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Frequently Asked Questions

Neupass
Program

WHAT IS NEUPASS?

NeuPass is your access to a power-packed membership programme where you shop, order food, book your travel and a lot more, while being rewarded for it. NeuPass rewards you with a minimum of 4% NeuCoins that you can earn and use across multiple brands on TataNeu.

WHAT ARE NEUCOINS? WHAT CAN I DO WITH THEM?

NeuCoins are the universal reward points that you can earn and use on TataNeu & it's partner brands. You can earn NeuCoins and use them while shopping, making hotel & flight bookings, ordering food, and so much more. 1 NeuCoin = ₹1.

WHAT ARE THE DIFFERENT THINGS I CAN DO ON NEUPASS?

NeuPass opens for you a whole new world, in which you can:

Shop for the things you love – fashion, electronics, grocery and more.
Give wings to your travel plans, by booking flights & hotel.
Indulge the gourmet in you, by ordering food from the most iconic restaurants at unmatched deals
Make payments for not just shopping and bookings, but also transfer money to your family or friends.
Stay on top of your bills, by paying them easily in one go.
Need financial help? Personal loans, easy credit and insurance plans will be within your reach.
Earn as you spend. You can earn NeuCoins when you shop across multiple brands on TataNeu. You can use these NeuCoins for discounts on your next shopping or travel booking.
Feel special, with personalised & unmatchable offers that bring you even closer to everything you love.
Stand out from the rest, with personalised recommendations and reads.

WHAT ARE THE REWARDS & BENEFITS I GET WITH NEUPASS?

NeuPass rewards you for every purchase made on TataNeu and its partner brands. You'll earn minimum 4% NeuCoins on each order when you're shopping, ordering food, booking travel and a lot more! Use your NeuCoins across multiple brands on TataNeu. 1 NeuCoin = ₹1.

WHY HAVE MY LOYALTY MEMBERSHIPS WITH VARIOUS BRANDS BEEN MERGED ON NEUPASS?

We know you love your memberships with our partner brands, so we've brought them all together with NeuPass. Now, you can earn minimum 4% NeuCoins across your favourite brands and use them for your shopping, bookings, and orders across brands.

WHAT HAPPENS TO MY EXISTING REWARDS, POINTS AND MEMBERSHIP BENEFITS?

They move with you! You can continue to enjoy your existing rewards, NeuCoins, and benefits from various brands, on TataNeu. Your current points will get merged into your NeuCoins balance, and your membership privileges from our partner brands will also continue. The terms of your membership with the partner brand will also continue to hold good.

HOW CAN I EARN NEUCOINS?

You can earn NeuCoins through eligible transactions on TataNeu and TataNeu’s partner brands.

HOW CAN I USE MY NEUCOINS?

You can use your NeuCoins on a bunch of things including:

- Stays, dining, bar & spa spends at Taj, SeleQtions ,Vivanta, Ginger and amã Stays and Trails .

- AirAsia India flight bookings.

- bigbasket Orders.

- Purchases from Croma.

- Shopping on Tata CLiQ.

If you are shopping online, you can use your NeuCoins by selecting Tata Pay as the payment method. If you are shopping in-store, you can inform the cashier that you'd like to pay with your NeuCoins. NeuCoins can only be used on eligible transactions as defined by the individual brands and the NeuCoins with the closest expiry date will be used up first so that you can get the most out of your rewards.

WHEN WILL MY NEUCOINS EXPIRE?

Your NeuCoins expire 365 days after your last transaction involving an eligible earn or use of NeuCoins (even if it’s just one NeuCoin earned or used). During special promotions, you might also earn additional NeuCoins. The expiry of these NeuCoins will be mentioned at the time of issuance.

CAN I EARN OR USE MY NEUCOINS IN FRACTIONS?

No, NeuCoins cannot be earned or used in fractions. They’re rounded off to the nearest integer just the way you rounded decimals in school. NeuCoins greater than or equal to 0.5 are rounded up while NeuCoins less than 0.5 are rounded down.

HOW DO I CHECK MY NEUCOINS BALANCE ON TATANEU?

That’s easy. Just visit the TataNeu app or website and look for your NeuCoins balance on the TataNeu homepage.

DO I NEED TO HAVE AN EXISTING MEMBERSHIP OF ANY PARTICULAR BRANDS TO JOIN NEUPASS?

No, that’s not required. Everyone is welcome to sign up for NeuPass. Click on the ‘LOGIN/JOIN’ button at the top to enroll.

ARE THERE ANY CHARGES TO SIGN UP FOR NEUPASS?

No, it’s rewarding all the way! There are no charges whatsoever for becoming a NeuPass member.

I AM A NON-RESIDENT INDIAN (NRI). CAN I STILL JOIN NEUPASS?

Yes, absolutely! NeuPass is open to everyone.

I AM NOT AN INDIAN CITIZEN. CAN I STILL SIGN UP FOR NEUPASS?

Yes, you can certainly join NeuPass.

IS A PHONE NUMBER OR EMAIL ADDRESS NECESSARY TO SIGN UP ON TATANEU?

Your mobile number and the OTP sent to it are needed to sign up for TataNeu. It is needed to send monthly NeuCoins statements and other important communication.

HOW LONG DOES IT TAKE FOR NEUCOINS TO BE DEDUCTED AFTER I USE MY NEUCOINS FOR A TRANSACTION?

If the transaction is successful, then NeuCoins are deducted immediately from your account.

MY TRANSACTION FAILED, BUT NEUCOINS GOT DEDUCTED FROM MY ACCOUNT. WHAT DO I DO?

If the transaction has failed, then the corresponding NeuCoins will be refunded to your account within 24 hours.

IS THERE A WAY I CAN GET BACK MY EXPIRED NEUCOINS?

No, there is no way to reverse expired NeuCoins into your account.

WILL I RECEIVE A STATEMENT ABOUT MY NEUCOINS?

Yes, you a monthly statement on your registered email address.

WHAT HAPPENS TO MY NEUCOINS IF I CANCEL MY BOOKING?

If you cancel your booking that you had paid for with NeuCoins, your NeuCoins will be refunded to you. Also, any NeuCoins you had earned on that booking will be deducted from your balance.

WHY WAS MY TIER NOT UPGRADED?

Each brand has its own set of requirements to allow for a tier upgrade. In case you do not meet the brand’s requirements, your tier will not be upgraded.

E.g. If you who achieve eligible spends of INR 1 lakh or 10 eligible room nights in a continuous 365 day period, your tier gets upgraded to the Silver tier.

WHY WAS MY TIER DOWNGRADED?

Each tier has their own criteria for upgrade, downgrade, and even retaining the same tier. Your tier was downgraded because you couldn't meet the criteria required to retain your tier within 365 days of the previous tier revision or renewal.

WHICH SPENDS AT IHCL ARE NOT ELIGIBLE FOR EARNING NEUCOINS?

"Ineligible spends" or "Ineligible rates" are defined as:

Room charges that are included in the definition of ineligible rates.
Charges for banquets, parties, meetings, weddings, events and other similar functions.
Rooms booked as office space.
Charges for Business Centre facilities used by non-resident member guests.
Complimentary services.
Any charges which are settled using Taj Experiences Gift Cards or NeuCoins.
Charges for food and beverages (including those associated with parties/ social gatherings hosted at restaurants and bars) which are discounted/special menu/ packages/ others which are not as per the printed menu of the restaurant/ bar/ cake shop, unless stated otherwise.
Charges for car hire/ shopping arcade/ fitness centre/ chartered flights/ Taj Air, pay outs, tips, taxes, etc.
Charges (even if charged to members’ room) for non-affiliated hotel entities which are not owned and/or operated by the hotel including, but not limited to, outlets such as travel bookings, gift shop, drugstore, clothes, gallery, or specialty stores, recreational or entertainment concessions.

WHICH SPENDS AT IHCL ARE ELIGIBLE FOR EARNING NEUCOINS?

"Eligible spends” or "Eligible charges" are spends made by you on eligible room rates, room charges, food and beverages (restaurants, bars, room service and mini-bars), telecommunication, laundry, spa services, Salon services, cake shop, business centre services and purchases at the Taj Khazana chain of stores. They don't include:

Room charges that are included in the definition of ineligible rates.
Charges for banquets, parties, meetings, weddings, events and other similar functions.
Rooms booked as office space.
Charges for Business Centre facilities used by non-resident member guests.
Complimentary services.
Any charges which are settled using Taj Experiences Gift Cards or NeuCoins.
Charges for food and beverages (including those associated with parties/ social gatherings hosted at restaurants and bars) which are discounted/special menu/ packages/ others which are not as per the printed menu of the restaurant/ bar/ cake shop, unless stated otherwise.
Charges for car hire/ shopping arcade/ fitness centre/ chartered flights/ Taj Air, pay outs, tips, taxes, etc.
Charges (even if charged to members’ room) for non-affiliated hotel entities which are not owned and/or operated by the hotel including, but not limited to, outlets such as travel bookings, gift shop, drugstore, clothes, gallery, or specialty stores, recreational or entertainment concessions.

WHAT ARE THE BENEFITS & PRIVILEGES OF EACH TIER AT IHCL?

Copper tier benefits

Copper tier is available to all TataNeu members.
As a Copper tier member, you will earn 4 NeuCoins for every ₹100 of eligible spends, net of taxes at participating IHCL hotels.

Silver tier benefits

Silver tier is achieved on eligible spends of INR 1 lakh or stays of 10 eligible room nights.
As a Silver tier member, you will earn 5 NeuCoins for every ₹100 of eligible spends, net of taxes at participating IHCL hotels.
Silver tier members will be eligible for late check-out till 5.00 pm, subject to availability.

Gold tier benefits

Gold tier is achieved on eligible spends of INR 4 lakhs or stays of 40 eligible room nights.
As a Gold tier member, you will earn 7 NeuCoins for every ₹100 of eligible spends, net of taxes at participating hotels.
Gold tier members will be eligible for early check-in from 9:00 am, and late check-out till 5.00 pm, subject to availability.
Gold tier members will be eligible for 20 upgrade e-Vouchers, applicable for a complimentary upgrade to the next category of room booked for a maximum of 5 nights per stay, subject to availability at the time of check-in at any of the participating IHCL hotels. Upgrade e-vouchers will not be applicable for an upgrade to a room category higher than a base category suite (or equivalent room, as per the hotel nomenclature).
Gold tier members will get 2 upgrade e-vouchers* to Taj Club rooms (subject to availability at the time of check-in, applicable for a stay of up to 5 Nights).

Platinum tier benefits

Platinum tier is achieved on eligible spends of INR 8 lakhs or stays of 80 eligible room nights.
As a Platinum tier member, you will earn 8 NeuCoins for every ₹100 of eligible spend, net of taxes at participating hotels.
Platinum tier members will be eligible for early check-in from 9:00 am, and late check-out till 5.00 pm, subject to availability.
Platinum tier members will get unlimited upgrade e-vouchers*, applicable for a complimentary upgrade to the next category of room booked for a maximum of 5 nights per stay, subject to availability at the time of check-in at participating IHCL Hotels. Upgrade e-vouchers will not be applicable for an upgrade to a room category higher than a base category suite (or equivalent room, as per the hotel nomenclature).
Platinum tier members will be offered 24/7 Dedicated Platinum Phone Assistance on 1800 114 825.
Platinum tier members are eligible for 4 upgrade e-vouchers* to Taj Club rooms (subject to availability at the time of check-in. Applicable for a stay of up to 5 Nights).

*Taj Club upgrade vouchers:

The use of the benefits of the Taj Club room are only applicable to the occupants of the room category. Non-residents and non-occupants will not be allowed to use the benefits and will be charged for the service (as the case may be).
The hotel management reserves the right to restrict entry to the Taj Club lounge.
Taj Club rules and regulations will apply.
Upgrades are subject to availability at the time of check-in.
These vouchers are non-transferable. The validity of these vouchers cannot be extended.
The validity of the voucher is applicable for one year from the date of tier-upgrade or tier-retention. Withdrawal of this voucher is at the sole discretion of the Programme Management.

HOW DO I EARN NEUCOINS AT IHCL?

You can start earning NeuCoins from the day you become a part of our programme, simply by spending on participating hotels and restaurants.

If you are a Platinum tier member, you can earn 8 NeuCoins for every ₹100 spent net of taxes
If you are a Gold tier member, you can earn 7 NeuCoins for every ₹100 spent net of taxes
If you are a Silver tier member, you can earn 5 NeuCoins for every ₹100 spent net of taxes
If you are a Copper tier member, you can earn 4 NeuCoins for every ₹100 spent net of taxes

*You can earn NeuCoins when you pay in Rupees, or any other currency, accepted by participating hotels and restaurants on eligible spends.

HOW CAN I BENEFIT FROM USING THE SERVICES OF SIXT?

TataNeu members can earn 500 NeuCoins for each Sixt car rental, or 250 NeuCoins for each Sixt limousine service transfer, availed at qualifying rates. In addition, members can avail the following benefits from Sixt:

Discount specials
Sixt best price guarantee
Free cancellation and rebooking
Sixt 24/7 customer service

To avail of the above benefits, and the terms and conditions associated with these benefits, you can visit: https://www.tajhotels.com/en-in/tajinnercircle/tic-all-partners/sixt/ The Sixt rates on which you will be unable to earn NeuCoins are: tour operator rates, employee rates, travel agency rates, wholesaler rates, corporate rates, long term rentals (28 days or more), rentals of less than 25 EUR or equivalent in local currency.

WILL I EARN NEUCOINS ON MY QMIN TRANSACTION?

Yes, you will earn NeuCoins on all your Qmin transactions using the TataNeu or Qmin app. Do not, NeuCoins won't be awarded if you've used a discount.

CAN I USE MY NEUCOINS ON QMIN?

Yes, you can pay for your Qmin order, fully or partly, using your NeuCoins. However, NeuCoins can't be used if you've availed of a discount.

HOW CAN I REACH TAJ INNERCIRCLE NEUPASS CUSTOMER CARE?

For further assistance please call 1800 202 8282  from 9:00 am to 6:00 pm or write to us at customercare@tataneu.com.

Gold members can call +91 22 6958 2120  or write to us at gold@tajhotels.com.

Platinum members can call India 1800 11 4825, US 1844 666 4562, UK 0800 031 5041 or write to us at platinum@tajhotels.com.

IS TREE OF LIFE RESORTS & HOTELS ARE ELIGIBLE TO EARN NEUCOINS?

No, Tree of Life Resorts & Hotels are not eligible to earn NeuCoins.

CAN I REDEEM MY NEUCOINS AT ANY OF TREE OF LIFE RESORTS & HOTELS?

No, a member cannot redeem their NeuCoins/points at Tree of Life Resorts & Hotels.

CAN I AVAIL MY ALL LOYALTY MEMBERSHIP BENEFITS AND VOUCHERS AT TREE OF LIFE RESORTS & HOTELS?

No, a member cannot avail loyalty membership benefits and vouchers at Tree of Life Resorts & Hotels as this is non participating brand in the loyalty program.