At a glance
- We aim for a Monthly Uptime Percentage of at least 99.9%.
- If we miss it, you can claim EUR 2, EUR 5 or EUR 10 in wallet credit.
- Claims go to info@airgifty.com within 30 days of the end of the affected month.
- Critical support issues get a response target of 24 calendar hours, seven days a week.
This is the availability commitment VORNIC AI LABS LTD makes for AirGifty (https://airgifty.com), together with the service credits you can claim when we fall short. It forms part of the Terms and Conditions.
Before you rely on the marketplace
Features covered
The promise applies to the generally available paid functions of AirGifty: logging in, seeing your wallet balance and orders, topping up the wallet, ordering in-stock products and receiving your codes.
Outside the promise
It does not extend to redeeming on a brand's own platform, to the price, stock or continued availability of any particular brand, region or listing, to the accuracy of expiry windows given by an issuing brand, or to the result of a chargeback dispute with your bank.
How uptime is worked out
Our target is a Monthly Uptime Percentage of at least 99.9% for the covered marketplace. The figure equals Total Minutes in the calendar month minus Downtime Minutes, divided by Total Minutes in the month, multiplied by 100. We measure availability using our own monitoring records.
During an outage
Interruptions that are excluded
None of the following counts as Downtime or earns service credits:
- planned maintenance announced at least 48 hours ahead, up to a cap of 8 hours per calendar month;
- emergency maintenance to close a security vulnerability or contain an imminent risk;
- degraded service or outages at upstream gift card suppliers, code-fulfilment partners or issuing brands, once our reasonable failover is exhausted and the event is broadly recognised as that supplier's incident;
- interruptions caused by other upstream third parties, among them hosting, DNS, payment processors, e-mail delivery providers and the public internet;
- force majeure, such as natural disasters, war, civil unrest, government action or general internet outages;
- problems that come from your device, your connection or your e-mail provider (greylisting, delivery filters or quota issues included), or from breaches of the Acceptable Use Policy;
- denial-of-service attacks and other malicious traffic that we make reasonable efforts to mitigate;
- features marked beta, experimental or preview;
- suspensions imposed under the Terms and Conditions or the Acceptable Use Policy.
Keeping you informed
If we run a public status page, live incidents are published and updated there. For major incidents we also e-mail the account holders affected. After a material incident we publish a short summary of what happened, its impact and the follow-up work.
When you contact support
Response targets
Besides uptime, we work to these response times, counted from when you write to us, during business hours: Monday to Friday, 09:00 to 17:00 UK time, excluding UK public holidays.
| Priority | Typical situations | Target |
|---|---|---|
| Critical | The marketplace or checkout is completely down, wallet balance cannot be accessed, or delivery of a specific paid-for order is stuck | Within 24 calendar hours, seven days a week |
| High | A particular brand or region cannot be checked out, a top-up is stuck, or a code needs verifying | Within 2 business days |
| Standard | Bug reports, billing questions, account queries, general how-to questions | Within 3 business days |
| Feature requests | Ideas and suggestions | Reviewed on a best-effort basis, no committed response time |
A target marks when we acknowledge a ticket and start working on it. It does not guarantee that every issue is fully resolved within the same period. Support is given in English.
After a month below target
Credit scale
If the Monthly Uptime Percentage for a month falls below the target and none of the exclusions applies, you can claim service credits, added to your wallet balance as follows:
| Monthly Uptime Percentage | Wallet credit |
|---|---|
| 99.0% up to but not including 99.9% | EUR 2 |
| 95.0% up to but not including 99.0% | EUR 5 |
| Below 95.0% | EUR 10 |
Service credits cannot be transferred, carry no cash value and cannot be swapped for a money refund. They can be spent only on AirGifty.
Making a claim
E-mail your claim to info@airgifty.com within 30 days of the end of the affected calendar month. Include your account e-mail, the dates and approximate times of the incidents you are relying on, and any supporting evidence. Accepted claims are credited within 15 business days. We cannot process claims that arrive late or lack enough detail.
Credits as the sole remedy
As far as the law allows, these service credits are your sole and exclusive remedy if we fail to meet the availability commitment. Mandatory statutory rights you hold under consumer protection legislation are not affected.
Over the life of your account
Changes to this promise
This Service Promise may be updated as the marketplace and its infrastructure develop. Material changes, including any cut to the availability target or to the service-credit amounts, will be announced in the service or by e-mail before they take effect.
The company behind AirGifty
VORNIC AI LABS LTD, company number 17347919
Registered office: Dept 6940, 43 Owston Road, Carcroft, Doncaster, England, DN6 8DA
Telephone: +44 7458 197348
E-mail: info@airgifty.com
Write to info@airgifty.com or call +447458197348.
VORNIC AI LABS LTD, Company No. 17347919, Dept 6940 43 Owston Road, Carcroft, Doncaster, England, DN6 8DA.