Terms & Conditions - Rewards Points and Loyalty Programmes

 

  1. Definitions
    1. “Active Service Account” means an account for StarHub services which has not been suspended or terminated.
    2. "Document ID” means the  identification documentation and number issued by the Government of Singapore being the NRIC in the case of Singaporeans and Permanent Residents and work (or other relevant) passes in the case of non-Singaporeans.
    3. “Participating Merchant” means a merchant recognized by StarHub as one who is participating in the StarHub Rewards and Loyalty Programme.
    4. “Reward Points” means the points issued by StarHub under the StarHub Rewards and Loyalty Programme subject to these terms and conditions.
    5. “StarHub Shop” means the shops operated by StarHub as listed at www.starhub.com/personal/support/locate-us/starhub-shops.html.
    6. “Working Day” means any day in a week other than Saturday, Sunday and gazette public holidays in Singapore.
  2. Eligibility
    1. All StarHub residential customers with an Active Service Account for are eligible to participate in the StarHub Rewards and Loyalty Programme.
    2. Individuals who have signed up under a corporate scheme but have registered with StarHub under an individual Document ID are eligible to participate in the StarHub Rewards and Loyalty Programme.
    3. The following are not eligible to participate in the StarHub Rewards and Loyalty Programme:-
      1. Business customers with a Business Registration Number; and 
      2. StarHub Customers who procure prepaid mobile services.  
    4. For each eligible StarHub customer, a StarHub Rewards account will be automatically created and a Hub ID will be required to access such an account and for the redemption of the Rewards Points.
  3. Issuance of StarHub Rewards Points
    1. One StarHub Reward Point will be issued for each Singapore dollar paid for StarHub services and products by each eligible StarHub customer, unless otherwise notified by StarHub.  For the avoidance of doubt, no Reward Points will be issued in respect of any payment that is due and outstanding.
    2. No StarHub Reward Points will be issued for the following payments made to or through StarHub:
      1. mobile prepaid cards services and top-ups;
      2. deposits;
      3. third party hardware or equipment;
      4. third party services (e.g 1900 services);
      5. good and services tax;
      6. by way of redemption of StarHub Reward Points under the StarHub Rewards and Loyalty Programme; and
      7. in conjunction with the procurement of StarHub services.
    3. Points issuance under StarHub & Agoda.com Programme:
      1. StarHub Rewards Points award is applicable to all StarHub Customers.
      2. StarHub Rewards Points is issued only when you enter your NRIC/FIN number on the exclusive StarHub-Agoda checkout page at www.starhub.com/agoda.
      3. Issuance of StarHub Rewards Points is applicable to hotel room charges only (excluding local taxes, service fees and additional charges), rounded down to the nearest whole number.
      4. StarHub Rewards Points will be credited into member's account upon departure of the hotel stay by the 20th of the following month.
    4. Points issuance under StarHub & ShopBack Programme:
      1. StarHub Rewards Points award is applicable to all StarHub Customers.
      2. StarHub Rewards Points is issued only when you enter your NRIC/FIN number on the exclusive StarHub-ShopBack website at www.starhub.com/shopback.
      3. Issuance of StarHub Rewards Points is rounded down to the nearest whole number.
      4. StarHub Rewards Points will be credited into member's account by the 20th of the following month once Points status reflects “Redeemable” in your ShopBack account.
    5. Points issuance under StarHub & HL Assurance Programme:
      1. StarHub Rewards Points award is applicable to all StarHub Customers.
      2. StarHub Rewards Points is issued only when you enter your NRIC/FIN number on the exclusive StarHub-HL Assurance website at www.starhub.com/hlas.
      3. Issuance of StarHub Rewards Points is rounded down to the nearest whole number.
      4. StarHub Rewards Points will be credited into member's account upon departure of the holiday by the 20th of the following month.
    6. Points issuance under StarHub & comGateway Programme:
      1. StarHub Rewards Points award is applicable to all StarHub Customers.
      2. StarHub Rewards Points is issued only when you enter your NRIC/FIN number on the exclusive StarHub-comGateway website at www.starhub.com/comgateway.
      3. Issuance of StarHub Rewards Points is rounded down to the nearest whole number.
      4. StarHub Rewards Points will be credited into member's account by the 20th after shipment day of the following month.
    7. StarHub shall have the sole discretion to change, add or remove the criteria for the issuance of Reward Points at any time.
    8. StarHub Reward Points are not refundable or exchangeable for cash or credit.
    9. StarHub Rewards Points are personal to a Customer and are not transferable, except as gifts or otherwise provided under these Terms and Conditions.
    10. The StarHub Reward Points for all StarHub services will be consolidated based on the Customer’s Document ID number.
    11. StarHub reserves the right not to issue any Rewards Points if it deems that the Customer is not eligible, or if it deems that the relevant conditions for issue of Rewards Points are not met.
    12. StarHub shall be the sole determinant as to the number of Reward Points to be issued, and the eligibility criteria of any Customer. In the event that Reward Points have been issued in excess of Customer’s entitlement for any reason, StarHub reserves the right to cancel, withdraw or put on credit the excess Rewards Points.
  4. Redemption of Reward Points
    1. StarHub Rewards Points may be used to redeem such products and services as set out in the StarHub Rewards catalogue, subject always to availability of such products and services.
    2. StarHub reserves the right to determine at its sole discretion the products and services available for redemption at any point in time, and shall not be obliged to replenish or replace any redemption product or service.
    3. StarHub reserves the right to determine the number of Rewards Points required for the redemption of each redemption product and service.
    4. Customer must have an Active Service Account with no outstanding payments at the point of redemption.  
    5. Customer must submit a request for redemption using the channels made available by StarHub from time to time, namely via:
      1. online submission at www.starhub.com;
      2. the self-help selection process available at the StarHub 1633 hotline; and/or
      3. using the myStarHub mobile application.
        NOTE :
        An extra charge (which may imposed by way of cash or Reward Points) will be imposed on Customer if Customer makes a redemption request to StarHub’s customer service agents in attendance at the StarHub customer service centres or at the StarHub 1633 hotline.
    6. Once a redemption request is submitted, it cannot be cancelled, modified or withdrawn.
    7. Each redemption request will take at least ten (10) Working Days to process.
    8. Any redemption for products and services will take effect or will be made available only in the next billing cycle.
    9. The redemption of StarHub Reward Points will take place by way of redemption vouchers issued by StarHub. StarHub may issue redemption vouchers by way of printed vouchers, emails, unique codes or such other forms a may be determined by StarHub from time to time.
    10. All redemption vouchers will be delivered to the Customer’s billing address specified in Customer’s Service Account at the time of issue. Customer is responsible for ensuring that the correct and updated billing addresses are provided to StarHub for the receipt of redemption vouchers at the time of submitting the redemption request.  StarHub shall not be liable to re-issue any redemption vouchers which have been sent to an address that is not correct or updated, or which have been lost, or deleted (including deletion for spam email).
    11. The redemption vouchers will be valid only for the period stipulated thereon and the validity period will not be extended or renewed.  Any unutilized redemption or part thereof will be forfeited at the stipulated expiry date.
    12. For redemption, Customer must present the redemption voucher to the Participating Merchant, together with Customer’s Document ID.  For e-vouchers, Customer must print a copy to present to the Participating Merchant.
    13. All redemption vouchers are subject to the terms and conditions set out thereon and such other terms and conditions as may be imposed by the Participating Merchant.
    14. Any redemption voucher that has been damaged, defaced or expired will not be accepted.
    15. If the total bill for the purchase of products or services at the Participating Merchant exceeds the value of the redemption voucher, Customer shall settle any and all outstanding amounts directly with the Participating Merchant and StarHub shall have no liability for the outstanding amount.
    16. Redemption vouchers will be valid only for products and services stated thereon are not applicable for other products, services discounts and promotions, unless otherwise stated.
    17. All redeemed products, whether utilized or not, may not be refunded or exchanged for other products in the StarHub Rewards catalogue, StarHub Rewards Monthly Points, cash, credit or in kind.
    18. An administration fee of S$20 or such other amounts as determined by StarHub will be imposed if a Customer redeems in excess of the number of Reward Points that they have been awarded.
    19. StarHub is not responsible or liable for the quality of the redemption products or services.  Redemption of any product or service constitutes a purchase of the product or service by the Customer from the participating merchant.  StarHub is not responsible for any specification, non-performance or defects of the redeemed product or service.  StarHub is not an agent of the participating merchant.  Any dispute regarding the redemption product or service shall be resolved directly with the participating merchant.  
  5. Redemption of Reward Points for Charity
    1. Redemption of Reward Points may be made for the benefit of such participating Charities as specified by StarHub from time to time.
    2. StarHub shall determine in its sole discretion the number of Reward Points required for each dollar of donation.
    3. Upon Customer’s redemption of the Reward Points, StarHub will make the stated donation to the specified Charity.
    4. The receiving Charity will be responsible to issue the tax invoice to the Customer.  StarHub is not an agent of the Charity and shall not be responsible or liable to the Customer for any loss, damage, claim, fine or penalty suffered by the Customer in the event of a failure by the Charity to issue the relevant tax invoice or for any errors or discrepancies made in the tax invoice with regard to the amount of cash received by the Charity.
    5. StarHub is not an agent of the Charity and any dispute or discrepancy arising from the donation shall be settled between the Customer and the Charity.  However, in the event of a dispute regarding the amount donated, StarHub’s records shall prevail.
    6. When you redeem a tax-deductible  item, you authorise StarHub to submit your name, NRIC number, mailing address and email address to the relevant authorities and organizations to facilitate auto-inclusion of the tax deductible. 
  6. Redemption of Reward Points for StarHub Services
    1. All StarHub Services provided hereunder are subject to the Service Specific Terms & Conditions.
      1. StarHub Bill Rebates
        1. Customer may request for StarHub Reward Points to be used as credits for bills incurred by Customer for such StarHub services and products as specified by StarHub (“Bill Rebates”).
        2. At the time of redemption, Customer must select the relevant billing accounts for the Bill Rebates to be used.
        3. Bill Rebates may only be used for billing accounts registered under Customer’s Document ID.
        4. Only one redemption for a Bill Reabte can be made for each bill for each active billing account per calendar month.
        5. The Bill Rebates will take effect only in the next billing cycle for applicable StarHub services. Customer remains liable to pay all charges which are due prior to the redemption taking effect and any amounts not covered by the Bill Rebates.
        6. Bill Rebates are not transferrable, refundable nor exchangeable for cash or credit.
        7. Bill Rebates are not subject to prevailing GST rate.
      2. StarHub Digital Services
        1. Customer may request for the StarHub Reward Points to redeem such StarHub Digital Services listed in the StarHub Rewards Catalogue.
        2. Upon successful redemption, Customer will receive an e-voucher carrying a unique code which will allow Customer to redeem online, the selected StarHub Digital Service.
      3. Information Technology (“IT”) Products
        1. Customer may request for the StarHub Reward Points to redeem such IT Products listed in the StarHub Rewards Catalogue, while stocks last.
        2. The redemption does not include installation services which will be provided and charged separately, upon the request of Customer.  The installation services may be provided by the supplier of the IT Product, and not StarHub.
        3. The redemption constitutes a purchase of the IT Product by the Customer from the supplier or Participating Merchant.  StarHub will not be responsible for any specification, non performance or defects in the redeemed IT Product.
      4. StarHub Prepaid SIM Card
        1. Customer may request for the use of his StarHub Rewards Points to redeem a new StarHub Prepaid Sim Card.
        2. The redemption vouchers for a new StarHub Prepaid SIM Cards must be presented at StarHub Shops only. Redemption will not be permitted at the outlets of StarHub’s partners or distributors.
        3. The StarHub Prepaid SIM card which will be issued under this redemption will be issued to:-
          1. the Customer, in accordance with the Customer’s personal identification id; or
          2. any person nominated by Customer.
        4. Prepaid Mobile Registration Guideliness are applicable. For further details please refer to FAQ.
      5. StarHub Shop Vouchers
        1. Customer may request for the StarHub Rewards Points to redeem StarHub Shop vouchers of such denominations made available by StarHub.
        2. The StarHub Shop voucher will be valid for such period and subject to such terms and conditions stipulated by StarHub.
        3. At StarHub Shops, multiple StarHub Shop Vouchers may be combined for a single purchase. The StarHub Shop Vouchers may be used to redeem mobile accessories, third party hardware, handsets and procure new StarHub Prepaid Cards, while stocks last. No minimum spend will be required to use the StarHub Shop Voucher.
  7. Redemption of Reward Points for Lucky Draw
    1. Reward Points may be redeemed for a lucky draw chance in such stipulated lucky draws organized by StarHub that are included in the StarHub Rewards and Loyalty Programme.
    2. If Customer terminates all of its StarHub services, all lucky draw chances will be immediately forfeited.
    3. Each lucky draw will be subject to its own applicable terms and conditions as may be stipulated by StarHub from time to time.
  8. Redemption of Reward Points for Gifts
    1. Customer may request for StarHub Reward Points to be transferred to another person (“transferee”) as a gift (“Gift Points”) provided that the transferee is an eligible Customer under the StarHub Rewards and Loyalty Programme.
    2. The Gift Points will expire on such date as stipulated by StarHub, and there will be no extension or renewal of unutilized Gift Points.
    3. Customer must provide the correct and updated Document ID and mobile number of the transferee and Customer shall ensure that it has the transferee’s consent to the disclosure, collection, use and retention by StarHub of such information.  Gift Points will not be re-issued if erroneous information has been provided.
    4. Gift Points cannot be used for further gifting to other transferees.
  9. Redemption of Reward Points for other Reward Programmes
    1. StarHub Reward Points may be used to redeem points in other participating reward programmes as specified by StarHub from time to time.
    2. StarHub shall determine in its sole discretion the number of Reward Points required for the conversion of each StarHub Reward Point for each point in such other stipulated programme.
    3. Upon conversion, all terms and conditions of the stipulated reward programmes will apply.
    4. Customer accepts and acknowledges that in order for Customer to redeem points in other participating reward programmes, the disclosure of Customer’s personal information (including Customer’s name, Document ID number, billing and mailing address and any other information personal to the Customer which is necessary for Customer’s participation in such other participating reward programmes) will be required.  Customer consents to such disclosure and hereby authorizes StarHub to make such disclosures to the organizers of the participating reward programmes.
    5. StarHub is not an agent for or an organizer of such other reward programmes and shall not be responsible for or liable to Customer thereunder.  Any dispute relating to the reward programmes shall be resolved between the Customer and such organizer. However, in the event of a dispute regarding the number of reward points to which Customer is entitled, StarHub’s records as to the number of Reward Points utilised shall prevail.
  10. Termination and expiry of Reward Points
    1. All Reward Points will expire automatically on 31st January and 31st July of each year regardless of the date of issue and any unutilized Rewards Points will be forfeited.
    2. In the event that all Services under a Customer’s Document ID are terminated for any reason, all Reward Points will be automatically forfeited, without refund or compensation.
    3. In the event that the StarHub Rewards and Loyalty Programme is terminated by StarHub, all unutilized Rewards Points will be forfeited automatically.
  11. General Provisions
    1. In the event of any dispute with regards to any matter pertaining to the StarHub Rewards and Loyalty Programme, all decisions made by StarHub shall be final and conclusive.
    2. StarHub reserves the right to amend these Terms and Conditions at any time.
    3. StarHub may terminate the StarHub Rewards and Loyalty Programme or vary it in such manner as it deems fit at any time.
    4. In the event of ambiguity on the interpretation or application of these terms and conditions, StarHub shall be the sole determinant on the meaning and application of these terms and conditions.
    5. StarHub's General Consumers Terms & Conditions shall apply and this Rewards and Loyalty Programme shall be deemed as a Service provided by StarHub thereunder.
    6. These Terms & Conditions shall be governed by and construed in accordance with the laws of the Republic of Singapore.