Tealive Malaysia

FAQ

Tealive Rewards is a special loyalty program made for Tealive customers to earn exclusive benefits and rewards at Tealive. When you download & register the Tealive App, you will automatically become a member. As a member, you will get exclusive perks and treats available only to the club members.

Welcome Offer

Does Tealive app has Welcome Offer for new users?

From 14 August 2023 onwards, new user can enjoy first 5 drinks at RM5 only (limited to drinks below RM7.70 only). This welcome voucher will be auto push to your account and each transaction user is allowed to apply One (1) voucher only, and total 5 vouchers will be push to your account. Loob Holding Sdn. Bhd. reserves the right to change or update the Terms and conditions of this voucher at any time.

Where is the voucher stored?

You can view your Welcome Offer in the “My Vouchers” page under "Rewards" tab in the app.

What is the validity of the Welcome Offer?

Welcome offer voucher is valid for 3 months from your registration date.

Why didn’t I receive the welcome offer?

Please contact Tealive customer service team for assistance.

Tpoints

How do I earn Tpoints?

You get Tpoint for every RM1 spent through Tealive App or in-store purchases. Please flash your membership barcode to earn Tpoint for in-store purchase.

How much Tpoints will I earn?

Starting from 9th October 2023, Tealive members will get either 2, 3, or 4 Tpoints for every RM1 spent, depending on their membership level.

Tier	Points Earned for every RM1 Spent (Starting from 9 October 2023)
Bronze	2 TPoints
Silver	3 TPoints
Gold	4 TPoints

Where can I check my current Tpoints status & Tpoints validity?

Tpoints status can be viewed on the homepage “Member summary section” or you can also view it in the “Reward” page. Top portion of Reward page will show your current Tpoints together with the validity.

When will my Tpoints reflected after each purchase?

Tpoints will be reflected within 30 minutes after each purchase.

Why my Tpoints didn’t appear in my account after purchase?

If your Tpoints does not reflect after 30mins from your purchase, please contact our customer service team for assistance.

How do I track my Tpoints progress to next Tier?

You can track your current Tpoints & Status from Tealive app, under Homepage & Reward page. From there you will be able to see what’s the Tpoints required to advance to next tier.

Balance Tpoints & Expiration

Please note that the left and right Tpoints will not always equal the sum of 'balance Tpoints'.

Instead, the left and right Tpoints will always be less than the total of 'balance Tpoints'. This is because the Tpoints expiration only shows the closest 1 month before the current month and the current month.

For example, if certain Tpoints are set to expire in May, June (current), and July, the dashboard will show May (left) and June (right).

Hence, the display of 0 Tpoints on the left and right can indicate that there are no expirations in the closest 1 month before the current month and the current month.

Will my Tpoints expire?

Yes, Tpoints will expire 12 months from the earned date. Scenario example:

Customer	Date Tpoint Earned	Points Expiry Date
Spent RM10 & Earns 20 Tpoints.	1st Jan 2023	20 Tpoints expire on 1st Jan 2024
Spent RM20 & Earns 40 Tpoints.	14th Aug 2023	40 Tpoints expire on 14th Aug 2024
Spent RM8 & earn 16 Tpoints	1st Dec 2023	16 Tpoints will expire on 1st Dec 2024

Member Tier

What is a Member tier?

Member tier is a level that determines the benefits you enjoy as a member. The higher your tier, the greater the benefits. Tealive member tiers consist of 3 tiering which are Bronze, Silver & Gold.

How do I maintain my Tier?

You will need to earn enough Tpoints as required within three months from your last transaction date.

Tier	Tpoints required to maintain your current tier
Silver	300 pts
Gold	700 pts

How do I upgrade my tier?

Earn the required amount of accumulated Tpoints (refer table below) to upgrade your member tier.

Tier	Tpoints required to upgrade
Bronze	-
Silver	301pts - 1000pts
Gold	1001 pts and above

In what situation my tier will be downgraded?

Yes. If you don't earn enough Tpoints in 3 months, your tier will go down by one level.

For example; you're in the Silver tier, and you don't earn at least 300 Tpoints in three months; then, you'll move down to the Bronze tier. Gold members, on the other hand, will drop to the Silver tier if they don’t earn a minimum of 700 Tpoints within three months from their last transaction date.

Scenario for Silver Members

Customer last transact with Tealive in Dec 2022:

Scenario A
If customer successfully collect minimum of 300 Tpoints by 31 Mar 2023, tiering will maintain at Silver in April 2023.

Scenario B
If the Tpoints earned is under 300 by 31 Mar 2023, membership tiering will downgrade to Bronze in April 2023.

Scenario for Gold Members

Customer last transact with Tealive in Dec 2022:

Scenario A

If customer successfully collect minimum of 700 Tpoints by 31 Mar 2023; tiering will maintain at Gold in April 2023.

Scenario B

If the Tpoints earned is under 700 by 31 Mar 2023; membership tiering will downgrade to Silver in April 2023.

Scenario C
If the Tpoints earned is under 300 by 30 Jun 2023; membership tiering will downgrade to Silver in July 2023.

I am qualified to move to next tier, but the tier hasn’t changed?

Your new member tier will reflect within 24 hours if you are qualified to next tiering. If your member tiering does not reflect after 1hour from your purchase, please contact our customer service team for assistance.

For instance: Customer A today is Bronze customer with points 270, and if customer spent RM20 on the same day, he/ she will earn 40 points (270points + 40 points = 310 points), his/ her tier will be upgraded into Silver within the next 24 hours.

Tealive Credits

How do I reload my Tealive Credits?

You can reload Tealive credits via the Tealive App.

Where can I use Tealive credits?

Tealive credits is valid for in-app purchase and valid to be used at all Tealive outlets except for Tealive in AEON Delica, Max Valu, and Cold Storage, KLCC.

Will my Tealive Credits expire?

Starting from October 1st 2023 onwards, there is no expiry for Tealive credit.

For those users who topped up their credit and have a leftover balance from before October 1st 2023, unfortunately, the credit will expire within 2 years from the top-up date.

What’s the payment method available to reload Tealive Credits on app?

i. Online Banking
ii. Credit/Debit Card
iii. E-Wallet

Will I be able to collect Tpoints if I pay using Tealive Credits?

Yes, you are able to collect Tpoints when you pay using Tealive Credits.

What is the minimum & maximum Tealive Credit topup?

For Tealive credit reload, minimum amount will be RM1, and maximum

value that you can reload each time will be RM500.

What is the maximum credit that can be stored in my Tealive Wallet?You can store maximum RM2,000 in your Tealive Wallet.

Will I be able to collect Tpoints when I reload my Tealive Credits?

No, reload is not entitled for Tpoints.

I have reload my Tealive credit but why is it not reflecting in my wallet?

Please contact customer service team for assistance.

Rewards FAQ

How do I redeem my Tpoints?

You can redeem vouchers using your Tpoints. At the Rewards page of the app, tap on “Redeem Tpoints” section & proceed to browse vouchers that you can redeem. Upon redemption, your Tpoints will be deducted.

You can also use your Tpoints to pay for your order at the counter. Each point is worth RM0.01. For instance, if you have 100 Tpoints on the app, you can take off RM1.00 from the total amount you need to pay.

Where do I browse vouchers for redemption?

You may browse and redeem vouchers in the “Redeem Tpoints” section under Rewards page of the Tealive app.

How do I use available vouchers in my account?

You can look for your vouchers in “My Voucher” section of the Rewards page. Then you may choose to redeem it via app or in-store.

• Redeem via app: Choose any menu you want to purchase and apply the respective voucher during checkout.

• Redeem in-store: Select the voucher that you want to use & show the barcode to Tearista upon ordering at any Tealive outlet. Tearista will then scan it to complete the redemption.

Will the redeemed voucher expire?

Yes. Please refer to the detailed Terms & Conditions for each of the voucher.

Buy 10 Free 1 – Stamp Challenge

How do I collect Stamps?

We are sorry that, the e-Stamp program ended on 8th October 2023.

I have collected 10 stamp, how to redeem?

For members who already collected 10 stamps before 8th October 2023, you are still entitled for the free drink voucher. The voucher will be valid for 3 months.

Delivery

What are the methods of purchase (delivery/pickup)?

You can typically choose between two methods of purchase.
- Delivery: Your order will be delivered to your specified address by a rider.

- Pickup: You can pick up your order from a designated store or location.

What to do if the app cannot find the rider?

If the app cannot find a rider to deliver your order, you can try the following steps:
- Check your internet connection to ensure its stable.

- Refresh the app to see if it resolves the issue.

- Wait for a few minutes, as it might take some time for a nearby rider to become available.

- Contact customer service team for assistance.

Can I cancel my order?

All Tealive food and beverage orders placed on the Platform (“Drinks Order”) are treated as confirmed. You shall not be entitled to cancel a Drink Order after it is confirmed. If you cancel a Drinks Order after it has been confirmed, you remain liable to pay the applicable fees for the Drinks Order in full regardless of whether it has been prepared by the Tealive. For the avoidance of doubt, where you have opted to self pick up a Drinks Order, you will be deemed to have cancelled the Drinks Order by not collecting it within the time period specified in the Platform or otherwise communicated by Tealive. Tealive shall not be responsible to retain the Drinks Order for your collection after the said period has lapsed.

Why are my drinks not ready?

There could be several reasons why your drinks are not ready:

• The preparation might take some time due to high demand or a busy store.

• There could be an unexpected delay in the preparation process.

• Technical issues might be causing a delay in updating the app's status.

• It's best to check with the staff at the pickup location or contact customer service team for more information.

What is the delivery coverage?

The delivery coverage is within 5km from customer's pinpoint.

What should I do if the wrong order/product is delivered?

If you receive the wrong order or product, follow these steps:

• Check your order receipt or details in the app to confirm the discrepancy.

• Contact Tealive customer service team immediately to report the issue. They will guide you on the next steps, which may include a refund, replacement, or other appropriate actions to resolve the problem.

How long it takes for the refund to reflect on my wallet?

Refund process can vary depending on the payment method and the company's policies. Typically, refunds will take approximately 14 days to 30 days to appear in your account. If you haven't received your refund within a reasonable time frame, it's best to contact the customer service team for further assistance.

Account Deletion

How to delete account

To delete your account, follow these general steps:

Open the app & log in to your account. Go to the Account page, tap on “Edit Profile”. At the end of the page, you will a link to delete your account.

Once you delete your account, the following might happen:
• Your personal information and account data will be removed from the platform's database.
• You won't be able to access your previous order history or any associated information.
• You won't receive any further communications or updates from the platform.
• If you had any pending refunds, transactions, or loyalty points, you might lose access to them.

If you have any concerns or questions, you can contact the customer service team for further clarification.

Birthday Surprise

When will I receive my Birthday Surprise?

Users will receive birthday voucher in the app on the 1st day of the birthday month.

How do I view & redeem my birthday surprise?

Users will receive birthday voucher in the app on the 1st day of your birthday month.

Where can I get my Birthday Surprise voucher?

Your birthday surprise voucher will be auto push to your “My Vouchers” page under "Rewards" tab in your Tealive app.

Why didn’t I receive the birthday voucher?

If you did not receive your birthday voucher on the 1st day of your birthday month, please contact Tealive customer service team for assistance.

Yes. Users that register within birthday month will receive birthday surprise. However, users are only entitled to one birthday surprise per year. Therefore, for users who have already received a birthday voucher, they will not receive another if changes are made to their birthdate within the year.