Terms and Conditions

1. Definitions

1.1 In these Terms:

• (a) App means the VAV Rewards mobile application.
• (b) Member, you means an individual who has registered for VAV Rewards under clause 3.
• (c) Points means the points credited to your membership, whether earned through a qualifying purchase or awarded to you (for example welcome Points, promotions, bonuses or gifts). Points are the only points you can use.
• (d) Tier Points means a separate count of the Points you earned through qualifying purchases in the most recent 12 months, together with any Tier Points awarded with a tier upgrade under clause 6.3. Tier Points decide your membership tier. They cannot be used, and using Points does not reduce them.
• (e) Partner store means a store or website operated by a business that takes part in VAV Rewards. The current list of partner stores is shown in the App.
• (f) VAV Retail means the online store inside the App.
• (g) Qualifying purchase means a purchase that earns Points under clause 4.

2. About VAV Rewards

2.1 VAV Rewards is a loyalty programme that lets you collect Points when you shop at partner stores and in VAV Retail, and use them at partner stores and in VAV Retail.

2.2 Membership is free. Points have no cash value, cannot be exchanged for cash, and cannot be transferred, sold or combined with another member's Points.

2.3 Each partner store is operated by its own company. The Points in your account can be used at any partner store, whichever partner store you earned them at.

2.4 New partner stores may join VAV Rewards and partner stores may leave it. If a partner store leaves, Points you have already earned remain in your account and can be used at the other partner stores and in VAV Retail.

2.5 We may introduce new ways to use Points in future. Any new feature will be explained in the App and may come with its own terms.

2.6 VAV Rewards operates in the United Arab Emirates only.

3. Joining and your membership

3.1 To join, register in the App with a mobile number verified by one-time passcode.

3.2 Each person may hold one membership. Your membership is personal to you and may not be shared or transferred.

3.3 You earn Points only from the moment you register. Purchases made before registration do not earn Points.

3.4 You must keep your details accurate and keep access to the App secure. Activity on your membership is treated as yours unless you tell us promptly that your account has been compromised.

4. Earning Points

4.1 You earn Points on qualifying purchases at partner stores when your membership is identified at the time of purchase, and on purchases in VAV Retail. The number of Points varies by product and is shown on your receipt or in the App.

4.2 In VAV Retail you earn Points only on the part of an order you pay for in money. The part you pay for with Points does not earn Points, and delivery charges do not earn Points however you pay for them.

4.3 Points earned on a purchase are first shown as pending. They become available after a set number of days from the date of the purchase. The number of days depends on the partner store and is shown in the App. Pending Points cannot be used and do not count toward your tier.

4.4 The following do not earn Points: purchases made before you registered or not linked to your membership; any part of a purchase paid with Points; voucher discounts; delivery, service and administration charges; stored-value purchases; items excluded by us or the partner store; and cancelled, undelivered or returned items.

4.5 Your tier may increase the Points you earn (clause 7).

5. Welcome Points

5.1 On registration you receive 200 Points, available immediately. Welcome Points are given once per person.

5.2 Welcome Points count toward the first-use requirement in clause 9.1 but do not count as Tier Points.

6. Offers, gifts and tier upgrades

6.1 We or partner stores may award you additional Points, a tier upgrade, or both, through promotions, bonuses or gifts. Each offer will state its eligibility, dates and any limits.

6.2 Gifted Points. Gifted Points are added to your available Points and can be used in the same way as earned Points. They count toward the first-use requirement in clause 9.1 and expire under clause 8. They do not count as Tier Points and do not change your tier.

6.3 Tier upgrades. If you are awarded a tier upgrade, your Tier Points are raised to the threshold of the tier awarded and you move to that tier straight away. Your available Points do not change unless Points are gifted with the upgrade.

6.4 A tier upgrade is only ever to a tier above your current tier.

6.5 You keep an upgraded tier for 12 months from the date of the upgrade, after which it is reviewed under clause 7.4.

7. Membership tiers

7.1 The membership tiers are:

7.2 Welcome, promotional, bonus and gifted Points are not Tier Points.

7.3 Using your Points never reduces your Tier Points.

7.4 You move up a tier as soon as you reach its threshold. From the date you reach a tier, you keep it for 12 months (your protected period). At the end of the protected period your tier is reviewed: your tier for the next 12 months is set by the Tier Points you earned in the preceding 12 months, and a new protected period begins.

7.5 If you return a purchase, the Tier Points it earned are removed. This will not move you down a tier during your protected period, except in cases of fraud or a calculation error.

7.6 Special tier status. We may, at our discretion, award a member a special tier status. It only ever moves you up a tier. If we end it, we will tell you in the App; your tier will then be reviewed on your own Tier Points, and you will keep the resulting tier for 12 months.

8. Expiry

8.1 Points expire 24 months after they become available. For Points earned on a purchase, that is the date they move from pending to available.

8.2 When you use Points, the Points issued earliest are used first.

8.3 The App shows the Points due to expire and when. We may also send you reminders before your Points expire.

8.4 Points restored to you after a cancellation or return keep their original expiry date, or expire 30 days after they are restored, whichever is later.

9. Using Points

9.1 First use. Before you can use Points for the first time, you must have at least 500 available Points. After your first successful use, this requirement no longer applies.

9.2 All deductions are shown in Points. The number of Points needed for an item or discount is shown before you confirm, or on your confirmation.

9.3 VAV Retail. Items in VAV Retail show a price in money and a price in Points. You may pay in money, in Points, or partly in each. The two prices are different, and the price shown for each payment method is the price that applies. If you pay partly in Points and partly in money, the App shows the Points and the amount of money to pay before you confirm. You cannot use more Points than you have available.

9.4 You may also pay VAV Retail delivery charges with Points, if your available Points cover them.

9.5 Partner stores. To use Points at a partner store, open the App and show your redemption QR code and 6-digit code to the cashier before your bill is completed. Each code can be used once and is valid for 15 minutes. The store applies the maximum discount available on that bill.

9.6 On a single bill, the total Points deducted, including any processing charge, cannot be more than 80% of your available Points. Discounts are given in whole dirhams and cannot be more than the eligible bill value. The total Points deducted are shown in the App. Any processing charge is not refundable.

9.7 Pending Points, and Points held for another redemption, are not available Points. While a redemption is being processed, the Points needed are held and cannot be used elsewhere. If the redemption does not complete, the held Points are returned to your balance.

9.8 Partner stores may exclude certain items or services from discounts. Where a partner store offers VAV Rewards redemption on its own website, the same 80% limit applies.

9.9 A minimum number of Points per redemption may apply. Where a minimum applies, it is shown in the App.

10. Your account balance

10.1 The App shows your available Points, any pending Points, your Tier Points and your transaction history.

10.2 If you believe Points are missing from a purchase, you may submit a claim in the App with your receipt, within the period shown in the App. Approved Points are credited as pending.

10.3 We may correct any error in your balance, including removing Points credited by mistake.

11. Returns, cancellations and refunds

11.1 If you return or cancel all or part of a purchase, the Points and Tier Points it earned are removed in proportion to the items returned or cancelled.

11.2 If you used Points to pay for a purchase that is refunded, the Points used for the refunded part are restored to your balance, subject to clause 8.4. Any processing charge is not restored. Only the part you paid in money is refunded in money.

11.3 If you no longer have enough Points to cover the Points to be removed under clause 11.1, your balance is reduced to zero and the value of the remaining Points may be deducted from your money refund. The deduction will never be more than the refund.

11.4 Your Points balance will never go below zero, and we will never recover the same Points twice.

11.5 You may cancel one or more items of a VAV Retail order until it is dispatched. If you have paid, the Points used are restored first, and any remaining amount paid in money is refunded to your original payment method. If you have not paid yet, the cancelled items are removed from the amount due. Delivery charges are refunded only if every item in the order is cancelled.

12. Suspension and misuse

12.1 We may suspend your membership, withhold or remove Points, or close your membership if we reasonably believe it has been used fraudulently, in breach of these Terms, or in a way that abuses the programme.

12.2 Where we can, we will tell you the reason and give you an opportunity to respond.

13. Closing your membership

13.1 You may ask to close your membership in the App. Your account is then frozen for 15 calendar days, during which you cannot earn or use Points and may cancel the request. After that period your membership closes and any unused Points are cancelled.

13.2 We do not close memberships for inactivity alone. Unused Points still expire under clause 8.

14. Changes to VAV Rewards and these Terms

14.1 We may change VAV Rewards, including how Points are earned or used, or end the programme, by giving reasonable notice in the App. Changes do not affect Points already earned, except as needed to comply with law.

14.2 If we end the programme, we will give you reasonable notice and an opportunity to use your available Points.

15. Liability

15.1 We are not responsible for goods or services supplied by partner stores; those are the responsibility of the supplier.

15.2 We are not liable for delay or failure caused by events outside our reasonable control, including system outages at partner stores.

15.3 Nothing in these Terms removes any right you have under UAE law that cannot be excluded.

16. Privacy

16.1 We process your personal data as described in the VAV Rewards Privacy Policy, which forms part of these Terms.

17. General

17.1 These Terms are governed by the laws of the United Arab Emirates, and the courts of the United Arab Emirates have jurisdiction.

17.2 If these Terms are made available in English and Arabic and the two versions conflict, the Arabic version prevails.

17.3 If any part of these Terms is found unenforceable, the rest remains in effect.