Fhresh Points Policy

1. Earning Points

1.1 Earn rate

• Customers earn 10 Fhresh Points per £1 spent.
• Points are calculated on the net service value, excluding VAT and excluding tips/gratuities.
• Example: a £60 service (net of VAT) earns 600 points. A £10 tip on top earns zero points.

1.2 Eligibility

• Points are awarded only on completed and paid services.
• Points are credited within 24 hours of payment completion.
• Deposits earn points only once the full service is completed and paid in full.

1.3 Exclusions

• Cancelled bookings.
• Refunded services (see 1.4 for partial refunds).
• Free or complimentary services.
• Internal staff bookings, including staff using their personal account at their own salon.
• Product purchases unless explicitly marked as point-eligible at checkout.
• Tips, gratuities, and gift card top-ups.

1.4 Refunds, chargebacks and no-shows

• Full refund: all points awarded for that transaction are reversed.
• Partial refund: points are reversed proportionally to the refunded amount.
• Chargebacks: all points from the disputed transaction are reversed immediately and the account flagged for review.
• No-show fees: no points are awarded on no-show charges.

1.5 Earning when redeeming

• No points are earned on any portion of a bill paid using Fhresh Points.
• Example: £100 bill, customer redeems £20 in points. Points are earned on £0 of that transaction.

2. Redeeming Points

2.1 Redemption value

• 1,000 Fhresh Points = £5 redemption value.
• Points may only be redeemed against services. Points cannot be exchanged for cash, transferred, or used to purchase gift cards.

2.2 Thresholds and caps

• Minimum redemption: 500 points (£2.50) per transaction.
• Maximum redemption: 30% of the total bill, per visit.
• Redemptions are applied in increments of 500 points.

2.3 Restrictions

• Points cannot be transferred between accounts.
• Points have no cash value and are not legal tender. They cannot be sold, traded, or assigned to a third party.
• Points cannot be used to pay for tips, deposits, or no-show fees.

3. Expiry

• Points expire after 12 months of account inactivity.
• Activity is defined as any paid booking, completed service, or successful referral.
• Customers will be notified by email or in-app message 30 days before any points are due to expire.
• Expired points are permanently removed and cannot be reinstated.
• Account closure: any unused points are forfeited on account deletion (including GDPR erasure requests).

4. Account Rules

• One account per customer. Verification by email and/or phone number is required.
• Points are non-transferable between users under any circumstances.
• Duplicate, fake, or fraudulent accounts will be suspended and all associated points removed.
• Customers are responsible for keeping their account details accurate and secure.

5. Referrals

5.1 Referral reward

• Both the referrer and the new customer receive 500 Fhresh Points.
• Reward is awarded only after the new customer completes and pays for their first eligible service.

5.2 Attribution window

• The new customer must complete their first paid service within 90 days of accepting the referral.
• Referrals not redeemed within 90 days expire automatically.

5.3 Limits and abuse

• Maximum 10 successful referrals per referrer per rolling 12-month period.
• Self-referrals are prohibited. Detected self-referrals result in points removal and account review.
• Referrals between members of the same household are permitted but subject to the 10-per-year cap.

6. Promotions and Multipliers

• Bonus point events (e.g. double points days) may be run from time to time.
• Maximum multiplier: 3× base earn rate on any single promotion.
• Promotions cannot be stacked unless explicitly stated in the promotion terms.
• Fhresh reserves the right to start, end, amend, or withdraw any promotion at any time.
• Bonus points from promotions are subject to the same expiry rules as standard points (Section 3).

7. Discounts and Other Offers

• Fhresh Points cannot be combined with other discount codes, vouchers, or promotional offers unless explicitly permitted.
• Only one reward type may be applied per transaction: either points or a promo code, not both.
• Where a customer holds multiple eligible offers, the higher-value offer should be applied by the customer's choice.

8. System Integrity

• All point transactions are recorded digitally and auditable.
• Manual point adjustments must be logged with: reason code, adjustment amount, authorising staff member, and timestamp.
• Manual adjustments above 1,000 points require approval from a manager or above.
• Suspicious activity (including unusual earn/redeem patterns) may result in account review, point removal, or suspension.

9. Fair Use Policy

• Fhresh Points are intended for personal use by the account holder only.
• Abuse of the programme — including but not limited to gaming, fake bookings, coordinated fraud, exploitation of bugs, or manipulation of promotions — will result in:
  • removal of all points earned through the abusive activity,
  • account suspension or permanent closure,
  • reporting to relevant authorities where fraud is suspected.
• Fhresh's determination of abuse is final.

10. Programme Scope

• Fhresh Points are valid across all participating Fhresh locations and partners listed on the platform.
• Points earned at one location may be redeemed at any other participating location, subject to availability.
• Non-participating partners may be added or removed at any time without prior notice.

11. Privacy and Data

• Customers can view their current points balance and transaction history in their Fhresh account at any time.
• Programme data is processed in line with the Fhresh Privacy Policy and applicable UK data protection law.
• On account closure or GDPR erasure request, all points are forfeited and the loyalty record is anonymised in line with retention requirements.

12. Programme Ownership and Changes

• The Fhresh Points programme is operated by Fhresh and may be amended, suspended, or withdrawn at any time.
• Material changes (earn rate, redemption value, expiry rules) will be communicated to customers at least 30 days in advance.
• If the programme is discontinued, customers will be given a minimum of 60 days from the announcement date to redeem any remaining eligible points.
• Non-material changes (wording, clarifications, operational fixes) may be made without notice.
• Continued use of a Fhresh account after a change to these rules constitutes acceptance of the updated rules.