Terms & Conditions

cu ok Membership Programme – Terms & Conditions 

1.     The ‘cu ok’ Membership Programme (Programme) and ‘cu ok’ Mobile App (Mobile App) are proprietary to Maslee Express Sdn Bhd  (917353-V), where acceptance of any person(s) to the Programme shall be subject to the approval of the Company and once accepted by the Company, participation by any such person (Member) in the Programme shall be subject to the terms and conditions contained herein. The Programme is only accepted at Company branded supermarket (Supermarket) situated in Malaysia or the participating merchants that registered with the Company.

2.       In order to become a Member, the applicant must agree to the terms and conditions. The Company reserves the right to make amendments or variations to the terms and conditions from time to time.

3.       Participation in the cu ok Membership Programme is open to all citizens and non-residents aged 18 years old and above.

4.       The Application fee for the Membership Programme is RM 10.00 and the Renewal fee per year is RM 10.00 (for both Physical Member Card and E-Card). For any lost or damaged of physical Member Card, there is a charge of RM 10.00 for Card replacement.

5.       Every transaction of RM1 (exclusive of tax) will be awarded 1 loyalty Point. Member must spend a minimum of RM1 and above on qualifying purchases in a single transaction.

6.     Once the Member Account is credited the loyalty Points corresponding to the Qualifying Purchases, a transaction receipt prepared by the cashier at the checkout counter shall be issued to the Member. Such transaction receipt shall be conclusive record of the Qualifying Purchases made as for the loyalty Points accumulated will be shown at the membership account within 24 hours. Member will be able to check up to 6 months loyalty transaction available at ‘cu ok’ Mobile App.

7.     Purchase of the following items are not entitled for any point awarding:
a. Gift card/cash vouchers purchase
b. e-pay services, for i.e., mobile reload, IDD reload, online game reload, e-wallet reload, Touch ’n Go reload, e-pay reload, utilities bills payment, payment to authorities and etc.
c. Delivery charges, repair & service Charges.

8.     The loyalty Points awarded and credited to the App and Card cannot be transferred or assigned to another App and Card or any other card issued by or on behalf of the Company or combined or aggregated with the loyalty Points of such App or Card or otherwise dealt with except in accordance with this Agreement. The loyalty Points have no cash or monetary value.

9.     Member must present their ‘cu ok’ Member App or Card to cashier before every transaction. Failure to do so, no point will be awarded for the purchase made.

10.  Member who does not pay the renewal fee after membership expired for 3 months or does not made qualifying transaction and collect any loyalty points for 12 consecutive months, will be removed from the Programme and all unredeemed points and unused rewards or Vouchers will be removed from the Member Account. Member needs to re-apply for a new membership if they wish to re-join the Membership programme.

11.   The Points accumulated will expire after 2 Years from the month where the points are awarded. All the points will be zeroized in following month after 2 years. Please refer to the example below regards on the points.

12.   1 month before the Card Expiry Date, the Company reserves the right to auto convert the accumulated unredeemed points in the Member Account to E-Gift Voucher based on the threshold available in ‘cu ok’ Mobile App Rewards catalogue. 

13.   E-Gift Voucher has a validity period of 1 month with Expiry Date stated in the E-Gift Voucher, beyond which they cannot be used or reissued. Additional terms and conditions may be found at the E-Gift Voucher.

14.   The Member may refer to the Rewards catalogue available at ‘cu ok’ Mobile App or the participating outlet for redemption, which shall be for the purpose of information and illustration only and shall not be construed as constituting any representation or warranty as to their availability.

15.   The Company gives no representation or warranty with respect to any products and/or services featured in the Rewards catalogue. Where the Rewards are covered under any manufacturers' warranty, any disputes or claims shall be forwarded directly to the manufacturers concerned.

16.   For Rewards that are to be redeemed from participating merchants or suppliers of Rewards as shall be appointed by the Company from time to time, the Member shall present his/her Card and national identity card (NRIC) for Rewards redemption.

17.   Member who has redeemed his/her points for any ‘cu ok’ rewards, i.e., merchant products or services, is not eligible for refund or cancellation from the Company.

18.   The Member is responsible to examine, immediately upon receipt, the Rewards for any defects or damage, whether in its packaging or otherwise, and to verify the contents of the Rewards. Where the Reward or its packaging is found to be damaged or defective or that the contents therein is incomplete / damage, the Rewards be immediately returned the Rewards to the Customer Service at the Supermarket.

19.   The Company reserves the rights to reject any request for the replacement of faulty or damaged Rewards should the Member fail to return the same in the manner and within the time period set out as stated above.

20.   It is the Members’ responsibility to notify the Management of ‘cu ok’ on any change of personal particulars, lost or damaged card.

21.   Member needs to update or correct the provided personal data via ‘cu ok’ Mobile App from time to time.

22.   The Member agrees that the Personal Data may be used by Company for the purposes below.
a. To associate the App or Card to the Member and to update information (if required)
b. To process the application by the Member for related services;
c. Management, operation and maintenance of Member's account, system including audit and exercising the rights of the Company under the terms and condition
d. Designing new or improving existing services provided by Company, our subsidiaries, associates and affiliates;
e. Communication by Company to Member;
f. Investigation of complaints, suspected suspicious transaction and research for service improvement;
g. Prevention or detection of crime or fraud; and 
h. Disclosure as required by law, rules, regulations, codes or guidelines.

23.   Member is deemed to have subscribed to the marketing mailing list upon registered as a ‘Member’ in the App and the Company will send or deliver the marketing information and relevant updates (“Newsletter(s)”) via push notification, SMS, electronic direct mail (e-DM) and/or direct mail (DM).

24.   The Member may terminate his/her membership anytime by giving notice in writing to the Company. However, there will be no refund of points collected or registration fee in any form for termination of membership.

25.   Any abuse or fraud with respect to The Points under the Programme or redemption of Rewards will result in the cancellation of the Member's participation in the Programme, cancellation of the Card and revocation of The Points or return of redeemed Rewards (or its reasonable compensation thereto).

26.   The Company reserves the right to restrict, suspend, or change the features and benefits of the membership programme, including the terms and conditions from time to time without prior notice or assigning any reasons.

27.   The Company shall not be liable for any loss of accumulated The Points or loss or damage suffered as a result of any defect or error in any machines or inability to retrieve any information or data from the computer system.

28.   The Company shall not be liable howsoever for any errors, delays, loss or damage, which may be directly or indirectly due to breakdown, failure of machinery or the processor; or industry dispute, war, act of God, system failure and anything outside the control of the Company.

29.   The Company shall not be liable for any loss or damage suffered by the Member due to the following reasons:
any failure by the Reward supplier to abide by the terms and conditions on which it has agreed to provide the Reward;
any statement, communication or implication arising from any revocation, suspension or restriction of the use of the Card; and
any failure or omission to notify the Member of any changes in the terms and conditions of this Agreement, Rewards Guide, participating companies, Qualifying Purchases and The Points awarded for Qualifying Purchases.

30.   A Member can contact ‘cu ok’ Hotline at +6016-733 1737 or email to crm@cuok.com.my in the event of any query.

cu ok eStore – Terms & Conditions

This cu ok mobile app and website are owned and operated by Maslee Express Sdn Bhd  (917353-V), hereafter known as company. 

These online shopping Terms and Conditions apply to all purchases ordered online through the cu ok Online website and mobile Application (“APP”) hosted by cu ok.

1. GENERAL

1.1. You agree that the Company reserves the right to amend these terms and conditions at any time, in the Company’s sole discretion, by posting any such amendment(s) to the Company’s platform without prior and separate notice.

1.2. Your continued use of the site or any part of it after amendment to these terms and conditions is posted will be deemed as full knowledge and acceptance of the revised terms and conditions. If you do not agree to any such amendment(s), your sole recourse shall be to cease using the site.

2. REGISTRATION AND ACCOUNT SECURITY

2.1. To register with the account, you must be over eighteen (18) years of age.

2.2. Customer is required to register before placing any order through this platform. During the registration:

• You must provide us with accurate, complete and up to date registration information;

• You must safeguard your username and password;

• You authorize us to assume that any person using the site with your username and password is either you or is authorized to act for you.

2.3. The Company has the absolute discretion to refuse registration of a potential customer and to terminate the registration of any customer for any reason whatsoever.

2.4. Customer must register their personal details or business information and keep the Company informed of any changes via the CU OK App.

2.5. Customer shall be liable for every order made under your login and agrees to indemnify the Company for all claims, damages whatsoever made by any third party arising from the actions of a person placing orders through this platform using your login.

2.6. Should you find any unauthorised use of your login, you shall notify the Company immediately and effectively.

3 PRICE AND PRODUCT

3.1 The Company shall make every effort to ensure that prices, details and sizes of products on this platform are up to date. Prices are subject to change without prior notice and all orders are subject to Company's acceptance at its sole discretion and stock availability.

3.2 The Company shall make every effort to ensure products displayed on the platform are in stock. If from time-to-time products become out of stock, the Company reserves the right to offer alternative product/s to the Customer of similar value and range.

3.3 Prices charged for purchases on this platform may be different from those charged in our stores.

3.4 The prices charged are those applicable on the day you order.

3.5 When ordering products by weight, CU OK reserves the right to supply products with a weight difference. However, CU OK shall make every effort to ensure the weight difference is minimal and as close to Customer’s request. 

3.6 Prices charged for purchases of goods on the CU OK Online are:

i) Only applicable on the day of order; and

ii) May be different from those charged in our physical stores.        

3.7 All orders are subject to confirmation of final availability and the Company reserves the right to reject the order in the event that any of the products or services requested is unavailable. In the event that we are unable to fulfil any of the products or services in your order, we will notify you by phone or email.

3.8 All pictures and images of the products displayed on this site are for illustration purposes in order to help the customer to recognise the products only. The actual size, dimension and colour of the products may differ.

4 ONLINE ORDERS

4.1. Once you have selected a product that you wish to order via CU OK Online, you will then be shown (on the platform) the charges you must pay including tax, if applicable, and any applicable delivery charges. 

4.2. Customer shall pay for the order in full at the time of delivering/collecting the products based on the payment mode acceptable by us.

4.3. We shall not be obliged to supply the product to you until we have accepted your payment of the order. 

4.4. Until the time when we accept your payment of the order, we reserve the right to refuse to process your order or hand the products to you. 

4.5. Customer has to choose either to collect the goods at the selected store or for the goods be delivered to a designated delivery address.

4.6. We reserve the right to cancel your order if we found any dispute or potential fraud. 

4.7. You may earn reward points (“CU OK”) by buying all product listed at participated outlet at CU OK Online. Reward points will be credited to Customer’s Account upon completed payment of a successful transaction and processed the order. 

4.8. All the CU OK Membership programme Terms and Conditions are applied to the customer who registered at CU OK Online.

5. Availability 

5.1. The availability of the products presented on the Platforms depends on stock in stores and the Company does not guarantee the availability of products. 

5.2. In order to ensure that products are available to all customers, the Company has the right to set maximum limits in advance for the purchase of individual items by a single Customer. For example, if the Customer makes an order of 10 bottles of chilli sauce which would use up all the stock of that store, the store may only deliver 5 bottles. 

5.3. The Customer shall always be notified in advance if the products requested cannot be delivered by reason that it has exceeded the maximum or restricted limit. 

5.4. The company reserves the right to reject the order if any of the product or services requested is unavailable.

5.5. The company reserves the right to limit your order or the quantity of a particular product you may order.

5.6. Delivery charges will be imposed for cancellation/refund request agreed by both parties, the Company and the Customer. 

6. CANCELLATION

6.1 The Company may cancel an order if the product is not available for any reason. 

6.2 You are not allowed to cancel the order once a Confirmation of Order is issued. If you wish to seek further information or assistant, kindly contact our customer service hotline +60167721808

7 RETURN / REFUND

7.1. You must be lodged to our customer service hotline +60167721808 at the time of collection/ delivery for any deficiencies and/or damages; otherwise, we shall have the discretion to refuse your claim.

7.2. For product collected from store which is found to be defective and/or is damaged inside the packaging after collection, you may return and bring back the defective product to the store where you collected the product within 3 work days. You must present a valid receipt of the purchase for the return.

7.3. For home delivery, drivers are under no obligation to bring back any faulty or damaged products, or incorrect items back to the store at the time of delivery. If you discover any defect or damage inside the packaging after the home delivery process, please take a photo and email to us at help@cuok.com.my within 3 work days, with valid receipt. We will investigate and process refund through E-voucher within 7 work days.

7.4. Exchange of the product or refund for the product can be arranged for the following reasons:

• If the product is obviously expired / damaged upon collection at the store / at time of delivery.

• If the product is expired / damaged inside packaging after collection/ delivery; and you contact customer service within 3 work days.

• If the product ordered is different from the item collected at the store/ delivered.

7.5. We will inspect the returned product upon return by you. If one or more of the conditions in 7.4 is fulfilled, you are entitled to choose between an exchange of the product if the product is available in our stock.

7.6. Products returned for a refund shall be refunded at the price which you had paid at the point of ordering.

7.7. For CU OK membership card, in the event of a refund, all member points received for the purchase of the refunded products will be removed from the CU OK member account.

8. PRODUCTS COLLECTION AT PARTICIPATING OUTLET

8.1. The point of collection is confirmed based on the outlet selected by the Customer at CU OK Online.

8.2. Customers can choose to collect their goods directly from selected CU OK Online based on the selected timeslot.

8.3. The Customer is required to make full payment during collection based on the available payment mode.

8.4. If the Customer is not available to collect the order personally, an authorized representative may collect on his/her behalf. The Customer is required to call our customer service to inform and provide the information of the representative and the representative must be over 18 years of age. 

8.5. For you to collect your order, please show us your Confirmation Order as proof of order.

8.6. Order will be cancelled if the Customer does not collect the order or make the payment within 3 hours from the time of order confirmation by CU OK Online. 

8.7. The Company will not entertain any request for change of point of collection once the order confirmation has been issued.

8.8. The Company reserves the right to withhold delivery of the products to the Customer if we have any doubt whatsoever as to credit worthiness or unable in showing proof of order by Customer.

8.9. No delivery charges apply for order collection at selected outlet. However, we reserve the right to charge a minimum administration charges/ delivery charges for any special redelivery arrangement or return request.

9. HOME DELIVERY

9.1.    The Company shall deliver the order to the delivery address provided based on the                     selected timeslot at CU OK Online. 

9.2. Delivery time is confirmed based on the timeslot selected by the Customer. 

9.3. Delivery is available to residential area within 10KM from outlet selected by the Customer at CU OK Online.

9.4. Whilst the Company makes every effort to deliver all orders within the agreed delivery time, the Company will not be liable if it fails to do so in part or in full due to circumstances beyond its control.

9.5. The order will be delivered to the Customer via our delivery team, delivery company or personnel appointed by CU OK based on timeslot selected at CU OK Online. 

9.6. Our delivery team will deliver the order to the main entrance of the delivery address provided. At Customer’s request, our delivery team may carry Customer’s order into the delivery address, for example, to a particular floor in an apartment block or into the kitchen but only if: 

a) the driver has the permission of the Customer, 

b) the driver believes that it is safe to do as per Customer requests, 

c) there is no obstacle preventing entrance, for example a locked main door. 

9.7. The Company reserves the right to deliver only to the main entrance of the delivery address provided.

9.8. If there is nobody qualified to receive the products at the agreed delivery time by the Customer, the Company will leave a notification of the attempted delivery, and Customer is required to contact our customer services to re-arrange delivery. 

9.9. If Customer requests for re-delivery, the Company will charge an additional re-delivery fee of RM 15 for providing the services. 

9.10. If the delivery includes alcoholic drink(s) or any other age-restricted item(s), you are deemed to agree to ensure that a person of 21 years of age or older with appropriate identification is present to collect the delivery of the item(s). CU OK reserves the right to not deliver any age-restricted product to anyone who is, or appears to be under, the age of 21 years old, and to charge the customer an additional re-delivery fee of RM 15.

9.11. Delivery charges will be calculated based on the delivery distance from the outlet selected by the Customer at CU OK Online.

9.12. Delivery charges will be calculated during order check out at CU OK Online, and the summary of the payment details will be sent to the registered email. 

9.13. The customer is required to contact the customer service hotline at +60167721808 for the following circumstances: 

• If there is any change of delivery address/contact details after the submission of order and before the delivery date

• Rescheduling of delivery date

• Rescheduling of delivery time

• Request for a specific delivery date/time

9.14. The Company reserves the right to charge the minimum administration charges/delivery charges for any other special redelivery arrangement or return request.

9.15. No amendment to an order item is allowed once the order has been processed. 

9.16. Full payment card authorisation for the amount corresponding to the total price of online order (including delivery charges, tax) that the Customer has requested shall be made on the day of collection of order by the Customer.

9.17. To add any additional item(s), kindly make a second order prior to delivery and inform us via customer service hotline. All amendments if agreed to surcharge or cancellation of deliveries must be confirmed via a reply through customer service hotline/WhatsApp at +60167721808.

10. PAYMENT TERMS

10.1 We shall not be obliged to supply the product to you until we have accepted your full payment of the order.

10.2 Payment for all orders shall be made in Malaysia Ringgit (MYR). We accept payment for orders by the payment card or payment mode available at the selected store or machine used for delivery.

10.3 The Customer can pay upon collection of delivery by payment card recognised by the payment machine used by CU OK appointed delivery team. Therefore, Customer will only be charged upon collection of delivery.

10.4 The Company will not accept cash as payment mode.

10.5 We do not accept online payments, cheques, food stamps or third-party coupons.

11. Promotion

11.1 The promotions introduced by CU OK Online will only be valid for a time specified and while stocks last. No compensation or cash will be offered in the event that the goods on promotion are no longer in stock. Any form of promotion introduced by CU OK Online will be subject to additional term and conditions which can be found on website and app, are hereby incorporated by reference into this Term and Conditions.