Programme Terms

1. Membership

• Membership is free, personal, and open to adults aged 18 and over.
• One membership per person, identified by a verified mobile number.
• Membership, the membership code, and Loyalla Points are non-transferable. Points cannot be gifted, pooled, sold, or moved to another member.
• You are responsible for keeping access to your device and membership code secure.

2. Earning: the choice on every eligible bill

On every eligible transaction you are offered a choice, and the choice is always yours — it is never confirmed automatically:

• Save now — 8% off the eligible amount of the current bill; or
• Earn more — 12% of the eligible amount back in Loyalla Points for a future visit, plus the status uplift that applies when the transaction begins.
• Status rates are Member 12%, Silver 13% from 5,000 lifetime earned points, Gold 14% from 10,000, Carbon 15% from 20,000, and Platinum 16% from 100,000.
• 100 Loyalla Points = AED 1 of reward value. On an eligible amount of AED 1,000, that is AED 80 off today, or 12,000 points worth AED 120 — AED 40 more.
• Points are earned only on the eligible amount paid with real money. Amounts settled with points earn nothing.
• Points cannot be redeemed on the same transaction in which they are earned.
• Earned points may show as pending until the transaction is verified (see section 7).

3. Points expiry

• Loyalla Points expire 45 days after the day they are earned.
• The oldest points in your wallet are always redeemed first (first in, first out).
• The app reminds you 7 days, 3 days and 1 day before points expire. Expired points are removed and cannot be reinstated.

4. Redemption

• Points may cover up to 50% of the eligible amount of a bill. The remainder is paid by you in the usual way.
• To redeem, present your membership code in the app to venue staff and confirm the redemption on your device.
• Points have no cash value, cannot be withdrawn, exchanged or converted to cash, and are not refundable in cash under any circumstances.

5. Eligible amounts and exclusions

By default, standard food, non-alcoholic beverages, standard shisha, selected SanosFit services and selected merchandise are eligible. The following are excluded from earning and from redemption coverage:

• VAT and other taxes
• Tips and gratuities
• Service charges
• Alcoholic beverages
• Gift card purchases
• Deposits and prepayments
• Event tickets
• Items or bills already subject to another promotion or discount
• Annual gym membership fees at SanosFit

6. Refunds and reversals

If a purchase is refunded, the points earned on it are reversed through a corresponding ledger entry. If those points have already been redeemed or have expired, the reversal may be applied against your current or future points balance. Where a bill partly paid with points is refunded, the venue refunds the money you paid, and the points you used are handled according to the venue's refund decision.

7. Verification, fraud and manager review

The programme is receipt-based. Transactions are verified before points are finally credited, and unusual activity — including high values, delayed submissions, or repeated patterns — may be held for manager review. We may withhold, correct or reverse points arising from error, misuse or fraud, and may suspend or close memberships used in bad faith. Decisions on flagged transactions are made by venue management and are final, subject to section 10.

8. Founding member recognition

• Loyalla launches with three founding tiers: Founding Member, Preferred Founding Member and VIP Founding Member.
• Each tier carries a welcome bonus of Loyalla Points. A founding bonus is issued only after you have downloaded the app and verified your mobile number.
• One founding bonus per member. Founding bonuses are otherwise subject to these terms, including expiry.

9. Changes to the programme

We may change earning rates, expiry periods, redemption limits, eligibility rules or these terms. Changes apply prospectively: points already in your wallet keep the rules under which they were earned, except where a change is required by law. We will announce material changes in the app before they take effect, and may suspend or end the programme with reasonable notice.

10. General

You may leave the programme at any time by deleting your account in the app; remaining points are forfeited. These terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai, and the courts of Dubai have jurisdiction. If any provision is found invalid, the remainder stays in force. For questions about these terms: support@loyalla.ae.