F.A.Q.
SMARTROOF SMARTVOUCHERS INCENTIVE
FREQUENTLY ASKED QUESTIONS
Congratulations on your award!
We know you may have questions about these exciting SmartRoof SmartVouchers unique experiences, and we’re here to help! Please review the following frequently asked questions (FAQs) for more details. All awards are based on availability. Certain restrictions, including blackout dates, may apply to awards. Substitutions of similar value may be made, if necessary. All Winners’ participation in a travel experience package and that of any guest remain subject to the parameters described in these FAQs.
REDEEMING FOR YOUR AWARD
How do I place an order for an award?
Shortly after you have been announced as a monthly winner, you will receive a winner announcement email with instructions on how to place your order redemption for your desired trip experience. Be sure to review the trip options found on this SmartVouchers microsite to narrow down your choice. You must submit your trip experience choice within three weeks of receiving your winner announcement email.
What happens after I submit (redeem) my travel experience?
After selecting your travel experience, you will receive an introductory email from
ClientCare@justrewardsteam.com within a week. This introductory email will include your travel certificate number along with some additional information.
When you are ready to book, simply respond to that email with the requested information and any other details you are ready to share. Your travel concierge will then be assigned and will work with you to secure your reservations and confirm your trip. Travel experiences are based on availability, and some blackout dates may apply. For the highest availability for your trip inclusions, it is best to book as early as possible, but a minimum of 90 days in advance of your trip start date is requested. Please plan accordingly. It is best to include your travel certificate number on all correspondence related to your trip.
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If you don’t receive the expected emails, please be sure to check your email junk
folder.
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Does my invitation or award value expire?
Yes. You must choose your trip within three weeks of receiving your winner announcement email, or the award will be forfeited. All travel must be booked at least 90 days in advance and must be completed within 12 months of the date you submitted your trip experience choice. The expiration date can be found on your travel certificate.
How many awards am I allowed to order?
This program allows for one trip experience per each SmartRoof SmartVouchers Program winner each month.
The same person can receive this award in subsequent months.
If I win multiple SmartVoucher awards in the same year, can I combine my vouchers to enhance my trip experience (i.e., airfare, additional days, etc.)?
Yes, you are eligible to use another SmartVoucher toward your initial experience. To do so, you must first redeem for a trip at the level earned. Once you receive the confirmation/travel certificate for that trip, you must talk with your travel concierge as early in the booking process as possible to add the new trip value to your current trip.
There can be no reservation bookings on the new SmartVoucher you wish to apply to your current award.
Can I give my experience to someone else?
This gift is intended for the named recipient and cannot be given to a different person.
If I cancel or do not redeem my award, can I receive the cash value instead?
If you do not redeem your trip or if you cancel your trip, there is no cash payout or
alternative compensation for this award.
Who can I contact with questions about the travel experiences?
During the redemption process (before you have selected your travel experience),
please contact the Registration Team with any program questions
at Rewards@creativegroupinc.com.
After you have selected your experience, please direct questions
to ClientCare@justrewardsteam.com or directly to your travel concierge.
Please include your travel certificate number in the email. This can be found in the
introductory email you received from ClientCare@justrewardsteam.com.
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PLANNING YOUR TRIP
Will SmartRoof pay for any personal expenses that I might incur while
preparing for or participating in a travel experience?
The trip inclusions are as listed in the description. While preparing for, traveling to/from, or engaged in the travel experience, the recipient is exclusively responsible for all personal costs not included in the trip description including insurance, passports, gratuities, illness, hospitalization, meals, legal fees, or other costs of any kind.
Can I request a trip experience to a location outside of those offered?
You may only choose from the trip experiences presented, but you are able to customize your trip to some extent. These trips were carefully curated to provide options that would interest all winners. Hopefully, you will find something that you will enjoy.
What documentation is required if I am traveling internationally?
It is vitally important to ensure you have the required documents when traveling internationally. As a general rule, If you’re traveling to international destination(s), you’ll need a valid passport with at least 6 months of validity remaining. The destination you’re visiting may also require you to apply for a visa before your trip. You can search online to determine whether or not a visa is needed and apply online. Please check with the airline or the country’s embassy or consulate to determine what is required. As the participant, it is your responsibility to ensure that you and your guest(s) have the required documentation prior to your travel start date.
Can I add additional days to my trip?
Yes, your travel concierge can assist you with adding days to your trip at your own expense, based on availability. Any additional days/nights must be booked at the same hotel included in your package. We encourage you to inform your team accordingly.
If you choose to make changes to your trip during the booking process and use a credit card to pay for your additional expenses, a surcharge will be applied to cover the credit card fee. Payment must be received before any bookings are completed.
What if I want to change the activities on my trip?
Some activity inclusions may be changed to suit your preferences. For example, if your package includes an afternoon of golf and you don’t play, your travel concierge will help you book a different activity instead. Note that activities must be within the scope of the experience package. Any costs beyond the initial experience cost must be covered by you.
May I bring additional guests at my own expense?
Yes, you can bring additional guests on your trip. Please work with your travel concierge to ensure your additional guests are included. You will be required to cover any additional expenses for your guests. Your travel concierge will work with you to collect any payment needed for additional add-ons.
What if I want to travel with another recipient and their guest?
This is possible providing there is availability for the chosen experience. It is best to book early if you wish to travel with another recipient. Simply let your travel concierge know that you’d like to travel together. They will work to assist you with this request.
What should I do if I or my guest can no longer attend my experience after I’ve
scheduled the trip?
If you, as the recipient, cannot attend, none of your guests may attend without you. If one of your guests cannot attend, please contact your travel concierge to inquire about changing your reservations. You will be responsible for change fees or cancellation costs if any are incurred.
What if I change my mind about my travel experience?
You may change your experience selection one time by contacting your travel concierge. If you have already booked and confirmed your flight and hotel dates, please keep in mind, some experience inclusions may be
NON-REFUNDABLE, and therefore may reduce the inclusions on your new experience, if that is possible. In addition, all change fees or additional costs resulting from changing your flights or other reservations will be your responsibility.
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To inquire about making a change to your plans, please email your travel concierge and have your travel certificate number available for reference. This can be found in the winner announcement email you received from ClientCare@justrewardsteam.com.
What are my tax implications for receiving this award?
The award will be disclosed as a benefit, and any taxes will be paid by the recipient. A 1099 form will be provided for tax purposes for this experience. It is the recipient’s responsibility to report such income on the applicable federal, state, and local tax filing documents. The company is not responsible for any unreported income by the award recipient.
Can I still attend my chosen trip experience if I am no longer contracted by
SmartRoof at the time of my scheduled travel?
Anyone separating from or no longer contracted by SmartRoof prior to the start date of their chosen travel experience is not eligible to travel. If there are any personal additions made to the trip, you will be responsible for any cancellation fees or non-refundable payments.
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WHILE YOU'RE TRAVELING
Is ground transportation or a rental car provided at my destination?
Ground transportation to/from the airport at the destination and/or rental car usage varies based on which travel experience you select. Where a rental car is included, pick up and drop off must occur at the same location. Rental is in 24-hour increments (i.e., if the vehicle is picked up on Monday at 1PM, the 24-hour period would be through Tuesday at 1PM). If you wish to purchase rental insurance, you can do so at your own expense. Please review package details carefully. Your travel concierge will also cover these details with you.
Will meals be provided or paid for as part of my trip experience?
Meal inclusions and credits vary based on which travel experience you select. Some experiences include credits for things such as meals, and some do not. Please review package details carefully.
Please note that any gratuities are at your own expense.
How do I pay for any extra costs associated with optional add-ons to my
experience package?
Your travel concierge will work with you to collect any payment needed for additional add-ons. If you choose to use a credit card to pay for your additional expenses, a surcharge will be applied to cover the credit card fee.
All additional expenses must be paid before any bookings are made and the trip confirmation information can be provided.
Who should I contact if I have an emergency while traveling?
In the case of an emergency while traveling,
please contact the Just Rewards Fulfillment Center at 866-904-5577.
This information will be included on your travel documents as well.
REVISIONS TO THESE FAQS:
These FAQs may be revised at any time for any reason, and we may provide notice of these changes by any reasonable means, including by posting the revised version of the FAQs on the Site. By accessing, browsing, or using the Site following the posting of changes to these FAQs, Participant accepts such changes. Participant agrees to use the Site for lawful purposes only in a manner consistent with any and all applicable rules, laws, and regulations. Any use of the Site in a manner inconsistent with these FAQs is deemed unauthorized access and may subject the user to civil or criminal penalties.
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