Grand Me — Customer Loyalty Program

Terms & Conditions

About Grand Me

The Grand Me Customer Loyalty Scheme allows Grand Me Cardholders to accumulate points on purchases from Grand Hypermarket, Costo Supermarkets & Grand Fresh Kuwait.

Cards are issued free of charge. Only one card per customer. Points are visible via the Grand Hyper Mobile Application and through Customer Care. Enrollment is available in-store or through the online option provided by Grand.

1. The Program

The Grand Me Customer Loyalty Scheme allows Grand Me Cardholders to accumulate points on their purchases from Grand Hypermarkets, Costo Supermarkets & Grand Fresh Kuwait. The cards eligible for Grand Me points earning will be as determined by Grand from time to time.

2. Eligibility

• 2.1. All customers of Grand are eligible for the Grand Me loyalty program by enrolling in-store or through the online option provided by Grand.
• 2.1. The Grand Me Card is provided free of cost. Only one card may be issued per customer, irrespective of the value of transactions.

3. Exclusions

• 3.1. Grand reserves the right, at their absolute discretion and at any time, to exclude any customer from inclusion in the Customer Loyalty Program or to cancel the registration of any customer.
• 3.2. In order to benefit from Grand Me Points, the Grand Me Card must be valid and in good standing as per the criteria and standards applied by Grand from time to time. The Cardholder's acceptance of these Terms & Conditions shall be deemed satisfied upon redemption of his/her Grand Me Points.

4. Enrollment

• 4.1. Grand Me Cards will be delivered to the customer through Grand's own distribution system — either as a physical card or a virtual card.
• 4.2. Grand Me Points will be visible both in the Grand Hyper Mobile Application and through Customer Care.

5. Reward Points

• 5.1. Each purchase of KWD 1 (one) will earn a minimum of 1 Grand Me Point, with the possibility of earning higher points during special promotions (except for mobile phones and heavy household goods).
• 5.2. Grand Me Points Validity — One (1) year from the date of purchase.
• 5.3. Grand Me Points will be awarded from the date the card is activated and can be used for all eligible purchases made by the customer from Grand Outlets.
• 5.4. Grand Me Points shall be rewarded only if the customer presents his/her Grand Me Card or Mobile Number linked with the Grand Me Card before the final settlement at the POS. Any failure to present the card before transaction completion shall be treated as final and points will not be awarded for that transaction. Grand Hypermarket has the sole authority to award or withhold points in such situations.
• 5.5. Grand Me Points awarded may be shown on purchase bills and can be verified at Customer Care. Exact redeemable points are visible only after a minimum of 24 hours from the last purchase, as hold points are transferred to the customer account within a minimum of 24 hours.
• 5.6. In case of a defective or damaged Grand Me Card, the history of points earned shall be transferred to the duplicate card, with or without a card processing charge, at the sole discretion of Grand. The customer shall not be liable for points earned during the processing period of a duplicate card.
• 5.7. Cardholders cannot accrue Grand Me Points for any transactions made prior to their Enrollment Date.
• 5.8. All purchases through a Grand Me Card are eligible for Grand Me Points except: (a) items or purchases excluded from the program; (b) transactions that Grand determines are disputed, erroneous, unauthorized, void, illegal and/or of a fraudulent nature.
• 5.9. Grand Hypermarket may, at its sole discretion and without prior notice, add to, remove from, or otherwise alter the list of eligible purchases, and may award different points based on the product purchased. Grand Hypermarket's decision as to what constitutes an eligible purchase shall be final and conclusive.
• 5.10. Grand Me Points will stop accruing if the Cardholder fails to purchase from Grand outlets for a continuous period of more than 24 months (or such other period as decided by Grand Hypermarket).
• 5.11. Card Closure: (a) If voluntarily closed by the Cardholder, Grand Me Points must be redeemed within 365 days of card closure, otherwise they will be forfeited. (b) If cancelled by Grand Hypermarket for any reason, all accumulated Grand Me Points will be forfeited. (c) If blocked or suspended by Grand Hypermarket, accumulated points shall stand forfeited but may be reinstated at Grand Hypermarket's discretion if card use is reinstated.
• 5.12. Adjustments will be made to Grand Me Points if there are credits arising from returned goods, services, or billing disputes. If a disputed transaction is resolved in favour of the Cardholder, proportionate Grand Me Points will also be reversed. On redemption, Grand Me Points will automatically be subtracted from the accumulated balance.
• 5.13. Grand Hypermarket's decision on the computation of Grand Me Points is final, conclusive and binding on the Cardholder.

6. Redemption

• 6.1. A minimum of 100 Grand Me Points is required to claim any redemption.
• 6.2. The Cardholder can only redeem Grand Me Points registered and credited to their Grand Me Card Account at the time of redemption. Hold Points are not valid for redemption until transferred to redeemable points. Grand Hypermarket's books and records shall be conclusive evidence of the number of Grand Me Points credited to the Cardholder's account.
• 6.3. Grand Hypermarket reserves the right, at any time and without prior notice, to apply time limitations on the validity of Grand Me Points earned. Any unprocessed redemption order for cancelled Grand Me Points will not be processed even if the redemption order was received before the cancellation.
• 6.4. Any redemption order is subject to Grand Hypermarket's approval, the availability of the Reward at the time of the order, and any restrictions applied by suppliers. Grand Hypermarket may, without prior notice, withdraw or substitute any Reward for another of comparable value or nature.
• 6.5. A minimum of 100 Grand Me Points is required for any form of redemption. Only one redemption request will be accepted per day per cardholder.
• 6.6. The minimum turnaround time for processing redemption requests is 3 working days. Grand Hypermarket is not responsible for delays beyond this timeframe if caused by circumstances beyond its control. Grand Hypermarket reserves the right to change processing times with or without prior notice.
• 6.7. Grand Me Points once redeemed cannot be converted back to Grand Me Points.
• 6.8. Grand Hypermarket gives no warranty (whether expressed or implied) and undertakes no liability in respect of the quality, suitability, or fitness for purpose of any Reward.
• 6.9. Should a Reward arrive damaged or faulty, the customer must notify Grand Hypermarket within two (2) days of receipt with full details as requested by Grand Hypermarket.
• 6.10. Grand Hypermarket will use its best endeavours to convey the Cardholder's complaint to the supplier and arrange a replacement where possible. Grand Hypermarket shall not be held responsible for damaged or defective Rewards. Redemption orders once submitted cannot be cancelled, revoked, or changed.
• 6.11. Details of specific rewards are set out in the Grand Me Points Brochure / Reward Display Stand in participating outlets, subject to change at Grand Hypermarket's discretion without prior notice. All Reward selections are non-returnable.
• 6.12. Every effort has been made to ensure that the information in the Grand Me Points Brochure is accurate. Grand Hypermarket is not responsible for any errors or omissions in the Brochure.

7. General Terms

• 7.1. Grand Hypermarket reserves the right to design any schemes for the benefit of customers, which will be communicated from time to time. All existing Grand Me customers are eligible for special benefits offered by Grand under Grand Me.
• 7.2. Grand Hypermarket reserves the right to disqualify any Cardholder from further participation in the Grand Me Points Program if, in Grand Hypermarket's sole judgment, that Cardholder has violated these Terms & Conditions and/or the terms & conditions of their Grand Me Card Agreement. Suspension and disqualification may result, at Grand's sole discretion, in the cancellation and nullification of all Grand Me Points earned.
• 7.3. Grand Hypermarket is entitled, at any time and without prior notice or liability to the Cardholder, to: terminate the Grand Me Points Program; cancel and/or vary its benefits or features; add to, vary, or delete any of these Terms & Conditions; withdraw or change participants; or modify or limit the value of Grand Me Points and/or the manner of redemption — even if such acts diminish the value of points already accumulated.
• 7.4. Fraud and abuse relating to the earning and redemption of Grand Me Points will result in forfeiture of Grand Me Points and termination of the Card.
• 7.5. Information supplied by a Cardholder on application and/or redemption of rewards may be used by Grand Hypermarket for administrative and/or marketing purposes.
• 7.6. Grand Hypermarket acts in good faith in response to any oral or electronic instruction or inquiry by the Cardholder. The Cardholder will not be entitled to claim any loss, damage, liability, or expense attributable directly or indirectly to any good faith action of Grand Hypermarket. The Cardholder shall indemnify and hold Grand Hypermarket harmless in respect thereof.