Legal Information & Notices
Tax-free shopping is the purchasing of goods in a foreign country and obtaining a tax refund for the value-added tax (VAT) or goods and services tax (GST) paid for them.
utu Tax Free is available for download on the Apple App Store & Google Play Store.
If your app keeps crashing, try closing and reopening it. If that does not work, check for and install the most recent version of the utu Tax Free app. If the problem persists, contact us via utu Support with the following information:
utu Tax Free Card is a virtual card for tourists to upsize their tax refunds on any Tax Free Form in 50 countries. utu Tax Free card can be activated in the utu Tax Free app and has a validity of 58 months. The utu Tax Free Card allows you to receive your tax refunds via two refund methods:
The utu Tax Free Card can only be used for receiving tax refunds and is not a credit or prepaid card.
utu Tax Free Card is a specially designed card that aims to give you more on your tax-free shopping in 19 European countries. In Europe, tax-free operators usually charge high foreign exchange fees (typically between 5-8% of the refund amount) when they refund you in your home currency. utu Tax Free Card ensures you do not get charged with these high fees and instead, returns more to you.
The 5% upsize is applicable only when you choose a non-EU (€) issued payment card to receive your tax refund.
To activate utu Tax Free Card on the utu Tax Free app, follow these simple steps:
utu Tax Free Card will be valid for 58 months from the date of activation and you will be notified to renew it before expiry.
The 16-digit virtual card number can be found under the utu Card page once you tap on Show card details.
utu supports all currencies of the 50 countries that utu Tax Free Card is applicable to process your refunds.
If you have chosen to receive your refund as cash credited to your payment card, utu will refund it to you in your home currency if it is listed below.
AUD, CAD, CHF, CNY, GBP, JPY, HKD, SGD, THB, NZD, USD
If your home currency is not on the list, utu will credit your refund to your payment card in USD which will then be converted to your home currency at the daily conversion rate.
utu supports the following payment card schemes:
Visa Credit Card, Visa Debit Card, Visa Electron, MasterCard Credit Card, MasterCard Debit Card
Note: utu does not support pre-paid cards for refunds.
Tax refunds may take 3-6 weeks from Customs verification depending on the Tax Refund Operator. After receiving your tax refund, utu will credit the refund to your preferred refund method.
No. utu Tax Free Card can only be used for receiving tax refunds and is not a credit or prepaid card.
Upon activating your utu Tax Free Card, you automatically unlock the Traveller tier benefits of the utu Membership for every VAT refund. We recommend that you upgrade your utu Membership tier to either Explorer, Voyager or Elite to enjoy additional benefits before or during your travels.
Yes! If you don’t already have an active membership, you are eligible for utu Membership if you complete the registration process on your utu Tax Free app.
Membership Tiers | Traveller | Explorer | Voyager | Elite |
Instant Reward | NIL | 2,300 utu Miles (worth USD230) | 6,000 utu Miles (worth USD600) | 12,500 utu Miles (worth USD1,250) |
Recognition Reward | 25% | 26% | 28% | 30% |
Annual Fee | Complimentary | USD199 | USD499 | USD999 |
The participating partners are listed below:
Yes, you can subscribe for any utu Membership tier without first activating the utu Tax Free Card.
However, we recommend that you activate your utu Tax Free Card along with subscribing for a premium utu Membership tier at the time of registration to take advantage of the benefits and have it ready for use when travelling.
Simply follow these steps to subscribe for a premium utu Membership tier:
Once you have subscribed for a utu Membership, you won't be able to cancel it. It will expire a year from activation, and you can then renew it.
You can only upgrade to another tier if you are currently on the Traveller tier. You are also unable to downgrade your tier until the current membership tier expires (one year from the date of activation).
We need you to select a Rewards program so that we can provide your joining bonus Rewards after subscribing to a premium utu Membership tier as you can do so from within the Account section of the app.
Your utu Membership benefits do not apply to any VAT refund received to your utu Tax Free Card number after the expiration date.
We will provide instructions on renewing your membership closer to the time of expiry.
Your utu Membership benefits are non-transferable.
Your utu Membership is valid for one calendar year from date of activation.
You will receive your joining bonus Rewards immediately after subscribing for a utu Membership.
Your new tax-free shopping benefits will be automatically applied to each VAT refund received to your utu Tax Free Card number. You can find your utu Membership benefits from the ‘Account’ tab and click on ‘Membership.’
Your utu ID is your utu Membership number. Go to 'Profile' on your utu Tax Free app home screen and click 'View Profile.'
To receive your tax refund in Frequent Flyer Miles, you will need to add and select your chosen Frequent Flyer Program as the refund method.
You will be required to provide your membership account number and other necessary details. Once added, select your preferred Frequent Flyer Program as your default refund method to receive your tax refund in Frequent Flyer Miles.
If you have already selected Payment Card as your default refund method, you may make the change by selecting any of the Frequent Flyer Programs that you have added. To set a Frequent Flyer Program as your default refund method:
You will see an indication on the app of your newly selected default refund method.
You will receive your refund within 10 working days from utu receiving your refund from the respective Tax Refund Operator, depending on the refund method you choose.
If you have chosen to receive your tax refund in Frequent Flyer Miles, the time taken to receive your refund will vary based on the respective Frequent Flyer Programs. Do ensure that you have entered the correct membership account information as incorrect information will cause a delay in processing.
utu will notify you once you have received your tax refund in your preferred refund method.
Contact your Frequent Flyer Program membership services if you still have not received your Frequent Flyer Miles after 10 working days.
The type of refund you receive is determined by the refund method selected when your tax refund is processed by a refund operator to your utu Tax Free Card. To ensure you receive your refund in your preferred method, ensure you have selected it before completing your customs validation upon departure.
Check that you have entered your Rewards account number correctly. We are unable to link your Rewards account to your Refund Method on your behalf. If you are having trouble linking any of your Rewards account to your Refund Method, please contact us through utu Support.
Go to Login, tap on Forgot your password and tap on Reset after entering your email. Follow the instructions sent to your email.
Yes. Go to the Profile page, tap on View Profile to edit the mobile number or email address. Once you have successfully changed the mobile number, you will receive an OTP to verify the new number.
You may enable notifications via your device’s settings. Notifications may include alerts, sounds and icon badges. These can be configured in settings. utu encourages shoppers to enable notifications for you to receive timely information on your tax refunds.
Please refer to the utu Terms of Use and Privacy Policy.
To receive the verification code, make sure you have entered the correct mobile number. If the problem persists, please contact us via utu Support.
Yes, you can as your passport is still valid. Your passport is required as part of the identity verification process.
We're sorry to see you go. You may send your request to cancel your account via utu Support.
To be eligible for the promotion, you must first be an Infinity MileageLands member.
You must also accumulate tax-free shopping receipts up to USD1,500 and make your utu Tax Free Card as the refund destination to receive the Bonus Award Miles.
Yes, you must be an Infinity MileageLands member to qualify for the promotion. If you are interested in the promotion but not a member, you can sign up to be one here.
Here’s how to receive the extra 250 Bonus Award Miles.
1. Sign up and activate your utu Tax Free Card
2. Select Frequent Flyer Program and add your Infinity MileageLands membership account as your preferred refund method
3. Accumulate tax-free shopping receipts up to USD1,500 with utu Tax Free Card as your refund destination
4. The 250 Bonus Award Miles earned for accumulated tax-free shopping receipts up to USD1,500 will be credited to your Infinity MileageLands account within 10 working days
The 250 Bonus Award Miles Promotion is valid from 04 Mar 2022 to 30 Sep 2022.
The 250 Bonus Award Miles earned for accumulated tax-free shopping receipts up to USD1,500 will be credited to your Infinity MileageLands account within 10 working days.
You will receive a 25% upsize on all tax refunds. To illustrate, for every 100 USD Tax refund, you can earn 125 USD worth of Award Miles which converts to 3,125 Award Miles.
The Refer & Earn campaign is a rewarding way to share and introduce utu Tax Free to your friends and family.
It rewards you with 500 bonus miles in your preferred Frequent Flyer program and your friend with 1000 bonus miles in their preferred Frequent Flyer Program. As long as your friend subscribes to a premium Membership tier (Explorer, Voyager and Elite), you both will receive your bonus miles!
You will be eligible for the Refer & Earn Campaign if your premium Membership tier is Explorer, Voyager, or Elite.
A referral is successful when your friend has subscribed to any of the premium Membership tiers (Explorer, Voyager or Elite).
Here’s how you can invite a friend for the Refer & Earn Campaign:
Anyone who has not subscribed to any premium utu Membership tiers (Explorer, Voyager, or Elite).
You will receive 500 bonus miles from the Frequent Flyer Program you have selected for each successful referral.
Your friend must have successfully subscribed to one of the premium Membership tiers (Explorer, Voyager, or Elite) in order to receive your campaign reward.
If your friend has successfully subscribed to any of the premium Membership tiers but you have not received your reward, you can do the following:
When you and your friend successfully subscribe to any of the tiers of utu Membership, you will receive a push notification on your utu Tax Free app to inform you of a successful referral.
Go to the Profile page, tap on Help and then Contact Us.
Otherwise, you may contact us at:
utu Support
Toll Free: +44 (800) 041 8174
Business hours: Mon–Fri 11:00-19:00 (CET or UTC/GMT+1)
After 19:00 (CET or UTC/GMT+1): Email us or leave a voicemail
Email: ututaxfree@utu.global
The FAQs are some of the questions that we frequently get asked in relation to our products and services. The questions and answers are not intended to be exhaustive and do not constitute legal advice for your particular question, issue or concern and are meant to serve merely as guidance and consequently have no legal merit. The information, however, is intended to be helpful and to assist you with queries which you may have regarding the products and services. For more information, we advise that you review the terms and conditions for the products and services and if necessary to contact us to dialog further on your queries.
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*30% more on your tax refund amount in rewards is applicable when you sign up for an Elite tier membership.
An activation fee of €1.99 will be refunded upon your first transaction.
Asad Jumabhoy is utu’s co-founder and CEO. Asad sits at the helm of strategy that steers utu’s development of new and disruptive technologies in the tax-free shopping market. Asad is a pioneer and major industry player who has shaped and grown the VAT refund sector as we know it today. He transformed both Global Blue and Premier Tax Free (now Planet) into industry leaders through strong management and business acumen. His drive to improve the tax-free shopping arena through innovation is combined with in-depth industry.
Ameer Jumabhoy is a co-founder of utu. As well as guiding the company’s overall direction, he leads utu’s consumer technology transformation and community team. This includes the development of customer interfaces on mobile platforms, website, WeChat as well as customer growth. Ameer holds an MBA from the MIT Sloan School of Management and a BA in Political Science from Rice University.
Depending on the Frequent Flyer Programme and utu Membership tier selected.
Frequent Flyer miles may take 3-7 days to be credited, depending on Frequent Flyer Programme selected.
Alessandro has over 28 years of experience working for multinational companies in Finance and Operations, developing innovative financial services. His experience stems from him working for companies such as Lease Plan, De Lage Landen Leasing, ING Car Lease and BMC Software.
Since joining utu at the end of 2018, Alessandro strives to innovate the tax refund service in favor of travellers by developing alternative consumer-centric tax-free schemes and refund channels.
Lee Ling is the head of PMO at utu. She is a certified Agile Project Manager with over 17 years of experience in the software development domain. She serves as a subject matter expert in Agile and Scrum methodology across the technology team and organization.
Lee Ling started her career in the IT industry in 2002 and has since held different roles in the Telecommunication and Fintech domains. Lee Ling is motivated by her team’s dedication to complete tasks and ensures that the user journey for customers is seamless. In her free time, Lee Ling likes to do yoga every day.
Barbara is responsible for utu’s Retail Excellence in Italy.
Barbara joined utu in 2019 as a Sales Support Executive for the Italian market. Barbara has vast experience in events organisation, customer support, and human resource management from the fashion industry. Currently, Barbara ensures the efficient provision of sales and services to partners and customers, ensuring smooth operations and post-sales service, owing to her in-depth knowledge of utu’s products.
Barbara enjoys travelling and engaging in bricolage in her spare time.
Sugu is Regional Director for Middle East and North Africa for utu. He is based in Dubai, UAE and has close to a decade of experience as a senior economic and trade official. His entrepreneurial nature has allowed him to successfully advise companies on market entry and penetration, and business transformation, and has a unique bird’s eye perspective across sectors like Food & Beverage, Transport & Logistics, ICT, Finance, and Infrastructure.
He has cultivated and maintains deep networks in MENA and Singapore, and has long-standing relationships with key personnel and high net-worth individuals from both the private and public sectors.
Sugu is passionate about solving social issues through entrepreneurial and creative means and is always on the hunt for like-minded people to mobilize change. He is the co-founder of ‘Straits Restaurant’ – a Singaporean/Malaysian food venture in UAE and enjoys watching sports, making a good cup of chai for his friends and learning new recipes in his free time.
Mary is the Senior QA Engineer of utu. Her role is to test and identify bugs present in the development of the application. She is always eager to gain knowledge on new technologies which can improve the applications we use and therefore make our products more user-friendly.
The help and support from her colleagues drive Mary to improve her personal and professional growth. She ensures that all the improvements she makes to a product will give confidence to customers and can create a loyal customer base. In her free time, Mary likes watching movies and surfing the web.
Sanjay Chinchwade is utu’s Chief Marketing Officer, responsible for utu’s global positioning and growth through effective targeted customer acquisition and effective reach. Sanjay heads development of multi-channel marketing and communications strategies for utu, as well as leading strategic partnerships with airlines, hotels, financial institutions, card schemes, and key merchants. He brings over 25 years of work experience from global companies in Asia, including leadership roles at Ogilvy and American Express, where he led teams developing new business partnerships and heading premium products and card services in Asia.
Sridhar Vorla is the Head of Cloud Infrastructure & Services at utu. Proficient in designing & maintenance of secure, scalable & highly available Architectures on the Cloud, Sridhar is pivotal in maintaining existing and enterprise-wide IT infrastructure, anticipating future requirements, and providing strategic inputs for new IT / Cloud systems.
Sridhar started his career in the IT industry in 2005 and has since held different roles in the Healthcare, Telecommunication and E-Commerce domains. Beyond utu, Sridhar likes to spend time with family and listen to music.
Ann started her career in 2006, and has vast experience in the hospitality industry, primarily in luxury 5-star hotels in Singapore, with an emphasis on guest-facing services and operations. In her current role, Ann connects the partner and customer communities of utu. Her keen interest in technology enables her to better understand the needs and expectations of our customers. This ensures utu’s customer journey is as seamless as possible.
In her free time, Ann enjoys riding bicycles and exploring good food in and around Singapore.
Nicky is the Country Manager for utu’s Thailand office. Nicky has vast experience working with different companies throughout her career. She has worked as country manager for a peer-to-peer payment fintech company. She has also co-headed and co-founded other companies. Nicky has also managed her own chain of brick-and-mortar retail pharmacies.
Nicky is passionate about people and the driving forces that impact daily life. She hopes to be able to use technology to improve the efficiency of what individuals are not aware of and improve their experience. In her free time, Nicky enjoys travelling and cooking for her family and friends.
Vidur has over 30 years of experience managing teams in a multitude of large multinational technology companies design, develop, integrate and go-to-market with products in wireless telecommunications, payment systems, and healthcare. The benefit of an engineering background and military test pilot experience has led to a razor-sharp focus on excellence in Program Management, Technology Strategy and Delivery, and Business Process & Operations Re-Engineering at companies such as T-Mobile, Kaiser Permanente, Boeing, Accenture, and Sutter Health.
Since joining utu in early 2020, Vidur has strived to transform the structure, procedures and processes in the technology organization in order to become an enabler of the business needs of utu, while identifying and integrating innovative FinTech solutions into our product offerings.
Alice is the Senior Finance Manager of utu. She is equipped with over 21 years of Finance and Management experience from various industries. She joined utu in 2016, leading Finance and Admin functions for utu headquartered in Singapore, with offices in Luxembourg, Italy, France, Austria, Korea, Thailand and India.
Alice constantly strives for self-development and approaches everything with a positive attitude. She also ensures that her individual contributions would impact the customer experience. In her free time, Alice enjoys travelling, sports and cooking.
Ester has worked for 9 years in the tourism industry, with extensive expertise in developing partnerships in the hospitality sector. Dealing with prospective clients both in UK and Italy, Ester has helped grow the travel industry through a wide range of established partnerships. Being very results-oriented, Ester perseveres until her clients are fully satisfied with her work.
To complement her professional skillset, Ester enjoys reading to learn new languages and cultures. Beyond the office, Ester regularly participates in yoga to ensure she’s able to meet her shopping goals.
Joshua is the Jedi Master of design at utu, based in our Singapore headquarters. On a deep foundation of communication and media studies, he has built a broad design repertoire from advertising to architecture. Day-to-day, Joshua leads the user experience (UX) and interface (UI) design for the utu Tax Free app… and creates many other pretty things.
Besides art and design, Joshua’s other passion is technology. His interest is by no means limited to Apple products; a fact he needs to constantly remind his Android rival, Ameer.