CalBank PLC - Confidential (Customers)

CalBank Loyalty Programme Terms & Conditions

A. Overview of the CalBank Loyalty Programme
The CalBank Loyalty Programme is a Loyalty Programme sponsored by CalBank PLC through which
members who have registered for the programme may earn points. These terms and conditions form
the basis of the Loyalty Programme and explains the mechanism of collection and use of the loyalty
Points and the different programme aspects.
Earning and/or usage of any benefits or Loyalty points offered as part of the programme will be
deemed as acceptance of these terms & conditions. It is the programme member’s own responsibility
to read and understand them.
These terms and conditions are effective as of the date of publication and shall apply all through the
period of the membership. CalBank may, at its sole discretion, modify these terms and conditions.
Such modifications will be communicated through the programme’s website.

B. CalBank Programme Definition

The Loyalty Programme is a total relationship Loyalty Programme that rewards CalBank retail
customers for subscribing to and using CalBank’s retail banking products and services. Members will
be able to earn Loyalty Points from signing on to using various retail banking products and channels.
These points can be redeemed in a variety of ways, with programme partners on the programme
website or directly with CalBank services available on the various digital channels.

C. Eligibility and Participation in the Programme

1. The Programme is open to all new and existing subscribers of CalBank services.
2. To enroll in this Programme, members would need to register by clicking the CalBank Loyalty
Menu and selecting ‘Register’ on the various digital channels.
3. By accepting these terms and conditions and registering for the CalBank Loyalty Programme,
members hereby, agree to receive email messaging to their registered email addresses
and/or push notification/short message service (SMS) messages to their registered Mobile
Device from the Bank on information relating to the Loyalty Programme. We may also from
time to time send promotional information on the Banks products and services. Members,
however, reserve the right to decline receiving promotional information at any time and
instruct the bank to stop sending such information in accordance with the relevant data
protection laws.

D. Suspension or Cancellation of Membership

1. Suspension of membership will automatically occur in the event that a member is assigned
‘delinquency’ status in CalBank. This will happen where a member fails to pay outstanding
debts they owe CalBank.
2. Suspension of membership will result in the inability to earn, redeem or transfer points in any
way, until such time that the delinquency status is revoked.

Page 1 of 5
 CalBank PLC - Confidential (Customers)

3. Accumulated points will remain in the member’s account during the period of delinquency
but will continue to expire as scheduled.
4. Termination of membership will automatically occur in the event that the member no longer
holds an active CalBank account.
5. In the event of a failure to pay the debts (loan payments or service charges) to the bank,
CalBank reserves the right to terminate a member’s Loyalty membership immediately.
6. Points earned during the delinquency period shall not accrue in the member's account and
shall not be added even when 'banking' status is restored.
7. CalBank reserves the right to terminate the Loyalty membership immediately, at any time, if
any of these terms & conditions is not complied with or if a member in any way abuses a
CalBank service or CalBank Loyalty membership, and additionally in the following event(s):
a. Any fraudulent acts committed by member.
b. Any redemption made by member either before or after the date of a fraud shall be
subject to review, and possible cancellation.

8. In the event that a member passes away, all the Loyalty points accumulated in the deceased’s
account will be cancelled and the Loyalty account terminated.
9. In case of termination of membership as a result of a member closing all bank accounts, all
accumulated points will be removed from the member’s account.
10. In the event of membership suspension or termination, CalBank reserves the right to use any
accumulated loyalty points to pay off any outstanding debts.

E. About the Points System

1. Earning Points

a. To earn Points you must make eligible transactions on the various channels based on
the points grid that is available on www.calbank.net.
b. CalBank is committed to delivering the best possible process so that members can
earn their points based on eligibility.
c. In the event that a member complains that they did not receive accurate value of
points for any transaction, CalBank will only give value to those transactions earned
in the last 12 months from the member’s reporting date to CalBank.
d. CalBank will not give value to any transaction where the complaint for the said
transaction logged with the Customer Contact Center exceeds 12 months after the
transaction date.
e. CalBank cannot be held liable for the failures, mistakes and rejection which may arise
due to technical or non-technical reasons.

Page 2 of 5
 CalBank PLC - Confidential (Customers)

f.
CalBank has the right to cancel or change the number of points earning rates available
on www.calbank.net, at any time and without any liability to members. Members
should always refer to CalBank Loyalty website for an up-to-date points grid.
2. Reward Tiers.
a. The Bank may at each point in time create membership levels or tiers based on certain
set criteria. Members of the various levels or tiers would earn differing points for the
same transactions performed.
b. The conditions and criteria for migrating members from one tier to another will be at
the discretion of the Bank.
c. The Bank also reserves the right to modify the set criteria for migrating members from
one reward tier to another at any time with or without notice.

3. Redeeming Points
a. The programme offers the choice for all members to redeem their points in different
ways.
b. The same number of points is required for a specific reward regardless of the
member’s membership level or tier.
c. The redemption value of 1 point is GHS 0.01.
d. Members can only redeem points on CalBank digital channels, CalBank Loyalty
website and on partner sites.
e. Points may be used to purchase airtime, make bill payments, pay merchants on the
virtual shop, donate to a charity, or redeemed as a cashback. The total number of
Points members can use is the number of Points available in their Loyalty Wallet.
f. All redemptions that have been successfully performed by a member cannot be
reversed, cancelled, or changed.
g. CalBank is committed to deliver the best possible process so that a member can
redeem their points as easily as possible.
h. In the event a member is unable to redeem at a partner site or experiences failure of
a transaction, CalBank cannot be held liable to the failures, mistakes, rejection, which
may arise due to technical or non-technical reasons.
i. CalBank has the right to cancel or change the number of points required for specific
Reward Redemptions at any time and without recourse to Members.

4. Points Expiry
a. Points earned will expire on the 31st December of the calendar year in which the
points were earned. The Bank reserves the right to modify the expiration timeline, at
its discretion, at any time with or without notice.

5. Points Balance
a. Members may check their points balance from any of CalBank digital channels.
b. CalBank reserves the right to credit or debit points to a member’s available balance
for various reasons including transaction reversals and fraud.
c. In case a member reverses a previous transaction for which points were earned, a
negative points balance may arise if the points earned on that transaction were
already redeemed. In this case, new points that the member earns will be used to

Page 3 of 5
 CalBank PLC - Confidential (Customers)

bring the points balance back to positive. Members cannot redeem points unless their
available points balance is positive.
d. In case there is any discrepancy in the points balance between the claimed points and
the points recorded in the CalBank system, the records of CalBank shall prevail and
shall be considered valid and final for the purpose herein.
e. CalBank has the right at its sole discretion, to cancel, withdraw points from a member
without consent, in situations which include but are not limited to point expiry,
purchase refund, credit voucher, or any change in the terms and conditions of the
programme, at any time.

F. Personal Data Changes

Members have full responsibility to notify CalBank of any change of address or other personal details.

G. Fraud
If a membership account activity is proven of fraud, abuse or suspicious activity, members may lose
accrued points, and as a result of this activity, CalBank may suspend or terminate their Loyalty
membership immediately. Additionally, where any fraudulent activity is suspected/detected, CalBank
reserves the right to take any necessary legal action and will have grounds to confiscate any rewards
redeemed as a result of such activity.

H. Privacy Policy
1. Members’ information relating to their use of the Loyalty Programme will be captured and
stored in CalBank. This data will be used solely for the purpose of administering the
membership of the Loyalty Programme. CalBank will maintain this information, as well as your
business activities and transactions, according to our privacy and information security
policies, procedures and confidentiality standards.
2. Personal information, such as address, e-mail and mobile numbers, as well as demographic
and member identification, will not be disclosed (shared, sold or divulged) to third parties
unless CalBank informs the member, or was authorized by member, or the member
participates in a programme/service offered by a third party or CalBank is required to disclose
by law.
3. Members however have rights that they can exercise as set out in the applicable data protection
law. If a member wishes to exercise these rights in relation to the use of their information, they
may contact us at customercare@calbank.net. Members may also visit our website on
www.calbank.net to read our Privacy Policy.

I. Governing Law

Page 4 of 5
 CalBank PLC - Confidential (Customers)

These Terms and Conditions shall be governed by and construed in all respect in accordance with the
laws of Ghana and the Parties hereby submit to the exclusive jurisdiction of the Courts in Ghana in
resolving any disputes arising from their interpretation and application.

Page 5 of 5