“App”	means the official Creams mobile application (including any updates or replacement versions) available for download from the Apple App Store and Google Play Store through which Members can register for, access and manage their participation in the Programme;
“Birthday Rewards”	means the benefits available for redemption using Crave Coins from and including the first day of the Member’s birthday month to and including the final day of the Member’s birthday month;
“Crave Coins”	means the points earned through the Programme;
“Creams Direct”	means Creams’ official delivery mobile application (including any updates or replacement versions) available via the Creams App as detailed above
“Eligible Purchases”	means purchases of food and beverages from Participating Locations, excluding: gift cards, third-party vouchers, delivery fees, service fees;
“Member”	means an individual registered for the Programme;
“Participating Locations”	means Creams outlets in the UK that accept the Programme as listed in the App;
“Programme”	means the Creams sweet rewards loyalty programme;
“Qualifying Spend”	means the total amount spent on Eligible Purchases after discounts and before VAT used to determine tier status;
“Rewards”	means the benefits available for redemption using Crave Coins.

2. Eligibility & Membership

1. The Programme is open to UK residents aged 16 or over.
2. Membership is free and available via the App.
3. Each Member may only hold one account.
4. Membership is personal, non-transferable and may not be sold or shared.
5. Creams reserves the right to refuse, suspend, or terminate membership where misuse, fraud, or breach of these Terms is suspected.

3. Earning Crave Coins

1. Members earn 10 Crave Coins for every £1 spent on Eligible Purchases made in Participating Locations, via the App, or through Creams Direct delivery.
2. Crave Coins are awarded on the final transaction value after discounts, promotions, and refunds.
3. Crave Coins are not earned on:

1. 1. Gift card purchases
   2. Third-party vouchers (unless stated)
   3. Delivery or service fees

1. Members must be logged into their account on the App or scan their QR code at the time of purchase to earn Crave Coins.
2. Retrospective Crave Coins allocation requests must be made within 48 hours of purchase with valid proof of transaction. Creams will consider such requests at its sole discretion but are not obligated to award Crave Coins retrospectively.

4. Redeeming Crave Coins

1. Crave Coins may be redeemed for selected food and drink Rewards as displayed in the App.
2. Redemption thresholds and Rewards may change at any time.
3. To redeem Crave Coins on delivery orders the Member requires a minimum spend of £10.
4. No minimum spend applies to redeem Crave Coins in-store or on takeaway orders.
5. Crave Coins used for redemptions will be deducted from the Member’s balance.
6. Crave Coins have no cash value and cannot be exchanged for money.
7. Rewards are subject to availability and may be substituted where necessary which may differ between Participating Locations.

5. Points Validity & Expiry

1. Crave Coins are valid for 12 months from the date they are earned.
2. Expired Crave Coins cannot be reinstated.
3. Creams may notify members before Crave Coins expire but are not obliged to do so.

6. Tier Status

1. Tier status is determined by a Member’s Qualifying Spend over a rolling 12-month period.
2. Tier thresholds are published within the App and may be amended.
3. Once achieved, a tier is held for 12 months from the qualification date.
4. Members who fall below their tier threshold will receive a three-month soft landing period during which their tier status is maintained, subject to minimum spend.
5. Tier status is not affected by point redemptions.

7. Rewards, Offers & Promotions

1. Selected Rewards, offers, and benefits may be time-limited.
2. Offers cannot be combined unless stated.
3. Birthday rewards are available from and including the 1^st of the Member’s birthday month and expires on and including the last day of that month.
4. Birthday rewards require a valid date of birth registered on the account.
5. Creams reserves the right to withdraw or amend offers without notice.

8. Refunds, Cancellations & Adjustments

1. Where a transaction is refunded, any associated points will be deducted and cannot be redeemed.
2. Creams may adjust points balances in cases of error, misuse, or technical failure.
3. All decisions relating to point adjustments are final.
4. Upon account termination or closure, any unused points will be forfeited and cannot be transferred or redeemed.

9. Account Management

1. Members are responsible for maintaining accurate account information.
2. Creams is not responsible for loss of points due to account misuse or unauthorised access.
3. Accounts may be suspended or terminated where misuse is identified.
4. Members may appeal account suspension or termination decisions by contacting info@creamscafe.com within 7 days of suspension or termination, providing relevant information for review.

10. Data Protection & Privacy (GDPR)

1. Creams processes personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018 (DPA).
2. Personal data collected may include:
   1. Name
   2. Email address
   3. Date of birth
   4. Transaction history
   5. Location data
   6. App usage data
3. Data is used for:
   1. Operating the Programme
   2. Providing rewards and benefits
   3. Customer support
   4. Marketing communications (with consent)
   5. Improving products and services
4. Creams may share data with trusted third-party service providers for Programme administration.
5. Data will not be sold to third parties.
6. Members have the right to:
   1. Request correction
   2. Request deletion
   3. Withdraw marketing consent
7. Data requests can be made via:
   1. Email: info@creamscafe.com
8. Further information is available in our Privacy Policy.
9. Creams will not hold Member data for any longer than necessary, unless retention is required for legal or regulatory purposes, in compliance with UK GDPR and DPA.

11. Marketing Communications

1. Members may receive Programme-related communications.
2. Marketing communications will only be sent where consent has been provided.
3. Members may opt out at any time via account settings or unsubscribe links.

12. Changes to the Programme

1. Creams reserves the right to amend, suspend, or terminate the Programme at any time.
2. Reasonable notice will be provided for material changes to the Programme. Notice will be given to your registered email.
3. Continued participation constitutes acceptance of updated Terms.

13. Limitation of Liability

1. Creams is not liable for:
   1. Loss of points due to technical issues
   2. Unauthorised account use
   3. Reward unavailability
2. Nothing in these Terms limits liability for death, personal injury, or fraud.
3. Nothing in these Terms affects your statutory rights as a consumer under the Consumer Rights Act 2015 or other applicable consumer protection legislation.

14. Force Majeure

1. Creams shall not be liable for any failure or delay in performing its obligations under the Programme where such failure or delay results from circumstances beyond its reasonable control, including but not limited to act of God, pandemic, government restrictions, system failures caused by third-party providers, or other events of force majeure.
2. During such events, Creams may suspend Programme operations temporarily and will notify Members as soon as reasonably practicable.

15. Governing Law

1. These Terms are governed by the laws of England and Wales.
2. Any disputes shall be subject to the exclusive jurisdiction of the English courts.

16. Contact Us

For queries relating to the Programme:

info@creamscafe.com