Getaway Wallet Terms & Conditions

Open your ViaResorts Holiday Wallet with $99 in travel credit. Add flexible monthly contributions from $19, $29, $39 or $49. Pause, restart or change your monthly amount through your member portal at any time.

Use your Wallet balance toward eligible ViaResorts holiday deposits, booking service fees and promotional travel offers. Featured holidays may include Bali, Thailand, Vietnam and other eligible ViaResorts resort stays, subject to availability and the offer terms that apply when you book.

Key points you should know before joining

• Your initial $99 payment is credited in full to your ViaResorts Holiday Wallet.
• You may choose an optional recurring monthly contribution amount and can pause, restart, increase, decrease or cancel future contributions through your portal.
• Your Wallet balance is travel credit only. It is not cash, is not redeemable for cash, and is not refundable for change of mind, except where required by Australian law.
• You are not purchasing a specific holiday, hotel stay, room, destination, travel date or promotional price when you open your Wallet.
• You may later apply your Wallet balance toward eligible ViaResorts travel products and offers available at the time you redeem.
• Participation in the Holiday Wallet program may include member services such as portal access, member-only offers, bonus-credit promotions, offer guidance and booking support.
• Promotional Bonus Credit may be offered from time to time. Bonus Credit is separate from Paid Credit and may have additional conditions, restrictions and expiry dates.
• The total amount available to spend from your Wallet, including Paid Credit and any Bonus Credit, must not exceed $1,000 at any time unless ViaResorts changes that limit in accordance with these Terms and applicable law.
• Paid Wallet Credit expires 3 years after your last paid contribution or redemption activity, unless a longer period is required by law or ViaResorts extends it.
• Bonus Credit may expire earlier, as stated in the relevant promotion terms.

By opening a ViaResorts Holiday Wallet, you agree to the Terms below.

1. About these Terms

1.1 These Terms govern your participation in the ViaResorts Holiday Wallet program.

1.2 In these Terms:

• ViaResorts, we, us and our means Galactic Media Services Pty Ltd, trading as ViaResorts.
• you and your means the customer who opens or uses a Holiday Wallet.
• Wallet means your ViaResorts Holiday Wallet account.
• Paid Credit means credit added to your Wallet from amounts paid by you.
• Bonus Credit means promotional credit added by ViaResorts under a campaign, reward or incentive program.
• Available Balance means the Paid Credit and Bonus Credit then available for eligible use through your Wallet, after any redemptions, adjustments, expiry or reversals.
• Eligible Offer means a holiday deposit, booking service fee, promotional holiday package component, upgrade, ancillary product or other ViaResorts product that we expressly allow Wallet credit to be used for at the time of redemption.
• Member Services means services and program features made available to Holiday Wallet members from time to time, which may include Wallet-management tools, portal access, member-only offers, promotional bonus-credit campaigns, offer guidance, booking-support services and related customer communications.
• Portal means the online member area or account interface through which you may view and manage your Wallet.

1.3 These Terms apply together with:

• the relevant payment authorisation you provide for recurring monthly contributions, if any;
• any promotion-specific terms governing Bonus Credit or special campaigns;
• the booking terms applicable to a particular Eligible Offer when you choose to redeem your Wallet balance;
• our Privacy Policy; and
• any other terms presented to you before you complete a transaction.

1.4 If there is an inconsistency:

• the booking terms for a specific Eligible Offer govern the use, booking, cancellation and travel conditions of that Eligible Offer;
• promotion-specific terms govern the issue and use of Bonus Credit under that promotion; and
• these Wallet Terms govern your Wallet account, Paid Credit, Bonus Credit and general Wallet use.

2. Nature of the Holiday Wallet and Member Services

2.1 The Holiday Wallet is a reloadable travel-credit program that may be used only for Eligible Offers made available by ViaResorts.

2.2 Opening a Wallet does not reserve, hold or purchase:

• a particular hotel or resort;
• a particular destination;
• a particular room type;
• a particular travel date;
• a particular promotional price; or
• a particular holiday package,

unless and until you separately redeem Wallet credit toward a specific Eligible Offer and complete the required booking steps for that offer.

2.3 Advertising for the Holiday Wallet may feature example destinations, resorts or promotional holidays. Those examples are intended to illustrate potential uses of Wallet credit. They do not guarantee that the same offer, resort, destination, room type, price or travel dates will be available when you later choose to redeem.

2.4 Wallet credit may only be applied to Eligible Offers that ViaResorts designates as Wallet-redeemable at the time of redemption.

2.5 Unless expressly stated otherwise for a particular Eligible Offer, Wallet credit may be used only toward amounts payable to ViaResorts, such as a ViaResorts holiday deposit, booking service fee or promotional package component. Amounts payable separately to a hotel, resort, airline or other third-party supplier are not automatically covered by Wallet credit.

2.6 Wallet credit is not a bank account, savings account, deposit account, investment product, cash equivalent or interest-bearing balance. No interest is payable on any Wallet balance.

2.7 Participation in the Holiday Wallet program may include access to Member Services. Unless a separate fee is expressly disclosed before purchase, Member Services are included as part of the Wallet program and are not separately deducted from Paid Credit contributions.

2.8 Member Services may be changed, improved, replaced or withdrawn from time to time, provided that we act in accordance with these Terms and applicable law and do not retrospectively remove Paid Credit already validly added to your Wallet.

3. Opening your Wallet

3.1 You may open a Wallet by paying the initial opening contribution shown at checkout. Unless otherwise stated in a specific promotion, the standard initial opening contribution is $99.

3.2 Your initial opening contribution is credited in full to your Wallet as Paid Credit.

3.3 You must provide accurate and current account, identity, contact and payment information when opening and maintaining your Wallet.

3.4 We may refuse to open a Wallet, or may request additional verification, where reasonably required to:

• prevent fraud or misuse;
• comply with law, payment processor requirements or card scheme rules;
• comply with Wallet balance limits; or
• address a prior breach of these Terms.

4. Optional monthly contributions

4.1 When opening your Wallet, you may choose to make optional recurring monthly contributions in an available amount shown at checkout, such as $19, $29, $39 or $49 per month.

4.2 Monthly contributions are voluntary recurring payments that add Paid Credit to your Wallet. They are not instalments toward a specific holiday unless and until you later redeem Wallet credit toward an Eligible Offer.

4.3 Through your Portal, you may:

• pause future monthly contributions;
• restart monthly contributions;
• increase or decrease your monthly contribution amount, subject to available plan options;
• update your payment details; and
• cancel future recurring contributions.

4.4 Changes made through your Portal apply prospectively. They do not reverse contributions already processed.

4.5 If a scheduled monthly payment fails, we may:

• notify you and ask you to update payment details;
• retry the payment where you have authorised retries and the payment provider supports them; or
• suspend future automated contributions until you update or reinstate your payment method.

4.6 A failed, paused or cancelled monthly contribution does not cause you to lose existing Paid Credit, subject to expiry, chargeback, fraud and adjustment provisions in these Terms.

4.7 We will make it reasonably clear at or before checkout that selecting recurring monthly contributions authorises future payments in the amount and frequency shown until you pause, change or cancel them in accordance with these Terms.

5. Wallet balance limits

5.1 The total Available Balance in your Wallet, including Paid Credit and Bonus Credit, must not exceed $1,000 at any time unless we notify you of a different limit and that change is permitted by law.

5.2 We may reject, defer or partially accept a contribution, bonus issue or adjustment if it would cause your Available Balance to exceed the permitted limit.

5.3 Where a payment is processed but cannot lawfully or operationally be added to your Wallet because it would exceed the permitted limit, we will handle it in a manner permitted by law, which may include reversing or refunding the excess amount.

6. Paid Credit

6.1 Paid Credit is added to your Wallet when:

• your initial opening contribution is successfully processed; or
• a later voluntary or recurring contribution is successfully processed and not reversed, charged back or refunded.

6.2 Paid Credit may be used only:

• by the Wallet holder, unless we permit transfer in a particular case;
• through ViaResorts; and
• toward Eligible Offers available and designated for Wallet use at the time of redemption.

6.3 Paid Credit:

• is not redeemable for cash;
• cannot be withdrawn as cash;
• cannot be transferred, sold or assigned to another person except where we expressly allow it; and
• is not refundable for change of mind, cancellation of monthly contributions or non-use, except where required by Australian law or where we approve a goodwill or hardship outcome under clause 14.

6.4 Nothing in these Terms excludes, restricts or modifies any right or remedy you may have under the Australian Consumer Law or any other law that cannot be excluded, restricted or modified.

7. Bonus Credit and promotions

7.1 From time to time, ViaResorts may offer Bonus Credit or other promotional benefits to Wallet holders.

7.2 Bonus Credit may be offered, for example:

• an initial Bonus Credit when you open your Wallet (such as $50 added when you open with a qualifying initial contribution); and
• a recurring Bonus Credit of $25 for each additional $100 of qualifying Paid Credit you contribute over time.

The actual promotion, thresholds, amounts, timing and eligibility rules will be set out in the applicable promotion terms.

7.3 Bonus Credit:

• is promotional only;
• is not cash;
• is not redeemable for cash;
• is not refundable;
• is not transferable unless expressly stated;
• may be restricted to nominated destinations, resorts, travel periods, Eligible Offers or booking types;
• may not be stackable with other offers unless expressly stated;
• may expire earlier than Paid Credit; and
• may be cancelled, reversed or withheld if the qualifying payment is reversed, refunded, charged back, dishonoured or found to be fraudulent or ineligible.

7.4 Bonus Credit conditions will be made reasonably clear in the relevant promotion or offer materials.

7.5 Unless the promotion terms state otherwise, Bonus Credit is used only after applicable Paid Credit has been applied.

8. Using your Wallet

8.1 To use Wallet credit, you must select an Eligible Offer and follow the redemption or booking process provided by ViaResorts.

8.2 The available Eligible Offers may change over time. New offers may be introduced and existing offers may be withdrawn, sold out or replaced.

8.3 When you redeem Wallet credit toward an Eligible Offer:

• the amount used will be deducted from your Available Balance;
• any remaining booking amount payable to ViaResorts must be paid as stated in the offer terms;
• any separate amount payable to the hotel, resort or another supplier must be paid in accordance with that supplier's or offer's terms; and
• the relevant booking and cancellation terms for that Eligible Offer will apply.

8.4 If you choose an Eligible Offer with a ViaResorts amount lower than your Available Balance, any unused Wallet credit remains in your Wallet, subject to expiry and these Terms.

8.5 If an Eligible Offer requires more than your Available Balance, you may pay the shortfall using an accepted payment method, subject to the booking terms for that offer.

8.6 Wallet credit may not be used to obtain cash, cash equivalents, refunds of prior purchases, or any product or service that ViaResorts does not expressly designate as Wallet-eligible.

9. Expiry of Paid Credit

9.1 Unless a longer period is required by law or we extend the period, Paid Credit expires 3 years after the later of:

• the date of your most recent successful paid contribution; or
• the date of your most recent successful redemption of Wallet credit toward an Eligible Offer.

9.2 We will make the current expiry status of your Wallet available in your Portal.

9.3 We may send reminder notices before Paid Credit expires, including notices approximately 12 months, 90 days and 30 days before expiry, where we hold current contact details for you. These reminders are a service feature and do not replace your responsibility to monitor your Wallet.

9.4 Once Paid Credit expires in accordance with these Terms, it is no longer available for use, unless ViaResorts elects to reinstate or extend it as a goodwill measure or unless the law requires otherwise.

10. Expiry of Bonus Credit

10.1 Bonus Credit expires on the date, or after the period, stated in the relevant promotion terms.

10.2 Unless expressly stated otherwise, Bonus Credit will expire no later than 12 months after it is issued.

10.3 Expired Bonus Credit cannot be used, reinstated, converted to Paid Credit, refunded or exchanged for cash, except where required by law.

11. Account information, transaction history and portal access

11.1 Through your Portal, we will make available, at no additional charge:

• your current Available Balance;
• the expiry date or expiry status of your Wallet credit;
• a record of at least your 10 most recent Wallet transactions; and
• tools to manage your recurring contributions, where applicable.

11.2 You are responsible for keeping your login details secure and notifying us promptly if you suspect unauthorised access or use of your Wallet.

11.3 We may take reasonable steps to verify your identity before processing account changes, transfer requests, redemption requests or hardship requests.

12. Mistaken, unauthorised or reversed transactions

12.1 If you believe a Wallet transaction is mistaken or unauthorised, you should notify us promptly by emailing [email protected].

12.2 We will investigate reported mistaken or unauthorised transactions in accordance with our complaints and dispute-resolution procedures and applicable law.

12.3 We may correct a Wallet balance where:

• a transaction was processed in error;
• a payment was reversed, charged back, dishonoured or refunded;
• Bonus Credit was issued in error;
• fraud, misuse or breach of promotion terms occurred; or
• the correction is otherwise required or permitted by law.

12.4 Where reasonably practicable, we will notify you of a material correction affecting your Wallet balance.

13. Cancellation of contributions and closure of Wallet

13.1 You may cancel future recurring monthly contributions at any time through your Portal or by contacting us at [email protected].

13.2 Cancelling recurring contributions:

• stops future scheduled contribution payments after the cancellation takes effect;
• does not cancel or reverse contributions already processed; and
• does not cause you to lose existing Paid Credit, subject to expiry and these Terms.

13.3 You may ask us to close your Wallet account. If your Wallet is closed:

• future recurring contributions will cease;
• unused Paid Credit remains subject to the non-cash, non-refundable and expiry provisions of these Terms, unless law requires otherwise or we approve a hardship outcome; and
• unused Bonus Credit may lapse immediately if the relevant promotion terms provide for that result.

13.4 Where reasonably possible, we may instead allow a Wallet to remain inactive rather than closed, so that remaining Paid Credit can continue to be used before expiry.

14. Refunds, goodwill and hardship

14.1 Change of mind: Wallet contributions are not refundable for change of mind. Your existing Paid Credit remains available for Eligible Offers, subject to expiry and these Terms.

14.2 Consumer rights preserved: Nothing in these Terms excludes, limits or modifies any rights or remedies you may have under the Australian Consumer Law or any other applicable law.

14.3 Where a refund or alternative remedy may be considered: We may review refund, transfer, reinstatement, expiry-extension or other goodwill requests in exceptional circumstances, including serious illness, death in the immediate family, severe financial hardship or other comparable situations.

14.4 Any hardship or goodwill outcome is assessed case by case and may include, at our discretion:

• extending the validity of Paid Credit;
• transferring Paid Credit to another approved person;
• allowing a different Eligible Offer to be selected;
• applying a partial or full goodwill refund of Paid Credit; or
• another appropriate resolution.

14.5 Bonus Credit is not included in any hardship refund unless ViaResorts expressly agrees or the law requires otherwise.

14.6 The existence of a hardship review process does not create an automatic right to a cash refund where no legal entitlement exists.

15. Chargebacks and payment disputes

15.1 If you dispute, reverse or charge back a payment that has been credited to your Wallet, we may:

• suspend or limit access to the Wallet while the matter is investigated;
• reverse the corresponding Paid Credit or Bonus Credit;
• cancel promotional benefits associated with the disputed payment; and
• recover any resulting negative balance or costs to the extent permitted by law.

15.2 We will not take steps that limit or exclude any rights you may have under applicable law, card scheme rules or payment-provider dispute processes.

16. Transferability

16.1 Your Wallet is personal to you unless we expressly allow a transfer.

16.2 We may permit a transfer of Paid Credit to another person in limited circumstances, including hardship, gifting or account administration, subject to:

• identity verification;
• fraud and misuse checks;
• any transfer process we specify; and
• any applicable law or payment processor restrictions.

16.3 Bonus Credit is transferable only if the relevant promotion terms expressly allow it.

17. Changes to these Terms or the Wallet program

17.1 We may change these Terms, the Wallet features, available contribution options, balance limits, Eligible Offer categories, Member Services or operational procedures where reasonably necessary, including to:

• comply with law or regulatory guidance;
• address fraud, misuse or security issues;
• reflect changes to payment systems or technology;
• improve or modify the Wallet program; or
• make changes that do not materially disadvantage existing Wallet holders.

17.2 We will not retrospectively remove Paid Credit already validly added to your Wallet, except where a correction, reversal, expiry, fraud response, chargeback response or legal requirement applies.

17.3 If a change materially disadvantages Wallet holders, we will provide reasonable prior notice where practicable and in any event will act in accordance with applicable law.

17.4 Where required, updated Terms will be made available in your Portal and/or on our website.

18. Suspension, discontinuation and termination by ViaResorts

18.1 We may suspend or restrict a Wallet, or refuse a redemption request, where reasonably necessary to:

• investigate suspected fraud or unauthorised activity;
• comply with law or regulatory requirements;
• address a chargeback or payment dispute;
• enforce Wallet balance limits;
• respond to a material breach of these Terms; or
• protect customers, suppliers or ViaResorts from misuse or loss.

18.2 If we suspend or restrict your Wallet, we will act reasonably and, where appropriate, explain the reason and steps available to resolve the issue.

18.3 If ViaResorts decides to discontinue the Holiday Wallet program generally while it remains solvent and able to operate, we will provide Wallet holders with a fair process for dealing with unused Paid Credit. That process may include an extended redemption period, continued redemption against nominated Eligible Offers, conversion to an equivalent ViaResorts credit mechanism, or another legally appropriate remedy.

19. Exceptional Events, travel disruption and force majeure

19.1 In these Terms, an Exceptional Event means an event or circumstance beyond ViaResorts' reasonable control that materially affects the operation of the Holiday Wallet program, the availability of Eligible Offers, the ability of travel suppliers to perform, or the ability of ViaResorts to process, administer or honour Wallet redemptions in the ordinary way.

19.2 Exceptional Events may include:

• pandemic, epidemic or public-health emergency;
• war, invasion, armed conflict, civil unrest, terrorism, sanctions or trade restrictions;
• natural disaster, severe weather event, fire, flood, earthquake or other act of nature;
• government action, border closure, travel ban, regulation, order or legal restriction;
• airline, hotel, resort, payment-network, banking, technology-platform or other supplier failure outside ViaResorts' reasonable control;
• widespread cyberattack, telecommunications failure, data-centre outage, critical systems failure or material failure of third-party technology infrastructure;
• widespread failure, restriction or disruption relating to artificial intelligence systems, automated decisioning systems or other technology systems on which ViaResorts reasonably relies; or
• any other event of a similar nature that could not reasonably have been prevented or overcome by ViaResorts acting with reasonable care.

19.3 If an Exceptional Event occurs, ViaResorts may, to the extent reasonably necessary and for the period reasonably affected by the Exceptional Event:

• suspend, delay or restrict the issue of new Bonus Credit;
• suspend, delay or restrict redemption into particular Eligible Offers, destinations, suppliers or travel periods;
• substitute, vary or withdraw affected Eligible Offers where they can no longer reasonably be provided;
• provide an alternative redemption process, alternative Eligible Offer or equivalent Wallet-use pathway;
• extend expiry dates for Paid Credit or Bonus Credit where reasonably appropriate;
• delay non-critical administrative processing, account changes or support responses where systems or operations are materially disrupted; and
• take other reasonable steps necessary to preserve the operation, integrity and fairness of the Holiday Wallet program.

19.4 ViaResorts will not rely on an Exceptional Event to retrospectively remove valid Paid Credit already added to a Wallet, except where a correction, expiry, chargeback, fraud response, legal requirement or external-administration process applies.

19.5 If an Exceptional Event materially limits or suspends the practical use of Wallet credit for an extended period, ViaResorts will act reasonably in the circumstances and may consider measures such as expiry extensions, broader Eligible Offer access, substitute travel options, alternative redemption pathways or another appropriate remedy.

19.6 The Wallet program does not require you to continue making voluntary future contributions during an Exceptional Event. You may pause, reduce or cancel future recurring contributions in accordance with clause 4 and clause 13.

19.7 Once Wallet credit has been redeemed into a specific Eligible Offer or booking, any disruption, cancellation, postponement, supplier failure or force majeure event affecting that specific travel product will be addressed under the booking terms that applied when that Eligible Offer was selected, together with any consumer rights that cannot lawfully be excluded.

19.8 Nothing in this clause excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law or any other applicable law.

20. External administration, insolvency and business continuity

20.1 If ViaResorts becomes subject to external administration, receivership, liquidation, voluntary administration, restructuring or another formal insolvency or business-rescue process, Wallet accounts, Wallet balances, redemptions, refunds and other customer claims will be dealt with in accordance with applicable law and the lawful directions or decisions of the appointed administrator, receiver, liquidator, restructuring practitioner or other external controller.

20.2 An administrator, receiver, liquidator, purchaser of the business or other external controller may decide, subject to applicable law, whether and on what basis Wallet balances, redemptions or related customer arrangements will continue to be honoured. These Terms do not guarantee that a purchaser or successor entity will assume all Wallet liabilities.

20.3 Unless ViaResorts expressly states otherwise in writing for a particular product or promotion, Paid Credit and Bonus Credit are not held on trust, in escrow, or in a separately protected client-money account for Wallet holders. In an insolvency scenario, unused Wallet balances may be treated as unsecured customer claims, subject to applicable law and the external controller's assessment.

20.4 Nothing in this clause excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law, the Corporations Act 2001 (Cth), insolvency law or any other applicable law.

21. Complaints and dispute resolution

21.1 If you have a complaint about your Wallet, a transaction, a contribution, a balance, a redemption or these Terms, please contact us at [email protected].

21.2 We will handle complaints in accordance with our internal dispute-resolution process and applicable legal requirements.

21.3 We may ask for additional information reasonably needed to investigate and resolve your complaint.

22. Privacy and communications

22.1 We collect, use and disclose personal information in accordance with our Privacy Policy.

22.2 You agree that we may send you service messages relating to your Wallet, including:

• payment receipts;
• failed-payment notices;
• contribution-change confirmations;
• balance notifications;
• expiry reminders;
• account-security messages;
• material changes to these Terms;
• Exceptional Event or program-interruption notices where relevant; and
• complaint-resolution communications.

22.3 Marketing communications are handled separately and may be opted out of as permitted by law.

23. General

23.1 These Terms are governed by the laws of Australia and the State or Territory in which ViaResorts is based, unless another law applies.

23.2 If part of these Terms is found invalid or unenforceable, the remaining provisions continue to apply to the extent permitted by law.

23.3 Our failure to enforce a right under these Terms does not waive that right.

23.4 These Terms form the agreement between you and ViaResorts regarding the Holiday Wallet, together with any documents expressly incorporated by reference.