Terms and Conditions

Our TUI Smiles Incentive Scheme is about recognizing and rewarding the people and teams who deliver the best results.


This scheme is open to employees of TUI UK Ltd who are resident in the UK and who have agreed to participate in the Incentive Scheme and who have agreed to performance related points for the duration of the Incentive Scheme (‘Employees’). 


To participate in the scheme and to remain a Participant in the incentive scheme, Employees must:

Accept the Terms and Conditions of the incentive scheme on registration to the Incentive Scheme website.

At all times remain an employee TUI UK Ltd. For the avoidance of doubt, TUI UK Ltd shall have no liability to Employees where, for whatever reason, the employee leaves the employment of TUI UK Ltd. In such circumstances TUI UK Ltd shall suspend such Employees account.

All employees undergoing disciplinary procedures will have their entitlement to incentives, bonuses and prizes suspended pending the outcome.  Once the outcome is known one of the following will apply.

  • Any individual terminated as an outcome of disciplinary procedures will not be entitled to claim any prize, incentive or bonus.
  • Any individual subject to formal disciplinary action will have their prize, incentive or bonus entitlement considered by their RSM and Divisional Sales Manager whose decision will be final.

In all other circumstances TUI UK Ltd will however permit the user to utilise any points accrued up to that time in accordance with the terms of the incentive scheme for a period of 1 month.

It is the Employees responsibility to keep passwords and username details secret. TUI UK Ltd shall accept no responsibility for any loss suffered by Employees where such loss is attributed to a failure by an Employee to maintain account security.

TUI UK Ltd will announce the activities and targets that Employees are required to achieve to earn points. These activities and targets may vary by product/resource as well as job role and team.


This scheme runs from October 2nd 2017 and, unless otherwise stipulated, will be on-going.

Participation in the Incentive Scheme constitutes full and unconditional acceptance of these Terms and Conditions. TUI UK Ltd reserves the right to disqualify anyone in breach of these terms and conditions.

Accounts that have not been accessed for 2 years will expire and points removed. Points will not be reinstated on return unless the absence is due to long term sickness or maternity leave.


Personal data which you provide may be used for programme communications and for the purpose of this incentive programme only.


Points will be awarded to employees at the end of each Incentive period (unless otherwise stated) and once all the bookings have been checked by head office.

Employees may opt to either:

  1. save points awarded for redemption at a later date; or
  2. redeem some or all of the points awarded on a monthly basis for prizes through the TUI Smiles Recognition website.


Points must be redeemed via the website. Prizes, once chosen, can only be changed if the redeemer contacts within 24 hours of the redemption.   

Experience rewards will be fulfilled by the employee’s direct arrangement with the experience reward supplier, in accordance with each individual supplier’s availability, lead-time and capability.


In the case of a reward item not being available, we will contact the user within 7 days of placing the order and offer a replacement item of similar value.  If the user does not wish to accept the replacement item, the original value of the reward deducted from the user’s account will be re-credited. 

 Motivates Inc reserves the right to substitute prizes of equal or similar value. 

 Motivates Inc reserves the right to remove or include any reward from the range at our discretion.

 Motivates Inc will honour any rewards that have already been allocated an employee prior to any website alterations.


The delivery of Experiences, Lifestyle and Special Offers will be via an instant e-voucher and gifts will be posted within 15 working days.

The delivery of all Experience, Lifestyle and Special Offers will be made to the email address as supplied by the user at the time of order.  The delivery address for gifts should be to an address where the item can be signed for.  If there is nobody available to sign for receipt of the goods then the delivery company will usually leave a card with contact details for the user to arrange delivery again.  Where a rearranged delivery is made and there is nobody present to sign for the item the supplier may at their discretion charge for re-delivery costs and this will be passed on to the user

Users should not accept delivery of items that have been delivered where the packaging is damaged.  Delivery of damaged items must be refused and our customer service team must be advised immediately so that we can contact the supplier and arrange for replacement product to be shipped.  If the package is opened and item is then found to be faulty then the user must advise us within 24 hours and will make contact with the supplier on the user’s behalf to arrange a replacement or suitable alternative. 


Returns will usually be possible with our gift range if there is a fault or it is damaged.   If the Client or user wishes to discuss or organise a return, exchange or refund of any item, please contact us within 24 hours of receipt. 

The client acknowledges that some reward items are not returnable and non-refundable (i.e. Experience and Lifestyle vouchers)


Prizes and rewards may be considered a taxable benefit to the recipients. TUI UK Ltd may agree to pay the tax liability and National Insurance contributions arising on behalf of employees. Where it does not, recipients will be informed and will be directly responsible for accounting for and paying to their local tax offices any tax liability and NI contributions arising on their prize.  Motivates Inc will not account for any Social or National Insurance or tax liability arising from this promotion.

TUI UK Ltd and Motivates Inc will absolve themselves from any liability arising from any National Insurance Contributions arising from this prize.

No correspondence will be entered into regarding either this scheme or these Terms and Conditions. In the unlikely event of a dispute, TUI UK Ltd’s decision shall be final.  TUI UK Ltd and/or  Motivates Inc reserve the right to amend, modify, cancel or withdraw this scheme at any time without notice.

TUI UK Ltd and/or Motivates Inc cannot guarantee the performance of any third party and shall not be liable for any act or default by a third party. Employees in this incentive scheme agree that TUI UK Ltd  and  Motivates Inc will have no liability whatsoever for any injuries, losses, costs, damage or disappointment of any kind resulting in whole or in part, directly or indirectly from acceptance, misuse or use of a prize, or from participation in this promotion.  Nothing in this clause shall limit TUI UK Ltd’s or  Motivates Inc liability in respect of death or personal injury arising out of its own negligence or arising out of fraud.

TUI UK Ltd  or Motivates Inc reserves the right in its sole discretion to cancel or suspend the redemption programme.   

This promotion offer Programme is administrated by  Motivates Inc

Promoter: TUI UK Ltd