General Terms and Conditions for prize redemption
Effective Date: 15 April 2026
1. Introduction
These General Terms and Conditions (“Terms”) govern the redemption of rewards, vouchers, complimentary room upgrade/ stay or any other privileges (“Prizes”) by members of the Madera Rewards (“Members”).
By redeeming any Prize, you agree to be bound by these Terms, and any specific terms applicable to the particular Prize. In the event of any conflict, these Prize redemption Terms shall prevail in respect of the redemption process.
2. Eligibility
2.1 Only Members with a valid account in good standing may redeem Prizes.
2.2 Members must have sufficient points (“Points”) in their account at the time of redemption.
2.3 The Programme reserves the right to verify a Member’s eligibility and may suspend or cancel any redemption if eligibility requirements are not met.
3. Redemption Process
3.1 All redemptions must be made through the members portal specified by the Programme.
3.2 Redemptions are subject to availability of the Prize. The Programme does not guarantee that any Prize will always be available, and subject to change from time to time without prior notice.
3.3 Redemptions are subject to further confirmation. A separate confirmation email will be delivered by our team within 7 working days after the request is acknowledged.
3.4 Once a redemption request is submitted, it is final and cannot be cancelled, changed, or refunded.
3.5 Points will be deducted immediately upon successful submission of the redemption request, and non-refundable.
4. Prize Details and Restrictions
4.1 All Prizes are non-transferable, non-exchangeable, and non-refundable for cash or other alternatives.
4.2 Some Prizes may have additional terms and conditions, including but not only limited to expiry date, usage restrictions, black-out dates. Members are responsible for reading and complying with those terms. Any unused portion of a Prize after its expiry date will be forfeited without compensation.
4.3 Images of Prizes displayed are for reference only. Actual Prizes may vary slightly in design, colour, or specification.
5. Prizes Collection
5.1 For physical Prizes:
Prizes must be collected in person at the Front Office of Hotel Madera Hong Kong once the reservation is confirmed. Please note that collection by a third party or proxy is not permitted.
Members must present the original redemption letter to our staff at the time of collection. Photocopies and digital copies will not be accepted.
5.2 For digital Prizes (e-vouchers, digital gift card, complimentary room stay/ upgrade letters etc.):
Prizes will be sent to the registered email once it is confirmed. Members are responsible for keeping the redemption letter secure. Lost or stolen letters will not be replaced.
Advanced reservation is required for complimentary room stays or upgrades and is subject to room availability. Members must email reservations@maderagroup.com to book a complimentary stay or request an upgrade, quoting the reference number stated in the redemption letter. Room upgrades are only applicable to bookings made directly through the hotel website. For detailed usage rules, please refer to the terms and conditions stated in the redemption letter.
6. Liability
To the fullest extent permitted by law, the Madera Rewards shall not be liable for any loss, damage, injury, or disappointment suffered by any Member arising from:
- Redemption or use of any Prize;
- Any delay, failure, or inability to redeem a Prize;
- Any act or omission of third-party suppliers of the Prizes.
Members use Prizes entirely at their own risk.
7. Termination of redemption
The Programme may suspend or terminate a Member’s right to redeem Prizes if the Member:
- Breaches these Terms or the Programme Terms;
- Engages in fraud, abuse, or misuse of the Programme;
- Has an account that is suspended or terminated.
For any questions regarding Prize redemption, please contact us at maderarewards@maderagroup.com.
