Terms & Conditions

Welcome to Virgin Red!  If you're reading this document (our “T&Cs”), we hope that you either want to become a member or are already a member of the Virgin Red membership and rewards programme (“Virgin Red” for short).  

Our agreement. These T&Cs set out the agreement between you and us and form the basis of your membership with Virgin Red. They explain how you can earn and spend your Virgin Points with us and our fantastic partners. Take a moment to read these T&Cs carefully because when you join Virgin Red, you're giving us a thumbs-up that you've read, understood, and agreed to follow these T&Cs. 

Got Questions? We're here to help. We've worked hard to keep these T&Cs as clear and friendly as possible. If anything's not crystal clear or you have any burning questions, just ping us a message at membersupport@virgin.com 

You can also write to us at Virgin Red Support, Virgin Red Limited, Whitfeld Studios, 50A Charlotte Street, London, W1T 2NS. 

Virgin Red is operated by Virgin Red Limited. Our company is located at Whitfield Studios, 50A Charlotte Street, London, W1T 2NS. Our company number is 11490861 and our VAT number is (GB) 425216184. 

Oh, and guess what? We also manage the fabulous Virgin.com website and Virgin ID. You can find more details about that in our Virgin ID and Web Terms of Use

The Nitty-Gritty: These T&Cs include a few limitations on our responsibilities and liability related to Virgin Red. You'll find all the details in Section 19.  

Now that you've got the lowdown, let's dive into the exciting world of Virgin Red together. Welcome aboard! 

Let's talk about what it takes to join the club. 

Who can join: Virgin Red is open to individuals who are 18 years or older and live in the United Kingdom, the 50 United States, including D.C., or the U.S. Territories. Sorry folks, no companies or business entities allowed. 

How to apply: Ready to join? You can apply to become a member through the Virgin Red app and website or via other methods we may make available from time to time, including methods that might be available in our partners’ channels, platforms or mediums (together, the “Virgin Red Platform”). To get started, we'll need some basic info from you, including:  

(i) your country of residence; 

(ii)  your first and last names (just like on your passport); 

(iii)  email address; 

(iv)  mobile number; 

(v)  postcode or zipcode;

(vi) your date of birth.

We might ask for more details from time to time to help us administer your membership smoothly. 

One is enough: You can only have one Virgin Red account per person. No sneaky business with multiple email addresses or phone numbers, OK? You cannot provide more than one email address and the same email address or telephone number cannot be registered to more than one Virgin Red account.  

We'll assign you a unique account and a special membership ID if your application is accepted.  

Our rules, our call: We have the final say on accepting or rejecting membership applications. For instance, if someone doesn't meet our membership requirements (explained in this section), we might have to say cheerio for now.  

Changing your details: If you need to update your account details, just follow the instructions in the "Account" section of our app or website. 

Multiple accounts: If one person ends up with multiple accounts, we reserve the right to do a little account magic, either by combining them or deleting one of the accounts. Also, any Virgin Points will be transferred to a single account, minus any duplicates or points earned from the same activity. 

Keep us in the loop: It's important to keep us in the know. If you're not eligible to earn Virgin Points or any other benefits as a Virgin Red member for any reason (including under any laws, gift or incentive policies that apply to you), or if there's been a mistake with your account, please let us know promptly. We want everything to be fair and square. 

Say hello to Virgin ID: When you create your Virgin Red account, you'll also be allocated a Virgin ID. If you're curious about the details, check out our Virgin ID and Web Terms of Use.

Your personal information matters: We value the personal information you share with us, and it's our duty to keep it safe and sound. Feel free to explore our Virgin Red Privacy Policy for all the details. Rest assured, we'll only use your personal information as outlined in the policy or in accordance with any permissions you grant us. If you let us know that you don't want any marketing information from us or to be contacted by us for promotional purposes related to Virgin Red and/or our partners, we'll respect your wish. We'll also pass on any relevant request to our partners, although we can't take responsibility for their compliance with the request. 

Keeping things up-to-date: Life changes, we get it. If any of  the information we hold about you changes, please let us know by emailing membersupport@virgin.com or writing to us at Virgin Red Support, Virgin Red Limited, Whitfield Studios, 50A Charlotte Street, London, W1T 2NS. Oh, and if we ask for proof of the changes (like a name change certificate), please kindly provide it. We'll contact you at the email address registered to your account, so please double-check that it's up to date. 

Let's talk about the exciting world of earning Virgin Points! But first things first, to earn and spend these points, you have to be a member of Virgin Red with a Virgin Red account. There is an exception to this though: if you're part of the Virgin Atlantic Flying Club, you can earn and use Virgin Points there, too. Sweet! 

From February 8, 2021, new Flying Club members who live in the UK, the 50 United States, or D.C. and are 18 or older will automatically join Virgin Red at the same time as joining Flying Club. You’ll have a shared points balance across both programmes, giving you more ways to earn and spend points. 

If you're earning Virgin Points through Flying Club, check out the details in the Virgin Atlantic Flying Club Terms and Conditions to see how you can earn and spend Virgin Points. 

Now, let's get down to business. Once you're a member of Virgin Red, the point-earning extravaganza begins! There are loads of ways to earn Virgin Points. For example:  

• by using and/or buying goods and services supplied by us or our partners

• winning games or prize draws

• converting your points from other loyalty programs into Virgin Points 

• buying Virgin Points through the offer tile on the Virgin Red Platform or having Virgin Points gifted or transferred to you by another Virgin Red member (you lucky thing!) 

But remember, you can only earn Virgin Points on products or services you've purchased or taken up (no returns or cancellations, folks).  

Sometimes, certain offers or earn rates might be exclusive to specific members, so keep an eye on the terms of each offer. 

Our partners. Our fantastic partners will let you know what information they need from you to make sure you get your Virgin Points. This could be things like your name, Virgin Red membership ID, address and other information. Usually, each partner will have their own terms and conditions that apply when you’re earning Virgin Points (in addition to these T&Cs), so look out for those when you're dealing with partners. Please note that certain offers and rewards are location specific so please check these partner terms and conditions before proceeding with any offer or reward.

When will I get my Virgin Points? Well, it depends on the activity. Sometimes, you'll get them right after you pay for something, like a bottle of wine. Other times, you'll receive them once you've actually done the activity, like taking a flight. For example, if you book a reward flight with our partner, Virgin Atlantic, you'll only receive your Virgin Points after you've flown. And in some cases, points will only be awarded once the return window for goods has closed. We'll usually let you know the time it will take to receive your points in the terms and conditions for each specific offer. 

I can’t see my Virgin Points!   Uh-oh, can't spot your Virgin Points? Don't fret! Check out our FAQ's section on ‘Missing Virgin Points’ to see if we've got the information you need before reaching out. The time it takes to credit your points can vary depending on our partners. If you still have a query or need to claim missing points, drop us a line at membersupport@virgin.com within six (6) months from the date you think you should've earned those points. We'll play detective and investigate for you. Just make sure you save any evidence of your Virgin Points entitlement until they magically appear in your account. 

Mistakes. If by any chance we accidentally credited you some points in error, we have the right to deduct those points at any time. We also reserve the right to cancel any orders or bookings made with Virgin Points that were incorrectly credited to you. Oopsie-daisy! 

Codes and discounts. We may hook you up with some special deals through codes or discounts. These offers might come with their own set of terms and they may require you to do a specific activity within a certain timeframe. Just remember, you can only redeem a special offer once, no matter how many times you try (unless we tell you otherwise). Keep an eye out for any other conditions that may come with these offers. 

Offer codes will usually only be valid for a limited time period, unless we say otherwise. We'll be the ones keeping track of when an offer starts and ends, not any external timekeeper. If we find that you didn't take all the necessary steps to qualify for a special offer or if you tried to apply for an offer using methods that go against the special offer rules or these T&Cs, we might not be able to award you that special offer.  

Partner offers, codes and discounts. Normally, when you're earning or spending Virgin Points on goods or services, this can't be combined with other promotional offers. That means no mixing and matching with discount coupons or codes, free travel certificates, premium offers, or other shiny promotions offered by our partners or other third parties. Make sure to check out the Virgin Red Platform and our partners' websites for the full terms that apply to earning or spending Virgin Points on specific goods or services, including any geographical restrictions.

Ah, the thrill of spending your hard-earned Virgin Points! We've laid out all the amazing ways you can spend Virgin Points on the Virgin Red Platforms. But before you can start splurging, make sure those Virgin Points have landed in your account – you can’t spend pending points.  

Also, some offers or redemption rates may be exclusively available to certain members or subject to geographical restrictions, so always check the offer terms for the inside scoop. 

Only you can spend Virgin Points.  When it comes to spending your Virgin Points, you hold the power. Only you can decide when to spend them and claim those amazing rewards. We get it, sometimes you want to treat your pals too. If possible, we'll send rewards to a third party at your request, but please keep in mind that rewards are usually non-transferable.  

Transferring Virgin Points.  If you want to spread the Virgin Points love, you can pay to transfer Virgin Points to other Virgin Red members. Check out the offer tile on the Virgin Red Platform for all the details.  

Purchasing and Gifting Virgin Points.  As a member of Virgin Red, you can pay to purchase Virgin Points for yourself or (if you’re feeling especially generous) for other Virgin Red members.  Check out the offer tiles on the Virgin Red Platform for all the details. 

No cash value. While Virgin Points can unlock some incredible experiences, they're not the same as cash. Virgin Points have no cash value and are not directly exchangeable under any circumstances for cash. They cannot be sold, bartered or otherwise transferred to any third parties except in the limited circumstances we’ve set out in these T&Cs. 

Show me the rewards.  We've got some amazing rewards you can spend your Virgin Points on. You can see the rewards on the Virgin Red Platform or via other methods we might use to communicate these exciting offers to you from time to time. We're all about making it easy to discover the rewards you can bag with your Virgin Points. 

Reward terms and conditions. Now, hold your horses, because along with these T&Cs, each reward usually comes with its own set of terms and conditions. This includes the terms and conditions of our partners who supply rewards to you. In some cases, there may be additional charges that apply when you spend Virgin Points on a reward (see Section 8, ‘Taxes and Charges’ below). Don’t worry - we'll explain all the details, including those charges, and you’ll need to agree to them before you claim your reward. 

Redemption rate. The number of Virgin Points you'll need for each reward is published on the Virgin Red Platform or by the reward provider. For example, if you're booking a flight with our friends at Virgin Atlantic, they'll let you know the final number of Virgin Points required based on factors like travel route, dates, and class. Keep in mind that the points rate may change from time to time.  

Reward availability and requirements. No matter how much we want to, we can't guarantee that every reward or reward level will be up for grabs at all times. All rewards are advertised subject to change and/or availability (for example, we or our partners may run out of stock or we or our partners may be unable to meet the delivery requirements).  There may also be blackout dates when a reward isn't available. Sometimes, certain rewards are exclusive to specific countries or regions, so if you're not a resident, we or our partners might have to decline to issue you the reward. Age restrictions can also apply, and we or our partners may refuse to deliver rewards to you if we don’t believe that you meet the age requirement. Some rewards might require you to become a member of a partner's program to earn and spend those Virgin Points (for example, you have to be a member of Virgin Atlantic Flying Club to earn and spend Virgin Points on flights). It's all about being in the club! 

Reward confirmation.  When you spend those precious Virgin Points, we'll send you an acknowledgment of your order. But remember, your reward isn't officially confirmed until you receive a confirmation in writing from us or the partner providing the reward. Once the reward is delivered to you, the responsibility is yours. Take good care of it because we can't promise a replacement if a reward goes missing or you miss an experience. Oh, and if you don't use a reward, our partner could cancel it. No refunds or re-credited points will be coming your way in these circumstances, so make sure you don’t let your rewards go to waste! 

Vouchers and codes. If you've bagged a voucher or code using your Virgin Points (for example, a QR code for a hot drink), you'll find it in your reward confirmation email or your trusty Virgin Red account. When you choose a voucher, code or similar reward, you're requesting immediate delivery of the reward. That means no changing your mind or cancelling within any statutory cooling off period unless we've expressly said otherwise. Keep in mind that our partners might have their own terms and conditions when it comes to using vouchers or codes to receive the relevant partner reward.  

Do I need insurance?  Last but not least, insurance. While we'd love to include insurance with every reward (like that trip to New York – you lucky thing!), it's usually not part of the reward. So, it's up to you to arrange any necessary coverage. And don't forget to check how participating in an activity or offer might affect your existing insurance policies, like personal accident and life insurance.  

Hold on tight because we're about to dip into the world of taxes and charges. Yep, they're a part of the deal when it comes to certain rewards. For instance, when you use your Virgin Points to book a flight, you'll still need to pay for passenger taxes, fees, charges, and carrier-imposed surcharges for each passenger. Always double-check the terms and conditions specific to your reward for all the details and any additional charges.  

In addition, there might be other taxes imposed by governments, authorities, or even our partners that you have to pay when you redeem Virgin Points on a reward. For example, local government taxes might apply to hotel stays.  

Heads up: you might also need to make disclosures to third parties, such as the party who paid for the goods or services that you earned Virgin Points on.  

All taxes are your responsibility and must be paid to receive your well-deserved reward. Just keep in mind that the level of taxes, fees, charges, and surcharges can change without notice. We won't be liable for any taxes, duties, or charges in connection with the issuance of Virgin Points or other membership benefits. 

The rules for cancelling or returning a reward depend on the type of reward and who's supplying it.  

On the Virgin Red Platform, rewards come from various sources. You'll see rewards provided by us (Virgin Red) and our partners, including both Virgin partners (like Virgin Wines or Virgin Experience Days) and non-Virgin partners (think John Lewis & Partners or Just Eat). You can easily spot who's providing a reward by looking at the logo on the reward tile and the company whose terms and conditions are stated to apply.  

Now, in general, you might have the right to cancel a reward in accordance with your legal rights if you've had a change of heart. But there might be some restrictions depending on the type of reward. For example, accommodation bookings and QR codes are usually non-cancellable.  

If the reward you receive is faulty, you might be entitled to a replacement, repair, or refund. Check out the ‘Your Consumer Rights’ section below for details.   

How do I cancel or return rewards supplied by Virgin Red?  If you need to cancel or return a reward that we, Virgin Red, directly provided (not one from our partners), ping us an email at membersupport@virgin.com. Once we confirm that you're eligible for a return, you'll need to send the reward back to us within 14 days. Here's the address: Virgin Red Support, Virgin Red Limited, Whitfield Studios, 50A Charlotte Street, London, W1T 2NS. Keep in mind, if you change your mind, you're responsible for the cost of postage. And remember, not all reward are eligible for a return and refund (such as QR codes). 

What happens once I have cancelled / returned a reward supplied by Virgin Red?  Depending on the circumstances of the return, we may repair or replace a reward that has been supplied by us. If this is not possible, we will refund you (using the same method you used to pay for the original transaction) or, if you used Virgin Points, we will credit the Virgin Points to your Virgin Red account. We will issue any refunds or credits within 14 days of the date you cancel (or return) a reward to us.  

If you’ve handled the goods in a way that reduces their value (for example, if they would not be accepted if you were returning them to a shop), we may reduce the Virgin Points we credit to your account (or reduce your refund) to reflect this reduction in the value. 

How do I cancel a purchase of Virgin Points made through the Virgin Red Platform?  I’ve you’ve changed your mind, you can cancel a points purchase as long as none of the purchased points have been redeemed. Just email us at membersupport@virgin.com within 14 days of the purchase to let us know you want to cancel it.

How do I cancel or return rewards supplied by a Virgin Red partner?  Now, when it comes to returning a reward supplied by one of our partners, whether they're a Virgin company or not, things work a little differently. Our partner's terms and conditions take the lead here. They'll determine if you can cancel or return the reward and guide you through the process. If you encounter any hiccups, don't fret! We'll do our best to assist you, but remember, you'll need to reach out to the partner directly since they're the ones providing the reward. 

Cancellation fees.  Oh, and speaking of cancellations, there might be situations where cancellation charges apply. This usually happens when our partners have already incurred costs that can't be recovered. Make sure to give those terms and conditions a thorough read to fully understand your cancellation rights and any refund options. 

Lost in the post?  If your reward gets lost, stolen, or destroyed before it reaches you, we'll do our best to look into this for you. However, if the reward is from one of our partners, they'll take the lead in investigating and their own terms and conditions will apply.  

Your consumer rights.  Remember, as a consumer, you may have legal rights to cancel orders or to get a refund or replacement of rewards. If you're a UK resident, you can find out more information online, including at www.citizensadvice.org.uk. 

We're all about keeping things fair and square, so if you ever need assistance with cancellations or returns, just reach out. We've got your back! 

Our partners will change.   The Virgin Red programme is constantly evolving and our partners will change from time to time. It's important to understand that we can't control a partner's decision to leave Virgin Red or make changes to their terms of business or how they supply their goods or services. That means we can't promise that any specific partner will always be part of Virgin Red or that you'll be able to earn and spend Virgin Points with them. As much as we would like to, we also can't guarantee that every method of earning Virgin Points or spending them will be available all the time and we can't promise that the fees that may apply to a reward (such as a booking fee) will always be the same. The number of Virgin Points you need for a reward may also change from time to time.  

What happens if a partner leaves Virgin Red? If a partner leaves Virgin Red, we won't be able to offer any compensation or substitute rewards. However, we'll make sure to honour any Virgin Points that were allocated and reported by that partner before they said goodbye. But if a departing partner forgets to issue Virgin Points, notify us about them, or provide you with a specific reward, we are not responsible for that. It's beyond our control. 

Good news!  When it comes to using your Virgin Points, there's no rush as points never expire. As long as you're a member of Virgin Red, have a Virgin Red account, and (of course) as long as we're still operating the Virgin Red programme, those points are yours to keep and spend as you like. 

Take a look at the sections below called 'Account closure' and 'Virgin Red Programme Closure.' They lay out the situations where we might need to deactivate your account, which means you won't be able to earn or spend Virgin Points anymore. They also explain some rare cases when we might have to make the call to close down the Virgin Red programme.  

We've got some exciting stuff lined up for you – promotions, competitions, and prize draws! Woohoo! When it comes to promotions, we, Virgin Red Limited, located at Whitfield Studios, 50A Charlotte Street, W1T 2NS, will be the promoter, unless we tell you otherwise.  

This section contains our 'Competition and Prize Draw General Terms' that apply to all our promotions on the Virgin Red Platform. Each individual promotion may have additional terms specific to it. If there's ever a conflict between the general terms and the specific ones, the specific terms take priority. And just a heads-up, these promotions are void where prohibited, so keep that in mind. 

Before you let the excitement take over, there are a few requirements you need to meet to enter a promotion. You must be: 

(i) a resident in the UK, the 50 United States or D.C. or the U.S. Territories

(ii) 18 years or older (sorry kids!)

(iii) able to enter into a legally binding contract  

(iv) a member of Virgin Red, in good standing, both when you enter the promotion and when you snag that amazing prize.  

Oh, and we might need proof of your identity and age, just so we're all on the same page. If you can't provide them, we might have to give your participation a rain check. 

Now, let's get to the fun part – entering the promotions! All entries must be made directly by the person entering the promotion, following the instructions we provide. We're all about fair play, so any entries made using automated devices, scripts or macro will be void. And remember, once the end date mentioned in the promotion information rolls around, no more entries will be allowed.  

It's one entry per person, unless we state otherwise. If it’s a prize draw, your chances of winning depend on the number of eligible entries we receive. It's all about luck! 

While we're on the subject, we can't take responsibility for entries that don't make it to us due to reasons outside our control. We're talking about errors, omissions, pesky bugs, interruptions, deletions, defects, delays in operation or transmission, communication line failure, theft, destruction, alteration of or unauthorised access to entries, or entries lost or delayed whether or not arising during operation or transmission as a result of server functions, virus, or any other sneaky causes outside our control that mess with the entry process.  

If you're an employee of the Virgin group, you can join in the fun too, except for any employees (and their families), agents, or third parties who are directly connected to the administration of the promotion. 

For competitions, the winners will be handpicked by the promoter, following the criteria mentioned in the promotion information. And for prize draws, we'll be selecting winners randomly in the presence of an independent person or via a random computer process. No funny business!  

Now, let's fast forward to the exciting moment – the winner announcement! We'll notify the lucky winner by email using their registered email address or another method specified in the promotion information. We'll do our best to get in touch within 28 days after the closing date (unless we say otherwise).  

If we can't reach the winner or they don't claim their prize within 14 days of our first attempt, we reserve the right to withdraw the prize and offer it to another entrant.  

Winners, get ready to receive your prizes! Allow at least 28 days for delivery once you've accepted the prize and given us (our agent or the partner providing the prize) all the correct contact and delivery details. We're not responsible if the prize gets lost, damaged, or takes a detour in the post or for any delay by third parties where this is due to reasons outside our control.   

If the prize is an experience or an event, we'll give you all the details in the promotion information. If it's Virgin Points, we'll hook you up with a voucher code to credit the points to your account. Just remember, you have to use that voucher code within 6 weeks, or those Virgin Points will be history. 

Any costs like taxes, insurance, transfers, spending money and other expenses (think meals, upgrades, and other personal expenses) are the winner's responsibility, unless we specifically say otherwise.  

We might ask the winner if they're cool with us using their name, county/state, and image in our publicity material. But don't worry, we'll handle any personal data with care, in line with our Privacy Policy and the UK's data protection laws. If you're curious about who won, we might publish the winner's first name and county/state on one of our channels or you can get in touch 28 days after the closing date at membersupport@virgin.com

By entering a promotion, you're giving us (that includes our group companies and partners) the green light to edit, publish, and use your entry in all sorts of media in perpetuity. It could be for promotional and marketing purposes, both commercial and non-commercial, and anywhere worldwide. There won’t be any payment for this, so make sure you’re ok with this before you enter the promotion. 

Bear in mind - there are no cash alternatives to any prizes. The prizes are not transferable or redeemable for cash, and they're subject to availability. We might even swap out a prize for another of equal value if we have to. And hey, if we're giving out multiple prizes, each entrant gets only one. Sharing is caring, after all! 

Last but not least, we've got the power to cancel or make changes to a promotion if it's unavoidable, at our discretion. We'll let you know as soon as possible if anything like that happens.  

And here's the deal – our decision on all things related to the promotion is final. No debates or arguments, folks! By entering a promotion, you're agreeing to play by these rules. And hey, if any third party messes up and gives you the wrong prize information, that's not on us. We're only responsible for our own actions. 

So, there you have it! No entry fee, no purchase necessary unless we say otherwise. Just follow the entry instructions, keep an eye on the deadlines, and cross your fingers for some fantastic prizes! 

Viewing your account.  You can view your account information online via the Virgin Red Platform

Viewing your account.  You can view your account information online on the Virgin Red Platform. 

Account security.   Keeping your account secure is our top priority. So, make sure to guard those account details carefully and don't go sharing them with anyone else. If you suspect someone has gotten into your account without permission, please let us know immediately. Unless you tell us otherwise in writing, we'll assume that anyone using your details to access your account is either you or a third-party authorized by you. Bear in mind, we won't be liable if you willingly or accidentally hand over your account details to a third party.  

Investigations.  Speaking of security, we’re always on the lookout for any funny business. If we suspect fraud, misconduct, or legal violations, we won't hesitate to investigate and take legal action if needed. We'll be counting on your cooperation so, if we ask for information to help in our investigations, kindly lend us a hand.  

Fraud. If we reasonably suspect any fraud, or if you've breached our T&Cs or any other restrictions, we might put a hold on issuing Virgin Points or processing reward redemptions.  

Performing checks on accounts. We want to keep all member information secure and for Virgin Red to be a fair and transparent programme. So, we reserve the right to perform checks and audits on member accounts at any time without prior notice. If we find any actual or suspected discrepancies or violations of the T&Cs, we may suspend your ability to earn and spend Virgin Points until the matter has been resolved.  

Oh, and remember, if you violate the T&Cs (or if we suspect you did), we have the right to make changes, modifications, or even suspend or terminate your membership with immediate effect. We'll give you a reasonable heads-up, but it means your right to earn and/or spend Virgin Points may be altered or terminated. This includes your ability to earn and spend Virgin Points with any partner or third-party programme, like Virgin Atlantic Flying Club. So, keep that in mind and play by the rules! You can read more details about this in the ‘Account Closure’ section below. 

Transferring Virgin Points from a deceased member.  If you want to transfer Virgin Points from a deceased member to another Virgin Red account, we'll need a few things from you:  

• a copy of the death certificate

• a copy of the deceased member’s will showing that you're the lawful beneficiary of the Virgin Points  

• confirmation that the requested transfer is undisputed  

Once we've completed the transfer, the deceased member's account will be closed.  

Linking accounts. We might offer you the option to link your accounts. That means you can combine your Virgin Points from other places (like your Virgin Atlantic Flying Club account or your account with a partner programme) with your Virgin Red account balance. If we provide this option, we'll give you all the details on how to do it. And once your accounts are linked, you’ll be able to see your Virgin Points as a single balance when you log into Virgin Red, Flying Club, or any linked partner program. To make the linking happen, we'll need to share your information with the relevant third party, and they'll share information with us, too. All data transfers will be done in line with our Privacy Policy. Just keep in mind that once you've linked your accounts, they can't be unlinked. But hey, you always have the option to cancel your Virgin Red account if you need to. We'll explain how in section 16 below. 

What happens if I don’t actively participate in the Virgin Red programme?  As long as you're a member with an account, you will continue to be able to earn and spend Virgin Points. There's no rush to use them up as points never expire.  However, we want to make sure that we don’t hold onto information about you unnecessarily if you haven't interacted with our program for a long stretch of time. You can find all the details about how we handle your data in the Virgin Red Privacy Policy.

Sometimes things change.  We're constantly working behind the scenes to bring you the best experience with Virgin Red. We're all about improving and adding new features to make the program even better for our members. There are also times when changes may be necessary to ensure security, meet legal requirements, for commercial reasons or to keep up with the ever-evolving world of Virgin Red and our other businesses. 

As a result, every now and then, we might need to tweak, replace, or temporarily pause certain aspects of Virgin Red. And you guessed it, that means our Terms and Conditions may need a little update too. 

But don't worry, we've got your back! If we make any significant changes that could affect you, we always do our best to give you a heads-up via the Virgin Red Platform. And remember, the latest version of our T&Cs will always be the version available on our website. 

If you keep participating in Virgin Red after we've made those changes, we'll assume you accept the updated terms. But hey, if you're not on board with the changes we make to the programme or our T&Cs, you can cancel your membership at any time. Just reach out to us and we'll take care of it.

Closing your account means you can no longer use Virgin Points.  If you cancel your account or if we have to terminate it for any reason (which we hope won't happen), any unused Virgin Points you have left will sadly be automatically forfeited and you won’t be able to use them anymore. 

Account closure by us.   Now, here's the deal on account closure from our side. We want to keep things fair and ensure a safe and positive experience for all. So, we reserve the right to make some tough calls. If we suspect any fishy business like fraudulent, dishonest, or suspicious activity that could harm our members, the Virgin Red Platform, our partners, or anyone else, we might have to take action. This includes changing, suspending or cancelling your membership and withdrawing any Virgin Points earned as a result of dodgy activity. 

Here are some examples of what we consider no-nos: 

• Trying to earn Virgin Points by knowingly giving us incorrect information.  

• Attempting to claim Virgin Points for activities you're not eligible for or already tried to claim. Double dipping? Not cool. 

• Using stolen or fake tickets or other shady documentation. Let's keep things legit, shall we? 

• Not following these T&Cs or the general terms and conditions of our lovely partners participating in Virgin Red. It's all about playing fair. 

• Misusing the services and/or benefits we provide to members.  

• Being aggressive, threatening, abusive or using rude behavior with our valued staff, agents or partners' staff.  

• Oh, and no selling, bartering, or auctioning off rewards or Virgin Points, including selling points to third party points aggregator sites. Points are meant for you and you alone! 

If you think your membership has been suspended or cancelled by mistake, no worries! Just drop us a line at membersupport@virgin.com. and we'll sort things out. 

If you've made any orders or bookings using Virgin Points before or after breaking the rules, we might need to review them. If we find out those Virgin Points or rewards were obtained fraudulently or in breach of our T&Cs, we might have to cancel those orders or bookings.  

And hey, if you breach the rules, you will also be responsible for any costs and damages (including legal costs) that we or our partners reasonably incur because of your actions. Let's avoid that, shall we? 

Oh, and just so you know, if there's any technical or human error that ends up crediting Virgin Points to your account by mistake, we might have to remove them. We're all about keeping things fair and square. 

Now, let's be clear – nothing in this section or our T&Cs limits our rights to exercise any legal or equitable remedies available to us. We're here to protect our fantastic community. 

Account closure by you.   If you ever decide to end your membership voluntarily, just know that once you do, you won't be able to earn or spend any more Virgin Points. Plus, any remaining Virgin Points in your account will be automatically forfeited and can no longer be spent. We hope you stick around, but if not, we’ll understand.  

Virgin Red programme closure by us.  We don't like to think about it, but there might be times when we have to say goodbye to the Virgin Red programme. We want to keep you in the loop, so here's the deal: 

If, in our sole discretion, we decide to close Virgin Red, we'll give you a heads-up on how much time you have to spend your precious Virgin Points. We'll do our best to give you at least six (6) months' notice, unless something unexpected like insolvency pops up.  

During this notice period, you can still use the Virgin Points you've earned before. You just won't be able to earn any new Virgin Points.  

When the notice period ends and the curtains close on the Virgin Red programme, your ability to participate in Virgin Red will come to an end and your Virgin Points will no longer be redeemable for rewards.  

Now, there are some circumstances where we might have to fast-track the closure of the programme. If the law requires it, or if there's an event of insolvency or something similar, or even if we believe it's necessary or desirable due to changes in the law, we might have to close Virgin Red immediately. In these cases, your ability to earn and spend Virgin Points will stop on the date of programme closure.  

Got questions? Complaints? Feedback? Or maybe you just want to shower us with compliments? We're all ears! Here's how you can reach out to us: Send us an email at membersupport@virgin.com. Easy peasy. 

Prefer the old-fashioned way? Grab a pen and paper and write to us at Virgin Red Support, Virgin Red Limited, Whitfield Studios, 50A Charlotte Street, London, W1T 2NS, United Kingdom. We love letters! 

Your feedback means the world to us. Seriously, it does – your suggestions help us improve and serve you even better. So don't be shy, drop us a line. We're here to listen and make your Virgin Red experience the best it can be. 

PAY ATTENTION MEMBERS: THIS SECTION SETS OUT OUR RESPONSIBILITY TO YOU AND CONTAINS LIMITATIONS ON OUR LIABILITY AND OUR OBLIGATIONS RELATING TO VIRGIN RED.  

We want to keep things clear and straightforward, so let's talk about our responsibilities and some important stuff you should know. 

Accuracy of the Virgin Red Platform: We always strive to give you accurate and useful information, but hey, sometimes mistakes happen. We can't guarantee that everything on the Virgin Red Platform is spot-on at all times, and we will not be liable to you if you incur any loss, delay or damage as a result of an error. If we make a mistake, like showing the wrong number of Virgin Points for a reward, don't worry. We'll either double-check with you if you still want to use the correct number of points for the reward or reject your order and let you know we messed up. 

Other Websites: We might link you to other websites or platforms operated by third parties, including our partners (“Third Party Sites”). Virgin Red might also be operated or accessed via a Third-Party Site. Just a heads up, we're not in control of those sites, and we don't endorse their content. So, if anything goes wrong while you're on those sites or when you interact with the content, products, or services available on or through those sites, it's not on us.  

Availability of the Virgin Red Platform: We try our best to keep things up and running smoothly, but sometimes we need to do maintenance or updates. During those times, the platform may be unavailable so we can’t guarantee the availability, uptime, functionality or accuracy of our services. We apologise for any inconvenience, but we can't be held responsible for any loss or damage caused by the unavailability of our services. We hope you understand. 

Liability in Respect of Partner Rewards: Remember, when you use your Virgin Points for rewards from our partners, you're dealing directly with them and any resulting contract is between you and the partner. So, any issues, loss, delay, damage or other problems that arise with those rewards aren't our responsibility. But if a problem is indeed the partner's fault, we'll make it right by returning the same number of Virgin Points you used for the reward. That is the maximum extent of our liability in these circumstances. We’ll do our best to help you with disputes or complaints against a partner, but we're not liable for the subject matter of the complaint. This doesn’t affect any of your rights against our partners.  

Our Responsibility for Goods and Services we provide to you: We take responsibility for any foreseeable loss or damage caused by our actions, like if we mess up, breach these T&Cs or don't meet the standards we should when we’re providing the goods and/or services to you.  

As long as we have used reasonable care and skill in providing goods or services to you, we’re not responsible to you for any losses, claims or damages you incur that are not caused by our actions, for things that are beyond our reasonable control and for things we couldn’t or shouldn’t have been expected to know about.  

For instance, we won’t be liable to you if:  

• you deliberately or negligently didn’t keep your account details safe or gave them to another person 

• you acted fraudulently  

• you used Virgin Red for business purposes. 

And keep in mind, we're not liable for any direct or indirect business or financial loss either, since goods and services provided to you via Virgin Red are for your personal use only. This includes direct or indirect loss of profits, savings, revenue, contracts or wasted expenditure.  

We're here to make things right, but we have our limits too. So, if you incur any loss or damage and it is foreseeable, our total liability to compensate you is limited to the price you paid or the number of Virgin Points you used for the relevant goods or services. 

Important Note: Nothing in these terms is meant to exclude or limit our liability where it would be unlawful to do so. That means do not exclude our liability for things like injury caused by our negligence, for fraud or fraudulent misrepresentation, or breaching your legal rights. 

We hope this clarifies our responsibilities, but if you have any questions or need further assistance, reach out to us. We're always here to help.  

HEADS UP, U.S. MEMBERS (IF YOU LIVE IN A U.S. TERRITORY, THAT INCLUDES YOU)! THIS SECTION CONTAINS A CLASS ACTION WAIVER AND A MANDATORY ARBITRATION CLAUSE THAT APPLIES TO YOU. 

Our Brand, Content and Platforms: We've got some important things to share about our brand, content, and platforms. They're what make us unique, and we need your help in protecting them. We ask for your help in protecting all designs, text, graphics, audio, video or image files (including photographs), content, data, software, applications and information displayed or available on Virgin Red platforms, and all copyright, trade mark rights, design rights and other intellectual property rights in them (together, the "Content"). Just so you know, all that great Content belongs to us or our licensors, and it'll stay that way. 

Using Our Content and Platforms: We're happy to let you use our Content and platforms, like the Virgin Red Platform, for your personal use so you can participate in Virgin Red. But please, no commercial purposes or making money off it without our permission. We're pretty protective of what we've created, so copying, reproducing, transmitting, publishing, displaying, distributing, reverse engineering, compiling, creating any derivative works or doing anything else funky with the Content or platforms (either on your own or assisting or facilitating a third party to do it) is a no-go. 

Updates: Sometimes we'll update our platforms (including the Virgin Red Platform) or send out patches to keep things running smoothly. It's your responsibility to make sure you're using the latest version, including the Virgin Red Platform. Stay up to date, and you'll be good to go! 

Playing by the Rules: We're all about doing things legally and fairly. So when you use the Virgin Red Platform, make sure it's for lawful purposes and in a lawful manner. Along with these T&Cs, follow all the applicable laws and regulations related to the Virgin Red Platform and any transactions you make on it. 

Virgin Points Ownership: The Virgin Points in your account still belong to us, but the risk of loss (due to things like theft or unauthorised use) falls on you once they're credited to your account. We can't be held responsible for any fraudulent use of your Virgin Points caused by someone else, so it's essential to keep your account secure. Check out the 'Account Management' section for more detail. 

Tax Responsibility: Remember, any tax liability resulting from your Virgin Red membership is solely your responsibility. We just want to make sure we're on the same page! 

Severance and Waiver: If any part of these T&Cs becomes unenforceable, don't worry, the rest of the T&Cs still apply. And if we happen to delay or not enforce something, it doesn't mean we're giving up our rights that we may have. Any waivers of these T&Cs must be in writing and signed by us. 

Assignment: We have the right to assign our rights or transfer or sub-contract our obligations under these T&Cs to third parties. You can't transfer or assign your rights or obligations without our consent. 

Governing Law: To the extent permitted by local law, these T&Cs and your relationship with Virgin Red and any resulting dispute or claim are governed by English law.  

ATTENTION U.S. MEMBERS: WE'VE GOT A SEPARATE SECTION FOR YOU THAT REQUIRE YOU TO AGREE TO BINDING INDVIDUAL ARBITRATION AND LIMIT YOUR RIGHTS TO BRING A LAWSUIT OR CLASS ACTION, SO PAY CLOSE ATTENTION.  

Jurisdiction: Non-U.S. members agree to submit to the jurisdiction of the English courts for any disputes or claims. 

ARBITRATION FOR U.S. MEMBERS (IF YOU LIVE IN A U.S. TERRITORY, THAT INCLUDES YOU): NOW, THIS IS WHERE THINGS GET OFFICIAL. U.S. MEMBERS, LISTEN UP! BY BEING A MEMBER, YOU AGREE TO SETTLE ANY DISPUTES, CLAIMS, OR CONTROVERSIES RELATING TO THIS AGREEMENT (OR A BREACH OF IT) EXCLUSIVELY THROUGH BINDING ARBITRATION ADMINISTERED BY THE AMERICAN ARBITRATION ASSOCIATION UNDER ITS CONSUMER ARBITRATION RULES (“AAA RULES”). JUDGMENT ON THE AWARD RENDERED BY THE ARBITRATOR(S) MAY BE ENTERED IN ANY COURT HAVING JURISDICTION.  THE ARBITRATION WILL TAKE PLACE IN NEW YORK BEFORE A SINGLE NEUTRAL ARBITRATOR APPOINTED IN ACCORDANCE WITH THE AAA RULES. IT'LL BE CONDUCTED IN ENGLISH AND ON AN INDIVIDUAL BASIS, NOT AS A CLASS ACTION OR WITH MULTIPLE PLAINTIFFS. AND IT CAN’T BE CONSOLIDATED WITH ANY OTHER ARBITRATION INVOLVING ANY OTHER PERSON OR ENTITY.  

THIS ARBITRATION SECTION, AS IT APPLIES TO U.S. MEMBERS, IS GOVERNED BY THE FEDERAL ARBITRATION ACT.  ALL OTHER SECTIONS SHOULD BE INTERPRETED UNDER ENGLISH LAW. 

Let's Talk: We're always here to help, so if you have any concerns or issues, reach out to us first to see if they can be resolved. We're all about finding solutions together. 

Entire Agreement: These T&Cs, along with any other terms we mention, cover everything about your use of the Virgin Red Platform. They replace any previous agreements on the subject. 

Thanks for being part of the Virgin Red community, member. 

This version of our Programme Terms and Conditions is effective from 31 January 2025