Terms & Conditions

1. Introduction

1.1 FPRM, property managers of the malls of Frasers Property Singapore ("Frasers Property Malls"), shall offer its loyalty service known as Frasers Experience ("Programme") on the Frasers Experience Application ("App") upon the terms and conditions as listed below in this annex ("FRx Terms") to each member of the Programme (a "Member").

1.2 The FRx Terms form part of the Agreement and will apply to your participation in the Programme, including your membership and any entitlement to benefits and privileges under the Programme (including the redemption of any such benefits and privileges). In the event of any conflict or inconsistency between the FRx Terms and any other provisions in the Agreement, these FRx Terms will prevail.

1.3 All capitalised terms in the FRx Terms will have the same meaning ascribed to them in the Agreement, unless indicated otherwise.

2. Eligibility and Frasers Experience Membership

2.1 The applicant may register as a Member via the App or at any customer service counter of any Frasers Property ("Customer Service Counter"). In order to be eligible to become a Member, during the registration process, the applicant must provide his/her current, complete and accurate personal particulars as requested, including without limitation, his/her full name, NRIC number, passport number, work permit number, employment pass number or dependant’s pass number, date of birth, local address, contact numbers and such other information as may be required by FPRM from time to time.

2.2 The applicant may be required to produce his/her NRIC, passport, work permit, employment pass, dependent’s pass or any other form of identification acceptable to FPRM ("Form of Identification") for verification purposes in connection with the application.

2.3 The applicant represents and warrants that all information provided by him/her in connection with his/her application are accurate.

2.4 Only individuals aged 18 and above and who are residing in Singapore are eligible to apply for membership in the Programme.

2.5 The applicant acknowledges and agrees that the acceptance of his/her application is subject to the approval of FPRM at its sole and absolute discretion and that his/her application may be rejected by FPRM without assigning any reasons thereto.

2.6 Upon approval of an application, a Frasers Experience membership account shall be opened for the Member ("Frasers Experience Membership Account") and the Member shall be entitled to participate in the Programme and enjoy membership benefits and privileges under the Programme.

2.7 The Programme membership and its associated benefits and privileges are for the Member’s sole enjoyment and shall not be transferable. FPRM reserves the right to vary, amend and modify the benefits and privileges and these FRx Terms at its sole and absolute discretion without prior written notice.

2.8 Each Member can only register for one Frasers Experience Membership Account and it is non-transferable. By accepting the Programme membership, the Member agrees and undertakes to provide any merchants who are tenants or licencees located within the Frasers Property Malls and are taking part in the Programme at FPRM's sole discretion ("FRx Merchants") proof or verification of his/her identity on demand.

2.9 Unless otherwise terminated in accordance with these FRx Terms, the Programme membership shall be valid for such period determined by FPRM at the time of application.

2.10 Unless otherwise determined by FPRM in its sole discretion, the Programme membership (and any benefits from such membership) shall not be valid at: (a) any property which is not managed by Frasers Property; or (b) any merchant which is not a FRx Merchant.

3. Frasers Points and Redemption

3.1 Frasers Points

  1. The Member shall be entitled to earn points known as "Frasers Points" for the nett purchase value (usage of discount and/or discount vouchers and/or reward points will not add towards the nett value) at any Merchant outlet.
  2. Subject to Clause 6 below, Frasers Points will be awarded only to Members who scan their member QR code in the App at the point of payment at participating FRx Merchants or by such other means as determined by FPRM from time to time. Members who fail to do so shall not be entitled to retrospectively earn or credit any Frasers Points into their Frasers Experience Membership Account for that transaction.
  3. The Frasers Points accumulated by the Member will be credited to their Frasers Experience Membership Account within twenty-four (24) hours or such other time periods as shall be determined by FPRM once transaction is verified to be valid.
  4. FPRM shall have the sole discretion to deduct, cancel or reject/refuse to award Frasers Points for any purchases which in FPRM's sole discretion is doubtful or not genuine or deduct, cancel or reject/refuse to award Frasers Points that have been wrongfully accorded.
  5. The Frasers Points earned and accumulated by the Member shall be valid only for the Redemption Year (as hereinafter defined) in which it is earned. A "Redemption Year" means a period of 12 months, starting 01 October and ending 30 September of the following year.
  6. The following transactions/receipts, including but not limited to, are not entitled to Frasers Points and/or Instant Rewards redemption:- ATMs, AXS/SAM machines, banks and financial institutions, bill/installment payments/ deposits, child care centres, deposits, Frasers Property Gift Card purchases, insurance policy payment, lottery tickets purchases, money changers, non-profit organisations, offices, payment made via cheque, GIRO or Medisave, pushcarts/kiosks/roadshows/atrium fairs and retailers on temporary lease, tenant voucher/gift card/Cashcard/stored value card/ prepaid SIM card top-up transactions and purchases and SISTIC purchases.

3.2 Redeemable Rewards

  1. Upon the accumulation of a pre-determined amount of Frasers Points, the Member may redeem the Frasers Points for "Redeemable Rewards". Redeemable Rewards may include, but are not limited to, gift cards and eVouchers which may be used at various merchants (including FRx Merchants, non-FRx Merchants and other third party merchants not located at Frasers Property). FPRM shall have the sole discretion to determine all terms relating to the redemption of such Redeemable Rewards, including but not limited to: (i) the types of Redeemable Rewards made available; (ii) the terms for redemption and use of each Redeemable Reward; (iii) the accrual rate of Frasers Points; and (iv) the number of Frasers Points required for each Redeemable Reward.
  2. Redemption of Frasers Points for Redeemable Rewards shall be made by the Member by submitting an online point redemption request via the App with their username and password. The Member shall provide an acknowledgement as may be required by FPRM upon redemption of any Frasers Points.
  3. Upon the Member’s request to redeem the Member’s Frasers Points to Redeemable Rewards, the Redeemable Rewards will be credited to the Member's App within twenty-four (24) hours or such longer time period as shall be determined by FPRM.
  4. Frasers Points shall only be redeemed by the Member for Redeemable Rewards during each Redemption Year in which it is earned and within the grace period given in accordance with Clause 3.2(e) below.
  5. Any Frasers Points that are not redeemed during the Redemption Year in which they are earned will expire and cannot be rolled over upon the expiry of the Redemption Year, save that the Member shall be given a three (3) month grace period following the expiry of the preceding Redemption Year to redeem any unused Frasers Points earned and accumulated at the end of such redemption year, failing which such Frasers Points shall expire and FPRM shall not be responsible to the Member for any unredeemed Frasers Points.
  6. The total Frasers Points accumulated by each Member shall determine the Member's eligibility to redeem specific Redeemable Rewards in each Redemption Year.
  7. The validity of the Redeemable Rewards redeemed by the Member shall have a 1 year validity from the redemption date unless otherwise stated.
  8. Redeemable Rewards earned that are not utilised within the validity period will expire. FPRM shall not be responsible to the Member for any unutilised Redeemable Rewards.
  9. Redeemable Rewards may be utilised within the validity period specified in Clause 3.2(g) above in accordance with the applicable terms of use of such Redeemable Reward.

3.3 Instant Rewards

  1. In addition to Frasers Points and Redeemable Rewards, the Member shall also be entitled to receive "Instant Rewards" which are rewards offered by the individual Frasers Property Mall that may be redeemed by Members who spend a minimum amount (as may be determined by the individual Frasers Property Mall) per day in the respective malls.

    Instant rewards may only be redeemed by Members who first scan their member QR code at participating FRx Merchants before personally presenting their member QR code on the day of the purchase at the Customer Service Counter of the relevant Frasers Property. Should the redemption require proof of payment, the actual receipts and/or payment card must be presented for verification. Please refer to https://www.FrasersExperience.com . for listing of participating FRx Merchants for eligibility of Frasers Points earning. All redemption tiers in respect of the Instant Rewards, including but not limited to setting of minimum and maximum redemption amounts, shall be determined by FPRM and shall be at the sole discretion of FPRM.
  2. The Instant Rewards and manner of redemption may vary amongst the different Frasers Property Malls. All Instant Rewards are subject to availability.
  3. FPRM reserves the right to sight purchases or proof of payment before granting Instant Rewards redemption and/or Frasers Points earning at Customer Service Counters.

3.4 Frasers Experience Membership Account

  1. Once any Frasers Points or Redeemable Reward has been utilised, such Frasers Points or Redeemable Reward cannot be refunded or transferred back into the Member’s Frasers Experience Membership Account.
  2. The Member agrees and acknowledges that his/her Frasers Experience Membership Account, any Frasers Points earned under the Frasers Experience Membership Account, and any Redeemable Rewards redeemed may only be used by the Member in whose name the particular Frasers Experience Membership Account has been registered.
  3. Frasers Points accumulated or Redeemable Rewards redeemed under different Members’ Frasers Experience Membership Account are non-transferable and cannot be combined.
  4. Members will be able to check their Frasers Points balance and/or Redeemable Rewards they have redeemed via the App.
  5. The Member may notify FPRM of any dispute on the Frasers Points and/or Redeemable Rewards by email to FRHelp@frasersproperty.com or such other email address as may be informed by FPRM to the Member at any time or by written notice to FPRM at Frasers Experience Membership, 438 Alexandra Road, #21-00 Alexandra Point, Singapore 119958 within seven (7) days from the date of the transaction. FPRM determination of all disputes shall be final, binding and conclusive.

4. Frasers eStore

4.1 The eStore Services is provided to you by FPRM. By accessing and/or using the eStore Services on the App, you agree to be bound by the following terms in this Clause 4.

4.2 The eStore Services allows the Member to place orders for products and services from independent merchants listed on the eStore Services (each a "Merchant"). Such orders may be delivered to the Member by our third-party delivery service providers (each a "Delivery Service Provider"), or picked up by the Member from the Merchant, in accordance with this Agreement and with such terms as may be prescribed by FPRM from time to time.

4.3 FPRM does not own, sell or resell any products or services offered on the eStore Services ("Products") and does not control nor is it responsible to the Member for the Merchants, the Delivery Service Providers or any services provided by them or the quality thereof.

4.4 All prices reflected on the eStore Services are determined solely by the Merchants. The Member acknowledges that prices and any promotional offers of Products may vary from those offered by the Merchants via other sales channels.

4.5 Placing Orders

  1. When the Member places an order for any item offered for sale by a Merchant through the eStore Services ("Order"), the Order by the Member constitutes an offer to the Merchant to purchase such item on the terms set out herein and as specified by the Merchant.
  2. The Member's Order may in the sole and absolute discretion of the relevant Merchant be accepted or rejected. A contract for the purchase and delivery of the items comprised in the Member's Order ("Product Contract") will only arise where the Member's Order is communicated to the Member as having been accepted by the relevant Merchant via the eStore Services and an order confirmation is issued to the Member. The Member shall not be entitled to cancel his/her Order and/or Product Contract upon confirmation. The Merchants may contact the Member to confirm the details of the Product Contract, any change in the Product Contract (for instance, due to unavailability), the price to be paid or any change thereof. Delivery Service Providers may contact you to confirm the details of the delivery, including the estimated delivery time. All Products are at the Member's risk of loss, damage, contamination, soiling or detention from the time the Merchant has appropriated the same in respect of the Member's Order, and in any event, from the time it is available for collection from the Merchant (whether by the Member or the Delivery Service Provider).
  3. Prices of Products may, for reasons such as technical issues, typographical errors or outdated product information supplied by the Merchants, be incorrectly reflected and in such an event the Merchants may cancel the Member's Order(s). Where applicable, Orders will include delivery fees and any applicable tax (e.g. goods and services tax, value-added tax, etc.).

4.6 Delivery / Self-Collection
 

  1. Delivery is only available for Singapore registered addresses and may be subject to additional terms and conditions of the Delivery Service Providers.
  2. The Member shall be responsible for ensuring that the details entered by the Member in respect of the Order on the eStore Services are accurate and complete. FPRM, Merchants and/or Delivery Service Provider shall not be liable:
    1. in the event of late delivery or non-delivery of Products by reason of erroneous or incomplete delivery details entered by the Member on the eStore Services; or
    2. in the event of late collection of the Product the Member ordered or non-collection of the Product the Member ordered by reason of erroneous collection details entered by the Member on the eStore Services.
    In the event any Product is unable to be delivered by reason of erroneous or incomplete delivery details entered by the Member on the eStore Services, the Member acknowledges and agrees that Frasers and/or Merchants shall have the right to require the Member to collect the ordered Products from the Merchant within 15 days from the date of notification that such self-collection is required or such other period as notified to the Member by the Merchant.
  3. If the Member opted for self-collection of the ordered Products, the Member shall collect the ordered Products from Merchant within 15 days from the date of the order confirmation or such other period as notified to the Member by the Merchant.
  4. If the Member:
    1. fails to accept or arrange for the acceptance of delivery of ordered Products at the time and place specified by the Merchant;
    2. fails to collect the ordered Products within the prescribed period referred to in Clause 4.6(b) or Clause 4.6(c); or
    3. purports to cancel the Product Contract following acceptance of the Member's Order,
    4. as the case may be, the Merchant, Delivery Service Provider and/or us/our logistics service providers (as the case may be) shall be considered to have fulfilled its delivery obligations (where applicable), be entitled to retrieve the ordered Products from the Delivery Service Provider and dispose of the ordered Products without liability to the Member. In such event, the Merchant shall also, at its sole and absolute discretion, have the right to cancel the Product Contract and/or refund to the Member any payment made (in part or in whole).

4.7 Alcoholic Beverages
 

  1. Persons placing an Order for alcohol from any Merchant must be at least eighteen (18) years old. Alcoholic beverages can only be sold and delivered to persons who are at least eighteen (18) years old. By placing an Order that includes alcohol, the Member confirms that the Member is at least eighteen (18) years old. The Delivery Service Provider will have the right to refuse to deliver or provide any alcoholic product to any person who at the time of delivery or collection, (i) does not appear to be at least eighteen (18) years old or (ii) cannot prove that he/she is at least eighteen (18) years old or (iii) is, or appears to be, under the influence of either alcohol or drugs at the time of delivery or collection and in such an event the Member agrees that FPRM, the Merchant and the Delivery Service Provider shall not be liable to make any refund to the Member for the payment already made by the Member.

4.8 Payment
 

  1. General: A Member may pay for a Product using any of the payment methods prescribed by FPRM from time to time, and all charges and/or fees are to be paid in accordance with specific instructions as may be prescribed on the eStore Services. The Member is solely responsible for all amounts payable associated with purchases he/she makes on the eStore Services.
  2. Additional terms: The Member must abide by any relevant terms and conditions or other agreement that governs the Member's use of any payment processing methods made available via the eStore Services, which are provided by third party providers as principals in their own right. By providing the Member's credit card, debit card or other payment method details, the Member authorises the payment gateway provider to charge the Member's credit card, debit card or other payment method account, upon the Member's confirmation of his/her purchase, the amount of the Member's Order, including all fees and taxes thereon. For the avoidance of doubt, FPRM will not be involved in the processing of such payments, or the acceptance of any funds from the Member, save where payment is made via Frasers Digital Gift Cards (as defined in Clause 4.8(c) below).
  3. Payment by Frasers Digital Gift Cards: A Member may also pay (or partially pay) for a Product using Frasers Property Gift Cards held in electronic form on the eStore Services ("Frasers Digital Gift Cards"). If a Member makes payment using Frasers Digital Gift Cards, the Frasers Property Gift Card Terms & Conditions set out at https://www.frasersexperience.com/fr-page.php?CategoryID=709 would apply.
  4. Payment methods: FPRM may from time to time, add, remove, modify or discontinue, temporarily or permanently, any payment processing method in its sole and absolute discretion.
  5. Failure to pay: If the Member fails to make any payment pursuant to the terms and conditions of the payment method elected or payment is cancelled for any reason whatsoever, then without prejudice to any other right or remedy available to the Merchant, the Merchant shall be entitled to cancel the Order and/or Product Contract or suspend delivery until payment is made in full.
  6. Refunds: Except as expressly set out under applicable exchange, replacement, return and/or refund policies as may be notified to the Member by FPRM and/or the Merchant, all sales are final, and no exchanges, returns, replacements or refunds are permitted. If an exchange, replacement, return or refund is granted for any transaction, the transaction and all other benefits granted may be reversed, and the Member further agrees to bear all taxes and other duties payable thereon (including in the case of bank transfers). You agree and acknowledge that any request for exchanges, returns, replacements or refunds are to be made to the Merchant directly, and FPRM is not responsible for any exchanges, returns, replacements or refunds of any Products.

4.9 Disclaimer and Exclusion of Liability
 

  1. In FPRM's capacity as operator of the App and the eStore Services, FPRM merely acts as a facilitator to provide a platform allowing Merchants and Members to come together for the sale and purchase of Products between Merchants and Members. The Member understands that any Order is subject to Product availability and location serviceability of Merchants and/or Delivery Service Providers, as well as these terms and any additional terms and conditions of the Merchants, including any specific handling, storage, consumption and/or other instructions as may be notified by the Merchants to the Member from time to time. The Member shall exclusively pursue any claims, loss or damage the Member may suffer relating to any Orders and/or delivery services against the Merchants and/or Delivery Service Providers directly and hold FPRM harmless against the same. In particular, to the maximum extent permitted by law, the Member agrees that FPRM:
    1. is not responsible for the fulfilment of any Order and/or any delivery services, and does not make any representation or warranty in connection therewith. All Products offered on the eStore Services are provided by the respective Merchants and all delivery services are provided by the Delivery Service Providers, and shall be subject to their respective terms and conditions;
    2. is not liable to the Member or to any third party for any loss or damage (including with respect to personal injuries) which may arise from or in connection with the Merchant's performance or non-performance of any Product Contract, including in connection with the nature, quality or fitness for the purpose of the Products (or due to any defect therein), or arising in any other way;
    3. does not make any warranty, representations or endorsements to the Member or other end-users / end-consumers as to the quality or nature or suitability of any Products. Descriptions, statements and any other information about Products displayed on the eStore Services are provided by Merchants are "as offered" by them. FPRM does not verify these descriptions or statements, and FPRM disclaims all warranties and representations in relation to any such Merchants and their Products. FPRM does not endorse any Merchants or Products featured on the eStore Services;
    4. FPRM does not have control over, and shall not be liable for the quality, safety, morality or legality of any aspect of the Products offered by any Merchants, the accuracy of the Products which are offered by the Merchants; and
    5. neither FPRM nor the Merchants warrant or represent that any Products are free of any and all traces of any allergens or that consumption of the same will not result in an allergic reaction. The Member's Orders may be packaged with Orders from other users at the time of collection/delivery, and such other Orders may contain allergens. The Member acknowledges that by placing Orders for any Products, the Member may be exposed to Products, including food or beverages that may cause an allergic reaction or injury, and in that regard, the Member on his/her accord and on behalf of other end-users / end-consumers hereby fully release and discharge FPRM and the Merchants and/or the Delivery Service Providers from any and all liability and/or responsibility to the Member or other end-users / end-consumers.

4.10 Customer Support
 

  1. Should the Member have any queries or complaints about the Products of the third party or its Merchants and/or Delivery Service Providers, please contact the third party, Merchants and/or Delivery Service Providers.
  2. For customer support in relation to the Member's Order and/or the eStore Services, please contact eStore_help@frasersproperty.com during the delivery hours between 8.30am and 6.00pm on weekdays excluding public holiday. In some cases, photographic proof and/or additional information may be required to properly investigate the issue with the Member's Order, Product Contract and review any refund request.

 

5. Personal Data Protection

5.1 It is a continuing condition of Member’s participation in the Programme that the Member agrees and consents to (a) the terms of FPRM privacy policy as amended from time to time, available at https://www.frasersproperty.com/privacy-policy (“Privacy Policy”), and (b) the terms of FPRM addendum to the Privacy Policy as amended from time to time, available at https://www.frasersexperience.com/privacy-policy-addendum (“Privacy Policy Addendum”). The terms of the Privacy Policy and Privacy Policy Addendum are incorporated into this Agreement by reference.

5.2 The Member may at any time withdraw his/her consent to the collection, processing and use of his/her personal data by giving FPRM prior written notice of such withdrawal of consent. Please refer to the Privacy Policy for more information on how to do so. The Member agrees and acknowledges that if the Member withdraws his/her consent to the collection, processing and the use of his/her personal data, FPRM will not be able to administer the Member’s benefits and privileges under the Programme. Upon any such withdrawal of consent, the Member’s entitlement to participate in the Programme shall terminate in accordance with Paragraphs 5.3 and 5.4 below.

5.3 Within thirty (30) working days of FPRM's receipt of the Member’s written notice of withdrawal of consent pursuant to Clause 5.2 above, the Member’s Programme membership and entitlement to benefits and privileges under the Programme shall terminate in accordance with these FRx Terms. Upon termination, FPRM shall be released and discharged from any further obligations to the Member.

5.4 If the Member withdraws his/her consent pursuant to Clause 5.3 above and/or terminates his/her Membership at any time and for any reason, all unused Frasers Points and Redeemable Rewards shall automatically be cancelled and no longer be available for use by the Member. Upon such termination, the Member’s Frasers Experience Membership Account shall cease to be valid with immediate effect and the Member shall also immediately cease to be entitled to any other benefits and privileges under the Programme.

6. Downtime of the App

6.1 In the event of downtime of services available through the App:

  1. Members can approach the Customer Service Counter at any Frasers Property Mall with their purchases receipt(s) within 7 days, or within the grace period determined by FPRM from time to time; or
  2. Members can return to the respective retailer outlets with purchase receipts made during the downtime, for retrospective Frasers Point earning within 7 days.

7. Termination

7.1 The Member may terminate his/her membership at any time by giving FPRM fourteen (14) working days’ notice in writing.

7.2 FPRM may at its absolute discretion, without prior notice to the Member, suspend or terminate the Programme (in whole or in part) for any reason whatsoever as it deems fit, including but not limited to doubtful or non-genuine activity. FPRM also has the absolute discretion to immediately bar, terminate, change, suspend or cancel the membership or impose additional conditions on the usage of the App. Any failure or delay in taking such actions shall not constitute a waiver of its rights to enforce these FRx Terms.

7.3 If the Programme is suspended or terminated for whatever reason, FPRM shall not be liable to the Members for any losses or damages suffered or that may be suffered by the Member arising either directly or indirectly from the suspension or termination of the Programme.

8. Miscellaneous

8.1 Any notice to be given to the Member shall be deemed to have been properly given if sent by prepaid post, email, SMS or any one form of communication mode last recorded in the FPRM database system.

8.2 FPRM shall not be responsible for (a) withdrawals of any of the FRx Merchants from the Programme, (b) Frasers Points and/or benefits cancellation caused by withdrawals, or (c) changes or discontinuance of the FRx Merchants which may affect the Frasers Points and/or benefits offered. The list of FRx Merchants are subject to change at any time without notice.

8.3 FPRM shall be entitled to, at any time and without the consent of or notice to the Members, assign or transfer the whole or part of its rights and obligations in relation to the Programme to any other person or entity.

9. Limitation of Liabilities

9.1 For the avoidance of doubt, Clauses 6 to 8 of the App Terms of Use will apply in relation to each Member's participation in and use of the Programme, and in particular, FPRM will not be liable for any claim, damage or loss of any kind of any nature whatsoever caused and howsoever arising as a result (direct or indirect) of or otherwise in connection with each Member's participation in and use of the Programme.