Nespresso & You Terms and Conditions

Section A.    Multi-Year Benefits Program

1.Introduction 

1.1. As part of the Nespresso & You benefits program, Nespresso Israel Ltd. ("Nespresso", "the Company") provides benefits to active Nespresso customers, with eligibility for benefits determined by the customer's seniority and/or the volume of his purchases (for a definition of an active customer, see below in section 3).

1.2. The Benefits Program applies only to customers who use domestic coffee machines, and it does not apply to customers who use business machines.

1.3. A person registered with the Company under two or more customer accounts will be entitled to benefits for only one account.

1.4. In determining eligibility for benefits, purchases of all types of coffee marketed by Nespresso (Original and Vertuo) will be taken into account.

 2.Changes and Updates

 2.1. The Benefits Plan is a multi-year plan, and therefore the Company may cancel it or change its terms at any time at its discretion and in accordance with its business policy. As part of these changes, the Company will be entitled to change both the conditions of eligibility for benefits and the benefits themselves or cancel certain benefits.

2.2. The changes will be published on the Company's website and the Company will be entitled to notify them in other ways of publication, such as text messages or personal emails to customers. Advertising on the Company's website will be considered a notice that came to the customer's attention three days after its publication

2.3. Upon the introduction of changes and updates they will apply to all customers and the benefits and conditions of eligibility will be updated and set in accordance with the changes determined. It is clarified that changing and updating the details of the program may also apply to accrued seniority or entitlement prior to the date of the change, and no compensation will be given for a change that will affect entitlements accrued prior to the date of its application.

 2.4. Upon cancellation of the Program, all unrealized benefits will be canceled.

 3. Customers to whom the Program will Apply

3.1. The Benefits Program applies only to active customers. For this purpose, the following definitions will apply in these Terms and Conditions:

3.1.1. An active customer is a person who has purchased at least one sleeve of coffee capsules during the past 12 months;

3.1.2.A year of activity is a period of twelve months that begins on the first day of the month of commencement of each customer's activity.

3.1.3. Commencement month is the calendar month of the year during which a customer first became an active customer, or the calendar month of the year during which a customer returned to being an active customer after a period of cessation of being a customer, as applicable.

For illustration: If a person joins as an active customer or resumes operations on April 20 of any year, that customer's first year of activity will end on March 31 of the following year, and subsequent years of activity will begin on April 1 of each year and end on March 31 of the following year; the month of commencement of such customer will be April of each year in which he will be an active customer.

3.2. A customer who has not purchased coffee for 12 months will cease to be considered an active customer, his number of years of seniority will cease at the end of the 12-month period without purchase, and the years of seniority accrued to him until the cessation of his activity will no longer be taken into account. A customer who ceases to be active and returns to purchase coffee, his number of years of seniority will begin anew with the resumption of his activity and the month in which he resumed his activity will be considered the month in which he began his activity.

4. Customer Groups

The benefits program is based on assigning all of the company's active customers to one of three groups, with each group based on the customer's seniority or purchase volumes during the current year of activity. Following are details of the customer groups:

4.1. Connoisseur Group: Customers with five years of seniority or less or customers who purchased up to 500 capsules of coffee during the ongoing year of operation.

4.2. Expert Group: Customers with more than five years of seniority and less than ten years, or customers who purchased 500 capsules of coffee or more and up to 900 capsules of coffee during the ongoing year of operation.

 4.3. Ambassador Group: Customers with ten years of experience or more or customers who purchased 900 capsules of coffee or more during the ongoing year of operation.

When calculating the number of capsules purchased by customers, canceled orders, capsules returned against refund or capsules given free of charge will not be taken into account.

 Attribution to Customers Groups

 4.4. The assignment to any group is not permanent and may change according to a change in the seniority of the customers or according to a change in their purchase volumes during each year of activity, as detailed below:

4.4.1. The attribution of a customer to any group will be made according to a daily check of the volume of purchase of the Company's customers, that is carried out automatically.

 4.4.2. If, during a year of activity, the purchase quantities of a customer belonging to a certain group exceed the threshold that qualifies for belonging to a higher group, that customer will be assigned to the higher group immediately, i.e., from the end of the working day in which the said purchase threshold is achieved.

4.4.3. If, at the end of any year of activity, it turns out that the volume of purchase of a particular customer in the year ended has decreased from the threshold of activity or the threshold of affiliation with the group to which the customer was assigned in that year, that customer will be shifted at the beginning of the following year to a group of customers with a lower affiliation threshold, which corresponds to his purchase volumes, or to the group of inactive customers, as the case may be. Such a customer will be able to resume his activities by purchasing coffee, or shfit to a higher-level group if he fulfills the conditions stated in section 3 above.

4.4.4. The attribution of a customer according to his seniority shall be made on the night between the first and second day of the beginning of his month of activity.

5. Benefits for Connoisseur Group Members

Connoisseur group members will be entitled to the following benefits:

During the month of commencement of operations that will occur in the ongoing year, the customer will be entitled to purchase up to 300 capsules of coffee of all types at a 10% discount. The realization of this benefit cancels any other benefit and discount when purchasing coffee in the same month (there will be no "double benefits"). It is clarified that this benefit can be exercised only in Nespresso boutique stores and by telephone or online orders, and it cannot be exercised when purchasing at the duty-free store at Ben Gurion Airport.

6. Benefits for Expert Group Members

Members of the Expert group will be entitled to the following benefits:

6.1. During the month of commencement of activity that will occur in the ongoing year, the customer will be entitled to purchase up to 300 capsules of coffee of all types at a 15% discount. The realization of this benefit cancels any other benefit and discount when purchasing coffee in the same month (there will be no "double benefits").It is clarified that this benefit can only be exercised only in Nespresso boutique stores and by telephone or online orders, and it cannot be exercised when purchasing at the duty-free store at Ben Gurion Airport.

6.2. A customer belonging to this group will be entitled to purchase one coffee machine in a membership year, at a 30% discount, without being required to return an old machine. The discount will apply to the following Nespresso machine models: Atelier, Citiz & Milk, Lattissima One, Gran Lattissima, Creatista Plus, Creatista Pro, Vertuo Plus, Vertuo Next

The group of machine models may vary at the Company's discretion. The offer also includes 5 coffee sleeves.           Exercising this benefit cancels any other benefit and discount when purchasing a coffee machine (there will be no "double benefits").

6.3. Eligibility to participate in a private sale of limited-edition coffee and/or accessories that the Company will announce from time to time.

7. Benefits for Ambassador Group Members

Ambassador Group members will be entitled to the following benefits:

7.1. After a cumulative purchase of 25 sleeves in the current year of operation and against the purchase of five sleeves, a member of the Ambassador group will receive a gift of his choice from among the following gifts: a gift coffee sleeve, a gift accessory or a gift cookie box. The gifts may vary at the Company's discretion and will be given subject to existing inventory at the time the benefit is exercised. This benefit is given only once per year of activity.

7.2. During the month of commencement of activity that will occur in the ongoing year, the customer will be entitled to purchase up to 300 capsules of coffee of all types at a 20% discount. The exercise of this benefit cancels any other benefit and discount when purchasing coffee in the same month (there will be no "double benefits"). It is clarified that this benefit can be exercised only in Nespresso boutique stores and by telephone or online, and it cannot be redeemed when purchasing at the duty-free store at Ben Gurion Airport.

7.3. A customer belonging to this group will be entitled to purchase one coffee machine in a membership year, at a 30% discount, without being required to return an old machine. The discount will apply to the following Nespresso machine models: Atelier, Citiz & Milk, Lattissima One,Gran Lattissima, Creatista Plus, Creatista Pro, Vertuo Plus, Vertuo Next

The group of machine models may vary at the discretion of the Company. The offer also includes 5 coffee sleeves.

Exercising this benefit cancels any other benefit and discount when purchasing a coffee machine (there will be no "double benefits").

7.4. Eligibility to participate in a private sale of limited-edition coffee and/or accessories that the Company will announce from time to time.

7.5. Eligibility to participate in the pre-sale of new coffee editions that the Company will announce from time to time.

 7.6. A customer belonging to this group will be entitled to a total of two repairs per year free of charge, including collection and delivery and including loan of a replacement machine if necessary, for the machines listed in his customer account. The repair service does not apply to machines or accessories that were not imported by the Company to Israel. This service also does not apply to machines or accessories that the Company does not usually repair in accordance with its warranty regulations. Further, the repair service does not apply to Aerocino milk frothiers even if they have been sold as an integral part of an existing product, on machines purchased more than 10 years prior to the date of the service call, and on machines whose production of spare parts and accessories has been discontinued. The warranty policies can be found atnespresso.com/il/he/technical-service.

8. Non-Applicability of Benefits in a Duty-Free Store

8.1. The benefits of the Program cannot be exercised when purchasing at the duty-free store at Ben Gurion Airport.

8.2. Coffee purchases made by customers in the duty-free store will be taken into account for the purpose of their affiliation with customer groups and for the purpose of eligibility for various benefits.

8.3. It is clarified that the purchase data in the duty-free store is not updated immediately until after receiving the data from the company operating the store and recording it by Nespresso. Therefore, updating customers' eligibility for benefits or changing their affiliation following a purchase at the duty-free store will not be done immediately, but only after recording the data by Nespresso.

 9. Miscellaneous provisions

9.1. If a customer was shifted from one group to another during a year of activity, that customer will be entitled to benefits due to members of the group to which he was shifted from the date of the transition.

9.2. The Company is not responsible for any malfunction or damage caused due to a disruption in its data processing systems, whether the disruption was caused by an external attack on its data system or whether the disruption was caused by an internal malfunction in its computer system.

9.3. Operation of the Program requires regular contact with customers in order to send notices and updates regarding the eligibility status of each member. Therefore, a customer who has not given his consent to receive electronic messages will not receive updates regarding the benefits to which he is entitled or other notices and messages regarding his affiliation with one group of customers or another.

9.4. The Company has set as its policy to update customers who have agreed to receive electronic messages regarding the status of the benefits to which they are entitled and of changes that may apply to the customers' eligibility. However, this policy is not binding and the Company will not be obligated to send any messages and each customer must clarify his status and eligibility. Inquiries can be made at the Company's call center (at *2500) or on the Company's website.

9.5. The Program does not apply to employees of Nespresso Israel Ltd.; In addition, if employees of the Osem-Nestle Group are entitled to benefits under this program, the benefits under this plan will be deducted from the benefits to which they are entitled as employees of the Osem-Nestle Group.

9.6. The Program does not apply to purchases through indirect marketing channels, such as a purchase in the Wolt Store or a similar sales channel, and purchases through these channels will not be credited to the Customer for the purpose of accumulating benefits.

Section B.    Points Program

1. Part I: Description of the Program

1.1. The benefits program detailed below is based on accumulating points for various actions by the Company's customers, which the Company wishes to encourage.

1.2. Points awarded to customers under this Program may be converted into products or services that the Company will offer from time to time as benefits under the Program, with each product or service offered by the Company having a redemption value determined in points.

2. Part II: General Terms

2.1. The benefits under this Program are in addition to the benefits to which customers are entitled under other plans.

2.2. A person registered with the Company under two or more customer accounts will be entitled to benefits for only one account. A customer registered under two accounts must inform the Company to which account he chooses to credit the points.

2.3. For each of the actions specified in this Program (hereinafter: "Qualifying Actions") a credit value will be determined in points. A customer who performs a qualifying action will receive points in a number equal to the credit value set for that action, subject to the conditions set below for each action. The points each customer receives will be credited to him in his customer account. A customer will be entitled to receive, against the points he has accumulated under this Program, products or services that the company will offer from time to time, in accordance with the redemption value in points that the company will set for the product or service (hereinafter: "redemption value"). In any case where a transaction that constitutes a "Qualifying Action" is canceled, and the Qualifying Action granted the customer eligibility for points under the points program, the eligibility for the points granted to the customer as a result of that transaction will also be canceled, and those points will be deleted from the customer's account.

2.4. Points can be redeemed for products or services only when accompanied by a purchase transaction of five coffee "sleeves" or any other purchase on accumulated amount of 100 ILS.

2.5. The Company will be entitled to add qualifying actions to the Program and set credit values for them in points, and it will also be entitled to subtract from the Program qualifying actions. Subtracting a qualifying action from the Program will not affect the points accrued for that action prior to its substruction from the Program.

2.6. The redemption values of the products and services and the credit values of the qualifying actions are determined by the Company at its sole discretion, and the Company will be entitled to change these values. However, a change in the credit value of a qualifying action will apply from the date of the change onwards and will not affect previously accrued points. In addition, a change in the redemption value of a product or service will take effect 30 days after the date of notification of the change, thus enabling customers who have accumulated points to redeem them against a product or service before the change in its redemption value.

2.7. Points awarded to Customers pursuant to this Program may be accrued for a period of 12 months only, beginning on the first day of the month of commencement of the Customer's activity as defined in the Multi-Year Benefits Program in Section A of these Terms and Conditions (hereinafter: "Accrual Period"). At the end of each accrual period, points that have not been redeemed by the end of the period will expire.

2.8. This Program applies only to active customers of the Company as defined in the terms of the Company's multi-year benefits plan. Therefore, a customer who has not purchased the Company's coffee blends for a continuous period of 12 months will lose all points accrued to his credit. For avoidance of doubt, it is clarified that the purchase of coffee blends by virtue of which a person has become an active customer or a purchase by virtue of which an inactive customer has returned to being an active customer will not entitle the customer to points.

2.9. The points granted under this Program can only be redeemed against the products or services offered by the Company as part of the benefits under this Program. The points cannot be redeemed for the purchase of other products or services of the Company, and the points are not redeemable for money or any other benefit or right.

2.11 The Company is entitled, at its sole discretion and subject to applicable law, to set from time-to-time limitations and/or ceilings for redemption, regarding products or types of products that can be redeemed for points under the Points Program within a single purchase. Any limitation or ceiling will be published in the gift catalog and will detail the gifts to which it applies. The Company reserves the right to change these limitations and ceilings from time to time.

2.12. Points earned are non-transferable.

2.13. A product or service offered by the Company may be realized only against the full redemption value set for the product or service, and it is not possible to receive a product or service against supplement of the redemption value by monetary payment.

2.14. Redemption of points for products or services can be made on the Company's website only.

2.15. In addition to redeeming points for its products and services, the Company may also offer points redemption for third party products and services. In the event that points are redeemed for third party products and services, the Company will not be responsible for the quality of the service or product, its safety, or for any other matter related to the product and service, and any claim or demand that the customer may have with respect to a third party product or service will be directed to the party providing the product or service.

 2.16. The cancellation of a purchase of a product or service, made through the redemption of points, will be carried out in accordance with the mechanism detailed below:

 2.16.1. According to these terms, points can only be redeemed if a separate purchase transaction is made, as outlined in Section 2.4 of this chapter ("Base Transaction"). Therefore, when a Base Transaction is made and it is accompanied with the customer's redemption of points for a product or service, the customer will have the right to cancel the redemption of points only if the base transaction is also canceled at the same time, in accordance with Nespresso’s cancellation policy detailed in the following link [here]. Accordingly, if the customer wishes to cancel the Base Transaction, the redemption of points made alongside it will also be canceled, and the customer will be required to return the product received through the point redemption.

2.16.2. In the event of a cancellation as detailed in Section 2.14.1 above, cancellation fees will be paid according to the Company's cancellation policy, and they will be calculated solely based on the cost of the Base Transaction. In this case, the points will be fully refunded to the customer. 

2.16.3. In any case, it is clarified that no monetary refund will be provided for products or services purchased using points redemption. 

2.16.4. It is clarified that the above provisions apply solely to the redemption of points for products and services marketed by the company, or third-party vouchers that have not yet been redeemed by the customer. These provisions will not apply in cases where points are redeemed for vouchers or coupons intended for redemption with a third party (including event vouchers, gift certificates, etc.), for which point redemption cannot be canceled if the relevant voucher/coupon has already been redeemed by the customer with the third party..

2.17. Updating the balance of each customer's points in the Company's information systems following a qualifying action as well as following the redemption of points may continue up to six (6) business days from the date of execution of the action or redemption of points, as applicable. Therefore, the following provisions shall apply:

2.17.1. Points added to a customer's accrual will be redeemable only after the actual balance of points is updated;

2.17.2. If during the period of time during which the balance of a customer's points is updated following a points redemption, he performed more than one redemption action and as a result he redeemed points in a number higher than the number of points he accumulated, the company will be entitled to cancel the redemption of the excess points and the provision of the benefit deriving from it, or alternatively the company will be entitled to credit to the customer a negative balance of points that will be offset against points accumulated by him in the future.

2.18. A product redeemed against points will be supplied by regular delivery only and not by special shipments or flash shipments.

2.19. Notices of changes in the Program, including changes in the realization values of benefits, changes in credit values of qualifying actions, subtraction or addition of qualifying actions, changes in the terms of the Program, etc., will be published on the Company's website. Publication of a notice on the Company's website will be considered as having been delivered to each customer, and each customer will be held to have seen the notice three days from the date of its publication.

2.20. Accrual of points according to this Program will begin on February 8, 2023, the date of launch of the Program.

2.21. The Program does not apply to purchases through indirect marketing channels, such as purchases at the Wolt Store or a similar sales channel, and purchases through these channels will not be credited to the Customer for the purpose of accumulating points.

 3. Part III: The Qualifying Actions

3.1. Purchase of a Vertuo machine

3.1.1. Purchasing a new Vertu coffee machine entitles the buyer to 250 points.

3.1.2. The purchase of the machine will earn points even if the buyer was not a registered customer of Nespresso prior to the purchase, however in such a case the credit in points is conditional on the registration of the buyer as a customer of Nespresso.

 3.1.3. The credit in points for the purchase of the machine, whether he is an existing customer or a new customer, is conditional on the purchase of at least one sleeve of coffee intended for use in the Vertuo machine within 60 days from the date of purchase of the machine and such points credit will be made after such purchase.

3.1.4. The credit in points for the purchase of the machine to a customer who purchased the machine through an independent marketing channel (i.e. not from Nespresso Israel Ltd.), is conditional on the purchase of at least one sleeve of coffee intended for use in the Vertuo machine within 60 days before registration of the machine and up to 60 days after its registration and will be made after such purchase.

3.1.5. The purchase of a machine imported to Israel by a party other than Nespresso Israel Ltd. does not constitute a qualifying action and no points will be awarded for it. Customers who purchase the machine through independent marketing channels such as electrical stores or online shopping sites are required to verify with the seller that the machine was supplied to them by Nespresso Israel Ltd.

3.1.6. Only a purchase against payment with money entitles points credit under this qualifying action.

3.2. Referring of Customers ("friend brings friend")

3.2.1. A referral of a person who is not registered as a Nespresso customer by an existing customer and his joining as a new customer following such referral will entitle the customer who made the referral to 400 points.

 3.2.2. Modes of adding another person as a customer will be specified on the Company's website. Only addition of customer in a manner that conforms the referral methods set forth on the Company's website will be considered a customer's referral.

3.2.3. The credit in points for adding a person as a customer will be given only for referring people who are not registered with the Company as existing customers. A referral of a person who is registered with the Company as a customer will not be considered a a referral, whether that person purchased products from the Company in the past or not.

3.2.4. For avoidance of doubt it is clarified that a relative of an existing client who resides with him, a person who shares residence at the same house with an existing client, or any person who shares with an existing client the use of the same coffee machine, will not be regarded as new clients.

3.2.5. The Company shall be entitled to set conditions for identifying new customers, including presentation of identification documents.

3.2.6. Customer credit for points for referring a new customer will be made only after the joining customer purchases at least one coffee sleeve within a period of 60 days from the date of joining.

3.2.7. The number of joining of new customers that may entitle a customer to points according to this part is limited to five in a year of activity (i.e. each customer may gain a maximum of 2,000 points for adding new customers in a year of activity).

3.3. Delivery of capsules for recycling

3.3.1. Delivery of any dedicated Nespresso recycling bag containing at least 50 used Nespresso coffee capsules will entitle the delivering customer to a credit of 40 points.

3.3.2. The points will be credited to the customer only for handing over to the courier of Nespresso a designated recycling bag of Nespresso that contains capsules in the quantity specified above, and after registration of the delivery on the designated landing page.

3.3.3. The credit for points will be given only for delivery of a designated Nespresso recycling bag containing capsules in the aforementioned quantity to the Company's courier and / or by registering on a landing page in the various boutiques.

3.3.4. The credit will be given for recycling of used Nespresso coffee capsules only. A recycling bag containing other coffee capsules or other objects will be disqualified and will not give the person who delivered it the credit.

3.3.5. The credit will be made within six business days from the date of receipt of the recycling bag by the Company.

3.3.6. The number of recycling bags that will be submitted for recycling and will be credit points is limited to twenty per year of activity (i.e. each customer can earn a maximum of 800 points for delivering coffee capsules for recycling).

3.3.7. The maximum number of recycling bags to be submitted for recycling and crediting with points is limited to 3 in a calendar month.

3.4. Participation in Activities in Social Networks

 3.4.1. Participation in activity on Facebook and Instagram as a Nespresso "follower" will credit the participating customer with 30 points.

3.4.2. Eligibility for points for this action is one-time for each of the networks (i.e. a maximum accrual of 60 points in a year of activity).

3.4.3. The methods of registration of the tracking operation will be determined by the Company and will be published on the Company's website.

3.5.Purchase of Limited Edition Coffee

3.5.1. Purchase of limited edition coffee sleeve earns 50 points.

 3.5.2. Accumulation of points according to this part is one-time for each mixture, so the purchase of an additional sleeve of the same mixture will not earn additional points.

3.5.3. Only a purchase against payment in money will entitle to a credit of points under this qualifying action.

3.6. Monthly purchase for a continuous period of three months

3.6.1. Purchase of at least one coffee sleeve per month, for a continuous period of three months, entitles the customer to 150 points.

3.6.2. Only a purchase against payment with money will entitle to a credit of points under this qualifying action.

3.6.3. The number of qualifying transactions under this part is not limited, however each monthly purchase will be counted only once, so that in practice during the accrual period, a maximum of four credits and 600 points may be accumulated as part of this qualifying action.

3.6.4. Notwithstanding any other provision in these Terms and Conditions, the points for this action will be updated at the beginning of the following month of each calendar month.

3.7. Participation in online activities

3.7.1. Participation in an online survey or other online activity of the Company entitles the customer to 50 points.

 3.7.2. The methods of participation in the online surveys or other online activities will be determined by the Company and published on the Company's website.

3.7.3. If an online survey is conducted through several online platforms (such as Facebook, Instagram, etc.), participation in the same survey through multiple platforms will be considered participation in only one survey.

3.7.4. The number of participations in online activity is limited to ten in a year of activity (i.e. each customer may earn a maximum of 500 points for participating in online activity in a year of activity)

3.7.5. It is clarified that the activity that entitles a customer to points for this activity does not include answering satisfaction surveys.

3.8. Purchase of coffee sleeves

3.8.1. Purchase of each coffee sleeve will entitle to a credit of three points.

3.8.2. Only a purchase against payment in money entitles to a credit under this qualifying action.

3.8.3. A customer may earn points under this qualifying action without limitation.