Terms & Conditions

1. DEFINITIONS

1.1 Unless the context otherwise requires, the following definitions apply:

Accepted Payment Card means the Mastercard, Visa, AMEX or Diners credit cards or debit cards with which a Member must use to make a payment, or such other form of payment as approved by Velocity Frequent Flyer.

Airline Partner means an airline (not including Virgin Australia) with which VRPL has entered into an agreement by which Members can earn Velocity Points when flying on designated flights with that airline and in some cases, reciprocal frequent flyer benefits.

Air Reward means a Reward which a Member may obtain from Virgin Australia and Airline Partners in accordance with these Terms and Conditions. There are three types of Air Rewards:

(1) Reward Seat;
(2) Any Seat; and
(3) Any Seat, Any Airline.

Any Seat refers to seats (excluding Reward Seats) in any fare class commercially available to the general public on Virgin Australia and selected Airline Partners

Any Seat, Any Airline has the meaning given to it in clause 14 of these Terms and Conditions.

Application means the approved form a person must submit to apply to become a Member of Velocity Frequent Flyer.

Authorised Agent means any licensed passenger sales agent who is authorised by an airline to represent the airline and sell the airline’s services.

Authorised Representative means a person who is appointed by a Member to access and make transactions in relation to the Member’s Velocity Frequent Flyer Membership Account, in accordance with clause 5 of these Terms and Conditions.

Base Points means the minimum number of Points which would be earned for an eligible activity or transaction by all Members, irrespective of Membership Level.

Beneficiary Account means a Velocity Frequent Flyer Membership Account to which Points or Points and Status Credits are pooled from Contributing Accounts in a Family Pool.

Benefit Period means the 12 month period from the date a Member:

(a) upgrades to Silver, Gold or Platinum Membership;
(b) downgrades to Silver or Gold Membership; or
(c) maintains their Silver, Gold or Platinum Membership.

Bonus Complimentary Fare Upgrade has the meaning given to it in clause 21 of these Terms and Conditions.

Business Class means a premium fare class of travel as defined on the Virgin Australia Website.

Charter Flight means an aircraft flight that has been arranged and paid for by an individual or group for a specific trip.

Codeshare Flight means a flight operated by one airline and marketed by another airline. For example, a flight where a Member is ticketed on a Virgin Australia (VA) flight number, but the aircraft is operated by another carrier.

Companion Gold Membership means a complimentary Gold Membership awarded to a Platinum Member in accordance with clause 20 of these Terms and Conditions.

Companion Platinum Membership means a complimentary Platinum Membership awarded to a Platinum Member in accordance with clause 20 of these Terms and Conditions.

Complimentary Fare Upgrade has the meaning given to it in clause 20 of these Terms and Conditions.

Complimentary Lounge Pass has the meaning given to it in clause 19 of these Terms and Conditions.

Contributing Account means a Velocity Frequent Flyer Membership Account from which Points or Points and Status Credits are pooled into a Beneficiary Account in a Family Pool.

Daily Status Review is the daily assessment of a Member’s Status Credit balance which determines a Member’s Membership Level.

Economy Class means an economy fare class of travel as defined on the Virgin Australia Website.

Eligible Family Member means any person a Member can demonstrate as being related to that Member in any of the ways described as follows: Husband/Wife, Parent/Step-parent, Domestic Partner/De Facto, Child, including foster & step-child, Brother/Sister, Half Brother/Sister, Grandparent, Grandchild, Son/Daughter-in-law, Brother/Sister-in-law, Father/Mother-in-law, Uncle/Aunt, Nephew/Niece, First cousin.

Eligible Sector means a flight journey, from an origin to a destination:

(a) that has been flown;
(b) that has been purchased using cash or an Accepted Payment Card;
(c)(i) (for a flight journey flown prior to 13 January 2013) that has not been purchased in whole or in part using Points; or
(ii) (for a flight journey flown on or after 13 January 2013) that has not been booked as a Reward Seat;
(d) where Virgin Australia is the marketing carrier (this means that the flight number starts with a DJ or VA prefix).

Family Pooling/Family Pool has the meaning given to it in clause 12 of these Terms and Conditions.

Fare Rules means those additional terms and conditions attaching to the transport and services that are the subject of the Booking (of which a Member is notified of at the time of booking and which are available on our Velocity Website).

Fee Schedule means the schedule of various fees set out at the end of these Terms and Conditions.

Flexible Fare means Virgin Australia's flexible fare classes as defined on the Virgin Australia website. For the avoidance of doubt:

(a) prior to 13 January 2013, Flexible Fares include Virgin Australia domestic and international short haul Flexi Fares and Virgin Australia international long haul V Flexi Fares; or
(b) from 13 January 2013, Flexible fares consist of Virgin Australia domestic, international short haul and international long haul Flexi Fares.

Flight Sector means a single direct flight between two consecutive locations.

Fly Ahead has the meaning given to it in clause 19 of these Terms and Conditions.

Global Distribution System means a worldwide computerised reservation network typically used for booking airline seats by travel agents, online reservation sites, or large corporations.

Gold Guaranteed Reward Seats for an Annual Family Trip has the meaning given to it in clause 16 of these Terms and Conditions. Gold Member has the meaning given to it in clause 19.6 of these Terms and Conditions.

ICLP means International Customer Loyalty Programmers Pty Ltd ACN 083 835 661.

Inappropriate Conduct includes (but is not limited to): fraud; failure to pay any monies owing; and/or a breach of these Terms and Conditions of Membership.

Itinerary means the document an airline or an Authorised Agent provides to a passenger which details a passenger’s flights with an airline.

Journey means a series of one or more consecutive Flight Sectors that have been booked on the same Itinerary.

Member means an individual who is a Member of Velocity Frequent Flyer.

Membership means Membership of the loyalty program owned by VRPL, being Velocity Frequent Flyer.

Membership Card means the Velocity Frequent Flyer membership card that is issued to Members.

Membership Level means a level of Membership of Velocity Frequent Flyer which determines the benefits to which a person is entitled to as a Member.

Membership Pause for Parental Leave has the meaning given to it in clause 21 of these Terms and Conditions.

Personal Information has the meaning given to that term in the Privacy Act 1988 (CTH).

Platinum Guaranteed Reward Seats for an Annual Family Trip has the meaning given to it in clause 16 of these Terms and Conditions.

Platinum Member has the meaning given to it in clause 19.6 of these Terms and Conditions.

Points (also referred to as Velocity Points) means the Velocity Frequent Flyer Points which may be earned and redeemed by a Member in accordance with these Terms and Conditions.

Points Bonus means the additional Points awarded to Silver, Gold and Platinum Members for eligible flights and transactions with Velocity Frequent Flyer Partners.

Points Only means the number of Points specified for the acquisition of that Product is the total number of Points required in order to redeem for that Product, and no further amount will be payable.

Points + Pay means a combined redemption of Points and payment on an Accepted Payment Card in order to acquire a Reward subject to these Terms and Conditions.

Points Transfer has the meaning given to it in clause 11 of these Terms and Conditions.

Premium Economy Class means a premium fare class of travel defined on the Virgin Australia Website.

Priority Economy Seat Purchase has the meaning given to it in clause 20 of these Terms and Conditions.

Priority Waitlist has the meaning given to it in clause 19 of these Terms and Conditions.

Privacy Policy means Velocity's privacy policy as published on the Velocity Website, as amended from time to time.

Product means the products available from time to time at the Rewards Store.

Program Partner (also referred to as Velocity Frequent Flyer Partner) means parties with whom VRPL has an agreement or arrangement concerning:

(a) entering Points and or Status Credits in a Member’s Velocity Frequent Flyer Membership Account; and
(b) the supply of Rewards by those parties to a Member when VRPL or Virgin Australia (as applicable) notifies them of an accepted and valid redemption request.

Replacement Card Fee means the fee which may be charged (as set out in the Fee Schedule) by VRPL for the replacement of a Member’s Velocity Frequent Flyer Membership Card.

Retailers mean the businesses which have products and services for sale in the Velocity eStore.

Retro Claim means any claim a Member makes to have their Velocity Frequent Flyer Membership Account credited with Points and/or Status Credits they have earned for an eligible activity or transaction, where the Member may not have provided their Velocity Frequent Flyer Membership Number to the Program Partner at the time of booking or purchase.

Review Date means the date 12 months after the date on which a Member:

(a) upgrades to a Silver, Gold or Platinum Membership Level;
(b) downgrades to a Silver or Gold Membership Level; or
(c) maintains their Silver, Gold or Platinum Membership Level.

Reward means a product or service available for redemption using Points or Points + Pay.

Reward Seat means a restricted fare with limited availability which is only available to Members for redemption with Points or Points + Pay.

Rewards Store means the online store operated by Virgin Australia on behalf of VRPL where Members can use Points or Points + Pay to order available Products. The store can be accessed via the Velocity Website.

Saver Fare means Virgin Australia's standard economy fare class as defined on the Virgin Australia website from time to time.

Silver Member has the meaning given to it in clause 19.6 of these Terms and Conditions.

Status Credits means credits which are earned as a part of a Member’s Velocity Frequent Flyer Membership in accordance with clause 19 of these Terms and Conditions. These credits will be used in determining a Member’s Membership Level.

Terms and Conditions means these Membership Terms and Conditions applicable to Velocity Frequent Flyer, as amended from time to time by VRPL or Virgin Australia and published online at the Velocity Website.

Ticketed Airline means an airline who issues tickets to individuals to confirm a seat on a flight/s has been purchased.

Travel Bank means an electronic facility where Members can store any residual fare value owing from a cancelled Air Reward. Travel Bank does not store Points refunds.

Upgrade Using Points means the redemption of Points for travel in a higher class than that of the fare originally purchased in accordance with clause 18 of these Terms and Conditions.

Velocity Frequent Flyer means the loyalty program of Virgin Australia, formerly being Velocity Rewards, which is owned and operated by Velocity Rewards Pty Ltd ACN 116 089 448 as trustee of The Loyalty Trust.

Velocity Frequent Flyer Membership Account means the record and details of Membership and activity including a Member’s balance of Points, Status Credits, and Eligible Sectors.

Velocity Frequent Flyer Membership Contact Centre means the contact centre to which Members can direct their enquiries regarding Velocity Frequent Flyer. The contact details can be found on the Velocity Website.

Velocity Frequent Flyer Membership Number means the Membership number allocated to an individual at the time they become a Member.

Velocity eStore means the online store operated by ICLP on behalf of VRPL where Members can earn Points for purchases. It is accessible through the Velocity Website.

Velocity Global Wallet means the prepaid Visa product described in clause 6.2.

Velocity Global Wallet Product Disclosure Statement means the Product Disclosure Statement for the Velocity Global Wallet available at Velocity Global Wallet which contains the terms and conditions applicable to the activation and use of the Velocity Global Wallet.

Velocity Rewards means the loyalty program (as amended from time to time) owned by Velocity Rewards Pty Ltd ACN 116 089 448 as trustee of The Loyalty Trust and referred to as Velocity Frequent Flyer.

Velocity Website means the website located at http://www.velocityfrequentflyer.com.

Virgin Australia means collectively Virgin Australia Airlines Pty Limited ABN 36 090 670 965 (Virgin Australia Airlines), Virgin Australia Airlines (SE Asia) Pty Ltd ACN 097 892 389 (Virgin Australia Airlines (SE Asia), Virgin Australia Airlines (NZ) Ltd ARNB: 107 549 851 (Virgin Australia Airlines (NZ), Virgin Samoa Limited ABN 90 116 233 517 (Virgin Samoa) and Virgin Australia International Airlines Pty Ltd ABN 63 125 580 823 (Virgin Australia International).

Virgin Australia Domestic means flights between locations solely within Australia, ordinarily operated by Virgin Australia Airlines.

Virgin Australia International Long Haul means flights ordinarily operated by Virgin Australia International.

Virgin Australia International Short Haul means flights ordinarily operated by Virgin Australia Airlines (SE Asia), Virgin Australia Airlines (NZ) or Virgin Samoa.

Virgin Australia Lounge means an Australian domestic airport lounge operated by Virgin Australia.

Virgin Australia lounge Website means the website located at http://www.virginaustralia.com/thelounge.

Virgin Australia Website means the website located at http://www.virginaustralia.com.

VRPL means Velocity Rewards Pty Ltd ACN 116 089 448 as trustee of The Loyalty Trust. 

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2. INTRODUCTION

2.1 These Terms and Conditions apply to the Velocity Frequent Flyer program.

2.2 These Terms and Conditions are effective as at 5 March 2014.

2.3 If an individual applies to become a Member of Velocity Frequent Flyer, they are taken to have agreed to:

2.3.1 be bound by these Terms and Conditions (as they are amended from time to time); and

2.3.2 have provided their consent in relation to Personal Information as set out in clause 24.

2.4 It is the individual’s responsibility to read and understand these Terms and Conditions.

2.5 We recommend Members periodically check the Terms and Conditions:

2.5.1 with the relevant Program Partner (by contacting the Program Partner directly) and with VRPL (online at the Velocity Website or by calling the Velocity Frequent Flyer Membership Contact Centre) before redeeming Points for products or services from any Program Partners; and

2.5.2 before making a purchase via the Velocity eStore.

2.6 The terms and conditions which apply to:

2.6.1 any accumulated Points and/or Status Credits are those in force on the day they are awarded to the Velocity Frequent Flyer Membership Account; and

2.6.2 the redemption of Points are those applying at the date of redemption. If there is any inconsistency, the terms and conditions applying at the date of redemption prevail.

2.7 References to 'we', 'us' and 'our' are references to VRPL, Virgin Australia and all Program Partners who each may separately enforce these Terms and Conditions.

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3. CHANGES TO THESE TERMS AND CONDITIONS AND VELOCITY FREQUENT FLYER

3.1 Subject to this clause 3, we reserve the right to make changes to any aspect of Velocity Frequent Flyer and these Terms and Conditions.

3.2 The Terms and Conditions are those published on the Velocity Website.

3.3 We may make changes to these Terms and Conditions from time to time. These changes may affect the features or Member benefits of Velocity Frequent Flyer.

3.3.1 Where a change affects a benefit provided by Virgin Australia or VRPL, we will give you 30 days written notice of any material detrimental change to these Terms and Conditions and also post details on the Velocity Website. We may not give you any other notice of changes.

3.3.2 Where a change affects a benefit provided by a Program Partner, where possible we will give you 30 days written notice of any material detrimental change to these Terms and Conditions and also post details on the Velocity Website. We may not give you any other notice of changes.

3.4 Members will be taken to have received the notice described in clause 3.3 by:

(a) VRPL providing notice to the Member's email address; or
(b) In any event, by posting details of the change/s on the Velocity Website.

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4. CONTINUITY OF VELOCITY FREQUENT FLYER

4.1 We do not guarantee that Velocity Frequent Flyer will continue indefinitely or that it will be managed and owned by VRPL.

4.2 Velocity Frequent Flyer (and these Terms and Conditions) may be terminated by VRPL generally, or in respect of some aspects of it.

4.3 VRPL or Virgin Australia will give at least 90 days’ notice of termination of Velocity Frequent Flyer. Notification will be sent:

(a) to the email address as specified in the Member’s Velocity Frequent Flyer Membership Account; or,
(b) if no valid email address is held by Velocity Frequent Flyer, to the postal address as specified in the Member’s Velocity Frequent Flyer Membership Account ; and,
(c) by posting details on the Velocity Website.

4.4 Members will be entitled to redeem any Points that you have accrued as at the date of termination of the Velocity Frequent Flyer Program for a period of 90 days from when the Member receives notification of the termination of Velocity Frequent Flyer.

4.5 We do not guarantee the range or identity of Program Partners. Program Partners may change from time to time. Where commercially practicable, Velocity Frequent Flyer will give Members:

4.5.1 90 days’ notice if Virgin Australia is withdrawing from Velocity Frequent Flyer as a provider of Rewards; and

4.5.2 30 days’ notice of the withdrawal of any Program Partner.

4.5.3 Notification of the above changes will be sent:

(a) to the email address as specified in the Member’s Velocity Frequent Flyer Membership Account; or,
(b) if no valid email address is held by Velocity Frequent Flyer, to the postal address as specified in the Member’s Velocity Frequent Flyer Membership Account ; and,
(c) by posting details on the Velocity Website.

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5. MEMBERSHIP

5.1 Eligibility and General Conditions

5.1.1 A person can become a Member if:

(a) they are an individual resident in Australia, New Zealand, Papua New Guinea, Fiji, Cook Islands, Vanuatu, Tonga, Solomon Islands, Samoa, Christmas Island or Cocos Island;
(b) they meet any eligibility criteria set out in these Terms and Conditions (and amended criteria posted on the Velocity Website from time to time); and
(c) their Application is accepted by VRPL.

5.1.2 The eligibility criteria requires completion of the Application in the form and provision of information (as set out in that form) required by VRPL from time to time.

5.1.3 A person may make their Application:

(a) online at the Velocity Website - if VRPL accepts their Application, Velocity Frequent Flyer will send the new Member a confirmation email and may issue them with a Velocity Frequent Flyer Membership Number and password; or
(b) by contacting the Velocity Frequent Flyer Membership Contact Centre.

5.1.4 A person becomes a Member of Velocity Frequent Flyer when they are allocated a Velocity Frequent Flyer Membership Number.

5.1.5 Any joining fees which apply to an Application are set out in the Fee Schedule.

5.1.6 Each Member may only have one Velocity Frequent Flyer Membership Account.

5.1.7 If a Member, who joined Velocity Frequent Flyer as a minor, continues to use Velocity Frequent Flyer upon reaching 18 years of age, the Member agrees to be legally bound by these Terms and Conditions.

5.2 Earning Points & Status Credits

5.2.1 Only Members of Velocity Frequent Flyer can earn Points and Status Credits.

5.3 Activity Statements

5.3.1 Members may access their activity information without charge at the Velocity Website, by using their Velocity Frequent Flyer Membership Number, surname and password to login to their Velocity Frequent Flyer Membership Account.

5.3.2 We may provide the Member (but are not obliged to) with statements relating to the activity in their Velocity Frequent Flyer Membership Account from time to time.

5.4 Membership is Not Transferable

5.4.1 The Member’s Velocity Frequent Flyer Membership is not transferable including their Velocity Frequent Flyer Membership Card, Status Credits, Points and any other benefits of Membership which are personal to the Member (other than in accordance with these Terms and Conditions).

5.5 Authorised Representative

5.5.1 A Member may appoint an Authorised Representative by completing the Authorised Representative Nomination Form and emailing a copy to the Membership Contact Centre from the email address specified in their Velocity Frequent Flyer Membership Account.

5.5.2 An Authorised Representative may access a Member’s Velocity Frequent Flyer Membership Account by contacting the Velocity Frequent Flyer Membership Contact Centre and quoting the Member’s Velocity Frequent Flyer Membership Number and a password nominated by the Member.

5.5.3 A Member may revoke the appointment of an Authorisation Representative by providing 10 working days prior written notice sent to the appropriate email address listed below:

Platinum Members: platinum@velocityfrequentflyer.com

Gold Members: gold@velocityfrequentflyer.com

Silver Members: silver@velocityfrequentflyer.com

Red Members: red@velocityfrequentflyer.com

5.6 Notice to Members

5.6.1 Where we must give a Member notice of any matter concerning Velocity Frequent Flyer, we will be taken to have given the Member that notice if we send them a communication (whether by email, post or otherwise) to the address (including email address) specified in your Velocity Frequent Flyer Membership Account. It is the Member’s responsibility to keep their contact details up to date in the Member’s Velocity Frequent Flyer Membership Account.

5.6.2 Members agree that email will satisfy any requirement for written communication. Any electronic communication we send to a Member will be taken to be received by the Member on the next business day after we send it, provided we have sent it to the email address specified in the Member’s Velocity Frequent Flyer Membership Account. If a Member sends us an electronic communication it will be taken to be received by us on the next business day after the Member sent it, provided the Member sent it through the on-line feedback form available at the Velocity Website.

5.7 Virgin Australia Lounge

5.7.1 Members must be 18 years or over to enter the Virgin Australia Lounge. Virgin Australia Lounge Membership and entry to the Virgin Australia Lounge is subject to the terms and conditions of the Virgin Australia Lounge as amended from time to time and available on the Virgin Australia Website.

5.8 Member Benefits

5.8.1 A full list of Member benefits are set out on the Velocity Website. Member benefits may be amended from time to time without prior notice to members. 

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6. MEMBERSHIP CARD

6.1 Velocity Frequent Flyer Membership Card

6.1.1 This clause 6.1 applies to Membership Cards which do not include Velocity Global Wallet functionality.

6.1.2 A Member’s Velocity Frequent Flyer Membership Card remains the property of VRPL at all times. Members must take reasonable care of it and return it or destroy it on request. Use of the card is governed by these Terms and Conditions.

6.1.3 When processing a request for a replacement Velocity Frequent Flyer Membership card, we may require the Member to produce reasonable supporting documentation in order to verify that the request is genuine (e.g. copy of police report or marriage certificate).

6.2 Membership Card with Velocity Global Wallet Functionality

6.2.1 This clause 6.2 applies to Membership Cards which include Velocity Global Wallet functionality.

6.2.2. VRPL acts as authorised representative of Rêv Australia Pty Ltd ACN 117 378 953 AFSL 401610 as distributor of the Velocity Global Wallet prepaid Visa product. Rêv Australia Pty Ltd manages the Velocity Global Wallet prepaid Visa product for Cuscal Limited ACN 087 822 455 AFSL 244116. Cuscal is the product issuer of the product. Any advice is general advice that does not take account of your objectives, financial situation or needs, so you should consider whether the product is suitable for you before acquiring or activating it. A Product Disclosure Statement (PDS) is available at www.velocityfrequentflyer.com/globalwallet. You should consider the PDS in making any decision about whether to acquire, activate or keep the Velocity Global Wallet prepaid Visa product.

6.2.3 When a Member is sent a Membership Card with Global Wallet functionality, the Velocity Global Wallet will be inactive. If a Member wishes to use the Velocity Global Wallet functionality on their Membership Card, the Member must activate the Velocity Global Wallet by following the online process at https://secure.velocityglobalwallet.com/login.

6.2.4 From 29 June 2013, all new Members who join the Velocity Frequent Flyer Program who:

(a) are over 18 years of age; and,
(b) have a preferred postal address within Australia; and,
(c) are otherwise deemed by VRPL, in its absolute discretion, to be eligible to receive the Velocity Membership Card with Global Wallet functionality; will, by, accepting these Terms & Conditions:
(d) request to receive and be issued with a Membership Card with Global Wallet functionality; and
(e) consent to receive disclosures about the Velocity Global Wallet online.

6.2.5 Existing Members who satisfy each of the criteria listed in clause 6.2.4 can also request to receive a Membership Card with Velocity Global Wallet functionality via the Member’s Velocity Frequent Flyer Membership Account.

6.2.6 A Member can request to receive a Membership Card which does not include Velocity Global Wallet functionality at any time via the Member’s Velocity Frequent Flyer Membership Account.

6.2.7 Activation and use of the Velocity Global Wallet is subject to the Velocity Global Wallet Product Disclosure Statement. Members are responsible for the use of their Velocity Global Wallet in accordance with the Velocity Global Wallet Product Disclosure Statement. These Terms and Conditions continue to apply to a Member’s membership in the Velocity Frequent Flyer Program.

6.2.8 Fees apply to use of the Velocity Global Wallet. These fees can be viewed by referring to the Velocity Global Wallet Product Disclosure Statement at www.velocityglobalwallet.com. Fees are subject to change from time to time.

6.2.9 A Velocity Global Wallet may be cancelled in accordance with the Velocity Global Wallet Product Disclosure Statement.

6.2.10 If a Member’s Velocity Frequent Flyer Membership is terminated in accordance with these Terms and Conditions, the Velocity Global Wallet account will be cancelled in accordance with the Velocity Global Wallet Product Disclosure Statement.

6.2.11 Expiry of the Velocity Global Wallet is governed by the Velocity Global Wallet Product Disclosure Statement. On expiry of a Member’s Velocity Global Wallet or when the Member changes Velocity Frequent Flyer Membership Level, VPRL will send the Member a new Membership Card with Velocity Global Wallet functionality to the address recorded in their Velocity Frequent Flyer Membership Account. Before a Member can use their Velocity Global Wallet at merchants or at ATMs, they will need to complete the activation process for their new card at www.velocityglobalwallet.com.

6.2.12 A Replacement Card Fee may be charged to the Member. Fees can be viewed by referring to the Velocity Global Wallet Product Disclosure Statement at www.velocityglobalwallet.com. Fees are subject to change from time to time.

6.2.13 To the extent that there is any inconsistency between this Clause 6.2 and the Velocity Global Wallet Product Disclosure Statement in relation to the Velocity Global Wallet, the Velocity Global Wallet Product Disclosure Statement shall prevail.

6.3 Unauthorised use of Membership Card

6.3.1 If a Member knows or suspects, or should reasonably know or suspect, unauthorised use of their Velocity Frequent Flyer Membership Card, Velocity Frequent Flyer Membership Number, password or unauthorised use of their Points and/or Status Credits, or their Velocity Frequent Flyer Membership Card has been lost, stolen or mislaid the Member must advise VRPL as soon as possible. Any unauthorised use of the Member’s Velocity Frequent Flyer Membership Number, password or unauthorised use of their Points, is solely their responsibility until the Member notifies VRPL.

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7. MEMBER OBLIGATIONS

7.1 Members must act fairly and reasonably in all matters connected with their Application for, and Membership of, Velocity Frequent Flyer. This obligation includes that Members:

7.1.1 must not give us any incorrect or incomplete information in connection with their Application or Membership;

7.1.2 will not in any way sell, barter, attempt to transfer or otherwise deal with any benefits (including Points, Status Credits and Rewards) connected with their Membership (other than in accordance with these terms and conditions) and not otherwise abuse or misuse any benefits accorded to them as a Member;

7.1.3 must not engage in conduct which is unlawful or illegal, or which brings Velocity Frequent Flyer, VRPL, Virgin Australia or any Program Partner into disrepute, or engage in conduct which is in breach of the these Terms and Conditions and any other terms and conditions governing Rewards or benefits associated with their Membership;

7.1.4 must take steps to satisfy themselves that they have sufficient Points to redeem for any Reward the Member has requested;

7.1.5 must regularly check their Velocity Frequent Flyer Membership Account to confirm that Points and Status Credits have been properly credited;

7.1.6 must notify us of any discrepancies in their Velocity Frequent Flyer Membership Account concerning any transaction within three months after that transaction. We may decline to make any amendments for discrepancies notified outside that period. This does not affect the statutory period within which the Member can sue for any breach of contract;

7.1.7 will regularly check the Velocity Website or contact the Velocity Frequent Flyer Membership Contact Centre to check for any changes to these Terms and Conditions or any other terms and conditions connected with their Membership;

7.1.8 will give us such information as we reasonably request in order to verify any entitlements associated with Velocity Frequent Flyer, which may include providing copies of boarding passes, receipts or similar documentation, hotel bills and car rental agreements;

7.1.9 must tell us if any details we have recorded concerning them change, as soon as practicable after the change. Members must do this in the manner set out on the Velocity Website or by calling the Velocity Frequent Flyer Membership Contact Centre.

7.1.10 may ask to change their names or correct an error in their date of birth by emailing a copy of reasonable supporting documentation to admin@velocityfrequentflyer.com.

For name change or name update requests due to marriage, divorce or deed poll, reasonable supporting documentation includes marriage certificates, divorce documents and deed poll certificates.

For changes to date of birth, reasonable supporting documentation includes birth certificate, passport and driver’s licence.

7.1.11 agree that producing their Velocity Frequent Flyer Membership Card or quoting their Velocity Frequent Flyer Membership Number and password may be required as a precondition of any activity which may result in the Member’s claim to Points, Status Credits, Rewards or other benefits; and

7.1.12 must take steps to ensure their Authorised Representative/s deal with their Membership and Velocity Frequent Flyer Membership Account in accordance with these Terms and Conditions.

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8. VRPL'S OBLIGATIONS

8.1 For as long as VRPL owns and operates Velocity Frequent Flyer, VRPL will use reasonable endeavours to:

(a) receive and process Applications for Membership on behalf of VRPL;
(b) maintain records of Points and Status Credits;
(c) assign Members to the appropriate Membership Level, and allocate the corresponding benefits associated with a Member’s Membership Level;
(d) manage the allocation of Points and Status Credits and the redemption of Points;
(e) establish and manage relationships with Program Partners concerning eligible transactions to earn Points and Status Credits and the provision of Rewards;
(f) procure the supply of Rewards to Members by Program Partners;
(g) send Members electronic messages, providing updates and information concerning Velocity Frequent Flyer, to the email address specified in your Velocity Frequent Flyer Membership Account; and
(h) provide Members with updates and information concerning Velocity Frequent Flyer to the postal address as specified in a Member’s Velocity Frequent Flyer Membership Account if no valid email address is held for the Member by Velocity Frequent Flyer.

8.2 VRPL's commitment to perform its obligations in clause 8.1 is the consideration for entry into these Terms and Conditions. 

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9. TERMINATION OF MEMBERSHIP

9.1 Termination of Membership by VRPL

9.1.1 VRPL may, acting reasonably, terminate or suspend a Member’s Velocity Frequent Flyer Membership at any time if VRPL believes that the Member has engaged in Inappropriate Conduct.

9.1.2 If VRPL intends to terminate a Member’s Velocity Frequent Flyer Membership in accordance with clause 5.6.1 and to do so would not expose VRPL to risk of loss or damage, VRPL will provide the Member with written notice and the Member will have 14 days to rectify the breach (where possible) and advise VRPL in writing why their Velocity Frequent Flyer Membership should not be terminated.

9.1.3 VRPL will review any response a Member provides and will advise the Member of its decision.

9.1.4 If a Member’s Velocity Frequent Flyer Membership Account is inactive for 36 consecutive months the Member’s Velocity Frequent Flyer Points will expire. This will occur if the Member has not earned, redeemed, or transferred Points to or from their Velocity Frequent Flyer Membership Account for a period of 36 consecutive months or if the Member is not participating (as a contributor or beneficiary) in a Family Pool. A Member’s Velocity Frequent Flyer Membership Account will remain active in the event that their Points expire due to inactivity.

9.1.5 If a Member’s account has had 36 consecutive months of inactivity, VRPL will endeavour to provide the Member with written notification of this and advise the Member that there is 30 days until their Points expire. To avoid having Points expire, Members are required to simply earn, redeem or transfer Points to or from their account, or participate in a Family Pool (as either the beneficiary or contributor) before the Points expiry date.

9.1.6 Points cannot be re-credited once they have expired.

9.2 Termination of Membership by Member

9.2.1 A Member may terminate their Velocity Frequent Flyer Membership at any time by giving written notice to VRPL.

9.3 Effect of Termination of Membership

9.3.1 On termination of a Member’s Membership with Velocity Frequent Flyer, a Member’s Velocity Frequent Flyer Membership Account will be closed, all benefits associated with Velocity Frequent Flyer will cease and the Member may lose their Points and/or Status Credits.

9.3.2 If a Member dies, VRPL will give the executors or administrators of the deceased Member’s estate an opportunity to notify VRPL within 12 months after the Member’s death with their wishes regarding Points allocated to the Member at the time of the Member’s death. 

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10. POINTS

10.1 General

10.1.1 Points do not have any cash value and are not convertible into cash.

10.1.2 Points:

(a) are solely a unit of measurement adopted by VRPL and not any form of contractual right, property or currency;
(b) are not subject to a Member’s direction, control or other entitlement;
(c) cannot be purchased;
(d) can only be earned by Members;
(e) have earn methods and rates which may be limited, withdrawn, modified, cancelled, increased or otherwise amended from time to time by us; and
(f) have redemption methods and rates which may be limited, withdrawn, modified, cancelled, increased or otherwise amended from time to time by us.

10.1.3 A Member may earn Points only in relation to:

(a) eligible flights taken after the Member's join date and up to 30 days prior to that date; and
(b) eligible transactions (acquisition of goods, services or other transactions) entered into after the Member's join date. Except as provided elsewhere in these Terms and Conditions, or as otherwise specified by VRPL, Points may be credited only to the account of the Member who has acquired the eligible goods or services, entered into an eligible transaction or taken an eligible flight.

10.1.4 A Member may check the number of Points in their Velocity Frequent Flyer Membership Account from time to time at no cost by logging into their Velocity Frequent Flyer Membership Account via the Velocity Website or by contacting the Velocity Frequent Flyer Membership Contact Centre. Velocity Frequent Flyer Membership Accounts may not be available when we are undertaking maintenance of the Velocity Website.

10.1.5 To earn Points (where eligible) a Member will need to provide the relevant Velocity Frequent Flyer Partner with their Velocity Frequent Flyer Membership Number and may be required to show their Velocity Frequent Flyer Membership Card.

10.1.6 Points Transfers are subject to the Terms and Conditions outlined in clause 12.

10.1.7 Family Pooling of Points is subject to the Terms and Conditions outlined in clause 13.

10.2 Allocation of Points

10.2.1 Points earned from eligible Virgin Australia marketed and operated services will be credited within 7 days of completed travel.

10.2.2 There may be some delay between eligible transactions with Program Partners and the allocation of Points into a Member’s Velocity Frequent Flyer Membership Account.

10.2.3 We will not allocate Points (and may reverse any allocation) in respect of any transaction which is the subject of a cancellation, refund, return or which has been allocated in error.

10.2.4 If a Member is also a member of any Airline Partner, Car Hire Partner or Hotel Partner loyalty program then they may only earn Points in one loyalty program for any flight with the Airline Partner, car rental with the Car Hire Partner or hotel stay with the Hotel Partner unless otherwise specified by VRPL. We will not allocate Points which are also the subject of credits in such other program and we will not allow Points to be transferred to or replaced with credits in another program. VRPL is in no way responsible for operation of these other programs and any benefits under these other programs are subject to the terms and conditions of those programs.

10.2.5 Specific limits regarding Points for specific types of transactions are set out in these Terms and Conditions, and also on the Velocity Website. VRPL may, at any time, apply additional terms in respect of the availability of, and eligibility for, Points by notice on the Velocity Website or in accordance with these Terms and Conditions. Members agree to observe these additional terms. If there is any conflict between those additional terms and these Terms and Conditions, the latter prevail.

10.2.6 Transactions which qualify for Points and the basis upon which Points are earned differ amongst Program Partners and may vary depending on the Member’s Membership Level within Velocity Frequent Flyer. The earning propositions from time to time of various Program Partners are outlined on the Velocity Website.

10.2.7 All enquiries regarding the allocation of Points must be directed to the Velocity Frequent Flyer Membership Contact Centre within:
(a) three months for Program Partner (excluding Airline Partner) related transactions; or
(b) six months for Airline Partner and Virgin Australia related transactions; from the date of any activity giving rise to the Member’s enquiry.

10.3 Points for Infants

10.3.1 Members under the age of 2 years who do not travel in their own paid seat on a Virgin Australia or Airline Partner flight will not be entitled to earn any Velocity Points.

10.4 Earning Points with Virgin Australia and Airline Partners

10.4.1 It is the responsibility of the Member to ensure the name on their Velocity Frequent Flyer Membership Account matches:

(a) their valid passport name; and,
(b) the name recorded in their Virgin Australia and/or Airline Partner Itinerary. If the Member fails to ensure the above, Points may not be earned.

10.4.2 Points will be earned for eligible travel on regular scheduled domestic and international flights marketed by Virgin Australia and Airline Partners. Unless otherwise specified by VRPL, Points will not be earned on transport other than air transport.

10.4.3 Details of the earn rate at which Points will be credited and restrictions applicable are based on the marketing carrier and fare class. Eligible fare classes are governed by the marketing carrier. Details of the earn rate are communicated on the Velocity Website. Additional conditions may apply and will be published by or on behalf of VRPL from time to time, either on Velocity Website or by providing notice to the Member's address or email address.

10.4.4 Silver, Gold and Platinum Members may receive a Points Bonus in addition to the Base Points allocated, as set out at the Velocity Website.

10.4.5 Points will be applied to Members based on the fare class ticketed and travelled. A higher Points earn rate will not be applied for any fare class upgrades where the ticket is not reissued (such as complimentary upgrades).

10.5 Earning Points with other Program Partners

10.5.1 VRPL has other arrangements with Program Partners in relation to the awarding of Points to Members. Such arrangements include the awarding of Points for the purchase of goods and services from Program Partners, participation in Program Partner loyalty schemes or promotions, and purchasing/performance incentives.

10.5.2 Members can earn Points in relation to goods and services provided by Program Partners in accordance with the rates and terms and conditions determined by the Program Partner and VRPL from time to time. These terms and conditions are subject to change without notice.

10.5.3 Members should check the applicable rates, terms and conditions with the relevant Partner or VRPL online at the Velocity Website or by calling the Velocity Frequent Flyer Membership Contact Centre before purchasing any such products or services.

10.5.4 VRPL may, from time to time, engage other Program Partners, participate in other such arrangements or approve other ways in which Members may earn Points or be eligible for Rewards. Where this occurs, the terms and conditions relevant to these arrangements will be available on the Velocity Website or through the Velocity Frequent Flyer Membership Contact Centre or the relevant Program Partner.

10.6 Other Restrictions

10.6.1 Points may not be earned or may be earned at different rates for Codeshare Flights. Please see the Velocity Website for full details.

10.6.2 Points for Virgin Australia domestic flights will be calculated on the basis of the Member’s personal fare (not including others flying with the Member, even if the Member has paid for their tickets), including taxes, fees and surcharges which are included in the fare. Points will not be earned on other fees or charges which do not form part of the Member’s base fare. These include (but may not be limited to) credit card surcharges, baggage charges, unaccompanied minor fees, fees associated with pets travelling and fees associated with changing flights, cancelling flights or providing a fare refund.

10.6.3 Unless otherwise specified, Points are not earned for the following:

(a) for tickets which are unused (in whole or part) or refunded (in whole or part). If a Member does not travel on all Flight Sectors of an Itinerary, they will not earn Points in respect of the unused Flight Sectors;
(b) for others flying with the Member (even if the Member has paid for their ticket);
(c) travel on charter flights (unless otherwise specified at time of booking);
(d) flights purchased as part of a packaged holiday (such as through Virgin Australia Holidays);
(e) subject to clause 10.6.5, tickets issued as Air Rewards, including Any Seat bookings;
(f) tickets issued by other loyalty programs;
(g) travel industry rebated tickets;
(h) competition prize tickets;
(i) tickets acquired at an auction;
(j) travel by Virgin Australia team members on duty or on staff concessional travel;
(k) travel under certain Government or corporate travel arrangements;
(l) on tickets which are subject to any specific provisions excluding the accumulation of Points which may include, for example and without limitation, discounted tickets; or
(m) ground or sea transport services with a Virgin Australia or airline partner flight number.

10.6.4 Exclusions from earning Points on Virgin Australia and Airline Partner services are subject to change at the absolute discretion of VRPL.

10.6.5 Effective for travel taken on or after 13 January 2013, Points may be earned for eligible Any Seat bookings.

10.7 Earning Points for the Carriage of Pets on Virgin Australia Domestic

10.7.1 Points may be earned by Members when they travel on Virgin Australia Domestic services and their pet dog or cat is travelling as an animal in hold (AVIH).

10.7.2 Points are awarded for each pet cage taken and a maximum of two pet cages per passenger may be transported. Velocity Points will be credited to the membership account of the member travelling with the pet. Some aircraft are limited to one pet cage per passenger.

10.7.3 Silver, Gold and Platinum Members may receive a Points Bonus in addition to the Base Points allocated, as set out at the Velocity Website.

10.7.4 Members are eligible to earn Points for the carriage of their pet dog or cat provided they book their pet/s directly with the Membership Contact Centre. Fees and charges may apply for pet bookings, please refer to the Virgin Australia Website for further information.

10.7.5 Unless otherwise specified, Points are not earned for the following:

(a) unaccompanied pets;
(b) Service dogs that travel in the cabin of the Virgin Australia Domestic flight;
(c) Any International transportation of pets.

10.7.6 Points will be awarded automatically to the Membership Account within 14 days after completion of travel.

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11. VELOCITY ESTORE

11.1 General

11.1.1 The Velocity eStore will be run in conjunction with International Customer Loyalty Programmers Pty Ltd (ICLP). ICLP may at any time publish and enforce any terms and conditions they feel necessary for the operation of the Velocity eStore.

11.1.2 ICLP will source and manage Retailers that will offer products and services for sale at the Velocity eStore.

11.1.3 Only current Members who are able to supply their Velocity Frequent Flyer Membership Number and password are permitted to access the Velocity eStore.

11.2 Configuration Requirements for the Velocity eStore

11.2.1 It is a condition of Membership that Members agree to the use of cookies to track and record purchases made by them at the Velocity eStore. It is a Member’s responsibility to ensure that cookies are turned on in their browser and that the security settings in their browser allow the use of cookies.

11.3 Earning Points through the Velocity eStore

11.3.1 Members can only earn Points for purchases they make through the Velocity eStore:

(a) after becoming a Member;
(b) when an individual is a current Member;
(c) after the date that the Velocity eStore joined the Rewards program;
(d) after the date the relevant Retailer becomes available at the Velocity eStore; and
(e) by providing their Velocity Frequent Flyer Membership Number.

11.3.2 Points earned on a purchase will be credited to the Member's Velocity Frequent Flyer Membership Account within 30 days.

11.3.3 VRPL may stipulate the calculation of Points per dollar spent or allocate fixed Points in relation to activity at the Velocity eStore.

11.3.4 In order to earn Points, a Member must be logged into the Velocity Website (using their Velocity Frequent Flyer Membership Number) and access the Retailers’ sites via links from the Velocity Website before making the purchase.

11.3.5 A Member can only nominate one Velocity Frequent Flyer Membership Number for each purchase they make.

11.4 Display of Points Earned from the Velocity eStore

11.4.1 A Member’s purchases are tracked and reported back to VRPL and ICLP by the Retailer.

11.4.2 Following a purchase, Members will be sent an email confirming their purchase and that their Points are ‘Pending’ approval from the Retailer.

11.4.3 Once a purchase has been approved by the Retailer, Points will be posted as "approved" and transferred to a Member’s Velocity Frequent Flyer Membership Account. Pending and approved Points are the sole responsibility of the Retailer from whom a purchase is made.

11.4.4 If a purchase is cancelled or goods are returned to a Retailer, the pending Points allocated for the purchase will be cancelled. The Points will then be removed from the Member’s Velocity Frequent Flyer Membership Account.

11.4.5 All enquiries regarding discrepancies with respect to Points from the Velocity eStore are to be directed to the Velocity Frequent Flyer Membership Contact Centre.

11.4.6 Should VRPL or ICLP suspect fraudulent or suspicious activity in relation to a Member’s Velocity Frequent Flyer Membership Account, VRPL may place the Member’s Velocity Frequent Flyer Membership Account on hold or suspend transactions.

11.5 Purchases on the Velocity eStore

11.5.1 Points may not be redeemed for the purchase of goods and services through the Velocity eStore.

11.5.2 The purchase price of all goods and services offered for sale at the Velocity eStore is in the currency specified by the Retailer. Members must check with the Retailer if they are in any doubt regarding the currency of their purchase.

11.5.3 Prices may be subject to fluctuation at any time.

11.5.4 All information and data displayed at the Velocity eStore by VRPL, ICLP or Retailers is offered for information purposes only and is binding only to the extent that the contents of any such information or data is expressly incorporated in writing in these Terms and Conditions.

11.5.5 All purchases of goods and services at the Velocity eStore will be subject to the terms and conditions of the Retailer from which they are purchased including, but not limited to, delivery and return policies. If Members have any questions regarding their purchase, or complaints, they must contact the Retailer directly.

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12. POINTS TRANSFERS

12.1 A Member can transfer Velocity Frequent Flyer Points from their Velocity Frequent Flyer Membership Account to the Velocity Frequent Flyer Membership Account of any of their Eligible Family Members (Points Transfer).

12.2 Any Points Transfer is subject to the following conditions:

(a) Members are entitled to a maximum of four Points Transfers each year from their Velocity Frequent Flyer Membership Account;
(b) each Points Transfer must be for a minimum of 5,000 Points and a maximum of 100,000 Points;
(c) Members can perform a Points Transfer for free online but a fee (in accordance with the Fee Schedule) will apply when transferring Points via the Velocity Frequent Flyer Membership Contact Centre;
(d) Members agree to ensure that they enter correct details before completing the Points Transfer; and
(e) Points Transfers cannot be reversed once made. 

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13. FAMILY POOLING

13.1 All Members are entitled to participate in a Points or Points and Status Credits Family Pooling arrangement consisting of one Beneficiary Account and up to five Contributing Accounts (Family Pool).

13.2 The following conditions apply to Family Pooling arrangements:

(a) A maximum of two Members of the Pool may be 18 years or over in age.
(b) A maximum of four Members of the Pool may be under 18 years of age.
(c) If a Member of a pooling relationship turns 18 years of age and results in the Pool having three Members 18 years or older, they are required to remove themselves from the pool.
(d) The Beneficiary Account and Contributing Accounts must be held by Members of a family living at the same residential address.
(e) The Family Pool is for family use only and cannot be used for commercial purposes or by commercial entities.
(f) Contributing Accounts must pool all of their Points or Points and Status Credits to the Beneficiary Account. Points or Points and Status Credits will be automatically transferred to the Beneficiary Account as soon as they are earned by the Contributing Account.
(g) Points will be automatically transferred to the Beneficiary Account as soon as they are earned to the Contributing Account by:
(i) Points Transfer under clause 12; and
(ii) Retro Claims, where the Family Pool was in existence at the time of travel.
(h) A Member with a Beneficiary Account may only participate in one Family Pool but is entitled to perform Points Transfers in accordance with clause 12.
(i) Points and Status Credits earned by a Member prior to the creation of a Contributing Account will not be pooled to the Beneficiary Account.
(j) VRPL may, at any time and at its discretion, determine that a Family Pool is not consistent with these Terms and Conditions and cancel any part or all of a Family Pool.
(k) Members can create, modify or cancel a Family Pool at any time on the My Account section of the Velocity Website. The Beneficiary Account and Contributing Accounts will be notified by email when any update is made to a Family Pool of which the Beneficiary Account or Contributing Accounts is a Member.

13.3 Points or Points and Status Credits automatically transferred to a Beneficiary Account cannot be reversed.

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14. REDEEMING POINTS FOR REWARDS

14.1 General

14.1.1 In these Terms and Conditions, references to the redemption of Points refers to the Member’s request to VRPL to manage the process under which a Program Partner is directed by VRPL to supply an eligible Reward to the Member in accordance with eligibility criteria set out on the Velocity Website from time to time.

14.1.2 Points may only be redeemed in the manner set out on the Velocity Website.

14.1.3 Without limiting the above, additional terms regarding the redemption of Points for particular types of Rewards are set out in the terms published by or on behalf of VRPL from time to time. In instances where there is inconsistency between these Terms and Conditions and any other terms published, these Terms and Conditions prevail.

14.1.4 The number of Points held in the Member’s Velocity Frequent Flyer Membership Account must be sufficient for the particular Reward requested by the Member at the time of processing their redemption request.

14.1.5 The monetary amount and/or number of Points required to be redeemed for a particular Reward is set out on the Velocity Website and is subject to change.

14.1.6 Conditions and travel restrictions apply for all Air Rewards purchased using Points, or Points + Pay, as set out in Section 15 of these Terms and Conditions.

14.1.7 We may, at any time without notice and without liability:

(a) alter the number of Points required to obtain a particular Reward;
(b) withdraw, cancel, withhold, deny access to, or use of, or in any way change any of the Rewards previously advertised, offered to or accepted by any Member; or
(c) impose additional restrictions on a Reward or conditions for obtaining a Reward.

14.1.8 All Rewards are subject to availability and restrictions imposed from time to time by the supplier of the Rewards. Separate terms and conditions may govern the Member’s relationship with Program Partners and the supply of Rewards.

14.1.9 VRPL and/or Program Partners may:

(a) impose times in which Rewards will not be available;
(b) make any changes (including withholdings and cancellations) to Rewards and their availability from time to time at our absolute discretion;
(c) supply a substitute Reward that is different from the particular Reward a Member has requested. VRPL will endeavour to ensure that any substitute Rewards will be of a comparable value and nature to the Reward requested by the Member;
(d) withdraw, replace or substitute Rewards from time to time without notice (at our absolute discretion); or
(e) limit, withdraw, modify, cancel or increase the availability of particular Rewards.

14.1.10 If a Member has ordered a Reward and it subsequently becomes unavailable, the Member’s consent will be obtained for a substituted Reward.

14.1.11 VRPL will take reasonable care when advertising available Rewards.

14.1.12 Rewards are not manufactured or supplied by VRPL and VRPL makes no commitments regarding the supply of particular Rewards. Without limitation, VRPL cannot guarantee the availability of particular Rewards to meet any redemption request except for Platinum and Gold Guaranteed Reward Seats for an Annual Family Trip.

14.1.13 Should a Member have any claim regarding the quality or otherwise of a Reward, the Member should direct that claim to the supplier of that Reward.

14.1.14 VRPL may receive a payment from Program Partners to enable the provision of Rewards to Members. 

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15. REDEEMING POINTS FOR AIR REWARDS

15.1 General

15.1.1 Redeeming Points for Air Rewards is subject to clause 14 of these Terms and Conditions relating to Redeeming Points for Rewards.

15.1.2 The number of Points required to redeem an Air Reward, and the Fare Rules applicable to that Air Reward, may be different depending on the type of Air Reward chosen (i.e. Reward Seat, Any Seat or Any Seat, Any Airline). It is recommended that Members consider the Fare Rules and Terms and Conditions for each type of Air Reward before making a booking.

15.1.3 When redeeming Points for Air Rewards via the Velocity Frequent Flyer Membership Contact Centre, an additional fee may be charged. Fees and charges are listed in the Fee Schedule.

15.1.4 Conditions and travel restrictions may apply for Air Rewards purchased using Points, as set out on the Velocity Website.

15.1.5 Redemption of Air Rewards is subject to seat availability at the time of booking.

15.1.6 Redemption pricing for Air Rewards is subject to change at the discretion of VRPL and may vary based on the route, fare class, time of booking, date and time of travel.

15.1.7 Where there is Reward Seat availability, the redemption of Air Rewards can be made up to 72 hours prior to flight departure for international long haul flights and up to 4 hours prior to flight departure for domestic and international short haul flights.

15.1.8 If the Member is 15 years of age or younger, Air Rewards redemptions must be made on their behalf by their parent or legal guardian. Restrictions and conditions apply to unaccompanied minors for some Air Rewards. Airline Partners may apply different restrictions, conditions and definitions of what constitutes an 'unaccompanied minor'.

15.1.9 Children and infants under 12 years of age may receive a discount subject to the relevant Fare Rules for the type of Air Reward redeemed.

15.1.10 The Velocity Frequent Flyer Membership Contact Centre may supply an Air Reward quotation upon request. Such quotations are not binding upon VRPL or Airline Partners until such time as a confirmed Air Rewards booking is created.

15.1.11 A Member may redeem their Points to acquire an Air Reward for a person other than the Member.

15.1.12 Additional baggage charges may apply and are payable in addition to Points redeemed. The baggage fees applicable will be the fees published on the Virgin Australia website on the date a Member makes their booking. Complimentary baggage allowances may apply to some fare types.

15.1.13 Additional conditions for redeeming Air Rewards may apply and will be published on the Virgin Australia Website or in promotional material we send to Members, from time to time.

15.1.14 Waitlisting is not available on Air Reward bookings.

15.1.15 An Air Reward itinerary must contain no more than 16 Flight Sectors.

15.1.16 Air Rewards have a Points Only and/or Points + Pay option for redemption. Members can elect which option they would like to use to make their redemption.

15.1.17 For the Points Only option, the number of Points specified for the acquisition of that Air Reward is the total number of Points required in order to redeem for that Air Reward booking and no further amount will be payable.

15.1.18 The Points + Pay option will require the combined redemption of the number of Points specified and payment on a Member’s Accepted Payment Card of the amount specified in order to book the Air Reward. Cheques, cash, Virgin Australia Gift Vouchers and Travel Bank account payments will not be accepted. Where the payment required on a Member’s Accepted Payment Card is equal to or more than $50, Members will be charged a Booking and Service fee.

15.2 Redeeming Points for Reward Seats

15.2.1 Redeeming Points for Reward Seats are subject to clause 15.1 of these Terms and Conditions relating to Redeeming Points for Air Rewards.

15.2.2 Children aged 2 years or older, or infants who require a seat, will be charged the same number of Points as an adult for a Reward Seat.

15.2.3 Once a Reward Seat booking is made, cancellations and date, time and route changes are subject to the Reward Seat Fare Rules.

15.2.4 Once travel has commenced, bookings are non-refundable. The Reward Seat is considered used, even if some Flight Sectors are not completed. Points will not be refunded to the Member's account for unused Flight Sectors.

15.2.5 Name changes are not permitted

15.2.6 Reward Seats are subject to capacity controls and availability is limited. Virgin Australia limits the number of Reward Seats available to Members at their absolute discretion. Some flights may not have any Reward Seats available. If a Reward Seat is not available on a flight, Members may choose another flight, date or destination that has a Reward Seat available.

15.2.7 Reward Seats Seats must be booked using the airline code (e.g. VA for Virgin Australia) of the airline operating the flight unless otherwise specified by VRPL. Reward Seats are not available on Codeshare Flights or Charter Flights.

15.2.8 A Reward Seat booking cannot be converted into an Any Seat booking.

15.2.9 Reward Seat and Any Seat fares cannot be combined into the one booking.

15.2.10 Where a Member has used Points Only to redeem a Reward Seat booking, subject to the relevant Fare Rules, any refunds due to the Member will be credited back into the Membership Account the Points were deducted from.

15.2.11 Where a Member has used Points + Pay to redeem a Reward Seat booking, subject to the relevant Fare Rules, the Member may receive a refund of the Points + Pay components. Any Points refund will be credited back into the Membership Account and any pay component will be refunded either to a Travel Bank account or to the Accepted Payment Card the payment was originally deducted from.

15.3 Redeeming Points for Any Seat Rewards

15.3.1 Redeeming Points for an Any Seat Reward is subject to clause 15.1 these Terms and Conditions relating to Redeeming Points for Air Rewards.

15.3.2 Any Seat bookings for travel on Airline Partners may be redeemed on Codeshare Flights as specified by VRPL.

15.3.3 Fare Rules, terms and conditions of carriage and any other conditions for individual Any Seat bookings are set by the marketing carrier.

15.3.4 An Any Seat booking cannot be converted into a Reward Seat booking.

15.3.5 Any Seat and Reward Seat fares cannot be combined into the one booking.

15.3.6 Where a Member has used Points Only or Points + Pay to redeem an Any Seat booking, subject to the relevant Fare Rules, any refunds due to the Member will be stored as credit in the Member’s Travel Bank account. The credit will be stored as a dollar value which represents the unused refundable portion of the Any Seat ticket or booking (allocated by Virgin Australia based on the original fare or commercial ticket value as referred to in the Marketing Carrier’s Fare Rules), less any applicable cancellation fee (or refund fee) set out in the Marketing Carrier’s Fare Rules.

15.4 Redeeming Points for Any Seat, Any Airline Rewards

15.4.1 All Members are entitled to redeem Points for flights on eligible airlines located anywhere in the world (Any Seat, Any Airline).

15.4.2 In order to redeem Points for a flight under the Any Seat, Any Airline benefit:

(a) the airline must allow:
(i) bookings to be made via a Global Distribution System or website; and
(ii) accept payment at the time of booking, including by Accepted Payment Card;
(b) the Member must have a sufficient number of Points in their Velocity Frequent Flyer Membership Account at the time of booking to cover the entire cost of the booking with either:
(i) Points Only; or
(ii) Points + Pay using an Accepted Payment Card, in which case minimum Points thresholds will apply; and
(c) there must be the necessary seat availability on that flight.

15.4.3 A Member can redeem an Any Seat, Any Airline flight by calling the Velocity Frequent Flyer Membership Contact Centre at least 7 days prior to the desired date of departure. VRPL will charge a booking fee, which may include a ticketing fee and service fee per passenger. Fees and charges are listed in the Fee Schedule.

15.4.4 An Any Seat, Any Airline redemption cannot be ticketed on the same itinerary as a Program Partner award redemption and will be treated as a separate booking.

15.4.5 Any booking changes, cancellations or refunds, are governed by the Fare Rules and terms and conditions of carriage applicable to that booking as notified at the time of booking. 

15.4.6 Where a Member has used Points or Points + Pay to redeem an Any Seat, Any Airline booking, subject to the relevant Fare Rules, any refunds due to the Member will be stored as credit in the Member’s Travel Bank account. The credit will be stored as a dollar value which represents the unused refundable portion of the Any Seat, Any Airline ticket or booking (allocated by Virgin Australia based on the original fare or commercial ticket value as referred to in the Fare Rules), less any applicable cancellation fee (or refund fee) and any fees applicable to making the original booking set out in the Fare Rules.

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16. VELOCITY FREQUENT FLYER REWARD STORE

16.1 Products Ordered Through the Rewards Store.

16.1.1 Products will only be available through the Rewards Store at the time we post the entry in relation to the Product on the Rewards Store.

16.1.2 A Product may become unavailable before we process a Member’s order and delivery form.

16.1.3 Orders for Products may be cancelled if a Member cancels an order for Products through the Velocity Frequent Flyer Membership Contact Centre and the cancellation is received by VRPL before VRPL despatches the order to the relevant supplier.

16.1.4 Products ordered through the Rewards Store will not be despatched until the credit card payment (where relevant) for that Product has been authorised by the relevant merchant bank and VRPL and until the relevant Points have been deducted from the Member’s Velocity Frequent Flyer Membership Account.

16.1.5 All delivery addresses which a Member provides for purchases through the Rewards Store must be physical addresses in Australia or New Zealand. Post office box addresses will not be accepted. Deliveries will not be made outside New Zealand and Australia.

16.1.6 VRPL will endeavour to deliver Products purchased through the Rewards Store within 14 working days (excluding public holidays) of the completion of the order (including credit card authorisation and confirmation of the availability of sufficient Points).

16.1.7 If VRPL is unable to deliver a Product ordered by the Member through the Rewards Store, VRPL will endeavour to agree an alternate delivery arrangement with the Member. If VRPL has made three unsuccessful attempts to deliver a Product ordered by the Member, VRPL will return the Product to the supplier, and:
(a) any monetary funds paid towards the cost of any Product will be refunded to the Accepted Payment Card (excluding all delivery charges); and
(b) the Points cost of the Product will be reinstated (excluding all delivery charges).

16.1.8 It is a condition of Membership that Members agree to direct all enquiries regarding discrepancies with respect to payments for purchases from the Rewards Store to the Velocity Frequent Flyer Membership Centre within six months from the date of the relevant purchase.

16.1.9 Products may have a Points Only and/or Points + Pay option for redemption. Members can elect which option they would like to use to make their redemption.

16.1.10 For the Points Only option, the number of Points specified for the acquisition of that Product is the total number of Points required in order to redeem for that Product, and no further amount will be payable.

16.1.11 The Points + Pay option will require the combined redemption of the number of Points specified and payment on a Member’s Accepted Payment Card of the amount specified in order to acquire the Product. Cheques, cash, Virgin Gift Australia Vouchers or Travel Bank payments will not be accepted.

16.1.12 Unless the terms of use of a particular Product provide otherwise, all Products in the form of certificates must be used by the expiry date shown on the certificate.

16.1.13 Products will not be replaced if stolen, lost, damaged, destroyed or otherwise altered after delivery to the delivery address nominated by the Member.

16.1.14 Subject to clause 16.1.4 and any statutory rights which the Member may have and which cannot be excluded:

(a) Members must return any Products purchased through the Rewards Store which are faulty, damaged or unfit for use within seven working days of delivery in order for us to assist the Member to claim an exchange or refund;
(b) in respect of any such exchange, we will endeavour to organise for the collection of the faulty, damaged or unfit Product and to arrange for the despatch of a replacement at no further cost to the Member;
(c) if a Member requests a refund in respect of any such Product, we will, on return of it within a seven working days' period, refund the purchase price (including delivery charges and returned cost) and make the necessary adjustment to the Member’s Points, and credit card payment arrangements;
(d) adjustments to a Member’s Points may take up to seven working days to be effected; and
(e) if a Member does not return any faulty, damaged or unfit Products within seven working days of delivery, then there will not be any Points adjustment and any rights the Member may have shall be limited to those under the relevant manufacturer's/originator's warranties applicable to that Product and must be directed to the relevant manufacturer/originator - we do not provide warranty services.

16.1.15 To remove doubt, our obligations under clause 16.1.14 are not obligations assumed as a supplier of Products, but additional commitments we have undertaken in consideration of a Member’s use of the Rewards Store.

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17. GUARANTEED REWARD SEATS FOR AN ANNUAL FAMILY TRIP

17.1 Velocity Gold and Platinum Members are eligible for Guaranteed Reward Seats for an Annual Family program benefit and are subject to the following Terms and Conditions

17.2 Gold Guaranteed Reward Seat for an Annual Family Trip

17.2.1 VRPL guarantees that Gold Members can make one booking for up to four Economy Reward Class return flights to any destination serviced by Virgin Australia on its Australian domestic network, in each Total Benefit Period (Gold Guaranteed Reward Seats for an Annual Family Trip).

17.2.2 The Gold Member must be included and travelling in the booking for the Gold Guaranteed Reward Seats for an Annual Family Trip.

17.2.3 The request for the Gold Guaranteed Reward Seats for an Annual Family Trip must:

(a) include the desired departure and return dates, destination and number of guests travelling;
(b) be made at least six months prior to the desired date of departure; and
(c) allow for a three day booking window for each Flight Sector (one day either side of the desired departure and return dates).

17.2.4 Clause 17 of these Terms and Conditions applies to the redemption of Points for the Gold Guaranteed Reward Seats for an Annual Family Trip.

17.2.5 The entitlement to the Gold Guaranteed Reward Seats for an Annual Family Trip will expire if not redeemed (by making a booking in accordance with clause 17.2.3) before the Gold Member’s next Review Date. The travel dates for flights in the booking for the Gold Guaranteed Reward Seats for an Annual Family Trip are not required to be within the current Total Benefit Period.

17.3 Platinum Guaranteed Reward Seats for an Annual Family Trip

17.3.1 VRPL guarantees that Platinum Members can make one booking for up to four guests on:

(a) Virgin Australia domestic Economy Reward Class return flights; or
(b) Economy Reward Class return flights departing from Australia (or from New Zealand if the Platinum Member is a New Zealand based Member) to any international destination to which the Virgin Australia or an Airline Partner flies;

in each Total Benefit Period (Platinum Guaranteed Reward Seats for an Annual Family Trip).

17.3.2 The Platinum Member must be included and travelling in the booking for the Platinum Guaranteed Reward Seats for an Annual Family Trip.

17.3.3 The request for the Platinum Guaranteed Reward Seats for an Annual Family Trip on domestic flights must:

(a) be made at least six months prior to the desired date of departure; and
(b) allow for a three day booking window for each flight (one day either side of the desired departure and return dates).

17.3.4 If the Platinum Member chooses to redeem Platinum Guaranteed Reward Seats for an Annual Family Trip on international flights, the Platinum Member can call the Velocity Frequent Flyer Membership Contact Centre to request a booking. The following conditions apply to a request by a Platinum Member under this clause 17.3.4:

(a) The request must:
(i) include the desired departure and return dates, destination and number of guests travelling;
(ii) be made at least six months prior to the desired date of departure; and
(iii) allow for a seven day booking window for each flight (three days either side of the desired departure and return dates).

(b) The airline and flight will be chosen at VRPL's discretion.
(c) If there is no direct flight available from the Platinum Member's desired airport of departure in Australia, VRPL may offer to fly the Platinum Member and their travelling guests to a more suitable Australian airport for departure, at VRPL’s expense.

17.3.6 Clause 17 of these Terms and Conditions applies to the redemption of Points for the Platinum Guaranteed Reward Seats for an Annual Family Trip.

17.3.7 The entitlement to the Platinum Guaranteed Reward Seats for an Annual Family Trip will expire if not redeemed (by making a booking in accordance with clause 17.3.3 for domestic flights or clause 17.3.4 for international flights) before the Platinum Member’s next Review Date. The travel dates for flights in the booking for the Platinum Guaranteed Reward Seats for an Annual Family Trip are not required to be within the current Total Benefit Period.

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18. VELOCITY FREQUENT FLYER COMPLIMENTARY PARTNER MEMBERSHIP

18.1 Gold and Platinum Members are entitled to enrol once into each of:

(a) one car hire loyalty program with a Program Partner (Car Hire Partner Program);
(b) one hotel loyalty program with a Program Partner (Hotel Partner Program); and
(c) one travel service product with a Program Partner (Travel Service Partner Program),
at no charge for 12 months in accordance with this clause Complimentary Partner Membership. 

18.2 The membership level for the 12 months of Complimentary Partner Membership will be equivalent to the Member's Membership Level in Velocity Frequent Flyer, as determined by the relevant Program Partner. At the end of the 12 month period, Complimentary Partner Membership will end. Eligibility for continued membership in the Program Partner’s loyalty program and the membership level after the 12 months of Complimentary Partner Membership will be determined in accordance with clause 18.7.

18.3 By enrolling in the Complimentary Partner Membership, the Member accepts the terms and conditions of that Program Partner’s program or service. The Member is bound by the Program Partner's terms and conditions for the duration of their Complimentary Partner Membership.

18.4 When a Complimentary Partner Membership request is made via the Velocity Website, the Member authorises VRPL and Virgin Australia to provide the Member's Personal Information to the selected Program Partner for Complimentary Partner Membership purposes, including responding to requests from the Program Partner to successfully complete enrolment in the Complimentary Partner Membership, in accordance with clause 28.

18.5 All Members enrolled in a Complimentary Partner Membership will have their Membership Number entered and Velocity Frequent Flyer selected as their loyalty program of choice for the purpose of earning Velocity Points through eligible transactions with the relevant Program Partner during the period of Complimentary Partner Membership. Unless a Member contacts the Program Partner and elects to nominate an alternative loyalty program, this nomination of Velocity Frequent Flyer will continue once the period of Complimentary Partner Membership has ended.

18.6 The Member will receive a welcome letter and or email from the Program Partner confirming their Complimentary Partner Membership

18.7 A Member's eligibility for continued membership in the Program Partner's loyalty program after Complimentary Partner Membership and the membership level will be as follows:

18.7.1 For Car Hire Partner programs and Hotel Partner Programs, subject to the Member fulfilling the standard program requirements outlined in the relevant Car Hire Partner Program or Hotel Partner Program's terms & conditions to maintain the relevant membership level in the Car Hire Partner Program or Hotel Partner Program. The relevant Program Partner will conduct a review according to the terms and conditions of the relevant Car Hire Partner Program or Hotel Partner Program. If the Member did not fulfil the requirements to retain their membership level in the Car Hire Partner Program or Hotel Partner program, the Member may continue as a member of the Car Hire Partner Program or Hotel Partner Program, but their status may be downgraded within the Car Hire Partner Program or Hotel Partner Program;

18.7.2 For Travel Service Partner Programs, the Program Partner may invite the Member to purchase a continued membership in the Travel Service Partner Program for a membership period to be determined by the relevant Program Partner and for a fee to be determined by the relevant Program Partner; and

18.7.3 Continued membership is subject to the relevant Program Partner’s terms and conditions. We are not involved in the continued membership, including status reviews or setting fees.

18.8 A downgrade or upgrade to a different Membership level of Velocity Frequent Flyer during the period of Complimentary Partner Membership will not affect the validity of any existing Complimentary Partner Membership. If the Member has become eligible for a different level of membership offered by the Program Partner in the Car Hire Partner Program, Hotel Partner Program or Travel Service Partner Program and wishes to enrol in that membership level, the Member can complete this enrolment through the 'My Benefits' section of the Velocity Website.

18.9 If a Member is an existing member of the Car Hire Partner Program, Hotel Partner Program or Travel Service Partner Program, Members should advise the Program Partner, who may endeavour to identify the existing account details for enrolment of a Complimentary Partner Membership instead of creating a duplicate membership record.

18.10 VRPL and Virgin Australia are not responsible for the delivery of Car Hire Partner Programs, Hotel Partner Programs or Travel Service Partner Programs (including the provision of membership benefits in the Partner Program). VRPL and Virgin Australia accept no liability in respect of a Member's participation in and Complimentary Partner Membership or any continued membership after the period of Complimentary Partner Membership ends.

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19. FLIGHT UPGRADES USING POINTS

19.1 General

19.1.1 Flight Upgrades Using Points on Flight Sectors where Virgin Australia is the Marketing Carrier and operates the flights are subject to capacity controls and availability is limited. Upgrades Using Points will be allocated to a Member based on the availability at the time of booking (UpgradeMe Points).

19.1.2 An Upgrade Using Points can be redeemed by a Member for their own use or for the use of other guests. The Points used to redeem an Upgrade Using Points will be deducted from the Member’s Membership Account at the time of processing the Upgrade Using Points. Members must have sufficient Points in their Membership Account for the requested upgrade at the time they request the Upgrade Using Points.

19.1.3 VRPL reserve the right to alter, at any time and at its discretion, the number of Points required to redeem an Upgrade Using Points.

19.1.4 Members will earn Status Credits and Points based on the original fare class booked for flights where an Upgrade Using Points has been redeemed.

19.1.5 Flight upgrades are not available on:

(a) Reward Seats;
(b) Virgin Australia Codeshare Flights;
(c) Any Virgin Australia flight where an airline other than Virgin Australia has issued the Itinerary;
(d) Group bookings
(e) Fares ineligible to earn Points, such as:

(i) Travel industry reduced fare tickets;
(ii) Prize tickets; or
(iii) Any other promotional offers.

19.1.6 The following conditions apply to the use of Upgrades Using Points:

(a) Upgrades Using Points cannot be used in conjunction with an open dated ticket.
(b) The Fare Rules applicable to the fare originally purchased will apply up until departure, irrespective of upgraded class of travel.
(c) Special meals may not be available in the upgraded class of travel.
(d) Any additional services purchased as part of the original purchased fare will be forfeited and are non-refundable.
(e) If an Upgrade Using Points is requested on two or more individual Flight Sectors shown on an Itinerary, the Points required will be calculated and quoted separately for each Flight Sector.

19.2 Virgin Australia Domestic

19.2.1 All Members are entitled to redeem Points for Upgrades Using Points to Business Class on Virgin Australia Domestic flights when a Saver Fare or Flexi Fare is purchased, by redeeming Points at the rates set out in the Flight Upgrades table available on the Velocity Website.

19.2.2 Upgrade Using Points for Virgin Australia Domestic flights can be redeemed by calling the Membership Contact Centre no later than 3 hours prior to the desired time of departure.

19.3 Virgin Australia International Short Haul

19.3.1 All Members are entitled to redeem Points for Upgrades Using Points to Premium Economy Class or Business Class on Virgin Australia International Short Haul flights when a Flexi Fare is purchased, by redeeming Points at the rates set out in the Flight Upgrades table available on the Velocity Website.

19.3.2 Upgrade Using Points for Virgin Australia International Short Haul flights can be redeemed by calling the Membership Contact Centre no later than 3 hours prior to the desired time of departure.

19.4 Virgin Australia International Long Haul

19.4.1 Platinum and Gold Members are entitled to redeem Points for Upgrades Using Points to Premium Economy Class or Business Class on Virgin Australia International Long Haul flights.

19.4.2 The following conditions apply to the use of Virgin Australia International Long Haul Upgrades Using Points:

(a) Upgrades Using Points will only apply to Virgin Australia International Long Haul fares booked in Flexi, Premium Saver and Premium;
(b) Upgrades Using Points may only be used to obtain an upgrade as follows:

(i) from a Flexi Fare to the Premium Economy cabin or to the Business cabin; and
(ii) from a Premium Saver Fare or Premium Fare to the Business cabin, and the Fare Rules applicable to the original booking will continue to apply.

19.4.3 Upgrades Using Points for Virgin Australia International Long Haul can be redeemed by calling the Membership Contact Centre no later than 3 hours prior to the desired time of departure.

19.5 Virgin Australia Domestic– Upgrades at the Virgin Australia lounge

19.5.1 Members may be permitted to Upgrade Using Points at Virgin Australia lounges at the rates set out in the Flight Upgrades table available on the Velocity Website. Upgrades Using Points at the Virgin Australia lounge are only available for Virgin Australia Domestic flights.

19.5.2 Only Members who have access to the Virgin Australia lounge may request an Upgrade Using Points at Virgin Australia lounges. For the avoidance of doubt, Members may not request to Upgrade Using Points at lounges operated by other airlines including lounges operated by Virgin Australia’s Airline Partners.

19.5.3 Only Members who have purchased Flexi Fares are entitled to Upgrade Using Points at Virgin Australia lounges. Members who have purchased Saver Fares are unable to Upgrade Using Points at the Virgin Australia lounge.

19.5.4 Members who Upgrade Using Points at Virgin Australia lounges may only request a one-class upgrade from Economy Class to Business Class on flights where Virgin Australia is the Marketing Carrier and operates the flight.

19.5.5 Upgrades Using Points at Virgin Australia lounges are only available for individual Flight Sectors. For example Upgrading Using Points at the Virgin Australia lounge would only be available for the first Flight Sector (Perth to Sydney) of a Perth to Brisbane Journey via Sydney.

19.5.6 Members may only request to Upgrade Using Points at Virgin Australia lounges between 3 hours prior to a flight’s scheduled departure time until 40 minutes prior to the flight’s scheduled departure time.

19.5.7 On or after 8 April 2014, Upgrades Using Points issued at Virgin Australia lounges are non-refundable and the Member will forfeit any Points used to redeem the Upgrade Using Points if changes or cancellations are requested.

19.5.8 The provision of Business Class upgrades at the Virgin Australia lounge is subject to availability of the applicable booking class and operational requirements. Special meals may not be available in the upgraded class.

19.5.9 Virgin Australia may restrict this facility without prior notice.

19.5.10 Upgrades Using Points at Virgin Australia lounges is only available for Virgin Australia Domestic flights departing from the airport in which the Member making the request is located.

19.6 Changes and Cancellations to Upgrades Using Points Redeemed Prior to 8 April 2014

19.6.1 This clause 18.6 applies to Upgrades Using Points which have been redeemed prior to 8 April 2014, where travel is before, on or after 8 April 2014.

19.6.2 Members can make changes and cancellations to their Upgrade Using Points by calling the Membership Contact Centre.

19.6.3 Subject to seat availability, Members are permitted to make changes to a confirmed Upgrade Using Points before the flight’s scheduled departure at no charge.

19.6.4 Members are permitted to cancel a confirmed Upgrade Using Points before the flight’s scheduled departure, and revert to the original fare provided the original fare is still available on that Flight Sector. The Points used to redeem the Upgrade Using Points will be refunded to the original Membership Account.

19.6.5 If a Flight Sector is cancelled by the Member, or changed to a new routing, the upgrade will be cancelled, Points will be refunded and a new Upgrade Using Points request must be made.

19.7 Changes and Cancellations to Upgrades Using Points Redeemed On or After 8 April 2014

19.7.1 This clause 18.7 applies to Upgrades Using Points which have been redeemed on or after 8 April 2014, where travel is on or after 8 April 2014.

19.7.1 Members can make changes and cancellations to their Upgrade Using Points by calling the Membership Contact Centre.

19.7.2 If there is more than 24 hours before the flight’s scheduled departure:

(a) Subject to seat availability, Members are permitted to make changes to a confirmed Upgrade Using Points, by paying the applicable fee specified in the Fee Schedule; or
(b) Members are permitted to cancel a confirmed Upgrade Using Points, and revert to the original fare provided the original fare is still available on that Flight Sector, by paying the applicable fee specified in the Fee Schedule. The Points used to redeem the Upgrade Using Points will be refunded to the original Membership Account.

19.7.3 Members who cancel or change a confirmed Upgrade Using Points within 24 hours of the flight’s scheduled departure, or fail to board a flight for which an Upgrade Using Points has been confirmed (no-show), will forfeit the Points used to redeem the Upgrade Using Points.

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20. STATUS CREDITS, MEMBERSHIP LEVELS AND BENEFITS

20.1 General

20.1.1 Status Credits do not have any cash value and are not convertible into cash.

20.1.2 Status Credits:

(a) are solely a unit of measurement adopted by VRPL and do not form a contractual right, property or currency;
(b) are not subject to a Member’s direction, control or other entitlement;
(c) cannot be purchased;
(d) can only be earned by an individual once they are a Member;
(e) have earn methods and rates which may be limited, withdrawn, modified, cancelled, increased or otherwise amended from time to time by us.

20.1.3 A Member may earn Status Credits only in relation to Virgin Australia and Airline Partner flights which are eligible to earn and are travelled from 30 days prior to their Membership join date. Except as provided elsewhere in these Terms and Conditions, or as otherwise specified by VRPL, Status Credits may be credited only to the account of the Member who has taken an eligible flight.

20.1.4 Members may check the number of Status Credits in their Velocity Frequent Flyer Membership Account from time to time at no cost by logging into their Velocity Frequent Flyer Membership Account via the Velocity Website or by contacting the Velocity Frequent Flyer Membership Contact Centre. A Member’s Velocity Frequent Flyer Membership Account may not be available when we are undertaking maintenance of the Velocity Website.

20.1.5 To earn Status Credits (where eligible) a Member will need to provide the relevant Velocity Frequent Flyer Airline Partner with their Velocity Frequent Flyer Membership Number at the time of reservation and the Member may need to show their Velocity Frequent Flyer Membership Card at the time of check-in.

20.1.6 It is the responsibility of the Member to ensure the name on their Velocity Frequent Flyer Membership Account matches:

(a) their valid passport name; and,
(b) the name recorded on their Virgin Australia and/or Airline Partner Itinerary. If the Member fails to ensure the above, Status Credits may not be earned.

20.1.7 Family Pooling of Status Credits is subject to the Terms and Conditions outlined in clause 12 in these Terms and Conditions.

20.1.8 A Member’s Membership Level may change depending on how many Status Credits they have earned.

20.1.9 Status Credits cannot be used to redeem Rewards.

20.1.10 Status Credits are tracked and listed separately in a Member’s Velocity Frequent Flyer Membership Account and on their activity statement for the sole purpose of determining their Membership Level.

20.1.11 Status Credits are valid for 12 months from the travel date of the eligible flight.

20.1.12 Without incurring any liability to a Member, we may reverse or cancel Status Credits which have been allocated to the Member through a breach of these Terms and Conditions by the Member or otherwise incorrectly.

20.1.13 Status Credits can only be earned through eligible transactions with Program Partners as defined on the Velocity Website or on any additional conditions published by or on behalf of VRPL from time to time.

20.1.14 Status Credits will be awarded to Members based on the fare class ticketed and travelled and a higher rate of earn will not be applied for any cabin upgrades where the ticket is not reissued (such as complimentary upgrades).

20.1.15 Status Credits are not earned on all Airline Partners.

20.2 Allocation of Status Credits

20.2.1 Status Credits earned from eligible Virgin Australia marketed and operated services will be credited within 7 days of completed travel.

20.2.2 There may be some delay between eligible transactions with Program Partners and the allocation of Status Credits into a Member’s Velocity Frequent Flyer Membership Account.

20.2.3 We will not allocate Status Credits (and may reverse any allocation) in respect of any transaction which is the subject of a cancellation, refund, or which has been allocated in error.

20.2.4 If a Member is also a member of another Airline Partner loyalty program then they may only earn Status Credits in one program for any flight with the Airline Partner unless otherwise specified by VRPL. We will not allocate Status Credits which are also the subject of credits in such other program. VRPL is in no way responsible for the operation of these other programs and any benefits under these other programs are subject to the terms and conditions of those programs.

20.2.5 Specific limits regarding Status Credits for specific types of transactions are set out in these Terms and Conditions, and also on the Velocity Website. VRPL may, at any time, apply additional terms in respect of the availability of, and eligibility for, Status Credits by notice on the Velocity Website or in accordance with these Terms and Conditions. It is a condition of Membership that a Member agrees to observe these additional terms. If there is any conflict between those additional terms and these Terms and Conditions, the latter prevail.

20.2.6 Transactions which qualify for Status Credits and the basis upon which Status Credits are earned differ amongst Airline Partners and may vary depending on the Member’s Membership Level within Velocity Frequent Flyer. The earning propositions from time to time of various Program Partners are outlined on the Velocity Website.

20.2.7 All enquiries regarding allocating Status Credits must be directed to the Membership Contact Centre within six months from the date of any activity giving rise to the Member’s enquiry. We are not required to take any action in relation to an enquiry which is not made within six months after the activity that the Member’s enquiry relates to.

20.3 Status Credits for Infants

20.3.1 Members under the age of 2 years who do not travel in their own paid seat on a Virgin Australia or Airline Partner flight will not be entitled to earn any Status Credits.

20.4 Other Restrictions

20.4.1 Status Credits may not be earned or may be earned at different rates for Codeshare Flights. Please see the Velocity Website for full details.

20.4.2 Unless otherwise specified, Status Credits are not earned for the following:

(a) for tickets which are unused (in whole or part) or refunded (in whole or part). If the Member does not travel on all sectors of an Itinerary, the Member will not earn Status Credits in respect of the unused Flight Sectors;
(b) for others flying with the Member (even if the Member has paid for their ticket);
(c) travel on charter flights (unless otherwise specified at time of booking);
(d) flights purchased as part of a packaged holiday (such as through Virgin Australia Holidays);
(e) subject to clause 20.4.4, tickets issued as Air Rewards, including Any Seat bookings;
(f) tickets issued by other loyalty programs;
(g) travel industry rebated tickets;
(h) competition prize tickets;
(i) tickets acquired at an auction;
(j) travel by Virgin Australia team members on duty or on staff concessional travel;
(k) travel under certain Government or corporate travel arrangements;
(l) on tickets which are subject to any specific provisions excluding the accumulation Status Credits which may include, for example and without limitation, discounted tickets; or
(m) ground or sea transport services with a Virgin Australia or airline partner flight number.

20.4.3 Exclusions from earning Status Credits on Virgin Australia and Airline Partners are subject to change at the absolute discretion of VRPL.

20.4.4 For travel taken on or after 13 January 2013, Status Credits may be earned for eligible Any Seat bookings.

20.5 Membership Levels

20.5.1 New Members enter the Velocity Frequent Flyer Program at the Membership Level of Red. During their Membership, Members may then qualify for higher Membership Levels such as Silver, Gold and Platinum. The method of attaining these higher Membership Levels is set out in these Terms and Conditions.

20.5.2 An individual can only be a Member of one Membership Level at any one time.

20.5.3 Velocity Frequent Flyer may upgrade, downgrade or maintain a Member's Membership Level at its absolute discretion.

20.5.4 To either maintain or upgrade to a Silver, Gold or Platinum Membership, a Member needs to fly the required number of Eligible Sectors and earn the number of Status Credits as set out in section 20.5.5.

20.5.5 The number of Status Credits and Eligible Sectors required to upgrade to and maintain each Membership Level is set out below:

 Membership Level To Upgrade To Maintain
 Status Credits  Eligible Sectors  Status Credits  Eligible Sectors
 Silver  250  2  200  2
 Gold  500  4  400  4
 Platinum  1,000  8  800  8

20.6 Eligible Sectors (for travel taken prior to 13 January 2013)

20.6.1 Where a Member travels on a domestic or international short haul Virgin Australia marketed flight, the entire Journey flown is deemed to be one Eligible Sector. For the avoidance of doubt, in the situation that a Journey comprises two or more connecting Flight Sectors, no more than one Eligible Sector will be deemed to have been flown (irrespective of the number of individual connecting Flight Sectors flown).

20.6.2 Where a Member travels on an international long haul Virgin Australia marketed flight, each Flight Sector flown will be considered to be an Eligible Sector.

20.6.3 Where a Member travels on a Journey comprising of a combination of:

(a) a domestic or international short haul Virgin Australia marketed flight; and
(b) an international long haul Virgin Australia marketed flight, where a domestic or international short haul Flight Sector connects with an international long haul Flight Sector, both Flight Sectors will be considered to be Eligible Sectors.

20.6.4 Eligible Sectors are determined by VRPL at its sole discretion and VRPL may exclude any travel, tickets and fares outlined in clause 20.4 from eligibility to earn Status Credits.

20.6.5 Eligible Sectors exclude a flight on a Virgin Australia aircraft, where another airline’s flight number is entered on the Itinerary, unless that flight is specified by VRPL as an Eligible Sector.

20.7 Eligible Sectors (for travel taken on or after 13 January 2013)

20.7.1 Where a Member travels on a Virgin Australia marketed flight (irrespective of whether the Journey consists of domestic, international short haul or international long haul Flight Sectors), each Flight Sector will be considered an Eligible Sector.

20.8 Daily Status Review

20.8.1 With Velocity Frequent Flyer’s Daily Status Review, a Member’s Membership Level is assessed daily based on their Status Credits and Eligible Sector balances. A Member’s Status Credit and Eligible Sector balance is calculated based on the number of Status Credits earned and Eligible Sectors flown in the previous 12 months.

20.9 Status Credits and Eligible Sectors Required to Upgrade to a Higher Membership Level

20.9.1 On any given day, if the total number of Status Credits earned and Eligible Sectors flown during the previous 12 months meets the upgrade criteria in clause 20.5.5, the Member will be upgraded to that Membership Level for the Benefit Period.

20.10 Status Credits Required to Maintain a Membership Level

20.10.1 On each Review Date, if the total number of Status Credits earned and Eligible Sectors flown during the previous 12 months meets the criteria in clause 20.5.5 to maintain a Member ’s current Membership Level, then they will maintain that Membership Level for the Benefit Period after the Review Date.

20.11 Downgrading a Membership Level

20.11.1 If the total number of Status Credits earned and Eligible Sectors flown at a Member’s Review Date does not meet the criteria in clause 20.5.5 to maintain their current Membership Level, then the Member’s Membership Level will be downgraded to the Membership Level below their current Membership Level.

20.11.2 In respect of any adjustment to a lower Membership Level, a Member will continue to enjoy the benefits of their previous Membership Level for a one month grace period.

20.11.3 If a Member earns the required number of Status Credits in clause 20.5.5, however they do not meet the required number of Eligible Sectors, their Membership Level will be downgraded. Likewise, if a Member flies the required number of Eligible Sectors in clause 20.5.5, however they do not meet the required number of Status Credits, their Membership Level will be downgraded.

20.12 Pilot Gold

20.12.1 Selected Members who have not earned sufficient Status Credits to upgrade to Gold Membership may be offered Pilot Gold Membership by VRPL for a three month trial period (“Pilot Gold Membership”).

20.12.2 These Terms and Conditions will apply to Members who have received an offer of Pilot Gold Membership from VRPL. If a Member accepts the offer, they agree to be bound by these Terms and Conditions.

20.12.3 In these Terms and Conditions, ‘Pilot Gold Review Date' means the date three months after the date on which a Member is upgraded to Pilot Gold Membership.

20.12.4 Members who are offered Pilot Gold Membership will be given Gold Membership for a three month period (“Pilot Gold Membership Period”) and will receive all of the benefits of Gold Membership during this time, other than those Gold Membership benefits set out in clause 20.12.5 of these Terms and Conditions.

20.12.5 The following Gold Membership benefits are excluded from Pilot Gold Membership:

(a) Complimentary Partner Memberships;
(b) Guaranteed Reward Seats for an Annual Family Trip;
(c) Membership Pause for Parental Leave; and
(d) The ability to benefit from a Family Pool.

20.12.6 VRPL may offer Pilot Gold Membership to Members in its sole discretion.

20.12.7 Pilot Gold Members are bound by the Velocity Frequent Flyer Terms and Conditions for the duration of their Pilot Gold Membership.

20.12.8 Members who accept Pilot Gold Membership will continue to earn Status Credits, Points and Eligible Sectors in the same way as other Members during the Pilot Gold Membership Period.

20.12.9 During the Pilot Gold Membership Period, the Member’s Status Credit balance will reflect the number of Status Credits, Points and Eligible Sectors earned since their Pilot Gold Review Date.

20.12.10 Members will maintain Gold Membership for a further 12 month period following the Pilot Gold Review Date if they meet the criteria set out in clause 20.12.11 of these Terms and Conditions. The Member’s Review Date will then be set to 12 months following the Pilot Gold Review Date.

20.12.11 To maintain Gold Membership for a further 12 months after the Pilot Gold Review Date, Members must:

(a) earn 80 Status Credits; and
(b) fly at least one Eligible Sector; during the Pilot Gold Membership Period.

20.12.12 Members who maintain Gold Membership following their Pilot Gold Review Date will be subject to the Velocity Frequent Flyer Terms and Conditions relating to maintaining Gold Membership.

20.12.13 If Members do not meet the criteria set out in clause 20.12.11 during the Pilot Gold Membership Period, Membership will be renewed at the Silver Membership level for a period of 12 months. The Member’s Review Date will then be set to 12 months following the Pilot Gold Review Date.

20.12.14 The Velocity Frequent Flyer Terms and Conditions will continue to apply to a Member’s Velocity Frequent Flyer Membership Account, other than as expressly stated in this clause 20.12.

20.13 Complimentary Lounge Pass

20.13.1 We may provide a Member with complimentary Virgin Australia lounge entry from time to time (Complimentary Lounge Pass).

20.13.2 Provision of Complimentary Lounge Passes will be in our sole discretion.

20.13.3 Complimentary Lounge Passes issued:

a) prior to 17 February 2014 will be loaded onto the Member's Membership Card and will expire six months after the date of issue; or
b) from 17 February 2014 will be loaded onto the Member's Membership Card and will expire twelve months after the date of issue.

20.13.4 For access to a Virgin Australia Lounge, Member’s must present their Velocity Frequent Flyer Membership Card together with their Itinerary or boarding pass for onward domestic travel with Virgin Australia.

20.13.5 Complimentary Lounge Passes are non-transferable and must be used either:

(a) by the Member; or
(b) where the Member is otherwise entitled to access the Virgin Australia Lounge, by a guest accompanying the Member into the Virgin Australia Lounge.

20.13.6 Access to the Virgin Australia Lounge is only permitted on the day of travel on Virgin Australia and is at the discretion of the Virgin Australia Lounge staff and is subject to any capacity restraints that may be imposed.

20.14 Priority Waitlist

20.14.1 In the event that all seats in the desired cabin of a Virgin Australia marketed and operated flight are fully booked, all Silver, Gold and Platinum Members are entitled to make a waitlist booking for a seat in that cabin. If a seat becomes available in the desired cabin, priority to purchase that seat will be given to Members according to their Membership Level in the following order: Platinum Members first, then Gold Members, then Silver Members and then other passengers (Priority Waitlist).

20.14.2 Priority Waitlist applies only to bookings made for full fares in the Economy Class, Premium Economy Class or Business Class cabins on Virgin Australia marketed and operated flights.

20.14.3 A Priority Waitlist booking does not guarantee that a seat will be made available to a Member for purchase.

20.15 Fly Ahead

20.15.1 In the event that a Gold or Platinum Member, who has a confirmed seat for a domestic Virgin Australia flight, arrives at the Virgin Australia lounge on the day of travel in time to be carried on an earlier domestic Virgin Australia flight the Member is entitled to make a request that they, and an accompanying guest, be carried on that earlier flight (Fly Ahead).

20.15.2 The request for Fly Ahead must be made to a Virgin Australia staff member at the Virgin Australia Lounge.

20.15.3 Fulfilment of a Member’s request is not guaranteed and is subject to the following conditions:

(a) the accompanying guest must hold a fully paid confirmed seat on the same domestic Virgin Australia flight to the same domestic destination as the Member;
(b) the Fly Ahead flight selection is made at least 30 minutes before departure while the flight is still open for check-in and the Member and guest only carry hand luggage and agree that catering is not guaranteed;
(c) there are available seats in the same fare class or a lower fare class, than the fare class originally purchased by the Member, on the eligible Fly Ahead flight; and
(d) no guests on the earlier domestic Virgin Australia flight are displaced.

20.15.4 If the request is granted and the Member and their accompanying guest (if applicable) are moved to an earlier domestic Virgin Australia flight in a lower class than the fare class originally purchased, no refund will be provided on that ticket.

20.16 Virgin Australia Lounge Access

20.16.1 Platinum and Gold Members are entitled to complimentary access to the Virgin Australia lounge in accordance with the Virgin Australia Lounge Rules and Terms and Conditions. Virgin Australia Lounge Rules and Terms and Conditions can be accessed via the Virgin Australia Lounge website.

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21. ADDITIONAL BENEFITS FOR PLATINUM MEMBERS

21.1 Priority Economy Seat Purchase

21.1.1 In the event that there are no available seats on a Virgin Australia marketed and operated flight, Platinum Members are entitled to call the Velocity Frequent Flyer Membership Contact Centre to book and purchase up to a maximum of two flexible fare seats (such as Flexi Fare) on that flight (Priority Economy Seat Purchase).

21.1.2 In order to book a Priority Economy Seat Purchase, the Platinum Member must be included in the Priority Economy Seat Purchase booking and must be travelling.

21.1.3 The Priority Economy Seat Purchase applies only to Flexible Fare seats (Reward Seats are excluded).

21.1.4 The booking request for a Priority Economy Seat Purchase must be made no later than midday (in the time zone of the proposed port of departure) on the day prior to the proposed date of departure by calling the Velocity Frequent Flyer Membership Contact Centre and cannot be made at any airport service desk or online through the Velocity Website.

21.1.5 VRPL may, without prior notice and at its absolute discretion, restrict the Priority Economy Seat Purchase facility on certain routes or under special circumstances (including natural disasters).

21.2 Complimentary Fare Upgrades

21.2.1 In each Benefit Period, Platinum Members are entitled to redeem a Complimentary Fare Upgrade from Economy Class to Business Class on four Virgin Australia Domestic Flight Sectors (UpgradeMe Platinum Member Offer) when a Flexi Fare is purchased. For the avoidance of doubt, a single direct flight between Melbourne and Sydney is one Flight Sector and will require redemption of one Complimentary Fare Upgrade. A Journey from Perth to Brisbane via Sydney will require redemption of two Complimentary Fare Upgrades if a Member decides to upgrade both Flight Sectors.

21.2.2 Complimentary Fare Upgrades can be redeemed:

(a) by calling the Membership Contact Centre, either at the time of booking or to upgrade an existing booking. Complimentary Fare Upgrade requests may be made any time up to 3 hours prior to the departure of the nominated flight; or
(b) by requesting an upgrade at the Virgin Australia lounge, between 3 hours prior to the flight’s scheduled departure time until 40 minutes prior to the flight’s scheduled departure time.

21.2.3 Complimentary Fare Upgrades are not available on:

(a) Reward Seats;
(b) Virgin Australia Codeshare Flights;
(c) Any Virgin Australia flight where an airline other than Virgin Australia has issued the Itinerary;
(d) Group bookings
(e) Fares ineligible to earn Points, such as:

(iv) Travel industry reduced fare tickets;
(v) Prize tickets; or
(vi) Any other promotional offers.

21.2.4 Subject to seat availability, Members are permitted to make changes to a confirmed Complimentary Fare Upgrade more than 24 hours before the flight’s scheduled departure at no charge.

21.2.5 Members are permitted to cancel a confirmed Complimentary Fare Upgrade more than 24 hours before the flight’s scheduled departure, and revert to the original fare provided the original fare is still available on that Flight Sector. The Complimentary Fare Upgrade will be recredited to the Member’s Membership Account on the condition that it has not expired.

21.2.6 For Complimentary Fare Upgrades redeemed prior to 8 April 2014, where travel is before, on or after 8 April 2014, subject to seat availability, Members are permitted to make changes to a confirmed Complimentary Fare Upgrade within 24 hours before the flight’s scheduled departure at no charge.

21.2.7 For Complimentary Fare Upgrades redeemed prior to 8 April 2014, where travel is before, on or after 8 April 2014, Members are permitted to cancel a confirmed Complimentary Fare Upgrade within 24 hours before the flight’s scheduled departure, and revert to the original fare provided the original fare is still available on that Flight Sector. The Complimentary Fare Upgrade will be recredited to the Member’s Membership Account on the condition that it has not expired.

21.2.8 For Complimentary Fare Upgrades redeemed on or after 8 April 2014, if a Member cancels or changes (subject to availability) a confirmed Complimentary Fare Upgrade within 24 hours before the flight’s scheduled departure, or fails to board a flight for which a Complimentary Fare Upgrade has been confirmed (no-show), the Member will forfeit the Complimentary Fare Upgrade.

21.2.9 For Complimentary Fare Upgrades redeemed on or after 8 April 2014, if a Member cancels a confirmed Complimentary Fare Upgrade within 24 hours before the flight’s scheduled departure, the Member may revert to the original fare provided the original fare is still available on that Flight Sector.

21.2.10 Complimentary Fare Upgrades will expire if not redeemed (by making a booking in accordance with clause 22.2.2) before the Member’s next Review Date. The travel dates for Complimentary Fare Upgrade flights are not required to be within the current Benefit Period.

21.2.11 Platinum Members, who are placed on Membership Pause for Parental Leave, may continue to redeem any remaining Complimentary Fare Upgrades prior to their expiry. The travel dates for Complimentary Fare Upgrade flights are not required to be within the Membership Pause for Parental Leave Period.

21.2.12 Platinum Members may choose to redeem a Complimentary Fare Upgrade for guests who are travelling with them on the same flight.

21.2.13 Complimentary Fare Upgrades are subject to the availability of seats assigned for upgrades by Virgin Australia. Some flights may have no upgrades available.

21.2.14 Platinum Members will earn Status Credits and Points for Complimentary Fare Upgrade flights based on the original fare class booked in the lower cabin.

21.2.15 If a Member requests to redeem a Complimentary Fare Upgrade at a Virgin Australia lounge, and no Complimentary Fare Upgrade is available at the time of redemption and the Member has proceeded with the upgrade, the required Points will be calculated and deducted from the Member’s Velocity Frequent Flyer Membership Account for the Flight Sector upgraded in accordance with clause 18.5.

21.2.16 The provision of Business Class upgrades at the Virgin Australia lounge is subject to availability of the applicable booking class and airport operational requirements.

21.3 Companion Gold Membership and Companion Platinum Membership

21.3.1 These Terms and Conditions apply to Companion Gold Membership and Companion Platinum Membership.

21.3.2 When a Platinum Member earns 500 Status Credits over and above the required number of Status Credits to maintain their Platinum Membership Level (800 Status Credits) within their Benefit Period (total 1,300 Status Credits), the Member is entitled to nominate a family member or friend who is a Velocity Frequent Flyer Member to a Gold level of Membership (Companion Gold Membership).

21.3.3 When a Platinum Member earns 1,000 Status Credits over and above the required number of Status Credits to maintain their Platinum Membership Level (800 Status Credits) within their Benefit Period (total 1,800 Status Credits), their nominated Companion Gold Member will automatically be upgraded to Platinum Membership (Companion Platinum Membership). If the Platinum Member hasn’t previously nominated a Companion Gold Member, then they are entitled to nominate a Companion Platinum Member.

21.3.4 A Platinum Member may nominate a Companion Gold Membership and a Companion Platinum Membership by calling the Velocity Frequent Flyer Membership Contact Centre at any time up until 12 months after the date the Platinum Member becomes entitled to redeem a Companion Gold Membership.

21.3.5 When a Member is upgraded to Companion Gold Membership or Companion Platinum Membership: (a) the nominated companion Member will be notified by email of the upgrade; and (b) the Platinum Member is unable to change the nominated companion Member, including when the Companion Gold Member is upgraded to Companion Platinum Membership, except when the nominated companion's Membership is closed due to extenuating circumstances such as death.

21.3.6 A Companion Gold Membership or Companion Platinum Membership is valid for a period of 12 months from the date of the upgrade to Companion Gold Membership or Companion Platinum Membership. At the conclusion of the 12 month period, if the companion Member has not been nominated for Companion Gold Membership or Companion Platinum Membership for a further 12 months, their Membership Level will be assessed on their achievement of the required number of Status Credits and Eligible Sectors flown in accordance with these Terms and Conditions. The Member will then be upgraded, maintained or downgraded to the level that they are qualified for or as otherwise determined by VRPL.

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22. SPECIAL OFFERS

22.1 Bonus Complimentary Fare Upgrades

22.1.1 On 15 August 2012, all members who were Platinum and Gold at that time were each awarded one Bonus Complimentary Fare Upgrade, entitling the Member to upgrade one flight sector from a Virgin Australia domestic Flexi Fare to a Virgin Australia domestic Business Class fare.

22.1.2 These Bonus Complimentary Fare Upgrades will expire 12 months after issuance if not redeemed by making a booking in accordance with clause 21.2.2 before 15 August 2013. The travel dates for Bonus Complimentary Fare Upgrade flights are not required to be within the 12 month validity period.

22.1.3 Bonus Complimentary Fare Upgrades are subject to the availability of seats assigned for upgrades by Virgin Australia. Some flights may have no upgrades available.

22.1.4 Platinum and Gold Members will earn Status Credits and Points for Bonus Complimentary Fare Upgrade flights based on the original fare class booked in the lower cabin.

22.1.5 Bonus Complimentary Fare Upgrades are not available on domestic Flight Sectors which form part of an international Itinerary. 

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23. MEMBERSHIP PAUSE FOR PARENTAL LEAVE

23.1 All Silver, Gold and Platinum Members who wish to spend time caring or preparing for a child under the age of two to join their family may apply to have their Velocity Frequent Flyer Membership Account paused for six months in order to maintain their Membership Level (Membership Pause for Parental Leave).

23.2 All Members are entitled to apply for Membership Pause for Parental Leave once for each child, up until that child reaches the age of two years. There may be up to two Member parents on Membership Pause for Parental Leave, for the same child, at any one time.

23.3 During the six-month term of the Membership Pause for Parental Leave, a Member:

23.3.1 may not request to be taken off the Membership Pause for Parental Leave at any time;

23.3.2 may continue to earn and redeem Points and Status Credits; and

23.3.3 cannot be upgraded to a higher Membership Level by earning sufficient Status Credits and flying the required number of Eligible Sectors, in accordance with clause 20.5.5.

23.4 At the end of the six months Membership Pause for Parental Leave a Member will:

23.4.1 be maintained at their Membership Level for a further 12 months; or

23.4.2 where the Member has earned sufficient Status Credits and flown the required number of Eligible Sectors to be upgraded to a higher Membership Level, in accordance with clause 20.5.5, be upgraded to that higher Membership Level.

23.5 Members on Membership Pause for Parental Leave who are also Members of the Virgin Australia Lounge may be entitled to have their Virgin Australia Lounge Membership paused or extended. To request this, please contact the Velocity Frequent Flyer Membership Contact Centre. Virgin Australia may, at any time reject any application for the Lounge Membership extension or pause.

23.6 Members can call the Velocity Frequent Flyer Membership Contact Centre to apply for Membership Pause for Parental Leave. Members may be required to provide verification to complete the application, at the discretion of the Membership Contact Centre Agent.

23.7 VRPL may, at any time and its discretion, reject any application for Membership Pause for Parental Leave or remove any Member from Membership Pause for Parental Leave.

23.8 Members are limited to one approved parental leave application within each 24 month period.

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24. FEES AND CHARGES

24.1 General

24.1.1 From time to time, we may charge fees to Members for all or any of the services which are the subject of our commitments to the Member. We will give at least 30 days written notice of the introduction of, or change to, any fees, and also post details on the Fee Schedule on the Velocity Website.

24.2 Using the Velocity Frequent Flyer Membership Contact Centre

24.2.1 Certain additional fees apply (as per the Fee Schedule ) when Members undertake activities through the Velocity Frequent Flyer Membership Contact Centre rather than through the Velocity Website.

24.2.2 If Members are unable to access the Velocity Website because of disability or impairment, we may on application, waive any additional fee or fee component that would otherwise apply.

24.3 Allocation of Points and Status Credits

24.3.1 The allocation of Points and Status Credits may be subject to taxes (including GST), duties, levies, charges or other liabilities. Members accept sole responsibility for informing themselves of these, and for such taxes, duties, levies, charges and other liabilities.

24.4 Rewards

24.4.1 In addition to the Points required for a Reward, the redemption of Points and the supply of Rewards may be subject to taxes (including GST), duties, levies, charges or other liabilities.

24.2 Members must pay any and all identified surcharges, charges, fees and GST taxes. Where the amount of taxes (including GST), duties, levies charges or other liabilities is known to VRPL and directly related to the Reward, it will be displayed on the Velocity Website or available by contacting the Velocity Frequent Flyer Membership Contact Centre. This applies to all Rewards whether these are provided by VRPL, Virgin Australia or a Program Partner.

24.5 Velocity Global Wallet

24.5.1 Fees will apply to certain transactions carried out in relation to a Member’s Velocity Global Wallet. These fees can be viewed in Velocity Global Wallet Product Disclosure Statement and are subject to change from time to time.

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25. LIABILITY

25.1 Limitation of Liability

25.1.1 Subject to clause 25.1.2 to 25.1.5:

(a) VRPL, Virgin Australia and its Program Partners and their officers, employees, directors or agents exclude all liability for any loss, damage, claim or expense (including but not limited to indirect, incidental, special, punitive or consequential liability, economic loss, loss of profits and loss of opportunity) the Member may incur or suffer that arises directly or indirectly out of these Terms and Conditions or Velocity Frequent Flyer (regardless of whether we have any control over circumstances giving rise to the claim or not) including termination or suspension of the Member’s Membership. This applies even if we have been informed that the liability, loss, damage or expense will or may result;
(b) VRPL, Virgin Australia and its Program Partners and their officers, employees, directors or agents disclaim all warranties, express or implied, in connection with Velocity Frequent Flyer and the Rewards; and
(c) if VRPL and or Virgin Australia is liable to the Member in any way, our liability will be limited to allocating to their Velocity Frequent Flyer Membership Account the number of Points and/or Status Credits which we consider is appropriate in connection with which the relevant claim arose.

25.1.2 Where VRPL, Virgin Australia or a Program Partner supplies the Member with goods or services which are the subject of a Reward the Member has certain rights under the Australian Consumer Law, known as ‘consumer guarantees’.

25.1.3 These rights include guarantees that the goods supplied:

(a) will be of acceptable quality;
(b) will be reasonably fit for any purpose made known to us before we supply them to the Member; and
(c) will correspond with any description, sample or demonstration model.

25.1.4 These rights include guarantees that the services supplied:

(a) will be carried out by us with due care and skill;
(b) will be fit for the purpose disclosed; and
(c) will be supplied within a reasonable time.

25.1.5 This is a summary of some of the Member’s rights under the Australian Consumer Law. It is not exhaustive and is not legal advice. Nothing in this document is intended to override or limit any rights the Member has under the Australian Consumer Law.

25.2 Velocity eStore

25.2.1 VRPL and Virgin Australia are not responsible for the content of the Velocity eStore or the content or availability of any third party websites that link from the Velocity Frequent Flyer site including the sites of Retailers.

25.2.2 VRPL and Virgin Australia are not responsible for any errors or delays in reporting transactions however VRPL, Virgin Australia and ICLP will use reasonable endeavours to ensure that reporting of transactions by Retailers occurs.

25.2.3 VRPL and Virgin Australia do not warrant any time frame for approval of a purchase.

25.2.4 Members that choose to access the Velocity eStore do so at their own risk. VRPL and Virgin Australia are not responsible for any failure in communication between Velocity Frequent Flyer, ICLP, Retailers or the Member which is beyond our reasonable control.

25.2.5 Where permitted by law to do so VRPL and Virgin Australia exclude liability to the Member for any direct or indirect loss, damage or expense arising from their use of the Velocity eStore regardless of whether the same arose from negligence, breach of contract or otherwise, and regardless of whether VRPL and or Virgin Australia have any control over circumstances giving rise to the claim or not.

25.2.6 Warranties, if any, are provided by Retailers and not VRPL or Virgin Australia. VRPL and Virgin Australia do not accept liability for defects in quality or condition of goods and make no claims or warranties as to the delivery of goods or services to the extent permitted by law.

25.3 Velocity Global Wallet

25.3.1 VRPL acts as an authorised representative of Rêv Australia Pty Ltd ACN 117 378 953 AFSL 401610 and distributor of the Velocity Global Wallet Visa prepaid product, In respect solely of its acting in that capacity in informing Members about the Velocity Global Wallet ,VRPL may incur certain obligations and liabilities to Members. However, although the Velocity Global Wallet is accessible (after activation) by use of the reverse side of the Membership Card, Rêv Australia Pty Ltd manages the Velocity Global Wallet product for Cuscal Limited ACN 087 822 455 AFSL 244116, and Cuscal is the product issuer of the Velocity Global Wallet product.

25.3.2 Neither VRPL nor Virgin Australia, nor any of their respective officers, employees, contractors, related bodies corporate or affiliates is responsible for anything done or not done in connection with the Velocity Global Wallet product (including any payment or transaction made or not made in respect of it or anything arising out of that) other than in connection with any act or omission by them in connection with the distribution of the cards. To the full extent permitted by law, none of them will be liable to Members or any person claiming through a Member in respect of any such matter. By activating and using the Velocity Global Wallet, Members will be taken to have accepted this and, to the extent permitted by law, to release each of them from any liability in respect of the Velocity Global Wallet or any use or attempted use of it.

25.4 Rewards

25.4.1 Neither we, nor any Program Partner who is not the supplier of a particular Reward, will be liable for any loss, damage or expense (however caused) arising from any failure or omission by Program Partners to supply particular Rewards to the Member.

25.4.2 VRPL and Virgin Australia are not parties to any separate terms of the Retailer (they do not form part of any contract between the Member and VRPL and Virgin Australia) and are not liable for any loss, damage or expense (however caused) in connection with that supply arrangement.

25.5 Tax

25.5.1 VRPL and Virgin Australia do not accept responsibility for and make no representation about your tax liability as a result of participating in Velocity Frequent Flyer or from using any of the Rewards or accessing the benefits of any Membership Level or using other available program facilities. Members are solely responsible for any taxes, GST, duties, levies, fees or other charges levied (including all ticket taxes) or imposed arising from, as a result of or in connection with their participation in Velocity Frequent Flyer, the accumulation of Points, the use of Membership Level benefits or the provision or use of Rewards. VRPL and Virgin Australia recommend that Members consult their accountant or tax adviser to ensure they understand possible tax (including fringe benefits tax) implications, if any, related to Membership and Rewards.

25.6 Survival of this Clause

25.6.1 All conditions contained within clause 25 will survive termination or expiration of these Terms and Conditions or the termination or suspension of Velocity Frequent Flyer.

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26. PRIVACY

26.1 All Members’ Personal Information will be managed in accordance with the Privacy Policy. Our Privacy Policy is available on the Velocity Website, or if you would like to receive our Privacy Policy by post, please contact our Membership Contact Centre.

26.2 We are required to collect your Personal Information in order to process your Membership and to communicate with you about your Membership. If we cannot collect from you the minimum amount of Personal Information required, we will not be able to process your Membership, and your Application may not be accepted.

26.3 Unless a Member advises Velocity Frequent Flyer otherwise, you consent to us contacting you by email, text message, phone or post to let you know about flight specials, promotions, any new or existing products or services, whether offered by Velocity, Virgin Australia or one of our Program Partners. Our Program Partners may also contact you directly to let you know about their specials, promotions, products or services. You may unsubscribe from our contact list at any time using the “unsubscribe” facility contained in our electronic messages, by managing your account subscriptions online or by contacting our Membership Contact Centre.

26.4 This clause 26 will survive termination or expiration of these Terms and Conditions or the termination or suspension of Velocity Frequent Flyer.

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27. GOVERNING LAW

27.1 These Terms and Conditions are governed by the law of Queensland, Australia. The parties submit to the non-exclusive jurisdiction of its courts and courts of appeal from them. The parties will not object to the exercise of jurisdiction by those courts on any basis. The governing law will apply irrespective of where the Member completes their application for Membership of Velocity Frequent Flyer and where the Member submits that application.

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28. MISCELLANEOUS

28.1 Nothing in these Terms and Conditions operates to limit or purports to limit any consumer rights which the Member has and which cannot be contracted out of (including any State or Territory consumer protection legislation).

28.2 It is a condition of Membership that a Member agrees these Terms and Conditions apply separately for the benefit of and are separately enforceable by: 28.2.1 VRPL; and 28.2.2 the Program Partners (including ICLP).

28.3 VRPL’s contracts with Program Partners are personal to VRPL and those Program Partners and are not enforceable by the Member or for the Member’s benefit.

28.4 It is a condition of Membership that a Member agrees to be bound by the various limitations and obligations in these Terms and Conditions. This is whether or not these Terms and Conditions are enforceable against, or voidable by, the Member.

28.5 A party may exercise a right, power or remedy at its discretion, and separately or concurrently with another right, power or remedy.

28.6 A single or partial exercise of a right, power or remedy by a party does not prevent a further exercise of that or of any other right, power or remedy and failure by a party to exercise, or delay by a party in exercising, a right, power or remedy does not prevent its exercise.

28.7 Except where expressly stated to the contrary in these Terms and Conditions, the rights of a party under these Terms and Conditions are cumulative and are in addition to any other rights available to that party whether those rights are provided for under these Terms and Conditions, or by law.

28.8 Each provision of these Terms and Conditions is individually severable. If any provision is or becomes illegal, unenforceable or invalid in any jurisdiction, it shall be read down to extent necessary to make it legal, enforceable and valid and to the extent it cannot be read down it is to be treated as being severed from these Terms and Conditions. The rest of these Terms and Conditions will not be affected. The legality, validity and enforceability of the provision in any other jurisdiction will not be affected.

28.9 These Terms and Conditions, Privacy Policy and any other terms and conditions or information incorporated by reference into these Terms and Conditions contains everything a Member has agreed to in relation to Velocity Frequent Flyer. Members cannot rely on another written documents or anything said or done by or on behalf of VRPL or a Program Partner in relation to Velocity Frequent Flyer. Unless otherwise specifically stated, these Terms and Conditions takes priority over any other terms and conditions dealing with or purporting to deal with the same matters (but only to the extent of any inconsistency).

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29. INTERPRETATION

29.1 In these Terms and Conditions, unless the context otherwise requires:

29.1.1 Where a word or phrase is given a defined meaning another part of speech or other grammatical form in respect of that word or phrase has a corresponding meaning.

29.1.2 A word which indicates the singular also indicates the plural, a word which indicates the plural also indicates the singular, and a reference to any gender also indicates the other genders.

29.1.3 A reference to any agreement or document is to that agreement or document as amended, novated, supplemented or replaced from time to time.

29.1.4 A reference to 'dollars' or '$' means Australian dollars and all amounts payable under these Terms and Conditions are payable in Australian dollars, unless otherwise specified.

29.1.5 A reference to the word 'include' or 'including' is to be interpreted without limitation.

29.1.6 A reference to a clause, part, schedule or attachment is a reference to a clause, part, schedule or attachment of or to these Terms and Conditions.

29.2 References to Legislation

29.2.1 In these Terms and Conditions, unless the context otherwise requires, a reference to any law or legislation or legislative provision includes any statutory modification, amendment or re-enactment, and any subordinate legislation or regulations issued under that legislation or legislative provision, in either case whether before, on or after the date of these Terms and Conditions.

29.3 Business Day

29.3.1 In these Terms and Conditions, unless the context otherwise requires, a reference to a business day means a day other than a Saturday or Sunday on which banks are open for business generally in the place whose laws govern the construction of these Terms and Conditions.

29.4 References to and Calculations of Time

29.4.1 In these Terms and Conditions, unless the context otherwise requires:

(a) A reference to a time of day means that time of day in the place whose laws govern the construction of these Terms and Conditions.
(b) Where a period of time is specified and dates from a given day or the day of an act or event it must be calculated exclusive of that day.
(c) A term of these Terms and Conditions which has the effect of requiring anything to be done on or by a date which is not a business day must be interpreted as if it required it to be done on or by the next business day.

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FEE SCHEDULE

1. The fees as displayed in the Fee Schedule are valid as at 5 March 2014.

2. Fees in the Fee Schedule are in Australian dollars (AUD) and include GST where applicable.

 

 Service Velocity Frequent Flyer Membership Contact Centre  The Velocity Website
Points Transfer to an Eligible Family Member $20 per Points Transfer transaction No fee
Reward Seat Booking on Virgin Australia Domestic or Virgin Australia International Short Haul flights

$35 per person / per booking

No fee
Reward Seat Booking on Virgin Australia International Long Haul flights

$60 per person / per booking

No fee
Velocity Frequent Flyer Rewards Store Redemption $20 - per phone call No fee

Effective for Upgrades Using Points redeemed on or after 8 April 2014, for travel on or after 8 April 2014.

Change or cancellation of an Upgrade Using Points more than 24 hours before the flight's schedule departure.

$35 or 4,500 Points per person/oer booking*

*Fee will be waived for Members who hold a Platinum Membership Level at the time of change/cancellation.

N/A
Combination purchase of any of the above activities and Velocity Frequent Flyer Rewards Store Redemption Charge as above for each item N/A

Booking and Service Fee (will apply to Reward Seat bookings when a credit card or debit card is used for payment and the payment is equal to $50 or more)

$7.70 per person / per booking for Virgin Australia Domestic flights

$10 per person / per booking for Virgin Australia International Short Haul flights

$30 per person / per booking for Virgin Australia International Long Haul flights

$30 per person / per booking for flights operated by Airline Partners

$7.70 per person / per booking for Virgin Australia Domestic flights

$10 per person / per booking for Virgin Australia International Short Haul flights

$30 per person / per booking for Virgin Australia International Long Haul flights

$30 per person / per booking for flights operated by Airline Partners

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