Terms of Use
Merchant Engagement Program

By enrolling in the Merchant Engagement Program [“Program”] and accessing the training modules hosted on this e-learning platform [“utu Academy”], an individual [“Participant”] agrees to accept the following terms and conditions. These terms are designed to protect the integrity of the utu brand, ensure transparency with our users and partners, and clarify the nature of the utu Ambassador title.

1. DEFINITION

For the purpose of these terms, the following terms shall have the meaning ascribed to them:

i. Services: shall mean the services of utu enabling the tourists to convert their Tourist Refund value into an upsized utu Voucher.

ii. Tourist: shall mean any individual/person who is not a resident of the Jurisdiction where utu’s services are available and who is eligible to claim a VAT Refund.

iii. Tourist Bonus: A multiplier is applied to the Tourist Refund Value to determine the total voucher value, with the additional amount funded entirely by the merchant/ partner.

iv. Tourist Refund Value: shall mean the actual refund of the value-added tax imposed on goods or services by the government, paid by the Tourist on tax-free purchases made in the jurisdiction where services are available, in accordance with and in compliance with the Tax Refund for Tourists Scheme and applicable law of the land

v. Tourist Refund Process: shall mean the function by which the tourist gets their Tax Refund from a registered Operator in accordance with and in compliance with the Tax Refund for Tourists Scheme and applicable law of the land

vi. utu Ambassador: shall mean an individual who, subject to the sole discretion of utu: (x) successfully completes the utu academy training, (y) agrees to abide by these terms, and receives an e-certificate of Ambassadorship marking completion of the Program from the utu Academy.

vii. Participants: shall mean every individual who signs up for the Merchant Engagement Program and accesses the training modules hosted on the platform.

viii. utu Voucher: shall mean the utu Voucher issued through the utu WebApp for use exclusively in the designated Partner Stores.

2. Applicability of terms

i. For avoidance of doubt, and notwithstanding anything contained herein to the contrary, all individuals participating in the Program, including those who have not met the necessary criteria warranted to qualify as a utu Ambassador, shall be equally bound by the conditions, restrictions, consequences and restrictive obligations set forth herein. For the purposes of clarity, nothing contained herein under this clause shall confer any rights or benefits upon the participant or entitle them to any privileges that are expressly conferred upon a utu Ambassadors under these terms. 

ii. All Program participants are further required to adhere to the Community Guidelines and any other codes of conduct, policies or instructions made available on the utu website, utu Academy, or otherwise communicated by utu in any manner whatsoever. Failure to comply with such guidelines shall be deemed a breach of these terms against which utu may invoke its rights as it may deem fit. 

3. Purpose of the Program

The Program is designed to enhance the understanding of the store staff about the utu Voucher, and to assist Tourists in understanding utu’s value proposition and navigating the voucher redemption process. The utu Ambassador should utilise the information and techniques provided through the utu Academy to assist the Tourist in maximising their purchase value through the use of their utu Voucher within the partner store.

4. No Interference with the Tourist Refund Process established by law

The utu business model does not interfere with or replace the Tourist Refund Process that is established by law. utu Vouchers are available for the Tourists to use immediately in the partner store for purchases in accordance with the Voucher’s terms and conditions. utu Ambassadors must clarify to the Tourist and remind them of their obligation to complete the Tourist Refund Process established by applicable law.

5. No Authority to Bind or Represent utu

i. Participants are not authorised to make any representations, commitments, warranties, or guarantees on behalf of utu, whether express or implied to any Tourist or otherwise, except as expressly and officially requested by utu. Any such actions are strictly prohibited and constitute a material breach of these terms. 

ii. utu assumes no responsibility and expressly disclaims all liability for any statements, promises, or actions made by participants that are not explicitly approved in writing by utu.

iii. utu Ambassadors/individuals/participants must conduct themselves in a professional, honest, and respectful manner when interacting with the Tourist or the public or while accessing the training materials pertaining to the program or accessing the utu Academy or in any other similar instance. Any behaviour that may damage utu’s brand reputation, or the Tourist’s trust will constitute a material breach of these terms.

iv. utu assumes no responsibility for the conduct, representations, or omissions of any individual acting as a utu Ambassador. 

v. Participants agree to act independently and agree to indemnify and hold utu harmless from any liability or claims arising from their conduct, including but not limited to misrepresentation, negligence, or misconduct.

vi. utu's liability under any circumstances, for any damages or liability, whether direct or indirect, in connection with or arising out of this program or these terms, in aggregate shall be capped at S$100 (Singapore dollars). 

6. No Employment or Legal Entitlements

Participation in the Program does not create any employment (contractual, agency, or representative relationship) between the participants and utu. Participants/utu Ambassadors are not entitled to wages, benefits, insurance, or reimbursement of any kind and may not claim or imply otherwise. By joining the Program, Participants waive all rights to claim compensation, severance, bonuses, or benefits under any local employment or contract laws from utu. 

7. utu’s Rights

utu reserves the complete right to revoke, suspend, or terminate the utu Ambassador title at any time, with or without cause or notice. utu in its sole discretion also reserves the exclusive right to revoke, suspend, or terminate the utu Ambassador title or take any other such action as it may deem fit in the event of a material breach of any of the Program’s terms and conditions or in any other condition as utu may deem fit. Such action may be taken at utu’s sole discretion to safeguard its brand, reputation, or interests. This includes, but is not limited to, instances of misconduct, misrepresentation, or any act deemed detrimental to utu. In such cases, utu may initiate legal proceedings, seek damages, or enforce other remedies available under applicable laws. Any disputes arising out of these terms or the Program shall be resolved in the exclusive jurisdiction of Singapore.

8. Appropriate Use of Training Materials

All training content and resources provided to Participants of the Program via the utu Academy are the exclusive intellectual property of utu and are intended solely for personal, non-commercial use by the enrolled Participants. This includes, but is not limited to, videos, quizzes, visual aids, transcripts, audios, and brand materials. Participants are strictly prohibited from sharing, reproducing, distributing, or publicly disclosing any part of the training content without utu’s prior written consent. The materials may not be used for commercial gain, public display, or any form of external branding or training without explicit authorization. For the purposes of clarity, the completion certificate received by the utu Ambassador shall be exempt from this restriction. Any misuse, including unauthorized sharing or reproduction, of any such actions pertaining to the documents, materials, certificates etc. are strictly prohibited and constitute a material breach of these terms by such participant. Participants are also obligated to immediately report any known misuse of materials by others immediately.

9. Privacy and Data Use

utu will collect and process personal information such as the Participant’s name, email address, training progress, and performance data for the purpose of Program administration. All data will be handled in accordance with the Personal Data Processing Notice. By continuing, the Participants agree to the processing of their data in accordance with the terms outlined in this notice.

10. Program Discretion and Modification

utu reserves complete discretion to modify, suspend, or discontinue the Program at any time. These terms and conditions may also be updated periodically. Continued participation in the Program, after any updates, constitutes acceptance of the revised terms on the Participants' behalf. utu may in its sole discretion, as it may deem necessary, impose a ‘ban’ on any participants account under the Program. The said ban may be appealed to such Participants by sending an email describing their queries and concerns to [email protected].  utu retains its sole discretion to accept or reject such an appeal. Submission of an appeal does not guarantee reinstatement into the program or lifting of the ban on the account.