(A) Membership Status

Q1: What are the different status of LOUDER membership?

A1: LOUDER membership consists of two status: "Influencer" & "Champion".

Be a Hong Kong brands’ INFLUENCER to show your active participation in supporting local brands. The benefits of this status include:

i) Birthday Reward of 5,000 Hz every year (See Q11 for more details)

ii) Spend every HK$1 to earn 4 Hz

iii) Redeem Cash Dollar with Hz

Be a Hong Kong brands’ CHAMPION to show your passion and dedication for the Hong Kong’s Creative Industry. In addition to enjoying the above benefits of the “Influencers”, a “Champion” is entitled to additional privileges, including:

iv) Redeem Gift with Hz

v) Exclusive offers and priority access to events

Q2: How to become a LOUDER member? Are there any fees?

A2: To become an “Influencer”, you can register for free at LOUDER’s e-shop or any one of the branches.

Your status will be automatically upgraded to "Champion" with an accumulated spending of HK$200 in a single purchase or multiple purchases in one year. No additional fees will be charged for the upgrade.

Q3: How long is the membership validity? Do I need to renew it every year?

A3: “Influencer” membership is lifelong, while “Champion” membership is valid for 12 months, subject to renewal every year.

Q4: Under what circumstances will a “Champion” be downgraded? How can I renew my “Champion” membership?

A4: The “Champion” status can be renewed by maintaining an accumulated purchase of at least HK$200 every 12 months. If the accumulated purchase is less than HK$200 when the 12-month “Champion” membership expires, the status will be automatically downgraded to "Influencer".

Q5: What exclusive offers do “Champion” enjoy?

A5: LOUDER will launch exclusive offers or early-bird access to events for “Champion” from time to time. Please stay tuned to our e-Newsletter!

(B) Accumulated Purchase in 12 Months

Q6: What is the “Accumulated purchase in 12 months” for?

A6: If you are an “Influencer”, once your “Accumulated purchase in 12 months” reaches at least HK$200, you will be automatically upgraded to the “Champion” status.

If you are already a “Champion”, you can renew the membership level by making an accumulated purchase of at least HK$200 in 12 months.

Q7: What will happen upon expiry of the “Accumulated purchase in 12 months” ?

A7: In the event that your “Accumulated purchase in 12 months” from the date of registration/ upgrade/ downgrade/ renewal (whichever is later) is less than HK$200 before its expiry, the accumulated amount will be reset to zero and you will begin a new 12-month cycle as an “Influencer”.

From the moment you are upgraded to the “Champion” status, your accumulated purchase amount will be instantly reset to zero and a new cycle for the “Accumulated purchase in 12 months” will begin from that date.

Q8: How can I check my balance/ expiry date of the “Accumulated purchase in 12 months”?

A8: You may check the balance of your “Accumulated purchase in 12 months”/ expiry date by logging into “My Account” at LOUDER’s e-Shop.

(C) Membership Points (Hz)

Q9: What is Hz?

A9: Hz (Hertz) is the unit of sound, as well as the unit of LOUDER membership points. This entails that LOUDER members support local brands, and the more you buy, the LOUDER you are!

Q10: What are my benefits for gaining Hz?

A10: All LOUDER members can redeem Cash Dollar with Hz to offset payment amount when making purchases at LOUDER’s branches or e-Shop. In addition, a “Champion” can redeem gifts with Hz at any one of LOUDER’s branches.

Q11: How to gain Hz?

A11: Members can gain Hz through three ways:

i) Earn 5,000 Hz upon first-time registration

ii) By providing your birthday information upon member registration, you will receive a Birthday Reward of 5,000Hz on the first day of your birthday month every year (Note 1)

iii) When shopping at LOUDER’s e-Shop or branches, for every HK$1 payment amount(Note 2) (net of any discount or voucher (Note 3)), you will gain 4Hz (Note 4).

(Note 1) If you register during your birthday month, the Birthday Reward will be automatically credited to your account on the next day. If you register on the last calendar day of your birthday month, the Birthday Reward will be credited to your account on the first day of your birthday month next year, i.e. you will not receive the Birthday reward in the same year of your registration.

(Note 2) Eligible payment amount includes purchase for products and registration fees for "Make It LOUDER" workshops. Any spendings at ChargeSPOT and Sofe Coffee Roastery in LOUDER are not eligible for earning Hz.

(Note 3) Payment amount offset by LOUDER Cash Dollar, LOUDER voucher and giftcard will not be eligible for earning Hz. However, payment amount offset by MTR Malls Coupons is eligible for earning Hz.

(Note 4) Hz will be credited to your account immediately after payment completion. If the purchase or workshop is canceled or refunded, the rewarded Hz will be removed from your account accordingly.

Q12: Will Hz expire? What will happen upon expiry?

A12: Members can accumulate and use Hz in a 12-month period starting from the date of registration/ upgrade/ downgrade/ renewal (whichever is later). After the 12-month validity period, the "Hz Balance" will be reset to zero, and a new 12-month cycle will begin.

Upon being upgraded to “Champion”, the validity period of any unused Hz balance will be extended by 12 months, instead of being reset to zero (which is different from the handling of “Accumulated purchase in 12 months”).

Example:

A customer registers as an "Influencer" on 21st November 2023 and makes a purchase of HK$180 at LOUDER, accumulating 5720 Hz (5000 Hz welcome points + 720 Hz spending rewards). This "Hz Balance" will expire after 12 months, i.e. on 20th November 2024.

If the same customer makes another purchase of HK$100 on 1st January 2024, his “Accumulated purchase every 12 months” reaches HK$200. He will be upgraded to "Champion" on the same day, and his “Accumulated purchase in 12 months” and “Hz Balance” are adjusted as follows:

· The “Accumulated purchase every 12 months” is automatically reset from HK$280 to HK$0 instantly, and a new 12-month cycle begins and will expire on 31st December 2024.

· The "Hz Balance" is increased to 6120 Hz (5720 Hz from previous balance + 400 Hz spending rewards), of which the validity is extended by 12 months and will expire on 31st December 2024 instantly.

Q13: How can I check my "Hz Balance"/ expiry date?

A13: You may check your "Hz Balance" by logging into “My Account” at LOUDER’s e-Shop.

Q14: Is Hz transferrable to other members?

A14: No.

(D) Rewards Redemption

Q15: What is the conversion rate of redeeming Cash Dollar with Hz? How to use Cash Dollar?

A15: Every HK$1 Cash Dollar can be redeemed with every 2000 Hz. Members can use Cash Dollar to offset payment amount when making a purchase at LOUDER’s e-Shop or branches.

Q16: What gifts can be redeemed with Hz? How to redeem gifts? (Gift Redemption is only available to “Champion”)

A16: LOUDER has selected a wide range of locally designed products from our merchants in creating the “Champion’s Gift List”. Through this gift reward scheme, we wish to introduce more local brands to our members. “Champion” can first check out the “Champion’s Gift List” poster, then visit any one of LOUDER’s branches to redeem gifts*.

*The “Champion’s Gift List” will be updated from time to time to provide members with more choices! The available gift choices are subject to changes without prior notice, while the “Champion’s Gift List” poster may not always reflect the latest updates. Please visit our branches to enquire about real-time gift availability.

*The images of gifts displayed on the “Champion’s Gift List” poster are for reference only. Actual gifts may vary and are subject to availability.

*The stock of gifts at each branch is limited and available on a first-come, first-served basis while stock lasts.

*LOUDER shall not be held responsible for the quality of gifts provided by the merchants.

Q17: Am I required to make a purchase when I redeem Cash Dollar or gift?

A17: To redeem and use Cash Dollar, members are required to make a purchase and use Cash Dollar (in whole numbers) in the same transaction.

To redeem gifts, members can visit one of our branches and use sufficient Hz to redeem available gifts without making any purchase of additional items.

Q18: Can I reserve the gifts in advance?

A18: Gift reservations are not available. The stock of gifts at each branch is limited and available on a first-come, first-served basis while stock lasts. The available gift choices are subject to changes without prior notice, while the “Champion’s Gift List” poster may not always reflect the latest updates. Please visit our branches to enquire about real-time gift availability.

Q19: If my "Hz Balance" is insufficient, can I pay the difference to redeem gifts?

A19: No. All gifts can only be redeemed with Hz.

Q20: How many gifts can be redeemed each time?

A20: There is no restriction. Each member can redeem more than one gift each time as long as his "Hz Balance" is sufficient.

Q21: What is the return and exchange policy for redeemed gifts?

A21: Once the gift redemption procedure is completed, LOUDER would not accept any return or exchange due to quality or any other reason. Please inspect the gifts in advance.

The above Terms and Conditions for LOUDER Loyalty Program was last updated on 1st August 2024. No advance notice will be given for any change.

In the event of any disputes, LOUDER reserves the right for final decision. If you have any questions, please email cs@louder.hk .