Terms & Conditions
1. Terms & Conditions
1.1 Lifestyle Vouchers, owned and powered by Motivates Inc. Ltd (‘We’), a company registered in England and Wales under Company registration number 11319734 (‘Motivates’). Our registered offices are at 3 Bath Place, London EC2A 3DR
1.2 Lifestyle Vouchers can be redeemed against a broad range of retail and leisure brands. Each voucher has a unique reference which must be quoted when redeeming. Vouchers and the associated references must be kept safely and securely. We take no responsibility for any loss you may incur as a result of voucher theft, impersonation or identity fraud. We reserve the right to cancel vouchers or credit balances that we deem to have been obtained fraudulently.
2. Redeeming Lifestyle Vouchers
2.1 To redeem, you must first register your Lifestyle Voucher online. This will create Account Credit which can then be exchanged for your choice of retailer.
2.2 Lifestyle Vouchers and Account Credit cannot be redeemed directly with the retailer.
3. Validity
3.1 Lifestyle Vouchers are valid two years from date of purchase. The exact expiry date is printed on the voucher and/or advised upon successful activation.
3.2 You must use the voucher before this expiry date or it will no longer be valid.
3.3 Account Credit can be used until the expiry of the original voucher and is non-refundable.
4. Flexibility
4.1 Lifestyle Vouchers allow a range of redemption options from a variety of third party retailers.
4.2 Although the selection of retailers detailed in the voucher and voucher pack is correct at the time of printing, it may change from time to time.
4.3 If your retailer e-gift card/code redemption option is higher in price than the value of your original Lifestyle Voucher, you will need to pay the price difference. Any remaining Account Credit can be used until the original expiry date of the Lifestyle Voucher and is non-refundable.
5. Retailer Insolvencies
5.1 Motivates Inc. Ltd will not be liable for the conduct or actions of any participating retailer.
5.2 Lifestyle Vouchers are not covered by the Financial Services Compensation Scheme.
5.3 In the unlikely event of a participating retailer becoming insolvent or ceasing business, the funds on any retailer gift card or e-gift card/code you have received as a result of redeeming a Lifestyle Voucher may not be available to spend.
5.4 There is no obligation on Motivates Inc. Ltd to replace or exchange any previously issued and unspent retailer gift cards or e-gift cards/codes or return any credit to a Lifestyle Voucher account.
5.5 If there is cause for concern regarding solvency, there may be times when Motivates Inc. Ltd temporarily suspends the listing and availability of any participating retailer. This is to purely to protect our clients and customers from exchanging their Lifestyle Voucher for a retailer gift card or e-gift card that may, according to news reports and reliable, publicly obtainable trading information, potentially be null and void should any such retailer go into administration or become insolvent.
6. Fraud
6.1 For fraud prevention reasons, debit and credit card use, as well as your company’s account credit use, may be queried and we may block further usage, either completely or only in certain territories. In such circumstances, you can contact our Customer Services Team.
6.2 We and our participating retailers reserve the right to, at any time suspend, restrict or cancel your gift card/e-gift card/gift card code or refuse to issue or replace a gift card/e-gift card/gift card code for reasons relating to the following:
a) we are concerned about the security of your account or gift card/e-gift card/gift card code(s) we have issued to you;
b) we suspect your account is being used in an unauthorised or fraudulent manner;
c) we need to do so to comply with the law.
If we do this, you may contact our Customer Services Team to obtain the reason for the suspension, restriction or cancellation and we will tell you as soon as we can or are permitted to do so.
6.3 We may also refuse to pay a transaction:
a) if we are concerned about security of your gift card/e-gift card/gift card code or we suspect your gift card/e-gift card/gift card code is being used in an unauthorised or fraudulent manner;
b) if we have reasonable grounds to believe that you are acting in breach of this agreement;
c) if we believe that a transaction is potentially suspicious or illegal (for example, if we believe that a transaction is being made fraudulently); or
d) because of errors, failures (whether mechanical or otherwise) or refusals by merchants, payment processors or payment schemes processing transactions.
6.4 If we refuse to authorise a transaction, you may contact the Customer Services Team and we will help investigate to advise why, if practicable, unless it would be unlawful for us to do so. While speaking with the Customer Services Team you may have the opportunity to correct any information we hold, and which may have caused us to refuse a transaction.
7. Password/Account Security
7.1 You are responsible for maintaining the confidentiality of your password and account details and any activities that occur under your account.
7.2 We shall not be liable to any person for any loss or damage which may arise as a result of any failure by you to protect your password or account.
8. Packaging & Delivery
8.1 We charge £1.99 delivery for up to three voucher packs to the same UK address.
8.2 Voucher packs ordered before 4pm on weekdays will be sent by Royal Mail First Class post the same day. Royal Mail advises that delivery may take between 1-5 working days.
8.3 If a voucher pack is required and your order is urgent, you can also request an eVoucher to be emailed free of charge by calling our Customer Service Team. Alternatively, you can choose our courier service or collect from our Central London Head Office.
8.4 All orders can be sent to you, directly to the recipient or to another address at your request. 8.5 If you haven’t received the delivery within a reasonable timeframe and you believe it has gone astray in the post please contact us as soon as possible. Then, subject to checks to ensure, if it is a voucher, it hasn’t been redeemed, we’ll cancel the original order and then we can provide a duplicate, or eVoucher, free of charge.
8.5 Whilst we will do our utmost to ensure that your voucher is received on time, in circumstances beyond our control such as postal strikes, extreme weather conditions or other force majeure we are unable to be held liable for the delay.
8.6 For more urgent deliveries, we recommend our courier service. Orders placed by 1pm on working weekdays will be dispatched the same day. Details of this non-refundable service are as follows:
a) UK mainland deliveries only
b) Day courier – next working weekday delivery – £5.95
c) The courier charge covers up to five voucher packs or five envelopes to the same address
d) Orders of under 150 vouchers or less placed on Fridays after 4pm, or at any time on weekends or Bank Holidays, will be dispatched on the next standard working day. Orders over 150 can take up to two working days.
e) Deliveries are usually made at any time up to 5.30pm, but may be up to 9pm on particularly busy days before Christmas
f) No signature is required
8.7 Christmas deliveries. Last order dates, delivery times, opening hours and courier charges may change over the Christmas and New Year period. For more information on all seasonal variations please contact us at enquiries@motivates.co.uk
9. Prices
9.1 All prices displayed on our websites (against which our Lifestyle Vouchers can be redeemed) are maintained on a regular basis and are correct to the best of our knowledge when published.
9.2 In the rare event of an incorrect price, description, charge or discounted item, we reserve the right not to supply the item/s.
9.3 We will correct errors as soon as we are aware of them and contact customers directly to determine their wish to proceed with any affected order at the correct price/description. For customers we cannot contact, or those who do not wish to continue with the order at the correct price or correct description, we will cancel and refund or credit the price paid.
10. Charity Donations
10.1 We provide a facility for you to use your Lifestyle Vouchers to donate your Voucher value (in part or full) to a charity whom we have listed within the Sustainability & Charities category of The Lifestyle Voucher website.
10.2 We will deduct a processing fee of £1 (incl. VAT) from each individual donation, regardless of value.
10.3 Whilst we have established relationships with each of the charities that appear, we have no commercial, contractual or beneficial arrangements with them. We will, however, ensure that each donation, less the processing fee of £1 (incl. VAT), is paid to the charity as nominated within 28 days of the date that the donation is made.
11. Refunds
11.1 Refunds on unused Lifestyle Vouchers can be made within 14 days of purchase.
11.2 Refunds are always made to the person or business account that purchased the original voucher and will be issued in the form of a credit note or as credit to use on future Lifestyle purchases.
11.3 Refunds cannot be made if a Lifestyle Voucher has been redeemed against a third party voucher.
12. Cancellations
12.1 Once you have confirmed your choice of retailer and value to swap your Lifestyle Voucher for, changes or cancellations will not be possible.
12.2 Once you have swapped your Lifestyle Voucher, you will be bound by the third party retailer’s own terms and conditions regarding cancellations or changes.
13. Important Information
13.1 Some Lifestyle Voucher retailer redemption options are subject to restrictions such as specific validity periods, delivery formats or in store/online only redemption. This is out of our control at Motivates. However, we provide clear details for each retailer in each retailer’s Important Information section. We also provide a link to their full gift card terms and conditions (if they have an online link to their specific gift card terms).
13.2 Once you have confirmed your chosen retailer e-gift card, it is not possible to cancel if these restrictions cannot be met, so please check carefully.
14. Description and Availability
14.1 Information provided about each retailer listed on the Lifestyle Voucher is correct at the time of print. However, redemption options are all offered subject to availability and some details may change.
14.2 Current details are always available at www.thelifestylevoucher.co.uk.
14.3 If an option is listed as ‘Out of Stock’, please try again in the next few days, select an alternative value or select a different retailer.
15. Images
15.1 The images and logos used to illustrate Lifestyle Voucher options are used as an indication only and may vary.
16. Complaints
16.1 The Motivates Inc. Ltd Customer Services Team welcome your feedback on our Lifestyle Vouchers and our redemption process. Please email us on enquiries@thelifestylevoucher.co.uk
16.2 However, once Lifestyle Vouchers have been redeemed and swapped and you have successfully received a retailer’s own gift card/e-gift card, you are subject to their terms and conditions, so any complaints at this stage of the process are to be taken up directly with the retailer, not Motivates Inc. Ltd.
17. Data Protection & GDPR
17.1 On behalf of The Lifestyle Voucher, Motivates Inc. Ltd complies with each of the eight principles of the Data Protection Act 2018. Those principles require that data is:
· used fairly, lawfully and transparently
· used for specified, explicit purposes
· used in a way that is adequate, relevant and limited to only what is necessary
· accurate and, where necessary, kept up to date
· kept for no longer than is necessary
· handled in a way that ensures appropriate security, including protection against unlawful or unauthorised processing, access, loss, destruction or damage
18. Modern Slavery Policy
18.1 Our modern slavery policy can be found here.
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Motivates Inc. Ltd
3rd Floor, 3 Bath Place, London, EC2A 3DR
Company number 11319734
The Lifestyle Voucher is a registered trademark of Motivates Inc. Limited.