Chandlery Loyalty App - Terms & Conditions

Loyalty Program Terms & Conditions

1. General Rules & Participation

• Eligibility: Participation is open to individual customers aged 16 or older. Accounts are for personal use only and cannot be shared, assigned, or transferred to others.
  

• Account Creation: By creating an account or using the loyalty app, you agree to these Terms & Conditions.
  

• Sign-Up Bonus: Upon successful registration, each new customer account will automatically receive a 100 points sign-up reward added to their loyalty balance.
  

2. Tier Structure & Progression

Membership tiers are determined based on your total spend (Cycle Total Sales Value) over a 6-month evaluation cycle.

• Cycle Reviews: Tier evaluations take place twice a year on 1st January and 1st July.
  

• Tier Adjustments: Tier recalculations will only move a customer up or down a maximum of 1 tier per 6-month cycle.
  

3. Birthday Rewards

• An automated birthday gift will be credited directly to the customer’s loyalty balance on their birthday based on their current tier at that time:

  • Entry & Mid Tiers (Aisle Wanderer / Trolley Connoisseur): £2 birthday gift.
    

  • Top Tier (Michelin Star Shopper): £3 birthday gift.
    

4. Earning Points & Rewards

• Qualifying Purchases: Points are earned on eligible sales made in-store or through our official app.
  

• Account Tender Exception: Where a store credit/customer account is used to tender a transaction, standard automated loyalty points will not be awarded. Points for these transactions, where applicable, are managed manually via administrative loyalty adjustment.
  

• Non-Transferable: Points and rewards are non-transferable between accounts, have no cash value outside of qualifying purchase discounts, and cannot be purchased or sold.
  

5. Redeeming Loyalty Balances

• In-Transaction Use Only: Loyalty balances can only be redeemed as a discount applied directly toward a qualifying purchase during an active purchase transaction. Balances cannot be redeemed for cash, cash equivalents, refunds, or direct monetary payouts.
  

• Minimum Balance Threshold: Customers must have a minimum balance of £2 in their account before any portion of their balance can be spent.
  

• Minimum Spend Requirement: Total sales transactions must exceed £5 for loyalty points/balances to be redeemed.
  

• Credit & Account Exclusions: Loyalty rewards and balances cannot be used to pay off credit accounts, loan balances, outstanding store accounts, store bills, or any debt/financing charges.
  

• Product & Service Exclusions: Loyalty balances cannot be used to purchase gift cards, prepaid debit cards, meter cards / utility top-ups, or restricted items where prohibited by law.
  

6. Adjustments & Expiration

• Returns & Refunds: If you return an item for a refund, any loyalty points earned on that item will be deducted from your point balance.
  

• Misuse & Termination: We reserve the right to suspend or terminate accounts and forfeit point/reward balances if fraudulent activity, abuse, or violation of these terms is detected.
  

• Program Changes: We reserve the right to modify, suspend, or discontinue the loyalty program at any time. Any changes will be posted on our app or website.