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Frequently Answered Question (FAQs) – Surf + Rewards

1. What is Surf + Rewards?

Answer:  Surfline’s loyalty program which will recognize and reward its loyal customers with great rewards.

2. Can both old and new customers participate in the Surf + Rewards?

Answer: Surf + Rewards is available to all 90 days and above active customers in all service classes except those in business corporate service class.

3. How do I register for the Surf + Rewards and at what fee?

Answer: All eligible customers are automatically enrolled onto the program at no fee.

4. How can one start earning points?

Answer: Points are only earned through the usage of customer’s main data.

5. Can I earn points from using my promotional data?

Answer: No. promotional, bonus and gift data usage does not earn points.  

6. Will one earn points for using any of the unlimited plans?

Answer: Yes. Customers will earn points from the use of the daily and monthly threshold allocations but points will not be earned from the usage on the throttled speed.

7. What is the points equivalent to be earned for data used?

Answer: 1GB is equivalent to 20 usage points

8. Will my points add up if I have multiple Surfline numbers?

Answer: Points will be earned against unique numbers (MSISDN), customers with multiple numbers will earn points for individual usage.

9. Can I transfer my usage points?

Answer: No. Usage points earned cannot be transferred either in whole or parts.

10. How long can I accumulate my usage points?

Answer: Customers can accumulate their usage points for a period of 3 months after which it’s cleared for a fresh start.

11. What are the various segments and the corresponding rewards?

Answer:

12. Who is eligible for the 2GB birthday bonus and what’s the validity?

Answer: All customer who qualify for the Surf + Rewards are eligible for the 2GB birthday bonus and it’s valid for a day.

13. What is the Birthday call about?

Answer: Customers who by virtue of their points amassed are in the Elite and Royal clubs will get a birthday call from Surfline on their birthday anniversary.

14. How can one earn the usage bonus and what’s the validity?

Answer: Customers in the various segments will automatically be credited with the respective usage bonus on attaining the corresponding usage points in a month. The usage bonus point is valid for 7days.

15. What are the respective monthly points to earn the usage bonus?

Answer:

Preferred Club => 100 points

Executive Club => 500 points

Elite Club          => 1800 points

Royal Club        => 2500 points

16. How do I qualify to win the Partner offers?

Answer: Customers who are part of the top users of each segments will be rewarded with partner products.

17. Who are the partners involved in the Surf + Rewards?

Answer: The partners list keeps growing and notable amongst them are X men grooming, Nyaho Hospital, Pink berry, Bolt etc.

18. Who wins the Ultimate prize?

Answer: The top users to emerge from the Elite and Royal clubs.

THE TERMS AND CONDITIONS CONTAINED IN THIS DOCUMENT APPLY TO ANY PERSON WHO TAKES PART IN THE SURFLINE LOYALTY PROGRAM. BY PARTICIPATING IN THE LOYALTY PROGRAM YOU AGREE TO THESE TERMS AND CONDITIONS.  

FOLLOWING TERMS AND CONDITIONS GOVERN SURFLINE’S LOYALTY PROGRAM.

1.1 Introduction

Surf + Rewards is an end to end loyalty program which rewards customers on their birthday anniversaries and further more to turn bundle usage into a loyalty building block. With these blocks in place, customers will benefit from great rewards.

1.2 Eligibility

• Customers should be 3 months and above active on Surfline network to be eligible to participate in the Surf + Rewards.

• Customers on the Individual, Newprepaid and AlwaysOn service classes qualify to partake in Surf Rewards.

• Business Corporate service class customers are exempted from Surf + Rewards.

1.3 Registration & Cost

• Surf + Rewards is a free loyalty program open to all eligible customers. Membership registration is not required neither is there membership fee nor service charges.

1.4 Earning Points

• Surf + Rewards points can only be earned through main data usage.

• Bonus, promotional, gift data as well as throttled speed and unlimited Night bundle usage does not attract points.

• 20 points will be earned for every 1GB used from the main data.

• Points will be earned against unique MSISDN. This means a customer with multiple devices will earn points for individual usage

• Points earned are not transferable in whole or in parts neither can it be exchanged for cash equivalent.

Clubs and corresponding reward table

1.5 Points Expiry

Points will accumulate for a period of 3 months and based on the amassed points, customers will be rewarded with various products. All points will be cleared after the 3 months for a fresh start.

1.6 Rewards

(i) Birthday Happy Hour

All customers eligible for Surf Rewards will be given two (2) hours free browsing session capped at 20GB to mark their respective birthday anniversaries.

(ii) Birthday Calls

Customers in Elite and Royal clubs will receive birthday calls in additional to the happy hours to commemorate their birthday anniversaries.

(iii) Usage Bonus

Customers in all four tiers will enjoy usage bonus on reaching the usage threshold for their respective tiers in a month. Below are the required points and corresponding bonus for the respective clubs;

Preferred Club => 100 points => 1GB

Executive Club => 500 points => 2GB

Elite Club          => 1800 points => 3.5GB

Royal Club        => 2500 points => 5GB

The usage bonus will be valid for 7days and can be enjoyed multiple times within a month provided customer attain multiple qualifying points within the same month.

(iv) Partner Rewards

Top users from each club based on the usage points amassed over the three (3) months period will be rewarded with partner products/services.

(v) Ultimate Rewards

The top users to emerge from the Elite and Royal clubs based on total points accumulation within the 3months period will be adjudged the Ultimate winners.

1.7 Rights & Liabilities

• Surfline reserves the rights to use the images of rewarded customers in publication on any of our media platforms.

• Surfline shall not be liable for the breach of these terms and conditions as a result of technical challenges relating to the network or it be liable in any manner for the customer’s use of the partner’s products/services.

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