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LuLu Money Rewards Program - Terms & Conditions

The LuLu Money Rewards Program (hereinafter the "Rewards Program") became effective on 1 August 2025.

The Rewards Program operates under the terms and conditions as set out below unless otherwise expressly stated ("T&Cs"). The Program is designed and administered in line with the Central Bank of the UAE's Consumer Protection Regulation, ensuring fair treatment, transparency, and safeguarding of consumer rights. By registering and participating in this Rewards Program, you represent that you have read and agreed to these T&Cs.

Objectives of T&Cs

These T&Cs set out the rules for the LuLu Money Rewards Program and form a binding agreement between LuLu Money and each participating customer. Their purpose is to make the Program easy to understand, fair, and compliant, so you know exactly how to earn and use rewards.

Join the Rewards Program

1. Eligibility

1. Possesses the legal authority to agree to the Rewards Program T&Cs.
2. Provides valid and accurate personal information when enrolling in the Rewards Program
3. The Program is open to all registered LuLu Money customers with an active account.
4. The Program applies only to transactions conducted via the LuLu Money mobile application ("LM App").
5. LuLu Money reserves the right at any time to modify, suspend, or terminate eligibility at its discretion.
6. Customers shall provide explicit consent before enrolling in the Program, acknowledging that they have read and understood the Terms & Conditions in full.

2. Points Earning Rules

1. New Customers (Customer B): A new customer completing their first transaction with a minimum value of AED 1000 will receive 3,000 Points (which is worth AED 25).
2. Referral Bonus: An existing LuLu Money customer ("Referrer") will receive 3,000 Points (worth AED 25) when:
   1. The Referrer successfully refers a new customer.
   2. The referred new customer completes their first transaction of AED 1,000 or more.
   3. No points will be awarded for subsequent transactions by either new or existing customers, except under the referral conditions described above.

3. Points Conversion & Redemption

1. Conversion Rate: 1 AED = 120 Points.
2. Redemption Options: Points can be redeemed in two ways:

1. Cashback on LuLu Money Transactions
   1. Customers must first convert their points into vouchers.
   2. Available voucher conversion options:

      1. 1,200 Points AED 10 voucher

      2. 1,800 Points AED 15 voucher

   3. Example: If a customer is transferring AED 100 and redeems a 1,200-point voucher, AED 90 will be charged to the customer , and AED 10 will be applied through the voucher.
   4. Minimum points required per redemption: 1,200.
   5. Maximum points redeemable per transaction: 1,800.
2. Conversion into LuLu Hypermarket "Happiness" Points
   1. Points may be converted into LuLu Hypermarket Happiness Points using the following slabs:

      1. 1,200 Points 4,000 Happiness Points (worth AED 10)

      2. 1,800 Points 6,000 Happiness Points (worth AED 15)

   2. Converted Happiness Points will be credited to the customer's Happiness App account.
   3. Minimum and maximum redemption limits per transaction apply as above (1,200-1,800 points).
3. QR Code Rewards - from Branch Remittance Voucher Only
   1. Customers earn 300 points (AED 2.50) by scanning the QR code printed on their remittance voucher using the LuLu Money app.
   2. QR codes are only issued for remittance vouchers (not for bill payments, foreign currency, or other products).
   3. One reward per transaction: each QR code can be scanned once; points are awarded only for the first valid scan.
   4. Only the customer who performed the transaction may scan the QR code and receive the points.
   5. Multiple scanning for QR codes cannot be used for a single transaction.

4. General Conditions

1. Points are non-transferable, have no cash value, and cannot be exchanged for cash outside the redemption methods specified.
2. Points may only be redeemed by the customer who earned them and are tied to their registered LuLu Money account.
3. If the points are redeemed, they cannot be used again.
4. Points are valid for 12 months from the date of issuance, after which they will expire automatically and Vouchers will expire in 60 days from the date of issue.
5. The earning and redemption of points do not represent a contractual right to cash or guaranteed benefits, and LuLu Money reserves the right to amend, modify the earning structure, conversion, and redemption rules at any time without prior notice, even though such changes may affect the value of Points, or the ability to obtain certain Points subject to applicable regulations.
6. LuLu Money maintains systems to detect and prevent misuse or fraudulent redemption. Customers must report suspected fraud immediately. Educational material on safe usage will be periodically provided. Misuse of the Program, including fraudulent transactions or misuse of referrals, may result in cancellation of points and/or suspension of the customer's account.
7. LuLu Money is committed to fair, transparent, and timely communication with customers. Key program information, updates, or changes will be disclosed through official digital channels at least 30 days prior to implementation.
8. In case of conflict or discrepancy between these T&Cs and any other communications, including advertising or promotional materials, these T&Cs prevail.
9. In case of any discrepancy in points accrual or redemption, customers may raise a complaint through official channels via customercare@ae.LuLuexchange.com or Call 600522204. All complaints will be acknowledged within 2 business days and resolved within 15 business days. If the issue remains unresolved, customers may escalate the matter to the Consumer Protection Department of the Central Bank of the UAE (CBUAE).

5. Limitation of Liability

1. LuLu Money shall not be liable for any technical failures, delays, or issues in the crediting or redemption of points.
2. LuLu Money shall not be liable for any direct, indirect, special, exemplary, punitive, incidental, or consequential damages of any kind, whether based in contract, tort, or otherwise, that arise out of or are in any way connected with the LuLu Money Rewards Program, these Terms & Conditions, or the operation, suspension, or termination of the Program; however, consumers' statutory rights and protections under UAE and CBUAE regulations remain unaffected.
3. LuLu Money does not guarantee continued availability of redemption partners (such as LuLu Hypermarket) and may withdraw or change them at any time.

6. Intellectual Property and Personal Information

1. All trademarks, trade names, logos, designs, software, and other materials connected with the LuLu Money Rewards Program are the exclusive property of LuLu Money, its affiliates, or its partners. Participation in the Program does not grant customers any ownership, license, or right to use this intellectual property without prior written consent.
2. By joining and using the Program, customers acknowledge and agree that LuLu Money may collect, process, and share their personal information as necessary to operate, manage, and improve the Program. This includes activities such as crediting and redeeming points, preventing fraud, verifying eligibility, and enabling benefits through third-party partners (such as LuLu Hypermarket for Happiness Points).
3. All personal information will be handled in line with LuLu Money's Privacy Notice, applicable data protection laws, and regulatory requirements of the Central Bank of the UAE (CBUAE). Customers' information will not be sold to third parties, and when shared with service providers or partners, appropriate contractual and security safeguards will be applied.

7. Data Protection & Privacy Consumer rights

Customers may request access to, correction, or deletion of their personal data at any time. In the event of a data breach involving personal information, LuLu Money will promptly notify the affected customers and the Central Bank of the UAE (CBUAE), in accordance with the requirements of the Consumer Protection Standards (CPS) Section 7.4.

8. Cancelled Transactions

1. Refund Policy for Cancelled Transactions: In the event that a transaction is cancelled and a refund is required, the customer will only be refunded the payout amount (i.e., the actual amount paid by the customer at the time of the transaction, excluding any discounts).
2. Refunds due to system or operational errors will be processed promptly once verified. Consumers will be informed of the correction steps in line with the CBUAE's Consumer Protection Standards.
3. Non-Refundable Cashback/Discounts: Any cashback, promotional discount, or voucher applied during the original transaction will not be refunded. The value of such discounts is considered a promotional benefit and not part of the refundable transaction amount.
   Examples
   1. If a transaction of AED 100 includes a AED 10 cashback voucher and the customer pays AED 90, only AED 90 will be refunded upon cancellation.
   2. The AED 10 cashback value is non-refundable and will not be reissued.
4. Eligibility for Refund: Refunds are only applicable for eligible cancellations in accordance with our cancellation policy. The refund process and timelines may vary depending on the payment method used.
5. Amendments: These terms are subject to change at the discretion of LuLu International Exchange LLC. The most recent version, if any will be available on the LuLu exchange website and LuLu money Mobile app.

9. Governing Law

1. These T&Cs are governed by the laws and regulations of the United Arab Emirates. Any dispute, claim, or controversy arising out of or in connection with the Program or these Terms & Conditions shall be subject to the exclusive jurisdiction of the courts of the Dubai.
2. The Program remains subject to the oversight and regulatory requirements of the Central Bank of the UAE (CBUAE).

10. Mobile Number Policy

1. Unique Identifier:
   1. The LuLu Money Rewards Program is linked exclusively to the customer's registered mobile number.
   2. This mobile number acts as the unique identifier for earning and redeeming Rewards points.
2. Change of Mobile Number: If a customer changes their registered mobile number, the Rewards points and vouchers linked to the old number will be temporarily nullified.
3. Duplicate Numbers in System:
   1. If the new mobile number provided is already present in LuLu Money's system, any Rewards points and vouchers that may temporarily appear under that number will be deleted/adjusted by LuLu Money in the back end.Only the verified Rewards points and Vouchers belonging to the customer's original account will be reassigned to the updated mobile number.
   2. Points are non-transferable under any circumstances.
4. Vouchers:
   1. Customers are strongly advised to redeem all active vouchers before initiating a mobile number change.
   2. Vouchers may become temporarily unavailable or invalidated during the transfer process.
   3. LuLu Money will not be responsible for any expired or unredeemed vouchers if the customer proceeds with a number change without redeeming them first.
5. Transfer of Rewards Points:
   1. After verification, the original Rewards points will be reassigned to the customer's new mobile number.
   2. Points cannot be redeemed during the transfer period, which may take 5-7 working days for revalidation.
   3. This process may take up to 5-7 working days.
6. Temporary Unavailability:
   1. During this reassignment process, Rewards points may not be available for redemption.
   2. LuLu Money will not be liable for any inconvenience caused due to this temporary unavailability.
7. Customer Responsibility: Customers must ensure their registered mobile number is valid and updated.
8. Final Authority:
   1. LuLu Money reserves the right to amend or withdraw these terms at its sole discretion without prior notice.
   2. Any major program change, such as altering reward structure or expiry, will be notified to consumers at least 30 days prior through official channels.
   3. In case a customer raises a dispute regarding the balance of points or issued vouchers, the final decision on such matters shall rest with LuLu Exchange.