Rewards Club Questions

Common Questions

  • Is there a limit to the amount of reward dollars i can earn in a day?

    Yes, you can earn a maximum of $1000 Reward Dollars in a 24-hour period.

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  • Do the reward dollars show up straight away in my account?

    Yes, Reward Dollars will appear immediately in your account after your payment has been completed.

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  • How do i know when my reward dollars will expire?

    All Reward Dollars expire six months after the date that they were first earned. You’re able to see when Reward Dollars are going to expire through your Rewards Club online account.

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  • Will my reward dollars expire even if i am consistently earning reward dollars but not spending them?

    The Rewards Club works on a first in, first out system. Each set of Reward Dollars earned has its own six month expiry. If you spend Reward Dollars, the oldest Reward Dollars will be spent first.

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  • Can i transfer reward dollars to another account?

    This can be done but will require the help of our support team. You can contact them by emailing rewards@joylab.co.nz

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  • Can i redeem my reward dollars on the same transaction that i earned them?

    No, you must redeem Reward Dollars on the next transaction, they can’t be earned and applied in the same order.

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  • Can i earn and redeem reward dollars when i’m splitting my bill with a friend?

    Yes, if you’re splitting a bill by a fraction or by items, but not if you’re splitting your bill by a set dollar amount (this method will mean the last person paying the bill will capture all Reward Dollars for the order, so just ask your salesperson to ring on items to the nearest dollar amount you’d like to pay, and voila!).

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  • I missed out on reward dollars with a transaction i forgot to link, what should i do?

    Email our support team at rewards@joylab.co.nz with your receipt and member details (card number is ideal, but otherwise a combination of name or phone number works too) and we can add your Reward Dollars manually.

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  • I have a customer account with you, can i still earn and redeem reward dollars?

    Yes you can, but as we will manually add your transactions to your account please allow for a 24-hour turnaround period.

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  • Where can i use my card?

    You can use your card at over 20 establishments Auckland-wide. To find out where, visit joylab.co.nz/establishments.

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  • What happens if i lose my card?

    You can simply pick up a new card from any Joylab establishment and add the card via your online account; we also advise you to remove the lost card from your account too.

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  • Can i have multiple cards?

    Yes, you can add multiple cards via your online account. Each one of these cards accesses the same account - just like having multiple bank cards for one bank account.

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  • What happens if i pick-up a card but don’t register?

    You won’t be able to redeem anything you’ve earned on the card until you’ve registered; simply sign up online at rewards.joylab.co.nz and add your card to begin redeeming.

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  • If i’ve registered online, how do i id myself in an establishment?

    Simply pick up a card and start earning (if you haven’t done so already), but just remember to link that card to your online account before you start redeeming.

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  • Can i go into a negative balance?

    No. That wouldn’t be a reward, that would be a debt. Not so joyous.

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  • Can i register more than once?

    No, not with the same email address.

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  • Why is my membership status joylab rewards and how do i change it?

    Sometime in the future we’ll be introducing silver and gold membership tiers that will give you access to better rewards and more personalised offers, but for now, everyone is automatically added to our Joylab Rewards Club.

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  • Can i register without an email address?

    No, the only way to register for the Club is with an email address.

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  • Still have questions?

    We're here to help! Reach out to us at ask@joylab.co.nz

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