These Duty-Free Voucher Terms and Conditions (the “Terms”) govern the receipt, holding, and use of Duty-Free Vouchers ("Voucher") issued by utu REWARDS PTE. LTD. ("utu") through the utu Web App, operated by utu or its affiliates.
1. DEFINITIONS
In these Terms, the following words shall have the following meanings:
| Bonus | An additional fifteen percent (15%) value added to the Refund Value, resulting in the final Voucher Value. |
| Duty Free Stores | The duty-free stores operated by Dufrital S.p.A. at Milan Malpensa Airport (Terminal 1) and Milan Linate Airport. |
| Purchase Value | The total retail price of goods in a single transaction at a Duty-Free Store, being equal to the Voucher Value or, where applicable, the Voucher Value plus any additional amount paid by the Tourist at checkout. |
| Refund Value | The VAT refund amount as stated on the Tourist's Tax-Free Form. |
| Tax-Free Form | The form issued by a VAT Refund Operator in order to process the tax refund on eligible purchases made in EU, |
| Tourist | Any individual/person who is not a resident of the European Union which is eligible to claim a VAT refund. |
| utu WebApp | The web-based application developed and operated by utu or its affiliates through which Tourists generate and receive Voucher. |
| VAT | The value added tax imposed on goods and services at the rate described by the Italian Ministry of Economics and Finance. |
| VAT Refund Operator | The VAT Refund Operator, not limited to Global Blue or Planet, that assists non-resident individuals or entities in claiming refunds on value-added tax paid on eligible purchases made in a particular jurisdiction. |
| Voucher | A voucher issued by utu through the utu Web App for redemption exclusively at the Duty- Free Stores. |
| Voucher Value | The total value of the Voucher, being the Refund Value plus the Bonus, as displayed at the time of issuance. |
| Working Days | Monday to Friday, excluding public holidays, Saturdays, and Sundays. |
2. USE OF THE VOUCHER
i. Each Tax-Free Form qualifies the Tourist for one Voucher only and cannot be reused.
ii. The Voucher is non-transferable, non-monetary, non-refundable, and non-exchangeable, except as expressly set out in Clause 5 below or where required by applicable mandatory law.
iii. The Voucher is redeemable only at the Duty-Free Stores and is valid for a single redemption.
iv. The Duty-Free Stores are independent third parties solely responsible for the quality, safety, compliance, and fulfilment of all goods. utu accepts no responsibility in connection therewith.
v. The Voucher is valid for fourteen (14) days from the date of issue as displayed on the Voucher. Upon expiry, the Voucher becomes void. No refunds or extensions will be provided for expired Voucher, except where caused by a technical error attributable to utu and confirmed by utu's support team.
vi. The Voucher may be used on all goods at the Duty-Free Stores except discounted, promotional, or clearance items, unless the Duty-Free Store communicates otherwise. The Voucher can be redeemed at the point of sale with the cashier.
vii. The maximum Voucher value shall be one thousand one hundred and fifty (1,150) Euros, corresponding to a maximum VAT Refund Value of one thousand (1,000) Euros for Alipay users.
viii. The maximum Voucher Value shall be nine hundred and twenty (920) Euros, corresponding to a maximum VAT Refund Value of eight hundred (800) Euros for non-Alipay users.
ix. If the Purchase Value exceeds the Voucher Value, the Tourist shall pay the difference by accepted payment method at the Duty-Free Store checkout.
x. No refund shall be given where the Purchase Value is less than the Voucher Value. The Tourist forfeits any unused balance or value.
xi. The Tourist must not manipulate the Voucher, create multiple accounts, resell Voucher, or engage in fraud, abuse, or any breach of these Terms. utu may suspend or cancel Voucher for suspected misuse without liability.
xii. utu is not liable for: the validity or completeness of any Tax-Free Form; whether the Tourist is eligible for a VAT refund; any inaccuracy in the Tax-Free Form or the VAT Refund Value; or any act, omission, or determination of any VAT Refund Operator, Duty-Free Stores, or Italian customs or tax authority.
3. VOUCHER VALUE
i. The Voucher Value is your VAT refund amount plus a 15% Bonus. All Voucher Values shown include this Bonus.
ii. The Voucher Value displayed at the time of issuance is final. No adjustment shall be made after issuance.
iii. utu reserves the right to modify the Bonus percentage for future issuances. This will not affect Voucher already issued.
4. LOSS OF REWARDS
i. The Voucher cannot be replaced if lost, stolen, expired, voided, unlawfully obtained, or if it appears counterfeit, altered, damaged, or tampered with. utu's decision on any replacement request is final and binding.
ii. Each Voucher is used at the sole risk of the Tourist, and Duty-Free Stores may decline to accept any Voucher in the circumstances as set in clause 4(i).
5. REFUND PROCESS
i. A Voucher may only be refunded if it is unused and unexpired. Refunds may also be granted where required by applicable mandatory law.
ii. Refunds will not be issued for lost, stolen, or damaged Voucher. Partial use of a Voucher does not entitle the Tourist to a refund of any unused balance or value.
iii. To request a refund, the Tourist must email help@utu.global within fourteen (14) days of issuance, providing:
- a copy of the Voucher including its barcode, amount, and issue date;
- the email address used for issuance;
- a detailed explanation of the claim; and
- supporting documentation.
iv. utu will review and respond within fourteen (14) Working Days and may request further information. Refunds will be processed using the original payment method.
6. VOIDANCE OF VOUCHER
i. A Voucher is void upon:
- fraud, tampering, alteration, duplication, or unauthorised use;
- expiry;
- use for unauthorised goods or breach of these Terms; or cancellation by utu for operational, legal, or policy reasons.
ii. A Voucher is void from the outset where:
- it was issued due to a technical malfunction or pricing error, in such case utu will use reasonable endeavours to notify the Tourist and issue a corrected Voucher or refund the Refund Value surrendered; or
- the underlying transaction was reversed, cancelled, or disputed.
iii. A voided Voucher is not eligible for redemption, refund, or compensation, except where required by applicable mandatory law.
7. DISCLAIMERS AND LIMITATION OF LIABILITY
i. The Voucher is provided "as is" and "as available." utu does not warrant uninterrupted or error-free operation of the utu Web App, nor that all Duty-Free Stores will accept the Voucher at all times.
ii. utu disclaims responsibility for inaccuracies arising from VAT Refund Operator data, third-party systems, currency conversions, or Duty-Free Store systems. utu does not review, verify, or recalculate Tourist eligibility for VAT refunds or any refund amount.
iii. To the fullest extent permitted by law, utu and its affiliates, officers, directors, and employees shall not be liable for any indirect, special, incidental, consequential, or punitive loss, including lost profits, revenue, or data arising out of or in connection with these Terms or any Voucher.
iv. utu's total aggregate liability to the Tourist shall not exceed the Refund Value surrendered by the Tourist for the relevant Voucher.
v. utu reserves the right to withhold, cancel, or adjust any Voucher where the underlying tax-free transaction is invalid, cancelled, or reasonably suspected to be inaccurate or fraudulent.
vi. The Tourist is solely responsible for losses caused by their own fraud, misuse, or unlawful conduct.
8. INDEMNITY
i. The Tourist agrees to indemnify and hold harmless utu and its affiliates, officers, directors, employees, and agents from all claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising from:
a.misuse of any Voucher;
b. breach of these Terms;
c. fraud or unlawful conduct; or
d. any dispute between the Tourist and a VAT Refund Operator or a Duty-Free Store.
9. MISCELLANEOUS
i. These Terms may be translated into other languages. In the event of any inconsistency, the English version shall prevail.
ii. utu shall process personal data in compliance with applicable data protection legislation. utu only collects the email address the Tourist provides to deliver the Voucher and basic technical data automatically generated when you use the WebApp (such as IP address or device information). The payment merchant manages all payment data. You can read our data protection policy here.
iii. Failure or delay by utu to enforce any provision shall not constitute a waiver of that provision or any other provision.
iv. Any decision made by utu on all matters relating to the Voucher will be final, conclusive, and binding on all Tourists, provided it does not infringe on statutory rights.
v. utu complies with applicable KYC, AML, and sanctions regulations. utu may refuse to issue or cancel any Voucher where required by such obligations, without liability.
vi. These Terms shall be governed by and construed in accordance with the laws of Italy and submit all disputes to the exclusive jurisdiction of the courts of Italy. Nothing in these Terms shall limit or exclude any mandatory consumer protection rights applicable under the laws of the country where the Voucher is issued or used.
vi. utu may update these Terms from time to time. Any changes will apply only to Voucher purchased after the revised Terms are published. Voucher already purchased will continue to be governed by the Terms in effect at the time of purchase.
viii. If you have any questions, concerns, or issues related to these Terms or use of your Voucher, please get in touch with our customer support team at help@utu.global