We’re making changes to the Velocity membership Terms and Conditions.
On 18 November 2024, the Velocity membership Terms and Conditions published on this page will be updated. You can read more about the updates we’re making and see a full copy of the Velocity membership Terms and Conditions which will apply from 18 November 2024 here.
On 2 April 2025 and 1 October 2025, we’ll make further changes to the Velocity membership Terms and Conditions to reflect some of the program changes announced on 17 October 2024 as they come into effect. You can read more about the updates we’re making on these dates here. Closer to these dates, we’ll publish full copies of the further updated Velocity membership Terms and Conditions on our website.
These Terms and Conditions contain important terms that you should be aware of, specifically:
1. WHAT YOU NEED TO KNOW ABOUT YOUR MEMBERSHIP
1.1 These Terms are a contract between you and us
Velocity Rewards Pty Ltd (referred to as we, us, our) operates and provides the Velocity Frequent Flyer program (referred to as Velocity) in accordance with these Terms. If you join Velocity and become a Velocity member (a member), these Terms will become a contract between you and us. We both need to comply with them. These Terms are effective as at 2 August 2024 and the laws of Queensland apply to these Terms.
You should regularly check these Terms, including before using any member benefits, as they can change over time (see clause 1.3).
1.2 Important things to know about being a Velocity Member
1.3 Changes to these Terms and Velocity
We can’t guarantee that certain partners will continue to be part of Velocity, or that any member benefits or features of Velocity will continue to be available.
1.4 When we’ll give you notice of changes
If we make a change to the Program or these Terms where we can control the timing of the change, we’ll try to give you reasonable notice before that change starts applying. If we:
Sometimes we can’t control the timing of a change to the Program or these Terms (e.g. where our partners require us to make a change that affects members). If this happens, we’ll try to give you notice of these changes on the Velocity website before they start applying.
1.5 How we deal with each other and how to contact us
You must act fairly and reasonably when you deal with us and our partners. We’ll act fairly and reasonably when we deal with you as a member. If you have any questions about these Terms, or would like to make a complaint, you can contact the Membership Contact Centre or submit a question or complaint online.
1.6 We can’t guarantee that Velocity will continue forever
If we choose to shut down the Velocity program including these Terms, we’ll do our best to give you at least 6 months’ notice of this by an announcement on the Velocity website and by notice to the email address (or postal address if no valid email address is held) recorded in your Velocity account.
We’ll act reasonably when considering what actions are appropriate and reasonable in the event the Velocity program is shut down.
Your Velocity membership is subject to these Terms and any applicable laws, including the Australian Consumer Law. If any provision of these Terms is void, illegal, invalid or unenforceable, the Terms will be read down to the extent necessary to ensure they are not void, illegal, invalid or unenforceable.
In Australia, you have certain rights under the Australian Consumer Law, which include guarantees that come with your purchase of products or services (“Consumer Guarantees”). Your rights under the Consumer Guarantees are separate from, and in addition to the terms which govern how we provide products and services to you. We cannot exclude the operation of the Consumer Guarantees in these Terms.
Where we fail to provide products or services to you in accordance with the Consumer Guarantees, you may be entitled to a repair, replacement, refund or other remedies under the Australian Consumer Law. You may also be entitled to compensation for reasonably foreseeable costs that you incur because of the failure.
These Terms do not exclude or limit the application of the Consumer Guarantees in the Australian Consumer Law or any other statutory rights that you may have under applicable laws that cannot be excluded or limited. Where there is an inconsistency between these Conditions and a Law or Convention that applies to your carriage, the Law or Convention will apply to the extent of the inconsistency.
This is only a short summary of your rights under the Australian Consumer Law. For more information, visit the Australian Competition and Consumer Commission’s website at www.accc.gov.au, or talk to an independent legal representative.
You’re eligible to become a member if you:
Membership eligibility is at our discretion (e.g. if we’ve ended your membership previously, we may not let you become a member again). If we accept your application, you’ll become a member and receive a unique membership number (your Velocity number). If you provide an email address, we’ll usually send a confirmation email as soon as we accept your application. It could take up to 7 days to confirm your membership if you’ve joined through one of our partner join channels.
If you’re under 18 years:
If you joined Velocity before you turned 18 and continue to be a member once you turn 18, you’ll be legally bound by these Terms.
2.2 Our promises to each other
You’ll need to:
In consideration of you entering into these Terms with us, while you’re a member, we will:
2.3 Your Velocity account and members benefits
Your Velocity account contains details of your membership and activity. When you log in to your Velocity account, you’ll find your Points, Status Credits and Eligible Sector balances, Status level, member benefits that come with your Status, Velocity number, personal details and offers.
Please check your Velocity account regularly to confirm that member benefits, including Points and Status Credits, have been properly credited. There are specific timeframes within which you can ask to have Points or Status Credits earned on eligible transactions transferred to your account, which differ for each partner. You can check the timeframes on the partner pages on the Velocity website, or with the partner. You can login and access your Velocity account through the Velocity website or Velocity App, using your Velocity number and password.
You can also access your Velocity account by calling the Membership Contact Centre. We’ll ask you security questions about your Velocity account and you’ll need to answer them correctly before you can access your Velocity account. You need to keep your Velocity account details (e.g. Velocity number, password, personal details etc) secure and confidential and not provide them to anyone. We’re not responsible for any dealings with your Velocity account or membership if you give any of these details to a third party, other than when you have appointed a Travel Coordinator as outlined below.
You can update your details (other than name, sex and date of birth) through the Velocity website or by calling the Membership Contact Centre. You can ask to change your name or correct an error in your date of birth by emailing copies of supporting documentation to us. Please see the FAQs for more information.
Executors or administrators of your estate can ask us to transfer your Points to another Velocity account or redeem Points associated with your Velocity account (or both). They’ll need to let us know as soon as possible as unused Points will continue to expire in accordance with clause 3 (Earning Points). Status Credits and Eligible Sectors can’t be transferred and will be forfeited once we are notified of your death.
You can’t sell, transfer or otherwise deal with your or someone else’s Points, Status Credits or other member benefits in a way not permitted by these Terms. Your member benefits aren’t transferable except in the limited circumstances set out in these Terms – i.e. under clause 5 and Points transfers made by executors and administrators (see above). Membership isn’t transferable.
More details on member benefits can be found on the Velocity website.
If you’re a Velocity member over the age of 18, you may request Velocity to nominate and authorise a representative over the age of 18 to access, and make transactions in relation to, your Velocity account (“Travel Coordinator”). If you’re the person who will act as the Travel Coordinator, you may also request Velocity to appoint you as the representative for a member’s Velocity account. Requests must be made by calling the Member Contact Centre. As part of the request, Velocity will need to collect some basic personal information about the nominated Travel Coordinator, including their name and a valid email address. If you’re providing this information on behalf of someone else you must make sure you have their permission.
Once a request has been made via the Membership Contact Centre, Velocity will send acceptance emails to the Velocity member and the proposed Travel Coordinator, using the email address on the member’s Velocity account and the email address provided for the Travel Coordinator. The member and the Travel Coordinator must click on the relevant link in the email to confirm acceptance of the nomination. This must be done within the specified timeframe (usually 72 hours). A new request will need to be made if the confirmation is not accepted within the specified timeframe.
An accepted Travel Coordinator nomination is valid for 2 years, unless revoked earlier by Velocity, the member or the Travel Coordinator. After the 2 year period, a new request will need to be made and accepted following the above process in order to renew the nomination.
As a Velocity member, you cannot appoint more than 2 Travel Coordinators to your Velocity account at any one time. As a Travel Coordinator, you cannot be appointed as a Travel Coordinator for more than 5 Velocity accounts at any one time.
Velocity members who have appointed a Travel Coordinator:
Velocity may at any time refuse a Travel Coordinator nomination or revoke a Travel Coordinator appointment. Velocity may also require additional documentation or alter the acceptance process if the member is incapacitated or unable to act on their own behalf (for instance if the member has become unwell and unable to manage their account).
2.5 Unauthorised use of your Velocity account
It is your responsibility to keep secure any information that might identify you and allow access to your membership. You must contact Velocity as soon as you realise that your Velocity Card or Velocity number has been lost, stolen, misused or you accidentally reveal your Velocity number or password details. Until you contact Velocity, you may be liable for all unauthorised use of your Velocity Card, Velocity number or benefits.
If you notify us of unauthorised use of your Velocity account or we think your Velocity account may have been compromised, we may require you to create a new Velocity account or change your Velocity account details (or both). We may decide not to investigate unauthorised use or transactions until your new Velocity account has been created or your details are changed. If a new Velocity account is created, Points and Status Credits from your previous Velocity account will be transferred but you’ll be responsible for linking your new Velocity account to relevant partner accounts.
2.6 When we can suspend or end your membership
If we reasonably suspect you’ve breached these Terms, we may:
Other than as set out below, if we are considering ending your membership because you have breached these Terms, we’ll give you at least 14 days’ prior notice requesting that you remedy any breach (if it can be remedied) and asking you to explain why we should not end your membership. We’ll take your explanation into account in making our decision.
Circumstances in which we may consider it reasonable to immediately suspend your membership without notice include if we:
2.7 How you can end your membership
2.7.1 You can end your membership at any time by giving notice to us by phone or email. If you end your membership for reasons other than Velocity’s breach of these Terms, we’ll close your Velocity account and you’ll forfeit all your member benefits (including Points, Status Credits and Eligible Sectors). You can’t reactivate a closed Velocity account and if you want to join again in future, you’ll need to create a new Velocity account.
2.7.2 If you end your membership because of Velocity’s breach of these Terms or an applicable law, you may be entitled to remedies under applicable laws (including the Australian Consumer Law).
All Velocity members will receive a personal Velocity membership card (Velocity Card).
Velocity may issue a digital Velocity Card and/or physical Velocity Card, depending on your Status level and preference as follows:
Copies or screenshots of Velocity Cards will not be accepted as proof of Velocity membership.
If you register and use your Velocity Card in Apple Wallet or Google Pay, then Velocity will share your Velocity number and associated barcode with Apple or Google (as the case may be) in order to facilitate the use of your Velocity Card with Apple Wallet and Google Pay. You acknowledge that your use of your digital Velocity Card in Apple Wallet or Google Pay will be subject to the privacy policies and terms and conditions of Apple and Google, as applicable.
Apple, the Apple logo, and Apple Wallet are trademarks of Apple Inc., registered in the U.S. and other countries.
Google PayTM is a trademark of Google Inc.
Your Velocity Card will show your name, Velocity number and Review Date. Your Velocity Card is valid for use only by you up until the Review Date shown on the Velocity Card and is not transferable in any circumstances. Please note that any physical Velocity Card remains the property of Velocity at all timesI.
We, our partners and airline partners reserve the right at any time to require you to produce your Velocity Card or to quote your Velocity number in order to earn or redeem Velocity Points, while travelling, utilising a benefit or claiming a reward.
If you are a Gold or Platinum member, a replacement physical Velocity Card may be ordered by you a maximum of twice per benefit period, via the Velocity App or MyVelocity website, or by calling the Velocity Membership Contact Centre on 13 18 75. If you require an additional membership card due to name change or other circumstances, please contact our Membership Contact Centre on 13 18 75.
Points are a member benefit that you can earn when you buy products or services from our partners, or complete certain activities in the Velocity app or Velocity website, that are eligible to earn Points – we refer to this as making an ‘eligible Points earn transaction’. Points don’t have a cash value and can’t be converted to cash (and they aren’t property or currency).
As a member, you have lots of ways to earn Points. Once you’ve earned enough Points, you can redeem them for Rewards (as long as they’re available and you comply with these Terms).
You can earn Points for eligible Virgin Australia flights and eligible airline partner flights travelled from your join date, or up to 30 days before your join date if you submit a retrospective earn claim. You can only earn Points on eligible transactions with non-airline partners from your join date.
Your Points will expire 24 months after the last date you earned or redeemed Points, transferred Points to or from your Velocity account using your Flybuys or Singapore Airlines Krisflyer account (clause 5), or bought Points using Points Booster (clause 3.2). When calculating your Points expiry date, we disregard any Points you earn in a Family Pool as a beneficiary account member, Points transferred to or from your Family Members, and earning of Status Credits. This activity won’t stop your Points expiring.
Eligible Points earn transactions and the terms on which you can earn Points differ between partners and may vary depending on your Status level. You should check partners’ Points earn rates and applicable terms and conditions before making an eligible Points earn transaction with them.
For details of current partners and Points earn rates and applicable terms and conditions, check out the partner pages on the Velocity website. We’ve also included a summary below of some key things you should know.
Earn in the sky with Virgin Australia and our airline partners
Virgin Australia
You can earn Points for eligible travel with Virgin Australia.
The Points you earn for Virgin Australia domestic and international short haul flights is based on how much your fare costs, so the more you spend, the more Points you can earn. Points aren’t earned on certain fees or charges (e.g. baggage charges and credit card surcharges).
Airline partners
You can earn Points for eligible travel with our many airline partners.
The Points you earn are usually based on the fare class and the number of miles you are travelling, so the higher your fare type, the more Points you generally earn.
Your Points earn rate may vary depending on the type of ticket you buy. This is usually due to the terms of our commercial arrangements with partners.
Other important things you should know
Earn on the ground with Velocity’s other partners
You can earn Points when you make an eligible Points earn transaction with our partners in various categories including retail, lifestyle, travel and financial services.
Earn Points through the Velocity app or the Velocity website
You may be eligible to earn Points when using the Velocity app or visiting the Velocity website (such as completing specified actions).
Earn when you shop at the Velocity e-Store
You can browse hundreds of retailers and earn Points when you shop online and make an eligible purchase with the Velocity e-Store.
The Velocity e-Store is run by Collinson Group Pty Ltd ACN 083 835 661 (Collinson). In addition to these Terms, your use of the Velocity e-Store is subject to any terms and conditions published by Collinson on the Velocity e-Store or linked from the Velocity e-Store (e.g. retailer terms and conditions). These terms and conditions may be amended from time to time, so please read them carefully each time you access the Velocity e-Store.
Some other important things you need to know about earning Points:
3.2 You can only buy Points with Velocity Points Booster
If you don’t have enough Points to redeem a Reward, you can buy Points with Velocity Points Booster if you follow these rules:
Points you buy must be redeemed for a Reward. Buying Points doesn’t guarantee the availability of the Reward you’d like. Once you buy Points, the amount paid is non-refundable (unless you’re entitled to a refund under the Australian Consumer Law). A fee applies for Points Booster transactions made through the Membership Contact Centre.
3.3 What to do if you think you’re missing Points
If you have an enquiry about an eligible Points earn transaction (e.g. you think the Points you’ve earned are wrong or you haven’t received Points) or you want to make a retrospective earn claim (if available), you must:
We may not be able to help you with your enquiry (i.e. you may miss out on earning Points) if it isn’t made within the above timeframes.
4 REDEEMING POINTS FOR REWARDS
When you use your Points for Rewards, this is referred to as “redeeming Points”. We allow you to redeem Points with the help of our partners who supply Rewards. Points can only be redeemed as provided in these Terms or as we otherwise expressly allow.
Rewards are subject to availability and any terms and conditions imposed by the supplier of the Rewards. The partners we work with usually also have separate terms and conditions that may also govern your relationship with them as well as the supply of Rewards. A list of current Rewards is available. We can’t guarantee the availability of Rewards.
You’ll only be able to redeem Points for a Reward if you have the required number of Points in your Velocity account for that Reward. We’ll let you know how many Points you’ll need to redeem and any cash amount (if applicable) you’ll need to pay to obtain a Reward. We usually set this out on the Velocity website (e.g. see the Reward Seat points and carrier charges tables). In some cases, you’ll need to call the Membership Contact Centre to find out how many Points (and dollars) you’ll need to redeem a Reward.
We may, acting reasonably, make changes from time to time to the way in which you redeem Points for a Reward. We will always try to provide you with reasonable notice in accordance with clause 1.4, where we:
If you have queries or complaints about the quality or otherwise of a Reward, please contact the supplier of that Reward in the first instance. You can also contact the Membership Contact Centre.
You can use your Points to redeem a flight Reward offered by Virgin Australia and airline partners in accordance with these Terms. Please consider the Fare Rules and the relevant airline’s conditions of carriage that apply for each type of flight Reward before making a booking.
A Flight Sector is a single direct flight between two consecutive locations (e.g. Sydney to Melbourne direct is one Flight Sector).
Reward Seat | Any Seat & Points + Pay | |
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What is it? | It’s a discounted seat with limited availability, on Virgin Australia and selected Velocity airline partner flights that can only be paid for with Points. | It’s a seat in any fare class (excluding Reward Seat fares) on any flight offered for sale by Virgin Australia in its own sales channels. |
Are there limits on availability? |
Yes – availability is limited and controlled by Virgin Australia, our other airline partners and us. We pride ourselves on having award winning availability because we know our members love redeeming for flight Rewards, however not all flight Rewards have the same availability. Availability may be limited or not available at all on certain routes, during peak travel periods (e.g. school and public holidays), on international flights and within the business class cabin, due to the popularity of these services. |
No – you can redeem Points to pay (in part or in full) for any available Any Seat on any Virgin Australia or codeshare Partner flight. These flight Rewards are the easiest to book as they’re available so long as there is a seat on the flight you want. These flight Rewards require more of your Points overall as they offer greater flexibility - meaning you are more likely to be able to choose flights that suit your preferred travel times. |
Where can I book it? | On the Velocity website & App, Virgin Australia website & App or by calling the Membership Contact Centre. A fee applies if you book through the Membership Contact Centre when the Airline Partner provides an online Reward Seat booking option. Quotes given by the Membership Contact Centre are not binding until your booking is created. For some airline partner Reward Seats, you’ll need to call the Membership Contact Centre to check availability as some Reward Seats can’t be searched or booked online. Find out more |
1. On the Velocity website & App or Virgin Australia website & App, by selecting the "use Points" tick box or Points form of Payment on the payment screen. 2. Selecting the Points button on the Virgin Australia website when making a booking. 3. By calling the Membership Contact Centre (a fee may apply). |
How many Points will I need? | You’ll need to use a minimum amount of Points to book a Reward Seat and these amounts vary according to destination, distance travelled, cabin, and airline partner. See the Reward Seat Points tables for further details and minimum Points amounts. |
You’ll need to use a minimum of 2,500 Points per person per sector, if you want to use your Points towards your booking. |
How can I pay? | You can pay using a combination of Points and cash or only Points. You can choose to pay for taxes, fees and carrier charges that apply to a Reward Seat by debit/credit card (e.g. a Points + Pay payment option). We’ll let you know these amounts at the time you book. If you want to use Points to cover everything – i.e. Reward Seat Points fare, taxes, fees and charges, we’ll let you know the total number of Points required at the time you book. |
You can pay using a combination of Points and cash or only Points. Every 2,500 Points you redeem equates to $15 off the fare. You can choose to pay for the balance cost of your fare above the minimum 2,500 Points required per person per one-way flight, by debit/credit card (e.g. a Points + Pay payment option). We’ll let you know the amount at the time you book. If you want to use Points to cover everything – i.e. Any Seat base fare, taxes, fees and charges, we’ll let you know the total number of Points required at the time you book. |
How is the cost calculated? |
Points amounts required are calculated according to the route, cabin class, airline partner, distance flown, number of Flight Sectors, and whether you have a transfer or stopover* between two Flight Sectors. Taxes, fees and charges that apply to the fare are determined by the airline partner who sells the fare and will vary depending on the route. Carrier charges also apply for some airline partners. See the Reward Seat carrier charges table for further details. *International or Domestic to International stopover explained: E.g. a Reward Seat itinerary flying from Sydney to London via Singapore. If your transit time in Singapore is more than 24 hours, this will create a stopover/trip break. For the stopover itinerary, your journey will be calculated as individual sectors. Sector 1 from Sydney to Singapore plus sector 2 from Singapore to London. It means the minimum Points you’ll need to pay will be higher than if your transit time in Singapore was less than 24 hours. As your journey would be calculated as one sector Sydney to London. A Reward Seat is also calculated on a per sector basis when there is a change in class of travel within the journey, or when the combining a journey that includes airlines located in different Reward Seat Points tables. |
Points only or Points and cash amounts required are calculated based on the cash fare payable for the applicable fare class booked. Taxes, fees and charges that apply to the fare are determined by the airline partner who sells the fare and will vary depending on the route. |
Can I earn Points and Status Credits? |
No – Reward Seats aren’t eligible for Points or Status Credits earn. | Yes you can. You’ll earn based on the underlying fare class you’ve booked. Check out the airline partner pages for details on Points and Status Credit earn rates. |
When do I need to book it by? |
At least 1 hour prior to flight departure online for Virgin Australia domestic and Virgin Australia international short haul flights. At least 24 hours prior to flight departure online for airline partners. |
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What fare rules and other conditions apply? |
The Reward Seat Fare Rules apply and set out the inclusions in your fare, as well as the conditions that apply if you want to change or cancel your booking. These are in addition to your rights under applicable laws, including the Australian Consumer Law. If you have booked a combination of Reward Seat and Any Seat in the same itinerary and you make a change or cancel the full journey, the fare rules of the more restrictive fare will apply due to system limitations. We therefore recommend that you make two separate one-way bookings to avoid this, or call our Membership Contact Centre on 13 18 75 for assistance. If you are changing one sector of the itinerary, the fare rules of the changed sector will apply. |
The fare rules that apply depend on the fare class you’ve booked (e.g. Business, Economy Flex, Economy Choice or Economy Lite) and are available on the Virgin Australia website. The relevant fare rules set out the inclusions in your fare, as well as the conditions that apply if you want to change or cancel your booking. |
Airline conditions of carriage also apply and will depend on the airline partner that operates the flight you travel on. If your itinerary includes more than one flight operator (e.g. a Virgin Australia operated flight and an Etihad Airways operated flight), then each of their conditions of carriage will apply to the Flight Sector they carry you on. Check the Virgin Australia website for applicable conditions of carriage and fare rules for Virgin Australia flights. Please refer to the relevant airline partner’s website for applicable conditions of carriage for airline partner flights. |
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What’s the refund policy? |
This section sets out the conditions that apply if you want to cancel your booking for a Reward Seat or Any Seat. You may also have rights under applicable laws, including the Australian Consumer Law, see clause 1.7. If you cancel: If you have cancelled your flight, whether or not you’re entitled to a refund or credit depends on the fare rules for the flight Reward that you’ve booked. Reward Seats: Cancellations by you must be requested at least 24 hours prior to the flight’s scheduled departure or prior to commencement of any travel and refunds are subject to any relevant fees (set out in clause 11.1 of these Terms). More information about the Virgin Australia and Velocity Partner Airline fare rules are located here: https://www.virginaustralia.com/au/en/travel-info/flying-with-us/fare-types/velocity-reward-seat/ Any Seats or Points + Pay: If you want to cancel your Any Seat or Points + Pay seat, the refund and cancellation policy is dependent on the fare type that you have purchased. Refer to the Virgin Australia fare rules here: https://www.virginaustralia.com/au/en/travel-info/flying-with-us/fare-types/ Combined Reward Seat and Any Seat booking:If you have booked a combination of Reward Seat and Any Seat fares in the same itinerary and you make a change or cancel the full journey, the fare rules of the more restrictive fare apply due to system limitations. We therefore recommend that you make two separate one-way bookings to avid this, or call our Membership Contact Centre on 13 18 75 for assistance. If you are cancelling or changing one sector of a combined itinerary, the fare rules of the cancelled sector apply. Where you cancel your Reward Seat sector and your Any Seat has more restrictive fare rules, only the base Points used to redeem the Reward Seat will be recredited to your Velocity account, and any additional value for your booking will be either forfeited or provided to you as a travel credit, depending on the type of fare you have booked for your Any Seat. You will not be entitled to a refund where you choose to cancel your booking once travel has commenced, or if you check in but do not fly (unless you are otherwise entitled to a refund under the Australian Consumer Law). To the extent permitted by law, card payment surcharge and fees paid for services provided by our Membership Contact Centre are not refundable if your flight is cancelled for any reason. |
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Can it be combined with another flight Reward? |
When you book a return Domestic journey, you can combine a Reward Seat and an Any Seat in the same itinerary (combining flight Rewards is not available on International journey). |
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Any other restrictions? | Refer to the Fare Rules and conditions of carriage for the applicable flight Reward. | |
Flight Reward bookings are unable to be converted (e.g. converting an Any Seat to a Reward Seat). Reward Seats aren’t eligible for a cabin upgrade. Any Seats may be eligible for an upgrade depending on the fare and route booked. Children aged 2 years or older, and infants who travel in their own seat, will be charged the same amount as an adult. |
The Rewards Store is run by Collinson Group Pty Ltd ACN 083 835 661 (Collinson). Collinson sources and manages retailers who offer products and services (products) for sale at the Rewards Store.
In addition to these Terms, your use of the Rewards Store is subject to any terms and conditions published by Collinson on the Rewards Store or linked from the Rewards Store (e.g. retailer terms and conditions). These terms and conditions may be amended from time to time, so please read them carefully each time you access the Rewards Store.
5. TRANSFERRING POINTS (it’s different from redeeming them for rewards)
A Family Pool lets Family Members transfer their Points, or Points and Status Credits from up to 5 contributing accounts to one beneficiary account. Family Pooling is one of our most loved member benefits because it can help you reach your next Reward sooner and earn Status by pooling Status Credits. You can choose whether you transfer only Points, or both your Points and Status Credits.
Once a Family Pool is created, all Points (or Points and Status Credits if you elected to transfer both) that you earn while you’re a contributing account member will be automatically transferred on an ongoing basis to the beneficiary account member. You can’t choose how much of your Points and Status Credits your beneficiary gets on a per transaction basis; they’ll receive all of whichever of your Points or Status Credits you elected to transfer when you created the Family Pool. If you’re a contributing account member, you can start or stop contributing to a Family Pool at any time by logging in to your Velocity account and accessing the Family Pool section. Any existing Points and Status Credits in a contributing account at the time the Family Pool is created won’t be transferred to the beneficiary account.
A Family Member is someone you can demonstrate lives at the same residential address as you and is related to you in any of the following ways: husband, wife, domestic partner or de facto, mother or father (including in-law), son or daughter (including in-law), brother or sister (including in-law), grandparent or grandchild, uncle or aunt, niece or nephew, first cousin, or any foster, step or adopted relationship in any of these categories.
You can have up to 6 members in a Family Pool at a time. Only 2 members in a Family Pool can be 18 years or over. If a third Family Pool member turns 18, they’ll be automatically removed from the Family Pool. In each calendar year, you can contribute to up to 2 beneficiary accounts (only one at a time).
We can cancel a Family Pool (including automatically removing members from a Family Pool) at any time if the Family Pool doesn’t comply with these Terms.
5.2 Points transfers to Singapore Airlines
You can transfer Points from your Velocity account to, and you can receive a transfer of miles from your Singapore Airlines PPS Club / KrisFlyer membership account (Singapore Airlines account), subject to these rules:
In accordance with these Terms, we can vary the rate at which Points can be converted between your Velocity account and your Singapore Airlines account, and will provide you with reasonable notice in accordance with clause 1.4,
5.3 Points transfers to Family Members
You can transfer Points from your Velocity account to the Velocity account of any of your Family Members, subject to these rules:
Status Credits are a member benefit that you can earn when you buy products or services from selected partners that are eligible to earn Status Credits (primarily Virgin Australia and selected airline partners) – we refer to this as making an ‘eligible Status Credits earn transaction’. Status Credits are only used to determine your Status level and your eligibility for certain member benefits. Status Credits don’t have a cash value and can’t be converted to cash (and they aren’t property or currency).
Status Credits earned from eligible airline partner transactions will expire 365 days from the flight departure date. Status Credits earned from eligible non-airline partner transactions will expire 365 days from the date they’re credited to your Velocity account after an eligible Status Credits earn transaction.
You can earn Status Credits for eligible Virgin Australia flights and eligible selected airline partner flights travelled from your join date or up to 30 days before your join date if you submit a retrospective claim. You can earn Status Credits on eligible transactions with selected non-airline partners from your join date. For details of current partners and Status Credits earn rates and restrictions, check out the partner pages on the Velocity website.
Eligible Status Credits earn transactions and the terms on which you can earn Status Credits differ between partners and may vary depending on your membership Status. Please check the Status Credits earn rates and applicable partner terms and conditions before making an eligible Status Credits earn transaction with a partner. Offers may also be sent directly to you. These offers may be personal to you and are sometimes not made available to all members.
Some other important things you need to know about earning Status Credits:
6.2 What to do if you think you’re missing Status Credits
If you have an enquiry about an eligible Status Credits earn transaction (e.g. you think the Status Credits you’ve earned are wrong or you haven’t received Status Credits) or you want to make a retrospective claim (if available), you must submit a claim through the missing Points claim tool on the Velocity website no later than 6 months from the date of the Status Credits activity you’re asking about.
We may not be able to help you with your enquiry (i.e. you may miss out on earning Status Credits) if it isn’t made within the above timeframes.
7. EARNING FREQUENT FLYER STATUS
Your Status level with Velocity determines the types of member benefits you’re entitled to access. Below are some important concepts to understand:
When you join Velocity, you’ll be assigned Red Status. Each Status level has different member benefits, read more about Status.
Your Status level is assessed daily based on your Status Credits and Eligible Sector balances to determine if you’re eligible to upgrade your Status level.
If you meet the eligibility criteria for a Status level, you’ll be upgraded to that Status level for your Benefit Period. On each Review Date, if you still meet the eligibility criteria for a Status level, you’ll maintain that Status level for a further Benefit Period after the Review Date. If you don’t meet the eligibility criteria for a Status level on your Review Date, you’ll be downgraded to the Status level below your current Status level.
We may upgrade, downgrade or maintain your Status level in accordance with these Terms.
7.2 How to upgrade or maintain your Status
To upgrade your status, you need to have flown the number of Eligible Sectors and earned the number of Status Credits set out below during the previous 365 days – calculated daily on a rolling basis.
Once you upgrade to a higher level of membership, you will have 12 months (from the day of your upgrade to your new Review Date) to achieve the required number of Status Credits and Eligible Sectors to maintain your membership.
Status level | Status Credits needed to upgrade | Eligible Sectors needed to upgrade |
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Red | N/A | N/A |
Silver | 250 | 2 |
Gold | 500 | 4 |
Platinum | 1,000 | 8 |
To maintain your Status
Status level | Status Credits needed to maintain | Eligible Sectors needed to maintain |
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Red | N/A | N/A |
Silver | 200 | 2 |
Gold | 400 | 4 |
Platinum | 800 | 8 |
8. BENEFITS FOR STATUS MEMBERS
8.1 Guaranteed Economy Reward Seats for up to 4 family members – Platinum members
Platinum members can make one Reward Seat booking in each Benefit Period, for up to 4 guests, to fly on an Economy class return flight, either on an Australian domestic or short haul international flight marketed and operated by Virgin Australia with a VA flight number, subject to these rules:
8.2 Guaranteed Economy Reward Seats for up to 4 family members – Gold members
Gold members can make one Reward Seat booking with in each Benefit Period, for up to 4 guests on Economy class return flights on a Virgin Australia Domestic services, subject to these rules:
8.3 Complimentary partner membership – Platinum and Gold members
Platinum and Gold members are entitled to enrol once into one car hire loyalty program and one hotel loyalty program, with a nominated partner, at no charge for a minimum of 12 months (Complimentary Partner Membership). By enrolling in the Complimentary Partner Membership, you will need to accept the terms and conditions of that partner’s program.
Your membership level for Complimentary Partner Membership will be reasonably equivalent to your membership level in Velocity, as determined by the relevant partner. Complimentary Partner Membership will end after 12 months from the date of nomination by the Platinum or Gold member. Your eligibility for continued membership, and membership level, in the partner’s loyalty program after 12 months is subject to you fulfilling the eligibility requirements specified in, and complying with, the partner’s program terms and conditions.
Velocity will be selected as your nominated loyalty program for eligible Points earn transactions with the relevant partner during your Complimentary Partner Membership. Velocity will continue as your nominated loyalty program once the Complimentary Partner Membership has ended, unless you contact the partner and change it.
We’re not responsible for the delivery of partner programs, including the provision of membership benefits in the partner program.
8.4 Virgin Australia Lounge access – Platinum, Gold and Silver members
Platinum and Gold members are entitled to complimentary access to the Virgin Australia Lounge during their Benefit Period. Silver members are allocated 2 single-entry vouchers upon reaching or maintaining Silver Status; these expire 12 months after being added to your Velocity account. Virgin Australia Lounges do not include the Beyond Lounges and are only available in selected airports in Australia. Entry to the Virgin Australia Lounge is subject to the terms and conditions of the Virgin Australia Lounge. Lounge access may be limited during peak periods and disruptions, like during poor weather. View a list of Virgin Australia Domestic Lounge locations.
Lounge passes are non-transferable and must be used either by you or a guest accompanying you (if you’re already entitled to access the Virgin Australia Lounge).
8.5 Airline partner Lounge access – Platinum and Gold members
Platinum and Gold members are entitled to complimentary access to selected partner lounges during their Benefit Period. When you visit a lounge operated by our partner (like Singapore Airlines or Etihad Airways) you’ll need to present your boarding pass and Velocity card. Entry to partner lounges is subject to the partners’ terms and conditions, find more information
8.6 Fly Ahead – Platinum and Gold members
Platinum and Gold members with a confirmed booking for a Virgin Australia marketed and operated domestic flight and who arrive at the airport in time for an earlier flight than their booked flight, can request that they and up to 3 accompanying guests on the same booking, be carried on an earlier flight (Fly Ahead).
A Fly Ahead request is not guaranteed and is subject to these rules:
If the request is granted and you and your accompanying guests (if applicable) are moved to an earlier Virgin Australia domestic flight in a lower fare class (including lower cabin class) than what you originally purchased), you won’t receive a refund of any difference (unless you are entitled to a refund under the Australian Consumer Law).
8.7 Membership pause for parental leave – Platinum, Gold and Silver members
Platinum, Gold and Silver members who wish to spend time caring for a child under 2 years (including adoption) can apply to have their Velocity account paused for 6 months to maintain a Status level (Membership Pause). We’ll reasonably consider any request for Membership Pause requested during your Benefit Period only (i.e. while you still have your Status).
You’re entitled to apply for Membership Pause once for each child, up until that child reaches 2 years. There can be up to 2 member parents on Membership Pause, for the same child, at any one time. You can call the Membership Contact Centre to apply for Membership Pause. You’re limited to one approved Membership Pause each 24 month period.
During the Membership Pause, you:
At the end of the Membership Pause, you’ll maintain your existing Status level for a further 12 months, unless you’ve earned enough Status Credits and flown the required number of Eligible Sectors to upgrade to a higher Status level.
8.8 Priority waitlist – Platinum, Gold and Silver members
Platinum, Gold and Silver members can make a waitlist booking for a seat in a cabin if all seats in the desired cabin of a Virgin Australia marketed and operated flight are fully booked. If a seat becomes available in the desired cabin, priority to purchase that seat will be given to members according to their Status level in the following order: Platinum members first, then Gold members, then Silver members.
Priority waitlist applies only to bookings made in Economy Flex or Business fares on Virgin Australia marketed and operated flights. A Priority waitlist booking doesn’t guarantee that a seat will be made available for purchase.
UpgradeMe Points flight upgrades allows you to use Points to upgrade to a higher cabin class on Virgin Australia marketed flights (we call this benefit UpgradeMe Points).
Domestic | International Short Haul |
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What is it? | Allows you to use Points to upgrade to Business Class. | |
Where can I book it? | On the Velocity Website, a Virgin Australia airport check-in counter, Virgin Australia Domestic Lounge (for members who have access) or by calling the Membership Contact Centre. A fee may apply if you book through the Membership Contact Centre, with the exception of when your original booking contains a specific service request. |
On the Velocity Website, a Virgin Australia airport check in counter or by calling the Membership Contact Centre. A fee may apply if you book through the Membership Contact Centre, with the exception of when your original booking contains a specific service request. |
Who is eligible? | All Members with an existing Economy Flex or Economy Choice fare booking (Economy Lite fares are ineligible for Upgrades). Members may upgrade themselves, their travelling companions or any other traveller. |
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Are there limits on availability? | Yes – availability is limited. Availability may be limited or not available at all particularly during peak travel periods (e.g. school and public holidays), on international flights and within the business class cabin, due to the popularity of these services. |
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What will it cost me? | See Domestic Flight Upgrades table available on the Velocity Website. |
See International Short Haul Flight Upgrades table available on the Velocity website. |
You need to have the required Points in your Velocity account at the time you request an upgrade. | ||
When do I need to request an upgrade by? | Velocity website: No later than 4 hours prior to scheduled departure Membership Contact Centre: No later than 2 hours prior to scheduled flight departure. Virgin Australia airport check-in counter: No later than 30 minutes prior to the scheduled flight departure time. Virgin Australia Domestic Lounge: No later than 30 minutes prior to the scheduled flight departure time. |
Velocity Website: No later than 4 hours prior to scheduled departure Membership Contact Centre: No later than 2 hours prior to scheduled flight departure. Virgin Australia airport check-in counter: No later than 60 minutes prior to the scheduled flight departure time. |
If you are travelling on a group booking you must check for eligibility and request via Groups Department at least 24 hours prior to departure. |
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Will I earn more Points and Status Credits if my upgrade is successful? | No – You’ll earn Points and Status Credits based on the original fare class you booked, and not the upgraded booking. |
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Can I request an upgrade at the Virgin Australia Domestic Lounge? | Yes, where Red, Silver and Gold members are entitled to access the Virgin Australia Domestic Lounge, these members can request an upgrade between 30 minutes and 2 hours prior to a flight’s scheduled departure time. A Virgin Australia Lounge can only accept upgrade requests for flights that are departing from the airport the Lounge is located. Platinum members may request an upgrade on any same-day Virgin Australia operated domestic lounges sector from any |
No – but you can request an upgrade at the airport check-in counter.Changes to your upgrade |
Changes to your upgrade | This section sets out the conditions that apply if you want to change or cancel your upgrade, or if we need to make changes to your booking. These are in addition to your rights under applicable laws, including the Australian Consumer Law. | |
Can I cancel or change a confirmed upgrade? | Changes by you: Permitted, provided you request it at least 24 hours before a flight’s scheduled departure and you pay the applicable fee set out in clause 11.1. Fee waived for Platinum members. Cancellation by you (reverts to your original purchased fare class): Permitted, provided you request it at least 24 hours before a flight’s scheduled departure, the original fare is still available on that Flight Sector and you pay the applicable fee set out in clause 11.1. Fee waived for Platinum members. If you cancel or change a confirmed upgrade less than 24 hours before a flight’s scheduled departure (even if the upgrade was issued at one of Virgin Australia Lounges), or fail to board a flight, you’ll forfeit the Points used to redeem the UpgradeMe Points upgrade . Requests to change or cancel a confirmed upgrade can be made by calling the Membership Contact Centre. |
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What if Virgin Australia cancels or changes my flight? | If your flight is changed or cancelled by Virgin Australia, and Virgin Australia re-accommodates you onto another flight in the original cabin class booked, you may request a refund of the Points used for your upgrade. You may also request a refund of the Points used for your upgrade if you are not seated in the upgraded cabin class for reasons other than your own act or omission, including, but not limited to, a change in aircraft, or a delay in a Virgin Australia connecting flight that results in you missing their connection for which you received an upgrade. To request a refund, you are required to submit a request through Velocity’s feedback form, selecting “General Enquiry” as the feedback type and category “Redeeming”. The request for a refund must include information to support your request, such as your booking reference. If you are unable to provide sufficient information to enable Virgin Australia to assess the request, Virgin Australia may not be able to assess your request for a refund. information to support your request. If you are unable to provide sufficient information to enable Virgin Australia to assess the request, Virgin Australia may not be able to process the refund. |
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What is included in the upgrade? |
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Any other restrictions? | The fare rules applicable to the fare originally purchased will apply, regardless of upgraded class of travel. This includes the fare rules relating to:
Full catering may also not be available if upgraded to Business class when an upgrade is requested within 3 hours of departure. If you have made any special requests for your booking (e.g. a Mobility or Medical Assistance request), and want to request an upgrade, please contact our Membership Contact Centre at least two hours prior to the scheduled flight departure time. Upgrade requests for multiple guests require the Points to come from one Velocity account only. Not available on Reward Seats. Can’t be used in conjunction with an open dated ticket. Any fees for additional services purchased as part of the original purchased fare will not be refunded if not already included in the new fare (unless you’re entitled to a refund for the amount paid under the Australian Consumer Law). |
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Can I go on a waitlist if I can’t get a confirmed upgrade? | Yes – you can only request to waitlist if you’re unable to secure a confirmed upgrade. You can register to waitlist by accessing your booking on the Virgin Australia Website, or calling the Membership Contact Centre at least 4 hours before scheduled flight departure. You need enough Points in your Velocity account at the time the waitlist is requested and for the duration of the waitlist period. A waitlist request will be cancelled if the booking is cancelled, if you check in to your flight, if you voluntarily change your booking date or time or if an airline partner change occurs to the flight and the departure or arrival port of the flight is changed. |
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When will I know if my waitlist becomes a confirmed upgrade? | If there is availability in the requested class of service, an email confirmation will be sent to members whose waitlist request is successful. No email is sent to unsuccessful waitlisted members. |
9. ADDITIONAL BENEFITS FOR PLATINUM MEMBERS
If there are no seats available for sale online in the Economy cabin on a Virgin Australia flight, a Platinum member may be able to purchase up to two Economy Flex fare seats on that flight (must be full Economy fare / 'Y' class) (Priority Economy Seat), subject to these rules:
In each Benefit Period, Platinum members who have paid the full fare for an Economy Flex fare are entitled to a complimentary upgrade to Business class on up to 4 Virgin Australia marketed and operated domestic or international short haul Flight Sectors (Upgrade). This benefit is available subject to these rules:
Redeeming Upgrades
Changes and cancellations
Any restrictions?
Requesting Upgrades at a Virgin Australia Lounge
9.3 Companion Gold and Companion Platinum membership
If a Platinum member earns 500 Status Credits over and above the required number of Status Credits to maintain their Platinum Status (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 member, to Gold Status (Companion Gold).
If a Platinum member earns 1,000 Status Credits over and above the required number of Status Credits to maintain their Platinum Status (800 Status Credits) within their Benefit Period (total 1,800 Status Credits), their nominated Companion Gold member can be upgraded to Platinum Status (Companion Platinum) by calling the Membership Contact Centre. If the Platinum member hasn’t previously nominated a Companion Gold member, then they are entitled to nominate a Companion Platinum member.
A Platinum member may nominate a Companion Gold or Companion Platinum member by calling the Membership Contact Centre at any time up until 12 months after the date the Platinum member becomes entitled to use this benefit. When a member is upgraded to Companion Gold or Companion Platinum membership, the nominated companion member will be notified by email. You can’t change the nominated companion member once they’re upgraded.
Companion Gold and Companion Platinum membership is valid for 12 months from the date of the relevant upgrade. On expiry of the 12 month period, the nominated member’s membership level will be assessed in accordance with these Terms.
We may offer selected members who haven’t earned enough Status Credits to upgrade to Gold Status, the ability to trial Gold Status for 3 months (Pilot Gold Trial). We offer this benefit in our discretion and we don’t guarantee that you’ll be offered it.
During a Pilot Gold Trial:
You can maintain Gold Status for a further 12 months if you earn 80 Status Credits and fly at least one Eligible Sector, before the Pilot Gold Trial ends. If you don’t achieve this, your Status level will be assessed in accordance with these Terms.
11.1 Fees and charges / Fee table
From time to time, we may charge fees to members for all or any benefits or features connected with Velocity. We’ll give at least 30 days’ notice of the introduction of, or change to, any fees, and also post details on the Velocity website.
Additional fees apply (see fee table below) if you access certain benefits or features of Velocity through the Membership Contact Centre rather than through the Velocity website. Fees are in Australian dollars (AUD) and include GST where applicable.
If you’re unable to access the Velocity website because of disability or impairment, we may waive any fee that would otherwise apply.
FEE TABLE | ||
SERVICE | MEMBERSHIP CONTACT CENTRE | VELOCITY WEBSITE |
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Points Transfer to an eligible Family Member | $20 or 2,500 Points per transaction | No service fee |
Points Transfer - Airlines to another Airline Loyalty Program | $20 or 2,500 Points per transaction | No service fee |
Velocity Rewards Store redemption | $20 or 2,500 Points per transaction | No service fee |
Points Booster transaction | $20 or 2,500 Points per transaction | No service fee |
Redeem Points for flight Reward bookings on Virgin Australia domestic and international short haul flights |
$40 or 5,200 Points per person per booking | No service fee |
Redeem Points for flight Reward bookings on airline partner flights available online | $70 or 8,800 Points per person per booking | No service fee |
Reward Seat Change and Cancellation Fees (Where changes and cancellations are permitted) |
4,500 Points or $35 charge per person per booking for domestic bookings and 7,500 Points or $60 charge per person per booking for international bookings |
4,500 Points or $35 charge per person per booking for domestic bookings and 7,500 Points or $60 charge per person per booking for international bookings |
UpgradeMe Points |
$40 or 5,200 Points per person per booking if the request can be made online. |
No service fee |
Combined Reward and Any Seat itinerary Change Fees |
Any Seat Economy Lite, Choice or Flex fare combined with Reward Seat - $80.00 or 10,000 Points per person per booking* Any Seat Getaway fare combined with a Reward Seat - $90.00 or 11,300 Points per person per booking* Any Seat Elevate Fare combined with Reward Seat - $70.00 or 8,800 Points per person per booking* *applicable when either the full itinerary or only the Any Seat sector is changing. If only the Reward Seat is changing, refer to the Reward Seat fee section. |
Not available |
Change or cancellation of an UpgradeMe Points more than 24 hours before the flight’s scheduled departure |
$35 or 4,500 Points per person per booking (waived for Platinum members) |
Not available on Velocity website |
Virgin Australia Reward Seat Carrier Charge | A Carrier charge applies to all Reward Seat bookings for travel on Virgin Australia operated flights. Refer to the Points Table for more information | |
Etihad Airways Reward Seat Carrier Charge | A Carrier charge applies to all Reward Seat bookings for travel on Etihad Airways operated flights. Refer to the Points Table for more information |
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Qatar Airways Reward Seat Carrier Charge | A Carrier charge applies to all Reward Seat bookings for travel on Qatar Airways operated flights. Refer to the Points Table for more information | |
Singapore Airlines Reward Seat Carrier Charge | A Carrier charge applies to all Reward Seat bookings for travel on Singapore Airlines operated flights. Refer to the Points Table for more information |
11.2 You’re responsible for any tax liabilities
We aren’t responsible for and we make no representations about any tax liability in connection with you participating in Velocity or using any Rewards, member benefits or other features of Velocity. You’re solely responsible for all taxes, GST, duties, levies, fees, charges or other liabilities (Taxes) in connection with your participation in Velocity, Points and Status Credits earned and the use of Rewards, member benefits and otherwise. You should seek advice from your professional accountant or tax adviser to ensure you understand any possible Taxes related to your participation in Velocity.
In addition to the Points required for a Reward, the redemption of Points and the supply of Rewards may be subject to Taxes. You’re responsible for paying all Taxes. Where the amount of Taxes is known to us and directly related to a Reward, it will be displayed on the Velocity website or made available by contacting the Membership Contact Centre. This applies to all Rewards whether these are provided or sourced by us, Virgin Australia or a partner. However, display of any Taxes will not relieve you of responsibility to inform yourself of applicable tax implications related to your participation in Velocity. This clause survives termination or expiry of these Terms and the suspension or cancellation of Velocity.
11.3 Subcontracting, assignment and severing invalid terms
We may choose to appoint other parties from time to time to provide services in relation to the operation and management of the Velocity program. For example, Velocity Frequent Flyer Pty Ltd provides certain services to us and you’ll likely deal with them while you’re a member. Even if we do this, these Terms remain a contract between you and us only. We can also assign, transfer or novate some or all of our rights or obligations under these Terms at any time without needing your consent.
If a provision of these Terms is invalid or unenforceable under law, that provision will be read down as far as possible to give it a valid operation. If that isn’t possible, the provision will be removed, and the remaining provisions of these Terms won’t be affected, as far as possible.