Question 1

How do I join the loyalty scheme?

Accepted Answer

To participate in the Chaiiwala Loyalty Scheme, you must download the Chaiiwala mobile application from a supported app store and complete the registration process.
Membership is personal, non-transferable, and limited to one account per individual.

Question 2

Can I participate without registering?

Accepted Answer

No. The loyalty scheme is available exclusively to registered users. Points cannot be earned or redeemed without an active registered account.

Question 3

Can I earn points on all orders?

Accepted Answer

Subject to these Terms & Conditions, loyalty points may be earned on eligible purchases made via the Chaiiwala website, mobile application, or in participating stores. For website and app orders, you must be logged in to your registered account at the time of purchase. For in-store purchases, you must present your unique loyalty QR code at checkout at participating stores. Points cannot be awarded retrospectively if your loyalty account is not used at the time of purchase. Chaiiwala reserves the right to exclude certain products, promotions, discounts, transactions, or purchase types from points accrual at its discretion. Points are awarded on the value of eligible products only. Delivery charges, service fees, tips, gift card purchases, and any other excluded charges do not qualify for points unless expressly stated otherwise.

Question 4

When will points be credited to my account?

Accepted Answer

Website and app orders: points are typically credited immediately upon successful completion of the transaction. In-store orders: points are usually credited within 24 hours of purchase. Chaiiwala does not guarantee real-time points allocation and accepts no liability for delays caused by technical issues or circumstances outside its reasonable control.

Question 5

How many points can I earn?

Accepted Answer

Points are awarded based on the value of qualifying spend, calculated per £1 spent, in accordance with your membership tier at the time of purchase. Membership tiers and earning rates Bronze: 3 points per £1 spent Silver: 5 points per £1 spent Gold: 7 points per £1 spent Platinum: 10 points per £1 spent Tier qualification Membership tiers are assigned automatically based on total qualifying spend within the current calendar year. Qualifying spend resets to zero at the start of each calendar year. Tier thresholds are: Silver: £20 qualifying spend Gold: £150 qualifying spend Platinum: £500 qualifying spend Important information Only website and app order spend qualifies towards tier progression. In-store purchases always earn points at the Silver tier rate, regardless of membership tier. Tier benefits, earning rates, and qualification thresholds may change from time to time and will apply prospectively unless otherwise stated. If an order is cancelled, refunded (in full or in part), or otherwise reversed, Chaiiwala reserves the right to remove any points awarded in connection with that transaction. Where points have already been redeemed, Chaiiwala may deduct the corresponding value from your points balance or take other reasonable steps to recover the benefit received.

Question 6

What is the value of my points?

Accepted Answer

Unless otherwise stated, each loyalty point has a nominal value of £0.01 (1p) when redeemed for vouchers. Points have no cash value and do not constitute legal tender.

Question 7

How can I redeem my points?

Accepted Answer

Points may be converted into digital vouchers via your loyalty account, subject to availability and minimum redemption thresholds. Vouchers are valid for 12 months from the date of issue unless otherwise stated. The expiry date is displayed on each voucher. Vouchers are single use and cannot be reissued if lost, expired, deleted, or unused. Vouchers may be used as full or partial payment on eligible website or app purchases only. Vouchers cannot be used in conjunction with certain offers, discounts, or promotions unless expressly stated otherwise.

Question 8

Can points be exchanged for cash?

Accepted Answer

No. Points are not redeemable for cash, refunds, or credit and cannot be transferred, sold, gifted, or exchanged.

Question 9

Can the value of points or vouchers change?

Accepted Answer

Chaiiwala reserves the right, at its sole discretion, to amend: the points earning rates; membership tiers and thresholds; the conversion rate between points and vouchers; voucher availability and redemption rules; any other aspect of the loyalty scheme; and correct, adjust, remove, or reverse points, vouchers, rewards, or benefits that have been awarded, credited, redeemed, or applied in error due to technical, administrative, system, processing, or human error. Any material changes will be communicated in advance where reasonably possible. Existing vouchers that have been issued and remain valid will retain their stated face value until expiry. Points expiry Points may expire if an account becomes inactive. An account is deemed inactive if no qualifying activity has occurred for a period of 12 consecutive months . Expired points cannot be reinstated.

Question 10

Can my loyalty account be suspended or terminated?

Accepted Answer

Yes. Chaiiwala reserves the right to suspend, restrict, or terminate any loyalty account, with or without notice, where it reasonably believes that: the loyalty scheme has been used fraudulently or unlawfully; the account holder has breached the Loyalty Scheme Terms & Conditions; multiple accounts have been created by the same individual contrary to the scheme rules; or any activity has occurred that Chaiiwala considers to be misuse, abuse, or manipulation of the loyalty scheme. Where an account is suspended or terminated, any associated points, vouchers, rewards, or benefits may be cancelled without compensation.

Question 11

How can I contact Chaiiwala regarding the loyalty scheme?

Accepted Answer

For questions relating to the loyalty scheme, app functionality, or your account, please contact the App Technical Support Team at support@food2go.co.uk .

Question 12

Can Chaiiwala change or end the loyalty scheme?

Accepted Answer

Yes. Chaiiwala reserves the right to amend, suspend, withdraw, or terminate the loyalty scheme at any time. Where reasonably practicable, Chaiiwala will provide advance notice of material changes or termination through the app, website, email, or other appropriate communication channels. If the loyalty scheme is terminated, Chaiiwala may specify a redemption period during which members can redeem any remaining eligible points. Following the expiry of that period, any unused points will expire and have no value.

Question 13

I have a general complaint or want to request a refund.

Accepted Answer

For general complaints or refund requests relating to app or online orders, please contact the App Technical Support Team with full details of your query at support@food2go.co.uk . Refunds remain subject to Chaiiwala’s standard refund policy and applicable consumer law.

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