Loyalty Rewards Program – Terms & Conditions
1. Eligibility
The Poles Group Rewards Program is available to customers who have registered for a Poles digital loyalty account. Membership is free and available through the official Poles Rewards app or digital wallet pass.
2. Participating Locations
The loyalty program is valid for eligible hot beverages purchased at:
- Poles Patisserie; and
- Poles Pies.
Rewards may be earned and redeemed at either participating location.
3. How the Program Works
Customers will receive one digital stamp for each eligible hot beverage purchased.
Once seven (7) eligible hot beverages have been purchased and recorded, the eighth (8th) eligible hot beverage will be provided free of charge.
Only one digital stamp may be earned per eligible beverage purchased.
4. Redeeming Your Free Coffee
Your free coffee must be redeemed as the same beverage you have regularly purchased through the loyalty program.
This includes:
- the same cup size;
- the same milk selection;
- the same coffee type; and
- the same standard inclusions.
The free reward cannot be upgraded to a larger size, alternative beverage, premium milk, additional espresso shots, syrups, whipped cream, or any other paid extras unless the customer pays the difference in price.
5. Proof of Membership
To earn or redeem rewards, customers must present their digital loyalty QR code or loyalty account within the Poles Rewards app or approved digital wallet before payment is completed.
Rewards cannot be added manually after a transaction has been finalised.
Screenshots, photographs of QR codes, printed copies, or verbal account details will not be accepted.
6. Lost or Forgotten Device
If a customer does not present their loyalty account at the time of purchase, digital stamps cannot be added retrospectively.
Customers are responsible for ensuring they have access to their loyalty account when making a purchase.
7. Eligible Purchases
Only eligible hot beverages purchased at participating stores qualify for digital loyalty stamps.
The following are excluded unless otherwise specified:
- bottled drinks;
- cold beverages;
- milkshakes, frappes or smoothies;
- promotional giveaways;
- complimentary drinks;
- refunded purchases; and
- any other products nominated by Poles from time to time.
8. No Cash Value
Rewards have no cash value, are non-transferable, cannot be exchanged for cash, credit or gift cards, and cannot be sold or transferred to another person.
9. Misuse
Poles Group reserves the right to cancel loyalty rewards, remove accumulated digital stamps, suspend or terminate a loyalty account where fraud, misuse, abuse of the program or behaviour inconsistent with these Terms & Conditions is suspected.
Examples include, but are not limited to:
- attempting to collect stamps for purchases not personally made;
- creating multiple accounts to gain additional rewards;
- altering or reproducing QR codes; or
- using the program in any fraudulent or dishonest manner.
10. Program Changes
Poles Group may modify, suspend or discontinue the loyalty program, including these Terms & Conditions, reward structure or participating products, at any time without prior notice.
Any changes will apply from the date they are published on our website or within the Poles Rewards app.
11. Technical Issues
Poles Group is not responsible for lost rewards resulting from mobile phone issues, internet outages, software faults, third-party wallet applications or technical failures beyond our reasonable control.
12. Commercial Use
The loyalty program is intended for individual customer use only and is not available for wholesale, commercial or business purchasing arrangements unless approved in writing by Poles Group.
13. Staff Decision
All loyalty rewards are subject to verification by our point-of-sale system. In the event of any dispute, the decision of Poles Group management is final.
