House VIP Rewards Loyalty Terms and Conditions

Last updated: 19/12/2024

1) About the House VIP Loyalty Program

a) The House VIP Loyalty Program (Program) is operated by Global Retail Brands Australia Pty Ltd (ACN 006 348 205) (House, we or us).

b) Customers participating in the Program can obtain rewards by making purchases at participating House stores and online at www.house.com.au (House Website).

c) Rewards can only be redeemed at participating House stores and on the House Website and subject to these House VIP Loyalty Program Terms and Conditions (Loyalty Program Terms).

2) Applications and Membership

a) Applications to participate in the Program (Application) may be made online or in a House store. By making an Application, the applicant (you) agrees to be bound by these Loyalty Program Terms. House reserves the discretion to accept or reject any Application.

b) On sign up you will be notified by House if your Application has been accepted. Following sign up, you will be able to participate in the Program as a House VIP member (VIP Member). Your use of your House VIP membership account (VIP Membership Account) will at all times be subject to these Loyalty Program Terms.

c) Applications may be made by a natural person only (ie only individuals are eligible to be VIP Members). Corporations, partnerships and other entities may not apply.

d) Customers must only sign up as a VIP Member once. Duplicate VIP Membership Accounts may be cancelled without the customer being notified. Cancellation of a VIP Membership Account includes termination of the VIP Membership Account and all rewards and benefits associated with the VIP Membership account.

e) Your VIP Membership Account is not transferable.

f) Employees of House, including those at head office and in-store, as well as employees of its related entities are not eligible to apply.

g) Your VIP Membership Account is valid until you or we terminate these Loyalty Program Terms. You will be issued with a unique identification number (VIP Membership Number). Alternatively, when it is available, you may opt to receive a VIP Membership digital card that can be stored in your mobile digital wallet (Digital Card).

3) Transactions and Reward Points

a) Each time you purchase goods or services at a House store you must present your VIP Membership Number or Digital Card or provide one or more of the following to a staff member: full name, email address or mobile number. Store staff will record the transaction and value points (Reward Points) will be added to your VIP Membership Account for each purchase at the rates published from time to time by House on the House Website. Your points balance will be printed on the bottom of your register receipt for in-store purchases You may view your points balance through your House Website online account. However please note that it may take up to 24 hours after the relevant purchase for Reward Points to be added or longer than usual if orders are placed online or in store that requires shipment from our warehouse. In those circumstances, the Rewards Points will be added only after the order has been successfully shipped. This additional processing time ensures that all transactions are verified and completed before Rewards Points are awarded.

b) For the Rewards Points to appear in your House Website online account, you must ensure that:

i) your House Website online account is registered with the same email address that you used to join the Program or create your VIP Membership account; and

ii) you are opted into the Program within your online account.

c) Failure to present your VIP Membership Number or Digital Card or otherwise advise a staff member at the time of purchase in-store in accordance with paragraph 3(a) may result in points not being added to your VIP Membership Account. House takes no responsibility for ensuring that Rewards Points are added. If Reward Points are not added during the transaction you must contact House Customer Service on 1300 136 936 or by visiting this Portal within 30 days of the transaction to receive your Reward Points. A register receipt or proof of purchase will be required in order to allocate these Reward points.

d) When completing a purchase online, Reward Points will only be added to your VIP Membership account if you have used the same email address or mobile number that is attached to your VIP Membership Account. Any changes to your email address will need to be completed in a House store or by contacting House Customer Service on 1300 136 936 or by visiting this Portal.

e) Under no circumstances will points be added to a VIP Membership Account for purchases made prior to you signing up as a VIP Member.

f) Rewards Points will only be added to your VIP Membership Account for your personal shopping. Reward Points cannot be earned for commercial or business purchases, which include transactions made for resale, business use, or other purposes relating to conducting business activities. This includes bulk purchases, purchases made on behalf of a company, or any other transactions that are not for personal use.

g) The reward rate of Reward Points is one reward point for every $1 spent in a House store (Reward Rate). When 500 Reward Points are earned in a 12-month period, a value of $20.00 will be added to your VIP Membership Account (Reward).  Upon conversion, the corresponding Rewards Points will be deducted from your Rewards Points balance. The Reward Rate may be varied by House at any time in accordance with paragraph 3(f) of these Loyalty Program Terms.

h) Rewards may only be used the day after the date of issue and may be used as payment (redeemed) for subsequent purchases of goods on the House Website and at participating House stores. Such purchases may be paid for in part or in whole by redeeming Rewards. The following conditions apply:

i) Where the cost of the purchase exceeds the Reward(s), you will be required to make up the difference with another payment method.

ii) No change will be given for purchases to a value of less than the amount of the Reward.

iii) Only two Rewards can be redeemed in a single transaction as payment for goods.

iv) A Reward cannot be redeemed or used for the payment of goods purchased by way of lay by at a House store.

v) In relation to House Gift Cards:

(1) Reward Points will not be earned when purchasing a House Gift Card(s).

(2) Rewards cannot be redeemed to purchase a House Gift Card(s).

(3) Reward Points will be earned when using a House Gift Card to purchase goods in a House store or online.

i) A Reward is valid for 90 days from the date of issue (Validity Period). If the Reward is not redeemed within the Validity Period, then:

i)  the Reward will expire at the end of the Validity Period and may not be redeemed to purchase goods at any House store; and

ii) the Reward Points originally earned for redeeming the Reward will be forfeited.

j) House may also from time to time offer special promotions to VIP Members. Any special promotions will be at the discretion of and on terms notified by House on the House Website.

k) House Returns Policy applies to goods and services purchased by Redemption (in whole or in part). The House Returns Policy may be inspected at any House store or on the House Website. If you:

i) return goods purchased in store for change of mind for an exchange in accordance with the House Returns Policy, any Reward Points earned for the original transaction will be retained. However, if you are issued an in-store credit when returning goods purchased in store for change of mind in accordance with House Returns Policy, then any Reward Points for the original transaction will be deducted from your Reward Points balance;

ii) return goods purchased online for change of mind for a refund or an exchange in accordance with the House Returns Policy, any Reward Points earned for the original transaction will be retained; and/or

iii) return goods purchased in store or online which are accepted to have a major failure or a minor failure in accordance with the House Returns Policy and the Australian Consumer Law, and you request to receive a refund, House will issue a refund in the original payment tender. The refund will include the value of any Reward used as tender for all or part of the transaction. Any Reward Points earned for the original transaction will be deducted from your Reward Points balance.

l) Reward Points have no monetary value (notwithstanding that they may from time to time be denominated in dollars and cents) are not redeemable for cash and cannot be used for the payment of credit or accounts. Reward Points cannot be transferred.

m) Any Reward Points will expire or may be cancelled by House after 12 months from the date they were added to your VIP Membership Account if they are not converted to a Reward in accordance with paragraph with paragraph 3(g) within that consecutive 12-month period. For example, if you earn 400 Reward Points in May 2024 but fail to earn a minimum of 100 Reward Points during the next 12-month period (necessary for conversion into a Reward) then in May 2025 your 400 Reward Points will expire and you will have no Reward Points on your VIP Membership Account.

n) In case you unintentionally create more than one VIP Membership Account, you may, subject to paragraph 2(d), request to merge duplicate accounts into a single primary VIP Membership Account, provided you can substantiate ownership of each account. Upon successful verification:

i) All Reward Points, Rewards, and transaction history associated with the duplicate VIP Membership Account being merged will be transferred to the receiving primary VIP Membership Account.

ii) The duplicate VIP Membership Account will be permanently deleted upon completion of the transfer.

iii) Reward Points earned from the initial sign-up on the duplicate VIP Membership Account will not be transferred and will be forfeited.

Notwithstanding anything to the contrary, the merging of multiple accounts is subject to House’s discretion and verification procedures.

4) Assistance

a) You can check your Reward Points balance at any time by logging in to the House Website or by calling House Customer Service on 1300 136 936. You will need to use the email address attached to your VIP Membership account to view Reward Points online and ensure you are opted into the Program.

b) Visit your local House store or call House Customer Service on 1300 136 936 if you have any reason to believe that an error has occurred in relation to your VIP Membership Account.

5) Communications

a) All personal information collected by us in connection with the Program will be handled in accordance with our Privacy Collection Statement and Privacy Policy.

b) We may use your contact details to contact you about the Program including in relation to:

i) Rewards and points updates including Rewards Points balance, redemption opportunities and special promotions related to the Program.

ii) Other administrative updates including account status updates, changes to the Loyalty Program terms, confirmation of redemptions, Rewards or Reward Points nearing expiry, and other important notices.

c) Where you consent to receive marketing materials, we may also use your contact details to send you marketing communications including communications about our products, services and special offers and those tailored to your preferences based on your Program participation and purchase history.

d) You can opt out of marketing communications at any time by updating your preferences in your House Website online account or by following the unsubscribe instructions provided in emails relating to the Program. You may also unsubscribe by contacting Customer Support. However, please note that opting out of these communications may impact your ability to participate fully in the Program.

6) Variations to and withdrawal by House of the Program

a) House may at any time vary these Loyalty Program Terms or the Program (Variations).

b) The terms of any Variations will be published on the House Website and in selected marketing materials. Variations will take effect from the date that they are published on the House Website (Variation Date).

c) If you do not agree to a Variation, you must notify us in writing within 14 days of the Variation Date. We will be entitled to treat such notification as notification of termination of your participation in the Program, effective on the date we receive your notice. However, by purchasing a product and acknowledging use of your VIP Membership Account to earn Reward Points on or after the Variation Date, you will be taken to have agreed to any such Variation, unless you have notified us that you do not agree to the Variation in accordance with this paragraph 6(c).

d) You may at any time, terminate your participation in the Program by advising a staff member in any House store, opting out of the Program through your online account, contacting House Customer Service on 1300 136 936,  visiting this Portal  or emailing customerservice@house.com.au. Such a termination will take effect immediately.

e) Without limiting the scope of paragraph 6(d), House reserves the right to withdraw or terminate the Program at any time by giving no less than 7 days' notice.

f) In the event of withdrawal or termination of the Program by House under paragraph 6(e), or your notification to us that you no longer wish to participate in the Program under paragraphs 6(c) or 6(d), or termination by House in accordance with 6(g):

i) Reward Points or Rewards added to your VIP Membership Account before the effective date of termination under paragraphs 6(c), 6(d), 6(c) or 6(g) (Termination Date) will be automatically cancelled and unable to be redeemed at any House store; and

ii) you will not be able to earn additional Reward Points on or after the Variation Date or the Termination Date, as applicable.

g) House may at any time terminate this agreement or terminate or suspend the operation of your VIP Membership Account without notice to you if:

i) you are in breach of any of these Loyalty Program Terms; or

ii) you engage in any dishonest, illegal or fraudulent conduct.

7) Liability of House

a) To the extent permitted by law:

i) House excludes all liability to you arising out of or in connection with your participation in the Program or your use of your VIP Membership Account;

ii) any implied warranties, including any warranties implied under statute, are excluded;

iii) House limits its liability to you, in respect of any claim, however it arises, whether in breach of contract, in tort (including negligence) or under statute, to the monetary value of the Reward Points accumulated on your VIP Membership Account at the time you make a claim against House; and

iv) House excludes all liability to you for any consequential or indirect loss or damage, or for any loss of income, revenue or goodwill, however it arises.

b) House does not warrant or represent that at any particular time a particular House Store will be a participating store. To the extent permitted by law, House excludes all liability to you in the event that a House store does not accept your VIP Membership Account for use.

c) House is not a debtor nor a depositor and specifically disclaims any relationship with you as debtor or depositor.