Lyoness - FAQ

General questions regarding Lyoness


1.1. What is Lyoness?
Lyoness is an international sector spanning shopping community as well as a Loyalty Programme for regional, national and international retailers. The philosophy is "money back with every purchase". Members and Loyalty Merchants profit from the Lyoness Benefits with every purchase made with a Lyoness Loyalty Merchant. Members receive money back with every purchase made with a Lyoness Loyalty Merchant by using the Lyoness Cashback Card, Mobile Vouchers (Mobile Cashback), Original Vouchers/Gift Cards and Online Shopping. Lyoness Membership is always free of charge. Lyoness´ strength lies in the unique Win-Win-Win situation: Not only Members and Loyalty Merchants benefit long term – every purchase also helps the Child & Family Foundation and the Greenfinity Foundation to support the implementation of aid, education and environmental conservation projects worldwide.


1.2. How big is Lyoness?
Lyoness is active in 33 European countries, in the USA, Canada, the United Arab Emirates, Qatar, South Africa and Brazil. Lyoness has also successfully started in the Asian Pacific (Hong Kong, Macau, Australia, the Philippines, Thailand and New Zealand). Lyoness currently has approximately 4 million Members who enjoy the benefits of Lyoness at 250,000 Cashback Points and over 40,000 Loyalty Merchants, who are supported by approximately 1000 service employees.


1.3. Can I compare Lyoness with a Franchise?
No, Lyoness is a global, multi sector shopping community and a Loyalty Programme for regional, national and international retailers.


1.4. How many countries is Lyoness currently active in?
Lyoness International AG and its subsidiaries are currently active in 33 European countries, as well as in the USA, Canada, the United Arab Emirates, Qatar, South Africa, Brazil, and the Asian-Pacific (Hong Kong, Macau, Australia, , the Philippines, Thailand and New Zealand).


1.5. How many Members and employees does Lyoness have?
Lyoness currently has approximately 1000 service employees who take care of approximately 4 million Lyoness Members from over 40,000 Loyalty Merchants.


1.6. Are there any certifications for internationally recognised standards?
In September 2010, Lyoness underwent and was awarded the ISO-9001:2008 certification by Quality Austria GmbH. Quality Austria, Trainings, Certification and Appraisals GmbH, is the market leader in Austria. It is a member of the most important international quality organisations and is active in more than 50 countries. The ISO 9001 certification sets minimum international standards to support company processes and structures.


1.7. Did all the Regional Offices and service companies receive the ISO certification?
The ISO certification was awarded to Lyoness Europe AG, the Child & Family Foundation and the service subsidiaries for Lyoness Management, eBiz, Data Service and Service Center, as well as the following subsidiaries: Austria, Slovakia, Hungary, Czech Republic, Bulgaria, Romania, Croatia, Germany, Poland, Italy, Serbia, Slovenia, Switzerland, Turkey, UK, Ireland, Netherlands, Belgium, Greece, France, Lithuania, Sweden, Portugal, Spain, Macedonia, Cyprus, United Arab Emirates and Qatar. In August 2012 Lyoness Asia Limited, the Regional Offices in Hong Kong, Macau and Australia and the Lyoness Management service subsidiaries also received the certification. In 2013 further certification was awarded to Thailand and the Philippines. As part of the ISO-9001:2008 certification by Quality Austria, Lyoness was also awarded the internationally recognised IQNet certification. IQNet is an international umbrella organisation of national market leader accredited system certifiers and has 40 Partner countries worldwide.


1.8. What does the IQNet certificate mean in accordance with international guidelines?
To date, IQNet Partners have given more than 310,000 certificates in 150 countries and represent a global market share of approximately 30%. The IQNet Partners meet regularly to exchange worldwide experience regarding standards and guidelines. Around 17,000 auditors and experts are constantly trained regarding national and international specifications. IQNet certificates are recognised worldwide and are highly valued, particularly in Eastern Europe, including Russia and Asia.


1.9. Will Lyoness also expand in the future?
By the end of 2015, it is planned that Lyoness will have subsidiaries in 33 target markets in Europe, as well as starting up new countries in the Middle East, Africa and in the Asian-Pacific. Following the start in America of the USA, Canada and Brazil and now also the Asian-Pacific, Lyoness shopping benefits are being actively used on every continent.


2.1. What does Lyoness offer Members and Loyalty Merchants?
As a Loyalty Programme, Lyoness offers all Members a unique Win-Win-Win situation based on the principle "Together we are strong!" A business model was developed enabling anyone interested to build their own personal recommendation business and to earn money from their own purchases and the purchases of other Members. The consumers can benefit from 250,000 Cashback Points and over 40,000 Loyalty Merchants worldwide and, thanks to free membership and the opportunity to end the membership at any time, there is nothing but benefits for consumers. The Lyoness Membership is always completely free of charge.


2.2. What are the Lyoness Member Benefits?
For every purchase you make with a Lyoness Loyalty Merchant, you will receive Member Benefits. The Member Benefit amount varies based on the business sector from 3% to over 20%. Up to 2% of the purchase amount will be credited to your Cash Account (= Cashback). Once you have accumulated at least € 10, this amount will be transferred to your private bank account. The remaining benefits (= Loyalty Benefits) will be booked into your Personal Accounting Programme. You can also benefit personally from further benefits (the Additional Benefits).


2.3. How can I benefit from my purchases with Lyoness?
There are four types of shopping available for Lyoness Members to receive their Member Benefits: the Cashback Card, Mobile Vouchers (Mobile Cashback), Loyalty Merchant Vouchers/Gift Cards and Online Shopping.


2.4. What is the Friendship Bonus?
If Members recommend Lyoness to others, as the Recommender you will receive up to 0.5% of the purchase value of all purchases made from a Lyoness Loyalty Merchant by the new Member through Lyoness (Direct Friendship Bonus). If these Members then recommend Lyoness to more Members, you will also receive up to 0.5% of the purchase price from any purchases they make (Indirect Friendship Bonus).


3.1. How can I register to join Lyoness?
There are different ways to become a Lyoness Member. You can register direct online, or through an existing Member (Recommender) online, also you can be registered during the course of your first purchase with a Lyoness Loyalty Merchant (SME), or you can be registered by an existing Member (Recommender) with a Friendship Flyer. The registration (whether online or via a Flyer from the Recommender) is always free for the new Member.


3.2. How can I login to the Lyoness website?
Once you have been successfully registered, you will receive your login details per text message.


3.3. Are there any costs in relation to the Lyoness Membership?
No. The Lyoness Membership is free of charge. The Member Agreement includes the following services which are free of charge for the Member:
  • Lyoness Cashback Card (Blue/Gold)
  • Personal Online Office
  • SMS service
  • Email service
  • Lyoness Service Centre

3.4. What benefits do I receive for shopping with Lyoness, and what is the difference between Lyoness and other Shopping Communities?
Money back with every purchase – Lyoness doesn't give stars, points or anything similar; it gives hard cash (Cashback). For all purchases that a Member makes with Lyoness Loyalty Merchants, they will receive up to 2% of the purchase total in their Cash Account. Once they have accumulated at least £90 they will then receive this money in their private bank account. If they have recommended Lyoness to others, they will also receive the so-called Friendship Bonus for all purchases made by the Members they have recommended Lyoness to.


3.5. With which companies can Members take advantage of the Lyoness Benefits?
There are over 40,000 Loyalty Merchants worldwide who are taking part in the Lyoness Loyalty Programme – and this number grows every day! You can find an overview of all the most well-known Loyalty Merchants on the Lyoness website.


3.6. Do you still get your Member Benefits if you buy something from a Loyalty Merchant abroad?
You can generally take advantage of the shopping possibilities and the resulting benefits that arise through the network of chain stores, as well as from small and medium-sized Loyalty Merchants in any country or business sector.


3.7. Is there a minimum age to join Lyoness?
The minimum age for registration is 16, but this may vary in other countries, and can be found in the Lyoness GTCs.


3.8. How can I recommend Lyoness to friends?

There are three different ways to register new Members:

1) Online registration: The Recommender must login to their Online Office on the Lyoness website using their personal login details and click on "My Lyoness" – "Recommend Lyoness" – "Register Member Online". This will open a digital registration form that they need to complete together with the new Member. At the end of the registration, they will be required to enter their personal four digit PIN code.

Important: The Recommender is always responsible for the cost of the registration so it is only possible to do an Online Registration if the Recommender has at least € 1 in his/her Lyoness Purchase Account.

2) Friendship Flyer: Members have the option to register new Members in writing using the Friendship Flyer. This can be ordered from the Lyoness Online Store or from the Regional Office. They are sold in packs of 5, which costs € 10 (€ 2 each). Friendship Flyers are made up of a Member folder, general information regarding Lyoness, and the non-personalised Blue Cashback Card, which the Member can complete with his/her name to enable them to enjoy the benefits of the Lyoness Shopping World immediately.

3) Online Flyer Registration: Register a new Member with a Friendship Flyer and then enter the registration data into an Online Registration Flyer directly in your personal Online Office. The advantage: The potential new Member does not have to wait for the respective Regional Office to enter his registration, which means he can take immediate advantage of the Lyoness Benefits. In addition, the new Member can take advantage of the Lyoness Shopping Benefits straight away with the Cashback Card (Light Blue) from the Friendship Flyer.

There are two possibilities to order Friendship Flyers:

a) Order them personally from the Lyoness Online Shop (Lyoness Store) or

b) Purchase them directly from your local Lyoness Regional Office



3.9. How can I order Flyers?
Lyoness Flyers can be ordered online from the Lyoness Store after you have logged nto www.lyoness.co.uk The payment will be taken from your Purchase Account. If you don't have the necessary funds in your Purchase Account, you must make a transfer or deposit using the last 6 digits of your Member ID number as the payment reference. You can also purchase Flyers directly from the Lyoness Regional Office. It is important however to take note of the office opening times!


4.1. How often do Members receive money transfers into their bank account?
Lyoness transfers accrued Benefits once a week (on Tuesdays). As soon as a Member´s personal Cash Account has accumulated € 10, this amount will be transferred to the Member´s bank account. There are currently four types of shopping available: the Lyoness Cashback Card, Mobile Vouchers (Mobile Cashback), Loyalty Merchant Vouchers and Online Shopping. When you shop using Loyalty Merchant Vouchers purchased through Lyoness, or with Mobile Vouchers the Member Benefit will be booked immediately following the purchase. When you shop using the Cashback Card it can take up to a maximum of 7 days. The only option that may take longer is Online Shopping. This can only occur with Online Shopping if the Loyalty Merchant offers a long exchange period (e.g. for clothes). The purchase is only fully completed once this exchange period has expired and the Benefit will then be paid out (usually within 60 days).


5.1. What types of shopping are available to receive the Lyoness Benefits?
  • Via Cashback Card at all Loyalty Merchants that have a Lyoness Terminal
  • Via Mobile Vouchers (Mobile Cashback) at Lyoness Loyalty Mobile Voucher Merchants
  • Via Loyalty Merchant Vouchers
  • Via Online Shopping at all Online Loyalty Merchants

5.2. Do I still receive Lyoness Benefits if I pay using a credit card?
Yes, at Online Loyalty Merchants accessing them through the Lyoness Website. Some Lyoness Cashback Card Loyalty Merchants will still honour the pre-arranged Lyoness Member Benefits when payment is made using a credit card, however many of them don't.


5.3. How can I order Vouchers/Gift Cards?
If a Member purchases Vouchers/Gift Cards online or in writing, the money will be taken directly from their Purchase Account. That means that the Member will need to have the necessary funds in their Purchase Account before they place the order. When transferring payments, the Member must provide their Member ID and initials as the payment reference to enable us to allocate the bank transfer to their Lyoness Purchase Account!
Of course the Members can also purchase Vouchers/Gift Cards from the Lyoness Regional Office during their Office opening hours.
Members can also purchase Vouchers/Gift Cards from Voucher Selling Points. A list of all our Voucher Selling Points can be found on the Lyoness website.


6.1. How does a Member receive their Lyoness Cashback Card?
Once you have registered as a Lyoness Member, you can print out your virtual Cashback Card from your Online Office. If you have been registered using a Friendship Flyer, you will have a Blue Cashback Card immediately. Once you have made purchases of up to €1,000, you will then receive your personalised Lyoness Cashback Card.


6.2. What data is saved on the Lyoness Cashback Card?
Your name and Member ID Number.


6.3. Can I pay using my Lyoness Cashback Card?
No, the Cashback Card is not a payment device of any kind and is simply used to register your purchases.


6.4. Does the Cashback Card have an expiry date?
The first issue of the Lyoness Cashback Card is free of charge and has no expiration date and no limitation on its usage as long as it is not damaged and still works. If it is damaged or can no longer be read and you are a full Member, you can order a new Lyoness Cashback Card. There is an administration fee of £7.20 (inc. tax) for this service (GTCs). Alternatively, you can print out the virtual Cashback Card from your Online Office free of charge at any time to enable you to receive your Lyoness Member Benefits.


7.1. What differentiates Lyoness Online Shopping from other internet shopping portals?
Through exclusive offers, it is possible for Lyoness to present special offers exclusively to its community enabling Members to get additional benefits (e.g. Voucher Codes). The Online Shopping Portal is not only available 24/7, it also currently offers Lyoness Members Cashback on over 170 million products and services internationally.


7.2. How do I receive money back whilst shopping online?
Simply login to the Lyoness website and use the "Loyalty Merchant Search" option to find the Online Shop of your choice. Click on the Loyalty Merchant logo or on the "To Online Shop" button. The chosen Online Shop site will open in a new browser window and you can then shop as usual. Because you have entered the Online Shop through the Lyoness website, you will be recognised as a Lyoness Member and your Member Benefits will be created in the Loyalty Programme.
Important: Your online purchase can only be registered if your browser and any Anti-Spyware or Anti-Virus programme you may have will allow cookies. To see how to set up your cookies, please see point 7.14.


7.3. What do I need to check when Online Shopping to ensure I receive my Lyoness Member Benefits?
To enable you to be recognised as a Lyoness Member and for your purchase to be registered and booked your browser and any Anti-Spyware or Anti-Virus programme that you may have must allow cookies. You must also ensure that your browser doesn't have any Adblocker or Scriptblocker whilst you are shopping online. Please check your browser settings before you make your purchase!


7.4. How does Lyoness Online Shopping work?
To enable you to successfully shop online, your computer must be set up for Online Shopping. Your browser and any Anti-Spyware or Anti-Virus programme that you may have must allow cookies. To find out how to set up your cookies, please see point 7.14.
Accepted cookies ensure that the purchase you make through Lyoness is recognised and registered as a purchase from a Lyoness Member and that it can be allocated to your Shopping Overview. As soon as you have logged into Lyoness and clicked on a Loyalty Merchant and a new browser window opens to take you to their website a cookie is saved on your computer. When you have completed your online order - once you get to the confirmation screen - the online shop will check the information saved in the cookie (e.g. your Lyoness Member ID, purchase amount, order number, order date, etc.). Your purchase can then be tracked by Lyoness and the resulting Member Benefit can then be allocated to you.
If a cookie cannot be saved on your computer due to your browser settings or security and / or Spyware tools (such as "Ad-Aware" or "Kaspersky") or if the cookie was deleted during the order process (if you clicked on another website during the process e.g. saved new cookies) then Lyoness cannot track your purchase. That will mean that your purchase will not be created in your Shopping Overview.


7.5. Why is it so important to login to the Lyoness website every time before I shop online?
Before you shop online with a Lyoness Loyalty Merchant, always login to the Lyoness website beforehand and enter the Online Shop by using the "Loyalty Merchant Search" option. Your purchases with a Lyoness Loyalty Merchant can only be registered as a Lyoness Member purchase if you are logged in to the Lyoness website. If you go direct to the Loyalty Merchant's website without going through the Lyoness website, your purchase cannot be tracked by Lyoness. You will therefore not receive payment of your Member Benefits.


7.6. Will I still receive my Member Benefit if I go to the Online Shop without going through the Lyoness website?
No, as there is no possibility to track your purchase after the purchase has been made.


7.7. Why does my Login not work?
Check to ensure that your browser settings are set up to allow cookies from the Lyoness website. It may be that they are blocked or that they are completely deactivated. To find out how to activate cookies, please see point 7.14 of these FAQs.
Your browser should also not use any Ad- or Scriptblocker whilst you are shopping online. You therefore also need to check your Anti-spyware and Anti-virus programmes as these can also block cookies.


7.8. Why is it that some Online Shops are listed in some countries but not in mine?
Whether a Loyalty Merchant is listed in a country or not is determined by the arrangement between Lyoness and the Online Shop. This is why some Online Shops are listed in several countries, and others are just listed in one country. Some Online Shops cannot be active in some countries as another provider has the Sales Rights which means that other companies in the same sector cannot be active. It is also often the case that not all the subsidiaries for the company have an agreement with Lyoness.


7.9. Will I still receive my Member Benefits if I shop with a Loyalty Merchant that is not listed in my country?
JEvery Member can access Loyalty Merchants which are listed in other countries, even if they are not listed in their own country. However, the agreement between the Online Shop and Lyoness is generally only valid for the countries in which the Loyalty Merchant is listed. Members can of course still shop with Loyalty Merchants that are not listed in their own country - the Loyalty Merchant is however not obliged to pay the resulting Member Benefits for the Member's purchase (= Shopping value minus all Vouchers, reductions, delivery and administration costs).
Important: Such purchases are made at the Member's own risk. It is not possible to receive payment of Member Benefits for purchases which were made with Loyalty Merchants that are not listed in the Member's own country. We therefore recommend that you only shop with Online Shops that are listed for your country.


7.10. Why are the Online Shops of some Loyalty Merchants not available in my local language?
Some of our Loyalty Merchants are international companies which deliver products to other countries, but their website is not available in those languages. We apologise for any inconvenience this may cause.


7.11. Are there any exceptions or special circumstances when shopping online?
Yes. There are, for example, Voucher Codes (additional offers from Loyalty Merchants for the Lyoness Community), which are offered by the Loyalty Merchants through Lyoness.
For more information, please see FAQs 7.12 and 7.13.

Please also take note of the following exceptions when shopping online:
  • The Loyalty Merchants might not guarantee discounts on every product or product category. You can find advice and information about any exceptions in the Loyalty Merchant Details on the Lyoness website.
  • If you click on a link/banner/etc. on the Lyoness Online Loyalty Merchant website which takes you to another website (resulting in a new window or tab in your browser with a new URL) it can break the connection to Lyoness. If you make a purchase from the linked website, the Loyalty Merchant is not obliged to give you a Member Benefit for the purchase.
  • To ensure that your Lyoness Benefits can be allocated to you when you shop online, please choose the stores for your country from the list of international Online Stores. The Loyalty Merchants are free to choose in which countries they cooperate with Lyoness. For more information, please see questions 7.8 and 7.9 of the FAQs.


7.12. What are Voucher Codes?
Voucher Codes are additional offers which Lyoness Members receive from Loyalty Merchants and are offered through the Lyoness website.


7.13. What do I need to do to redeem the Voucher Codes when I am shopping online?
Please always take notice of the terms and conditions of the Voucher Code (validation, minimum order value, etc.). You will find these when you click on the Voucher Code. Please wait until the value of the Voucher Code has clearly been deducted from the purchase price, before you finish your purchase. The value cannot be deducted after the transaction has closed.

Note: The use of “external” Voucher Codes, such as offers through a Loyalty Merchant’s Newsletters – can lead to a loss of connection of the purchase through Lyoness. The purchase therefore cannot be assigned to your Member ID. Irrespective of that, the Loyalty Merchant is not obligated to pay out any Member Benefits for a purchase made in connection with a “foreign” Voucher Code.


7.14. How can I enable internet cookies?
The activation process depends on which internet browser you use:

Internet Explorer 9:

  • Click on the gear icon “Tools” in the top right corner (or on the “Tools” menu on the menu bar).
  • Choose “Internet Options”.
  • Then click on the “Privacy” tab. Move the bar to “Medium” or lower.
  • Click on “OK” to save your options.

Mozilla Firefox 18:

  • At the top left of the Firefox window, click on the “Firefox” button (or on “Tools” menu on the menu bar).
  • Choose the menu item “Options” (or “Preferences” on Mac).
  • Select the “Privacy” panel. Set “Firefox will” to “Use custom settings for history”.
  • Tick “Accept cookies from sites” to enable Cookies.
  • Make sure that “Accept third party cookies” is also ticked. Click on “OK” to close the Options window.

Netscape 9:

  • Select the “Tools” menu at the top of the browser screen.
  • From the drop-down menu choose “Options” (or “Preferences” on Mac).
  • When the “Options” box appears, click on the “Privacy” tab.
  • From the Cookies section, select “Accept cookies from sites”.
  • Click on “OK” to close the Options box.

Opera 12:

  • Click on the “Opera” button at the left corner (or choose the “Tools” menu on the menu bar).
  • Choose “Preferences” in the drop-down menu.
  • When the “Preferences” box appears, click on the “Advanced” tab.
  • On the left side of the box choose “Cookies”.
  • Then select the option “Accept cookies”.
  • Click on “OK” to finish and to save your options.

Google Chrome 24

  • Click the Chrome Menu in the browser toolbar.
  • Select “Settings”
  • Click “Show Advanced Settings”
  • In the “Privacy” section, click the “Content Settings” button 
  • In the “Cookies” section, you can change the cookie settings
  • In the “Privacy” section, make sure that “Allow local data to be set” is selected. You also need to deactivate the “Block all third party cookies without exception”.

Safari 5:

  • Click on the gear icon “Tools” on the far right (or “Tools” menu on the menu bar).
  • Choose the menu item “Preferences” from the drop down menu.
  • Then select the “Privacy” tab.
  • Set “Block Cookies” to “Never”.


7.15.Why does my purchase not show up in my Purchase Overview?
Your purchase will show up under "My Purchases / Pending Purchases" within 48 hours. If your purchase does not show up, it is possible that it is due to one of the following reasons:

  • Your browser or your Anti-Virus programme did not allow cookies.
  • Your Lyoness cookie which was saved when you logged into the Lyoness website was deleted, e.g. if you visited another website during the purchase process.
  • A technical error may have occurred (e.g. there was an error on the purchase confirmation page).
  • You attempted to use Voucher Codes from a foreign source such as a newspaper or other offers from the Loyalty Merchant.
  • You may have purchased an item that is excluded from the Member Benefit (for future information regarding this, please see the Loyalty Merchant's details page).


7.16. Why was my purchase cancelled?
Every Online Shopping purchase has a specific process time before the payment of Member Benefit is made. During this time, items may be sent back, exchanges made and the payment will be made. If the product is sent back to the Online Shop, then the purchase will also be cancelled. If the Loyalty Merchant does not receive your payment during this process time, then your purchase will of course be cancelled. You will then see this cancellation in your Purchase Overview.


7.17. Why does my Purchase show the wrong Member Benefit?
Many Online Loyalty Merchants use the net value or the gross value of your purchase to calculate your Member Benefit. This value does not include the delivery costs, service and administration charges or insurance fees. Certain specified products and services are also excluded from the Member Benefit, as determined by the Loyalty Merchants. You can find this information in the Loyalty Merchants’ details page on the Lyoness website.


7.18. When will I receive the Member Benefit for my purchase?
As soon as your purchase is fully completed, bearing in mind any process and / exchange period, you will receive the Member Benefit for your purchase. Depending on how quickly the delivery is made or which payment method is used, the process can take on average between 60 - 90 days. The basic rule of thumb is: the quicker your purchase is fully completed, the sooner you will receive payment of the Member Benefits.


7.19. Why is my purchase no longer shown in my local currency?
Online International Loyalty Merchants often give their prices in the same currency in different countries. Your purchase will then be converted into your local currency using the daily exchange rate for the order date to calculate your Member Benefit. The payment of your Member Benefits will be made in your local currency.


7.20. How are the Member Benefits calculated for the Online Shopping?
Lyoness calculates the Member Benefit based on the arrangement they have with the Loyalty Merchant (Agreed Member Benefit). Delivery, service and administration costs are mostly excluded as these are fixed costs for the Loyalty Merchant. Your Member Benefit is always given for the value of the products / services you have purchased – and this will either be the net or gross value. Most Online Loyalty Merchants use the net value for their calculations due to being an international company. You can find out exactly which value the Loyalty Merchant uses by checking their details page on the Lyoness website.


7.21. What can I do if my Purchase is not in my Purchase Overview?
Lyoness tries to ensure that the Members still receive their Member Benefit even if the purchase has not been registered. If your purchase does now show up in your Purchase Overview within 48 hours, please send your invoice and payment confirmation to the Lyoness Service Centre.


7.22. Who should I contact if I have any questions or complaints?
To ensure a quick and correct reply to your questions regarding your purchases, please contact the Lyoness Service Centre exclusively via Email.
Important: Lyoness is responsible for the calculation of your Member Benefits and not the relevant Loyalty Merchant.


7.23. How long do I have to submit a complaint?
A complaint can only be accepted if it is received within 3 months of the order date. Any complaints received after this time can no longer be accepted by the Online Shops. This means that we also cannot book the purchase after this time.


7.24. What is required for Lyoness to deal with a complaint?
To enable us to answer your query as soon as possible, please send your invoice and payment confirmation in digital format to the Lyoness Service Centre as soon as possible. It may also be that the order confirmation is also required for us to deal with your query – if there is no invoice or if there is no order number on the invoice.


7.25. How long will the complaint process take?
Lyoness tries to ensure that you receive your Member Benefit even for purchases that were not registered. The general rule of thumb is: the sooner you send all the relevant documentation to the Lyoness Service Centre, the sooner they can deal with your query. The length of this administration process varies depending on the Loyalty Merchant. Each purchase complaint is sent to the Loyalty Merchant to ensure that the correct purchase is allocated to you. With some Loyalty Merchants it can take up to several weeks before the queries are fully resolved.


8.1. Where can I view my Member Benefits?
All your Member Benefits can be found in your personal Online Office on the Lyoness website.


8.2. Why are transfers to my Purchase Account not always available within 24 hours?
In general with online booking, the transfer will appear in the Lyoness Shopping Overview the next day. Depending on the bank, if the transfer is performed by means of a transfer slip, it may take longer. Once Lyoness has received the payment, it will be booked into your Purchase Account within two working days. Your order can then be processed.


9.1. How does a Loyalty Merchant benefit from the shopping community?
A Loyalty Merchant benefits from an international network of Members that is constantly growing through the efforts of traditional marketing and word-of-mouth. Lyoness Members look for attractive and active Cashback Loyalty Merchants to make their purchases, or to get a service. The Loyalty Merchants will therefore get new customers, old customers will become active again, and existing customers will be retained – ensuring an increase in sales.


9.2. How is the Lyoness shopping network set-up in a country?
The agreement with a Loyalty Merchant is negotiated and finalised exclusively by the international Key Account department. A Lyoness Member is not authorised to negotiate agreements with potential future Loyalty Merchants. The small and medium sized enterprises’ (SMEs) network is built by so-called SME Coaches. The selection and contracting of Lyoness Online Loyalty Merchants is carried out by Lyoness Cashback AG.


10.1. Will my personal data be used for marketing research purposes?
A Lyoness Member’s personal details will not be given to third parties and will be used exclusively within the Lyoness Group. However, internal market research will be carried out by Lyoness to enable us to improve Member related services and to assist in strategic decisions on how to win new Loyalty Merchants.


10.2. Why does Lyoness require my bank information?
The Lyoness principle is "money back with every purchase". This means that your money will be deposited directly into your bank account. If your bank information is not available, we cannot transfer funds to your account. Your personal bank account information may be added by yourself online in your personal Online Office.


10.3. Why does Lyoness need my IBAN and BIC codes, and why should I update my Lyoness Personal Details?
From 1st February 2014 the SEPA (Single Euro Payments Area) will be made effective. Due to the standardisation of international payment transactions the IBAN and BIC must be used for transfers, from this date onwards. From 1st February 2014, it will only be possible for us to transfer your Lyoness Benefits if you update your bank details in your Lyoness Personal Details. We therefore kindly request that you update your IBAN and BIC details in your bank details [https://www.lyoness.net/internal/eu/Customers/MasterData/Index].


10.4. What are IBAN and BIC codes and where can I find them?
The International Bank Account Number ("IBAN") is required for an international bank connection. Thus, account codes are given throughout Europe, so that every account can be clearly identified to ensure a safe transaction. The Bank Identifier Code ("BIC") is the worldwide unique abbreviation code for a bank. It replaces the Sort Code, bank name and address. You can find your IBAN and BIC details on your bank statements and in your Online Banking account. In addition, you can ask your bank for the IBAN and BIC details.


11.1. How is an Accounting Unit generated?
An Accounting Unit is generated either through Loyalty Benefits (Member Benefits minus Cashback) from your purchases or through a Down Payment for a Voucher/Gift Card Order. A Down Payment for a Voucher/Gift Card Order represents the Member Benefit for the chosen Loyalty Merchant in advance.


11.2. What payment methods are available for Voucher/Gift Card Orders and Purchases?

Just as in all other companies, there are two ways to pay for and order Loyalty Merchant Vouchers/Gift Cards through Lyoness:

1) Full Payment for a Voucher/Gift Card Purchase: This means the total order amount is fully paid and the ordered Vouchers/Gift Cards are then sent to the Member by post.

2) Down Payment for a Voucher/Gift Card Order: This means that the order is partially paid for. Once the remaining amount has been received, the ordered Vouchers/Gift Cards will be sent to the Member by post. Thus: Down Payment + Remaining Payment = Voucher/Gift Card value.

A Down Payment for a Voucher/Gift Card Order with Lyoness works on the same principle as with any other company, except that there are additional advantages for the Member:

Advantage 1: A Down Payment for a Voucher/Gift Card Order made with Lyoness will not expire and will always be available to the Member.

Advantage 2: The Member Benefit resulting from a Down Payment for a Voucher/Gift Card Order with Lyoness will be booked as an Accounting Unit in the Accounting Programme, and therefore has the opportunity of generating Loyalty Credit through subsequent purchases. This means an additional shopping budget for the Member’s next shopping trip.

  • Example of a Down Payment for Voucher/Gift Card Order WITHOUT Lyoness:
    A consumer makes an order for goods of €625 and would like to purchase e.g. a sofa. He pays 8% – €50 and the remaining 92%, namely €575 will be paid when he collects the sofa. The sofa is therefore fully paid for and belongs to the consumer. If, for whatever reason, the consumer doesn’t collect the sofa, or if he decides he wants to purchase a sofa from another store or another branch, the down payment that he has made will be kept by the retailer where he paid it. For the consumer, this money is therefore lost.
  • Example of a Down Payment for Voucher/Gift Card Order WITH Lyoness:
    A Down Payment for Voucher/Gift Card Order can also be made with Lyoness. A Down Payment for a Loyalty Merchant Voucher/Gift Card Order represents a binding order. We will stay with the above example: €50 for the new sofa. The difference: If the Member later decides that he doesn’t want the sofa, he can change the Down Payment for Voucher/Gift Card Order for a different product or service – with a completely different Loyalty Merchant when he makes the remaining payment. A Down Payment for Voucher/Gift Card Order made with Lyoness therefore remains valid. If the Member sticks to his original purchase choice, then everything will proceed as usual. If the Lyoness Merchant offers e.g. 8% Member Benefit, and the Member has made a Down Payment for Voucher/Gift Card Order of €50, then the remaining payment will be €575, the remaining 92%. The Member therefore receives Voucher/Gift Cards for the Loyalty Merchant that he originally chose (Voucher/Gift Card for €625 = 100%).
Basically:
  • A Down Payment for Voucher/Gift Card Orders can only be made when a Member is making a full payment for a Voucher/Gift Card purchase of €200.
  • A Down Payment for Voucher/Gift Card Orders can only be made when a Member is making a full payment for a Voucher/Gift Card purchase of €500, which represents the Premium Member status order volume

Important Information:

  • A Down Payment for a Voucher/Gift Card Order with Lyoness is not an investment and is also not shopping credit. Lyoness is not a financial institution of any kind, regarding either investments or deposits.
  • Making a Down Payment for a Voucher/Gift Card Order does not obligate you to start up a Recommendation business of any kind. Every Member can however, do so if they wish.
  • The ordered Vouchers/Gift Cards will only be sent out when the full purchase price (order value) has been paid.
  • A Down Payment for a Voucher/Gift Card Order cannot be cancelled or refunded once the legal cancellation deadline has passed, as it triggers a Voucher/Gift Card order between Lyoness and the relevant Loyalty Merchant.

If you wish to ensure that you have understood everything regarding a Down Payment for a Voucher/Gift Card Order, there are numerous informative videos available on the Lyoness website (as well as at www.lyoness.tv), which describe the purchases with Lyoness as well as the different options for paying for orders.


11.3. What is Re-Cash?
With the Re-Cash option, all Down Payments for Voucher/Gift Card Orders that have been activated for Re-Cash (possible in all ACs) will continually be brought to pay out through the Member´s purchases. In this case, the Loyalty Benefits from the Member’s purchases (with Cashback Card, Mobile Voucher, Vouchers/Gift Cards, Online Shopping) will not go into the Member´s Loyalty Account, to generate new Accounting Units, but instead they will go directly into the Member’s private account. This will continue until the Down Payment has been paid out, either in staggered payments or in full; depending on the Member’s request.


11.4. What is a Premium Member?

Members with a high volume of purchases or orders (top shoppers), usually also a Lyoness Loyalty Merchant, are referred to as Premium Members. Premium Members also have extra service support with the Lyoness Loyalty Programme (Gold Cashback Card, Business Tools etc.).
A Member will become a Premium Member, based on the following order volume and fulfilment of the following requirements:

  • Booked and fully paid purchases using either the Cashback Card, Mobile Voucher (Mobile Cashback), Vouchers/Gift Cards or Online Shopping amounting to an accumulated sum of € 20,000 or more within one year.
  • A combination of booked and fully paid Voucher/Gift Card Purchases with the Cashback Card, Mobile Vouchers (Mobile Cashback), Vouchers/Gift Cards and Online Shopping of, for example € 10,000 and booked Down Payments for Voucher/Gift Card Order of € 1,000.
  • A booked Down Payment for Voucher/Gift Card Order of € 2,000.
Important:

A Down Payment for a Voucher/Gift Card Order can only be made at the same time as a fully paid Voucher order is made. Furthermore, a Down Payment for a Voucher/Gift Card Order can only be accepted if the corresponding Information Check List has been completed and signed. This confirms that the nature of a Down Payment for a Voucher/Gift Card Order is understood.


11.5. Can Premium Members also receive their Friendship Bonus and Cashback Benefit?
Of course! Members receive Cashback from their own purchases and Friendship Bonus exclusively from their recommended direct and indirect Members.


12.1. What is the Lyoness Child & Family Foundation?
The Lyoness Child & Family Foundation was founded in 2008 and is a charitable institution based in Switzerland. The Foundation is a politically independent charitable organisation that is dedicated to support and assist children and families in need worldwide, with education being the priority.


12.2. How is the Lyoness Child & Family Foundation financed?
Every Lyoness Member who shops with Lyoness Loyalty Merchants receives money back with every purchase. The Foundation receives a fixed percentage of all purchases made through Lyoness, as well as educational sponsorships and donations. Through this the Child & Family Foundation’s charitable activities and projects are made possible.


12.3. How can I support the Lyoness Child & Family Foundation?
The Lyoness Child & Family Foundation is based on the principle "Every purchase counts!" Active users of the Lyoness Cashback Card, Mobile Vouchers (Mobile Cashback), Vouchers/Gift Cards and Online Shops help the Members save money and also support people in need worldwide. As a Lyoness Member, you can also support the Foundation by purchasing the charity song “The Miracle of Lyoness”, by renting the Foundation Bike and by purchasing the Foundation Merchandising items. It is also possible for you to make voluntary monetary donations to be used as the Foundation sees fit, or you can specify a particular Foundation project for which it should be used. It is also possible for Lyoness Members to support active projects in their country by signing up for Educational Sponsorships. For further information regarding this, please visit the Lyoness Child & Family Foundation website: www.lyoness-CFF.org.


13.1. What is the Lyoness Greenfinity Foundation?
The Lyoness Greenfinity Foundation (GFF) was established in 2011 in Switzerland as a non-profit foundation. It is a politically independent, charitable organisation, which is actively involved in sustainably protecting the environment, realising innovative climate protection projects worldwide and promoting the use of renewable energies.


13.2. How is the Lyoness Greenfinity Foundation financed?
Every Lyoness Member who shops at Lyoness Loyalty Merchants receives money back with every purchase. The Foundation receives a fixed percentage of all purchases made through Lyoness, and donations. Through this, the Greenfinity Foundation’s projects are made possible.


13.3. What is the Ecological Footprint?
The ecological footprint is a widely used indicator for sustainability. It makes it possible to compare the human demands for natural resources with the capacity of resources the earth has to offer. In this way, it calculates which renewable methods can be used to balance out the use of resources.

During the Austrian Golf Tournament ‟Lyoness Open,” the Greenfinity Foundation calculated the ecological footprint of the sporting event for the first time, in cooperation with the European Tour and the Golf Environment Organisation (GEO). The goal is to make the footprint smaller by improving the ecological sustainability of the Lyoness Open. In addition to this, Lyoness Greenfinity Foundation offers you the option of calculating your own personal footprint with the footprint calculator on the website (My Footprint). More information at www.lyoness-GFF.org