Merlo Coffee Roasters — Friend of Merlo Loyalty Terms and Conditions

These terms and conditions are intended to protect you and Merlo Coffee Roasters.

1. Joining Friend of Merlo

• We reserve the right to change these terms at any time without prior notice, and you agree that each time you use your Friend of Merlo digital loyalty card you accept the current terms and conditions.
• Participation in the Friend of Merlo Loyalty program is open only to individuals (including employees of Merlo Coffee Roasters). Participation is offered at the discretion of Merlo Coffee Roasters, which may accept or reject (at its sole discretion) any application to participate.
• Membership of the Friend of Merlo Loyalty program is free.
• To register for an account and participate in the Friend of Merlo program, you must be 16 years of age or older. By creating an account and joining the program, you confirm that you meet this minimum age requirement. Merlo Coffee Roasters reserves the right to request proof of age or terminate accounts if we believe a user is under the age of 16.
• Each member may hold one Friend of Merlo account only, so that rewards and purchase activity are recorded correctly. If you have accidentally created more than one account, please contact our Customer Service team.
• The Friend of Merlo program is valid at participating Merlo-owned cafés and on the Merlo online store at merlo.com.au. 

2. Your account, log-in and digital card

• New members must enter their email address to receive a one-time code to validate their email before continuing with the sign-up process.
• Friend of Merlo accounts do not use a password. Each time you log in via the Merlo App or merlo.com.au, a one-time verification code will be sent to the email address registered to your account. You are responsible for keeping access to that email address secure.
• Once your account is confirmed, you can access your Friend of Merlo digital loyalty card (including your QR code) by:
1. Downloading the Merlo App (search “Merlo Coffee” in the Apple App Store or Google Play) and logging in; or
2. Adding your digital loyalty card to Apple Wallet or Google Wallet; or
3. On the Merlo website log in to your account here 
• No physical loyalty card is available; the Friend of Merlo card is a digital card only. Your membership is linked to your account, not your device — if you lose or change your phone, simply log in on another device.
• To receive the latest features and access your rewards, you must keep the Merlo App updated to the latest version available in the Apple App Store or Google Play.
• Friend of Merlo digital loyalty cards are not legal tender, credit or debit cards. They are not transferable and remain the property of Merlo Coffee Roasters.
• Friend of Merlo benefits can only be earned or applied when your digital loyalty card is scanned in-store at the time of purchase, or when you are logged in to your Friend of Merlo account when shopping online.
• If your digital loyalty card is not scanned, or you are not logged in, at the time of purchase, the transaction may not be recorded against your account. If you believe a qualifying purchase has not been recorded, contact our Customer Service team with your account details, the date of purchase, the café or online order number and details of the purchase. We will review the transaction and, where appropriate and at our discretion, adjust your account.
• No credit, money or pre-paid funds can be stored on your Friend of Merlo account or digital loyalty card.
• Merlo Coffee Roasters reserves the right to request identification from you to verify that you are the registered Friend of Merlo member.

3. Friend of Merlo benefits

The benefits of the Friend of Merlo program are as follows:

3.1 Buy 10 Drinks, Get 1 Free (Beverage Reward)

• You earn one stamp for each eligible prepared beverage purchased at a participating Merlo-owned café. Drinks can be hot or cold, and any size. Each eligible drink earns one stamp — for example, three eligible drinks purchased in one transaction earn three stamps.
• Once you collect 10 stamps, a Beverage Reward voucher for one free prepared beverage (hot or cold, any size) is issued to your account.
• The following purchases do not earn stamps: bottled and canned drinks; food; coffee capsules and coffee concentrate bottles; retail coffee; and any other products that are not prepared beverages.
• Beverage Reward vouchers can be redeemed in-store at participating Merlo-owned cafés and expire 12 months from the date of issue, unless otherwise stated. The expiry date is displayed with your reward.

3.2 Rewards When You Shop (Spend Reward)

• You accrue qualifying spend on eligible products — roasted coffee (whole beans or ground), coffee capsules and coffee concentrate — purchased at participating Merlo-owned cafés or through the Merlo online store while logged in to your Friend of Merlo account.
• Qualifying spend is the actual amount you pay for eligible products, including GST and after any discounts. For example, if a $20 eligible product is discounted to $15, $15 counts towards your qualifying spend.
• Shipping and freight, prepared beverages, food, bottled and canned drinks, and any other non-eligible products do not count towards qualifying spend.
• For each $200 of qualifying spend, a $5 Spend Reward voucher is issued to your account. Once the voucher is issued, your qualifying spend balance resets to $0 and you begin earning towards your next $200. Qualifying spend does not continue to accumulate beyond $200 once a voucher has been issued.
• Spend Reward vouchers can be used towards eligible purchases [in-store or online]. Any product or category exclusions will be displayed with the voucher.
• Spend Reward vouchers cannot be partially redeemed. They must be used in full in a single eligible transaction, and any unused value is forfeited.
• Spend Reward vouchers expire 12 months from the date of issue, unless otherwise stated. The expiry date is displayed with your reward.

3.3 Birthday Treat

• To be eligible for a Birthday Treat, you must be a Friend of Merlo member, have your date of birth recorded in your account, and have made an eligible purchase in-store or online on your membership during the 12 months leading up to your birthday.
• Your Birthday Treat is issued the day before your birthday. You may choose either:
1. one free prepared hot beverage of any size at a participating Merlo-owned café; or
2. a $5 voucher to spend on products online at merlo.com.au.
• One Birthday Treat is available per member each year. The Birthday Treat expires 90 days from the date of issue, unless otherwise stated.
• Please keep your account details up to date so we can send your Birthday Treat to you.

3.4 Special VIP Perks

• From time to time, Friend of Merlo members may receive access to giveaways, competitions, event ticket offers, exclusive experiences, early access, special offers, promotions and newsletters.
• VIP Perks vary over time, are not guaranteed, and may be subject to separate terms and conditions, which will apply in addition to these terms.

3.5 Other Benefits

• Other in-store and online benefits for Friend of Merlo members will be listed here from time to time.

4. Using your rewards

• In-store: open the Merlo App or your digital wallet card and present your QR code. Our team will scan your membership and apply the eligible reward to your transaction.
• Online: log in to your Friend of Merlo account when shopping. Available eligible rewards will appear against your account and can be applied at checkout, according to the terms of the individual reward.
• You may use more than one reward or voucher in a single transaction where the terms of those rewards allow it.
• You do not need to use a reward as soon as it is issued; it will be saved in your account until its expiry date. Rewards must be redeemed before their stated expiry date. Expired rewards cannot be reinstated or extended unless otherwise approved by Merlo Coffee Roasters.
• Friend of Merlo rewards, vouchers, stamps and qualifying spend cannot be exchanged or refunded for cash, and cannot be transferred between members or to any other person.

5. Managing, closing and cancelling membership

• You must advise Merlo Coffee Roasters of any change to your name, email address, mobile number, date of birth or other details as soon as the change occurs. Merlo Coffee Roasters is not responsible for any loss of Friend of Merlo benefits, rewards, prizes or giveaways resulting from your failure to update your details.
• You can update your details via your Friend of Merlo account in the Merlo App or on merlo.com.au. If you cannot access your account (for example, because your previous email address is no longer active), contact us at info@merlo.com.au, by calling 1800 637 567, or by completing the contact form on the Merlo website.
• If you no longer wish to participate, contact our Customer Service team to request closure of your account. Any unused rewards, vouchers, stamps and qualifying spend will be forfeited on closure.
• Merlo Coffee Roasters may cancel or refuse membership of the Friend of Merlo program at its absolute discretion, particularly if a membership is deemed to be fraudulent or linked to a fraudulent membership, or if a member engages, at any Merlo Coffee Roasters store or online, in conduct that is derogatory, harmful or otherwise regarded by Merlo Coffee Roasters as highly inappropriate.
• Merlo Coffee Roasters reserves the right to terminate the Friend of Merlo program at any time by providing at least 30 days’ prior written notice, after which you will no longer be able to participate in the program. After the notice period expires, Merlo Coffee Roasters has no further liability to you, including for unused rewards, vouchers, stamps or qualifying spend.

6. Privacy and communications

• By joining the Friend of Merlo program, you consent to Merlo Coffee Roasters contacting you from time to time using the details you provide, including by email, SMS, telephone and post. Merlo Coffee Roasters sends electronic communications and SMS messages promoting our activities to Friend of Merlo members, unless you have indicated that you do not want to receive them.
• You can opt out or update your communication preferences at any time through your online account. If you have difficulty updating your details, contact us at info@merlo.com.au or via our online contact form.
• From time to time, Merlo Coffee Roasters may send you offers from its partners.
• You agree that you have read and accept the terms of our Privacy Policy, including (without limitation) the collection, use and disclosure of personal information.

7. Liability

• Except as provided in any law which cannot lawfully be excluded or modified by agreement, Merlo Coffee Roasters does not accept any liability whatsoever, including for negligent acts and omissions, with respect to:
1. the breach of any of these terms or any term implied by law (including statute) by any person other than Merlo Coffee Roasters;
2. any benefit, reward, prize or giveaway;
3. any death or injury or consequential loss or damage arising from the supply of any Friend of Merlo benefit or other reward, prize or giveaway;
4. the loss, theft or destruction of the Friend of Merlo digital loyalty card or any Friend of Merlo benefit or other reward, prize or giveaway;
5. any failure, delay or inability to provide the Friend of Merlo digital loyalty card or any Friend of Merlo benefit or other reward, prize or giveaway to you caused by circumstances beyond its control, including strikes or industrial disputes, acts of God, flood, weather, war or civil disturbance; and
6. any other liability, loss or damage incurred or suffered by any member (or any other person) in connection with the Friend of Merlo program.

8. Notices

• Merlo Coffee Roasters may give you notice:
1. by email or SMS (to the last known email address or mobile number provided), which you are taken to have received upon the sender receiving confirmation the message has been sent;
2. on the Merlo Coffee Roasters website, which you are taken to have received within 5 days of posting on the website; or
3. in writing, which you are taken to have received immediately if delivered by hand, or, if sent by post, on the earlier of the date of receipt or 3 days after it was posted.

9. General

• Any failure or delay by Merlo Coffee Roasters in exercising its rights under these terms does not constitute a waiver of those rights, and any waiver by Merlo Coffee Roasters must be in writing and signed by an authorised officer of Merlo Coffee Roasters.
• These terms will be construed according to and governed by the laws of Queensland, and the parties submit to the exclusive jurisdiction of the courts of Queensland.

10. Definitions

• “Application form” means the form completed in person, in the Merlo App, or online on the Merlo website.
• “Merlo Coffee Roasters” means Merlo Coffee Roasters and its stores and website.
• “Merlo App” means the official Merlo Coffee mobile application available from the Apple App Store and Google Play.
• “Friend of Merlo” or “member” means a person who is a member of the Merlo Coffee Roasters loyalty program.
• “Friend of Merlo digital loyalty card” or “digital card” means the digital membership card (including QR code) provided by Merlo Coffee Roasters to each member, accessed via the Merlo App, Apple Wallet or Google Wallet, or the Friend of Merlo account on merlo.com.au.
• “Friend of Merlo benefits” means the facilities, services, products, discounts, offers, rewards, activities, events or arrangements offered or available to members from time to time.
• “Participating café” means a Merlo-owned café at which the Friend of Merlo program operates, as listed on the Locations page.
• “Prepared beverage” means any individual hot or cold drink handcrafted and served in-store by a Merlo Coffee Roasters barista, excluding packaged, canned or bottled retail drinks.
• “Stamp” means the unit recorded on your account for each eligible prepared beverage purchased, counting towards a Beverage Reward.
• “Qualifying spend” means the amount counted towards a Spend Reward, as described in clause 3.2.
• “Voucher” or “reward” means a Beverage Reward, Spend Reward, Birthday Treat or other reward issued to your Friend of Merlo account.