THE LIFEGRAIN GROUP
LifeGrain Loyalty Club
Terms and Conditions of Membership
| Document | LifeGrain Loyalty Club — Terms and Conditions of Membership |
| Version | v2.0 — Hospital Staff Discount integration |
| Effective from | 13 August 2026 |
| Supersedes | v1.0 (loyalty terms published at lifegrain.com.au) |
| Applies to | LifeGrain Café — all participating stores listed in Schedule 1 |
| Program operator | LifeGrain Pty Ltd t/a LifeGrain Café ABN 23 648 844 375 |
1. About these Terms
1.1 These Terms and Conditions govern membership of the LifeGrain Loyalty Club (the Program), operated by LifeGrain Pty Ltd t/a LifeGrain Café ABN 23 648 844 375 (LifeGrain, we, us, our).
1.2 By joining the Program, using a Member account, scanning a Member QR code, ordering through the LifeGrain app, or accepting any Program benefit — including the Hospital Staff Discount — you accept these Terms.
1.3 These Terms should be read together with the LifeGrain Privacy Policy at lifegrain.com.au/privacy-policy and any terms that apply to the LifeGrain app or the platform on which the Program is operated. If there is any inconsistency, these Terms prevail in relation to the Program itself.
1.4 The current version of these Terms is published at lifegrain.com.au/loyalty. The version in force at the time of a transaction applies to that transaction.
1.5 These Terms do not create an employment entitlement, a workplace benefit, or any contractual right against any hospital, health service, local health district, university or site operator. The Program is offered by LifeGrain alone.
2. Definitions
| Term | Meaning |
| Member | An individual who has joined the Program and holds a current, active Member account. |
| Member Account | The account created on the LifeGrain loyalty platform in the Member’s name, accessed through the LifeGrain app or Member QR code. |
| Points | The units credited to a Member Account for Qualifying Purchases, as set out in Schedule 2. |
| Qualifying Purchase | A purchase of eligible goods at a Participating Store, made by a Member, where the Member Account is identified before the transaction is completed, and which is not excluded under clause 5.5. |
| Reward | Any benefit made available to a Member, including tier benefits, vouchers, free items, discounts and members-only offers. |
| Tier | The membership level allocated to a Member — Basic, Loyalist or Elite — as described in clause 6. |
| Participating Store | A LifeGrain Café site listed in Schedule 1, as updated from time to time. |
| Hospital Staff Discount | The discount described in clause 9, available only to Verified Staff Members. |
| Participating Site Organisation | A hospital, health service, local health district, university or campus operator listed in Schedule 3 at whose site a Participating Store operates. |
| Verified Staff Member | A Member whose eligibility for the Hospital Staff Discount has been registered and verified by LifeGrain under clause 9. |
| Program Platform | The loyalty and ordering platform used by LifeGrain to administer the Program, including the LifeGrain app. |
3. Eligibility to join
3.1 Membership is open to individuals who are aged 16 years or over, hold a valid mobile number and email address and can access a Participating Store.
3.2 Members aged under 18 must have the consent of a parent or guardian to join and to receive Program communications. LifeGrain does not knowingly create Member Accounts for individuals aged under 16.
3.3 Membership is personal to the Member. Businesses, departments, wards, teams, buying groups and automated systems may not hold a Member Account.
3.4 One Member Account per person. Where LifeGrain identifies duplicate accounts held by the same individual, we may merge or close the duplicates and consolidate the Points balance.
3.5 Membership is free. No purchase is required to join.
4. Joining and your Member Account
4.1 You can join by downloading the LifeGrain app, registering online at lifegrain.com.au/loyalty, or registering in store with the assistance of a team member.
4.2 You must provide accurate, current and complete information when joining, and keep your details up to date. LifeGrain is not responsible for benefits, communications or Rewards that are not received because your contact details are out of date.
4.3 You are responsible for keeping your account credentials secure. You must tell us promptly if you believe your Member Account has been accessed without your authorisation.
4.4 Member Accounts, Points and Rewards have no cash value, are not property, are not transferable, cannot be sold, exchanged, gifted or pooled and do not form part of a deceased estate.
5. Earning Points
5.1 Points are earned on Qualifying Purchases at the rates set out in Schedule 2.
5.2 You must identify your Member Account before the transaction is completed — by scanning your Member QR code, ordering through the app, or providing your registered details at the counter.
5.3 Points cannot be credited retrospectively. If you do not identify your Member Account before payment is processed, no Points will be earned for that transaction. Receipts presented after the event will not be honoured, except where a Points allocation has failed because of a technical fault on our side and you contact us within 14 days.
5.4 Points are credited to the Member Account, not to the payment method, the device or the person collecting the order.
5.5 Points are not earned on: gift card purchases; purchases made through third-party delivery or ordering platforms; catering, functions, corporate accounts and account-billed transactions; charges that are not for goods, such as surcharges and fees; refunded or cancelled transactions; and any other categories notified in Schedule 2.
5.6 Where a transaction is refunded in whole or in part, the associated Points will be reversed. If a Reward has already been redeemed against reversed Points, LifeGrain may adjust the Member Account balance accordingly.
5.7 Points balances shown in the app are indicative and may take up to 48 hours to reflect recent activity. Where there is a discrepancy, LifeGrain’s transaction records prevail, subject to clause 19.
6. Membership tiers
6.1 The Program has three tiers: Basic, Loyalist and Elite. Tier benefits are set out in Schedule 2.
6.2 Tier allocation is automatic and is based on Member purchase activity over the qualifying period set out in Schedule 2. Tiers are assessed by the Program Platform without individual review.
6.3 Tiers may go down as well as up. If your activity falls below the threshold for your tier over the assessment period, you will move to the tier that matches your activity, and the benefits of the higher tier will no longer apply.
6.4 LifeGrain may change tier thresholds and tier benefits in accordance with clause 13. Where a change reduces the benefits of a tier you currently hold, we will give at least 30 days’ notice before the change takes effect.
7. Rewards and redemption
7.1 Rewards are shown in the LifeGrain app under “View My Rewards” and must be presented at the counter at a Participating Store at the time of the transaction.
7.2 Rewards are subject to availability, are limited to one per transaction unless stated otherwise, cannot be redeemed for cash, cannot be part-redeemed, and cannot be reinstated once redeemed or expired.
7.3 Where a Reward is for a specific item, substitutions are at the discretion of the Participating Store. Where a Member selects an item of higher value, the difference must be paid.
7.4 Free birthday and welcome Rewards are issued once per Member per eligible period and require a verified date of birth recorded at least [7] days before the birthday.
7.5 Reward validity periods are stated at the time the Reward is issued. Rewards not redeemed within the stated period expire and are not reissued.
7.6 Rewards may not be used in conjunction with any other offer, discount or promotion unless expressly stated. See clause 10.
8. Inactivity and expiry of Points
8.1 Points remain valid while the Member Account is active. A Member Account is active if the Member makes at least one Qualifying Purchase in any 12-month period.
8.2 If no Qualifying Purchase is made for 12 consecutive months, the Member Account will be treated as inactive and accrued Points will expire.
8.3 Expired Points cannot be reinstated, other than where they expired because of an error by LifeGrain.
9. Hospital Staff Discount
The Hospital Staff Discount is part of the LifeGrain Loyalty Club. It is available only to Members who register and are verified. Staff identification alone does not entitle a person to the discount at the counter.
9A. What the discount is
9.1 The Hospital Staff Discount is a discount of up to [10]% on eligible purchases at Participating Stores, applied at the point of sale to Verified Staff Members.
9.2 The discount is delivered exclusively through the Program. From the effective date of these Terms, the discount is available only to Members who have completed registration under clause 9.5 and been verified under clause 9.6. It cannot be applied on request at the counter, on presentation of a staff identification card alone, or retrospectively.
9.3 The discount is offered by LifeGrain as a commercial gesture to the workforce at the sites where we operate. It is not provided by, funded by, negotiated with, or endorsed by any hospital, health service, local health district, university or site operator and it does not form part of any employment agreement, enterprise agreement, award or staff entitlement.
9B. Who is eligible
9.4 To be eligible, a Member must be a current worker at a Participating Site Organisation listed in Schedule 3, and hold a current identification card or credential issued by that organisation. This includes:
— permanent, part-time, casual and temporary employees;
— agency, locum, visiting and contracted personnel engaged to work at the site;
— students on a formal clinical or campus placement at the site;
— registered volunteers holding a current site identification card; and
— staff of on-site tenants and co-located services.
9.5 The following are not eligible: patients; visitors; family members, partners and friends of eligible workers; former workers; individuals whose site identification has expired or been withdrawn; and any person who does not hold a current credential from a Participating Site Organisation.
9C. How to register and how we verify
9.6 Registration is a simple process:
— Step one — join the LifeGrain Loyalty Club and complete the registration in the LifeGrain app or at lifegrain.com.au/loyalty, providing your full name as shown on your site identification, your email address and your mobile number.
9.8 LifeGrain does not collect, request or hold information about your role, clinical specialty, registration status, health information or employment terms. You should not provide payslips, contracts, rosters or clinical credentials, and store teams are instructed not to accept them.
9.9 The discount becomes available once your Member Account shows verified status. Notification is sent to your registered email address or app inbox.
9.11 Verification is valid for 12 months. LifeGrain may re-verify eligibility at any time, and may require re-verification annually. If you do not complete re-verification when asked, the discount will be paused until you do.
9D. How to use the discount
9.12 You must identify your Member Account before the transaction is completed. The discount is applied automatically at the point of sale to eligible items. It cannot be applied after payment, and no adjustment or refund will be made for transactions where the Member Account was not identified.
9.13 The discount is for your own personal consumption only. It may not be used for:
— purchases made on behalf of, or paid for by, another person who is not eligible;
— ward, department, team, meeting or group orders, unless approved in writing by LifeGrain
— resale, redistribution or any commercial purpose; or
— use by any person other than the Verified Staff Member.
9.14 Your Member Account, app login and Member QR code must not be shared, lent or transferred to any other person, including colleagues and family members.
9.15 The discount is limited to one transaction per person. Where a cap applies, it is stated in Schedule 3.
9E. Exclusions and interaction with other offers
9.16 The Hospital Staff Discount does not apply to: items already discounted or on promotion; combo, bundle and meal-deal pricing as specified; catering, functions and pre-ordered group platters; gift cards; account-billed and corporate transactions; purchases made through third-party delivery or ordering platforms; and any other lines listed in Schedule 3.
9.17 The discount on our hot beverage and iced latte range sits at a static 20c.
9F. Change of circumstances, suspension and withdrawal
9.18 LifeGrain may suspend or withdraw the Hospital Staff Discount from a Member, without notice, where we reasonably believe that: the Member is no longer eligible; the discount has been shared, transferred or used for another person; false or misleading information was given at registration or verification; or the discount has been used in a way that breaches clause 9.13.
9.19 Where the discount is withdrawn for misuse, LifeGrain may also close the Member Account under clause 12 and may recover the value of discounts obtained improperly.
9.20 LifeGrain may vary the discount rate, the exclusions, the participating organisations or the discount mechanic, or withdraw the Hospital Staff Discount entirely, on 30 days’ notice given in accordance with clause 13. Where a Participating Site Organisation requires a change, or where a store ceases to trade at a site, the change may take effect on shorter notice, and we will tell affected Members as soon as we reasonably can.
10. Combining offers
10.1 Unless expressly stated, only one discount, voucher, Reward or promotional offer may be applied to a transaction.
10.2 Where more than one benefit could apply, the point-of-sale system will apply the single benefit of greatest value to the Member, and no further benefit will be applied to that transaction.
10.3 The keep cup discount and other always-on sustainability incentives may be combined with the Hospital Staff Discount, as stated in Schedule 3.
11. The app, the platform and availability
11.1 The Program is administered through the Program Platform and, in part, through the LifeGrain app. Access to the app requires a compatible device, an internet connection and acceptance of the app store terms, which are not controlled by LifeGrain.
11.2 LifeGrain does not warrant that the app or Program Platform will be uninterrupted or error free. Planned outages will be notified where practicable. Where a technical fault prevents Points from being credited or a Reward or discount from being applied, contact us under clause 21 within 14 days and we will correct the Member Account where our records support the claim.
11.3 Where the Program Platform is unavailable at the point of sale, store teams may not be able to apply Rewards or the Hospital Staff Discount. In that case, the transaction proceeds at the standard price and the benefit is not applied retrospectively, except under clause 11.2.
12. Misuse, suspension and closure
12.1 LifeGrain may suspend or close a Member Account, cancel accrued Points and cancel unredeemed Rewards where we reasonably believe the Member has:
— provided false, misleading or incomplete information;
— shared, sold or transferred a Member Account, Reward, Points or the Hospital Staff Discount;
— manipulated transactions to accrue Points or Rewards not genuinely earned, including splitting transactions or processing transactions without a genuine purchase;
— used the Program for a commercial or resale purpose;
— behaved abusively or unlawfully towards LifeGrain team members or other customers; or
— otherwise breached these Terms in a material way.
12.2 Where practicable, LifeGrain will tell the Member of the suspension or closure and the reason for it, and will give the Member a reasonable opportunity to respond under clause 19 before the decision is made final.
12.3 Where a Member Account is closed for a reason other than misuse, the Member will be given at least 30 days to redeem Rewards that are available at the time of closure.
13. Changes to the Program and these Terms
13.1 LifeGrain may change these Terms, the Program structure, earn rates, tier thresholds, Rewards, the Hospital Staff Discount and the list of Participating Stores. We make changes for reasons including changes in cost, supplier or site arrangements, changes in law, platform capability, and improvements to the Program.
13.2 Where a change is not adverse to Members — for example, adding a store, adding a benefit or correcting an error — it may take effect immediately on publication at lifegrain.com.au/loyalty.
13.3 Where a change reduces a benefit, removes a benefit, increases a Member’s obligations, or otherwise materially disadvantages Members, LifeGrain will give at least 30 days’ notice before the change takes effect. Notice will be given by at least two of: email to the registered address; app notification or in-app message; notice at Participating Stores; and publication at lifegrain.com.au/loyalty.
13.4 If you do not accept a change, you may close your Member Account under clause 14 at any time before the change takes effect. Continuing to use the Program after the change takes effect means you accept the change.
13.5 A change will not remove Points already accrued or Rewards already issued and still within their validity period, except where clause 8 or clause 12 applies.
14. Ending your membership or the Program
14.1 You may close your Member Account at any time through the app, or by contacting us under clause 21. On closure, unredeemed Points and Rewards are forfeited.
14.2 LifeGrain may end the Program, in whole or in part. We will give at least 60 days’ notice before the Program ends, and Members will have at least 30 days from the notice to redeem available Rewards. Points not redeemed by the end date are forfeited.
15. Privacy and your personal information
15.1 LifeGrain handles personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and the LifeGrain Privacy Policy at lifegrain.com.au/privacy-policy.
15.2 To operate the Program we collect: your name, contact details, date of birth, transaction and purchase history, Points and Reward activity, store and site of purchase.
15.3 We use this information to administer the Program, verify eligibility for the Hospital Staff Discount, issue and manage Rewards, prevent and investigate misuse, report on Program performance in aggregate, improve our products and stores, and send you communications you have agreed to receive.
15.4 We may disclose personal information to service providers who help us operate the Program, including our loyalty and point-of-sale platform providers, app developers, email and messaging providers and analytics providers. These providers are bound to use the information only for the purposes for which we supply it. Where any provider stores information outside Australia, this is set out in the Privacy Policy.
15.5 We do not disclose individual Member information, purchase history or Hospital Staff Discount registration details to any hospital, health service, local health district, university or site operator. Reporting provided to a site operator is aggregated and de-identified.
15.6 Parts of the Program are automated. Tier allocation, Reward eligibility, offer targeting and inactivity processing are carried out by the Program Platform using your Points balance, purchase frequency, recency and store activity, without individual human assessment. These decisions affect Program benefits only. Information about our use of automated decision-making is set out in the LifeGrain Privacy Policy.
15.7 You may request access to, or correction of, the personal information we hold about you by contacting us under clause 21. You may complain about our handling of your personal information under clause 19, and you may also complain to the Office of the Australian Information Commissioner at oaic.gov.au.
16. Marketing communications
16.1 By joining the Program you agree to receive Program communications, including Reward notifications, tier updates, verification notices and changes to these Terms. These are necessary to operate your membership and cannot be switched off while your Member Account is open.
16.2 Marketing communications — including promotional emails, app messages and SMS — are sent in accordance with the Spam Act 2003 (Cth). Every marketing message includes an unsubscribe facility, and you may change your marketing preferences at any time in the app or by contacting us.
16.3 Unsubscribing from marketing does not close your Member Account and does not affect your Points, Rewards or Hospital Staff Discount.
17. Australian Consumer Law and liability
17.1 Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)) that cannot lawfully be excluded.
17.2 To the extent permitted by law, and subject to clause 17.1, LifeGrain is not liable for indirect or consequential loss arising from the Program, and our liability in connection with the Program is limited to resupplying the relevant Reward or benefit, or the value of the relevant transaction, whichever is the greater.
17.3 LifeGrain is not liable for loss caused by a Member’s failure to keep contact details current, to keep account credentials secure, to identify a Member Account before payment, or to redeem a Reward within its validity period.
17.4 Nothing in these Terms affects your rights in relation to the quality, safety or fitness of the food and beverages we sell.
18. Tax
18.1 Members are responsible for any tax consequences arising from participation in the Program. Where a Member receives Program benefits in connection with their employment, the Member should seek their own advice. LifeGrain does not provide tax advice.
19. Complaints, disputes and review
19.1 If you are unhappy with a Program decision — including a declined registration, a suspended discount, a Points adjustment or an account closure — contact us under clause 21 with your Member details and what you would like us to do.
19.2 We will acknowledge your complaint within [2] business days and aim to resolve it within [10] business days. A complaint about a decision made automatically by the Program Platform will be reviewed by a person with authority to change the decision.
19.3 Nothing in this clause limits your right to make a complaint to NSW Fair Trading, the Australian Competition and Consumer Commission, or the Office of the Australian Information Commissioner.
20. General
20.1 These Terms are governed by the laws of New South Wales, and the parties submit to the non-exclusive jurisdiction of the courts of New South Wales.
20.2 If any part of these Terms is found to be unenforceable, that part is severed and the remainder continues to apply.
20.3 A failure or delay by LifeGrain in exercising a right under these Terms is not a waiver of that right.
20.4 LifeGrain may assign or novate its rights and obligations under these Terms to a related body corporate or to a purchaser of the business, without affecting accrued Points or issued Rewards. Members may not assign their rights.
20.5 The Program is offered in Australia only and is void where prohibited by law.
21. Contact us
21.1 LifeGrain Loyalty Club info@lifegrain.com.au 02 93264727 lifegrain.com.au/contact-us. Written correspondence: The LifeGrain Group, PO Box 185, Randwick NSW 2031
Schedule 1 — Participating Stores
The Program operates at the LifeGrain Café sites listed on lifegrain.com.au/locations
Schedule 2 — Earn rates, tiers and Rewards
| Item | Detail |
| Earn rate | 1 point for every qualifying beverage purchase |
| Basic tier — entry | Automatic on joining |
| Basic tier — benefits | Welcome coffee on sign-up; every 9th coffee free; free birthday coffee; points on every Qualifying Purchase |
| Loyalist tier — threshold | Automated and assessed on an annual basis |
| Loyalist tier — benefits | Free trial offers; member discounts; exclusive app promotions |
| Elite tier — threshold | Automated and assessed on an annual basis |
| Elite tier — benefits | Free food and drink vouchers; exclusive discounts; free merchandise; members-only promotions |
| Tier assessment period | Annual |
| Points expiry | 12 months from the last Qualifying Purchase (clause 8) |
| Reward validity | Varies depending on reward |
Schedule 3 — Hospital Staff Discount
| Item | Detail |
| Discount rate | Up to [10]% off eligible items |
| Available at | All LifeGrain Café Stores in Sydney, NSW |
| Verification method | Loyalty registration |
| Transaction cap | One discount per transaction per person |
| Points earned on discounted spend | Yes |
| Combines with keep cup discount | Yes |
| Combines with Rewards and vouchers | No, unless stated |
| Excluded lines | Promotional and already-discounted items as specified; combos and bundles; catering and group platters; gift cards; account-billed transactions; third-party delivery platforms |
| Effective from | 24 August 2026 |