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FAQ

Membership

Q1

  1. How can I become a member of “KORURU” ?

    It is free to join. Simply download the “    KORURU” App and register as a member with a valid mobile number.

  2. Why do I need to provide my full name and mobile number?

    Your full name and/or phone number will be used as identity verification in case of change of membership details or rewards redemption.Moreover, “KORURU”membership must be registered to a unique mobile number, therefore a mobile number is required for registration.
     

  3. Why I need to provide my birth month?

    There might be birthday offer during your birth month.
     

  4. Can I create one “KORURU” membership account and share with my family members?

    “KORURU” membership must be registered to a unique mobile number. Multiple mobile numbers cannot be registered under a single account. An account with “KORURU”cannot have subsidiary account system.
     

  5. Can I join “KORURU” if I don’t have a smart phone? Will “KORURU” issue a physical card?

    Members of “KORURU” can earn points and redeem rewards via the “KORURU” App, which requires a smart phone or smart device. No physical card will be issued for “KORURU” as a stand-alone branded membership card.However, the other merchants’ memberships who we work with might provide physical card for registration.
     

  6.  Why did I not receive the SMS verification code during registration?

    The SMS verification code can only be sent to a correct and valid mobile number from Hong Kong (+852) and China (+86).You can request that the SMS verification code be re-sent. The code will be valid for one minute. If you are having trouble receiving the verification code, email to info@koruru.com.hk for further assistance.
     

  7. How can I update my personal information?

    Some of the personal information, can be updated directly via “KORURU” app. Others important details to be used as identification such as English name, phone number, or birth month etc, members would need to email to info@koruru.com.hk for assistance, and we might ask for certification documents to support the matter.
     

  8. What should I do if I change my mobile number?

    Mobile number cannot be changed after registration. If members have changed their mobile number, members could email to info@koruru.com.hk and inform us the change request, we might ask for certification documents to support the matter.  Members could also register a new account with their new phone number, but previous member points will be not migrate to the new account.
     

  9. What should I do if I forget my password?

    If you forget your password, you may request to re-set password via the mobile app. Password will then be re-set after verification.
     

  10. Why can’t I receive the re-set password?

    Make sure you are using the same mobile phone number that you registered. If you still cannot re-set password, please email to info@koruru.com.hk for further assistance.
     

  11. Can I cancel my membership?

    You can cancel your membership anytime.  Should you wish to cancel your membership, kindly email to info@koruru.com.hk and request the termination for your membership.  We shall proceed your request within 10 working days.   
     

  12. What happened to my remaining points balance after the termination of my membership?

    We highly recommend you to spend all remaining points before you terminated your membership. Once the membership is terminated, all remaining points in the account will be automatically forfeited.
     

  13. What is the relationship between “KORURU” membership and partner merchant?

    “KORURU” is the loyalty or promotional service provider of our partner merchants. “KORURU” members will be able to receive and enjoy certain benefits and from our partner merchants.  
     

  14. Why should I bind the partner merchant membership with “KORURU” membership?

    Members who have successfully bound their memberships on to the “KORURU” App, they do not need to bring multiple membership cards for consumption or download multiple mobile apps to use. They can simply use the “KORURU” app in a unified way, which is convenient for the shoppers. Moreover, members might be able to exchange member points for partner merchants’ membership points in the near future; or use “KORURU” member points to redeem rewards from partner merchants.
     

  15. Why do I need to input my members’ information when I bind the partner merchant membership cards to KORURU?

    During the migration of membership, we need to re-ensure that the information you filled in is complete and correct.
     

  16. If I have registered partner merchant membership with different mobile numbers, can I still bind card with my “KORURU” membership account?

    Yes. Simply input the registered phone number and your partner merchant membership number as verficiation, you will be able to bind in the partner merchant membership.

Membership Points

Q2

  1. How do I earn Membership Points?

    Members can convert Points through Octopus Eat+ credit cards (every 5,000 credit card points can be converted to 120     “KORURU” member points).  If partner merchants have their own membership scheme, after binding the partner merchant's membership card onto the “KORURU” mobile app, member can earn partner merchant member points while shopping at partner merchants’ stores. points during shopping. Simply show your in-app member QR code to the cashier for scanning when you checkout the purchase, the points you earn for that transaction will be recorded in the partner merchant’s member account as soon as the transaction is completed. 

    The list of designated merchants will be updated from time to time without prior notice. For details, please refer to the in-app merchant page.
     

  2. Why can’t I earn Membership Points through the App?

    If you have found out there are missing earned points from your account, please ask the store keeper.  Or if you use an electronic payment service, you could send the receipt to info@koruru.com.hk and we will follow up your case within 10 working days.
     

  3. How can I check my bonus point balance?

    You can check your Membership Point balance via the “    KORURU” Mobile App.
     

  4. Are there any transactions unacceptable for earning Membership Points?

    Receipts from the following merchants or transactions will not be accepted for the purpose of earning Membership Points: Travel agencies and cross-border buses; property agencies; fitness and beauty centers; elderly homes; educational centre; medical and dental/clinic services; carwash, car care services or the purchase of parking cards; kiosks, exhibition venues and temporary exhibition booths / Pop Up Stores (this merchant list may change from time to time without prior notice. For details, please see the merchant page) ; tenants in office buildings; hotels; banking services; insurance premiums; money exchange shops; tuition, membership or any other monthly fees; the purchase or topping-up of an Octopus, or value-added or payment services; mail, fax, email or phone orders, or online shopping; telecommunication fees or the purchase of calling cards; the purchase of tickets, such as mall event or concert tickets; trade-in transactions or product redemptions; the purchase and use of cash coupons, gift cards, or gift certificates, including SHKP Mall Gift Certificates and e-Gift Certificates; membership cards, bonus point cards, discount cards or value-added cards, food coupons including, but not limited to, bakery, mooncake, rice dumpling and Chinese preserved sausage vouchers; the purchase of gold grains, bars or deposits for gold saving club, payments settled by cash; payments with a handwritten, reprinted or photocopied receipt or payment slip; cancelled or returned transactions; or other non-eligible transactions.
     

  5. When will the Membership Points expire?

    The Membership Points will be expired on 31 December of next year.Members can make use of the mobile app to check the expiry date of their Points. All the expired Points will be automatically forfeited and the Membership points will be reset on January 1 of each year.

Rewards Redemption

Q3

  1. How can I redeem rewards?

    When you obtain particular Membership Points, you can redeem rewards via the “KORURU” app. Points will be deducted instantly upon successful redemption. You can find your redeemed rewards under the Rewards section. You must collect / use the redeemed rewards at the designated locations or participating merchants within the designated period.Redemption service will be available in Q2, 2021.

  2. Can I get my Membership Points back if I change my mind after the rewards redemption is confirmed through the mobile app?

    Upon successful reward redemption through the “KORURU” App, the corresponding Membership points will be deducted instantly from your account. All redemptions are non-exchangeable for cash and/or other gifts, and are non-returnable.No refund of Membership points will be made under any circumstances.

  3. Can I transfer my Membership Points to others?
    We do not support point transfer function at the moment. We will continuously add more functions to the app. Please stay tuned for the updates.

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