Customer Terms & Conditions and Privacy Notice

1. About SME Loyalty

SME Loyalty is a digital loyalty, rewards, customer engagement, analytics and marketing platform that enables participating businesses to operate customer loyalty and rewards programmes.

SME Loyalty acts as the technology platform provider and may facilitate customer registration, authentication, rewards tracking, communications, analytics and related services on behalf of participating businesses.

2. Customer Registration

To participate in a loyalty programme operated through SME Loyalty, you may be registered by a participating business or self-register through the SME Loyalty platform.

• You agree that all information provided by you is accurate, complete and up to date.
• You are responsible for updating your personal information when changes occur.

3. Customer Profile

• Your mobile number serves as your unique identifier within the SME Loyalty ecosystem.
• A single customer profile may be linked to multiple participating businesses.
• Each business only has access to the information, transactions, rewards and loyalty activity relating to its own loyalty programme.
• Participating businesses cannot view your participation in any other business's loyalty programme.

4. PIN Creation, Login and Account Security

You may be required to create a Personal Identification Number (PIN) or other authentication credentials to access your account.

• Keep your PIN confidential.
• Not share your PIN with any third party.
• Take reasonable precautions to prevent unauthorised access.
• Notify SME Loyalty immediately if you believe your account has been compromised.

You remain responsible for all activities conducted using your login credentials until such time as SME Loyalty is notified of any unauthorised access.

5. Forgotten PIN

If you forget your PIN, SME Loyalty may require identity verification through one or more verification methods, including One-Time Passwords (OTP), email verification, mobile verification, or other authentication methods.

SME Loyalty reserves the right to refuse PIN reset requests where identity cannot be satisfactorily verified.

6. Customer Portal Access

The SME Loyalty customer portal may allow you to:

• View participating businesses linked to your profile.
• View points balances.
• View rewards earned.
• View rewards redeemed.
• View rewards refunded or reversed.
• View transaction history.
• Participate in campaigns and promotions.
• Update certain profile information.
• Receive offers, notifications and communications.

Portal functionality may change from time to time without notice.

7. Loyalty Programmes

Each participating business independently determines rewards offered, points allocation rules, reward values, redemption criteria, expiry periods, campaign terms, and promotional offers.

SME Loyalty does not guarantee the availability, value, quality or fulfilment of any reward offered by a participating business.

Any dispute relating to a reward remains between the customer and the participating business unless otherwise required by law.

8. Rewards, Points and Transactions

Points, rewards and transactions are subject to the rules of the relevant participating business.

Businesses may, at their sole discretion, award points, reverse points, refund points, redeem rewards, amend reward structures, replace rewards, carry over points, expire points, reset loyalty campaigns, and terminate loyalty programmes.

SME Loyalty accepts no liability for any business decision relating to loyalty programme administration.

9. Electronic Communications

By registering on SME Loyalty, you consent to receiving electronic communications, including account notifications, PIN and security notifications, rewards notifications, loyalty programme communications, promotional offers, marketing communications, product updates, service announcements, surveys and customer feedback requests.

Communications may be delivered via email, SMS, WhatsApp, mobile notifications, website notifications, or other electronic channels.

You may opt out of marketing communications at any time, subject to legal and operational requirements.

10. Personal Information and POPIA Consent

You expressly consent to SME Loyalty collecting, processing, storing, transferring, analysing and using your personal information in accordance with the Protection of Personal Information Act, 2013 (POPIA).

Information collected may include name and surname, mobile number, email address, loyalty activity, rewards activity, transaction history, business engagement information, device information, login activity, marketing preferences, customer interactions, and any information voluntarily provided by you.

11. Use of Data

You acknowledge and agree that SME Loyalty may use customer information for legitimate business purposes, including loyalty programme administration, customer support, fraud prevention, security monitoring, identity verification, service delivery, reporting and analytics, platform improvements, product development, service enhancement, user experience enhancement, artificial intelligence and machine learning model development, research and development, customer segmentation, campaign management, marketing optimisation, business intelligence, statistical analysis, trend analysis, benchmarking, commercial insights, and innovation initiatives.

Such information may be aggregated, anonymised, pseudonymised or otherwise processed where appropriate.

12. Marketing Consent

By registering for SME Loyalty, you consent to SME Loyalty and participating businesses sending you marketing, promotional and loyalty-related communications including rewards offers, discounts, promotions, campaigns, partner offers, new product announcements, service announcements, and customer engagement initiatives.

You may unsubscribe from direct marketing communications at any time using available opt-out mechanisms. Operational and service-related communications may continue where necessary.

13. Third-Party Service Providers

SME Loyalty may use third-party service providers to support its operations, including providers of hosting services, cloud infrastructure, email services, SMS services, WhatsApp services, analytics services, artificial intelligence services, customer support systems, and security services.

Such providers may process information on behalf of SME Loyalty subject to confidentiality and security obligations.

14. Data Retention

SME Loyalty may retain customer information for as long as reasonably necessary to deliver services, comply with legal obligations, resolve disputes, enforce agreements, and support legitimate business purposes.

Information may be retained even after account closure where required by law or legitimate business requirements.

15. Limitation of Liability

To the maximum extent permitted by law, SME Loyalty shall not be liable for loss of rewards, points reversals, expired rewards, expired points, loyalty programme changes, business closures, service interruptions, data inaccuracies provided by participating businesses, or indirect, incidental or consequential damages.

16. Account Suspension or Termination

SME Loyalty may suspend or terminate access where fraud is suspected, false information is provided, terms are breached, security concerns arise, or where required by law.

17. Changes to Terms

SME Loyalty may amend these Terms and Conditions from time to time. Updated versions may be published on the SME Loyalty website or platform. Continued use of the platform constitutes acceptance of the revised terms.

18. Contact Details

19. Acceptance

By creating a PIN, resetting a PIN, logging into the SME Loyalty platform, participating in a loyalty programme, accessing the customer portal or using any SME Loyalty service, you acknowledge that you have read, understood and agree to be bound by these Terms & Conditions and Privacy Notice.