SUSU Plus Terms of Use and Loyalty Scheme Terms
Effective date: August 2026
Version: 1.0
These terms govern your use of the SUSU Plus mobile application (the App), your SUSU Plus account and the loyalty scheme, points, stamps, rewards and offers made available through it (together, the Services).
Please read these terms carefully. By creating an account or accepting these terms in the App, you agree to be bound by them. If you do not agree, you should not create an account or use account-only features.
1. Who we are and how to contact us
The App and loyalty scheme are provided by University of Southampton Students’ Union (**SUSU**, we, us or our).
SUSU is a company limited by guarantee registered in England and Wales (company number 8034371) and a registered charity (charity number 1148683). Our registered address is:
University of Southampton Students’ Union
Building 42
University Road
Southampton
SO17 1BJ
PepperHQ Limited supplies and operates the App platform on our behalf.
For questions, technical support or complaints, email susuplus@soton.ac.uk.
2. Eligibility and accounts
1. The App is available to all eligible SUSU customers. Certain Rewards, offers, and promotions may only be available to users aged 18 or over. The App and loyalty scheme are intended for use in the United Kingdom.
2. You must provide accurate, complete and current information, including your correct date of birth. You must update your information if it changes.
3. An account is personal to you. You must not create an account for another person, share your account, transfer it, sell it or allow another person to use it.
4. You must take reasonable steps to keep your account and device secure. Tell us promptly if you believe your account has been accessed without permission.
5. We may limit the number of accounts associated with one person, email address or device and may merge or close duplicate accounts where reasonably necessary.
6. Some App content may be available without an account, but you need an account to access loyalty features.
3. Licence to use the App
Subject to these terms, we grant you a personal, limited, non-exclusive, non-transferable and revocable licence to install and use the App on a compatible device for your own non-commercial use.
Your use of an App downloaded from an app store may also be subject to that store’s terms. If those terms conflict with these terms, the mandatory app-store terms will apply to the extent of the conflict.
4. The loyalty scheme
1. The App may allow you to collect points, stamps or other loyalty credit (**Points**) and receive offers, discounts, free items or other benefits (**Rewards**) at participating SUSU venues.
2. The App will show the current rules for earning Points, including the qualifying products, venues, transaction values or activities. Different products, venues or promotions may have different earning rates.
3. Points and Rewards are promotional benefits. They have no cash value, cannot be exchanged for cash and cannot be sold, transferred or assigned to another person.
4. Points may take a reasonable time to appear after a qualifying transaction. The balance shown in the App may be adjusted where a transaction is cancelled, refunded or reversed, or where Points were added through error, fraud or misuse.
5. You may be asked to present or scan the App before payment or within another stated period. We are not required to add Points retrospectively where the account was not presented as required, but we may do so at our discretion if you provide satisfactory evidence of the qualifying transaction.
6. Points and Rewards can be earned and redeemed only at participating venues and in accordance with the conditions displayed in the App.
7. We may set reasonable limits on how many Points or Rewards can be earned or redeemed in a transaction or period. Any applicable limit will be shown in the App or with the relevant promotion.
8. Points and Rewards cannot normally be used with another promotion or discount unless the relevant offer states otherwise.
5. Rewards and offers
1. A Reward may be issued automatically when you meet stated conditions or may be awarded as part of a promotion, birthday offer or other campaign.
2. A Reward must be redeemed exactly as described in the App. It cannot be exchanged for another item or benefit unless the Reward expressly permits this.
3. A Reward is for one-time use unless its displayed terms say otherwise. Once redeemed, it will be removed from your account.
4. Rewards may be subject to availability, participating venue restrictions, opening hours, expiry dates, product exclusions and other conditions displayed with the Reward.
5. Where the specific terms displayed with a Reward conflict with these general terms, the specific Reward terms take priority for that Reward.
6. We may withdraw or correct a Reward where it was issued because of an obvious error, fraud, misuse or a reversed transaction. Otherwise, we will not remove an already-earned Reward without a reasonable basis.
7. If an advertised item is unavailable, we may offer a reasonable alternative, but we are not required to do so where the Reward specifies a particular item.
6. Birthday and age-restricted offers
1. We use the date of birth registered to your account to determine your eligibility for birthday Rewards and age-restricted promotions.
2. To prevent misuse, we may restrict changes to your registered date of birth and may ask you to contact us to correct it.
3. The date of birth entered in the App is an age-screening measure and is not proof of age.
4. You must not attempt to access or redeem an age-restricted promotion if you are not legally eligible to do so.
5. When purchasing or redeeming a Reward for alcohol or another age-restricted product, you may be required to show acceptable identification. SUSU’s usual age-verification procedures, including Challenge 25 where applicable, continue to apply.
6. A Reward does not guarantee that an age-restricted sale will be completed. Our staff may refuse a sale where satisfactory proof of age is not provided or where they are otherwise required or entitled to refuse the sale.
7. Expiry and inactive accounts
1. A Reward expires on the date shown with it in the App. An expired Reward cannot be redeemed.
2. Any expiry period applying to Points will be shown in the App. We will not retrospectively shorten the expiry period for Points already earned without a reasonable basis and reasonable notice.
3. If your account is entirely inactive for 12 months or more, we may close it. Closing an inactive account will cause unused Points and Rewards to expire. Where reasonably practicable, we will notify you in advance and provide a reasonable opportunity to use them.
4. Activity may include making a qualifying purchase, earning or redeeming Points or Rewards, checking in, or another loyalty interaction recorded in the App. Merely receiving a marketing message does not count as account activity.
8. Refunds, returns and corrections
1. If a purchase that earned Points or a Reward is refunded, cancelled or charged back, we may remove the corresponding Points or Reward.
2. If a Reward was used as part of a refunded transaction, the Reward will not automatically be reissued. We will consider reissuing it where appropriate, taking account of the reason for the refund and whether the Reward remains valid.
3. We may correct an inaccurate balance caused by a technical or administrative error. We will act reasonably and, where the correction materially reduces your balance, explain the correction on request.
4. If you believe your balance or Reward history is incorrect, contact us with relevant details and evidence so that we can investigate.
5. Where reasonably possible, requests relating to missing Points, Rewards or qualifying transactions should be reported within 30 days of the transaction date. We will still consider later requests but may be unable to investigate where relevant records are no longer available.
9. Location and check-in features
1. Some features may require permission to access your device’s location, for example to confirm that you are at or near a participating venue when you choose to check in.
2. The App is intended to use location information only for validation of the relevant location-based activity and does not require continuous background location tracking.
3. You can refuse or withdraw location permission through your device settings. Location-dependent features may then be unavailable, but unrelated App functions will continue to work.
4. Attempting to falsify your location or check-in activity to obtain Points or Rewards is a breach of these terms.
10. Acceptable use
You must not:
• use the App or Services unlawfully, fraudulently or for commercial resale;
• impersonate another person or provide deliberately false account information;
• interfere with the App, its security, or any system or network used to provide it;
• attempt to gain unauthorised access to an account, data, service or system;
• introduce malware or other harmful material;
• automate, manipulate or falsify purchases, check-ins, Points, Rewards or redemptions;
• copy, modify, distribute, decompile, reverse-engineer or create derivative works from the App except to the extent expressly permitted by law; or
• infringe our rights or the rights of another person.
11. Suspension and termination
1. We may suspend an account while we reasonably investigate suspected fraud, misuse, a security incident, an obvious account error or a material breach of these terms.
2. We may terminate an account if we reasonably conclude that there has been fraud, serious or repeated misuse, a material breach of these terms, a threat to the App or another user, or where termination is required by law.
3. Where appropriate, we will tell you the reason and give you an opportunity to provide relevant information. We may act immediately where necessary to protect users, the App, SUSU or another person, or to comply with the law.
4. Points or Rewards obtained through fraud, misuse or error may be removed. Legitimately earned Points and Rewards will not be removed merely because we investigated an account and found no breach.
5. You may close your account through any account-deletion function provided in the App or by emailing susuplus@soton.ac.uk. Unless the App states otherwise, deleting your account permanently removes any unused loyalty rewards and points. These cannot normally be reinstated once account deletion has been completed.
6. Account deletion and the retention of related information are explained in the SUSU Plus Privacy Notice.
12. Changes to the App or loyalty scheme
1. We may change the App, participating venues, earning rules, redemption rules or available Rewards to improve the service, respond to operational requirements, prevent misuse or reflect legal, technical or commercial changes.
2. Minor or beneficial changes may take effect when published in the App.
3. Where a change is likely to materially disadvantage users, we will give reasonable advance notice through the App, by email or by another appropriate method, unless an urgent change is needed for legal, security or fraud-prevention reasons.
4. We will not normally apply a disadvantageous change retrospectively to Points or Rewards already earned.
5. We may end the loyalty scheme. Where reasonably practicable, we will give advance notice and a reasonable opportunity to redeem existing Points and Rewards before the scheme closes.
13. Availability and technical issues
1. We aim to keep the App and Services available, but we do not promise that they will always be uninterrupted or error-free. Maintenance, internet or device problems, venue systems and events outside our reasonable control may affect availability.
2. We do not guarantee that the App will work with every device, operating system or software version. App-store information may describe current compatibility requirements.
3. If a technical failure prevents a transaction or redemption, contact us. We will take reasonable steps to investigate and, where sufficient evidence is available, correct an account or restore an eligible Reward.
4. Information such as opening hours, product availability and participating venues may change. Check directly with the venue where the information is important to your visit.
14. Intellectual property
1. We or our licensors own the App and its content, including software, designs, graphics, logos, icons, text, audio and video, except for content that you provide or that is owned by another party.
2. These terms do not transfer any intellectual property rights to you. You may use the App and content only as permitted by the licence in section 3.
3. You retain ownership of content you submit, such as a profile photograph or feedback. You give us a non-exclusive, worldwide and royalty-free licence to host, reproduce and use that content only as reasonably necessary to provide, secure and improve the Services or respond to your communication. This licence ends when the content is deleted, except where continued retention is permitted by law or reasonably required for an existing legal claim.
15. Third-party services and links
1. The App may contain links to websites or services that we do not control. Their own terms and privacy notices apply. We are not responsible for their content or operation, but this does not exclude responsibility that the law places on us.
2. Promotions, competitions, prize draws and surveys made available through the App may be subject to additional terms and conditions. Where additional terms apply, they will be made available with the relevant promotion and will take precedence where they conflict with these general terms.
16. Our responsibility to you
1. We will provide the App and Services with reasonable care and skill.
2. We are responsible for loss or damage that is a foreseeable result of our breach of these terms or our failure to use reasonable care and skill. Loss is foreseeable if it was an obvious consequence or if both you and we knew it might happen when you accepted these terms.
3. The App is provided for personal and non-commercial use. We are not responsible for business losses, including loss of profit, business, contracts, goodwill or opportunity.
4. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, breach of your statutory rights, or any other liability that cannot lawfully be excluded or limited.
5. Nothing in these terms affects your statutory rights as a consumer.
17. Privacy
Our SUSU Plus Privacy Notice, available in the App, explains how we collect and use personal information, including purchase history, date of birth, location information and marketing preferences.
18. Changes to these terms
1. We may update these terms to reflect changes to the App, loyalty scheme, law or our operational requirements.
2. The current version will be available in the App. We will give reasonable advance notice of a material change, unless it must take effect sooner for legal, security or fraud-prevention reasons.
3. A change will not retrospectively remove legitimately earned Points or Rewards except where reasonably necessary to correct an error, address fraud or misuse, or comply with the law.
4. If you do not wish to accept a material change, you may stop using the App and close your account. Where reasonably practicable, you will have an opportunity to redeem existing Points and Rewards before the change takes effect.
19. General
1. If we delay enforcing these terms, we may still enforce them later.
2. If any provision is found to be unlawful or unenforceable, the remaining provisions will continue in effect.
3. We may transfer our rights and obligations under these terms to another organisation, but only where this does not reduce your rights. We will tell you if this happens.
4. You may not transfer your account or your rights under these terms to another person.
5. These terms are between you and us. No other person has a right to enforce them, except where applicable app-store terms expressly provide otherwise.
6. These terms and communications about them are in English.
20. Law and disputes
These terms are governed by English law. If you are a consumer, you retain any mandatory protections provided by the law of the part of the United Kingdom in which you live. You may bring proceedings in the courts available to you under applicable law.
Please contact us at hello@susu.org first if you have a complaint so that we can try to resolve it.
