Team Vitality – Frequently Asked Questions

Team Vitality – Frequently Asked Questions
1. Was my payment for Team Vitality received?
Once your benefit is active you will be redirected to a benefit activated web page. If there is a
delay in payment information, on the active landing page you will see that your payment is
pending. If your payment was not successful, you will receive a notification to let you know.
2. Can you give me more information on Team Vitality?
For more information on Team Vitality, visit Team Vitality on our website.
3. Which person on my membership has activated Team Vitality?
You can see who has activated Team Vitality on the website. Each person on your membership
(older than 18) has to activate the benefit separately. If you cannot see who has activated
Team Vitality, you can contact us to check it for you.
4. Do I get anything if I am a renewal member (not a new activation)?
As a renewal member you are eligible for the full Team Vitality benefit except the delivery of
a new running and/or cycling kit. This kit is for new activations only. As a renewal member you
will receive the R500 Rudy Project voucher, 15% Garmin discount voucher, one month’s free
digital magazine subscription to Runner’s World and/or Bicycling Magazine and a R500
voucher for a set of Beats headphones.
Please note if you are renewing or new running member you would need to collect your
licences from the following venues.
5. How does the cash back work?
A big benefit of being a Team Vitality member is qualifying for cash backs on certain events
on the Team Vitality race calendar. For your convenience once we have received your verified
data from the timing companies, we will automatically allocate your cash back. Cash back is
only paid on the pre-registration fee for an event on the Team Vitality race calendar. If you
earned R50 cash back or less, we will accumulate it for you and pay it out at the end of the
month when the total is more than R50 or at the end of 6 months, depending on what comes
first. You will not always receive cash back during the month you participated in the event as
we have to receive confirmation from the timing company first and this can take up to two
weeks. In addition to this please note that if an event takes place towards the end of the month
and we get the timing data the following month, members will only be reimbursed after the
monthly calculations have been processed. This may have implications for the financial limits
(maximum amount of money paid per quarter) on the cash backs per quarter.
6. How do I get my cash back?
We pay your cash back into your chosen cash back account at the end of your billing cycle. All
the cash back you earn with Team Vitality for each person who has registered will be paid into
this account.
7. What bank account will my cash back go into?
The main member on Vitality can choose a cash back account when activating the benefit. This
account will also be used for other benefits that earn you cash back, for example;
HealthyFood. It will default to your DiscoveryCard if you have one or to a bank account linked
to the membership. If there are no account details, the main member has to provide cash
back account details when activating the benefit.
8. How do you calculate my cash back?
You will earn cash back after activating Team Vitality and completing an event on the Team
Vitality race. You earn up to 50% cash back on the pre-race registration fee. Please note Team
Vitality reserves the right to change the allocated cash back amount on races. Your cash back
amount will depend on the type of races that you complete each quarter.. You only get cash
back if you have completed the event and we have received your verified results from the
timing company. Cash back is paid if the accumulated cash back amount is R50 or more. Any
cash back amount that is less than R50 will accumulate until the cash back for the benefit
reaches R50 or until the end of 6 months from the date that the cash back was earned, as per
the current cash back process for other benefits.
9. Which races can I get cash back on?
We have a Team Vitality race calendar and this will include all the qualifying races for cash
back. You can use the Team Vitality race calendar to see which races you can enter across the
country as a Team Vitality member and get up to 50% cash back. The races you can earn cash
back on have a cash back icon next to them. Please keep an eye on the Team Vitality race
calendar, as we’ll add new events each quarter.
10. Will I get cash back on late entries (if I enter the race on the morning)?
Yes, you will get cash back on late entries, but you will only receive up to 50% cash back
(depending on race type) on the original registration fee, not on the late entry fee (if there is
an extra fee for registering late).
11. Is there a limit on the cash back I can get with Team Vitality?
Each Vitality member with an active Team Vitality benefit can earn up to 50% of the preregistration as cash back on selected races. The amount of cash back you earn each quarter
depends on the types of races you complete in that quarter. It applies only to certain events
on the Team Vitality race calendar. For more information on events on the race calendar, you
can visit this section on our website.
12. Can my children join Team Vitality?
The benefit is currently only available to Vitality members who are 18 years and older. Children
from the age of six can earn Vitality points for completing Discovery sponsored outdoor
sporting events and parkrun events. Children older than 16 can earn points for all physical
activity. Please refer to the Summary of Points.
13. What is in my Team Vitality starter pack as a first-time member?
This depends on the sport you choose. If you choose running, you will get a Team Vitality
running vest, a 15% voucher off a selection of top Garmin devices, a R500 Rudy Project voucher
off a selected range of sunglasses, a free month’s subscription to Runner’s World magazine
and a further 60% off a Runner’s World magazine subscription through discovery/mall. You
will further receive a R500 voucher for a pair of Beats headphones from the online Apple
iStore.
If you choose cycling, you will get a Team Vitality cycling shirt, a 15% voucher off a selection of
top Garmin devices, a R 500 Rudy Project voucher off a helmet or a selected range of
sunglasses, a free month’s subscription to Bicycling magazine and a further 60% off a Bicycling
magazine subscription through discovery/mall. You will further receive a R500 voucher for a
pair of Beats headphones from the online Apple iStore.
Please note that the contents of the pack can change.
14. What are the rules for each of the vouchers?
a. Redeeming your Garmin voucher:
i. The Garmin voucher is valid until 31 December 2016.
b. Redeeming your Rudy Project voucher/s:
i. You need to register on the link to use your voucher.
ii. A voucher code can only be redeemed for each registered user.
iii. You cannot combine voucher codes on one product.
c. Redeeming your digital magazine voucher:
i. The digital magazine voucher is a promotion code and cannot be used for resale.
ii. There is a limit of one code for each MySubs account.
iii. It has no cash value and is only valid on MySubs.
iv. You will need a MySubs account to redeem your voucher.
v. MySubs terms and conditions apply.
d. Redeeming your Beats headphones voucher:
i. The Beats voucher is valid until 31 December 2016
ii. You may only redeem it on the online Apple iStore
15. Do I get a refund if I have already subscribed for the Runner’s World and/or Bicycling
online magazine?
Unfortunately not – this voucher is only valid for one month.
16. Joining Team Vitality without licences:
a. Can I join Team Vitality without taking out a cycling licence?
Cyclists must have a licence in order to enter races, and we will apply for one on your
behalf. If you are already a member of a cycling club, you MUST send us your licence
number during the activation process. This is the basic Cycling SA membership and the
provincial levy, not a full racing licence. You will receive your licence via email which
you can then print.
b. Can I join Team Vitality without taking out a running licence?
Runners in selected regions (Central Gauteng, Gauteng North and KZN) must get a
licence through us. We are currently investigating adding other regions during the year.
Please make sure that you have submitted your ASA application form. If you run in
Central Gauteng, Gauteng North or KZN you must also send us your clearance letter (if
you are currently a member of another club). As part of ASA legislation, we are unable
to provide you with your licence without this information. If you are based in another
region, you must get your own licence through any club in your region. You can also
compete using a temporary
[email protected].
licence.
Please
email
your
information
to
17. Availability of licences:
a. When will my running licence be available?
If you live in one of the selected regions (Central Gauteng, Gauteng North or KZN), you
will need to collect your licence from one of these venues. In other regions, you can get
your licences through your respective club.
b. When will my cycling licence be available?
Cyclists must have a licence, and we will apply for one on your behalf. This is the
standard Cycling SA licence, not an elite or age group licence. If you already belong to
a club, you do not have to resign from this club. We will send you your Cycling South
Africa username and password as well as your licence number. We will email you all
the necessary details. You can then print your licence from the CSA website, after which
you are exclusively part of Team Vitality.
18. How do I apply for another licence if I have lost mine?
You will need to contact the Team Vitality call centre and deposit a payment of R100 for Central
Gauteng and KZN and R160 for Gauteng North into our bank account. Once this has been
done, you will need to bring a complete ASA form with you when you collect your licence from
Discovery head office.
19. Can I be a part of two running clubs?
Unfortunately you cannot belong to two running clubs. Runners in selected regions (Central
Gauteng, Gauteng North and KZN) must resign from their current club and send us their club
clearance letter and ASA application form (which is available on the website once the member
has activated the benefit). This information should be sent to [email protected].
Runners in other areas can remain members of their current club as we currently don’t offer
running licences in these areas.
If you activate Team Vitality in a region where we do not offer licences, you can still get cash
back for events on the Team Vitality race calendar. You will also have access to the community
information that is on the website and the post-race area at selected events. We will let you
know once licences become available in other regions.
20. What is The Domicillium Rule?
a. An athlete shall only represent the ASA province where he/she lives.
b. With the exception of a National athlete, an athlete shall only be a member of a club if the
athlete and the club are in the same ASA province.
c. No athlete may relocate from one province to another without being in possession of a written
clearance certificate from his/her former province entitling him/her to compete in the new
province. Failure to obtain such a clearance certificate shall render the athlete ineligible to
compete in the new province.
21. Can I change my delivery address for my Team Vitality starter pack?
You can change the delivery address during the activation process on the website. You can
choose to have the pack delivered anywhere within South Africa. Changes to your delivery
address will not affect the address on record with Discovery. Once the benefit has been
activated and you want to change the delivery address, you will have to contact our logistics
partner via phone or email. We will confirm these contact details as soon as possible.
22. My running vest or cycling jersey does not fit properly. How can I change it?
If you are a licenced runner or a cyclist in Central Gauteng, Gauteng North or KZN, you can
exchange your running vest or cycling jersey at the regional clubhouses (Wanderers for
Central Gauteng members, Centurion Discovery office for Gauteng North and the Moses
Mabhida Stadium for KZN members) when the time trials for running take place, every
Wednesday evening in Central Gauteng and KZN. You will first have to email us to let us know
what size to bring you. If you are a runner or cyclist based in a non-licenced region, we will not
be able to facilitate changes. Members in Gauteng North may do exchanges on a Monday
from 15:30-16:00 or a Wednesday from 10:00-10:30.
23. How can I get an additional running vest or cycling jersey?
You can purchase an additional running vest or cycling jersey from us by emailing:
[email protected]. We will then send you the banking details to do an EFT and
outline the various collection options we offer for this new kit collection.
24. My running vest or cycling jersey is defective. How can I get a new one?
If you find any defect with the running vests or cycling jersey, you must contact us immediately
and let us know. We will arrange delivery of a new running vests or cycling jersey. You must
return the original running vest or cycling shirt, with the tags still attached; at the time that the
delivery of the new running vest or cycling jersey takes place. The delivery company will
contact you in order to arrange a suitable date and time. As per South African retail regulations
no exchanges or returns may be made after one month of receiving your gear.
25. If I cancel the benefit, do I get a refund?
When you activate Team Vitality and pay the activation fee, there is a “no cancellation” policy
on this benefit. Unfortunately we will not be able to refund you once the activation fee has
been paid. If you choose to terminate the benefit or your Vitality policy, the ordinary rules for
the termination of a benefit and Vitality membership will apply.
26. Where can I get details about the time trials, such as time and dates?
Details about time trials, weekly cycling events and club details are available on the website.
More information about these time trials will be communicated through the weekly running
newsletter. At the moment we are only hosting time trials in Central Gauteng and KZN but an
update will be sent should this change.
27. In which provinces is Team Vitality active? Why don’t you offer it in my province?
For running, we are currently applying with ASA to offer licences in all regions. As we secure
licences in a region, we will let you know. You can still be part of Team Vitality in other regions
but you will have to get your licence through a running club in your region until we are able to
offer running licences in more regions. At the moment we offer licences for Central Gauteng,
Gauteng North and KZN only as this is where we have had the most interest. Team Vitality for
cyclists is active nationwide.
Central Gauteng Athletics Demarcated Areas
City
of
Johannesburg Ekurhuleni Metropolitan
Municipality
Municipality
Alexandra
Alberton
Johannesburg
Germiston
Lenasia
Benoni
Midrand
Boksburg
Roodepoort
Brakpan
Sandton
Clayville
Soweto
Daveyton
Devon
Duduza
Edenvale
Germiston
Impumelelo
Isando
Katlehong
Kempton Park
KwaThema
Nigel
Reiger Park
Springs
Tembisa
Thokoza
Tsakane
Vosloorus
Wattville
West
Rand
Municipality
Bekkersdal
Bhongweni
Carletonville
Fochville
Kagiso
Khutsong
Kokosi
Kromdraai
Krugersdorp
Magaliesburg
Mohlakeng
Muldersdrift
Munsieville
Randfontein
Toekomsrus
Wedela
Welverdiend
Westonaria
District
Gauteng North Athletics Demarcated Areas
Hamanskraal
Temba
Winterveldt
Soshanguve
Garankuwa
Pretoria North (all areas)
Sinoville
Gezina
Waverly
Wonderboom
Wonderpark
The Orchards
Rosslyn
Theresa Park
Amandasig
Visserhoek
Montana
Mamelodi
Cullinan
Ekangala
Baviaanspoort
Zonderwater
Roodeplaat
Silverton
Eesturust
Lindo Park
Bronkhorstpruit
Pretoria Inner city
Pretoria West (All areas)
Lotus Garden
Atteridgeville/Saulsville
Laudium
Olivenhoutbosch
Centurion (all areas)
Kosmosdaal
Thatchfield
Pretoria East (all areas)
Bavianspoort
Tuine
Daspoort
Pretoria South (all areas)
KwaZulu Natal Athletics Demarcated Areas
EThenkwini Umlazi
EThenkwini Pinetown
Umgungluvo
Peitermaritzburg
Umajuba New Castle
Ugu
Umdoni
Vulamehlo
Ingwe
uMzimkhulu
Mandeni
Ndwedwe
Umzimlati Dundee
Uthugela Lady Smith
Zululand
AbaQulusi
eDumbe
Ezinqoleni
Umuziwabantu
Harry Gwala (Sisonte)
Kwa Sani
Ilembe
Mandeni
Nongoma
Ulundi
uPhologolo
Richards bay
Uthungulu
Hibiscus coast
Umzumbu
Greater Kokstad
Ubuhlebezwe
KwaDukuza
Maphumulo
28. I didn't get my starter pack.
Please contact us immediately through our call centre and we will investigate this for you.
Please give us your membership details, details of payment, the date you activated Team
Vitality and the order number that we sent to you.
29. What type of cycling/running support do you provide?
You can access information on the website and in the newsletters. We will share tips and
useful blogs on our Team Vitality community web page as well as in other Team Vitality
communication.
30. Which events will have hospitality? What type of hospitality will be offered?
There will be a hospitality area at specific events where members of Team Vitality can enjoy
various benefits and refreshments on offer. We will advise on these races as soon as these
have been selected.
31. How do I use the vouchers I got?
Once you’ve activated Team Vitality, you will get a welcome email with all the voucher codes
and instructions on how to use them. Your Garmin code will be SMSed separately as this is a
unique code.
32. Why is an event not on the race calendar?
We have selected events for our calendar using various criteria. In compiling a list of races that
would qualify as Team Vitality races, we looked at those events in which Vitality members
participate the most. We are also constantly reviewing the list to see what exciting new events
can be added to give our members more choice, and will inform our members of any updates.
The current list primarily includes events for the first quarter of the year from when the benefit
is active as well as the biggest and most anticipated races of the year, and we will be updating
the calendar every quarter. The original calendar shown at launch included all the events that
we were targeting, but it was also subject to change.
If you would like us to consider including another event, you can email us the details and we
will take it into consideration.
33. Why isn’t Team Vitality for other sports (swimming for example)?
Team Vitality is currently for running and cycling only as these are the sports in which the
majority of our members currently participate. We are focusing on these sports for the now.
34. I read/heard about Team Vitality. How do I join?
To join Team Vitality you will need to activate the benefit, you can do this by visiting the
Discovery website.
35. I activated Team Vitality online. What is the progress of my application?
Once you have made payment and it was successful, you are part of Team Vitality. If your
activation is successful, you will get a welcome email within a few days. This email will confirm
your registration and provide you with information about your kit and vouchers. If you see
that your payment is pending, you will need to come back and check if the payment has been
successful. If payment fails after it was pending, we will send you a payment failure notification
as well as a transaction reference number and details on how to find out more information.
36. I completed a race. Why didn't I get my points?
We need to verify your race completion details with the timing company, before we allocate
your points. Points should reflect within a week of the race date.
37. How long will my points take to reflect?
We need to verify your race completion details before we allocate your points. Your points
should appear on the Vitality Points Monitor within a week of the event date.
38. Can I use my running number from last year?
You have to use a new 2016 licence, if you are a renewing member we will make every effort
to ensure members get the same licence. Unfortunately you are not guaranteed that you will
get the same licence as ASA don’t always distribute the same licences as the previous year.
We therefore apologise in advance should you not receive the same licence number. In
Central Gauteng, Gauteng North and KZN this has to be a licence from Team Vitality. The ASA
application form is available on the website at the end of the activation process as well as on
the Team Vitality page once your benefit is activated successfully. According to ASA
regulations, until we have received your ASA application form and your clearance letter (if you
are currently a member of another club) we will not be able to send you your licence or kit.
You will be required to purchase a temporary licence for events. In other regions, you can
apply through your current running club or use a temporary licence for races.
39. My starter pack was missing an item that was promised.
The contents of the starter pack can change at any time. If you feel that something is missing,
please contact us immediately so that we can check the contents for you.
40. How do I enter races on the Team Vitality race calendar?
You must register for events on the race website, not the Team Vitality website. You should
also refer to the specific race website for details of any rules for race registration as created
by the race event company.
41. Why don’t I see my race on the Vitality Points Monitor?
Points take up to seven days to reflect on your points monitor. If you don’t see your points
after this time, it may mean that there was an error during race registration. You will need to
contact the race company to check that they have the correct details. If there was an error,
the timing company will need to send us your results.
42. An incorrect time for my race appears on the Vitality website. What must I do?
This may mean that there was an error during race registration. Please contact the race event
organisers directly to check that they have the correct details for you. If there was an error,
we will update your profile as soon as we receive the correct details from the race timing
company. If your details were captured correctly by the race organisers, we will log an enquiry
on your behalf. If there was a problem with your timing chip, we would not be able to record
your results.
43. What do I do if my timing chip malfunctioned and didn't work on race day?
If there was a problem with your timing chip on race day, we will be unable to confirm your
results. Unfortunately we will be unable to award you with the points or the cash back unless
you are able to get confirmation of your results from the timing company. If they are able to
verify that you completed the race, they will need to send your results to us so that we can
award you with the points and cash back for the race.
Please note – all members are responsible for checking the working order of their timing chips.
You have to check that your timing chip is in working order. It is the only way to confirm that
you completed an event, and then award your cash back and Vitality points.
44. What is my username/password for the Cycling South Africa website?
Cycling South Africa (CSA) will send you your username and password via email once we have
applied for your licence with them. If you still have queries around this, we will log an enquiry
with CSA.
45. I lost my cycling licence card. How do I get a replacement?
You can log in to the CSA website and reprint your cycling licence card.
46. Does my Team Vitality activation include my cycling racing licence?
If you activated your Team Vitality benefit for cycling, this will include your cycling licence. We
will apply for a licence on your behalf. Cyclists must have a licence if they want to participate
in races. We will apply for the standard CSA licence, as well as your provincial levy, not an elite
or age group licence. If you want to upgrade your licence, you can do this on the CSA website.
If you already belong to a club, you do not have to resign from this club. Once we have received
your CSA licence number you will receive all the necessary details via email. You can then print
your licence from the CSA website, after which you are exclusively part of Team Vitality. You
must wear your Team Vitality colours when you participate in races. Sponsored riders are
allowed to race in sponsored kit.
47. How do I know when my starter kit will be delivered?
The delivery company will call you to agree on a date and time that they can deliver the pack.
If you are not home at the agreed time, you will be contacted again to arrange another date
and time.
48. Do I have to cycle and run in the kit provided?
If you selected cycling when you registered, you must participate in the Team Vitality kit.
If you selected running when you registered and you are in a region where we provide
licences, we would like you to complete your races in the kit provided. If you have not yet
received your running vest, you can wear an unbranded shirt of a neutral colour until you
receive your race shirt. If you are part of a running club in a region where we don’t offer a
licence you may have to run in your running club colours.
49. How does Team Vitality plan to ensure that people are running in their Team Vitality
sports shirts?
It is a club rule, CGA and ASA rule to run in your Team Vitality running vest, although we have
no way of checking that you do. If you are found to be in breach of this rule and this has been
reported to the club we will take this up with the club committee.
50. How do I return a product I bought using my voucher?
Rules around vouchers and product return policies are created by voucher suppliers. Please
refer to their websites (details of which are available in your welcome letter) to find out what
these rules are.
51. Where can I get more information on clubs?
For more information regarding Team Vitality venues, please visit the website.
52. How do I unsubscribe from the Team Vitality newsletters?
As part of Team Vitality, you will receive emails, newsletters and more. You can unsubscribe
from specific communication by emailing us. As part of legislation, we may not unsubscribe
you from communication where we inform you of any changes to the benefit.
53. Why are triathlons not included in the Team Vitality race calendar?
Team Vitality is a running and cycling benefit at this stage. Keep an eye on the calendar to see
if we add any new events in future.
54. Why do you need a clearance letter from my old club?
According to ASA regulations, a member may not join another club without submitting a
clearance letter from their previous club.
55. Is my licence fee included in the activation fee?
If you selected running and you live in Central Gauteng, Gauteng North or KZN, you will receive
a licence. If you live in a region where we do not offer licences, you will need to join a running
club to get a licence and pay the cost of the licence. You will still get up to 50% cash back
(depending on race type) for events that appear on the Team Vitality calendar, Vitality points
and the starter pack with your race shirt and vouchers. If you selected cycling, your licence is
included in the fee.
56. Can I use the Garmin voucher at any store where these products are sold?
You can only redeem your Garmin voucher online at www.garminonline.co.za/vitarun or
www.garminonline.co.za/vitacycle. You will find the devices that you can get discounts on to
help you meet your fitness goals. You will need to enter the voucher code that we sent you in
your Welcome email to get this discount.
57. Can I redeem the Rudy Project voucher at any store?
You can only redeem your Rudy Project voucher through the Rudy Project website link
provided in your Welcome email. You will need to enter the voucher code that we sent you to
get this discount.
58. Do I get vouchers for running and cycling if I join both i.e. do I get both starter packs?
If you sign up for both running and cycling you will receive two Garmin vouchers, two Rudy
Project vouchers and two Beats voucher. Cycling and running have different products on offer.
You can only use one voucher per device. You will need to enter the voucher code that we
sent you in your Welcome email to get this discount.
59. How many Vitality points do I earn for Team Vitality races?
You can earn a maximum of 30 000 fitness points in a year, including points earned for
completing a Vitality race event.
For more information about Vitality points, please refer to the Vitality race events benefit
guide on the Discovery website.
60. Why can’t I get a specific licence number?
Unfortunately we are not able to request a specific licence number on your behalf unless it is
your previous year’s number and you are a renewal Team Vitality member. It is legislated that
a member runs with the licence number granted to them by the ASA. A member running with
the incorrect licence number will be disqualified from the race. It is your responsibility to
ensure that you run in the licence that was approved by ASA in your application.
61. Why can’t my child who is not yet 18 activate the Team Vitality benefit and receive cash
back?
According to current South African legislation, a company may not contract with a minor (who
is under 18 years of age). On joining Vitality you agree that you are an adult. A minor can still
receive points for an event (if they are qualified to participate in that event according to the
rules of the race company), but are not permitted to receive cash for the event.
62. Why Haven’t I received my kit if I registered for Team Vitality over a month ago?
Before you receive your kit a number of processes take place. You will receive a phone call
from Team Vitality’s couriering company, Digital Planet. They will confirm with you your order
as well as your delivery address. If they were unable to get hold of you they will then send you
an SMS. After thirty days, if they were still not able to contact you, an email will be sent to you.
Unfortunately after thirty days of not being able to contact you, your order will be placed on
hold. If you have not received your kit after thirty days of registering, please contact the
Discovery call centre.