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Frequently asked questions
REGISTRATION
Is the free holiday really free?
Am I eligible to join Smiles Collect?
Does Smiles Collect protect my privacy?
How does Smiles Collect work?
How do I earn more Smiles in Smiles Collect?
Do the Smiles I earn in Smiles Collect expire?
MY ACCOUNT
When will Smiles I earn appear in my account?
How do smiles get credited to my account? Can Smiles
be debited?
Missing Smiles ?
I have other questions. How can I get an answer?
How do I unsubscribe?
Can I get a free holiday just by referring other
people to Smiles Collect?
AWARD REDEMPTION/TRAVEL
How many Smiles do I need for a free holiday
voucher?
How do I redeem Smiles for my free holiday voucher?
(And once I get it, can I change it?)
Can I give my free voucher to someone else?
What charges will I incur at the time I make my
Smiles Collect reservation?
Can I buy some of the Smiles I need for a free
holiday voucher?
Can I “deposit” Smiles Collect Smiles into my
airline frequent flyer account?
Is the free holiday really free?
If you are genuinely going to travel alone, and stick to the clearly laid-out
conditions of claiming your free holiday, then yes.
Am I eligible to join Smiles Collect?
You must be 16 years of age or older, a resident of the United Kingdom and have
a valid e-mail address and internet access to participate in the Smiles Collect
Rewards program.
Only individual accounts are allowed. One account may be used by each
registered Member, and Smiles in one account cannot be combined with those in
any other accounts to earn a Reward.
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Does Smiles Collect protect my privacy?
Yes, you can rely on us to protect your privacy. We will never share
information about you without your permission. For more information, see our
Privacy Policy. We do not endorse or use "spamming" e-mail tactics, and
Members who misuse the Member Referral e-mail forwarding options on our site to
send e-mails to people whom they don't know can suffer account cancellation
(see Section 19. "Fraud, Violation of Terms & Conditions").
Smiles Collect sends periodic promotional mail to its members to make them
aware of ways they can earn Smiles. As a member, you agree to receive such
messages. You can opt out at any time
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How does Smiles Collect work?
When you enrol in Smiles Collect you get more than half of the way to earning a
free holiday voucher before you spend a penny of your own money. You'll get:
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a 2,000 smiles enrolment bonus
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a 1,000 smiles bonus for completing your Profile
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up to 5,000 Smiles for referring your friends to the program
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a 1000 smiles bonus for downloading Surf-n-Smile
That's a total of 9,000 Smiles towards the 15,000 you'll need for a free
holiday.
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How do I earn more Smiles in Smiles Collect?
In addition to the 9,000 free Smiles you can earn as part of the registration
process, you’ll earn smiles awards whenever you:shop online with our partners, or register to their service where indicated. You can also use the click-n-smile section for up to 3000 smiles.
Do the Smiles I earn in Smiles Collect expire?
At midnight on December 31, three years after the year when you earn Smiles
Collect Smiles, the smiles earned that year expire unless you redeem them for a
travel award. For example, Smiles earned any time in the year 2004 expire on
31/12/2007 -- unless you redeem them for a free voucher before that date.
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When will Smiles I earn appear in my account?
Your Enrolment Bonus and Profile Smiles will be credited to your account
immediately. Referral Smiles will be credited to you when people you refer
register.
We deposit Shopping and Special Offer Smiles as soon as we receive a report
from a Smiles Collect merchant. Please allow 14 days for smiles to appear in
your account before you make an inquiry about it.
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How do Smiles get credited to my account? Can Smiles be debited?
Smiles Collect will post smiles credits to Member accounts when it receives
confirmation from a participating Merchant that the Member has: (a) made a
purchase of qualifying goods or services from that Merchant; (b) clicked
through to the Merchant's website when a "click and earn" offer is published;
or, (c) taken advantage of a Merchant offer posted on the Smiles Collect
website. In every case, Members must comply fully with the respective
Merchant's requirements for smiles eligibility. Such actions must be initiated
by the Member from the Smiles Collect website at www.SmilesCollect.co.uk for
smiles credits to be earned, except in the case of smiles credits earned from
direct award by a merchant on the merchant's website or in the merchant's place
of business.
Smiles Collect posts smiles credits to Member accounts only upon notice from
Merchants, and is not liable for Merchant failure to report such purchases.
Smiles earned by shopping are awarded on the basis of the cost of goods or
services purchased, exclusive of tax, shipping or any other special charges.
Smiles earned by clicking through to participating Merchant websites will be
credited only in accordance with the published requirements and restrictions.
Previously awarded Smiles credits are debited from your account when a merchant
reports cancelled orders, unfilled orders, returned merchandise, etc., or when
duplicate credits appear in member accounts.
Missing Smiles?
When you contact us, please be sure to use the same e-mail address you
registered with at Smiles Collect. That's the only way we can recognize your
account, so if you write to us from a different address (and don't tell us the
e-mail address associated with your account) we can't determine who you are or
research your question.
Please wait 10-14 business days for smiles to post to your account before
submitting a Missing Smiles Inquiry. When inquiring about missing Smiles, to
expedite our research and get your Smiles faster, include a dated, email order
confirmation you received from the merchant after your purchase. We suggest you
retain all order confirmations until smiles have been posted to your Smiles
Collect Rewards account.
If you're missing smiles you think you earned, click here.
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I have other questions. How can I get an answer?
We welcome your questions, comments, and suggestions. Please click
here to use our feedback form.
While we try to answer all inquiries within two to three days, some inquiries
take longer or require us to get additional information from you. We appreciate
your patience. Before submitting an inquiry, please read these suggestions
about getting the most expedient reply.
Read the FAQs and our Terms &
Conditions. When you contact us, please be sure to use the same e-mail
address you registered with at Smiles Collect. That's the only way we can
recognize your account, so if you write to us from a different address (and
don't tell us the e-mail address associated with your account) we can't
determine who you are or research your question.
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How do I unsubscribe?
The easiest way to unsubscribe is to click on the unsubscribe link in the next
mailing from freeholliday@Smilesollect.co.uk and follow the instructions
provided. We will process your deactivation request within 72 hours. If you
receive another email from us after submitting a deactivation request, please
delete it, because sending multiple deactivation requests delays the process.
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Can I get a free holiday voucher just by referring other people to
Smiles Collect, or just by clicking?
You'll get 5,000 Smiles if you refer 10 people who register with Smiles
Collect, using valid e-mail addresses (registrations with invalid addresses
don't earn Referral Bonuses for members, and no more than 1 other person in
your household can be referred). You'll earn 300 Smiles each for the first nine
people who register as a result of your referrals, and 2,300 Smiles for the
tenth person who registers. Any attempt to earn smiles by direct enrolment of
other people (as opposed to the people you refer joining the program
themselves) will result in account termination and loss of smiles in the
account.
Those 5,000 Referral Smiles are in addition to the 2,000 smiles enrolment bonus
and the 1,000 smiles Profile bonus -- a total of 8,000 Smiles. The rest of the
Smiles you need for a free voucher can be earned by shopping at Smiles Collect
merchants, by clicking through to select Smiles Collect merchant sites (you can
redeem up to 3,000 Smiles you earn by clicking when you redeem your smiles for
a free voucher) and by taking advantage of our merchants' Special Offers.
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How many Smiles do I need for a free holiday?
You need at least 90 %(13,500) of Smiles and then you are given the option to
purchase the remaining smiles for 2 1/2 pence each, if you don't want to wait
until you earn the rest.
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How do I redeem Smiles for my free holiday voucher? (And once I get it,
can I change it?)
Once you've earned the Smiles you need for a free voucher, just click on the
'Redeem' button and follow the simple instructions there. No less than 90
percent of the Smiles in your account at the time you claim a Reward must be at
least 30 days old before a Reward can be issued. In other words, 13,500
Smiles must be at least 30 days old before you can redeem them for a reward
(unless you choose to purchase up to 2500 Smiles - see "Can I buy some of the
Smiles I need for a free voucher?" below).
Once your Reward voucher has been issued, any changes you might want to make to
your schedule, etc. are subject to whatever additional charges might be imposed
by the voucher operator.
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Can I give my free voucher to someone else? Can I get a refund on it?
Yes and no.
Free holiday vouchers can be issued in the name of anyone you specify at the
time you redeem your Smiles for a Reward.
Reward vouchers can’t be exchanged for their cash value.
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What charges will I incur at the time I make my Smiles Collect
reservation?
All you have to pay for is travel insurance, unless you have proof of adequate
insurance at the time of booking. Return flights, taxes and accommodation are
paid for.
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Can I buy some of the Smiles I need for a free holiday voucher?
Yes you can. Once you have 13,500 Smiles in your account you can buy the rest
of the Smiles you need to redeem a Reward for two-and-a-half pence each. Your
payment has to be credited to our bank account, before we can send you out your
free holiday voucher.
You'll earn a 2,000-smiles Re-Start bonus when you redeem a Reward -- but those
bonus Smiles are deposited after you reach the 15,000 smiles level and redeem
your Reward. You can't 'advance' them when you reach 12,000 Smiles, for
example.
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Can I “deposit” Smiles Collect Smiles into my airline frequent flyer
account?
The smiles you earn in Smiles Collect can only be redeemed at Smiles Collect.
It isn’t convertible into airline frequent flyer miles.
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