Terms and Conditions

First Citizens Rewards is a platform developed by HandyU Inc. doing business as (DBA) Novae (referred to generally as “First Citizens Rewards Administrator”) for its cardholders (collectively, “Members,”, and individually, a “Member,” or “you”) through rewards programs (referred to generally as “First Citizens Rewards”) that include benefits related to redemptions or purchases made with reward balances. Such redemptions include travel content to its members when booking flights, reserving hotels, car rental, or entertainment activities as well as non-travel content when purchasing goods and services online or in-store. All these provisions established in this document are part of the Terms and Conditions of this Program.

PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY. YOUR PARTICIPATION IN THIS PROGRAM IS SUBJECT TO ALL OF THESE TERMS AND CONDITIONS. BY ENROLLING IN THE PROGRAM, YOU AGREE TO BE BOUND BY THESE TERMS AND CONDITIONS.

Miles: Is the rewards balance/points under this Program.

Miles Platform: Is your loyalty platform where you can access different products, services, and benefits offered through the website or app.

Miles Card: The card utilized to use your rewards balance for everyday spend. The Miles Card is utilized to redeem your points anytime and anywhere – just add it to you favorite e-wallet or add it to the checkout process when redeeming online or in store.

To access First Citizens Rewards, you must have reached the legal age of majority in their respective territory/country of residence, complete the registration, have a valid email address, and establish a First Citizens Rewards account.

It is the member's responsibility to keep safe the member ID and password and restrict account access to any mobile phone number and/or e-mail address registered. The members are solely responsible for all transactions and redemption activities in their First Citizens Rewards account. Any necessary enrollment fees will be established by the First Citizens Rewards Administrator.

Any individual who is the main cardholder of a valid credit or debit card issued by an Issuer licensed by a major credit or debit card network to operate in any territory and in good standing may be eligible to become a User of the First Citizens Rewards program. 

First Citizens Rewards Administrator reserves the right to determine whether a particular card or cardholder is eligible to participate in the program.

First Citizens Rewards may not be sold from the member's First Citizens Rewards account. If the card associated with your First Citizens Rewards account is a commercial product issued to you in your capacity as an employee or contractor, you will receive the rewards and be eligible to redeem them for rewards, and not your company and/or employer.

In no event, the card network or the Issuer of your card on file will be liable to any participant or anyone claiming through a First Citizens Rewards program for any direct, indirect or consequential damages, or lost revenue or profits, arising out of card networks or the Issuer’s acts or omissions in connection with the First Citizens Rewards account.

If the First Citizens Rewards Administrator improperly denies or fails to credit rewards duly earned by you for qualifying purchases or any other First Citizens Rewards benefit, your exclusive remedy will be the issuance of the improperly denied First Citizens Rewards, rewards or benefit if available, or such other alternative comparable benefit as determined by First Citizens Rewards Administrator.

A “Qualifying Purchase” is any type of travel purchase transaction processed through the First Citizens Rewards platform with your card registered. Qualifying purchase amounts will be rounded to the nearest whole dollar amount to determine the number of rewards to be posted in your First Citizens Rewards account. Rewards for qualifying purchases posted during a calendar month shall be eligible for immediate redemption. Any returns, credits, or chargebacks earn “negative” rewards such as “negative” rewards will reduce the total rewards posted to the First Citizens Rewards account.

Occasionally, the First Citizens Rewards Administrator may authorize an adjustment to the member's rewards balance. These adjustments can be positive or negative; and at their sole discretion may modify the list of qualifying purchases from time to time.

FIRST CITIZENS REWARDS BENEFITS

First Citizens Rewards benefits are based on a points system that allows members to earn one point for each dollar or eligible equivalent amount in local currency charged to the card on file for qualifying purchases (each a “Rewards Point” or “Miles”), provided the card on file account is current. Rewards are earned whether transactions are made with card on file in full, with miles only or with a combination of both (card on file/Split Payment).

Members will be able to purchase additional Miles at any time, which will be added to the rewards balance account to be redeemed, in general to be utilized in merchants worldwide. Charges associated with the purchase of additional Miles up to 6% will apply, subject to variation of the established percentage without prior notice by the administrator.

ISSUER REWARDS

First Citizens Rewards provides your Issuer the alternative to make offers managed by the Issuer available for redemption through the Website with your Rewards Points (the “Issuer Rewards”). Issuer Rewards will be clearly marked on the Website and are subject to the terms and conditions established by your Issuer. Your Issuer is solely responsible for all aspects of the Issuer Rewards, including but not limited to the content of the Issuer Rewards displayed on the Website, the Issuer Rewards terms and conditions, redeeming the Issuer Rewards, points value/conversion rates and any customer service associated with the Issuer Rewards. First Citizens Rewards bears no liability for the offer, redemption or usage of Issuer Rewards. Please contact your Issuer for further information regarding redeeming Issuer Rewards. 

FORFEITURE OF REWARDS

Positive rewards balance will be forfeited if:

• The card on file in the First Citizens Rewards account is canceled by the Member or by the card issuer.
• The First Citizens Rewards account is terminated by the Member.
• In case of the Member’s death.

Any fraud or abuse related to the rewards earned or redeemed will be canceled all rewards earned as result of it under the First Citizens Rewards program, as well as the immediate cancellation of the First Citizens Rewards Account.

Members can change their card on file at any time having no impact in their First Citizens Rewards account or Member's rewards balance.

EXPIRATION OF REWARD

First Citizens Rewards will not expire in your First Citizens Rewards account. If necessary, First Citizens Rewards Administrator holds the right to modify rewards expiration rules anytime.

When your rewards are forfeited for any reason, you are not entitled to compensation from First Citizens Rewards Administrator neither the card network nor any other entity.

REWARDS DISCLAIMERS AND LIMITATIONS

First Citizens Rewards program is not available under any circumstances for travel, hotels, car rentals, or any other type of benefit or service related to Cuba, Iran, Syria, and Sudan or any other country with international sanctions currently in force. U.S. laws prohibit card networks from providing or facilitating any benefits or services related to Cuba, Iran, Syria, or Sudan, including but not limited to the redemption of First Citizens Rewards for benefits or services related to those countries. Please be aware of these limitations before making travel arrangements or using your card on file, and any benefits restrictions, that may apply in those countries. Exceptions to this prohibition are not permitted.

First Citizens Rewards reserves the right to modify or cancel the rewards benefit points at any time, and the service providers and/or merchants reserve the right to cancel their participation in the program at any time. This may result in the cancellation of any existing rewards balance for which the service providers and/or merchants shall not be liable.

Published rewards levels are subject to change due to fluctuations in currency exchange rates, customs charges, taxes, other charges and fees imposed by governments, and fuel surcharges. Changes may also include, but are not limited to:

• The number of rewards you earn for a particular type of activity.
• The number of rewards you need to reach a particular rewards tier or to redeem rewards.
• Omitting or adding rewards levels or categories.
• Changing the selection of rewards.
• Imposing, increasing, or eliminating rewards caps.
• Changing the conditions under which rewards expire or are forfeited payments of existing card balances, balance transfers, cash advances, cash withdrawals of any kind, card fees, currency conversion fees, transaction fees, coverage fees, returned items for which credit was issued, purchases that for any reason violate the law or the Card Agreement, unauthorized charges and other types of fees that are not qualifying purchases.

The Issuer, the card network, and the service providers are not responsible with members for the quality or performance of the rewards, the products/services obtained with the rewards, and any act or omission by the provider of rewards, availability of rewards, whether redeemed or otherwise, disputes between authorized members regarding the miles or for any other reason. Neither the Issuer nor card network makes any guarantee or representation of any kind, express or implied, concerning the rewards, including but not limited to warranties of merchantability or fitness for a particular purpose.

The Issuer and the card network are not liable for any injury, damage or loss to person or property or any expense, accident or inconvenience that may arise from the use of the rewards, products/services, or merchandise purchased obtained with the rewards, or otherwise in connection with the First Citizens Rewards program.

The Issuer and the card network are not responsible for merchants, manufacturers, or other rewards providers that discontinue or cancel a reward due to bankruptcy or for any other reason. Neither the Issuer nor the card network makes any representation or endorsement of any rewards, merchant, or another provider of rewards in connection with First Citizens Rewards program.

If participating in the First Citizens Rewards program offered via a mobile device, the wireless provider’s message and data rates may apply and members will be responsible for any such charges from wireless providers.

The Issuer, the card network, and the participating merchants are not responsible for replacing lost, stolen, or damaged rewards.

Travel-related rewards will be treated as if purchased with the card on file associated with your First Citizens Rewards Account, so that benefits (including but not limited to travel accident or loss of vehicle coverage, if applicable) available to you for purchases with your card on file will apply to rewards, as long as all taxes, charges and/or fees charged to you in connection with your redemption and/or utilization of the rewards are paid for in full with your card on file. You are solely responsible for reading and understanding the Terms and Conditions applicable to those benefits to maintain your eligibility in connection with the rewards. For any questions regarding the benefits available to you, please contact First Citizens Rewards customer service.

MILES CARE PROTECTION

Miles Care enables the protection benefits described in this document, and subject to the following:

• All terms, conditions, provisions, and exclusions established of this document, including any applicable Exhibits, Annexes, and/or Endorsements;
• Current subscription to the First Citizens Rewards platform.
• Any enrollment associated fees (if applicable). 
• Only new trips commenced after the date the member has been advised cover commences are covered.

ClickHelpNet, LLC has been appointed as the Claims Administrator (TPA). All communications, notices, and payment of claims required under this cover shall be transmitted to and from the Covered Person through the Claims Administrator.

First Citizens Rewards may communicate with members for any matters related to the program via telephone, electronic mail, chat, WhatsApp, or push notifications. To update, change, modify, or delete your information or to change the consent to receive these promotions, members shall contact First Citizens Rewards Administrator using the information provided in the First Citizens Rewards platform.

To access First Citizens Rewards website members will need a Windows or Apple compatible computer, Internet access, a browser such as Microsoft Internet Explorer or later, Google Chrome or Mozilla Firefox, and an e-mail account. Additionally, must have a password to access their information electronically or to conduct any online activity related to the Miles Care account on the Website.

By becoming a member of the First Citizens Rewards program, members authorize First Citizens Rewards Administrator to use information related to the participation and the First Citizens Rewards account (and information provided by you to participate in the First Citizens Rewards program) to customize the First Citizens Rewards experience. This may include communicating special offers, featured rewards opportunities, and customizing the promotional information (if chosen to receive such promotions).

If members would like to request a paper copy of these terms and conditions or to withdraw the consent to receive electronic communications, they have to contact the First Citizens Rewards Customer Service using the information provided in the mobile application. If using the Website, First Citizens Rewards Administrator is not obligated to provide any additional hard copy communications other than these Terms and Conditions.

Members may contact First Citizens Rewards Customer Service via chat or video conference call through the First Citizens Rewards platform. The First Citizens Rewards Customer Service is available Sunday through Sunday 24 hours a day. First Citizens Rewards reserves the right to modify customer service hours at any time and without notice.

These inquiries may include – but are not limited to – a number of earned rewards of a particular purchase or transaction, redemption orders status and any questions or concerns related to the First Citizens Rewards program.

In case of member contact, their card issuer regarding the First Citizens Rewards account, First Citizens Rewards Administrator will use reasonable efforts to investigate and correct the error or mistake, subject to the limitations set forth in these Terms and Conditions. In any event, members must notify First Citizens Rewards Administrator within 60 days of the posting date (or the date of the alleged error or mistake) to undertake an investigation of the matter. 

First Citizens Rewards Administrator may request members to provide written confirmation of the alleged error or mistake. If First Citizens Rewards Administrator does not receive the requested written confirmation within the requested timeframe, First Citizens Rewards Administrator may determine not to correct the alleged error, or mistake. If First Citizens Rewards Administrator completes the investigation of the alleged error or mistake and notifies members of the determination, First Citizens Rewards Administrator has no further responsibilities should member later reassert the same alleged error or mistake. 

All questions or disputes regarding the First Citizens Rewards program, including eligibility, earning points, or redemption of points for rewards, will be resolved by the First Citizens Rewards Administration at their sole discretion.

If member contacts First Citizens Rewards Administrator via a mobile device, member wireless provider’s message and data rates may apply, and member is responsible for any such charges from wireless provider.

Members can cancel First Citizens Rewards program at any time by contacting the First Citizens Rewards Administrator through the platform. The positive rewards balance in the First Citizens Rewards account will be forfeited. The card on file card network or the Issuer cannot cancel the First Citizens Rewards program.

Likewise, First Citizens Rewards may cancel and restrict the use of the platform, its associated benefits and/or the Program (Termination of Service) when it detects unusual behavior, redemption of benefits with intention to claim in bad faith and constant claim patterns that displays premeditation or prior planning to access the benefits of the program.

FIRST CITIZENS REWARDS TERMS AND CONDITIONS DISCLAIMERS AND LIMITATIONS

First Citizens Rewards Administrator will notify members of any material changes to the First Citizens RewardsTerms and Conditions unless the member decides to terminate the First Citizens Rewards program, members will be bound by the revised Terms and Conditions.

First Citizens Rewards platform protects your data that will be safe thanks to our encryption process designed to avoid fraud.

The Miles Card is not a credit, debit, or prepaid card. The Miles card is a hybrid that offers the freedom to combine multiple global currencies, rewards, and all your credit, debit, and membership cards in one. Every time you use your Miles card, you earn miles.

The Miles Card is issued by Stripe pursuant to a license from Visa Inc. and can be used in every place where Visa is accepted. Stripe is the primary issuing member of the Card Network participating in the Program, currently Regions Bank, an Alabama FDIC-insured state bank.

Miles by Novae is a provider of technology services and administrators of the card program under the agreement with Stripe and the issuer.

UPPERMILES: is an exclusive benefit available in the First Citizens Rewards program to its member. With UpperMiles you may earn points/miles by making purchases through:

• Booking travel through the Miles platform including air travel tickets, hotel stays, car rentals, and/or activities/entertainment, and Miles
• Redeeming at merchant worldwide (online and In-store) with the Miles Card

Members get up to 3X Miles on all redemptions when paying with rewards without limit and expiration. The more redemptions you make with your Miles Card or through the First Citizens Rewards platform the more miles you earn.

First Citizens Rewards offers exclusive benefits to its members when:

• Booking travel content including flights, hotel reservations, car rental and/or entertainment/activities through the First Citizens Rewards platform (website and/or app) and Travel Protection services including COVID-19. Members will also obtain and receive benefits and discounts when using the First Citizens Rewards program. These include enjoying access to Travel Protection and earning rewards when redeeming and purchasing travel experiences through the platform.
• Instantly access reward balances to redeem at online and in-store for good and services at merchants worldwide using the Miles Card and obtain purchase protection benefits. With First Citizens Rewards you earn up to 3X Rewards (also known as UpperMiles) on all you spend and redeem even when paying with rewards.

Once travel reservation is completed the member is directed to the payment form and chooses the card registered on file, including Miles’ card, and/or available points that will be redeemed (if applied). The member will select how to pay for the transaction:

• Full payment with Miles: When members have enough reward balances to complete the transaction,
• Automatic Merge: In the event the member does not have enough rewards balances to complete the transaction in full, the preferred registered card will be charged up to 20% to automatically cover the transaction.
• Switch to Miles: members can redeem entirely or partially using subsequent transactions of miles for eligible purchases (which are detailed below),
• Combined Payments: Members can choose to combine Miles along with the registered card when booking a trip through the platform in the Voyage section. The option to purchase additional miles (packages) is available to complete the transaction.

At this point, the member may also add a new card to complete the transaction. Once the redemption transaction completed, the member will be notified with the completion of the transaction including the number of rewards obtained for this purchase.

First Citizens Rewards are redeemed on a “first-in, first-out” basis, the first rewards earned will be the first rewards redeemed over the life of the First Citizens Rewards account. Once a redemption transaction is placed, the First Citizens Rewards account will be reduced by the number of rewards used.

Once the rewards transaction is issued, the process will be considered finished. Rewards are not reimbursable, and no changes will be accepted. Once redeemed, rewards may not be replaced, reimbursed, and/or exchanged for cash, credit, or other rewards under any circumstances. All rewards reservations are subject to availability and must be booked through the platform. No other reservations will be accepted.

Members must accept or reject any quote provided by First Citizens Rewards Administrator in the response date and time indicated on the quote, or in the platform redemption tool. Otherwise, the quote along with any reservation already made will be canceled, and the related rewards forfeited.

If you decide to make additional arrangements to those provided by the rewards reservation, you are exclusively responsible for those arrangements, including but not limited to any costs associated with the additional arrangements or impact those arrangements have on the rewards reservation and/or your ability to exercise the rewards. If a merchant imposes a charge for cancellation or changes, members will be responsible for paying for those charges and may not do so using rewards.

Members are solely responsible for obtaining the proper documentation, or any type of service to fill out and submit forms required by the authorities in each country. Also, members are solely responsible for obtaining and maintaining in their possession valid proof of citizenship or naturalization, immunization certificates, and/or visas required to travel or enter another country.

Member may redeem rewards at any time for all available content in the platform: air travel tickets, hotel stays, car rentals, and/or activities/entertainment (referred to generally as “Rewards”), and at online and in-store merchants worldwide.

Additionally, there is no limit as to how much rewards members can earn. Miles Card helps you earn rewards over rewards (see upperMiles details below).

First Citizens Rewards account rewards balance and online redemption activity can be found at any time in the First Citizens Rewards platform. Member can also inquire about rewards balances, points/miles earned and online and offline redemption activity by contacting our interactive support team anytime through the First Citizens Rewards platform.

UNIVERSAL REDEMPTION TRANSACTION

• First Citizens Rewards was designed for exclusive members looking for quick and effective solutions to obtain and receive benefits when using the rewards program. It includes Miles Rewards plus Miles Care Benefits, such as Miles Card, UpperMiles, pay with Miles, Buy Miles, Fly & Stay protection. 
• PAY WITH MILES: Members can also use Miles to pay for purchases after the transaction by simply selecting the transaction and choosing to use Pay with Miles from the rewards balance to pay for the purchase.

All Universal Redemption transactions include Purchase Protection benefits of up to US $2.500 against theft, accidental loss or damage of the goods acquired (Purchase Protection terms and conditions apply located in the Other Benefits section, numeral 1). In addition, purchases made through the Miles platform at associated stores (including but not limited to more than 2,000 travel, fashion, electronics, and food brands distributed in more than 100 million stores) will have an applicable charge of 18%.

All Redemptions, Transactions (included but not limited to: Universal Transactions) made before, during or after a Trip, may be subject to merchants’ transaction, currency exchanges, cross-border, major wallet, processing, purchase protection, and fulfillment fees, included in the purchase made by the user or cardholder bundled to 18%.

As members of the First Citizens Rewards program, and with the acceptance of the Privacy Policy and the Terms and Conditions described herein, you can participate in the promotional offers program as part of the benefits included in the First Citizens Rewards program by accepting the requirement established during the activation on the platform. You can choose to pay for transactions with your Credit card or with your preferred rewards; or combine/split transactions using the available functionality. For further convenience, you can customize your preferred payment sources and set a default ratio between them. When your enrollment is completed, the First Citizens Rewards Administrator can monitor transactions on the enrollment card. 

Every time you transact using your preferred card, First Citizens Rewards will verify eligible transactions to receive a promotional offer and qualify for the program features available. If a qualifying transaction is detected, members will be informed and be provided with the details about the transaction inclusive offer redemption and statement credit. The member can then act based on the notification.