Customer Rewards Programme Terms & Conditions

Effective Date: 01/06/2026

Last Updated: 30/05/2026

Welcome to the Shop Go Natural Customer Rewards Programme

The Shop Go Natural Customer Rewards Programme (“Rewards Programme” or “Programme“) is designed to thank and reward our valued customers for shopping with us and engaging with our brand.

These Customer Rewards Programme Terms & Conditions (“Programme Terms“) govern your participation in the Shop Go Natural Rewards Programme.

By joining or participating in the Programme, you acknowledge that you have read, understood, and agree to be bound by these Programme Terms.

These Programme Terms should be read together with our:

• Privacy Policy
• Terms & Conditions
• Cookie Policy

If there is any conflict between these Programme Terms and our general Terms & Conditions, these Programme Terms shall apply specifically to the operation of the Rewards Programme.

Participation in the Programme is voluntary.

Table of Contents

1. Introduction
2. Definitions
3. Eligibility
4. Membership Registration
5. Membership Accounts
6. Programme Benefits
7. Earning Reward Points
8. Eligible Purchases
9. Non-Eligible Purchases
10. Reward Point Balance
11. General Programme Rules
12. Contact Us

1. Introduction

The Shop Go Natural Customer Rewards Programme is intended to reward loyal customers through points, exclusive offers, promotional rewards, birthday gifts, member-only benefits, and other incentives that may be introduced from time to time.

Participation in the Programme does not require a separate purchase beyond qualifying transactions and is subject to these Programme Terms.

Membership in the Programme does not create any ownership interest, contractual entitlement to future rewards, or guarantee that any particular reward, promotion, or benefit will continue to be offered.

Shop Go Natural reserves the right to modify, suspend, or discontinue the Programme in accordance with these Terms and applicable law.

2. Definitions

For the purposes of these Programme Terms:

“Rewards Programme” means the Shop Go Natural Customer Rewards Programme.

“Member” means an eligible customer who has successfully enrolled in the Programme.

“Reward Points” means points awarded to eligible members for qualifying activities in accordance with these Programme Terms.

“Qualifying Purchase” means an eligible purchase that earns Reward Points.

“Reward” means any benefit offered under the Programme, including points, discounts, coupons, birthday rewards, exclusive offers, gifts, or other incentives.

“Customer Account” means the registered online account used by a member on the Shop Go Natural website.

“Promotional Campaign” means any limited-time event or offer that provides additional rewards under conditions specified by Shop Go Natural.

3. Eligibility

Membership in the Rewards Programme is available to individuals who:

• Are at least 18 years of age, or have the consent of a parent or legal guardian where permitted by law.
• Have a valid customer account on the Shop Go Natural website.
• Provide accurate and complete registration information.
• Agree to these Programme Terms, our Privacy Policy, and our Terms & Conditions.
• Use the Programme for personal, lawful purposes.

Businesses may participate only where expressly permitted by Shop Go Natural.

Participation is currently intended for customers purchasing through our official sales channels.

Shop Go Natural reserves the right to refuse, suspend, or terminate membership where eligibility requirements are not met.

4. Membership Registration

Eligible customers may join the Rewards Programme by:

• Creating a customer account on our website.
• Registering through an approved sign-up form.
• Accepting these Programme Terms.
• Providing the required information.

Membership is free unless expressly stated otherwise.

Only one Rewards Programme account is permitted per individual unless Shop Go Natural authorises otherwise in writing.

Creating multiple accounts to obtain additional rewards, promotional benefits, referral bonuses, or discounts is strictly prohibited.

Where duplicate accounts are identified, Shop Go Natural may:

• Merge eligible accounts.
• Remove duplicate rewards.
• Cancel improperly earned points.
• Suspend or terminate membership.

5. Membership Accounts

Members are responsible for:

• Keeping their account information accurate and up to date.
• Maintaining the confidentiality of their login credentials.
• Promptly notifying Shop Go Natural of any suspected unauthorised access or misuse of their account.

Reward Points are personal to the registered member and may only be earned and redeemed through the associated customer account.

Unless otherwise authorised by Shop Go Natural:

• Membership accounts are non-transferable.
• Reward Points cannot be transferred to another person.
• Membership benefits cannot be sold, exchanged, or assigned.

Shop Go Natural may request reasonable verification before making changes to a membership account or processing certain reward-related requests.

6. Programme Benefits

Depending on your level of participation and current promotions, members may receive benefits including:

• Reward Points on qualifying purchases.
• Exclusive member discounts.
• Birthday rewards.
• Early access to selected product launches.
• Members-only promotions.
• Special seasonal campaigns.
• Exclusive educational content.
• Product recommendations.
• Invitations to selected promotions or events.
• Surprise rewards offered at our discretion.

Programme benefits may vary over time and are subject to availability.

Participation in the Programme does not guarantee eligibility for every promotion or reward.

7. Earning Reward Points

Members may earn Reward Points through qualifying activities determined by Shop Go Natural.

Examples may include:

• Purchasing eligible products.
• Participating in promotional campaigns.
• Creating a customer account.
• Subscribing to our newsletter (where offered).
• Completing selected customer engagement activities.
• Leaving verified product reviews where permitted.
• Referring eligible customers if a referral programme is introduced.

The number of points awarded for each activity will be determined by Shop Go Natural and may change from time to time.

Reward Points will normally be credited after the qualifying transaction has been successfully completed and verified.

Where payment is cancelled, reversed, refunded, or found to be fraudulent, associated Reward Points may be cancelled or deducted.

8. Eligible Purchases

Unless otherwise stated, Reward Points may generally be earned on purchases made through:

• The official Shop Go Natural website.
• Other authorised sales channels designated by Shop Go Natural.

Eligible purchases are subject to:

• Successful payment.
• Order acceptance.
• Compliance with these Programme Terms.
• Verification where required.

Certain promotional products or campaigns may provide bonus points.

9. Non-Eligible Purchases

Reward Points may not be earned on:

• Cancelled orders.
• Refunded purchases.
• Fraudulent transactions.
• Chargebacks.
• Gift cards (if offered).
• Delivery charges.
• Taxes where excluded.
• Purchases specifically identified as ineligible.
• Orders that violate these Programme Terms.

Shop Go Natural reserves the right to determine whether a purchase qualifies for Reward Points.

10. Reward Point Balance

Members may view their Reward Point balance by logging into their customer account, where this functionality is available.

Although we strive to ensure point balances are accurate, occasional technical or administrative errors may occur.

If you believe your balance is incorrect, please contact our Customer Support team within a reasonable time, providing relevant details so that we can investigate.

Shop Go Natural reserves the right to correct points that have been credited or deducted in error.

11. General Programme Rules

To maintain fairness and integrity, members agree that they will not:

• Create multiple accounts to obtain additional rewards.
• Attempt to manipulate the Programme or earn points fraudulently.
• Use automated tools, bots, or scripts to interact with the Programme.
• Sell, transfer, exchange, or trade Reward Points or Programme benefits.
• Provide false or misleading information.
• Engage in conduct that may damage the integrity of the Programme.

Failure to comply with these Programme Terms may result in:

• Removal of improperly earned points.
• Suspension of membership.
• Cancellation of rewards.
• Permanent removal from the Programme.
• Additional action where required by law.

13. Redeeming Reward Points

Reward Points may be redeemed for eligible rewards made available by Shop Go Natural from time to time.

Depending on the Programme, Reward Points may be redeemed for:

• Discounts on eligible purchases.
• Discount vouchers or coupon codes.
• Free products.
• Exclusive member offers.
• Free shipping promotions.
• Limited-time promotional rewards.
• Other rewards determined by Shop Go Natural.

Reward Points may only be redeemed through approved redemption methods available on our website.

Minimum Redemption Requirements

Certain rewards may require a minimum number of Reward Points before redemption.

The minimum redemption threshold, where applicable, will be displayed within your customer account or communicated through our official channels.

Shop Go Natural reserves the right to modify redemption thresholds at any time with reasonable notice.

Redemption Restrictions

Unless expressly stated otherwise:

• Reward Points cannot be exchanged for cash.
• Reward Points have no monetary value.
• Reward Points cannot be sold.
• Reward Points cannot be transferred to another member.
• Reward Points cannot be pledged or assigned.
• Reward Points may only be used by the registered account holder.

Redemptions are subject to product availability and applicable promotional conditions.

14. Reward Point Expiry

To encourage active participation, Reward Points may expire if they are not redeemed within the validity period specified by Shop Go Natural.

Where expiry applies:

• The expiry date will be displayed within your customer account or communicated through our official channels.
• Expired Reward Points cannot normally be reinstated.
• Expired Reward Points have no cash value.

Shop Go Natural may, at its sole discretion, extend the validity of Reward Points during promotional campaigns or special events.

Account Inactivity

If a membership account remains inactive for an extended period, Reward Points may expire or the membership may be reviewed in accordance with these Programme Terms.

Where reasonably practicable, we may notify members before significant changes affecting their Reward Points.

15. Promotional Bonuses

From time to time, Shop Go Natural may offer bonus Reward Points or special promotions.

Examples include:

• Double Points Days.
• Triple Points Promotions.
• Product Launch Bonuses.
• Anniversary Promotions.
• Holiday Campaigns.
• Black Friday Promotions.
• Customer Appreciation Events.
• Surprise Member Rewards.

Each promotion may have its own eligibility criteria, duration, exclusions, and conditions.

Unless otherwise stated:

• Promotional bonuses cannot be combined with other offers.
• Bonus points are subject to verification.
• Promotions may be modified, suspended, or withdrawn in accordance with applicable law.

16. Referral Rewards

If Shop Go Natural introduces a referral programme, members may earn referral rewards by referring new eligible customers in accordance with the applicable referral rules.

A qualifying referral generally requires:

• A genuine new customer.
• A completed eligible purchase.
• Compliance with all referral conditions.

Referral rewards will not be granted where:

• Multiple accounts are created by the same individual.
• False or misleading information is used.
• Automated systems or bots are used.
• Fraudulent or abusive referral activity is detected.

Shop Go Natural reserves the right to verify referrals before awarding any rewards.

17. Birthday Rewards

From time to time, Shop Go Natural may offer birthday rewards to eligible members.

Eligibility may require:

• A valid date of birth recorded in your customer account.
• An active Rewards Programme membership.
• Compliance with these Programme Terms.

Birthday rewards:

• Are personal to the eligible member.
• May only be redeemed during the validity period specified.
• Cannot be exchanged for cash.
• Cannot be transferred to another person.

Shop Go Natural reserves the right to modify or discontinue birthday rewards at any time.

18. SMS, Email and WhatsApp Communications

By joining the Rewards Programme, you agree that Shop Go Natural may send communications relating to your membership.

These communications may include:

• Reward Point balances.
• Reward expiry reminders.
• Redemption confirmations.
• Exclusive member offers.
• Birthday rewards.
• Programme updates.
• Promotional campaigns.
• Product launches.
• Educational content.
• Customer surveys.

Communications may be sent via:

• Email.
• SMS.
• WhatsApp (where you have requested or consented to receive such communications).
• In-app or website notifications, where available.

Marketing communications will be sent in accordance with our Privacy Policy and applicable data protection laws.

You may opt out of promotional marketing communications at any time by:

• Clicking the unsubscribe link in our emails.
• Following the unsubscribe instructions in SMS messages.
• Replying STOP to SMS where supported.
• Contacting our Customer Support team.

Please note that opting out of marketing communications does not affect essential service messages relating to your Rewards Programme account, Reward Point balance, security, or redeemed rewards.

19. Programme Administration

Shop Go Natural administers the Rewards Programme and reserves the right to make reasonable decisions regarding:

• The awarding of Reward Points.
• Eligibility for rewards.
• Verification of qualifying purchases.
• Resolution of Programme disputes.
• Correction of administrative or technical errors.

Where an error results in Reward Points being awarded, deducted, or redeemed incorrectly, Shop Go Natural may adjust the relevant account after conducting a reasonable review.

Where appropriate, affected members will be notified of any material corrections.

20. Returns, Refunds and Reward Point Adjustments

Reward Points are awarded based on successful qualifying purchases. If an order is cancelled, returned, refunded, or otherwise reversed, Shop Go Natural reserves the right to adjust the corresponding Reward Points.

Where a qualifying purchase is:

• Cancelled before dispatch;
• Cancelled after payment;
• Fully refunded;
• Partially refunded;
• Successfully disputed through a chargeback; or
• Determined to be fraudulent,

the Reward Points associated with that purchase may be cancelled or deducted from your Rewards Programme account.

Redeemed Points on Returned Orders

If Reward Points earned from a purchase have already been redeemed before that purchase is refunded or cancelled, Shop Go Natural may:

• Deduct the equivalent Reward Points from your account;
• Reduce your future Reward Point balance;
• Cancel pending rewards associated with those points; or
• Recover the value of improperly redeemed rewards where permitted by law.

These adjustments help maintain fairness and integrity across the Programme.

Partial Refunds

Where only part of an order is refunded, Reward Points may be adjusted proportionately based on the value of the refunded items.

21. Fraud, Misuse and Abuse

The Shop Go Natural Rewards Programme is intended to reward genuine customer loyalty.

Members must not engage in any activity that compromises the integrity or fairness of the Programme.

Prohibited conduct includes, but is not limited to:

• Creating multiple customer accounts.
• Providing false or misleading information.
• Using another person’s account without permission.
• Selling or purchasing Reward Points.
• Transferring Reward Points without authorization.
• Using automated software, bots, scripts, or other technologies to manipulate the Programme.
• Exploiting software bugs or technical errors.
• Returning products solely to obtain rewards.
• Participating in fraudulent referrals.
• Circumventing promotional rules.
• Attempting to manipulate Reward Point balances.
• Engaging in payment fraud or chargeback abuse.
• Any unlawful or deceptive conduct.

Shop Go Natural reserves the right to investigate suspected abuse and may request reasonable information to verify transactions or account activity.

Consequences of Fraud

If we reasonably believe that fraudulent or abusive activity has occurred, we may, without prior notice where appropriate:

• Remove improperly earned Reward Points.
• Reverse redeemed rewards.
• Suspend membership.
• Permanently terminate membership.
• Cancel associated customer accounts where permitted by our Terms & Conditions.
• Refuse future participation in the Programme.
• Take legal action where appropriate.

These actions do not affect any additional rights or remedies available to Shop Go Natural under applicable law.

22. Suspension or Termination of Membership

Shop Go Natural reserves the right to suspend or terminate a member’s participation in the Rewards Programme where we reasonably believe that:

• These Programme Terms have been breached.
• Fraudulent activity has occurred.
• Programme benefits have been abused.
• False information has been provided.
• The member has engaged in unlawful conduct.
• Continued participation presents a security or business risk.
• Termination is required to comply with applicable law.

Where practical and appropriate, we may notify the member of the reason for the suspension or termination.

Termination of Programme membership does not affect completed purchases, outstanding legal obligations, or any rights accrued before termination, unless those rights were obtained fraudulently or contrary to these Programme Terms.

Voluntary Cancellation

You may leave the Rewards Programme at any time by contacting our Customer Support team.

Upon cancellation:

• Your membership will end.
• Any unused Reward Points may be forfeited unless otherwise required by law or stated in a specific promotion.
• You will no longer be eligible to earn or redeem Programme benefits.

Cancellation of your Rewards Programme membership does not automatically close your Shop Go Natural customer account.

23. Changes to the Rewards Programme

We may update, modify, suspend, or discontinue all or part of the Rewards Programme from time to time.

This may include changes to:

• How Reward Points are earned.
• Redemption values.
• Eligible purchases.
• Promotional campaigns.
• Membership requirements.
• Reward expiry periods.
• Programme benefits.
• These Programme Terms.

Where changes are material, we will provide reasonable notice through appropriate channels, such as:

• Our Website.
• Email.
• SMS.
• WhatsApp (where applicable).
• Customer account notifications.

Continued participation in the Programme after changes take effect constitutes acceptance of the updated Programme Terms, subject to any rights you may have under applicable law.

If the Programme is discontinued entirely, Shop Go Natural will make reasonable efforts to communicate the closure in advance and, where appropriate, provide a reasonable period for eligible members to redeem existing Reward Points, unless immediate closure is necessary due to legal, security, or fraud-related reasons.

24. Limitation of Liability

To the fullest extent permitted by applicable law, Shop Go Natural shall not be liable for:

• Loss of Reward Points resulting from your failure to use them before expiry.
• Technical interruptions affecting the Programme.
• Temporary website outages.
• Delays in updating Reward Point balances.
• Errors caused by circumstances beyond our reasonable control.
• Indirect, incidental, consequential, or special damages arising from participation in the Programme.

Nothing in these Programme Terms excludes or limits liability where such exclusion or limitation is prohibited by law, including your rights under the Consumer Protection Act, 2012, the Data Protection Act, 2019, or any other applicable laws of Kenya.

Our total liability relating to the Rewards Programme shall not exceed the value of the specific rewards or benefits directly affected by the claim, except where a greater remedy is required by law.

25. Privacy

Shop Go Natural is committed to protecting the privacy and personal information of all members participating in the Customer Rewards Programme.

Participation in the Programme requires us to collect and process certain personal information in order to administer your membership, award Reward Points, communicate Programme updates, and provide customer support.

The information we may process includes:

• Your name.
• Email address.
• Telephone number.
• Customer account information.
• Purchase history.
• Reward Point activity.
• Redemption history.
• Communication preferences.
• Birthday information (where voluntarily provided for birthday rewards).

Your personal information will be processed in accordance with:

• Our Privacy Policy.
• The Kenya Data Protection Act, 2019.
• The Data Protection (General) Regulations, 2021.
• Any other applicable data protection laws.

We do not sell your personal information to third parties.

Where trusted service providers assist us in administering the Rewards Programme (such as email, SMS, CRM, payment, or website service providers), they are required to process your information only for authorised purposes and to implement appropriate security measures.

For more information about how we collect, use, store, and protect your personal information, please refer to our Privacy Policy.

26. Governing Law

These Customer Rewards Programme Terms & Conditions shall be governed by and interpreted in accordance with the laws of the Republic of Kenya.

This includes, where applicable:

• The Consumer Protection Act, 2012.
• The Data Protection Act, 2019.
• The Competition Act.
• The Computer Misuse and Cybercrimes Act, 2018.
• Any other applicable legislation governing electronic commerce, consumer transactions, and promotional programmes.

Where participation in the Programme is subject to mandatory consumer protection laws in another jurisdiction, those laws may also apply to the extent required.

27. Dispute Resolution

Shop Go Natural values its relationship with its customers and aims to resolve concerns fairly, promptly, and efficiently.

If you have any questions, complaints, or disputes regarding the Rewards Programme, we encourage you to contact our Customer Support team first so that we can attempt to resolve the matter amicably.

If a dispute cannot be resolved through direct communication, either party may pursue any remedies available under applicable law, including referring the matter to a competent court or another legally recognised dispute resolution mechanism in Kenya.

Nothing in these Programme Terms limits your statutory rights or your right to seek relief from a competent authority or court where permitted by law.

28. Severability

If any provision of these Customer Rewards Programme Terms & Conditions is found by a court or competent authority to be invalid, unlawful, or unenforceable, that provision shall be interpreted or modified only to the extent necessary to make it enforceable.

The remaining provisions shall continue in full force and effect.

29. No Waiver

Any failure or delay by Shop Go Natural to enforce any provision of these Programme Terms shall not constitute a waiver of that provision or any other right.

Any waiver shall be effective only if made expressly in writing and shall apply only to the specific circumstance for which it is given.

30. Entire Agreement

These Customer Rewards Programme Terms & Conditions, together with our:

• Privacy Policy;
• Terms & Conditions;
• Cookie Policy; and
• Any specific promotional terms applicable to the Rewards Programme,

constitute the entire agreement between Shop Go Natural and Programme members regarding participation in the Customer Rewards Programme.

If there is any inconsistency between these Programme Terms and a promotion’s specific terms, the promotion’s specific terms will prevail only for that promotion and only to the extent of the inconsistency.

31. Contact Us

If you have any questions about the Shop Go Natural Customer Rewards Programme or these Terms & Conditions, please contact us:

Shop Go Natural

Website: https://www.shop-gonatural.co.ke

Email: support@shop-gonatural.co.ke

Telephone: +254 742737299

WhatsApp: +254 742737299

Business Hours: Monday-Friday 9am-5:30pm

You can also contact us through our official social media channels:

• Facebook: Shop Go Natural
• Instagram: @shopgonatural

We aim to respond to enquiries as promptly as reasonably possible during our normal business hours.

32. Acceptance of the Programme Terms

By enrolling in or participating in the Shop Go Natural Customer Rewards Programme, you acknowledge that you have read, understood, and agree to be bound by these Customer Rewards Programme Terms & Conditions.

Your continued participation in the Programme constitutes your acceptance of any updates to these Terms, provided that we notify members of material changes where required by applicable law.