Voylar Credits terms and conditions

1. Purpose and acceptance

These terms govern the Voylar Credits loyalty programme (the "Programme"), run by Voylar Tour. They supplement the platform's Terms of Use; in case of conflict about credits, these terms prevail. Taking part is free and requires no purchase beyond the bookings the Customer chooses to make. By making bookings with their account and earning or using credits, the Customer accepts these terms.

2. Definitions

• Credits: promotional units expressed in euros, recorded in the Customer's account, that can only be used to reduce the price of future bookings on the platform.
• Credits on the way: credits already awarded that cannot be used yet.
• Available balance: credits that can be used now.
• Eligible booking: a booking made on the platform with the Customer's account and paid online by card or another method accepted at the platform's checkout.
• Platform commission: the part of the price that Voylar Tour keeps on each booking.

3. Who can take part

Individuals aged 18 or over with a customer account on the platform can take part. Each person may have only one account. The following do not earn credits:

• bookings made by Partners (hotels, agencies and other resellers) on the Customer's behalf;
• bookings paid outside the platform or directly to the Business;
• tickets and products bought on third-party sites through links on the platform.

4. How credits are earned

• For each eligible booking, the Customer earns credits worth 1% of the amount actually paid (after discounts and credits used), rounded to the cent. This amount never exceeds 10% of the platform commission on that booking; so on a booking with a discount coupon or where credits were used, the credits earned may be lower or zero.
• Welcome bonus: €3 in credits, once per Customer, awarded with the first eligible booking of €15 or more (amount before discounts).
• Credits are awarded when the booking's payment is confirmed and appear in the account as "on the way".

5. When they become available and validity

• The credits from each booking become available 2 days after the service date (Lisbon time).
• Each credit is valid for 12 months from the date it becomes available. The Account › Credits page shows the amount and date of the next expiry.
• When the Customer uses credits, those expiring soonest are used first.
• Expired credits are cancelled automatically and cannot be recovered, extended or compensated.

6. How they are used

• Credits are used when paying for a new booking on the platform, with the same account. The "Use your credits" option is on by default when there is a balance; the Customer can turn it off.
• They can only be used on bookings of €15 or more.
• On each booking, credits cover at most half of the platform commission on that booking, which is a limited part of the price (as a rule between 5% and 10%, depending on the service). The exact amount is shown in the payment summary before the Customer confirms. Any balance not used stays saved for future bookings.
• The rest of the price is paid with the chosen payment method. Credits cannot pay for a whole booking.
• Until payment is completed, the credits used are reserved. If payment is not completed (checkout expires after 60 minutes), they go back to the available balance.
• Credits used reduce the price paid by the Customer; the Business providing the service receives the same amount it would without credits.

7. No combining with discounts

Credits cannot be combined with discount coupons, whether from Voylar Tour or from a Business, nor with other promotions that expressly say so. On each booking the Customer uses one or the other: applying a coupon removes the credits from the booking and returns them to the balance; turning credits on removes the coupon.

8. Cancellations and refunds

• If a paid booking is cancelled or fully refunded, the credits it earned (including the welcome bonus, if awarded with that booking) are cancelled.
• Credits used on that booking are returned to the account as new credits, available immediately and valid for 12 months. They are never refunded in cash: the cash refund covers only the amount paid with the payment method.
• On partial refunds, the credits earned and the credits used on that booking stay.
• If cancelled credits had already been used, the corresponding amount is deducted from credits the Customer earns or gets back later.
• Each service's cancellation rules are those in the Terms of Use and the service's policy.

9. Nature of credits

Credits are a promotional benefit. They have no cash value; they are not money, electronic money, a deposit or a gift voucher, they earn no interest, and:

• they cannot be exchanged, converted or withdrawn as cash, or refunded;
• they are personal and non-transferable: they cannot be transferred, assigned, sold or pooled between accounts;
• they have no value outside the platform.

10. Abuse and corrections

Voylar Tour may cancel credits, refuse their use and, in serious cases, suspend the account where there is fraud or abuse, for example: several accounts for the same person, fictitious or arranged bookings, use of third-party payment methods without authorisation, improper payment disputes or any attempt to get around these rules. Credits awarded or used through a technical or pricing error may be corrected. If you disagree with a correction, contact us at [email protected].

11. Account closure and end of the Programme

• If the Customer deletes their account, that account's credits are cancelled.
• If the account is suspended for breach of the Terms of Use or these terms, the credits may be cancelled.
• Voylar Tour may end the Programme with at least 30 days' notice to Customers. Credits available on that date can be used until the end of that period, under these terms.

12. Changes to these terms

We may change these terms, for example the percentages, limits or validity. The version in force is always the one published on this page, with its last-updated date; important changes are announced visibly before they take effect. Changes apply to bookings made after that date and do not shorten the validity of credits already awarded.

13. Complaints and applicable law

The complaints, dispute resolution and applicable law rules of the Terms of Use apply. Before anything else, contact us at [email protected]; consumers may also use the Portuguese electronic complaints book (livroreclamacoes.pt) and alternative consumer dispute resolution bodies.

14. Contact

Questions about Voylar Credits: [email protected].