Program Membership and Rules
MILEONAIR Loyalty Program Membership and Rules
(last edited _12/28/2020) (hereinafter referred to as Program Rules).
|Organizer||MILEONAIR LLC (ООО)
Registry Number (OGRN) 1207700016930
Legal and de facto address: 6/5, Barclaya Street, floor/office 5/504/3, Moscow, 121087
|MILEONAIR Loyalty Program (hereinafter also referred to as Program)||International loyalty program implemented by the Organizer for MILEONAIR Mobile App users. The Program is aimed at encouraging Program Participants to use products and services of the Organizer (if applicable) under the Program and at increasing the volume of transactions made by the Program Participants when purchasing the Program Partners' Products.
Program Membership Guide:
- Program Participants may accumulate (accrue) Miles when purchasing Partners’ Products;
- Program Participants may redeem (use) Miles to purchase Partners’ Products;
- Program Participants may purchase the Organizer’s products and services (if applicable) under additional Loyalty Programs.
|Additional Loyalty Programs||Additional loyalty programs, which are an integral part of the Program, are presented as Annexes to the Program Rules.|
|Personal Data Processing Policy||Document that decribes Program Participants’ personal data processing policy by the Organizer, an integral part of the MILEONAIR Program.|
|MILEONAIR Program Website||Website that contains the text of Program Rules (that is the most up-to-date and valid version of Program Rules), the up-to-date list of the Program Partners, the rules of the Program Partners' Marketing Campaigns and other information about the Program.|
|MILEONAIR Mobile App (hereinafter also referred to as Mobile App)||Software for mobile devices for which the Organizer is the right holder. The software provides access to MILEONAIR system for Program Participants, including registration, identification and authentication of Program Participants. It is used as a tool to accrue and redeem Miles as Program Participants present their MILEONAIR Program Participant Identification in order to purchase the Company's Products and to participate in Marketing Campaigns. Internet access is required for participation. Prohibited for children.|
|Marketing Campaign||A set of joint advertising, marketing and promotional campaigns carried out by the Organizer and the Program Partners during the term of the Program Partner’s Agreement that is aimed at building the loyalty of Program Participants to the Program Partners and the Program in general, and at attracting as many Program Participants as possible so they could order and/or purchase Program Partners' Products through the Approved Sales Channels of the Program Partners. At the same time, the procedure for accrual and redemption of Miles may differ from the one specified in the Program Rules, of which the Program Participant will be informed additionally on the Program Website www.mileonair.com or in the MILEONAIR Mobile App.|
|Program Partner (hereinafter also referred to as Partner)||A legal entity/individual entrepreneur that participates in the Program, operates in the airport area and in other travel business facilities with which the Organizer has signed agreements under the Program and that support the special software that allows participation in the Program. The up-to-date list of Program Partners can be found in the Mobile App and on the Program Website.|
|Partner Product||Goods (except for cash, securities, payment documents (checks, traveler's checks, etc.), prohibited goods), works and services sold by the Program Partner upon presentation of the MILEONAIR Program Participant Identifiсation by Program Participants.|
|Program Participant (hereinafter also referred to as Participant)||An individual who has expressed his/her intention to participate in the Program in accordance with the Program Rules published on the Program Website www.mileonair.com and in the Mobile App, and whose participation has been confirmed by the Organizer in accordance with the Program Rules.|
|MILEONAIR Program Participant Identifiсation||A unique number that allows to uniquely identify (by QR code) the MILEONAIR Program Participants both collectively and individually.|
|Account||An identification record created for the Program Participant when registering in the Mobile App that is linked to the mobile phone number confirmed by the Program Participant via SMS.|
|Privilege||A form of rewarding Program Participants in accordance with the Program Rules and/or Marketing Campaign Rules for valid transactions made using the MILEONAIR Program Participant Identification including: - granting a discount; - other rewards, of which the Program Participant will be additionally notified by the Organizer.|
|Program Participant’s Mileage Account||The account opened by the Organizer in the information system in the name of the Program Participant in accordance with the Program Rules. The account is in Miles, which can be credited to the Program Participant's Mileage Account, redeemed from the Program Participant's Mileage Account when paying for Partners' Products via the Mobile App, and canceled by the Organizer, and with which other operations are performed in other cases provided for in the Program Rules. Miles can also be accrued and written off as part of Marketing Campaigns conducted by the Organizer and Program Partners or their authorized representatives. The Program Participant's Mileage Account is maintained by the Organizer through the information system in relation to the corresponding Program Participant. The Program Participant’s Mileage Account contains information about the balance of Miles accrued, redeemed, canceled, and reinstated. The Program Participant's Mileage Account is not and may not be any type of bank, savings or other financial account.|
|Miles||Units credited by the Organizer to the Program Participant's Mileage Account or debited by the Organizer from the Program Participant's Mileage Account in accordance with the Contracts with Program Partners, annexes and additional agreements thereto, and the Program Rules. The specified units shall be used for accounting purposes only. Miles are not means of payment, currency, type of currency or security, (electronic) money, cannot be transferred to third parties, or be inherited.|
|Valid Transaction||- any transaction made by a Program Participant using cash or any bank card of any bank to pay for Program Partner's Products, which is not considered an Invalid Transaction;|
|Invalid Transaction||- any transaction made by a Program Participant using any bank card and recognized as invalid by the respective bank and/or payment system and/or acquiring bank (credit organization engaged in acquiring);
- any transaction made by a Program Participant using cash and recognized as invalid by the Program Partner.
Invalid transactions may include, but are not limited to:
- debit transactions made with any bank cards reported as counterfeit, lost or stolen;
- debit transactions, information about which was not transferred to the acquiring bank due to technical problems and failures during their execution.
|Abuse of the Program and/or Marketing Campaign Rules||Unfair acts by a Program Participant that go against (do not comply with) the Program and/or Marketing Campaign Rules and result in the acquisition of any of the Privileges granted to the Program Participant as part of the Program and/or Marketing Campaigns, including the accrual of maximum Miles in the Program Participant's Mileage Account without any actual purchase of Program Partners' Products for the Participant's personal consumption; and/or related to provision of false information by the Program Participant when participating in the Program and/or Marketing Campaigns.|
|Approved Sales Channels||Any subdivision and/or point of sale of Program Partners that sells Program Partners' Products at airports and other travel business facilities.|
|Mile Accrual||A procedure that results in an increase in the number of Miles in the Program Participant's Mileage Account on the grounds stipulated in the Program Rules and/or the Marketing Campaign Rules.|
|Mile Redemption||A procedure that results in a reduction in the number of Miles in the Program Participant's Mileage Account on the grounds stipulated in the Program Rules and/or the Marketing Campaign Rules.|
|Cancellation of Miles||The procedure of liquidation of the Miles previously credited to the Program Participant's Mileage Account without granting the corresponding Privilege to the Program Participants, or the procedure of redemption of Miles within the framework of Marketing Campaigns under the condition of cancellation of Miles for participation in the Marketing Campaigns.|
|Mile Reinstatement||A procedure related to the reinstatement of the Miles written off or canceled by the Organizer in the order specified in the Program.|
|Account Blocking||A procedure that results in the restriction on the use of the Account, including the restriction on Miles debiting and/or crediting from/to the Program Participant's Mileage Account(s) and, accordingly, the Participant is not able to use the Privileges.|
2. General Provisions:
2.1. The MILEONAIR Loyalty Program Membership and Rules (hereinafter referred to as the Program Rules) determine the conditions and procedure for Participants' participation in the MILEONAIR Loyalty Program (hereinafter referred to as the Program) in the Russian Federation.
2.2. Program Rules determine the order of accrual, redemption, cancellation, reinstatement of Miles and other issues.
2.3. Participants join the Program via the MILEONAIR Mobile App (hereinafter referred to as the Mobile App) by completing the registration procedure described in the relevant section of the Program Rules.
2.4. By joining the Program and using the Mobile App, the Program Participant confirms that he/she is acquainted with the Program Rules and the Personal Data Processing Policy (hereinafter referred to as the Personal Data Policy) and unconditionally agrees with them and undertakes to strictly comply with the Program Rules and the Personal Data Policy.
2.5. By agreeing to the Program Rules, the Marketing Campaign Rules, by participating in the Program and Marketing Campaigns based on the Program and by updating information about themselves, the Participant gives consent to processing of Personal Data of the relevant Program Participant:
2.5.1. date of birth of the Participant;
2.5.2. e-mail and mobile phone number of the Program Participant, which the Participant provides at their own initiative in the registration form when joining the Program or when updating the information in accordance with the rules set forth in the Program Rules and the Personal Data Policy;
2.5.3. information on transactions made under the Program using any bank cards for the Participant's accounts opened in any bank.
2.6. Program Participants have an opportunity to receive Privileges that may be used in accordance with the Program and/or Marketing Campaign Rules.
2.7. Program Participants are entitled to receive information about the Program in the following ways:
- via the Mobile App (information messages, push notifications, etc.);
- through the Approved Sales Channels of the Program Partners' Products (via marketing and promotional materials);
- on the Program’s Website;
- on the Program Partners’ websites.
2.8. The list of Program Partners and information about Marketing Campaigns is posted as follows:
- via the Mobile App;
- through the Approved Sales Channels of the Program Partners' Products (via marketing and promotional materials);
- on the Program’s Website;
- on the Program Partners’ websites.
2.9. The Participant who has joined the Program undertakes to independently monitor the changes and amendments in the Program Rules and the Marketing Campaign Rules. If the Participant takes any actions in order to receive Privileges under the Program Rules and/or Marketing Campaigns under the Program, such actions shall confirm the Participant's consent to such rules;
2.10. Neither the Organizer, nor the Program Partner shall be liable for any losses of the Program Participant due to the Participant's lack of knowledge about the latest version of the Program Rules, Rules of Marketing Campaigns under the Program, limitations on use of Privileges in case the Organizer meets their obligations to disclose and distribute information.
2.11. The Organizer is entitled to unilaterally suspend or terminate the Program at any time at their sole discretion. The information on suspension or termination of the Program (informing procedure) shall be communicated to the Program Participants at least thirty (30) calendar days prior to the anticipated date of suspension or termination of the Program by any of the following means:
- by posting relevant information on the Program’s Website;
- by posting relevant information in the Mobile App;
- by posting relevant information on the Program Partners’ website;
- by posting relevant information through the Approved Sales Channels of the Program Partners’ Products.
2.12. During the period for which the Program is suspended, as well as from the date of termination of the Program, the Organizer stops providing Privileges, as well as suspends/terminates other procedures stipulated by the Program Rules.
2.13. In case the Organizer suspends the Program owing to other circumstances beyond their control, the Program Participants are notified of such suspension within a reasonable period of time. In this case, compliance with the term stupulated in paragraph 2.11 of the Program Rules is not required.
3. MILEONAIR Loyalty Program Membership (Registration) Conditions
3.1. The Program is open to legally capable persons over the age of eighteen.
3.2. Any person wishing to participate in the Program must:
3.2.1. have a mobile device running IOS or Android operation system;
3.2.2. install the Mobile App on their mobile device using the App Store or Play Store;
3.2.3. register in the Mobile App with mandatory confirmation (verification) of the mobile phone number that will serve as idenfication in the Program, as well as fill out the registration form. At the same time, each Account shall be assigned directly to the person identified by the mobile phone number indicated by the Program Participant when registering in the Mobile App. One Account shall be linked to one mobile phone number.
3.3. By joining (registering in) the Program, the Participant agrees to receive notifications and promotions from the Organizer via e-mail, SMS and Push notifications (hereinafter referred to as Notifications) in order to keep them informed about the Program, Marketing Campaigns, including, but not limited to, the Conditions of Privileges, special offers of the Organizer and/or Program Partners.
3.4. Program Participants may opt out of Notifications by following the corresponding steps in the Mobile App in the Notifications settings.
4. Conditions for Terminating Participation in the MILEONAIR Loyalty Program
4.1. The Organizer has the right to terminate participation in the Program of any Program Participant without notice for any reason, including, but not limited to, if the Program Participant:
4.1.1. does not comply with the Program Rules;
4.1.2. abuses any Privileges under the Program and/or Marketing Campaigns;
4.1.3. provides misleading information or has provided false information to the Organizer.
4.2. Program Participants may terminate their participation in the Program at any time at their own initiative by sending the Organizer a written notice of termination of participation via the feedback form in the Mobile App. In this case the account will be blocked.
4.3. As soon as the Program Participant sends a notice of termination of participation in the Program, the Participant ceases to participate in the Program and all Marketing Campaigns under the Program, and is no longer entitled to any Privileges under the Program and/or the Marketing Campaigns under the Program from the date of submitting such a notice, including the loss of eligibility for Privileges. In such a case, all accrued Miles are canceled and the Program Participant's Mileage Account is closed.
5. List of Privileges and Procedure for Using Privileges:
5.1. Each Program Participant may receive the following Privileges:
5.1.1. Mile Accrual;
5.1.2. Mile Redemption.
5.1.3. The conditions and procedure for granting Privileges are described in the relevant section of the Program Rules.
5.2 Mile Accrual Rules:
5.2.1. In order to accrue Miles, Program Participants must:
- inform the Partner about installing the Mobile App;
- show the MILEONAIR Program Participant Identification;
- pay for Program Partners' Products by cashless payment (i.e. with any bank card) or in cash.
5.2.2. After the Participant takes actions in accordance with paragraph 5.2.1. of the Program, Miles are credited in the amount stipulated in the Basic Mileage Accrual Rule and/or in accordance with other rules for accrual of Miles established by the Program Rules.
Basic Rule of Mileage Accrual states that 10% of the cost of purchased Program Partners' Products (in the form of Miles) are credited to the Program Participant’s Mileage Account.
5.2.3. Accrued Miles are rounded down to whole units.
5.2.4. Percentage of Miles credited to the account can be changed by the Organizer:
- upon agreement with the Program Partner, of which the Program Participant is notified additionally;
- when conducting Marketing Campaigns.
5.2.5. Miles are credited only for that part of the cost of Program Partner's Products, which is paid by the Program Participant in cash or cashless form.
5.2.6. Miles are credited and redeemed for Program Partner's Products after other discounts or special offers that can be simultaneously provided by the Program Partner to Program Participants under any incentive or discount scheme not related to the Program. Exceptions may include Marketing Campaigns and special offers where the terms of such campaigns or special offers provide for such exceptions.
5.2.7. Miles are credited to the Participant's Mileage Account in real time from the moment the Participant pays the bill at one of the Program Partners.
5.2.8. Miles and rights granted to a Participant in the Program may not be sold, transferred, assigned to another person, or used otherwise than in accordance with the Program and/or Marketing Campaigns.
5.2.9. In case Miles were credited by mistake or Miles were credited based on a payment that was then cancelled (not completed), the Organizer has the right to cancel such Miles.
5.3 Mile Redemption Rules:
5.3.1. Program Participants who have Miles in their Program Participant Mileage Accounts are entitled to receive a Privilege in the form of a discount from a Program Partner and/or other incentive in accordance with the Program and/or Marketing Campaign Rules.
5.3.2. Receipt of the Privilege with simultaneous debiting of Miles from the Participant's Mileage Account is available after the Participant has registered in the Mobile App and reached the minimum number of Miles required for redemption (40 Miles).
5.3.3. In order to redeem Miles, Program Participants must:
- inform the Program Partner about their intention to redeem Miles right before making a payment for the Program Partners' Products;
- show the MILEONAIR Program Participant Identification in the Mobile App. The Program Participant presents the MILEONAIR Program Participant Identification in the Mobile App and thus gives his/her consent for redemption of the Miles (or part thereof) available in the Program Participant’s Mileage Account at the moment of payment for the Program Partner's Products, while taking into account limits on Mile redemption set by the Program Partner.
5.3.4. The Program Participant may use the available Miles in the Program Participant's Mileage Account within 12 (twelve) months after they have been credited to the Program Participant's Mileage Account. Miles accrued as part of a Marketing Campaign may have a different validity period. If the validity period of the Miles accrued as part of a Marketing Campaign is less than 12 (twelve) months, they will be redeemed on a priority basis.
5.3.5. Mile Redemption is performed at the rate of 1 Mile = 1 Ruble of the cost of the Program Partner's Product, if the Program Participant uses the Mile Redemption Privilege.
5.3.6. Minimum amount to be paid at Mile Redemption = 1 Ruble.
5.4. Limits on the Use of Privileges:
5.4.1. Program Partners have the right to impose limits on the use of Privileges when selling Program Partners' Products. The terms for using Privileges provided by the Program Partners shall be available to Program Participants through the Approved Sales Channels of the Program Partner.
5.5 Cancellation of Miles
5.5.1. The Organizer has the right to cancel the Miles in the following order:
- Miles credited to the Program Participant's Mileage Account must be used by the Program Participant within 12 (twelve) months from the date of Mile Accrual;
- in case the Miles have not been used by the Program Participant for 12 (twelve) months or more from the date of their accrual, the Organizer cancels the Miles;
- Cancellation of Miles under this paragraph of the Program Rules is conducted on a monthly basis after the expiration of the month in which the Mile Redemption period has expired;
- in case of exclusion of the Participant from the Program by the Organizer;
- in case of voluntary termination of participation in the Program by the Participant;
- in case of return of Program Partner's Products for which Miles were credited to the Program Participant’s Mileage Account, the amount of Miles credited for the returned Program Partner's Product shall be canceled;
- in case of liquidation or bankruptcy of the Program Partner who is indebted to the Organizer, the Miles are canceled in the equivalent of the number of Miles accrued in the Marketing Campaign initiated by the Program Partner;
- in case the Program Partner is unable to fulfill the obligations it has undertaken, including those that are part of the Marketing Campaign initiated by the Program Partner;
- in other cases when the Program Partner who initiated the Mile Accrual, including such accruals under Marketing Campaigns, is unable to bear the associated expenses;
- in case the Miles were accrued by mistake, including as a result of a technical glitch and/or software malfunction;
- in case Mile Accrual or receipt of Miles by the Program Participant was the result of abuse of the Program and/or Marketing Campaign Rules, or any Privileges;
- in case of dishonest actions by the Program Participants.
5.6 Mile Reinstatement and Mile Redemption when exchanging and returning Program Partner’s Products purchased using MILEONAIR Loyalty Program Participant Identification
5.6.1. Exchange and return of Program Partner's Products purchased using MILEONAIR Program Participant Identification is made in accordance with the general procedure under Russian Federation Law No. 2300-1 On Protection of Consumer Rights dated February 7, 1992, and the Russian Federation’s applicable laws.
5.6.2. When returning/exchanging a Program Partner's Product for which Miles have been credited or debited, the MILEONAIR Program Participant Identification must be presented.
5.6.3. When a Program Partner's Product is returned, only that part of the cost of the Program Partner's Product that was paid in cash, is refunded to the Program Participant. In case of Miles used when purchasing this Partner's Product, the Organizer will reinstate the Miles as active with the initial validity period, provided that the Participant submits to the Organizer:
- a document confirming the purchase of the Program Partner's Product using the Privilege;
- a document and/or other evidence confirming the return of the Program Partner's Product purchased using Miles;
- the Organizer receives information from the Program Partner about the return of the Program Partner's Product.
5.6.4. In case of returning a Program Partner's Product, for purchase of which Miles were accrued, the amount of Miles is deducted by the Organizer from the total balance of the Miles in the Program Participant’s Mileage Account. In case the number of Miles in the Program Participant's Mileage Account is 0, the Organizer has the right to independently debit the over-accrued Miles in accordance with this paragraph.
5.7 Mileage Balance
5.7.1. Program Participants are entitled to receive information about the balance of the Program Participant's Mileage Account via the Mobile App;
Claims of Program Participants
6.1. Claims of the Program Participants related to participation in the Program and/or Marketing Campaigns, Mile Accrual, Mile Redemption, and Cancellation of Miles are accepted by the Organizer in accordance with the procedure and terms set forth in the Program Rules:
|№||Type of Claim||Claim Filing Period||Claim Response Period|
|1||Issues related to participation in the Program||30 calendar days from the date of the transaction||30 calendar days from the receipt of the claim|
|2||Issues related to participation in the Marketing Campaign||During the period of the Marketing Campaign and within 14 calendar days of its termination||30 calendar days from the receipt of the claim|
|3||Issues related to Mile Accrual||30 calendar days from the date of Mile Accrual||30 calendar days from the receipt of the claim|
|4||Issues related to Mile Redemption||30 calendar days from the date of Mile Redemption||30 calendar days from the receipt of the claim|
|5||Issues related to Cancellation of Miles||30 calendar days from the date of Cancellation of Miles||30 calendar days from the receipt of the claim|
6.2. The Organizer's liability to Program Participants for violation of the Program and/or Marketing Campaign Rules is limited for any claim related to:
- Mile Accrual (the accrual of the proper amount of Miles to the Program Participant’s Mileage Account);
- Mile Redemption and Cancellation of Miles (the reistatement of the proper amount of Miles to the Program Participant's Mileage Account in case of wrongful Mile Redemption or Cancellation of Miles).
7. Other Provisions:
7.1. The Organizer at their discretion, without prior consent of the Program Participant, has the right to make any changes to the Program Rules. Information about such changes and the new version of the Program Rules are posted on the website mileonair.com and in the Mobile App.
7.2. The new version of the Program Rules shall take effect seven (7) calendar days after the changes/e-copy of the new version of the Program Rules is posted.
7.3. Program Participants undertake to independently monitor changes and amendments to the Program Rules.
7.4. If the Program Participant takes any steps to receive the Privilege after the new version of the Program Rules becomes effective, the Program Participant agrees to the new version of the Program Rules.
7.5. The Organizer reserves the right to change the amount of Miles that the Program Participants receive at their sole discretion, without prior notice to the Program Participants, and to change the validity period of the Miles the Program Participants receive under the Program Rules.
7.6. Notification of termination or suspension of the Program Rules shall be deemed to have been made on behalf of the Organizer if it is sent to the Program Participant's mobile phone number, posted on mileonair.com or in the Mobile App.
7.7. The Program Participant confirms that all data provided by the Participant while registering in the Mobile App may be used by the Organizer and their authorized agencies solely within the framework and for the purposes of the Program.