We've compiled a helpful list of frequently asked questions and answers that should assist you with all things related to Hill Street Rewards.

General

Q: What is Hill Street Rewards?
A: Hill Street Rewards is our new and improved loyalty program. Powered by the Go Rewards mobile app, you can experience all the benefits of Hill Street Rewards at the touch of a button.

Q: Where can I use Hill Street Rewards?
A: Hill Street Rewards can be used in-store at any Hill Street or Hill Street Home location, or online in any Hill Street or Hill Street Home website.

Q: How do I sign up to Hill Street Rewards?
A: 1) Download the Go Rewards app on IOS or Android. 2) Create an account and sign up to Hill Street Rewards. 3) Enjoy the savings and rewards every time you shop at Hill Street.

Q: How do I contact customer support?
A: You can contact the Go Rewards support team here. They look forward to hearing from you!

Using the app

Q: How do I use my loyalty cards in-store?
A: You can find your Hill Street Rewards digital loyalty card on the homepage of the Go Rewards app, and also within the Hill Street Rewards section of the Go Rewards app. Simply tap on the digital loyalty card and it's ready to be scanned. You can also add your digital loyalty cards to your mobile wallet for even easier access.

Q: Can I share my loyalty cards with other people?
A: Hill Street Rewards is built to meet your unique shopping habits, meaning that every person will need to set up their own account to start earning their own rewards.

Q: Can I get a physical loyalty card?
A: Hill Street Rewards is a mobile only solution, helping to save the clutter of physical cards from your wallet and ensuring you never forget your rewards card again!

Q: What happens to my points if I delete the Go Rewards app?
A: If you delete your Go Rewards account, you forfeit all your Hill Street Rewards points and rewards.

Q: I have a new mobile number. How do I update my account?
A: Please reach out to the Go Rewards team and they will support you with this update.

Q: Can I access Hill Street Rewards on other devices?
A: The Go Rewards app works on Android and iOS mobile devices only.

Q: Does it cost me anything to join Hill Street Rewards?
A: Joining Hill Street Rewards is completely free!

Collecting points

Q: How do I earn points?
A: Earning points is easy. Once you've downloaded the Go Rewards app and joined Hill Street Rewards, you simply shop in store as you normally would, scan your digital loyalty card before payment. The points you've earned will be added to your Hill Street Rewards account automatically.

Q: How many points do I accrue per dollar spent?
A: The base accrual rate is 1 point per $1 spent in-store for eligible purchases (see below), with bonus points awarded for selected items, as well as opportunities to boost your points through Weekly Boosters (see below).

Q: What are my points worth?
A: 1000 points are equal to $10

Q: Do I accrue points for everything purchased from Hill Street?
A: Points are not awarded on tobacco, cigarettes, gift card, fuel or phone credit purchases. All other purchases will accrue points. Purchases from some departments will award bonus points.

Q: What purchases accrue bonus points?
A: On top of the base accrual rate of 1 point per $1 spent in-store for eligible purchases (see above question), we are also offering extra points accrual for select items. You will accrue 2 points for every $1 spent on specialty cheeses, red wine, white wine, and homewares items, unless they’re on promotion. Alcohol is only sold at our Lauderdale, South Hobart, and West Hobart stores. All products that are on promotion accrue the base rate of 1 point per $1 spent.

Q: Do I earn points for products on promotion?
A: All products on a Hill Street promotional program (Weekly Special, In-Store Special, Extra Thrifty, & Great Price) accrue 1 point per $1 spent. This is also applicable to bonus point commodities, such as specialty cheese, red wine, white wine, and homewares. As these products are already on promotion - they do not accrue bonus points.

Q: How long will it take for my points to show?
A: Your points should appear almost immediately after your purchase. In some cases, they may take up to 24 hours.

Q: Do my points expire?
A: Points expire 18 months after accrual.

Q: My points balance looks incorrect
A: We're sorry to hear that. Please contact Go Rewards support to for assistance.

Q: I didn't receive my points, what can I do?
A: We're sorry to hear that. Please contact Go Rewards support to for assistance.

Q: I forgot to scan my card; can I still get my points?
A: We're sorry to hear that. Please contact Hill Street online support for assistance.

Q: My loyalty card didn't scan, what do I do?
A: We're sorry to hear that. Please try closing and re-opening the app to see if that rectifies the issue. If the problem continues, please contact Go Rewards support and they will investigate this for you.

In the meantime, if you need to use a loyalty card, you can ask a staff member to manually enter the digital loyalty card number of the membership you're wanting to use - you can find these numbers within the digital cards at the top of your homepage.

Q: What happens if I return an item that I've already received points for?
A: If you're returning an item, the points you earned will be deducted automatically once that item is received back by the store.

Weekly Boosters

Q: What is a Weekly Booster?
A: A Weekly Booster is a way for you to earn extra points when buying selected items in store, so that you can earn rewards faster!

Q: How do I use Weekly Boosters?
A: Open your Go Rewards app and select the Hill Street Rewards program. Scroll to view your Weekly Boosters and tap Boost to activate a specific offer, or you can choose to Boost all which will boost every offer available to you. When you purchase this item in store and scan your loyalty card, your boosted points will be automatically added to your account.

Q: What if I forget to use my Weekly Boosters until after shopping in-store?
A: Unfortunately, Weekly Boosters need to be used prior to shopping. The bonuses will not apply if you have activated your Weekly Boosters after purchasing your items.

In-store Member Bonuses

Q: What is a Member Bonus?
A: A Member Bonus is a product in-store that helps Hill Street Rewards members earn points faster when purchased. With Member Bonuses, Hill Street Rewards members are given bonus points for purchasing certain products (e.g. 500 bonus points). Member Bonus products are highlighted with promotional ticketing in-store, so remember to keep an eye out for them when shopping!

Q: How do I claim Member Bonuses?
A: Once you sign up to Hill Steet Rewards, you automatically get access to products added as a Member Bonus. Simply look out for Member Bonus products in-store, then when you purchase them at checkout and scan your loyalty card you will receive your Member Bonus points within the app.

Q: How is a Member Bonus different to a Boosted Offer?
A: Member Bonus products are located in-store, and the points are awarded by scanning your Hill Street Rewards account at the register when purchasing them. No further action is required.

With a Boosted Offer you must go into your Go Rewards app and scroll to view the Boosted offers and tap Boost to activate a specific offer, or you can choose to Boost all which will boost every offer available to you. This must be actioned prior to shopping in-store.

Redeeming your points

Q: How do I earn and access my accumulated points?
A: Upon accumulating 1000 Loyalty Points, you become eligible to redeem them for a discount of $10.00 on a single in-store transaction.  You can view your available credit via the homepage on your Go Rewards app.

Q: How do I use my points in-store?
A: To utilise your points, you must present and scan your loyalty card or quote your phone number at the point of sale prior to paying. It is your responsibility to inform the cashier of the points you wish to redeem.

Q: How long are my points valid for?
A: Points expire 18 months after issue. if they are not redeemed as credit off a purchase, or to redeem any other loyalty benefits within that period.

Q: I didn't receive my redeemable points
A: We're sorry to hear that. Points should automatically be added to your account but sometimes there might be a slight delay. If your points still haven’t been added within 24 hours, please contact Go Rewards support, and they will look into why this has happened.

Digital receipts

Q: Where can I find my digital receipts within the app?
A: Digital receipts can be found in the Activity tab located on your Go Rewards homepage.

Q: Are digital receipts tax compliant?
A: Yes! All digital receipts within the app are fully tax compliant and fulfil the ATO guidelines as a legally compliant tax invoice.

Q: How long will my receipts be stored for?
A: Your receipts will be stored until you delete the Go Rewards app.

Q: What should I do if I didn't receive a receipt for a recent purchase?
A: We're sorry to hear that. Please contact Go Rewards support to for assistance.

Q: How do I export my receipts?
A: Currently you cannot export your receipts.

Data & Security

Q: Who does Hill Street share my data with?
A: Hill Street only shares your data within the Hill Street Rewards program and Go Rewards loyalty platform.

Q: What do you use my data for?
A: Data gathered through your usage of the Go Rewards app is used to inform Go Rewards on the best offers to serve you within the Hill Street Rewards loyalty program. Your data is only used to improve your in-store and in-app experience.

Q: What personal information do you store?
A: Hill Street Rewards only stores the information you provide when you sign up to the app. This includes your first name, last name, email and mobile number. If you choose to delete your account, we remove this information upon successful account deletion.

Q: Can I opt out of marketing communications but still earn points?
A: Yes, you can choose to opt-out of marketing requests at any time and this will not impact your ability to earn points.

Q: Why do you need my mobile number?
A: To reduce fraud, Go Rewards requests and verifies your mobile number.

Q: I want you to delete all my personal information
A: If you would like us to delete your personal information, please follow the instructions in the app to delete your Hill Street Rewards membership and Go Rewards account. Please note any points or benefits on your account will be forfeited by these actions.

Q: If I am inactive for a long period, will my account be deleted?
A: If you do not use your Hill Street Rewards account for 12 months after your last transaction, your account and information will be deleted and your points balance will be forfeited.

The Happiness Club

Q: What is The Happiness Club?
A: The Happiness Club is the previous loyalty program to Hill Street Rewards.

Q: How do I migrate my Happiness Club account and points over to Hill Street Rewards?
A: 1) Download the Go Rewards app on IOS or Android. 2) Create an account and sign up to Hill Street Rewards - make sure to sign up using the same details as your Happiness Club account (name, mobile and email) 3) Enjoy the savings and rewards every time you shop at Hill Street with your migrated points balance.

Q: How long will it take for my points to migrate to Hill Street Rewards?
A: If you have a Happiness Club account and create a Hill Street Rewards account using the same details, your points will migrate to Hill Street Rewards in 24-28 hours. If you don’t see your points balance after this period, please contact Hill Street online support for assistance.

Q: What if I create a Hill Street Rewards account using different details to my previous Happiness Club account?
A: Your points will not automatically migrate over. Please contact Hill Street online support for assistance.

Hill Street Rewards Loyalty Program
Terms and Conditions

Application of the Terms and Conditions

 

The Hill Street Rewards (Loyalty Program) is provided by Hill Street ABN 71 090 743 196 (Hill Street, we, us or our).

This document sets out the terms and conditions applicable to a customer’s (you, your) use of and access to the Loyalty Program (Terms). These Terms, in conjunction with the Hill Street Privacy Policy, govern your use of the Loyalty Program.

As a member of the Loyalty Program, you are deemed to agree to be bound by these Terms, as updated from time to time in accordance with the Terms.

Registration

 

Individuals may register for the Loyalty Program:

·         through the Go Rewards Application (the Go Rewards App) (Registered Account); or

·         by providing their mobile number at checkout when making a purchase in store at Hill Street (Lite Account).

 

Registered Account Process

In order to access and fully utilise the Loyalty Program within the Go Rewards App, you will need to be a Go Rewards member. For details of the Go Rewards App registration requirements, please refer to the Go Rewards App Terms of Service.

To register as a Go Rewards member, you will need to register with your first and last name, email address and mobile number; Once you are registered as a Go Rewards member, you will be able to register to become a member of the Loyalty Program. To register as a member of the Loyalty Program, you will need to:

·         agree to these Terms and our Privacy Policy 

Upon completion of your membership registration, you will be given a membership account (Loyalty Program Membership) and will receive a unique identification code (Unique ID).

Lite Account Process

If you create a Lite Account in-store, your Loyalty Program functionality will be limited, and you will only be able accrue loyalty points. To redeem points and access full functionality of the Loyalty Program, you must download the Go Rewards App and complete the Registered Account Process (described above). If you create a Lite Account, we will prompt you via SMS to download the Go Rewards app and convert your Lite Account to a Registered Account.

Eligibility and Access

To be eligible to access the Loyalty Program you must:

·         be resident in Australia,

·         be over 18 years of age,

·         have a unique email address,

·         be a member of the Go Rewards App and continue to be a member of the Go Rewards App at all times while you access and participate in the Loyalty Program

Your Loyalty Program Membership is non-transferable and can only be used and accessed by you. You may only have one Loyalty Program Membership at any time.

Earning Loyalty Benefits

When you make eligible purchases in-store or online at Hill Street (Eligible Purchase), you will be entitled to accrue Hill Street Rewards points (Loyalty Points) and other loyalty benefits (together referred to as Loyalty Benefits) in the Loyalty Program.

In order to accrue Loyalty Benefits, you will need to enter your Unique ID at the time of making each Eligible Purchase. To do this, scan the unique ID at the POS in the Go Rewards app, in the Hill Street Rewards membership section. Only 1 Unique ID can be presented in connection with each transaction.

If your Unique ID is not entered at the time of the purchase, the Loyalty Benefits will not be able to be added to your Loyalty Program Membership.

Loyalty Points:

Members will accrue:

·         1 Loyalty Points for each AU$1.00 spent on Eligible Purchases,

·         AU$10.00 in-store credit for every 1000 of Loyalty Points accrued

Purchases of EPAY, Gift Vouchers, Fuel, and Cigarettes do not accrue Loyalty Points.

Loyalty Points will be added to your Loyalty Program Membership within 24 hours of your Eligible Purchase.

Loyalty Points expire 18 months after issue of the relevant Loyalty Points if they are not redeemed as credit off a purchase, or to redeem any other Loyalty Benefits within that period.

Other Loyalty Benefits:

Within the Go Rewards App, you may also access other Loyalty Benefits including:

(1)   regular discounts and offers;

(2)   offers on specific products; and

(3)   ‘boosted offers’, i.e. where members can collect additional points per dollar spent on specific products for a set period of time,

(Loyalty Program Offers).                                                                                                                                              

New Member Welcome Promotion:

From the date you register your Hill Street Rewards account, you can earn $10.00 in account credit (1000 Loyalty Points) when you:

(1)   sign up to the Go Rewards App for the first time;

(2)   either sign-up to the Hill Street Rewards Loyalty Program, or link your existing Hill Street account to the Go Rewards App for the first time; and

(3)   shop at least 2 times at Hill Street within 30 days of signing up to the Go Rewards App and spend at least $50 per shop.

Refunds and Returns

If you make an Eligible Purchase for which you have accrued Loyalty Points and then subsequently return the purchase for a refund, the Loyalty Points you accrued in connection with the purchase will be deducted from your member account. This may result in a negative Loyalty Points balance.

Treatment of Loyalty Benefits

We reserve the right to withdraw, cancel or vary the Loyalty Benefits without notice and at any time for any reason, including without limitation where Loyalty Benefits have been awarded in error or Loyalty Benefits earned fraudulently.

Loyalty Benefits are available exclusively through the Go Rewards App. You acknowledge that Hill Street is solely responsible for awarding Loyalty Benefits. Go Rewards is an aggregator of loyalty programs and is not responsible for the conduct of the Loyalty Program or awarding or redemption of Loyalty Benefits.

Availability and limitations on Loyalty Benefits

All Loyalty Program Offers (and the Eligible Products which result in you earning the Loyalty Program Offer or Loyalty Benefit) are intended to be available at the time of the relevant Loyalty Program Offer. However, in the event of unexpected demand or supply issues, certain products included in a Loyalty Program Offer may be unavailable.

Reward Discounts

Upon accumulating 1000 Loyalty Points, you become eligible to redeem them for a discount of $10.00 on a single in-store transaction. To utilise your Loyalty Points, you must present and scan your loyalty card or quote your phone number at the point of sale prior to paying. It is your responsibility to inform the cashier of the number of points you wish to redeem, which must be in increments of 1 point. You must be an active member of the Go Rewards program to redeem your points. If you have a Lite Account, you may continue to accrue Loyalty Points but are not eligible to redeem them.

Privacy

We are committed to ensuring your privacy is protected.

We use the personal information that you have provided as part of your Loyalty Program Membership registration to manage and administer your Loyalty Program Membership. We may share this information with our service providers who assist us to manage and administer the Loyalty Program. We may also contact you to administer the Loyalty Program, to notify you about Loyalty Benefits and to provide information about the Loyalty Program. For more information, please refer to our Privacy Policy. Our Privacy Policy contains information about how you may access and seek the correction of your personal information and how to deal with any complaints you may have in relation to the treatment of your personal information.

As a condition of your Loyalty Program Membership, you also agree to us sending you electronic marketing communications from time to time. As part of your Loyalty Program Membership, you will be able to elect how we communicate with you (which will generally be by email, SMS, through the Go Rewards App, phone and mail) in relation to our products and services. You will also be able to change these selections after becoming a member of the Loyalty Program by updating your in-app notification preferences within the Go Rewards app, or by contacting Go Rewards support to unsubscribe from marketing communications.

We will also share your details with Go Rewards. Go Rewards will require your personal information to administer the Go Rewards App. Go Rewards may also send you electronic marketing communications from time to time. If you wish to change how Go Rewards communicates with you, you may change these selections within the Go Rewards App.

There are some messages that we must be able to send to you. These include, for example, messages relating to your Loyalty Program Membership and other service messages including for example, password reset messages, information about updates to these Terms and to our Privacy Policy.

We reserve the right to monitor your purchase history to ensure that any Loyalty Benefits are accumulated legitimately.

Liability

Without excluding, restricting or modifying your rights and remedies to which you may be entitled under the consumer guarantee provisions of the Australian Consumer Law or our liabilities under those provisions:

·         our liability to you will in all other cases be limited to either: (a) the cost of re-supplying or repairing, or paying the costs or repairing any Loyalty Benefits that are goods; or (b) reinstating the number of Loyalty Points or other Loyalty Benefits in dispute;

·         we will not be liable to you for indirect and consequential loss arising from or connected to these Terms in contract, tort, under any statute or otherwise (including, without limitation, for loss of revenue, loss of profits, failure to realise expected profits or savings, loss or corruption of data and any other commercial or economic loss of any kind) unless such loss arises as a result of our own negligence or wilful misconduct; and

·         our liability to you for loss or damage of any kind arising out of or in connection with these Terms or the Loyalty Program is reduced to the extent (if any) that you cause or contribute to the loss or damage.

We will not be liable for any tax liability incurred in connection with the Loyalty Program, including any incurred in the provision or utilisation of Loyalty Benefits.

Suspension

We may suspend your use of the Loyalty Program without prior notice at any time, including, without limitation, if we suspect that the Loyalty Program is being used otherwise than in accordance with these Terms.

Termination

We may terminate your Loyalty Program Membership, without prior notice at any time, if we find that you have breached these Terms or if we suspect fraudulent use of your Loyalty Program Membership. Upon your Loyalty Program Membership being terminated, any benefits and points accrued at the date of termination will be forfeited and may not be redeemed following termination.

We will also remove your Loyalty Program Membership account details from the Loyalty Program (with the exception of the information we are required to retain in order to identify users for the purpose of preventing fraudulent misuse of the Hill Street Rewards or for compliance with applicable law).

We may cease to offer the Loyalty Program or any of the features within the Loyalty Program at any time for any reason. We will use our reasonable endeavours to advise you in advance of doing so (to give you the opportunity to redeem any Vouchers or Loyalty Benefits, if possible). In some circumstances (for example where there has been a change of law or a technical reason which means we cannot continue to operate the Loyalty Program), we may not be able to give you advance notice of this.

You may cancel your Loyalty Program Membership at any time by opting to delete your account within account settings. As noted above, any benefits and points accrued at the date of cancellation will be forfeited and may not be redeemed following cancellation. Cancellation of your Loyalty Program Membership will not automatically terminate your account with Go Rewards. You will need to separately cancel that account if you wish to also cancel your Go Rewards account.

Account Inactivity

If your Hill Street Rewards account remains inactive for 12 consecutive months following your last transaction, your account and all associated information will be deleted, and any remaining points balance will be forfeited.

Variation of Terms

We may revise these Terms from time to time and the revised version will be effective on the date we specify. If our changes to the Terms reduce your rights or increase your responsibilities, we will use our reasonable endeavours to provide at least 30 days’ notice of the changes to you. If the changes do not detrimentally impact you, we may introduce the changes more quickly, without notification to you (for example where we are introducing new or improved Loyalty Benefits). In some circumstances, for example, where there has been a change in law, or where there are technical issues preventing the Loyalty Program from operating as intended, we may need to make more urgent revisions to these Terms. In that case, we will provide as much notice as we are reasonably able to.

If you continue to use the Loyalty Program after any changes to the Terms become effective, your Loyalty Program Membership will be subject to those changes. If you do not agree with any changes to the Terms, you may cancel your Loyalty Program Membership.

Support

If you have any questions relating to the Terms, please contact us by email at onlinesupport@hillstreetgrocer.com.

Assignment

Your Loyalty Benefits are personal to you. You may not transfer your Loyalty Program Membership or Loyalty Benefits to another person.

We may assign or otherwise transfer or deal with any of our rights and obligations under these Terms at any time without your prior consent. Any assignee will be subject to these Terms as if all references to Hill Street or us are references to the assignee. Following any such assignment, you may also cancel your Loyalty Program Membership.

Applicable Law

These Terms are governed by and will be construed in accordance with the laws of the State of Tasmania; Australia and you submit to the jurisdiction of the Courts of Tasmania and Courts hearing appeals from them to have non-exclusive jurisdiction in relation to these Terms.

Hill Street Rewards Loyalty Program

Collection, use and disclosure of personal information

We may collect the following types of personal information:

(1)   your name;

(2)   your contact information, such as your email address, telephone number or postal address;

(3)   your age or date of birth;

(4)   your purchase history, including products purchased using the Hill Street Rewards; and

 

We collect, hold, use and disclose your personal information for the following purposes:

(1)   to administer our Hill Street Rewards;

(2)   to send communications to you relating to our Hill Street Rewards including but not limited to;

(3)   to answer enquiries and provide information or advice about our Hill Street Rewards;

(4)   to allocate loyalty benefits in Hill Street Rewards to you and to administer the redemption of loyalty benefits;

(5)   to conduct business administration and processing functions, including providing personal information to contractors, service providers or other third parties;

(6)   for marketing, planning, product or service development, quality control and research purposes;

(7)   to update our records and keep your contact details up to date;

(8)   to process and respond to any complaint made by you;

(9)   to enforce our legal rights and to protect the rights of third parties; and

(10)to comply with any law, rule, regulation, lawful and binding determination, decision or direction of a regulator, or in co-operation with any governmental authority.

We may disclose your personal information to:

(1)   Slyp Pty Ltd (ABN 19 613 031 271) (Slyp), the administrator of the Go Rewards Application which houses the Hill Street Rewards;

(2)   our employees, contractors or service providers for the purposes of the operation of the Hill Street Rewards and our business activities;

(3)   suppliers and other third parties which whom we have commercial relationships for business, marketing and related purposes;

(4)   government agencies, regulatory bodies and law enforcement agencies, or other similar entities, where required under or authorised by law;

(5)   accountants, auditors, lawyers and other professional advisors we engage who require access to information;

(6)   third party acquirers in the event that we sell or transfer all or any relevant portion of our business or assets; and

(7)   any organisation for any authorised purpose with your express consent; and

Currently, we do not disclose your personal information to third party suppliers and service providers located outside Australia.

Direct marketing materials

We may send you direct marketing communications and information about our products or services that we consider may be of interest to you. These communications may be sent in various forms, including email, SMS, or the Go Rewards app. These communications will be sent in accordance with applicable marketing laws, such as the Spam Act 2003 (Cth) and the Do Not Call Register Act 2006 (Cth).

You consent to us sending you direct marketing communications by any of the methods identified above.

You decide which communications you receive. At any time you can opt-out of receiving direct marketing communications from us by unsubscribing from the mailing list; either by emailing our online support team via onlinesupport@hillstreetgrocer.com, or by calling (03) 6246 5050.

There are some messages that we must be able to send to you. These include, for example, messages relating to your Loyalty Program Membership and other service messages including for example, password reset messages, information about updates to these Terms and to our Privacy Policy.

We will also provide your personal information to Slyp/ Go Rewards for the purpose of direct marketing in relation to Go Rewards and the loyalty programs available within the Go Rewards loyalty program. As part of the sign-up process for the Hill Street Rewards, you consent to us providing your personal information to Slyp for the purpose of direct marketing. Slyp/ Go Rewards will be responsible for handing your personal information safely once we share this with them.