Pitchcare's Loyalty Club Terms and Conditions

Loyalty & Rewards Programme Terms

1. Overview

Our Loyalty & Rewards Programme ("Pitchcare’s Loyalty Club") is operated by Pitchcare and administered using the Yotpo Loyalty platform. By enrolling in or participating in the Programme, you agree to these Loyalty Terms in addition to our general Terms & Conditions and Privacy Policy.

Pitchcare is a trading name of Agrovista UK Limited, a company registered in England and Wales (Company No. 3525529) whose registered office is Rutherford House, Nottingham Science and Technology Park, University Boulevard, Nottingham, NG7 2PZ. These Loyalty Terms should be read alongside our Shop Terms & Conditions of Sale and Privacy Policy, which also apply where relevant. Participation in the Programme requires us to process your personal information in accordance with our Privacy Policy.

We reserve the right to amend, suspend, or terminate the Programme at any time, with or without notice, where reasonably necessary to protect our business or comply with applicable law. These Loyalty Terms are governed by the laws of England and Wales. However, if you live in Scotland or Northern Ireland, you will also benefit from any mandatory provisions of the law of your country of residence. Nothing in these Loyalty Terms affects your statutory rights.

We are not responsible for delays or failures beyond our reasonable control, including internet outages, software failures, cyber incidents, or third-party platform interruptions.

2. Eligibility

Participation is available to individuals who:

  • Have created a registered customer account on our website.
  • Are aged 18 years or over, or have permission from a parent or legal guardian where permitted by law.
  • Provide accurate and complete account information.

Each customer may maintain only one loyalty account. Duplicate, shared, or fraudulent accounts may be merged, suspended, or closed at our discretion. Product purchased through the loyalty programme are for the member’s personal use as the end user, and not for resale. If there is credible evidence of commercial resale or misuse of the programme, we reserve the right to remove the member account. Participation in the Programme does not create any contractual right to receive future rewards, promotions or Programme benefits. Rewards are promotional in nature and may change in accordance with these Terms.

3. Earning Points

Points may be earned through qualifying activities as displayed on our website, including but not limited to:

  • Purchases of eligible products.
  • Creating an account.
  • Product reviews and photo or video reviews.
  • Following our social media accounts.
  • Signing up for our e-communications
  • Promotional campaigns.
  • Other activities we may introduce from time to time.

Points will only be awarded for completed, paid, qualifying orders.

The following do not normally qualify for points unless expressly stated otherwise:

  • Shipping charges.
  • Taxes or VAT.
  • Gift card purchases.
  • Cancelled or refunded orders.
  • Fraudulent or unauthorised transactions.

Points are generally added after an eligible order has been fulfilled. Whilst we aim to award points promptly, processing times may vary depending on order status, payment verification or technical processing.

We may correct any obvious error relating to points, rewards, vouchers or account balances arising from technical faults, pricing errors, administrative mistakes or system failures.

4. Redeeming Points

Points may be redeemed only through the redemption options available on our website.

Points:

  • Have no cash value.
  • Cannot be used in conjunction with any other offer.
  • Cannot be exchanged for cash.
  • Cannot be transferred to another customer.
  • Cannot be sold or traded.
  • Whilst stocks last when redeeming for physical product
  • May only be redeemed while your account remains active and in good standing.
  • Unless otherwise stated, only one loyalty reward may be redeemed per qualifying order.
  • Reward vouchers cannot be applied retrospectively to completed purchases.
  • Rewards may only be redeemed where sufficient [points are available
  • Unless expressly stated, reward vouchers cannot be combined with other loyalty rewards or promotional vouchers
  • If technical or administrative errors result in incorrect rewards or redemption values being displayed, we reserve the right to correct the error and amend or cancel the affected rewards where reasonably necessary

If there is any conflict between these Loyalty Terms and specific promotional offer, the terms of the promotional offer will apply to the offer only.  Any decision to make under these terms will be carried out reasonably and in accordance with applicable UK consumer law.

5. Returns, Refunds and Points Adjustments

Where an order is refunded, cancelled, partially refunded or returned, we reserve the right to remove the points earned from that purchase.

If points from a refunded order have already been redeemed, your points balance may become negative. Future points earned may first be applied towards clearing any negative balance.

Rewards used on refunded purchases may not be reinstated where misuse or abuse of the Programme is suspected. If a purchase was made without being logged in, points cannot be awarded retrospectively.

6. Referral and Reviews Programme

Where referral rewards are offered:

  • Referrals must be genuine new customers; who have not previously placed an order with Pitchcare using any account, email address, or payment.
  • Self-referrals are prohibited.
  • Creating multiple accounts to obtain referral rewards is prohibited.
  • Referral rewards will only be issued once the qualifying purchase has been completed and any applicable return period has expired.
  • Reviews, photographs or other user-generated content submitted solely to obtain rewards, or which breach our Website Terms of Use, may be removed and any associated rewards withheld or reversed.

We reserve the right to withhold referral rewards where fraudulent, suspicious or abusive activity is identified.

7. Expiry of Points

Unless otherwise specified during promotional campaigns, loyalty points expire after 12 months of account inactivity. Account inactivity means no qualifying points earning activity, qualifying purchase or redemption activity for a continuous period of 12 months.

We may amend the expiry period upon providing reasonable notice via our website or email.

8. Promotional Rewards

From time to time we may offer bonus point events or limited-time promotions.

Unless expressly stated:

  • Promotions cannot be combined.
  • Promotions may be withdrawn or amended without notice where reasonably necessary.
  • Promotional points may carry different expiry dates.
  • Identity verification cannot reasonably

9. Account Suspension and Fraud

We reserve the right to suspend, cancel or terminate any loyalty account, remove points or cancel rewards where we reasonably believe that:

  • fraudulent activity has occurred;
  • the Programme has been abused;
  • multiple accounts have been created to gain additional rewards;
  • false information has been provided;
  • purchases have been manipulated solely to obtain rewards;
  • these Terms have otherwise been breached.
  • identity verification cannot reasonably be completed where requested for fraud prevention purposes.

We may delay issuing rewards while we investigate suspected misuse, fraud, or unusual account activity. Our decision regarding fraudulent or abusive activity shall be final, acting reasonably and in accordance with applicable consumer law.

10. Changes to the Programme

We may change:

  • how points are earned;
  • redemption values;
  • reward tiers;
  • eligible products;
  • qualifying activities;
  • Programme benefits;
  • these Loyalty Terms.

Where changes materially affect members, we will provide reasonable notice where practicable.

11. Limitation of Liability

To the fullest extent permitted by law:

  • points remain promotional rewards and do not constitute property;
  • we do not guarantee uninterrupted operation of the Programme;
  • we are not responsible for technical failures affecting the Yotpo platform or third-party services beyond our reasonable control.

Nothing in these Terms limits or excludes any rights that cannot legally be excluded under applicable consumer protection legislation.

12. Termination

If the Programme is discontinued:

  • closing your account will end your participation in the Programme and any unused points or unredeemed rewards will normally be forfeited unless applicable law requires otherwise.
  • rewards not redeemed before the termination date may become invalid;
  • reasonable notice will be provided where practicable unless immediate termination is required for legal, security or fraud-prevention reasons
  • Loyalty accounts are personal to the registered member and cannot be transferred. If a member dies, any unused points or rewards will normally expire unless applicable law requires otherwise.

13. Contact

If you have any questions about the Programme or wish to close your Loyalty Club account, please contact our Customer Support team using the contact details published on the Pitchcare website.