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LuLu Money SendFest: Terms and Conditions

These Terms and Conditions govern participation in the “LuLu Money SendFest” campaign in Kuwait, organised by LuLu Exchange. By participating, customers agree to comply with and be bound by these T&Cs, together with the LuLu Money Rewards Program terms.

1. Definitions

  1. 1.1 Campaign: means the “LuLu Money SendFest” rewards campaign organised by LuLu Exchange in accordance with these Terms and Conditions.
  2. 1.2 Campaign Period: means the period from 16 October 2026 to 31 October 2026, both dates inclusive.
  3. 1.3 Participant: means any eligible customer of LuLu Money who meets the eligibility criteria set out in Section 2.
  4. 1.4 App: means the LuLu Money Kuwait mobile application, available on iOS and Android.
  5. 1.5 Qualifying Transaction: means a single successful remittance transaction of KWD 300 or more, initiated and completed through the LuLu Money app within the Campaign Period, excluding transactions made under the “Pay at Branch” payment option.
  6. 1.6 Campaign Points: means the extra reward points worth KWD 3 (360 points) credited for each Qualifying Transaction in accordance with Section 3.
  7. 1.7 Standard Rewards: means the reward points that LuLu Money users already earn under the LuLu Money Rewards Program.
  8. 1.8 New User: means a customer who has registered on the App and is yet to complete their first transaction.
  9. 1.9 Existing User: means a registered customer who has previously completed at least one transaction.
  10. 1.10 Reward Points: means all points in a customer’s reward balance, including Campaign Points and Standard Rewards.
  11. 1.11 Cashback Voucher: means a voucher generated by redeeming Reward Points, which reduces the amount paid on a future transfer made through the App, as set out in Section 4.
  12. 1.12 LuLu Happiness Points: Points converted from Reward Points that can be redeemed for purchases at any LuLu Retail Store.
  13. 1.13 Force Majeure Event: means any event beyond LuLu Exchange’s reasonable control, including severe weather, fire, flood, strike, war, political unrest, acts of God, governmental or regulatory action (including delay or withdrawal of any required approval or licence), or failure of telecommunications, banking, or third-party systems.

2. Eligibility and Participation

  1. 2.1 The Campaign is open to all registered LuLu Money app users in Kuwait who are aged 18 years or above and meet LuLu Exchange’s customer verification requirements.
  2. 2.2 No separate registration or opt-in is required. Eligible Participants who complete a Qualifying Transaction during the Campaign Period are automatically included.
  3. 2.3 The Campaign applies only to individual remittance transactions made through the LuLu Money app. Corporate or business transactions do not qualify.
  4. 2.4 Transactions made through LuLu Exchange branches, agents, or third-party channels, and transactions made under the “Pay at Branch” payment option, are not eligible for this Campaign.
  5. 2.5 Employees of LuLu Money, LuLu Exchange, and their associated campaign partners are not eligible to participate.
  6. 2.6 Each Qualifying Transaction must show as “Successful” in the App by 23:59 Kuwait time on 31 October 2026. Transactions initiated within the Campaign Period but not successfully completed by that time will not be counted.
  7. 2.7 A single transaction must be KWD 300 or more. Multiple smaller transactions cannot be combined to reach the KWD 300 threshold.
  8. 2.8 The Campaign applies to transfers to all destination countries supported by the LuLu Money Kuwait app.

3. SendFest Rewards

  1. 3.1 For every Qualifying Transaction, the Participant will receive Campaign Points worth KWD 3 (360 points). There is no limit on the number of times a Participant can earn rewards.
  2. 3.2 Campaign Points are awarded in addition to Standard Rewards and do not replace them. A Qualifying Transaction earns both, as shown below.
    • A New User whose first transaction is a Qualifying Transaction earns 180 Standard Rewards plus 360 Campaign Points, which is 540 points worth KWD 4.5.
    • An Existing User earns 60 Standard Rewards plus 360 Campaign Points for each Qualifying Transaction, which is 420 points worth KWD 3.5.
  3. 3.3 Standard Rewards will be credited instantly upon completion of the transaction. Campaign Points are credited to the Participant’s LuLu Money reward balance within 24 hours of the successful completion of the Qualifying Transaction.
  4. 3.4 Standard Rewards continue to apply to all eligible transactions during the Campaign Period, whatever the transaction amount, and are not changed by this Campaign. They are governed by the LuLu Money Rewards Program terms, which prevail over these Terms and Conditions for Standard Rewards.
  5. 3.5 Campaign Points join the Participant’s reward balance and can be redeemed as Cashback Vouchers or LuLu Happiness Points, as set out in Section 4.

4. Redeeming Points and Cashback Vouchers

  1. 4.1 Campaign Points and Standard Rewards sit in the same reward balance and can be redeemed in the same ways, in line with the LuLu Money Rewards Program terms.
  2. 4.2 Reward Points can only be redeemed in multiples of 240 points. Partial redemption is not allowed, and any remaining balance stays in the Participant’s account until the next multiple is reached.
  3. 4.3 Cashback Vouchers: 240 points can be redeemed for a KWD 2 voucher, and 480 points for a KWD 4 voucher. Once redeemed, the voucher appears in the App and can be applied at checkout on a future transfer. The amount the Participant pays reduces by the voucher value.
  4. 4.4 To apply a voucher, the transfer must be at least KWD 6, only one voucher can be used per transaction, and a maximum of 480 points can be redeemed per transaction.
  5. 4.5 Example: a New User who earns 540 points from a Qualifying Transaction can redeem 480 points for a KWD 4 voucher and keep the remaining 60 points. An Existing User who earns 420 points can redeem 240 points for a KWD 2 voucher and keep the remaining 180 points.
  6. 4.6 Alternatively, 240 points can be converted into LuLu Happiness Points worth KWD 2, redeemable for purchases at any LuLu Retail Store in Kuwait.
  7. 4.7 Reward Points, including Campaign Points, are valid for two years from the date they are earned. Expired points lapse automatically and cannot be reinstated, transferred, or redeemed.

5. Verification and Fraud Prevention

  1. 5.1 Cancelled, returned, refunded, or void remittance transactions do not qualify. If a transaction is reversed, charged back, or found to be structured, manipulated, or fraudulent, the related Campaign Points and Standard Rewards will be withdrawn or deducted, even if this is discovered after the points have been credited or used.
  2. 5.2 LuLu Exchange may request proof of authenticity, including transaction details, screenshots, or other supporting documents, to verify a Participant’s eligibility.
  3. 5.3 If any transaction or participation is found to be suspicious, fraudulent, manipulated, based on misleading information, or linked to duplicate accounts or platform abuse, LuLu Exchange reserves the right to disqualify the Participant and withdraw any related points.
  4. 5.4 LuLu Exchange will never ask customers for their personal bank details, one-time passwords (OTPs), or passwords in connection with this Campaign. All official communications relating to the Campaign will only be issued through verified LuLu Exchange and LuLu Money channels.
  5. 5.5 No additional fees are charged for participation in the Campaign other than the standard transaction charges applicable to remittance services.

6. Privacy

  1. 6.1 By participating in this Campaign, Participants acknowledge and agree that LuLu Exchange may process their personal data to the extent necessary to administer the Campaign, verify eligibility, credit points, comply with applicable legal and regulatory requirements, and prevent fraud, in accordance with applicable laws of the State of Kuwait and LuLu Exchange’s Privacy Notice.
  2. 6.2 Any specific details regarding a Participant’s financial transactions or remittance history will remain strictly confidential and will not be used, shared, or published for marketing purposes without the Participant’s separate and explicit consent.
  3. 6.3 LuLu Exchange may disclose personal data where required by law or by a competent regulatory or government authority.

7. Liability and Technical Failures

  1. 7.1 LuLu Exchange shall not be responsible for transactions or point credits that are not successfully completed due to technical malfunctions, hardware or software failures, network interruptions, or third-party system failures beyond LuLu Exchange’s reasonable control. This does not exclude or limit LuLu Exchange’s liability arising from its own error, negligence, fraud, or wilful misconduct, or any liability that cannot lawfully be excluded.
  2. 7.2 LuLu Exchange shall not be liable for any delay or failure to perform its obligations under these Terms and Conditions arising from a Force Majeure Event. Where a Force Majeure Event materially affects LuLu Exchange’s ability to run the Campaign, LuLu Exchange may suspend, extend, or cancel the Campaign, in whole or in part, subject to applicable regulatory requirements.
  3. 7.3 Nothing in these Terms and Conditions excludes or limits any liability or obligation of LuLu Exchange that cannot be excluded or limited under applicable laws of the State of Kuwait.

8. Queries and Complaints

  1. 8.1 In case of any queries or disputes relating to the Campaign, customers may raise a complaint through official channels via customer.care@kw.luluexchange.com or call +965 97279025.
  2. 8.2 LuLu Exchange will endeavour to resolve complaints within the timelines prescribed by the Central Bank of Kuwait (CBK), where applicable. If a complaint remains unresolved, or the Participant is dissatisfied with LuLu Exchange’s response, the Participant may escalate the complaint in line with the CBK’s applicable requirements.
  3. 8.3 LuLu Exchange’s determination on all matters relating to the administration of this Campaign is final, subject to applicable laws, regulatory requirements, and the Participant’s right to make a complaint or seek legal remedies.

9. General Terms

  1. 9.1 Standard remittance fees, exchange rates, and applicable taxes apply. Customers should make remittance transactions only for genuine financial needs and should not make unnecessary transactions solely to earn additional Campaign Points.
  2. 9.2 This Campaign is subject to any required approvals, permits, licences, or authorisations under the laws and regulations of the State of Kuwait.
  3. 9.3 LuLu Exchange may modify, postpone, or cancel the Campaign where reasonably necessary due to regulatory requirements, operational circumstances, fraud, technical issues, force majeure, or other circumstances beyond its reasonable control, subject to applicable law and any required regulatory approval. Any material change will be communicated promptly through official channels.
  4. 9.4 Failure to comply with any of these Terms and Conditions may result in the immediate disqualification of the Participant.
  5. 9.5 Participants must ensure that all contact details provided to LuLu Exchange are accurate and kept up to date.
  6. 9.6 These Terms and Conditions are governed by the laws of the State of Kuwait. Any dispute arising out of or in connection with them may be brought before the competent court in the State of Kuwait. Nothing in these Terms and Conditions restricts any mandatory rights or remedies available to Participants under applicable Kuwaiti law.
  7. 9.7 LuLu Money is a digital platform of LuLu Exchange, licensed and regulated by the Central Bank of Kuwait (CBK). This Campaign relates to regulated remittance services and does not amend or replace the standard terms and conditions applicable to the underlying remittance transaction or the LuLu Money Rewards Program.
  8. 9.8 If any provision of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions continue in full force and effect.
  9. 9.9 These Terms and Conditions are issued in both Arabic and English. In the event of any inconsistency between the two versions, the English version shall prevail.

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