Qantas Assure Wellness Program - Terms and Conditions

Effective 31 October 2017

1. Introduction

1.1 The Wellness Rewards Program rewards Members with Qantas Points or Locked Qantas Points for being active and looking after their health through the completion of Activities.

1.2 These Terms and Conditions govern the Qantas Assure Wellness Rewards Program. They are intended to protect both Members and the Qantas Group. It is the Member's responsibility to read and understand them.

1.3 These Terms and Conditions are effective as at the date specified above and may be amended by Qantas from time to time.

1.4 By using the Qantas Assure App, you acknowledge that you have read and accepted these Terms and Conditions.

2. Definitions

2.1 Account means the record of a Member’s Membership, which is accessible online at qantas.com;

2.2 Accepted Payment Card means one of the credit cards, charge cards or debit cards (excluding any Qantas voucher or credit voucher) which a Member must use to make a payment, Qantas Cash®, or such other form of payment as approved by Qantas from time to time;

2.3 Anniversary Date of a Qantas Assure Product held by a Qantas Assure Eligible Member is the anniversary of the date when the product was first acquired by the Member;

2.4 Activity means any activity, challenge, assessment or promotion as advertised by Qantas for Members to complete in the Qantas Assure App in return for earning Qantas Points or accruing Locked Qantas Points as part of the Wellness Rewards Program;

2.5 Balance means the total Qantas Points that have been earned, or the total Locked Qantas Points that have been accrued, in the Qantas Assure App;

2.6 Completing an Activity (or Completion or Completed) means that a Member has completed an Activity in accordance with these Terms and Conditions and any other conditions advertised at the time of entry into the Activity;

2.7 Cooling Off Period has the same meaning as under the terms and conditions of the Eligible Qantas Assure Product;

2.8 Cap has the meaning set out in clause 9;

2.9 Device means a smartphone or any other device as determined by Qantas from time to time;

2.10 Eligible Qantas Assure Product means an insurance product that is notified by Qantas as an Eligible Qantas Assure Product from time to time and that Qantas has not suspended or removed from the Wellness Rewards Program or reclassified as not being an Eligible Qantas Assure Product;

2.11 Health Product means the health insurance product(s) notified by Qantas as an Eligible Qantas Assure Product from time to time;

2.12 Life Product(s) means the life insurance product(s) notified by Qantas as an Eligible Qantas Assure product from time to time;

2.13 Link or Linking means assigning a Tracking Device to the Qantas Assure App and syncing activity data with the Qantas Assure App;

2.14 Locked Qantas Points are accrued by Qantas Assure Wellness Members in accordance with these Terms and Conditions;

2.15 Partner means any association or entity which Qantas has contracted with to provide benefits to Members;

2.16 Primary Member means a Qantas Assure Eligible Member who is the holder of an Eligible Qantas Assure Product;

2.17 Member means a Qantas Assure Wellness Member or a Qantas Assure Eligible Member;

2.18 Membership means membership of Qantas Frequent Flyer;

2.19 Qantas means Qantas Airways Limited ABN 16 009 661 901;

2.20 Qantas Assure App means the Device application through which Members take part in the Wellness Rewards Program;

2.21 Qantas Assure Eligible Member means a member of Qantas Frequent Flyer who holds an Eligible Qantas Assure Product or, for Health Products only, any individual (over the age of 13) who is insured under that product. For clarity, only the Primary Member of a Travel and/or Life Product(s) is a Qantas Assure Eligible Member;

2.22 Qantas Assure Wellness Member means a member of Qantas Frequent Flyer, who joins the Qantas Assure Wellness Rewards Program by using the Qantas Assure App but who is not a Qantas Assure Eligible Member;

2.23 Qantas Frequent Flyer means the frequent flyer program operated by a Qantas Group Company;

2.24 Qantas Group means Qantas and its related bodies corporate;

2.25 Qantas Points means frequent flyer points awarded to Members in Qantas Frequent Flyer;

2.26 Terms and Conditions mean the provisions of this document;

2.27 Third Party Products or Services means any products or services that are not in the direct control of Qantas, including Tracking Devices, third party websites, apps, services and other resources;

2.28 Tracking Device means a physical activity tracker that can sense user movement and measure data such as number of steps walked, heart rate and other personal metrics;

2.29 Travel Product means the travel insurance product(s) notified by Qantas as an Eligible Qantas Assure Product from time to time;

2.30 Updates means software updates to the Qantas Assure App that are released periodically and need to be installed on a Member’s Device; and

2.31 Wellness Rewards Program means the Qantas Assure loyalty program that rewards Members for performing Activities.

3. Eligibility

3.1 Activities under the Wellness Rewards Program may be advertised by Qantas to be open for Completion by either or both of:

(i) Qantas Assure Wellness Members; and/or

(ii) Qantas Assure Eligible Members.

3.2 By Completing an Activity:

(i) Qantas Assure Wellness Members can accrue Locked Qantas Points, or, in certain circumstances as set out in these Terms and Conditions, earn Qantas Points; and

(ii) Qantas Assure Eligible Members can earn Qantas Points.

3.3 A Qantas Assure Wellness Member must:

(i) be 13 years of age or older;

(ii) have installed the Qantas Assure App and any Updates;

(iii) be able to monitor Activity through a Tracking Device.

3.4 In order to be eligible to earn Qantas Points by Completing an Activity, a Qantas Assure Eligible Member must:

(i) be 13 years of age or older;

(ii) have installed the Qantas Assure App and any Updates;

(iii) be able to monitor Activity through a Tracking Device; and

(iv) hold an Eligible Qantas Assure Product

4. Qantas Points and Locked Qantas Points – General

Number of points available for a challenge

4.1 The number of Locked Qantas Points or Qantas Points available for the Completion of an Activity will be the number communicated by Qantas at the time of entry into the Activity.

4.2 Qantas may change the Qantas Points or Locked Qantas Points available to be earned or accrued for an Activity at any time, without notice. This will not impact the Qantas Points earned or Locked Qantas Points accrued as part of successfully Completing an Activity commenced before this change.

4.3 Qantas may cancel or deduct any Qantas Points or Locked Qantas Points that have been awarded or recorded in error.

Your Qantas Assure Balance

4.4 Members can track how many Qantas Points they have earned or Locked Qantas Points they have accrued through the Qantas Assure App.

4.5 The Balance will display the total number of Qantas Points or Locked Qantas Points, as the case may be, a Member has earned or accrued through the Qantas Assure App since the Member’s first earn or accrual with Qantas Assure.

4.6 Qantas Assure Eligible Members can track how many Qantas Points have been credited to their Account by logging into their Account on qantas.com.

Qantas Assure products

4.7 Qantas may make the following changes to the Wellness Rewards Program at any time and without notice:

(i) add an insurance product;

(ii) classify an insurance product as an Eligible Qantas Assure Product;

(iii) suspend or remove an insurance product from the Wellness Rewards Program (permanently or temporarily); or

(iv) suspend or remove an insurance product from being an Eligible Qantas Assure Product (permanently or temporarily).

  • These changes will not impact the Qantas Points earned or Locked Qantas Points accrued before the change.
  • Qantas may restrict or limit access to the Qantas Assure App to only Qantas Assure Eligible Members at any time and without notice.

5. Earning Qantas Points

5.1 A Qantas Assure Eligible Member can earn Qantas Points by Completing an Activity.

a. When an Activity has been Completed, the Qantas Points are deemed to be earned and will be recorded in the Member’s Account.

b. Qantas Points earned through the Wellness Rewards Program will be recorded in the Member’s Account within 30 days of Completion of an Activity.

5.2 A Primary Member can earn Qantas Points for successful payments made by the Member using an Accepted Payment Card, bank account direct debit, or by redeeming Qantas Points through the Qantas Assure website for Qantas Assure insurance products.

5.3 If an Eligible Qantas Assure Product is suspended or removed from the Wellness Rewards Program, a Qantas Assure Eligible Member will not earn Qantas Points in respect of that product while it is suspended or removed from the Wellness Rewards Program, regardless of any other record of their Qantas Points.

5.4 Without limiting any other provision of these Terms and Conditions, from time to time, Qantas may, in its absolute discretion, permit a Qantas Assure Wellness Member to earn Qantas Points for Completing an Activity, even if the Qantas Assure Wellness Member is not the holder of an Eligible Qantas Assure Product. In such cases, Qantas may, at any time and in its absolute discretion, impose any limitations or conditions in connection with a Qantas Assure Wellness Member’s ability to earn Qantas Points, including (but not limited to):

(i) limiting the number of Qantas Points that can be earned by that Member in any given period;

(ii) limiting the rate by which a Qantas Assure Wellness Member can earn Qantas Points (which, for the avoidance of doubt, can be different to the rate at which a Qantas Assure Eligible Member can earn Qantas Points for Completing the same Activity); or

(iii) by immediate notice, extending or terminating the applicable period in which a Qantas Assure Wellness Member can earn Qantas Points without the requirement to hold an Eligible Qantas Assure Product.

6. Accruing Locked Qantas Points

6.1 A Qantas Assure Wellness Member will accrue Locked Qantas Points by Completing an Activity, unless Qantas stipulates otherwise. Qantas may, at any time:

(i) stop offering Locked Qantas Points through the Wellness Rewards Program; or

(ii) (to the extent that Qantas has allowed a Qantas Assure Wellness Member to earn Qantas Points in accordance with clause 5.4) stop offering Qantas Points to a Qantas Assure Wellness Member, and only offer such Members the ability to accrue Locked Qantas Points.

6.2 Locked Qantas Points will only be accrued within the Wellness Rewards Program and will not be converted to Qantas Points (or credited to the Member’s Account) unless the Qantas Assure Wellness Member takes out an Eligible Qantas Assure Product.

6.3 Subject to clause (6.4) Locked Qantas Points will expire after a period of 12 months since the Member last accrued a Locked Qantas Point.

6.4 Qantas can impose any other expiry period on Locked Qantas Points as part of the conditions advertised at the time of entry into an Activity.

7. Unlocking Locked Qantas Points

7.1 A Qantas Assure Eligible Member will begin to earn Qantas Points, instead of Locked Qantas Points, for each completed Activity, after Qantas is notified that a Qantas Assure Wellness Member has become a Qantas Assure Eligible Member.

7.2 If a Qantas Assure Wellness Member becomes a Qantas Assure Eligible Member, any Locked Qantas Points already accrued by that Qantas Assure Wellness Member (subject to clause 6.3) will be converted to Qantas Points, subject to the following limits:

a. up to 3,000 accrued Locked Qantas Points for every Health Product;

b. up to 3,000 accrued Locked Qantas Points for every Travel Product; and

c. up to 3,000 accrued Locked Qantas Points for a Life Product(s), acquired by the Qantas Assure Eligible Member.

7.3 Any Locked Qantas Points that have been converted to Qantas Points will appear in the Member’s Account as soon as possible after Qantas is notified that a Qantas Assure Wellness Member has become a Qantas Assure Eligible Member.

8 Points Multipliers in the Wellness Rewards Program

8.1 Subject to clause 8.2, Qantas Assure Eligible Members will earn the number of Qantas Points advertised in the Wellness Rewards Program for all Activities.

8.2 Subject to any conditions advertised at the time, Eligible Members who hold both a Health Product and Life Product(s) will earn double or standard number of points for an Activity as advertised in the Wellness Rewards Program. Unless otherwise advertised by Qantas, multipliers will not apply to ad-hoc promotions, or campaigns, or to partner offers.

9 Caps on earning Qantas Points

9.1 The caps set out in this section 9 (Caps) specify:

a. the total number of Qantas Points that can be earned for each Eligible Qantas Assure Product; and

b. the total number of Qantas Points that a Qantas Assure Eligible Member can earn in respect of any or several Eligible Qantas Assure Product(s).

9.2 Qantas Assure can change the Caps at any time without notice. This will not impact any Qantas Points earned before the change.

9.3 When the Cap has been reached for an Eligible Qantas Assure Product, the Qantas Assure Eligible Member will not earn Qantas Points for Activities to which the Cap applies until their next Anniversary Date, when the Cap will reset.

9.4 Unless expressly stated otherwise, any Cap applicable to a Qantas Assure Eligible Member or an Eligible Qantas Assure Product, as the case may be, will override the number of Qantas Points offered for Completion of an Activity.

9.5 Where available, if a Qantas Assure Eligible Member upgrades or downgrades to another Eligible Qantas Assure Product of the same type (e.g. one Health Product to another Health Product), the new Eligible Qantas Assure Product’s terms and Caps will apply from the date that new Eligible Qantas Assure Product was acquired by the Qantas Assure Eligible Member. In addition:

a. if the new Eligible Qantas Assure Product that was acquired by a Qantas Assure Eligible Member has a higher Cap which has not been reached, the Cap of the new Eligible Qantas Assure Product shall apply.

b. if the Qantas Points earned in respect of a Qantas Assure Eligible Product have already reached or exceeded the Cap on the new Eligible Qantas Assure Product, the Qantas Assure Eligible Members covered under that product will not earn Qantas Points until the Anniversary Date of their original Eligible Qantas Assure Product and Qantas reserves the right to cancel or deduct any Qantas Points earned over and above the new product’s Cap.

9.6 If a Member acquires an Eligible Qantas Assure Product (Second Eligible QAP) after the Member was previously named on another Eligible Qantas Assure Product of the same type (First Eligible QAP) then:

a. the Cap for the Second Eligible QAP will apply to any Qantas Points earned from the start date of the Second Eligible QAP; and

b. the Cap for the First Eligible QAP will apply to any Qantas Points earned before the start date of the Second Eligible QAP.

9.7 The Anniversary Date of an Eligible Qantas Assure Product does not change if the Eligible Qantas Assure Product is suspended.

9.8 If a Qantas Assure Eligible Member acquires more than one Eligible Qantas Assure Product, the Cap is the aggregate of each Cap applicable for each individual Eligible Qantas Assure Product.

10. Qantas Point Earn Caps

Caps applicable for Travel Products

  • The total number of Qantas Points that a Primary Member can earn for each Travel Product is 5,000.

Caps applicable for Life Products

  • The maximum number of Qantas Points in any year that can be earned through the App with a Qantas Assure Life product is:
    • if the monthly premium is less than $160, 10,000; or
    • if the monthly premium is $160 or more, 20,000.

Caps applicable for Health Products

Health Insurance Points Cap by Eligible Member



Combined Family Package Points Cap for Eligible Member



  • Caps are expressed in thousands and are per the specified Eligible Qantas Assure Product.
  • Caps apply to the number of Qantas Points each Qantas Assure Eligible Member may earn under a particular Eligible Qantas Assure Product.

Activity that falls within the Cap

  • All Activities under the Wellness Rewards Program are subject to the Caps unless Qantas advertises different Caps or eligibility requirements at the time of entry into an Activity
  • Any Qantas Points earned other than in relation to the Completion of an Activity, but which is still part of the Wellness Rewards Program will not be counted towards the Caps.

11. Points on Premium

11.1 The Primary Member will earn Qantas Points for each insurance premium payment made when paying via Direct Debit.

11.2 Qantas Points will be credited to the Primary Member’s Account within 6 weeks after payment is received.

11.3 The standard Qantas Point earn rate is 1 point per dollar of premium paid by direct payment or Points Plus Pay.

11.4 The number of Qantas Points a (Primary) member will receive on a Health and/or Life Product(s) premium is calculated at the time the Primary Member purchases the Eligible Qantas Assure Product based on the annual amount payable by the Primary Member including, in the case of a Health Product, any Lifetime Health Cover loading applied to the Health Product, but (in all cases) excluding any applicable government rebates applied to reduce the cost of the Eligible Qantas Assure Product.

11.5 If a Primary Member prepays their premium for an Eligible Qantas Assure Product and subsequently receives a refund of all or any part of the premium, Qantas may cancel or deduct any Qantas Points that were credited to the Member for the portion of the premium that is refunded.

12. Partners

12.1 Members may be able to earn Qantas Points with a Qantas Assure Wellness Rewards Program Partner from time to time.

12.2 Terms and conditions related to Partner Activity will be advised at the time of each specific Partner Activity.

13. Redeeming Qantas Points

13.1 Qantas Frequent Flyer members can redeem Qantas Points on Qantas Assure insurance products.

13.2 The number of Qantas Points required to redeem for Qantas Assure insurance products is published on the Qantas Assure website and is subject to change without notice.

13.3 Qantas Points will be deducted from a Member’s Account when they redeem Qantas Points on Qantas Assure insurance products.

13.4 The purchase of a Qantas Assure insurance product will not be finalised until Qantas Assure has confirmed that the Member has sufficient Qantas Points to redeem for the product, the Qantas Points have been deducted from the Member’s Account and any money portion of the transaction has been authorised by the relevant merchant bank.

13.5 If at the time that the Qantas Points are to be redeemed, the Member does not have sufficient Qantas Points all amounts payable will be deducted from the Member’s Accepted Payment Card or nominated bank account.

13.6 If a Qantas Assure insurance product is cancelled during the Cooling Off Period, the Qantas Points redeemed for that product will be refunded to that Member's Account and the amount paid for that product will be refunded to the Member’s Accepted Payment Card or nominated bank account

13.7 In the event that a Health and/or Life Product(s) is downgraded or cancelled post-Cooling Off Period, a pro-rata refund will be made for any remaining period past the date of downgrade or cancellation for which payment had been made.

13.8 Cash refunds will not be given for the portion of a premium amount that has been paid using Qantas Points and vice versa.

13.9 When a refund of the premium paid in respect of a Qantas Assure insurance product becomes payable in any scenario (except for cancellation of the cover by the Member within the Cooling Off Period), such as for a Qantas Assure insurance product downgrade or adjustment, the refund will be paid in cash up to the total cash paid, prior to any refund of Qantas Points.

14. Tracking Activity

14.1 Members must Link a compatible Tracking Device with the Wellness Rewards Program in order to record their Activity.

14.2 The Wellness Rewards Program offer can differ due to the Device or Tracking Device the Member uses and/or what version of the Qantas Assure App has been downloaded.

14.3 Qantas is not responsible for any Third-Party Products or Services, including for the accuracy, reliability, effectiveness, or correct use of information Members receive through Third Party Products or Services, or for any associated costs, all of which are the responsibility of the Member.

14.4 Members are responsible for reading and agreeing to any terms and conditions that apply to the use of Third-Party Products or Services.

14.5 Members can only accrue Locked Qantas Points or earn Qantas Points, as applicable, in line with the Qantas Assure App available for their Device which may differ between users.

14.6 Members must ensure that they are using the current version of the Qantas Assure App in order to accrue Locked Qantas Points or earn Qantas Points.

14.7 If a Member has Linked more than one Tracking Device to the Qantas Assure App at any given time, the data used to assess progress towards an Activity will be only that Linked from the Tracking Device that measured highest for that Activity.

15. General

Interpretation

  • In these Terms and Conditions, unless the contrary intention appears:

(a) the singular includes the plural and vice versa;

(b) dollars or '$' means Australian dollars;

(c) unless otherwise stated, all dollar amounts include any applicable GST;

(d) dates or times are Universal Time Code (or GMT) dates or times;

(e) a reference to 'include' or 'including' means 'including but not limited to';

(f) a definition of a capitalised word applies to all grammatical forms of the capitalised word. For example, the definition of “Completing” applies to Complete, Completes, Completed and Completion.

Personal Information

  • Each Member consents to Qantas collecting, using and disclosing any personal information including health and wellness information submitted by the Member through joining or use of the Wellness Rewards Program or collected by Qantas through the Tracking Device or the Qantas Assure App. Qantas will manage the personal information of Members in accordance with applicable privacy laws. Members may contact Qantas about their personal information by completing the form located at qantas.com/privacy questions or by writing to Qantas Customer Care, Qantas Airways Limited, 10 Bourke Road, Mascot NSW 2020 Australia.
  • Qantas may use and disclose Members’ personal information to Partners and any other person (including related bodies corporate, agents and contractors) for the purposes of:

(i) Qantas or any of its related bodies corporate, providing products or services, including the awarding of Qantas Points to Members;

(ii) Qantas or any of its related bodies corporate improving customer service, including by means of research, marketing, product development and planning;

(iii) Qantas marketing its products or services or the products or services of third parties; and

(iv) any third party providing services to Qantas, any of its related bodies corporate or Members in connection with the administration of Qantas Assure or the Qantas Frequent Flyer program.

  • If all or any part of the requested information is not provided by the Member or if the Member does not give the consent referred to above, the services provided to that Member by Qantas may be affected.
  • On request by a Member, Qantas will provide that Member with access to and the ability to correct their personal information held by Qantas unless Qantas is required or permitted by law to refuse that access or correction. Only the Member named on the account will be entitled to access their Membership information. However, Qantas does comply with validly served and executed court orders and subpoenas and cooperates with investigations by State, Federal and international agencies. Under those circumstances or where otherwise required by law, a Member's account information may be shared with others with or without that Member's knowledge or consent. Qantas’s Privacy Policy [http://www.qantas.com/travel/airlines/privacy/global/en] contains more information about how Qantas manages personal information and about how Members may access and seek correction of the personal information that Qantas hold about them.
  • Qantas’s Privacy Policy [http://www.qantas.com./travel/airlines/privacy/global/en] also contains information about how Members may complaint about a breach of their privacy and about how Qantas will deal with such a complaint.
  • Qantas may disclose Member’s personal information to data processors (including operators of global travel distribution systems), customer service providers and managers of our products or services located overseas. The countries in which these third parties are located include the United Kingdom, the United States, the Philippines (only in respect of the Qantas Frequent Flyer toolbar) and Germany.
  • This clause survives the termination of these Terms and Conditions and the termination or suspension of Qantas Assure.

Limitation of Liability

  • Qantas acknowledges that certain laws imply terms, conditions or warranties into contracts for the supply of goods or services that cannot be excluded. For example, for consumers, services come with non-excludable warranties under consumer protection legislation that they will be provided with due care and skill and be reasonably fit for their purpose. This Limitation of Liability clause is not intended to exclude or restrict the application of such laws.
  • Subject to any applicable consumer protection legislation, the Qantas Group and any of their officers, employees, consultants, contractors or agents are not liable for any Loss:
    • arising under or in connection with these Terms and Conditions or the Qantas Assure Wellness Rewards Program or Qantas Frequent Flyer, including, without limitation, any changes to the Terms and Conditions, changes to the Qantas Assure Wellness Rewards Program or changes to Qantas Frequent Flyer, except to the extent that such Loss arises from the gross negligence or wilful misconduct of a Qantas Group company, or any of its officers, employees, consultants, contractors or agents; or
    • not notified to Qantas within 36 months of the Loss arising.
  • The Wellness Rewards Program is not intended to diagnose, treat, cure, or prevent any disease. If you have a medical or heart condition, consult your doctor before using the Wellness Rewards Program, engaging in an exercise program or changing your diet. If you experience a medical emergency, stop using the Wellness Rewards Program and consult with a medical professional. We are not responsible for any health problems that may result from training programs, consultations, products, or events you learn about through the Wellness Rewards Program. If you engage in any exercise program you receive or learn about through the Wellness Rewards Program you agree that you do so at your own risk and are voluntarily participating in these activities.

Benefit of third party

  • Qantas holds the rights under these Terms and Conditions expressed to be for the Qantas Group as agent of and trustee for every member of the Qantas Group, and every member of the Qantas Group must be treated to this extent as a party to these Terms and Conditions.

Severability

  • If any provision in these Terms and Conditions is unenforceable, illegal or void or makes these Terms and Conditions or any part of them unenforceable, illegal or void, then that provision is severed and the rest of these Terms and Conditions remain in force.

Governing Law

  • The law of New South Wales governs these Terms and Conditions.
  • The parties submit to the exclusive jurisdiction of the courts of New South Wales.

16. You Agree to Receive Alerts and Notifications

As part of your use of the Wellness Rewards Program, you may receive notifications, text messages, alerts, or emails. You agree to the receipt of these communications. You can control receipt of non-service related communications from your account settings.