on all entrants and no correspondence will be entered into.
- The winner will be informed by email. The winner will be required to fax a copy of the confirmation page of its winning ticket and confirm their identity and legal age by faxing the relevant page of their passport, driving license or national identity card to Etihad Airways. Following receipt and verification of the details above, the winner will be contacted in order to make arrangements for delivery of the Reward.
- The winner explicitly agrees that its name and place of residence (country and state) as well as the number of Etihad Guest points invested in the respective raffle can be displayed in the Reward Shop for a certain period following the raffle.
- The conversion of a raffle Reward into a cash amount and the payment of such cash amount to the winner or any similar transactions are not possible.
- Etihad Airways will store the winning prize free of charge for 15 days after notifying the winner. If the Reward is not claimed at the expiration of this grace period, a storage charge may be applied.
- In case the winner does not, for any reason whatsoever, accept or claim a raffle Reward, or should it be determined that the winner was not eligible to participate in or was expelled from the raffle for any reason, such winner shall forfeit all Etihad Guest points redeemed for such Reward item and the Reward shall be awarded to the substitute winners, in the sequence of their draw. If necessary, a new winner shall be drawn from the existing raffle ticket pool.
- Etihad Airways reserves the right to cancel any raffle, for any reason, before or after all or some of the raffle tickets have been sold. In these circumstances Etihad Airways will return the ticket purchase cost to all participants in the cancelled raffle without obligation to pay any interest whatsoever.
- By purchasing a raffle ticket in the Reward Shop, you confirm that you are not breaching any laws in your country of residence regarding the legality of entering the raffle. In case you participate in a raffle although applicable jurisdiction prohibits raffles and/or raffle participation, Etihad Airways reserves the right not to ship the raffle reward and still deduct the relevant points from your account. Etihad Airways and its shop operator will not be held responsible if you enter into any raffle unlawfully. If in any doubt you should check with the relevant authorities in your country.
- The winner explicitly agrees to bear the cost of customs, VAT,
and any other related taxes or fees and Etihad Airways and the shop operator reserve the right to invoice the winner for said fees.
1.8 Auctions
Eligibility:To be eligible to participate in an auction, you must meet the eligibility requirements described in Section 2 of these
Terms & conditions You must have a minimum of 1 mile on your Etihad Guest account.
Specific Bidding Rules
- In order to participate in an auction, you must be a registered member of the Etihad Guest programme and you must have a minimum of 1 Etihad Guest mile on your account at the time of placing a bid.
- For each specific auction Reward you wish to bid for, you must place the required minimum bid in Etihad Guest points. In case your bid exceeds the number of Etihad Guest points available on your account at the time of placing the bid and provided you have the winning bid at the time of auction closure, the bid amount will have to be settled in accordance with Section 10.8.2.i.
- For auctions where you can place Maximum Bid, system will place bidding iteration on your behalf till your Maximum Bid is reached. If you have placed a Maximum Bid (higher than the required Minimum Bid), the system will automatically increase the bid on your behalf, using only as much of your Maximum Bid as is required to keep you in the winning lot. The Maximum Bid is the highest price in points you are willing to pay for the item.
- Multiple quantities of the same Reward items may be listed as a multi-item auction. In a multi-item auction bidders must specify both the quantity of items they want to bid for and the bid price per item.
- In case during your bid placement process some other member places a bid before you, then system will prompt you when you submit your bid and in that case you will have to modify your bid amount based on the modified minimum bid.
- System will allow you to place a bid only if no bidding iteration is in progress else you will see a message informing you the same.
- System will not allow you to place another bid if you have already placed a bid for the same quantity and it has not reached its Maximum Bid.
- Bidding period, minimum points requirement, bid increments depending on Reward value, and all other applicable terms will be established by Etihad Airways for each bidding Reward item published on the Reward Shop.
- A bid is considered "completed" once you see the respective confirmation page. In case the registration for a specific bid is interrupted and the respective confirmation page is not displayed, you must resubmit your bid after checking Your Auctions page under My Rewards.
- Once a bid is completed, you cannot retract or withdraw the bid nor can the bid be decreased. However, your bid can be increased by you at any time during the ongoing bidding process by placing a higher bid.
- In case a bid is registered after the bidding period has elapsed, such bid is not eligible.
- Should your bid be determined the winning bid, this will constitute a legally binding contract and you will receive an email notification with a link to the Your Auctions section of the Etihad Guest Reward Shop. There, you will have to settle the winning bid amount as stated in the Auction Details either in points, cash or any combination thereof, depending on the number of points available in your account. Should you not wish to settle your winning bid within 14 days, you shall forfeit all Etihad Guest points on your account and Etihad Airways may cancel your membership in accordance with Section 2.4.2. of these
Terms & conditions
- The auction reward will only be awarded and delivered to you after the bid amount has been paid and settled in accordance with Section 10.8.2.i.
- The winner explicitly agrees that its name and place of residence (country and state) as well as the number of Etihad Guest points invested in the respective auction can be displayed in the Reward Shop for a certain period following the auction.
- Should it be determined that the winner was not eligible to participate or was expelled from participating in the auction for any reason, the next highest bidder will be deemed to be the winner.
- By participating in an auction via the Reward Shop, you confirm that you are not breaching any laws in your country of residence regarding the legality of participating in such auction. Etihad Airways and the shop operator will not be held responsible if you enter into an auction unlawfully. If in any doubt you should check with the relevant authorities in your country.
1.9 Personal Information
The data collected through this Site is governed by Etihad Airways Privacy Policy which shall be deemed to be incorporated into these Terms & conditions. In order for Etihad Airways to process any Reward purchase transactions or other Reward redemptions via the Reward Shop, you will have to transmit certain personal information, including your name, home and email address, phone number and, if paid in cash, credit card information. You must agree that by providing such information you consent to Etihad Airways sharing certain of that information with third party providers solely as necessary to process and complete the required transaction. Etihad Airways will maintain the confidentiality of all your communications that contain personal information and are transmitted directly to Etihad Airways. Etihad Airways shall not be liable for any wrong personal information received or obtained from you.
By accessing and/or using the Reward Shop, you authorize Etihad Airways to treat any person using your information (even if such person is using such information without your authorization, due to theft, mistake or otherwise), and any resulting transactions, obligations or liabilities shall be attributed to you.
You further acknowledge and agree that by providing Etihad Guest with any personal or proprietary information, directly or indirectly through the Reward Shop or the Etihad Guest programme, you consent to the transmission of such personal or proprietary information over international borders as necessary for processing the relevant transactions in accordance with Etihad Guest standard business practices.
1.10 No Warranties
All Rewards and other content on the Site or displayed in the Reward Shop or obtained from websites linked to the Site or the Reward Shop ("Linked Site") are provided to you on an "as is" basis without warranty of any kind either express or implied including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose, title, non-infringement, security or accuracy.
Etihad Airways does not warrant or represent that the content on the Site or any Linked Site is complete or up-to-date. Etihad Airways is under no obligation to update any content on the Site or any Linked Sites. Etihad Airways may change the content on or make improvement or changes of the Site at any time without notice.
1.11 Limitation of Liability
The information, products, and descriptions of Rewards and other services published on the Site or a Linked Site may include inaccuracies or typographical errors, and Etihad Airways and its shop operator specifically disclaim any liability for such inaccuracies and errors. Other than as required under applicable laws, under no circumstance will Etihad Airways or its shop operator be liable for any loss or damage caused by your reliance on information obtained through the Reward Shop or any Linked Site or your reliance on any Reward obtained from the Reward Shop or the use of any Linked Site.
You agree that Etihad Airways, its affiliates, its shop operator and any of their respective officers, directors, employers, or agents will not be liable, whether in contract, tort, strict liability or otherwise, for any indirect, punitive, special, consequential, incidental or indirect damages (including without limitation lost profits, cost of procuring substitute service or lost opportunity) arising out of or in connection with the use of the Site or a Linked Site, or with the delay or inability to use the Site or a linked Site, even if Etihad Airways is made aware of the possibility of such damages. This limitation on liability includes, but is not limited to, the transmission of any virus which may infect your equipment, failure of mechanical or electronic equipment or communication lines, telephone or other interconnect problems, unauthorized access, theft, operator errors, strike or other labour problems or any force majeure. Etihad Airways cannot and do not guarantee continuous, uninterrupted or secure access to the Site or the Linked Sites.
You expressly acknowledge and agree that merchants are independent contractors and not employees or agents of Etihad Airways or the shop operator. Neither Etihad Airways nor its shop operator is liable for the acts, errors, omissions, representations, warranties or negligence of merchants. Etihad airways and its shop operator shall not be responsible for or liable to you in connection with any restrictions, qualifications, or other Terms & conditions imposed by the Merchant on any reward items. As far as permissible by applicable law, Etihad Airways and its shop operator hereby disclaim any product or other liability, whether based on contract, tort, strict liability or otherwise, including without limitation liability for any direct, punitive, special, consequential, incidental or indirect damages, in connection with the rewards provided by any Merchant through the Reward shop, including without limitation liability for any act, error, omission, injury, loss, accident, delay or irregularity which may be incurred through the fault, negligent or otherwise, of such merchant and you hereby expressly exonerates Etihad Airways from any liability with respect to the same.
Etihad Airways reserves the right to seek all remedies available at law and in equity for any misuse of the Site or the Reward Shop and/or violations of these rules, including the right to block access from a particular Internet address to the Site and to exclude you from accessing the Reward Shop. You consent to receive communication from Etihad Airways electronically and agree that such electronic communication satisfies any legal requirements that such communications be in writing.
1.12 Copy Rights/Trade Marks
The trademarks, logos and service marks (collectively referred to as "Marks") displayed on the Site are the property of Etihad Airways, the shop operator or of the Merchant as the case may be. You are prohibited from using any Marks for any purpose including, but not limited to, the use as metatags on other pages or sites on the World Wide Web without the written permission of Etihad Airways, or such other party which may own the Marks. All information and content including any software programs available on or through the Site (collectively referred to as "Content") is protected by copyright. You are prohibited from modifying, copying, distributing, transmitting, displaying, publishing, selling, licensing, creating derivative works or using any Content available on or through the Site for commercial or public purposes. You take note that one or more patents apply to the features and services accessible via the Site and the Reward Shop, including without limitation: U.S. Patent No. 8,533,083 and 7,698,185.
1.13 Access to Password Protected/Secure Areas
Access to and use of password protected and/or secure areas of the Site and the Reward Shop is restricted to authorized persons only. Unauthorized individuals attempting to access these areas of the Site or the Reward Shop may be subject to prosecution. You are responsible for maintaining the confidentiality of your personal information, including your account and password, and for restricting access to your computer to prevent unauthorized access to the Site and the Reward Shop. You agree to accept responsibility for all redemption and other activities that occur under your account or password. You should take all necessary steps to ensure that the password is kept confidential and secure and should inform Etihad Airways immediately if you have any reason to believe that your password has become known to anyone else, or if the password is being, or is likely to be, used in an unauthorized manner.
1.14. Exchange Rates
All exchanges rates displayed on the Site in connection with any Reward transactions are under license from XE.com.
1.15 Shop Operator
Loylogic is the Shop Operator of the Etihad Guest Reward Shop. All credit card transactions over the Reward Shop are handled by the Shop Operator. For cancellation of an order and in case of questions, please contact Loylogic Inc., Freihofstrasse 22, CH-8700 Kuesnacht, Switzerland, Tel: +41 43 500 5155, e-mail: etihad.feedback@loylogic.com
