URKU Rewards — Terms & Conditions

Version 2 · Last updated 26 October 2026

URKU Rewards is run by URKU IMPORTS (ABN 60 786 178 092), 126 Greville St, Prahran VIC 3181 ("URKU", "we"). You agree to these terms when you tap Join on our join page, or when our team signs you up at the counter after showing you where to find them. Our Privacy Policy explains how we handle your information.

1. Joining

1.1 URKU Rewards is free and optional.

1.2 You must be 15 or over and have an Australian mobile number. If you're under 18, you need permission from a parent or guardian to join.

1.3 One membership per person. Each mobile number and email can belong to only one membership. If you have two, we can merge them and combine the points.

1.4 Join on your phone (scan the QR code on our counter screen) or ask our team.

1.5 Please tell us if your mobile number or email changes, so your membership stays linked to you.

2. Earning points

2.1 You earn 10 points for every $1 of the final amount you pay at an URKU counter, including our event counters. That's 10c back for every $1. The final amount is after discounts and includes any weekend, public-holiday or card surcharge. Points are rounded down to whole points per purchase.

2.2 To earn points, your purchase must be linked to your membership. Give us your mobile or email at the counter, or pay with a card you've chosen to link to your membership. You can ask us to unlink a card at any time.

2.3 Orders placed by table QR code (order.urku.au) aren't linked automatically. Ask our team to add them.

2.4 Missed a purchase? Show us your receipt or the card you paid with within 30 days and we'll add the points.

2.5 Points are added once your card payment is approved, or when a cash order is paid.

2.6 You don't earn points on the part of a purchase paid with points.

2.7 Purchases on our online store (urku.au) don't earn points.

2.8 Orders through delivery apps (such as Uber Eats) don't earn points.

2.9 Buying a gift card doesn't earn points. You earn points when the gift card is spent.

2.10 Orders we quote and invoice separately, such as event catering, corporate gifting and wholesale, don't earn points.

3. Using points

3.1 Every 100 points gives you $1 off the goods in an order. Points are used at our counter only, and our team applies them. The rewards page and wallet card show your balance, but you can't redeem through them.

3.2 You can use any number of points as a discount, or choose a reward from our rewards list.

3.3 Item rewards (for example, the "Pintado reward") take that item's price off your order. If the item has sizes or time-based prices, we use the highest one. The points needed are 100 per $1 of that price, so they change when the price changes. The rewards list always shows the current points and dollar value. You can use the credit on anything in your order. Paid extras (such as alternative milk) aren't included.

3.4 You can make one redemption per order. It can't be more than the value of the goods in that order. If the reward is worth more than your order, we deduct only the points for the value used, and the rest stay in your balance.

3.5 Points have no cash value. They can't be exchanged for cash or given as change, and they can't be transferred to anyone else.

3.6 Before you use points, we may ask you to confirm the mobile number on your membership.

4. Bonus points

4.1 Welcome bonus: 50 points, once, for a new membership created on your own phone with SMS verification. It isn't given for memberships created at the counter, or to a number that is already a member.

4.2 Birthday bonus: 200 points on your birthday each year (Melbourne date). To get it, you need to have given us your date of birth (ask our team to add it), given us your mobile or email, and agreed to receive offers. If you withdraw your agreement to receive offers, the birthday bonus stops.

4.3 Other bonus promotions have their own terms, shown with the promotion.

5. Status levels

5.1 Your level is based on the total points you've ever earned. Using points doesn't lower it. The levels are Quartz (1,500), Turquoise (5,000), Emerald (15,000) and Platinum (30,000). Levels don't go down, except to correct a mistake. We may also give a member a level.

5.2 Levels currently come with no extra points, discounts or other benefits. We use them to recognise regulars and, if you've agreed to receive offers, to tailor those offers. If we add benefits, we'll tell you.

6. Expiry

6.1 Points don't expire, and there's no inactivity rule. You can lose points only as set out in clauses 7, 8 and 9.

7. Refunds and corrections

7.1 If a purchase is refunded, voided or cancelled, we'll give back any points you used on it and remove the points you earned on it (in proportion for a partial refund). Your balance won't go below zero.

7.2 If points are added or removed by mistake, we'll correct your balance and tell you (if we have your contact details). If you disagree, contact us (clause 10). We don't otherwise remove points.

8. Changes

8.1 We may change these terms or how URKU Rewards works. Changes aren't backdated. If a change reduces the value of your points, or makes them harder to earn or use, we'll give you at least 30 days' notice by SMS or email (if we have your details), on our rewards page and at our counter. You can keep using your points on the current terms until the change starts. Item-reward points moving with prices under clause 3.3 aren't a change under this clause. Adding or removing rewards from our rewards list isn't a reduction, as long as you can always use points as a discount at 100 points = $1.

8.2 We may end URKU Rewards with at least 60 days' notice. You can use your points until the end date.

8.3 We may briefly pause earning or using points for system issues. Points you have aren't affected.

9. Closing a membership

9.1 You can close your membership at any time by emailing hello@urku.com.au. We'll tell you your balance first so you can use it, and close it once you confirm. Unused points lapse when the membership closes.

9.2 We may suspend or close a membership, or remove points, only for fraud, misuse (such as claiming other people's purchases) or a serious breach of these terms. We'll remove only points obtained improperly; points you earned legitimately stay usable. We'll tell you why and let you respond, unless that would prejudice an investigation.

10. Questions, complaints and your rights

10.1 Email hello@urku.com.au. We'll respond within 10 business days. If you're not satisfied, you can contact Consumer Affairs Victoria. Privacy requests and complaints are handled as set out in our Privacy Policy.

10.2 Our goods and services come with guarantees that can't be excluded under the Australian Consumer Law. Nothing in these terms excludes, restricts or changes those rights or any other rights you have by law.

10.3 Victorian law applies.

11. Our name

11.1 The URKU name and logos belong to us. These terms don't give you any right to use them.

URKU IMPORTS (ABN 60 786 178 092) · 126 Greville St, Prahran VIC 3181 · hello@urku.com.au