MyClub FAQ's

1. What is MYCLUB?

MYCLUB is the Customer Engagement Program of the MAF Group.

2. What are the membership benefits?

  •  A fully digital, card-less program, so no headache of carrying any card
  •  Free membership for life with no expiry (accounts can be closed after 12 months without being used)
  •  No transaction required to become a member
  •  The chance to earn points even during sales and promotions
  • Exclusive offers, including special invitations to in-store activities and other exciting offers

 

3. How do I become a Member?

  • Download the “Carrefour Kenya” mobile App
  • Register an account and create your digital MyClub Card
  • You are a member now!

 

Membership

Anyone can become a member, including all MAF staff, through the above-mentioned way. You can start collecting points on each and every purchase you make through MYCLUB.

Smartphone Registrations

All smartphone owners can download the App through the Google Play or Apple Play store by typing Carrefour Kenya app’. The accepted versions of software are Google 4.4, iOS 9 and newer versions. Once you download the App, you can activate your e-card by registering it, and can start collecting points immediately on your purchases.

What are the mandatory fields I have to give for my registration?

The mandatory fields are:

 First name, Last name, Mobile number, Email address, Nationality, Gender and Date of Birth

4. Is there a minimum spend amount or a joining fee required to become a member?

No, membership to MYCLUB is free for life. Just download our App and you're ready to enjoy the program.

5. Can I have more than one account?

No, you can have only one individual account.

6.Is it possible to link the accounts so that we do not have separate accounts for the same household? i.e. a husband/wife can register the account and give his credentials to the other party.

Yes, it is possible! In order to create a joint account, please follow the following steps:

  • 1 person in the household registers on the MYCLUB app, select “get new Card” and gets attributed a MYCLUB card barcode/number.
  • The second person then register and selects “Add existing card”, enters the card number that was allocated to the first member who registered and follow the process to attach the card to his/her account.

 

7. What are the benefits of the membership?

You earn points every time you spend with us which can be redeemed at once you reach the redemption limit.

You receive special vouchers and you are informed in real time of all the offers happening in all Carrefour stores in Kenya

8.How do I earn rewards?

There are 2 ways to earn points:

  • On each KES spent in the stores you will earn points at a rate of 100KES = 2.5pts (1 KES = 0.025 pts)
  • In addition, regularly (bi- weekly or monthly), selected products and brands will be higlighted in MYCLUB offers.  On those special offers you will earn at least 1 pt for each  1 KES spent … and sometimes even more!

Be sure to identify these items in the store to start earning points. The offers will be published in our weekly leaflet, Carrefour Kenya website and in Carrefour Kenya social media pages.

9. How soon can I have my points credited to my account? Or how soon can I see my points in my account?

On a smartphone you can see it in near real time

10. Can I collect points without my Virtual Card?

No you cannot collect any points unless you have a BARCODE on the App. It’s a security feature against misuse and therefore must be presented during the checkout for smartphones.

11. What if I want to see my transactions to know how I have earned my points?

If you have a smartphone, you can see the last 10 transactions on your App.

12. Are there any exceptions on which I don’t earn points?

Members cannot earn points when purchasing the following items:

Telephone airtime, Tobacco, Tobacco supporting accessories, Gift cards, Jewelry & watches, existing (extended warranty) and future services and the voucher attached to the redemption of an empty plastic water bottle.

13. How do I redeem my rewards?

Once the customer has reached the redemption limit i.e. 10,000 points / KES. 1000, the customer scans his phone at the cash counter and chooses if he/she wants to redeem and the number of points to redeem

14. Is there any exception to the expiry rule?

No there is no exception to the expiry rule for anyone.

15. Can someone else redeem my points?

Point redemption can only be done by the owner of the program by presentation of his bar code at the cash counter

16. Can points be redeemed for cash?

No, points can only be redeemed for in store rewards.

17. Do I earn points on my vouchers or when I spend them?

Yes, you do. So as a member you are always earning!

18. Can I modify the information I have given during membership?

Yes, you can do the same at any time on the App or web portal Except Title, Date of Birth, country of residence and Nationality.

19. What happens if I lose my phone?

If you lose your phone but the number remains the same then you just download the app again and all your details will remain the same. In case you have a new number, you just update it on your profile page on the App.

20. If I travel or don’t use my membership continuously or for a long period of time does it get cancelled or de-activated?

Membership for MYCLUB is for life. Once you become a member, you always remain a member.

21. What happens if I cannot access my membership on my App?

Please contact the Call center or visit any Carrefour store for assistance.

22. What if I am missing points?

The chances of such a situation arising are very rare, but if it does happen, please visit a Carrefour Kenya store nearest to you and they will be uploaded on your account once you present the receipt of your transaction and it is verified that no point was allocated for this receipt.

23. What if I don’t collect points at the cash counter, can I collect it later with my receipt

Yes, points can be collected after purchase just visit any Carrefour Kenya store to have the points manually added for you. This should be no later than 7 days after your purchase.

24. Is there a minimum age limit to becoming a member?

Yes, the minimum age limit is 18 years.

25. What is the return policy on the program?

When refunding or exchanging an item, the points credited upon purchase will be deducted from your account. In case of insufficient points balance, the difference will be deducted from the item refund.

26. Do I need an internet connection to use the App?

You need an internet connection to download the MYCLUB App, see your points and for Transactions and Group Services.

Please note that all Carrefour stores are equipped with Free Wi-Fi so that you do not need to use your own data.

However, on the POS when you are paying, no internet connection is needed.

27. The App asks for personal information. What about my privacy?

Your privacy is important to us. We restrict access to non-public personal information about our members and maintain strict procedural safeguards to protect it.

28. Where can I find the terms and conditions for the membership?

Please look into the Terms and Conditions on the MYCLUB app, website or leaflets within the stores.

29. What if I forget my password?

The same can be reset on the App or online by following the simple steps outlined.