Loyalty Program T&Cs

1.1 Membership.

The Program provides Members with the ability to earn and redeem points (“Points”) on eligible purchases. Membership is personal, and a Member account is intended for use by the individual Member only.

1.2 Channels.

The Program applies to participating Poh Heng boutiques and approved online channels. Prices, discounts and promotions may differ by channel; promotions run separately on each platform. 

1.3 Tiers and Privileges.

Benefits may vary by tier and may include discounts and/or birthday benefits, subject to eligibility conditions and exclusions.

2.1 Enrolment & Verification.

We may require a valid mobile number and/or email address for account creation and verification (including for Points redemption).

2.2 One Account Per Individual.

Each individual member may register only one account. Duplicate or misused accounts may be suspended or merged at our discretion.

2.3 Accurate Information.

Members must ensure their account details are accurate and up to date. We may refuse, suspend or terminate membership where information is false, misleading or incomplete.

3.1 No Cash Value / Not Legal Tender.

Points have no cash value, are not legal tender, and are not exchangeable for cash or credit. 

3.2 No Property Right.

Points do not confer any property right and do not constitute a bank deposit, stored value, or e-money.

3.3 Non-Transferable.

Points and Program benefits are non-transferable and may not be sold, assigned, or pledged, unless we expressly permit otherwise in writing.

4.1 Earn Rate.

Points are awarded based on Eligible Spend as published / announced by Poh Heng from time to time.

4.2 Eligible Spend.

“Eligible Spend” means the net amount paid for qualifying products after applying any applicable discounts, vouchers, refunds, and taxes (where applicable), and excluding items in Clause 4.3.

4.3 Exclusions.

Points are not earned on excluded items/services as communicated by Poh Heng from time to time, which may include (without limitation) gift vouchers, customized jewellery, repair/service charges, and licensed
brands. 

4.4 Posting of Points.

Points are credited only after successful payment and completion of the transaction. We may delay posting for verification, fraud checks, returns windows, or system processing.

4.5 Errors.

If Points are credited in error, we may correct the balance (including reversing Points) without liability.

5.1 Redemption Rate.

Points may be redeemed to offset the purchase price of eligible products and services at the rate published by Poh Heng (e.g., $1 off for every 400 Points), subject to these Terms. 

5.2 Redemption Must Be in Full (if applicable).

Where indicated by Poh Heng, Points must be redeemed in full; partial redemptions may not be permitted.

5.3 Redemption Exclusions.

Redemption may not be available for excluded items/services (including those in Clause 4.3), and may be restricted by channel. 

5.4 Verification at Redemption.

We may require identity and/or account verification (e.g., OTP to mobile/email) prior to redemption, and may refuse redemption where verification fails.

5.5 No Cash-Out / No Change.

Points cannot be exchanged for cash. If a redemption value exceeds the eligible purchase value, any unused redemption value will be treated as forfeited.

5.6 Abuse and Refusal.

We may refuse redemption where we reasonably suspect fraud, misuse, policy breaches, or non-compliance with these Terms.

6.1 Reversal of Earned Points.

If a transaction that earned Points is returned, exchanged, cancelled or refunded (in full or in part), the Points awarded for that transaction will be reversed/deducted accordingly.

6.2 Transactions Using Points.

If Points were redeemed on a transaction that is subsequently returned/exchanged/refunded, we will adjust the Member’s account and/or refund amount accordingly.

6.3 Fraudulent Redemptions.

Where Points or benefits have been wrongfully or fraudulently redeemed, we may void Points, reverse benefits and require repayment of the value, without prejudice to other remedies..

7.1 Validity/Expiry Model.

Points validity will be as published or announced by Poh Heng from time to time.

7.2 Expiry Processing.

Expired Points are automatically forfeited and cannot be reinstated except at our sole discretion.

7.3 Account Closure.

If the membership is terminated or the account is deleted, all unredeemed Points and benefits are forfeited.

8.1 Suspension/Termination by Poh Heng.

We may suspend or terminate a membership and/or void Points where we reasonably believe that the Member:(a) breached these Terms; (b) engaged in fraud, misuse, resale or commercial exploitation of benefits; (c) created multiple accounts; (d) attempted to manipulate Points accrual/redemption; or (e) provided false information.

8.2 Member Responsibility.

Members are responsible for safeguarding access to their accounts (including OTP codes and login credentials). Notify us promptly of suspected unauthorised use.

8.3 Investigation.

We may require supporting documentation (e.g., proof of identity or purchase) for investigations and may take appropriate action, including referral to authorities where warranted.

9.1 Right to Change.

We may amend these Terms, Program rules, earn/redemption rates, tier benefits, exclusions, or participating channels at any time. Continued participation in the Program after such amendments shall constitute acceptance of the revised Terms.

9.2 Notice.

We will provide notice via our website, participating outlets, email and/or SMS as appropriate.

9.3 Termination.

If we terminate the Program, we may specify a redemption deadline after which remaining Points are forfeited.

10.1 Collection & Use.

We collect, use and disclose personal data to administer the Program, process transactions, verify identity, prevent fraud, deliver benefits, and conduct analytics and communications, in accordance with our Privacy Notice and the Personal Data Protection Act 2012 (“PDPA”).

10.2 Service Providers.

We may share data with third-party service providers (e.g., loyalty platform, payment, messaging) strictly for Program operation and under contractual safeguards.

10.3 Marketing Preferences.

Members may opt out of marketing communications, but operational messages relating to their membership (e.g., verification, policy updates) may still be sent where necessary.

11.1 Program Provided “As Is”.

The Program and all related benefits, Points, features and services are provided on an “as is” and “as available” basis. Poh Heng does not warrant that the Program will be uninterrupted, error-free, secure, or free from delays.

11.2 System and Technical Issues.

Poh Heng shall not be liable for any loss of Points, inability to redeem Points, or delay in accrual or redemption arising from system maintenance, outages, technical failures, network disruptions, third-party service provider issues, or circumstances beyond our reasonable control.

11.3 No Liability for Indirect or Consequential Loss.

To the fullest extent permitted under the laws of Singapore, Poh Heng shall not be liable for any indirect, incidental, special, exemplary, punitive or consequential loss or damage (including loss of profits, loss of opportunity, or loss of goodwill) arising out of or in connection with the Program or these Terms, whether in contract, tort (including negligence), statute or otherwise.

11.4 Cap on Liability.

Subject to Clause 11.6, Poh Heng’s total aggregate liability to a Member for any claim arising out of or in connection with the Programme shall not exceed the monetary value of the Points held in the Member’s account at the time of the relevant event giving rise to the claim.

11.5 Member Responsibility.

Members are responsible for safeguarding their account details, verification codes, login credentials and contact information. Poh Heng shall not be liable for any unauthorised accrual or redemption of Points resulting from the Member’s failure to protect such information, except where such loss arises directly from Poh Heng’s proven negligence or wilful misconduct.

11.6 Non-Excludable Liability.

Nothing in these Terms shall exclude or limit any liability which cannot be excluded or limited under applicable law in Singapore, including liability for death or personal injury resulting from negligence, or for fraud.

12.1 Governing Law.

These Terms and any dispute or claim arising out of or in connection with the Program are governed by the laws of Singapore.

12.2 Good-Faith Resolution.

Before commencing proceedings, Members agree to contact our Customer Service team to attempt to resolve the issue in good faith.

12.3 Jurisdiction.

Subject to Clause 12.2, Members submit to the exclusive jurisdiction of the Singapore courts for all disputes arising out of or in connection with these Terms.

13.1 Final Interpretation.

To the fullest extent permitted by applicable law, Poh Heng’s decision and interpretation of these Terms (including Program rules, eligibility, Points accrual, redemption, exclusions, adjustments, suspension, termination, and any disputes relating to the Program) shall be final and binding on Members, provided that such interpretation is exercised reasonably and in good faith.

13.2 Discretion.

Poh Heng may, in its sole and absolute discretion, determine whether a Member has complied with these
Terms, and may take any action permitted under these Terms (including refusing accrual/redemption, reversing Points, suspending or terminating an account, and/or voiding benefits) where Poh Heng reasonably suspects fraud, misuse, abuse, error, or breach.

13.3 Reservation of Rights / Recovery.

Poh Heng reserves the right to reverse or recover the value of any Points, discounts, rewards or benefits that were (a) credited, issued or redeemed in error, (b) obtained through fraud, misuse or breach of these Terms, or (c) linked to a transaction that is later cancelled, reversed, returned, efunded or found to be invalid.

13.4 No Waiver.

Any failure or delay by Poh Heng to enforce any right or provision under these Terms shall not operate as a waiver of such right or provision.

For Program enquiries, account updates, or disputes.

Please email to : customer.service@pohheng.com.sg

Address: 76 Lor 19 Geylang, PH Building, Singapore 388512