1. For the purpose of these Terms and Conditions, the following terms shall have the following meanings:
“Account” means a Member’s individual reward-U account created by a Member to which Points are assigned.
“Activity” means a transaction for which Points are assigned.
“Ancillary Award” means additional products paid for entirely or partially using a Member’s Points which will be defined by Reward-U (HK) Limited from time-to-time.
“Award Flights” means flights paid for entirely or partially using a Member’s Points.
“Confirmation Email” means the email requesting a Member to confirm his/her acceptance of reward-U membership.
“HK Express” means Hong Kong Express Limited. “Member” means any person who is a member of reward-U.
“Points” means the unit of measurement of awarding Members in connection with air travel, services and products purchased or usage of participating services and products under reward-U.
“reward-U” means the customer loyalty program managed and operated by Reward-U (HK) Limited.
“reward-U Crew Account” means members who form a crew in accordance with section “Points Pooling (“reward-U Crew”)” below, whereby the individual members’ Points are transferred to the Captain to manage and spend as the Captain chooses.
“Welcome Email” means the email acknowledging a Member’s reward-U membership.
2.1 reward-U is open to individuals aged two (2) or above. If a Member is less than 18 years of age, parental or legal guardian consent is required to join reward-U. All other entities or parties including, but not limited to, corporations, travel agencies, etc., are not eligible to enrol as Members or earn Points or receive any benefits in connection with reward-U. Each Member may have only one (1) reward-U account.
2.2 Members will be issued with a unique reward-U membership number. By participating in reward-U, Members agree to be bound by these Terms and Conditions.
2.3 reward-U memberships are non-transferable, non-refundable and cannot be shared. Misuse of benefits under reward-U may result in termination or suspension of membership or withdrawal of benefits by Reward-U (HK) Limited.
2.4 Reward-U (HK) Limited reserves the right to modify the program structure, benefits and other features of reward-U, including these Terms and Conditions, or to terminate reward-U at any time. Although Reward-U (HK) Limited will use its reasonable effort to notify Members of material changes to reward-U and/or to these Terms and Conditions, it is the responsibility of members to keep themselves up to date in respect of reward-U and these Terms and Conditions. Any use of reward-U by a Member will be deemed as acceptance of any amendment. Reward-U (HK) Limited shall not be liable for loss or damage resulting from any amendment to reward-U and/or to these Terms and Conditions.
2.5 A membership fee to join reward-U is waived until further notice.
2.6 Points may not be exchanged for cash or vouchers.
2.7 Members under the age of 18 years will not receive any promotional materials.
3.1 Applicants can apply for reward-U memberships online via reward-U’s website at www.reward-U.com and reward-U Mobile App.
3.2 Potential Members’ reward-U memberships are not confirmed and Point credits accrued will therefore not be honoured until they confirm their acceptance of their reward-U memberships in accordance with the instructions in the Confirmation Email and receive a Welcome Email.
3.3 Once a Member receives the Welcome Email, he/she may then start earning and redeeming Points and enjoying any benefits under reward-U.
3.4 Reward-U (HK) Limited reserves the right to refuse membership to any applicants.
4.1 Members’ Point credits will only be officially recorded once they confirm their acceptance of their reward-U memberships in accordance with the instructions in the Confirmation Email and receive a Welcome Email.
4.2 To receive Points for eligible activities, the first and last names and the reward-U Member ID provided in connection with the reservation or purchase must exactly match the first and last names and other reward-U account details provided to Reward-U (HK) Limited under reward-U. Any discrepancy may delay or nullify the receipt of Points.
4.3 Points credits may take up to 30 days after travel or the purchase of the product or service to be credited to the Member’s reward-U account. Some Point credit transactions may have different processing times depending on the destination and partner.
4.4 Any claim for non-credited Points must be received by Reward-U (HK) Limited within 180 days of the qualifying flight unless specified otherwise. Members are responsible for ensuring that Points earned are properly credited to their Account. If the Member believes that Points earned have not been properly credited, they may be required to submit documentation for verification purposes, which may include, without limitation, copies of boarding passes, itinerary and receipts.
4.5 Point credits are valid for three (3) years from the date of the Credit, unless specified otherwise.
4.6 If Reward-U (HK) Limited incorrectly denies Point credits to a Member, then Reward-U (HK) Limited’s liability shall only be limited to providing the Member with the number of Point credits originally denied.
4.7 The activities and/or transactions eligible for earning Points, and/or the amount of Points available to be accrued, are subject to change by Reward-U (HK) Limited under reward-U, at any time, without prior notice or any liability.
4.8 Point credits are valid for redemption awards as soon as they are credited to Member's reward-U account considering there is a minimum of Points available in the Member’s reward-U account whereas the minimum Points is subject to reward-U’s decision.
5.1 Members must provide their reward-U membership details before they fly, either at the time of purchase or by uploading the details via Manage My Bookings, in order to automatically receive Points for the purchase of HK Express flights.
5.2 Members can earn Points on any fare that is available for sale by HK Express. Members will only earn Points based on the eligible amount spent on individual flights. Members will not earn any Points for any traveller on the Member’s booking and/or whose flight has been paid for by the Member; they can only earn Points for their own travel booking.
5.3 Members may earn Points in the following ways: (1) purchasing a HK Express flight; (2) purchasing extra products or services offered by HK Express, namely Checked-in baggage, SMS Itinerary, pre-purchased meals, Priority Check-in and advanced seat selection. The Member must board the flight before the Points are credited.
5.4 Members will earn ten (10) Points per HK$1 (or equivalent) spent on fares excluding Taxes and Fees, but including charges for Checked-in baggage, SMS Itinerary, pre-purchased meals, Priority Check-in and advanced seat selection. Other extra products or services and service fees that are not stated above will not be eligible to earn Points. Any extra products or services and/or upgrades purchased at the time of airport check-in are not eligible to earn Points.
5.5 Points credits are not transferable to other airline programs and reward-U does not accept nor allow the reward points of other airlines to be converted to reward-U Point credits.
5.6 You will earn 10 points for every HK$1 spent on qualifying products when you book on the HK Express website or mobile app. Bookings made via other methods may result in earning fewer points. Groups and Charters will not be eligible to earn reward-U points.
6.1 Point credits that are available and awarded for non-airline transactions will be as specified by each partner participating in reward-U. The earning propositions of individual partners and what qualifies for non-airline Point credits are outlined on reward-U’s website at www.reward-U.com or on reward-U Mobile App and may be amended from time to time by Reward-U (HK) Limited.
6.2 Non-airline partners may apply additional terms and conditions with respect to the availability and eligibility of earning Point credits.
6.3 Points accrued by using non-airline partners will be credited at Reward-U (HK) Limited’s sole discretion.
7.1 Reward-U (HK) Limited may, in its sole discretion, from time to time, offer Members the opportunity to earn additional Points under reward-U through the purchase of HK Express flights and extra products or services. These offers may be temporary in nature. Reward-U (HK) Limited reserves the right to modify or eliminate such offers at any time. These offers are void where prohibited by law. The number of Points offered is subject to Reward-U (HK) Limited’s sole discretion. All special or promotional offers involving Points are subject to these Terms and Conditions and any other specific Terms and Conditions that may be stated in the offer.
7.2 Reward-U (HK) Limited and its partners for reward-U may run promotions from time to time offering bonus points. Qualification for these bonus points offers is subject to the terms and conditions of each individual promotion.
7.3 Where a promotion requires pre-registration, bonus points will only be credited if Members complete the registration process on reward-U’s website at www.reward-U.com or on reward-U Mobile App prior to travel or consumption of a partner’s products and services.
8.1 Under reward-U, Members are allowed to form a group of up to five (5), also known as “reward-U Crew”, whereby one of the Crew members is the “Captain”.
8.2 The Captain has the following responsibilities:
- overseeing the Points credited by the Crew members;
- redeeming the Points from Crew members; and
- removing members from the Crew.
8.3 Once a Member joins a reward-U Crew, 100% of his/her existing reward-U Points balance, plus those from future transactions, will be automatically pooled to the Captain’s account .
8.4 Each Member can only be part of one (1) reward-U Crew at any time.
8.5 A Member can only join one (1) reward-U Crew either as a Crew member or Captain once in each 12-month period.
8.6 If a member leaves a reward-U Crew as a Crew member and/ or Captain, he/ she will not be able to join or re-join any reward-U Crew in any capacity until the anniversary of joining his/her previous reward-U Crew.
8.7 The Crew member is allowed to quit his/ her crew within twelve (12) months since he/ she joins the reward-U Crew, however, the his/ her vacancy in the quitted reward-U Crew cannot be replaced by others within twelve (12) months from the date when he/ she joined the reward-U Crew.
8.8 A Minor cannot be the Captain of a reward-U Crew.
8.9 Redemption of a reward-U Crew’s point balance is based on first-in-first-out rule; in other words, Points that were credited or earned earliest by any Crew member will be redeemed first.
8.10 reward-U of Reward-U (HK) Limited reserves the right to terminate or suspend the account(s) of any Crew Member(s) anytime upon abnormal activities occurred in the respective account(s) without further notice; whereby reward-U of Reward-U (HK) Limited has sole discretion on defining abnormal activities.
9.1 Members may redeem Points for the base fare and extras from HK Express. Members may also use a combination of Points and monetary payment for the flight. Reward-U (HK) Limited may also offer, in its sole discretion, opportunities to redeem Points for other products or services under reward-U. Flights paid by using Points, whether in full or in part, shall not be eligible for Points earning.
9.2 For Award Flights, Points can be used only for flights operated and marketed by HK Express. The number of Points required for a particular flight is based on the published base fare and surcharge at the time of booking, which depends on, among other things, the flight selection and applicability of peak travel periods. The number of Points required for a particular flight may change at any time until the booking is confirmed. Taxes and fees which apply to Award Flights are the responsibility of the passenger and will vary based on departure and destination cities. Taxes and fees must be paid at the time of Award Flight booking and are subject to change as required by law. Any change to a booking may result in a change to the number of Points required and HK Express's standard change fee/policies will apply. Any change or cancellation to an Award Flight booking is subject to the HK Express standard change and cancellation fees and policies. Points redeemed for an Award Flight booking will not be refunded to the Member in the event of cancellation of the Award Flight booking by the Member.
9.3 Points can be used for any HK Express destination available for purchase on HK Express website at www.hkexpress.com.
9.4 Points may be redeemed for award travel online on HK Express website at www.hkexpress.com. Members must log in to their reward-U accounts in order to redeem their Points.
9.5 Members may redeem their Points for anybody.
9.6 Redemption requests from parties other than the Members will not be processed.
9.7 The appropriate number of Points will be deducted from a Member's reward-U account at the time of ticket issuance.
9.8 Flights which are purchased with a monetary payment may not be exchanged or refunded for payment with Points, in whole or in part.
9.9 Members should immediately report any suspected unauthorised award claims. Reward-U (HK) Limited will decide at its discretion what action, if any, will be taken. Under reward-U, Reward-U (HK) Limited may refuse to credit Members with Points to compensate for any unauthorised redemption should a Member in any way contribute to the unauthorised redemption by negligence or otherwise, including, but not limited to, the disclosure of a Member's password.
9.10 Reward-U (HK) Limited reserves the right to revise, amend, modify or discontinue the products or services for which Members may use Points, in whole or in part, and/or the number of Points required to redeem any product or service including, but not limited to, Award Flights, in connection with reward-U.
9.11 Reward-U (HK) Limited Flight Terms and Conditions including, but not limited to, change/cancellation policies and fees apply to Award Flights and any accompanying Ancillary Awards.
10.1 Members can claim missing Points for air travel activities via reward-U’s website at www.reward-U.com. For non-air activities, no claim can be made for missing points as the onus is on the Member to present their reward-U membership number at the time of Activity or register their reward-U membership number at purchase.
10.2 All documents submitted will be retained for record purposes. Members are required to keep copies for their own reference. Illegible copies will prolong or may prevent the processing of an application.
10.3 Missing points request will only be accepted for processing within 180 (one hundred eighty) days of the travel date. Missing points may take up to 30 days after receipt to be credited to the Members’ reward-U accounts.
10.4 Members’ requests for missing points shall not be entertained for any travel prior to the date of their enrolments in reward-U unless stated otherwise.
10.5 Members has the responsibilities to submit correct information for claiming missing points and to ensure points are credited to the reward-U Member account within 180 (one hundred and eighty) days of the travel date. reward-U of Reward-U (HK) Limited reserves the right to reject any request submitted out of 180 (one hundred and eighty) days of the travel date due to any error caused by the Member.
11.1 Points can be transferred to any person that holds a reward-U account. There is no minimum number of Points that can be transferred. For each Points transfer transaction, there will be a service fee of HK$250.
11.2 All transactions made under or otherwise in connection with reward-U are non-refundable and non-reversible.
12.1 A Member’s reward-U membership and account will be cancelled without notice once all Points have expired and there is no activity recorded on his/her reward-U account for a period of thirty-six (36) months.
12.2 A Member may cancel his/her membership by logging in his/her reward-U account via reward-U Mobile Application. By cancelling the reward-U membership, any outstanding reward-U Points and benefits will be forfeited. A confirmation email will be sent to Member for confirmation of cancellation.
12.3 In case that the Member cancels his/ her reward-U account via channels other than reward-U Mobile Application, a written request along with a copy of his/her travel document to reward-U of Reward-U (HK) Limited at [please insert the email address] in the case is required. Copy of travel document of reward-U account holder is required for verification of the account holder’s name.
12.4 If a Member commits fraud or misconduct, misuses reward-U or otherwise contravenes these Terms and Conditions, Reward-U (HK) Limited reserves the right to cancel the Member’s reward-U account. All Points shall be immediately cancelled.
12.5 A Member’s reward-U account may be cancelled at the sole discretion of Reward-U (HK) Limited. Reward-U (HK) Limited will provide notice of cancellation and after this, all Points shall be cancelled.
12.6 Cancellation of reward-U memberships for whatever reason shall be without prejudice to the accrued rights and remedies of Reward-U (HK) Limited and the relevant Members as at the date of cancellation.
12.7 A Member’s reward-U membership will be cancelled automatically immediately upon his/her death. Any unused Points of a deceased Member at the time of his/her death, as well as other benefits, will be automatically cancelled on the death of the Member. Points do not constitute personal property and may not be bequeathed or otherwise treated as personal property.
13. A Member hereby warrants as follows:
- that he/she shall comply with all applicable laws, statutes, ordinances and regulations regarding use of his/her reward-U account and reward-U’s website.
- that he/she shall use his/her reward-U account and reward-U’s website solely for legal purposes and will not infringe the rights of any third party.
14.1 All personal data collected is managed and used in accordance with the reward-U Data Privacy Statement. The Statement may be revised by Reward-U (HK) Limited from time to time and the updated version will be posted on reward-U’s website at www.reward-U.com. Any revised version of the Data Privacy Statement shall be effective from the date of publication on the aforementioned website. Members are required under reward-U to keep Reward-U (HK) Limited up to date with their correct and most up-to-date personal information. Reward-U (HK) Limited shall not be responsible for any loss as a result of a Member’s failure to notify of a change in personal information. Failure by Members to provide up-to-date information may result in Reward-U (HK) Limited being unable to offer membership and associated benefits under reward-U. In such cases, the relevant Members’ reward-U memberships may be terminated.
14.2 Members must ensure that their password is not disclosed to any unauthorised parties. Reward-U (HK) Limited shall not be held liable for the consequences of any unauthorised disclosure of the password by Members or any unauthorised use of the password, including unauthorised redemption of points.
15.1 Risk in respect of theft, or unauthorised or fraudulent redemption associated with Points passes to the Member as soon as Points are accrued in a Member’s reward-U account.
15.2 Points are not transferable in any way except as outlined in these Terms and Conditions, and cannot be bequeathed, demised or otherwise transferred by operation of law.
15.3 The failure by Reward-U (HK) Limited to enforce or exercise any right outlined in these Terms and Conditions shall not be deemed a waiver of its rights, nor shall it restrict its right to take any subsequent action relating to that right.
15.4 Should any provision of these Terms and Conditions be found by any court or administrative body of competent jurisdiction to be invalid or unenforceable, the invalidity or unenforceability of such provision shall not affect the other provisions of these Terms and Conditions. All provisions not affected by such invalidity or unenforceability shall remain in full force and effect.
15.5 These Terms and Conditions constitute the entire agreement and understanding of Reward-U (HK) Limited and a Member in respect of reward-U and supersede all prior written or oral representations, agreements or understandings between them relating to the subject matter of these Terms and Conditions (including any misrepresentation made by Reward-U (HK) Limited), other than any fraudulent misrepresentation made by a party to induce the other party to enter into these Terms and Conditions.
16.1 Reward-U (HK) Limited shall not be liable to any Member for any indirect or consequential loss, damage or expense arising out of or in connection with reward-U, including the provision or the refusal to provide any benefits under reward-U, whether such loss, damage or expense is caused by negligence or otherwise, and whether Reward-U (HK) Limited has any control over the circumstances giving rise to the claim or not.
16.2 Reward-U (HK) Limited shall endeavour to ensure the availability of products and services provided by its partners but shall not be liable for any loss arising from the failure by its partners to provide such products and services. Where a Member uses the services provided by a partner, their terms and conditions shall apply and Reward-U (HK) Limited shall not be liable for any loss.
17.1 These Terms and Conditions are governed by Hong Kong law. Both Reward-U (HK) Limited and members irrevocably submit to the non-exclusive jurisdiction of the Hong Kong courts.
17.2 Reward-U (HK) Limited reserves the right of final decision and interpretation in case of any disputes with regard to reward-U and/or these Terms and Conditions.
18. If this English version of these Terms and Conditions does not conform to other language versions, the English version shall prevail.