Megaflow Rewards

Frequently Asked Questions

Here you will find we have answered some of your most commonly asked questions relating to the Megaflo Rewards loyalty scheme. From how to join, how to register a warranty to everything you need to know about how you redeem your points, we're pretty sure we have got it covered.

However, if you cannot see the answer to your question here, check out our Terms and Conditions – for more details or contact us using the enquiry form on the 'Contact Megaflo Rewards' page within the Help section of the website.

1. Can anyone join Megaflo Rewards?
Yes. As long as you are the nominated representative of the business and you are not in receipt of contract support from Heatrae Sadia or Baxi Heating UK Limited directly or indirectly via a merchant.

2. Can anyone in my business claim or redeem the points we have collected?
No. Only your nominated representative can redeem points on behalf of your business. The contact must be nominated when you first register to be a member of Megaflo Rewards.

3. Can the nominated business contact be changed at any time?
Yes. By contacting us using the form on the 'Contact Megaflo Rewards' page in the Help section of the website.

4. Are my details secure?
Your details will always be secure when using Megaflo Rewards. We will never ask for your password, credit card or debit card details via email or pop-ups, or for any purpose other than logging into Megaflo Rewards.

5. I have forgotten my username?
It will be the email address you used when you initially registered on Megaflo Rewards. If you can't remember the email address you used, please contact us via 'Contact Megaflo Rewards' in the Help section of the website.

6. I have forgotten my password?
Please use the forgotten password link on the homepage in the 'Sign in to Megaflo Rewards' area.

7. If I need to contact anyone, is there a number I can call?
Yes, our dedicated helpline number is 0345 122 2225 and we are here to help Monday-Friday 8am-7pm.

1. How many points do I get for each cylinder registered on Megaflo Rewards?
You can earn points for registering cylinders on Megaflo Rewards. How many points you earn depends on the product you register. Click here for the points table.

2. How do I collect points?
Our cylinders contain either a promotional label or registration label which you will find in the packaging and on the cylinder. It is 17 digits long and has a barcode above it. You have to enter the promotional label digits into the 'Register a product' form on Megaflo Rewards.

3. How soon can I start collecting points?
You can start collecting points as soon as you have registered to be a member of the scheme and have registered a cylinder. The Admin team will check the cylinder information supplied by you, if everything is in order, the claim will be validated and the Megaflo Rewards points for that unit will be credited to your account. The Admin team aim to do this within 28 days of receipt of the claim. Please note: rewards points on your account will have a status of 'Pending' until this validation process has been completed by the Admin team.

4. How can I check how many points I have got?
You can view your points balance at any time by logging in to Megaflo Rewards. Go to 'My Account' and click on 'Points statement'. We will also send you a statement every month showing how many points are in your account.

5. Can I claim for cylinders purchased by other people?
No. Megaflo Rewards is only available for purchases made by you or your business. We may ask for copy invoices as proof of purchase at any time. Your account may be suspended while we carry out this random investigation. If you fail to provide sufficient proof of purchase documentation, we may close your account.

6. I do not have the promotional label; can I still claim the points?
Yes. You will need to send the cylinder invoice/proof of purchase documents along with its details and serial number. Please email support@megaflorewards.co.uk. We will endeavour to contact you within five working days with the promotional barcode for you to register it online.

7. Do points ever expire?
Yes. Your points will expire after 12 months on Megaflo Rewards. Check out how you can spend your points in our Rewards catalogue.

8. If I spend points online today, when will I see my points total updated?
Your points balance will be updated as soon as you place an order in the Rewards catalogue.

9. How long will Megaflo Rewards last?
Megaflo Rewards is a long term rewards scheme and we are committed to supporting our installers into the future. However, we do reserve the right to close Megaflo Rewards and terms and conditions can be found here.

10. What information do I need to provide as proof of purchase?
During the product registration process you will be required to provide:
Merchant / wholesaler name
Merchant / wholesaler postcode
Merchant / wholesaler invoice number for the unit
You will also be required to upload a copy (copies) of the original invoice/receipt, as either a jpeg, gif or pdf (max. file size 5MB per attachment, max. 3 attachments).

11. What happens if my proof of purchase is declined?
You will be told via email why your claim has been declined and also what additional information or documents that are required for the Admin team to validate your claim.

12. Can I update my proof of purchase information?
Yes, you can update the proof of purchase information for a product registration by going to the My Account section - Product registration history page.

1. Where can I see the full range of rewards?
You can browse our exciting Rewards catalogue here.

2. How can I redeem my points and claim my rewards?
You can log into your account at any time, browse the Rewards catalogue and spend your points on anything that you like.

3. How can I pay for my rewards?
You can only claim your rewards using the points you have collected.

4. How do I know if my order has been received?
When we receive your order, an acknowledgement will be generated showing an order reference number. We will also send you an email confirming that we have received your order.

5. Can I spend my points on anything other than the selection in the rewards catalogue?
No. You can only use your points for cashback or on the published offers, which we regularly update. If there is something you would like, please contact us via the form on the 'Contact Megaflo Rewards' page in the Help section of the website.

6. How do I redeem my points as cashback?
Log into your Megaflo Rewards account, go to the Rewards catalogue and select 'Cashback'. You will only be able to select to take points as cashback in increments of £150. When you add 'Cashback' to your basket, and go to 'Checkout' you will be asked to add the name of the payee for the cheque and the address where you would like the cheque to be sent to. Please allow 28 days for your order to be processed and the cheque to arrive.

7. How long does it take to receive the cashback?
You will receive a cheque within 28 days of requesting cashback on the scheme.

8. What are 'Pending' points?
When you register a cylinder, the points for that unit will have a status of 'Pending' until the Admin team have checked the information supplied by you and have validated the claim. If everything is in order the Megaflo Rewards points for that unit will be allocated automatically to your Megaflo Rewards account.

1. How do I register a cylinder warranty?
Go to the 'Register a product' section on the website, using the Promotional Code from the cylinder, complete the registration process Step 1 to Step 5.
All Heatrae Sadia warranties are applicable against faulty manufacture or materials, provided that the product:

  • Has been correctly installed as per the instructions contained in the installation manual and all relevant codes of practice and regulations in force at the time of installation.
  • Has not been modified in any way, other than by Heatrae Sadia or Baxi Customer Support
  • Has been regularly maintained in accordance with the instructions contained in the instruction manual
  • Has not been damaged by frost or due to scale
  • Has only been used with potable water
  • Has not been tampered with or been subjected to misuse or neglect
  • Has been installed in the UK
  • The warranty is NOT transferable
  • The warranty does not affect your statutory rights

2. How long do I have to register a warranty?
Registration must be completed within 30 days of installation.

3. Will you tell my customer that their warranty has been registered?
No. The warranty will be registered in line with the warranty information detailed here.

4. Can I see the status of my warranties I have registered?
Yes. Log into your account and click on 'Product registration history'. All your registrations and the status of the registrations can be found there.

5. I have made a mistake registering a warranty. Can I correct it?
Yes. Log into your account, go to the Product registration history page and click on 'View details', you can then choose which section of the registration you would like to 'Edit'.
A copy will be created and you will then be taken through the warranty registration process again. Don't worry though, all the information you previously entered will still be there. But you will be able to make corrections and enter new information.

1. What is the Baxi Customer Support service level agreement (SLA) for Megaflo Rewards members?
If you ring Baxi Customer Support, on the dedicated Megaflo Rewards priority line 0344 335 5374 and select option 1 for 'service' we aim to answer your call within 30 seconds. If all our agents are busy, you can leave a message on the Megaflo Rewards answer phone and we will ring you back within half an hour. If you select option 2 for 'technical', you'll jump straight to the front of the queue for the top tier of technical support.

The Megaflo Rewards priority phone line is only available to you, the Megaflo Rewards member, not the homeowner.

2. How do I get next day call out from Baxi Customer Support?
For Megaflo Rewards members we will visit next day (dependant on time and date of call, see below) for breakdowns of registered cylinders for appliances off* within warranty for 2 years post installation

  • call before 3pm (Monday to Friday) engineer visit next working day
  • call before 3pm on Friday, engineer visit on Saturday
  • call before 12 noon on Saturday, engineer visit on Monday
  • call before 12 noon on Sunday, engineer visit on Monday
  • Non-urgent faults call before 3pm (Monday - Friday), engineer visit three working day response
  • If we can't repair on first visit, complete repair within 3 working days of initial call out (subject to availability of parts)

* 'appliance off' means a cylinder that is not producing heating or hot water, or leaks gas or water.

BHUK reserves the right to withdraw the Baxi Customer Support priority service call out and priority technical helpline if you are not participating in the Megaflo Rewards scheme (registering at least 1 cylinder a year).

The next day call out operates on a best endeavour basis. For example, in periods of high demand, such as adverse weather conditions

For Scotland, next day call out only applies to the following postcode regions EH, FK, ML, KY, G (except G60/63/81---84), KA (except KA27/28/29 KA31---KA99). The above SLA is not applicable to any postcodes outside of these regions due to their rural locations.

For Islands next day is on a best endeavour basis only for the following Postcodes GY, HS, IM, KA27-28, KW, PA42-78, PH41 to 44, PO30-41, TR21-TR25 and ZE

1. What rewards can I get with my Megaflo Rewards points?
Simply visit our Rewards catalogue where we have a full selection of products, tools, work wear, experiences and gift vouchers for everyone. You can also choose to take your points as cashback via the Rewards catalogue.

2. How do I exchange my Megaflo Rewards points for rewards?
Spending your points is easy. Once you have chosen a reward from our catalogue, simply click 'Add to basket', then click on 'Go to checkout' to see your 'Order summary' where you can confirm, cancel or add more rewards to your order.
Once you are satisfied with your order, click on 'Checkout' where you complete your name and address details and 'Complete order' to submit.

Following successful processing of the order you will normally receive the reward within 10 working days.
Please allow 28 days for the cheque to arrive when you order cashback.

3. Can I order more than one reward at a time?
Yes, you can order as many rewards as you like as long as you have the points balance to cover your order.

4. Can my reward be sent outside the UK?
Megaflo Rewards is a UK based loyalty programme and we are unable to send rewards to outside of the UK.

5. How do I cancel/modify my reward order?
Contact us using the form on the 'Contact Megaflo Rewards' page within the Help section of the website. We will do our best to amend/cancel any orders which have not been dispatched. However, if the order has already been processed we will be unable to amend/refund the redemption. This does not affect your statutory rights.

6. Returns Policy
Unfortunately, we do not accept returns on rewards redeemed. In the unlikely event that goods arrive faulty or damaged, please inform us immediately so that we can replace the item or refund your account with Megaflo Rewards points. We will provide a free of charge postage label or courier pick up where possible. Please note that any faults reported after 30 days we will be unable to deal with and you will need to contact the manufacturer directly.

7. I have not yet received my reward
Please allow 28 days to receive your cheque when you order cashback.

Most other rewards take up to 10 working days (Monday-Friday) to be delivered and magazine subscriptions can take anywhere between 4 - 12 weeks. If you have not received your reward within 10 working days, please contact us via the form on the 'Contact Megaflo Rewards' page within the Help section of the website detailing which reward you are still waiting for.

8. I have ordered a reward but there has been a change to my delivery address
Contact us using the form on the 'Contact Megaflo Rewards' page within the Help section of the website. We will do our best to change your address however if the order has already been processed we will be unable to make the change.

1. How do I close my Megaflo Rewards account?
If you want to close your Megaflo Rewards account, you must give notice in writing to support@megaflorewards.co.uk or send a letter to Megaflo Rewards Administration, Marketing Department, Baxi Heating UK Limited, Brooks House, Coventry Road, Warwick, CV34 4LL. When we receive your email or letter, the Megaflo Rewards administrator will close your account.

2. Why has my account been de-activated?
We may close your account at any time if you are in breach of any of the terms and conditions of being a member. Should this happen, we will contact you to discuss your account.

1. What are the system requirements for me to use Megaflo Rewards on my device?
For the best browsing experience we recommend you use the following:
Safari version 7+
Firefox versions 30+
Chrome versions 35+
Internet Explorer versions 9+

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