These Reward and Loyalty Program Terms apply when you participate in a reward, loyalty, mission, Customer Commerce®, or community growth programme operated through Luup One, operated by Luup L.L.C-FZ (Dubai, United Arab Emirates), for or with a participating brand.
01Introduction
1.1The Programme allows eligible participants to earn rewards by completing approved actions, including missions, purchases, content submissions, product recommendations, introductions, signups, sales, surveys, reviews, event participation, or other activities shown in Luup One.
1.2The Programme rewards genuine participation. Every eligible action may be tracked, reviewed, verified, and approved before any points, cash reward, gift card, discount, subscription credit, product reward, or other benefit is issued.
1.3By joining, accessing, or using the Programme, you agree to these Terms, the Platform Terms of Service, the Advertising Disclosure Policy, the Acceptable Use Policy, any mission rules, and any reward rules shown to you.
1.4If there is a conflict between these Terms and a specific mission or reward rule, the specific rule applies to that activity only.
02Definitions
2.1Account means your registered Luup One account.
2.2Approved Action means an action that has been tracked, reviewed, and approved as eligible for a reward.
2.3Brand means the merchant, advertiser, retailer, service provider, or business that offers rewards through Luup One.
2.4Cash Reward means a monetary reward shown in Luup One and payable through an approved payout method.
2.5Mission means a guided action made available through Luup One.
2.6Points means programme points that may be earned for Approved Actions and redeemed for available rewards.
2.7Reward means points, cash, gift card, discount, account credit, subscription credit, product reward, experience, access benefit, or other benefit offered through the Programme.
2.8Reward Wallet means the area where points, rewards, credits, pending rewards, approved rewards, redemptions, and payout history may be shown.
03Eligibility
3.1You must be at least 18 years old, or the age of majority in your country of residence, whichever is higher.
3.2You must have an active Account in good standing.
3.3You must provide accurate registration, contact, profile, payout, tax, and verification information when requested.
3.4You may be required to verify your identity, email address, phone number, payment details, tax status, country of residence, or eligibility before you can earn or redeem rewards.
3.5Luup One and the Brand may refuse, suspend, limit, or remove participation for fraud prevention, legal compliance, payment compliance, account misuse, brand safety, security, or breach.
04Earning rewards
4.1Rewards may be earned only for Approved Actions.
4.2Approved Actions and reward amounts will be shown in the mission, campaign, offer, reward catalogue, app screen, or programme materials.
4.3Rewards may differ by country, user type, campaign, mission, product, subscription level, promotional period, reward inventory, or programme configuration.
4.4Rewards are not guaranteed until approved.
4.5Pending rewards are not available for redemption.
05Points
5.1Points are a programme measurement used to recognise approved participation.
5.2Points may be awarded when you complete an Approved Action.
5.3Points may be redeemed only for rewards made available in your Reward Wallet or reward catalogue.
5.4Points are not money, stored value, e money, a deposit, a security, a financial product, or a balance held in a bank account.
5.5Points cannot be sold, transferred, assigned, exchanged outside the Programme, inherited, or combined with another user’s account unless the Programme expressly allows it.
5.6Points may be reversed if the action that generated them is refunded, cancelled, rejected, fraudulent, duplicated, approved in error, or otherwise invalid.
06Cash rewards and payouts
6.1Cash Rewards may be earned only where the applicable mission, offer, or campaign states that cash is available.
6.2Cash Rewards appear in your Reward Wallet after they are tracked and approved.
6.3You may be required to reach a minimum payout threshold before requesting payout.
6.4Minimum payout threshold: USD 10 (or the local currency equivalent shown in the Programme).
6.5Cash Rewards may be paid by Luup One, the Brand, or a third party payout provider.
6.6Available payout methods may include PayPal, bank transfer, gift card, wallet transfer, another payment provider, or another method shown in the Programme.
6.7Payout methods may vary by country, currency, payment provider, identity status, tax status, and programme rules.
6.8You are responsible for accurate payout details. Luup One and the Brand are not responsible for failed, delayed, blocked, or misdirected payments caused by incorrect or incomplete information you provide.
6.9Payouts may be processed on request, monthly, after an approval period, after a refund or chargeback window, after tax or identity checks, or according to the payout schedule shown in the Programme.
6.10A Cash Reward may be delayed, withheld, reversed, or cancelled where fraud, misuse, breach, missing payout information, tax review, sanctions review, identity review, payment provider review, refund, cancellation, chargeback, or insufficient brand funding applies.
07Gift cards, product rewards, discounts, and credits
7.1Gift cards, product rewards, discounts, subscription credits, and account credits are provided subject to the rules shown at redemption.
7.2These rewards may be subject to expiry dates, stock availability, territory limits, product exclusions, minimum spend, one use limits, account eligibility, third party issuer terms, shipping rules, and campaign budget limits.
7.3Product rewards are available only while stocks last unless the Programme states otherwise.
7.4If a product reward becomes unavailable after redemption, the Brand may provide a substitute reward of equal or greater value, cancel the redemption and return points, extend the redemption window, or provide another remedy required by law.
7.5Discount codes, gift cards, subscription credits, and account credits cannot usually be exchanged for cash.
7.6Gift cards may be issued by third parties and may be subject to third party terms.
08Expiration
8.1Points expire 12 months after they are earned unless redeemed earlier.
8.2Cash Rewards expire 12 months after approval if you do not request payout or provide required payout information.
8.3Gift cards, discount codes, subscription credits, account credits, and product reward claims expire on the date shown in the Programme or relevant reward terms.
8.4If no expiry date is shown, the default expiry period is 12 months from issue.
8.5Expired points, credits, rewards, or payout balances may be removed from your Account and will not be reissued unless required by law.
8.6Expiry may be paused or extended where required by law, where there is a technical error caused by Luup One or the Brand, or where the Brand chooses to extend a campaign.
09Redemption
9.1You may redeem approved rewards through your Reward Wallet, reward catalogue, payout request page, or another approved redemption method.
9.2A redemption request is not complete until submitted through the approved process.
9.3Luup One or the Brand may require identity, account, fraud, payment, tax, or sanctions checks before processing a redemption.
9.4Redemption may be refused where:
- your Account is suspended;
- the reward has expired;
- the minimum threshold has not been met;
- the reward is unavailable;
- the related action is pending, rejected, or reversed;
- required information has not been provided;
- fraud, misuse, breach, or suspicious activity is suspected;
- the Brand has not funded the reward pool or payout float.
10Rejection and reversal
10.1Rewards may be pending, approved, rejected, paid, redeemed, expired, cancelled, or reversed.
10.2A paid or redeemed reward may still be reversed where the underlying action is later found to be invalid, fraudulent, refunded, cancelled, duplicated, completed outside the rules, or approved in error.
10.3Luup One and the Brand may deduct reversed amounts from your Reward Wallet, future rewards, unpaid balances, or future payouts.
10.4If you believe a reward was wrongly rejected or reversed, you must contact support within 30 days.
11Reward Wallet
11.1Your Reward Wallet may show points, cash rewards, credits, pending rewards, approved rewards, redeemed rewards, expired rewards, reversed rewards, and payout history.
11.2Wallet balances are provided for convenience and may be adjusted to correct errors, reversals, fraud findings, refunds, cancellations, chargebacks, or system issues.
11.3A Reward Wallet is not a bank account, deposit account, stored value account, trust account, e money account, or financial account.
12Brand responsibility for rewards
12.1The Brand is responsible for funding and fulfilling rewards it offers through the Programme unless the merchant agreement, campaign terms, reward rules, or programme materials state otherwise.
12.2Where Luup One manages payout or fulfilment on behalf of the Brand, Luup One does so as an operational service provider unless expressly agreed otherwise.
12.3The Brand is responsible for product quality, shipping, delivery, substitutions, warranties, and customer support for Brand rewards unless reward rules state otherwise.
12.4Luup One is responsible for operating the Programme in line with approved campaign setup, tracking, review workflow, and payout process.
12.5Luup One is not responsible for the Brand’s failure to fund, honour, ship, replace, or support a promised reward except where Luup One has expressly accepted that responsibility in writing or where required by law.
13Taxes
13.1You are responsible for any taxes, reporting obligations, bank charges, payment provider fees, currency conversion costs, or other deductions that apply to rewards you receive unless applicable law requires otherwise.
13.2Luup One, the Brand, or a payout provider may request tax or identity information before releasing a payout.
14Support and complaints
14.1For reward queries, contact support@luup.com or use the support function in Luup One.
14.2Include your Account email, mission name, reward type, date of action, and supporting evidence.
14.3Reward disputes must be submitted within 30 days of the relevant action, rejection, expiry, reversal, or payout issue.
14.4Luup One and the Brand will review reward disputes in good faith.
14.5The decision on reward eligibility will be final where made in good faith and in accordance with these Terms, unless applicable law requires otherwise.
15Liability
15.1Nothing in these Terms limits mandatory consumer rights that apply to you.
15.2Subject to clause 15.1, the Brand’s liability for any reward is limited to the value of that reward or the replacement remedy required by law.
15.3Subject to clause 15.1, the total liability of Luup One and the Brand to you under the Programme will not exceed the approved unpaid rewards owed to you in the six months before the claim.
16Governing law and jurisdiction
16.1These Terms and any dispute, claim, or non contractual obligation arising out of or in connection with them are governed by the federal laws of the United Arab Emirates and the laws applicable in the Emirate of Dubai.
16.2Subject to any mandatory consumer rights that may apply in your country of residence, the Courts of the Dubai International Financial Centre shall have jurisdiction to hear and determine any dispute arising out of or in connection with these Terms.
16.3These Terms are prepared in English. Where a translation is provided, the English version will prevail unless applicable law requires otherwise.
Include your Account email, mission name, reward type, date of action, and supporting evidence.