Etihad Guest

2.1. Enrolment
2.1.1. Application to join the Etihad Guest programme deems acceptance of all Terms and Conditions of the said programme.
2.1.2. Subject to local laws, application to join the Etihad Guest programme is open to any individual who is at least two years of age. 
2.1.3. Membership of the Etihad Guest programme is open only to individuals. It is not open to companies, trusts, partnerships or other entities.
2.1.4. Etihad Guest membership is not transferable.
2.1.5. To apply for membership, you must complete the Enrolment Form and provide all mandatory details. Applications in respect of Members under 18 years of age must be completed on their behalf by a parent or a guardian.  Redeeming miles can be done only by Members who can enter into legally binding contracts under applicable law.  Etihad Airways may accept or reject any application at its absolute discretion. 
2.1.6. Each enrolment has to be submitted with a unique email id i.e., 2 members within the Etihad Guest programme including children cannot use the same email id. 
2.1.7. The start date of your membership will be the date the Enrolment Form was signed or the date the application was made via the web, telephone or at the Etihad Guest Service Centre. If an application is rejected then any benefit that may have been accrued will be null and void.
2.1.8. It is your responsibility to ensure that you take appropriate care of your Etihad Guest Card with your Etihad Guest Number to prevent unauthorized persons from accessing your account. 
2.1.9. When you enrol into the Etihad Guest programme, you will either select a secure password, or one will be supplied to you.  This password will be used to authenticate members wishing to perform transactions via the web.  
2.1.10. You should not disclose this password to another person. Please make sure that your password is not written down and kept with your Etihad Guest Card.

2.2. Etihad Guest Cards
2.2.1. A permanent Etihad Guest Card will be issued after a member has earned 250 Miles (not including the enrolment bonus of 500 Etihad Guest Miles) or has taken 1 flight, whichever comes first.
2.2.2. The Etihad Guest Card may only be used by the member named on that card. The Etihad Guest Card is not a credit card and is used for the purpose of identification only. 
2.2.3. The Etihad Guest Card is the property of Etihad Airways and must be returned whenever requested.
2.2.4. Etihad Airways and Etihad Guest Partners have the right to require you to produce your membership card and quote the membership number at any time while booking, ticketing, or while travelling on or claiming a Reward.

2.3. Loss or Damage of Etihad Guest Card
2.3.1. In the event of loss, theft or unauthorized use of your Etihad Guest Card, it is your responsibility to inform Etihad Airways as soon as possible. You are liable for all use of your Etihad Guest Card or Etihad Guest Number until we are notified of the loss or unauthorized use of your card. 
2.3.2. Etihad Guest Cards that have been lost or misplaced can be replaced via the Etihad Guest Service Centre.  Such replacement of Etihad Guest Cards will be subject to a fee of 500 Etihad Guest Miles. Etihad Guest Silver, and Etihad Guest Gold members will be allowed to have one replacement in any 12 month period free of charge. Etihad Guest Gold Elite members will be allowed to have card and luggage tag replacements anytime at no cost. 
2.3.3. Etihad Guest luggage tags that have been lost or misplaced can be replaced via the Etihad Guest Service Centre. Such replacement of luggage tags will be subject to a fee of 1,000 miles.
2.3.4. Replacement of both an Etihad Guest Card and Etihad Guest Luggage tags will be subject to a fee of 1,250 Miles.

2.4. Cancellation of Membership
2.4.1. You may at any time cancel your membership by providing written notice to Etihad Airways. Upon receipt of the notice, we will cancel the relevant membership and all accumulated Miles in your membership account will immediately expire. Accordingly, we would like you to carefully plan all cancellations to avoid any unintentional loss of accumulated Miles.
2.4.2. Etihad Airways retains the right to cancel your membership in the event of any breach of the membership Terms & Conditions. Any Reward booking made by you either before or after the date of breach will be subject to review, and possible cancellation, by us.    
2.4.3. After a period of thirty six months of inactivity by you, Etihad Airways reserves the right to terminate your membership account.
2.4.4. An Etihad Guest Account will be automatically terminated on the death of the member. Miles accumulated prior to this will be cancelled. However, Etihad Airways may, at its own discretion, reinstate Etihad Guest Miles in favour of the heirs of the deceased upon application of his/her representative, or in the case of a Family Membership, in favour of the nominee appointed by the remaining Family Guest Members. 
2.4.5. If Etihad Airways terminates or cancels your membership, all accumulated Etihad Guest Miles and Etihad Guest Tier Miles are deemed to have expired and will immediately be removed from your membership account.
2.4.6. Any misuse of Rewards, Service Benefits, or any other features and services provided to you as an Etihad Guest member will cause your account to be closed. Misuse of the Etihad Guest programme includes, but is not limited to:

a) Engaging in any illegal or fraudulent activities.
b) Giving misleading information to Etihad Airways representatives and/or partners.
c) Selling, transferring and/or purchase of any flight or non-flight Rewards, Service Benefits or Etihad Guest Miles other than in accordance with the programme Terms and Conditions.
d) Refusing to follow instructions given by the Etihad Airways representatives in order to audit your account.

2.4.7. Etihad Airways has the right to investigate your Etihad Guest account. You will be notified if any investigation requires additional information and you will have 14 days to provide the information requested. During any investigation, you may not be able to use your Etihad Guest account for any redemption.
2.4.8. Etihad Airways may choose to take legal action against any member found to be misusing their Etihad Guest account and/or engaging in any fraudulent activities.

2.5. Misuse and/or Fraud
2.5.1. Any misuse of Rewards, Service Benefits, or any other features and services provided to you as an Etihad Guest member will cause your account to be closed. Misuse of the Etihad Guest programme includes, but is not limited to:
a) Engaging in any illegal or fraudulent activities.
b) Giving misleading information to Etihad Airways representatives and/or partners.
c) Selling, transferring and/or purchase of any flight or non-flight Rewards, Service Benefits or Etihad Guest Miles other than in accordance with the programme Terms and Conditions.
d) Refusing to follow instructions given by the Etihad Airways representatives in order to audit your account. 
2.5.2. Etihad Airways has the right to investigate your Etihad Guest account. You will be notified if any investigation requires additional information and you will have 14 days to provide the information requested. During any investigation, you may not be able to use your Etihad Guest account for any redemption. 
2.5.3. Etihad Airways may choose to take legal action against any member found to be misusing their Etihad Guest account and/or engaging in any fraudulent activities.

3.1.1. Etihad Guest members from the same family may elect to pool their mileage by starting a Family Membership. One member from the family is designated as the Family Head. As a Family Head you may nominate a maximum of eight family members (Family Guests) to be enrolled in your Family Membership.
3.1.2. The Family Head is required to be a minimum of 21 years of age.
3.1.3. Family members eligible to become Family Guests are: brothers, sisters, father, mother, spouse(s), children, grand children, grand parents, parents-in-law, step parents, step children, step siblings, step grand children, niece, nephew and one household help.
3.1.4. Etihad Airways reserves the right to audit these relationships claimed by any Family Head and will from time to time request for documented proof of the relationships.
3.1.5. Family Guests will be issued with individual membership numbers and cards.
3.1.6. A Family Guest may only be registered in respect of one Family Head’s account. 
3.1.7. A Family Guest must be an existing Etihad Guest member; otherwise they must enrol first and then be nominated into a Family Membership. Once listed as a Family Guest, such members cannot be replaced for a period of 90 days.
3.1.8. All correspondence pertaining to the Family Membership will be sent to the Family Head. 
3.1.9. Family Guests will be able to accrue Etihad Guest Tier Miles and attain/maintain their own level within the Etihad Guest programme. However all Etihad Guest Miles will be automatically transferred to and accumulated under the account of the Family Head. Either the Family Head or the Family Guest on their own may cancel the participation of a Family Guest at any time by giving written notice to the Etihad Guest Service Centre. However, the Etihad Guest Miles accumulated in the Family Membership will remain with the Family Head and are not transferable or divisible on separation.
3.1.10. The Family Head maintains exclusive control of the account balance and as such controls all redemptions made through the Family Membership.
3.1.11. Etihad Airways retains absolute discretion to accept or reject any application for Family Membership and to cancel any member’s account in the event of breach of the terms and conditions of the Etihad Guest programme.

4.1.1. You must provide Etihad Airways with a correct mailing address and email address (optional). If you change your mailing address/email address you should notify the Etihad Guest Service Centre in writing or via the programme website or via telephone.
4.1.2. Change of name and/or date of birth must be supported by legal documentation.
4.1.3. From time to time, the data you have furnished to Etihad Airways may be used to bring you relevant and valuable offers from Etihad Guest Partners. If you have any objection regarding the use of your data, you may request that your data be not used for such purposes.
4.1.4. If more than one account number has been assigned to you in error or oversight, the accounts will be combined and the miles transferred to one single account, less any duplicated bonuses or miles from the same activity. The other accounts will then be terminated.
4.1.5. This merging of accounts can be requested by you or can be conducted at Etihad Airways’ discretion.

5.1.1. The number of Etihad Guest Tier Miles or the qualifying flights required for each tier, and the benefits and privileges provided to a member at each Guest Tier are detailed in the member guide and may be changed at any time without notice.
5.1.2. A member may earn Etihad Guest Tier Miles for qualifying flights on Etihad Airways flights or Etihad Airways partner airline flights as specified in the latest Etihad Guest communication as issued from time to time.
5.1.3. Once a member has attained a tier, their status is valid for the rest of that calendar year plus one year for Silver and 2 years for Gold/Gold Elite. In addition members will enjoy the benefits of the tier for a bonus three months.
5.1.4. Upon renewal of a members tier, all consecutive renewals will be maintained on an annual cycle for each tier.

6.1. Earning Etihad Guest Miles
6.1.1. You may earn Etihad Guest Miles from the day you enrol in the Etihad Guest programme by travelling with us or by using other products or services supplied by participating Partners as specified in the latest Etihad Guest communication as issued from time to time. Etihad Airways will credit the Etihad Guest Account of the member irrespective of the identity of the person or the entity paying for the ticket or services. Members are personally responsible for informing any third party or entity paying for the ticket or services including but not limited to the Member’s employer in respect of the advantages obtained through the Etihad Guest programme. 
6.1.2. All mileage and subsequent Rewards must be earned according to the terms and conditions of the Etihad Guest programme.  
6.1.3. To earn Etihad Guest Miles, you must quote your name and Etihad Guest Number and may be required to produce your Etihad Guest Card at the time of reservation or check-in for a qualifying flight and at the time of paying for other qualifying products or services.
6.1.4. Etihad Airways reserves the right to make Etihad Guest Miles and promotional offers available to selected members based on flight activity, geographic location, programme participation or information supplied by the member. 
6.1.5. Etihad Guest Miles will be issued only for flights actually flown by you and will be based on the class of the ticket you have paid for and will not reflect any complimentary or redemption upgrades. 
6.1.6. The following number of Etihad Guest Miles will be earned as per the relevant class of travel:

6.1.7. Only qualifying fares on Etihad Airways or Etihad Guest Partner Airlines qualify for mileage credit. The following fare types will not qualify for mileage credit - travel industry reduced rates, free or non revenue tickets, charter flights, bus routes and any other fares that are from time to time declared by Etihad Airways to be ineligible for mileage credit. 
6.1.8. Specific corporate deals/agreements may also be ineligible for mileage earning. The corporate will be advised of the same directly.
6.1.9. Travel taken on Etihad Airways code share flights both operated and/or marketed by Etihad Airways with an EY flight number will qualify for mileage credit. Code share flights booked on the partner airline flight number will not qualify for mileage earning unless the airline is also a partner of the Etihad Guest programme.
6.1.10. Etihad Guest Miles are only credited for services and products actually supplied and paid for. In particular, no miles will be earned in connection with products or services which have been ordered but cancelled prior to payment.
6.1.11. When an Etihad Guest redeems Etihad Guest Miles in combination with cash against a purchase of a qualifying flight, Etihad Guest Miles will accrue only in respect for the paid part of that purchase.
6.1.12. Provided the Etihad Guest member has provided the necessary information at the time of ticketing / time of check-in, mileage will be credited within 7 days of travel. Mileage credit in respect of purchase of a product or service from an Etihad Guest Partner will be as specified in the most current edition of the member guide or the most recent Etihad Guest communications issued.
6.1.13. Payments made for applicable taxes, fees and charges imposed by government or other authorities, or by the operator of an airport, shall not contribute to any miles accrual.
6.1.14. Any services offered by non airline Etihad Guest Partners at employee reduced rates may not qualify for miles accrual.
6.1.15. All miles have no cash value.
6.1.16. Validity of Etihad Guest Miles is associated to the Tier level of the member. Etihad Guest Miles will have a validity period of 2 years for Etihad Guest members, 2.5 years for Etihad Guest Silver members and 3 years for Etihad Guest Gold and Etihad Guest Gold Elite members. Unused Etihad Guest Miles will expire on the last date of the month in which they were earned. 
6.1.17. Only you as a member may authorize the deduction of miles or issue of rewards from your Etihad Guest Account. 
6.1.18 Flight Cancellations beyond Etihad’s or other Airline Partner’s control, including but not limited to weather delays, will not be granted Etihad Guest Miles.
6.1.19 In case of flight disruptions, if the member has not been rerouted and if the ticket has been refunded, the member is not entitled to Etihad Guest Miles.
6.1.20 In the event of a transferral into an alternative flight due to unforeseen circumstances, a Guest will earn Tier Miles and Etihad Guest Miles for the flight the Guest has originally purchased, not for the route flown.
6.1.21 Members are not entitled to request for miles to be deducted from their Etihad Guest Account and transferred to another partner airline account. It is the member’s responsibility to ensure that the correct membership number is quoted from the onset to ensure mileage earning on the desired programme.

6.2. Crediting Etihad Guest Miles
6.2.1. While Etihad Airways and Etihad Guest Partners make every attempt to provide accurate credit of mileage, it is your responsibility to retain and provide the necessary documents, such as boarding passes, tickets and receipts in the event that a retroactive credit is claimed.  
6.2.2. Etihad Guest Miles are not transferable and cannot be combined with miles of any other Etihad Guest Account except as part of a Family Membership as explained in Section 3 above. Credit is not given for any activity undertaken before membership is granted unless otherwise specified by Etihad Airways.

6.3. Mileage Statements
6.3.1. Mileage statements will be issued to you periodically at the discretion of Etihad Airways. You can also view your account information online. 
6.3.2. Details of any Etihad Airways mileage earned should appear on your account within 7 days of travel, and any partner credits should appear within 60 days of the activity.

6.4. Retroactive Mileage Claim
6.4.1 If you have earned miles that do not appear on your statement, you should apply for retroactive credit online or send the tickets and boarding pass as evidence of your mileage entitlement to your local or closest Etihad Guest Service Centre.  All claims for retroactive flight credit must be made within six months of the activity.Guests may claim miles for flights on Etihad Airways from their date of  enrolment date onwards. All claims for retroactive non flight credit should be forwarded by you to the relevant Etihad Guest Partner within six months of the transaction in question.
6.4.2 To earn Miles for in-flight duty free purchases, members need to present their membership card or quote their membership number at the time of purchase. If they fail to do so, they will not earn Miles for the given transaction. Retroactive claims are not permitted for in- flight duty free purchases on either Etihad Airways or Air Seychelles flights. 
6.4.3 Etihad Guest Miles cannot be claimed for in-flight duty free purchases made prior to the date of enrolment in Etihad Guest.

7.1.1. Etihad Airways may change or terminate Etihad Guest Partners, or modify partner agreements as it deems necessary from time to time and without notice to members.
7.1.2. Any participating Etihad Guest Partner may at any time withdraw from the programme or change the terms and conditions of the supply of products and services.  We cannot guarantee that any participating company will continue to participate in the Etihad Guest programme nor can we guarantee the continued availability of any particular Reward.
7.1.3. Etihad Airways will honour miles which have been allocated and reported by a participating partner prior to its withdrawal from the Etihad Guest programme.  We are not responsible if a participating company which withdraws from the programme fails to issue Etihad Guest Miles or notify us of the Rewards.
7.1.4. Rewards in relation to products and services offered by Etihad Guest Partners including but not limited to hotel, car rental or leisure partners are earned in accordance with the rates and Terms and Conditions determined by the Etihad Guest Partner and are subject to change.  You should check the applicable rates, terms and conditions with the relevant Partner before purchasing such products or services. A list of Etihad Guest Partners is available on the website.

8.1.1. Etihad Guest Miles may be earned only by the Member whose name appears on the invoice or order for the purchase of products and/or services with an Etihad Guest Partner. 
8.1.2. Etihad Guest Miles cannot be split between two or more Members. As an Etihad Guest member you will earn your Etihad Guest Miles in accordance with the terms and conditions of the Etihad Guest Partner as deemed eligible by the partner.

10.1. Use of the Reward Shop
10.1.1. The Reward Shop is the reward section of the web site for the Etihad Guest programme. The use of the Reward Shop is exclusively for Etihad Guest Members who can enter into legally binding agreements under the applicable law. The rules relating to the use of the Reward Shop are set out below. 
10.1.2. By accessing this Site and making transactions through the Reward Shop, specifically by clicking the “I AGREE” button, you expressly indicate your acknowledgment and acceptance of the Rules Applicable to the Reward Shop.
10.1.3. You have the possibility to redeem Etihad Guest Miles in accordance with the following four redemption types: Buying, Donating, Raffle and Bidding, to obtain Rewards. Rewards consist of Flight Rewards and Non-Flight Rewards. 
10.1.4. Flight Rewards are offered by Etihad Airways and its partner airlines. These are offered subject to the terms and conditions of the Etihad Guest Programme and the individual conditions of contract and the Terms and Conditions of Carriage of the airline.
10.1.5. Non-Flight Rewards consist of any goods or services purchased by you, by buying or bidding, or awarded to you in a raffle and sold, auctioned, awarded and distributed by independent Merchants that make available such Rewards directly to you via the Reward Shop. Taking advantage of these services you will be entering into a legal relationship with the Merchant. To the extent permitted by law, Etihad Airways and any party managing and/or operating its Reward Shop on its behalf (shop operator) exclude all liability to you or other person of whatsoever nature in respect of any negligence, willful misconduct, poor service or other breach of obligation arising out of the provision or failure to provide the services by or on behalf of a Merchant. 
10.1.6. You may only use this Site and the Reward Shop to make non commercial, legitimate reservations or Reward purchases or benefit from other redemption types and shall not use the Site or the Reward Shop for any other purposes, including making any speculative, false or fraudulent reservations or Reward purchases or other Reward redemptions.
10.1.7. Rewards on the website are subject to availability at the time of booking and country of shipment.

10.2. Reward Redemption
10.2.1. Buying:  Through this redemption type, you have the possibility to redeem Etihad Guest Miles by purchasing Rewards from Merchants in exchange for Etihad Guest Miles, cash, or a combination thereof. For details on Reward Payment, Reward Redemption and Returned, Delayed and Defective Rewards, see also Sections 10.5 and 10.6 below. 
10.2.2. Donating:  Through this redemption type, you have the possibility to redeem Etihad Guest Miles by making donations or contributions to charitable or other institutions. Donations can only be made in Etihad Guest Miles and no cash donations can be made through the Reward Shop. There is no minimum donation requirement. 
10.2.3. Raffle:  Through this redemption type, you have the possibility to redeem Etihad Guest Miles by purchasing raffle tickets for such amount of Etihad Guest Miles as specified in the Reward Shop for each specific raffle, provided that you have sufficient Etihad Guest Miles available on your Account. Raffle tickets can only be redeemed against Etihad Guest Miles and no raffle tickets can be purchased in cash. You have the possibility to purchase multiple raffle tickets for the same draw. Winners of the raffle will be informed by email. For specific raffle rules, see Section 10.7 below. 
10.2.4. Bidding:  Through this redemption type, you have the possibility to redeem Etihad Guest Miles by purchasing rewards by auction. Auction bids can be settled either in miles, cash or any combination thereof. Decisions as to what constitutes a qualifying bid, as well as exceptions, will be made at the sole discretion of Etihad Airways. Although these rules refer to the term “Auction”, it is important to note that neither Etihad Airways nor its shop operator is an "auctioneer” in the traditional sense. Instead, Etihad Airways allows you to bid for and acquire Rewards offered by Merchants in the Reward Shop using mileage bids in an auction-style format commonly referred to as "auction". Winners of the auction will be informed by email after the auction period defined in the Reward Shop. For specific bidding rules, please see Section 10.8

10.3. Relationship between You and Merchant
10.3.1. Every time you purchase, by auction or otherwise, or are awarded, a Reward via the Reward Shop, you directly enter into an agreement with the Merchant.  Etihad Airways and its shop operator only provide the access and the technical platform for you to directly redeem Rewards from the Merchant, whether it is through Reward purchases, auctions or raffles. Neither Etihad Airways nor its shop operator becomes party to the transaction between you and the Merchant. The relationship between you and the Merchant is exclusively governed by the specific terms and conditions of the Merchant. Etihad Airways strongly recommend that you check the terms and conditions of the Merchant prior to redeeming any Reward.
10.13.2. Etihad Airways will NEVER contact you though phone call or email asking for your Etihad Guest account personal information such as passwords/PINs/userid, etc.  It is your responsibility to report any suspected privacy violation or other related security issues. Etihad Airways is ensuring that your information is protected.

10.4. Reward Payment
10.4.1. When purchasing Rewards via the Reward Shop, you can pay for such Rewards either with (i) full Etihad Guest Miles, or (ii) a combination of cash and Etihad Guest Miles. 
10.4.2. Cash Payment by Credit Card:  For cash payments by credit card, the Reward Shop uses a secure Credit Card Internet Gateway Service (3D Secured/Verified by Visa). The amount as indicated in the Reward Shop for the respective Reward will be collected on behalf of Etihad Airways or the Merchant as the case may be.
10.4.3. Payment with Etihad Guest Miles:  You have the alternative to buy a Reward for such amount of Etihad Guest Miles as indicated for each Reward in the Reward Shop, provided that you have sufficient Etihad Guest Miles available on your account at the time of purchasing a Reward. Etihad Guest Miles that are not yet accrued and credited to your account at the time you place the purchase order are not available for Reward purchase. Etihad Guest Miles are deducted from your account as soon as the Reward is purchased. 
10.4.4. The amount of Etihad Guest Miles necessary for the purchase of a Reward is determined by Etihad Airways and Etihad Airways has the right, at any time, to change the amount of Etihad Guest Miles necessary to purchase a Reward in the Reward Shop. The conversion of Etihad Guest Miles into a cash amount can differ from Reward to Reward and can be determined and/or changed by Etihad Airways at any time and at its sole discretion. 
10.4.5. The conversion of Etihad Guest Miles into a cash amount and the payment of such cash amount to you or any similar transactions are not possible, not even in case of return of the product or services or the cancellation of Etihad Guest membership by you. 
10.4.6. Any Rewards purchased by you with Etihad Guest Miles that have not been properly debited to your account can be reclaimed by Etihad Airways at any time without compensation. 
10.4.7. In case you pay a Reward with a combination of cash and Etihad Guest Miles, the ratio between cash amount and Etihad Guest Miles amount necessary for the purchase of a Reward is determined and can be changed by Etihad Airways at any time and at its sole discretion.

10.5. Terms of Reward Redemption
10.5.1. You must agree and acknowledge that separate terms and conditions dictated by the relevant Merchant will apply to any Reward redemptions via the Reward Shop. You must agree to abide to such applicable terms and conditions, including but not limited to, rules and restrictions on availability, shipment and delivery terms, notification of defects, return and refund policies, money back guarantees and claim for damages. 
10.5.2. In case of purchase of vouchers or gift certificates via the Reward Shop and if such order has not arrived at your shipping location within 15 days of the shipment date, Etihad Airways may, upon a written request from you which should be received within 60 days of the shipment date, cancel and replace such order, provided you submit a properly completed affidavit of claimant. Upon receipt of such affidavit Etihad Airways will initiate a review process. The voucher or gift certificate may or may not be replaced, depending upon the outcome of such review. Etihad Airways will not replace any lost or stolen vouchers or gift certificates if the affidavit of claimant was not received within the 60-day period from date of shipment. To initiate the investigation, you should contact the Etihad Guest Service Centre. Vouchers and gift certificates are not replaceable if lost, stolen, destroyed or expired.
10.5.3. Where indicated, the prices on the Reward Shop include shipping fees. Nevertheless, for some Rewards you may be charged and may bear in addition local duties and taxes such as for example VAT and/or luxury taxes. Please check with your local authorities prior to ordering a Reward.

10.6. Returned, Delayed and Defective Rewards
10.6.1. In the event of purchasing Rewards in the Reward Shop, you expressly agree and accept that any claim, compensation or damage for wrong or delayed handling and for returned, defective or faulty Rewards can only and exclusively be made against the Merchant, in accordance with the Merchant’s terms and conditions. Any complaints for delayed deliveries or returned, defective or faulty Rewards shall be addressed directly and exclusively to the Merchant. Returns must be made immediately, in the same condition in which you received the rewards and at your own cost and risk. Any refunds will be in the form and currency of the original method of payment. If a reward is damaged in transit then you should not accept such package and the delivery company will be responsible for arranging the replacement. 
10.6.2. Where indicated, the prices on the Reward Shop include shipping fees. Nevertheless, for some Rewards, you may be charged and may bear in addition local duties and taxes such as for example VAT and/or luxury taxes. Please check with your local authorities prior to ordering a Reward.
10.6.3. In case of (i) returns in accordance with the applicable terms and conditions of the relevant Merchant, or (ii) unsuccessful delivery due to your actual fault (e.g., insufficient or incorrect delivery address or no physical acceptance of Reward at delivery address) you may be charged with incurred credit card fees, additional shipping and handling fees, and any other taxes and expenses in connection therewith. You will be required to pay these charges in Miles equivalent or cash, depending on the nature of the original redemption transaction. 
10.6.4. The delivery times indicated on the Reward Shop are non binding estimates only. Delays can and do happen for various reasons. You cannot withdraw from a Reward purchase or get compensation due to delivery times exceeding the estimated delivery time indicate on the Shop.

10.7. Raffles
10.7.1. Eligibility:  To be eligible to participate in a raffle, you must meet the eligibility requirements described in Section 2.1 of these Terms and Conditions. You must have enough accrued Etihad Guest Miles on your account, at the time of purchasing a raffle ticket. Etihad Guest Miles that are not yet accrued and credited to your account at the time you place the purchase order are not available for purchase of raffle tickets. Etihad Guest Miles are deducted from your Etihad Guest Account as soon as a raffle ticket is purchased. 
10.7.2. Specific Raffle Rules:  
a) In order to participate in a raffle you must purchase at least one raffle ticket. You have the possibility to purchase multiple raffle tickets for the same draw. Multiple raffle tickets will mean multiple raffle entries and thus multiple chances to win in the draw. 
b) The purchase of a raffle ticket and therefore the participation in the specific draw is considered "completed" once you see the respective confirmation page. In case the purchase for a raffle ticket is interrupted and the confirmation page is not displayed, you must repeat the purchase process. 
c) After the purchase of raffle ticket, you will automatically participate in the specific draw you purchased the raffle ticket for. 
d) Sale of raffle tickets for a specific raffle closes when the specified number of Etihad Guest Miles has been redeemed against raffle tickets for this specific raffle. Raffle period, time and date of draw and all other applicable terms will be established by Etihad Airways for each raffle and be published on the Reward Shop at least 30 days prior to the draw.
e) After a raffle is closed, a blind draw of one winning ticket and two substitute tickets from all sold tickets will be held no later than 15 days after the closure of a raffle.  The winner will be the person whose ticket number is first chosen at the blind draw. The decision of Etihad Airways will be final and binding on all entrants and no correspondence will be entered into. 
f) The winner will be informed by email. The winner will be required to fax a copy of the confirmation page of its winning ticket and confirm their identity and legal age by faxing the relevant page of their passport, driving license or national identity card to Etihad Airways. Following receipt and verification of the details above, the winner will be contacted in order to make arrangements for delivery of the Reward.
g) The winner explicitly agrees that its name and place of residence (country and state) as well as the number of Etihad Guest Miles invested in the respective raffle can be displayed in the Reward Shop for a certain period following the raffle. 
h) The conversion of a raffle Reward into a cash amount and the payment of such cash amount to the winner or any similar transactions are not possible.
i) Etihad Airways will store the winning prize free of charge for 15 days after notifying the winner. If the Reward is not claimed at the expiration of this grace period, a storage charge may be applied.
j) In case the winner does not, for any reason whatsoever, accept or claim a raffle Reward, or should it be determined that the winner was not eligible to participate in or was expelled from the raffle for any reason, such winner shall forfeit all Etihad Guest Miles redeemed for such Reward item and the Reward shall be awarded to the substitute winners, in the sequence of their draw. If necessary, a new winner shall be drawn from the existing raffle ticket pool.  
k) Etihad Airways reserves the right to cancel any raffle, for any reason, before or after all or some of the raffle tickets have been sold. In these circumstances Etihad Airways will return the ticket purchase cost to all participants in the cancelled raffle without obligation to pay any interest whatsoever.
l) By purchasing a raffle ticket in the Reward Shop, you confirm that you are not breaching any laws in your country of residence regarding the legality of entering the raffle. In case you participate in the raffle although applicable jurisdiction prohibits raffles and/of raffle participation, Etihad Airways reserves the right not to ship the raffle reward and still deduct the relevant miles from your account. Etihad Airways and its shop operator will not be held responsible if you enter into any raffle unlawfully. If in any doubt you should check with the relevant authorities in your country.

10.8. Auctions
10.8.1. Eligibility:  To be eligible to participate in an auction, you must meet the eligibility requirements described in Section 2 of these Terms and Conditions. You must have a minimum of 1 mile on your Etihad Guest account.

10.8.2. Specific Bidding Rules
a) In order to participate in an auction, you must be a registered member of the Etihad Guest program and you must have a minimum of 1 Etihad Guest mile on your account at the time of placing a bid. 
b) For each specific auction Reward you wish to bid for, you must place the required minimum bid in Etihad Guest Miles. In case your bid exceeds the number of Etihad Guest miles available on your account at the time of placing the bid and provided you have the winning bid, at the time of auction closure, the bid amount will have to be settled in accordance with Section 10.8.2.i. 
c) For auctions where you can place Maximum Bid, system will place bidding iteration on your behalf till your Maximum Bid is reached.  If you have placed a Maximum Bid (higher than the required Minimum Bid), the system will automatically increase the bid on your behalf, using only as much of your Maximum Bid as is required to keep you in the winning lot. The Maximum Bid is the highest price in miles you are willing to pay for the item.
d) Multiple quantities of the same Reward items may be listed as a multi-item auction. In a multi-item auction bidders must specify both the quantity of items they want to bid for and the bid price per item.
e) In case during your bid placement process some other member places a bid before you, then system will prompt you when you submit your bid and in that case you will have to modify your bid amount based on the modified minimum bid.
f) System will allow you to place a bid only if no bidding iteration is in progress else you will see a message informing you the same.
g) System will not allow you to place another bid if you have already placed a bid for the same quantity and it has not reached it’s maximum bid.
h) Bidding period, minimum miles requirement, bid increments depending on Reward value, and all other applicable terms will be established by Etihad Airways for each bidding Reward item published on the Reward Shop.
i) A bid is considered "completed" once you see the respective confirmation page. In case the registration for a specific bid is interrupted and the respective confirmation page is not displayed, you must resubmit your bid after checking ‘My Auctions’ page under ‘My Rewards'.
j) Once a bid is completed, you cannot retract or withdraw the bid nor can the bid be decreased. However, your bid can be increased by you at any time during the ongoing bidding process by placing a higher bid.
k) In case a bid is registered after the bidding period has elapsed, such bid is not eligible.
l) Should your bid be determined the winning bid, this will constitute a legally binding contract and you will receive an email notification with a link to the 'My Auctions' section of the Etihad Guest Reward Shop. There, you will have to settle the winning bid amount as stated in the Auction Details either in miles, cash or any combination thereof, depending on the number of miles available in your account. Should you not wish to settle your winning bid within 14 days, you shall forfeit all Etihad Guest Miles on your account and Etihad Airways may cancel your membership in accordance with Section 2.4.2. of these Terms and Conditions.
m) The auction reward will only be awarded and delivered to you after the bid amount has been paid and settled in accordance with Section 10.8.2.i.
n) The winner explicitly agrees that its name and place of residence (country and state) as well as the number of Etihad Guest Miles invested in the respective auction can be displayed in the Reward Shop for a certain period following the auction.
o) Should it be determined that the winner was not eligible to participate or was expelled from participating in the auction for any reason, the next highest bidder will be deemed to be the winner.
p) By participating in an auction via the Reward Shop, you confirm that you are not breaching any laws in your country of residence regarding the legality of participating in such auction. Etihad Airways and the shop operator will not be held responsible if you enter into an auction unlawfully. If in any doubt you should check with the relevant authorities in your country.

10.9. Personal Information
10.9.1. The data collected through this Site is governed by Etihad Airways Privacy Policy which shall be deemed to be incorporated into these terms and conditions.  In order for Etihad Airways to process any Reward purchase transactions or other Reward redemptions via the Reward Shop, you will have to transmit certain personal information, including your name, home and email address, phone number and, if paid in cash, credit card information. You must agree that by providing such information you consent to Etihad Airways sharing certain of that information with third party providers solely as necessary to process and complete the required transaction. Etihad Airways will maintain the confidentiality of all your communications that contain personal information and are transmitted directly to Etihad Airways. Etihad Airways shall not be liable for any wrong personal information received or obtained from you.
10.9.2. By accessing and/or using the Reward Shop, you authorize Etihad Airways to treat any person using your information (even if such person is using such information without your authorization, due to theft, mistake or otherwise), and any resulting transactions, obligations or liabilities shall be attributed to you.
10.9.3. You further acknowledge and agree that by providing Etihad Guest with any personal or proprietary information, directly or indirectly through the Reward Shop or the Etihad Guest programme, you consent to the transmission of such personal or proprietary information over international borders as necessary for processing the relevant transactions in accordance with Etihad Guest standard business practices.

10.10. No Warranties 
10.10.1. All Rewards and other content on the Site or displayed in the Reward Shop or obtained from websites linked to the Site or the Reward Shop (“Linked Site”) are provided to you on an “as is” basis without warranty of any kind either express or implied including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose, title, non-infringement, security or accuracy. 
10.10.2. Etihad Airways does not warrant or represent that the content on the Site or any Linked Site is complete or up-to-date. Etihad Airways is under no obligation to update any content on the Site or any Linked Sites. Etihad Airways may change the content on or make improvement or changes of the Site at any time without notice.

10.11. Limitation of Liability
10.11.1. The information, products, and descriptions of Rewards and other services published on the Site or a Linked Site may include inaccuracies or typographical errors, and Etihad Airways and its shop operator specifically disclaim any liability for such inaccuracies and errors. Other than as required under applicable laws, under no circumstance will Etihad Airways or its shop operator be liable for any loss or damage caused by your reliance on information obtained through the Reward Shop or any Linked Site or your reliance on any Reward obtained from the Reward Shop or the use of any Linked Site.
10.11.2. You agree that Etihad Airways, its affiliates, its shop operator and any of their respective officers, directors, employers, or agents will not be liable, whether in contract, tort, strict liability or otherwise, for any indirect, punitive, special, consequential, incidental or indirect damages (including without limitation lost profits, cost of procuring substitute service or lost opportunity) arising out of or in connection with the use of the Site or a Linked Site, or with the delay or inability to use the Site or a linked Site, even if Etihad Airways is made aware of the possibility of such damages. This limitation on liability includes, but is not limited to, the transmission of any virus which may infect your equipment, failure of mechanical or electronic equipment or communication lines, telephone or other interconnect problems, unauthorized access, theft, operator errors, strike or other labour problems or any force majeure. Etihad Airways cannot and do not guarantee continuous, uninterrupted or secure access to the Site or the Linked Sites.  
10.11.3. You expressly acknowledge and agree that merchants are independent contractors and not employees or agents of Etihad Airways or the shop operator. Neither Etihad Airways nor its shop operator is liable for the acts, errors, omissions, representations, warranties or negligence of merchants. Etihad airways and its shop operator shall not be responsible for or liable to you in connection with any restrictions, qualifications, or other terms and conditions imposed by the Merchant on any reward items. As far as permissible by applicable law, Etihad Airways and its shop operator hereby disclaim any product or other liability, whether based on contract, tort, strict liability or otherwise, including without limitation liability for any direct, punitive, special, consequential, incidental or indirect damages, in connection with the rewards provided by any Merchant through the Reward shop, including without limitation liability for any act, error, omission, injury, loss, accident, delay or irregularity which may be incurred through the fault, negligent or otherwise, of such merchant and you hereby expressly exonerates Etihad Airways from any liability with respect to the same. 
10.11.4. Etihad Airways reserves the right to seek all remedies available at law and in equity for any misuse of the Site or the Reward Shop and/or violations of these rules, including the right to block access from a particular Internet address to the Site and to exclude you from accessing the Reward Shop. You consent to receive communication from Etihad Airways electronically and agree that such electronic communication satisfies any legal requirements that such communications be in writing.

10.12. Copy Rights/Trade Marks
10.12.1. The trademarks, logos and service marks (collectively referred to as "Marks") displayed on the Site are the property of Etihad Airways, the shop operator or of the Merchant as the case may be. You are prohibited from using any Marks for any purpose including, but not limited to, the use as metatags on other pages or sites on the World Wide Web without the written permission of Etihad Airways, or such other party which may own the Marks. All information and content including any software programs available on or through the Site (collectively referred to as "Content") is protected by copyright. You are prohibited from modifying, copying, distributing, transmitting, displaying, publishing, selling, licensing, creating derivative works or using any Content available on or through the Site for commercial or public purposes. You take note that one or more patents apply to the features and services accessible via the Site and the Reward Shop, including without limitation: Loylogic’s U.S. utility patent application Nr. 11/117,225.

10.13. Access to Password Protected/Secure Areas
10.13.1. Access to and use of password protected and/or secure areas of the Site and the Reward Shop is restricted to authorized persons only. Unauthorized individuals attempting to access these areas of the Site or the Reward Shop may be subject to prosecution. You are responsible for maintaining the confidentiality of your personal information, including your account and password, and for restricting access to your computer to prevent unauthorized access to the Site and the Reward Shop. You agree to accept responsibility for all redemption and other activities that occur under your account or password. You should take all necessary steps to ensure that the password is kept confidential and secure and should inform Etihad Airways immediately if you have any reason to believe that your password has become known to anyone else, or if the password is being, or is likely to be, used in an unauthorized manner.
10.13.2. Etihad Airways will NEVER contact you though phone call or email asking for your Etihad Guest account personal information such as passwords/PINs/userid, etc.  It is your responsibility to report any suspected privacy violation or other related security issues. Etihad Airways is ensuring that your information is protected.

10.14. Exchange Rates
10.14.1. All exchanges rates displayed on the Site in connection with any Reward transactions are under license from XE.com.

11.1.1. Etihad Airways reserves the right to audit any and all Etihad Guest Accounts in the programme at any time and without notice to the member to ensure compliance with the programme rules and applicable conditions of carriage and/or tariffs.
11.1.2. In the event that an audit reveals discrepancies or violations, the processing of Rewards or statement of account may be delayed until the discrepancies are resolved to the satisfaction of Etihad Airways.

12.1.1. Etihad Airways may change the Etihad Guest rules in whole or in part, at any time without notice. However we will make all reasonable efforts to give you prior notice of the changes.
12.1.2. Etihad Airways has the right to terminate the Etihad Guest programme at any time. We will make all reasonable efforts to give you prior notice of the termination of the Etihad Guest programme.
12.1.3. Etihad Airways reserves the right to interpret and apply the policies and procedures communicated in these Terms and Conditions. All decisions by Etihad Airways shall be final and conclusive in each case. These Terms and Conditions supersede all previously published Terms and Conditions.
12.1.4. Etihad Airways in its sole judgment reserves the right to disqualify a member from further participation in the Etihad Guest programme, cancel all accumulated Etihad Guest Miles and seek compensation for Rewards used if Etihad Airways deems the member has engaged in wilful misconduct or has breached any of the Terms and Conditions governing the programme including but not limited to: failure to follow Etihad Guest policies and procedures, the sale or barter of Rewards or tickets, any misrepresentation of facts relating to the earning or redemption of Rewards or any other improper conduct as determined by Etihad Airways including but not limited to  infraction of the tariffs of Etihad Airways or any Etihad Guest Partner airline participant in the programme, any untoward behaviour with reference to any Etihad Airways employee or refusal to honour Etihad Airways employees' instructions.

13.1.1. These Terms and Conditions and the relationship between Etihad Airways and each member are governed by UAE law as applied in the Emirate of Abu Dhabi. In joining the programme, you are agreeing to submit to the exclusive jurisdiction of the UAE. 
13.1.2. If in any jurisdiction, the programme, the issue of miles or the redemption of any reward is unlawful, then to the extent that the laws of that jurisdiction are applicable, the issue or redemption of miles or rewards and any related documents are void.

a) In the above Terms & Conditions, unless the context otherwise requires,

b) "Etihad Airways" means the national airline of the United Arab Emirates established by Emiri Decree in the Emirate of Abu Dhabi and having its principal place of business at New Airport Road, P.O.Box 35566, Abu Dhabi, U.A.E.

c) “Etihad Guest” means the programme developed and offered by Etihad Airways to reward its members who frequently travel on Etihad Airways or with airlines that are Etihad Guest Partners and to reward members using qualifying services/products of non-airline Etihad Guest Partners.

d) “Etihad Guest Programme Year”, “Programme Year” means the validity period of the Tier Level status of those members of the Etihad Guest programme belonging to upper Tier Levels of the programme (Etihad Silver Guests, Etihad Gold Guests and Etihad Guest Gold Elite Guests).   This is defined as the period between 1st April and 31st March of the following year.

e) “Etihad Guest Qualification Year”, “Qualification Year” means the period during which a member’s tier miles accumulation is assessed for re-qualification for Tier Level status, and is defined as 1st January until 31st December of any given year.

f) "Etihad Guest Partners" means an airline or a non-airline entity participating in the Etihad Guest programme whose qualifying services/products would earn Etihad Guest Miles, when purchased, as specified in the most recent Etihad Guest communications issued.

g) "Reward" means the benefit a member acquires through the Etihad Guest programme by redeeming Etihad Guest Miles in accordance and as specified in the most recent Etihad Guest communications issued.

h) "Etihad Guest Miles" means all miles earned by travel on qualifying Etihad Airways flights, qualifying flights of Etihad Guest Partners and by purchasing their products and services in accordance with and as specified in the most recent Etihad Guest communication issued.

i) "Etihad Guest Bonus Miles", “Bonus Miles” means the miles credited to the Etihad Guest Account in recognition of Guest Tier and, where applicable, due to special temporary promotional activities conducted by Etihad Airways or a Etihad Guest Partner. These entitlements will be as described in the most recent Etihad Guest communication issued.

j) “Etihad Guest Tier Miles”, “Tier Miles” means Etihad Guest Miles accrued by the member that count towards the member’s progression from one Tier Level to another (higher) Tier Level. The Etihad Guest Miles accumulated during the Qualification Year by means of travel on Etihad Airways services and qualifying Etihad Guest Partner airlines, and those additional miles granted due to class of service are considered as Tier Miles and are taken into account when granting a particular Tier. 

k) “Etihad Guest Tier Segments”, “Tier Segments” means the number of segments accrued by the member that count towards the member’s progression from one Tier Level to another (higher) Tier Level. The number of segments accumulated during the Qualification Year by means of travel on Etihad Airways services and qualifying Etihad Guest Partner airlines are considered as Tier Segments and are taken into account when granting a particular Tier. 

l) "Etihad Guest Services Centre" means any service unit identified in the Etihad Guest communications as fully authorized and equipped to provide the requisite range of services offered under the Etihad Guest programme.
m) “Family Membership” means a group membership set up as described in section 3 of these Terms and Conditions having one member nominated as the Family Head.

n) “Family Guest” means any member belonging to a Family Membership, excluding the Family Head.

o) “Family Head” means the member whose account is nominated to be credited with the Etihad Guest Miles of the associated Family Guests and with power and authority to transact on their behalf.

p) “Etihad Guest Tier Level”, “Tier Level” means the status level of an Etihad Guest member, derived from the accumulation of Tier Miles. These tiers may be Etihad Guest Silver , Etihad Guest Gold or Etihad Guest Gold Elite.

q) “Merchant” shall mean any third party supplier.

r) “Reward Shop” means an online platform through which Etihad Airways makes available certain Rewards which Etihad Guest Members may redeem against Etihad Guest Miles in accordance with the following four redemption types: Buying, Donating, Raffle and Bidding as per Etihad Guest Reward Shop rules.

s) ”Slider Tool” means the device that allows Etihad Guest members to view the relative quantity of Etihad Guest Miles and cash that they need for a given reward. 

t) “Guest Seat” means the normal fixed mileage value that an Etihad Guest member can redeem their Etihad Guest Miles for.

u) “Open Seat” means the anytime availability seats available that an Etihad Guest member can redeem their Miles for. The miles required for these seats are a reflection of the commercial fare for that ticket. 

v) “Miles+Cash” means the ability for Etihad Guest members to redeem their Etihad Guest Miles with a combination of cash and miles.

w) “Flight Reward” means the ability for an Etihad Guest member to redeem their Etihad Guest Miles for a flight.

x) “Booking Classes” means the fare level designated for a passenger as displayed on their ticket.

y) “Upgrade Rewards” means the ability for an Etihad Guest member to redeem their Etihad Guest Miles for travel in a higher Guest Zone such as Pearl Zone or Diamond Zone.

z) “Partner Flight Rewards” means the option that an Etihad Guest member has to redeem their Etihad Guest Miles for a flight on any partner airline of Etihad Airways.