Loyalty Programme Terms

These rules govern the Small Hero Holidays membership programme. They sit alongside our booking Terms and Conditions. JOINING Membership is free and opens when you first sign in to the app with your mobile number. That number is your membership: bookings made at our counter are matched to it, so give us the same number you use in the app. One membership per person. Points from separate people cannot be combined. EARNING POINTS You earn points on the tour price you pay us. Airport taxes, visa fees, travel insurance and anything bought from a third party do not earn points. Your tier applies a multiplier to what you earn, shown on your membership screen. Points appear as pending when your booking is confirmed and become spendable seven days after you return. This delay exists so that a trip which is cancelled or amended does not leave points already spent against it. If a booking is cancelled or refunded, the points it earned are reversed. Where those points have already been spent, the balance may go negative and must be brought back to zero before anything else can be redeemed. TIERS Your tier is set by what you have spent with us over the past twelve months, on a rolling basis, and is reviewed nightly. Thresholds and benefits are shown in the app and may change; we will tell you before a change that lowers a tier you currently hold. SPENDING POINTS Points can be exchanged for the rewards listed in the app while stocks last. Each reward shows what it costs and any tier requirement. Points have no cash value, cannot be sold or transferred, and cannot be exchanged for money or used to pay a tour balance unless a reward expressly offers it. A voucher is issued with an expiry date. Once issued the points are spent, and an expired or unused voucher is not refunded in points. Present the voucher code at our counter. We may ask for identification. EXPIRY Points expire if unused. The period is shown in the app and on your statement, and each batch expires separately — the oldest points are always spent first. We will tell you before points are due to expire, provided we have a working mobile number for you. CLOSING AN ACCOUNT You may close your membership at any time. Unused points and vouchers are forfeited when you do, and cannot be restored if you rejoin. We may suspend or close a membership where points have been obtained by misrepresentation, or where a voucher has been sold or transferred. CHANGES TO THE PROGRAMME We may change these rules or end the programme. Where a change reduces the value of points you already hold, we will give at least thirty days' notice in the app so that you can spend them. QUESTIONS Ask at our office, or WhatsApp +60 10 200 8350. Small Hero Holidays Sdn Bhd (886399-H), MOTAC licence KPL 6698