App terms and conditions

You have provided us with your phone number and payment card number because you are part of our Loyalty App Program (Ole & Steen Loyalty). We use your phone number to identify you and your payment card details make it possible for us to automatically reward your loyalty with bakery and coffee rewards. Your shopping history is saved in our Loyalty App as receipts so that you have an overview of your transactions. Don’t forget that your payment card details are encrypted via NETS – we do not have access to this information.

NOTE: When you download our app, you will be asked to add you payment card to your “My profile” section. We ask you to input your card details and these are stored on our behalf by a 3rd party to keep these safe. Why? We do this in order to recognise when you make a payment with your bank card or Apple/Google Pay device. This means you will never miss a chance to collect Bakery Points and Coffee Stamps when you visit us.

In order to check your card details are correct, when you place a Click & Collect order through our app, a token amount may show as a pending transaction in your online banking. This is done as a verification check but rest-assured, we won’t ever debit your account for this transaction. Instead, the transaction will disappear from your pending transactions online – usually in around 10 working days.

You can read the full terms & conditions below. If you no longer wish to be part of Ole & Steen Loyalty, you can at any time let us know by emailing app@oleandsteen.co.uk and we will delete your Loyalty account.

1. General
Danish Bake UK Limited of 17-18 Aylesbury Street, London, United Kingdom, EC1R 0DB trading as Ole & Steen (“us” or “we”) offers a loyalty program on food and drinks bought at the physical Ole & Steen stores in the UK (our “Stores”).

1.2 The trademark "Ole & Steen" is owned by Lagkagehuset A/S, CVR 20213094, Dortheavej 10, 2400 Copenhagen NV, Denmark.

2. Who can participate
2.1 Private individuals residing in the UK who are 18 years of age or above are eligible to participate in the loyalty program. Participation is free and does not require purchase of our products.

2.2 To become a member of our loyalty program you must have a mobile phone number and a debit or credit card. We use your debit or credit card to record your purchase activity in order to record your rewards.

3. Registration and membership
3.1 You can sign up in any Store or through the Ole & Steen mobile app via the App Store or Google Play (the “App”).To sign up to the loyalty program you are required to provide personal and contact information (such as your name and phone number) as well as register the payment card(s) you want to use in Stores.
Most regular payment cards can be linked to your profile, such as VISA, MasterCard, VISA electron, American Express, etc. You may also use Apple Pay or Google Pay.

3.2 Storebox, which is part of NETS, is responsible on our behalf for security with respect to the payment card information and data you provide to us.
We will not be in possession of your payment card information. Storebox alone will store and handle it. Storebox stores such information in a PCI compliant environment. The systems which contain payment card data are tested by external security experts. For further information visit https://en.storebox.com/
You may also potentially store payment card information in the App on your mobile phone in accordance with clause 6 in these Terms and Conditions.

3.3 Any changes to your personal information or your payment cards can be updated directly by you via the App. If you wish to change the mobile number associated with the loyalty program you must send details of the request to: app@oleandsteen.co.uk.

3.4 To log in to your account you will only need the 4-digit code which we will send to your mobile.

3.5 You can deregister from the loyalty program at any time by withdrawing your approval to our Privacy Policy, by deregistering via the functionality in the App, or by sending an email, including your mobile number, to mail@oleandsteen.co.uk. At deregistration you will forfeit all registered points, bonuses you have accrued and lose the opportunity to redeem any rewards forthwith. Once you have deregistered it will not be possible to reestablish such records.

3.6: Forfeiting earned bonuses, rebates, rewards, etc.:
Please note, that any earned bonuses, rebates, rewards, etc. are valid for a period of 1 year from the time you earned the points/were awarded the relevant bonus, rebate, reward, etc. However, from time to time there may be campaigns of shorter duration. Further, all registered points, bonuses etc will be forfeited if and when you de-register from the loyalty program as described in clause 3.5.

3.7: If you have earned points, rewards, bonuses, vouchers etc. prior the launch of this version of the terms, the following apply: For any £100 already spent you have earned a trademark “social” pastry or two loaves of bread, which must be redeemed within current month plus 6 months from the date of the launch of this version of the terms. For any additional amounts spent, or aggregate amount spent below £100, such will be converted into points, which are valid and must be redeemed within current month plus 6 months from the date of the launch of this version of the terms.

4. How does it work
4.1 When you use your registered payment card(s) for buying/shopping in Store we will collect information about the amounts you spend with registered payment card(s) These purchases are converted into points, which you may use for purchases with Ole & Steen. The points you earn related to a particular purchase are valid for a period of current month plus 1 year, after which they expire automatically.

5. Purchases through the App
As and when our Ole & Steen “Click & Collect” feature in the App becomes active, clauses 5-7 herein shall apply.

5.1 When you purchase through the App the payment is reserved on your credit card/method of payment at the time you place the order. We deduct the amount from your card at the agreed time of pick-up of your order, regardless of whether you are delayed in collecting your order, or whether you do not collect your order, as we cannot sell our products to others once they have been prepared for you.

5.2 When you are using the App you will be asked which Store you will pick up your goods from. Once selected, this will be the Store where your purchase will be waiting for you.

5.3 You will choose the time and date for pickup of the order. Your order will typically be available within 5 minutes of the chosen pick-up time. Should the order not be ready for pickup at the Store you have chosen, we will pack and ready the order as soon as we can after you arrive in the Store.

5.4 You can track your purchases made through the App by clicking “buy online” in the bottom right hand corner. Here you will see a digital receipt of every purchase made by clicking “previous purchases”.

6. Cancelling App purchases
6.1 Please make sure that you are happy with your order before you submit it. Due to the fact that we will be making your order fresh, and the goods are “perishable”, we are unable to offer refunds if you wish to cancel an order.

7. Terms for storing payment card information in the App
7.1 You have the option of storing your payment card information in the App to make ordering more convenient. Any such information will be stored for the sole purpose of paying for purchases made through the App, once the ability to make payments through the App has been activated as referred to in clause 5.1 herein.
For further information about how we use and store the information that you save to the App please see our Privacy Policy

7.2 In order to use your payment card to order/purchase/pay for products via the App you must provide separate consent for this. You do this by clicking “activate payment” for the payment card in the “my profile” section which you find in the menu.

7.3 When the payment card has been activated for payment the payment card in the App will be marked “may be used for payment in the App”.

7.4 Information stored on the App can be erased at any time. Simply click the card you want to erase under the “my profile” menu and choose “delete card” (note: you will not lose points or rewards you have earned).

7.5 By permitting the App to store encrypted information you facilitate an exchange of payment card information from Storebox/NETS linked to your payment card and thereby enabling placing of orders and purchases via the App. Your payment data will be used to pay for purchases via the App.

7.6 As a precaution, all payment card information saved to the App may be erased or anonymized if it is not used for a period of 24 months.

7.7 If you choose to store your credit or debit card information please be aware that there is an increased risk of misuse of your payment card if you give other people access to the App.

7.8 The App allows you to view your purchase history. You find your purchase history by clicking the “Buy online” symbol in the lower right-hand corner. You then find your purchase history by clicking the “Receipts” tab where you will also find invoices for your past purchases.

7.9 You may contact us at any time with any written objections you may have by contacting us as per the details stated in clause 11.

8. Give a gift
8.1 You can purchase a gift, which consists of one or more Ole & Steen products, which you can give to a person you know. In the Ole & Steen app you can see which gift(s) you can give. Amongst other because the gift options may be seasonal products, or campaigns, there will be an expiry date for when the gift should be collected in a physical Ole & Steen store.

8.2 The recipient of the gift(s) must be member of the Ole & Steen app/universe and have downloaded and accepted the terms and conditions version 1.9 or later of the Ole & Steen app to be able to receive the gift(s).

8.3 You purchase the gift(s) through the Ole & Steen app and choose the recipient. The recipient will receive a notification through his/her Ole & Steen app. Thereafter, the recipient can collect the gift(s) in an Ole & Steen store of the recipient’s choice.

8.4 You give the gift(s) by first selecting the gift(s), thereafter you chose the recipient by inserting the person’s telephone number, thereafter you accept the purchase by paying.

8.5 Within the expiry date for the relevant gift option, you decide when the receiver of the gift receives the gift in the person’s Ole & Steen app, e.g. the day of a birthday, anniversary, etc. And you can write a personalised message to the recipient, which he/she receives on the same day as the gift(s).

8.6 If the recipient is not member of the Ole & Steen version 1.9 of the app or later, you will be informed that the gift cannot be purchased.

8.7 We withdraw the amount from your account on the date you have chosen as the date of giving the gift through the Ole & Steen app. The payment will not be reversed should the recipient not collect the gift(s) before the expiry date.

8.8 As this is a gift, and not a gift card or a voucher, neither you nor the recipient can convert the gift(s) into cash or other products. However, you may cancel the purchase up until the time where the recipient collects the gift in an Ole & Steen, or until the expiry date, whichever is earlier, by writing to mail@oleandsteen.co.uk. As the gift is a food product, you cannot cancel the purchase after it has been collected at an Ole & Steen store.

8.9 As member of the Ole & Steen app/universe you accept to be able to receive gift(s) from other members of the Ole & Steen app/universe in accordance with these terms and conditions.

9. Consumer Rights
9.1 None of these terms and conditions affects any of your statutory rights as a consumer.

10. General
10.1 The rewards earned on the loyalty program are personal to you and may not be sold, transferred or assigned to anybody else without our express permission.

10.2 Whilst we will always try our best to provide your reward straight away, rewards are always subject to availability at the time in the Store in question.

10.3 We reserve the right to terminate your account and your participation in the loyalty program if we believe that you have breached these terms and conditions or that the use of your account is unauthorized, fraudulent or otherwise unlawful.

10.4 We also reserve the right to “unregister” you if your account has been inactive for 24 consecutive months. “Inactive” means that you have not used the loyalty program during that period of time.

10.5 We at all times reserve the right to terminate, discontinue, cancel or amend the loyalty program at any time, in our sole discretion and without any prior notice to you.

10.6 You have the right at any time to cancel your participation in the loyalty program by sending an email to app@oleandsteen.co.uk or via the app in the “my profile” menu, simply click “cancel membership” at the bottom of the page. Further, your participation in the loyalty program will automatically be cancelled, if you deregister your approval of our Privacy Policy.

10.7 Any changes made to the loyalty program will be communicated to you through the App or via an SMS. Changes will be considered as accepted if you continue to use the App after we have notified you of any change. In the event a change concerning personal information to which consent is required, we will seek such consent from you in accordance with applicable data protection legislation as in force from time to time.
10.8 These terms and conditions and any matters arising out of them shall be governed by English law and the laws of England and Wales shall have exclusive jurisdiction in respect of any matter arising out of them.

11. Contact and complaints
11.1 If you have any questions or complaints about the loyalty program please contact: mail@oleandsteen.co.uk