Loyalty Program Management Agreement
Only the French language version of the Loyalty Program Management Contract is authentic between the parties and may be produced in court.
INDEX
1. The contract
1.1 What is this document?
1.2. Who are the different parties involved in this contract?
1.3. When does this contract come into effect?
1.4. What is the duration of this contract?
1.5. How can this contract be changed?
1.6. Can you assign this contract?
2. Carlo Services
2.1 What are Carlo's services?
2.2 The Carlo loyalty program
2.2.1 What is the Carlo loyalty program?
2.2.2. What is the territorial scope of the Carlo loyalty program?
2.2.3. What is the management of the Carlo loyalty program?
2.2.4. What do you need to do to accept a payment through the Carlo loyalty program?
2.3 The Carlo App Business app
2.3.1 What is Carlo App Business and how is it different from Carlo App?
2.3.2. What information will you get through your Carlo App Business application?
2.4. Access to payment services provided by Carlo and Lemonway
2.5. How can I access Carlo's services?
2.6. Is permanent and error-free access to Carlo services guaranteed?
3. Cost, payments and amounts derived from Carlo's services
3.1. How and when will you receive the amounts corresponding to purchases made through the Carlo loyalty program in your business?
3.2. What is the price of Carlo services, who pays it and how?
3.3. If 3 % is the price of Carlo services, what happens to the remaining discount of 10 % that you will not receive on each of your Carlo App sales?
4. Other obligations
5. If you have a problem
5.1. Returns, exchanges and refunds of products or services purchased through Carlo App
5.2 What is the deadline for filing a complaint and what are the consequences?
5.3 Our liability under this contract
5.4. Suspension of Carlo services
5.5. Applicable law and jurisdiction
5.6. Partial nullity and divisibility
6. Other aspects of this contract
6.1. Intellectual and industrial property
6.2. What happens to personal data?
6.3. How do we communicate? Contact details
Appendix: example of a sale made with the Carlo loyalty program
1. This contract
1.1. What is this document?
This document constitutes the contract that governs the rights and obligations that you and we will have in relation to the Carlo Services, as defined by us. This contract is the only valid document for this purpose and, therefore, it will prevail over any other document, transaction or offer.
1.2. Who are the different parties involved in this contract?
On one side, you, the “Merchant”. You are a person, natural or legal, acting in your professional field or activity.
On the other hand, we, Carlo. We are the providers of Carlo App and, legally, we are registered as a Limited Liability Company under the name of CARLO TECHNOLOGIES with the Monaco Trade and Industry Directory with the number 21S08828. Our head office is located in Monaco, at 42 boulevard d'Italie. We may cede our position under these terms and conditions upon timely notice to you.
In addition, Lemonway is an agent in this contract. Lemonway is a payment institution, registered under number 16568 with the Banque de France – ACPR (Prudential Control and Resolution Authority), which is responsible for carrying out all the payment transactions necessary for the Carlo loyalty program.
Finally, your customers. They are those who make purchases in your establishment using the Carlo App.
1.3. When does this contract come into effect?
Although you read and accept this contract when you register for the Carlo loyalty program, the contract will not come into force until you have completed certain additional steps: mainly, the acceptance of our privacy policy , completion of the registration procedure for the Carlo loyalty program, acceptance of the contract for the provision of payment services by Lemonway, fulfilling all the conditions necessary to open a payment account. We will notify you when your account becomes active and you can start benefiting from the Carlo loyalty program. This activation will make this contract effective and will constitute the starting point of its duration. In all cases, it will be understood that the contract has entered into force and has been accepted by you and us when any purchase is made by your customers through the Carlo loyalty program.
1.4. What is the duration of this contract?
The duration of the contract is one year from the activation of the account and is renewed by tacit agreement. It can be terminated if no transaction is made with you through the Carlo loyalty service for a period of 12 months. Also, you or we can end it at any time by giving us 15 days notice. Only in the event of your breach of contract or termination of your contract with Lemonway for any reason, we may terminate this contract with immediate effect. The termination of the contract does not give right to any indemnity or compensation of any kind whatsoever.
1.5. How can this contract be changed?
We may modify this contract by giving you one month's notice before the effective date of the proposed changes, giving you the opportunity to terminate the contract, free of charge, if you prefer not to accept the modifications. Only if the changes are due to changes in regulations or regulatory or administrative requirements can we modify the contract immediately.
Additionally, we may add new services or features to the Carlo Services. If such features or services have specific terms, we will notify you of those terms and, if you use the new features or services, you will be deemed to have accepted their terms and they will immediately become part of this document.
1.6. Can you assign this contract?
Assignment or transfer of access to Carlo's services is strictly prohibited.
2. Carl Services
2.1. What are Carlo Services?
Carlo's services are the subject of this contract. These are all the services that we will provide to you and, in particular:
(i) running a customer loyalty program called Carlo. The objective of the Carlo Loyalty Program is to retain customers through certain rewards that we will offer to your customers or to other people (such as, for example, those who recommend the use of the Carlo App). As part of these services, we will decide on the form and amount of rewards, seeking the most effective retention of your customers. We will also manage 4 other aspects that we deem necessary (such as, where appropriate, advertising, promotions, etc.) to carry out this project.
(ii) access and use of the Carlo App Business application, through which we will provide you with statistics and information on your sales made through the Carlo loyalty program.
(iii) access to payment services provided by Lemonway as part of the Carlo loyalty program.
2.2.The Carlo loyalty program
2.2.1. What is the Carlo loyalty program?
The operation of the Carlo loyalty program is based on a computer application, Carlo App, intended to be used by potential customers of your business. For each purchase that a Carlo App user makes in your establishment, he can decide to make the payment through Carlo App and thus obtain a reward. This reward will generally be monetary and, in any case, can only be exchanged or used in your establishment or in other establishments that are members of the Carlo loyalty program in your city. In addition, the Carlo Loyalty Program may provide other rewards, monetary or non-monetary, to others, such as those who recommend the use of the program or induce its use.
For an example of a sale made through the Carlo loyalty program, please refer to the appendix to this contract
2.2.2. What is the territorial scope of the Carlo loyalty program?
The Carlo loyalty program only covers your city. Although you may see the Carlo loyalty program in other cities, they are separate programs and therefore rewards earned by your customers in your city cannot be used in other Carlo programs in other cities. other cities. Likewise, users of Carlo programs from other cities will not be able to use rewards earned in those other cities in your city.
2.2.3. What is the management of the Carlo loyalty program?
Managing the Carlo Loyalty Program involves maintaining the relationship with your customer for all purposes of the Carlo Loyalty Program. Accordingly, (a) we will determine the reward to be received by your customer for each purchase made at your establishment through the Carlo Loyalty Program; (b) we will determine the amount your customer must pay following the purchase use the rewards previously obtained through the loyalty program; (c) we will facilitate access to Lemonway to perform all necessary payment transactions until you get the money for your sale; and (d) we will manage all commercial, legal and advertising aspects of the Carlo Loyalty Program.
All of this, of course, under the terms of this contract. You will therefore have a loyalty program based on rewards and/or discounts, while continuing to receive a certain and constant amount for your sales, as detailed in this contract.
For an example of a sale made through the Carlo loyalty program, please refer to the appendix to this contract
2.2.4. What do you need to do to accept a payment through the Carlo loyalty program?
First of all, you must display in your establishment the Carlo sticker that we will provide to you and which will indicate that you accept the Carlo loyalty program as a means of payment. You must also display the QR code that we will have provided to you and that identifies your establishment. When a customer indicates that they want to pay for a purchase using Carlo App, all you have to do is show them the QR code identifying your establishment. The customer will scan the code through the Carlo App and he can make the payment. You will receive a payment confirmation in your Carlo App Business application.
In addition, you have the possibility to request a payment remotely to a specific user of the Carlo loyalty program through your Carlo App Business application. The user will be able to accept and, therefore, make the purchase in the same way as if they were scanning the QR code of your establishment.
Finally, we would like to point out that the user of the Carlo loyalty program will be able to share the payment with other users.
For an example of a sale made through the Carlo loyalty program, please refer to the appendix to this contract
2.3.The Carlo App Business app
2.3.1. What is Carlo App Business and how is it different from Carlo App?
The Carlo App Business application is the software application through which you will mainly access Carlo services as a Merchant. On the one hand, For an example of a sale made through the Carlo loyalty program, please refer to the appendix to this contract For an example of a sale made through the Carlo loyalty program, please refer in the appendix to this contract 6 it will allow you to consult the purchases made by your customers within the framework of the Carlo loyalty programme. On the other hand, it will allow you to access the commercial and statistical information that is also part of the Carlo services. To use the Carlo App Business application, you must use your login ID. Remember that the identifier is unique, personal and non-transferable, and that you are responsible for keeping it.
On the other hand, the Carlo App is the application for your customers, which allows them to pay for their purchases through the loyalty program, to obtain their rewards and, ultimately, which represents the visible face of the loyalty program. Carlo loyalty for your customers.
2.3.2. What information will you get through your Carlo App Business application?
Through the Carlo App Business application, you will obtain information on your sales and your activity as part of your use of the Carlo loyalty program. This information may be modified and will depend exclusively on us, without its modification, suspension or cancellation constituting a contractual modification of any effect whatsoever. As of the date of this Agreement, you will be able to view the following information through the Carlo App Business application:
– The history of sales made through the Carlo loyalty program.
– The history of the rewards that your customers have obtained thanks to their sales.
– The balance and history of rewards, if any, that you will get through Carlo's loyalty program.
– The configuration and settings of your Carlo App Business.
This information is statistical in nature and we cannot guarantee its accuracy and updating at all times. We therefore strongly recommend that you do not make any business decisions based solely on this information. The information you will obtain through your Carlo App Business application will not, under any circumstances, contain personal data, unless expressly accepted by the customers concerned. You are also reminded that you remain the controller of the personal data processed by you.
Also remember that the Carlo App Business application is not a repository of documents and therefore any information made available to you may be removed or changed without notice. If applicable, it is your responsibility to store and maintain the desired information outside of the application.
2.4. Access to paid services provided by Lemonway
Part of the services provided by Carlo is access to payment services provided by our payment partner Lemonway. Effective access to payment services is regulated by Lemonway according to the conditions and requirements imposed in their general conditions of use. The Carlo loyalty program cannot be carried out without the payment services provided by Lemonway and, therefore, if you do not have effective access or if for any reason said services are no longer provided, this contract will be immediately terminated.
Without limiting the foregoing, we are not involved in your relationship with Lemonway. Any dispute, discrepancy or liability in connection with Lemonway's payment services will be settled between you and Lemonway, and we will hold it harmless. Instances in which we will not and cannot intervene in your relationship with Lemonway include fraudulent use of payment instruments, chargebacks or discrepancies related to payment transactions, discrepancies in transaction amounts, claims for any unauthorized payment transaction, as well as, in general, any damage or harm you may suffer as a result of your use of Lemonway's services.
However, we are also an agent of Lemonway, which means that we can provide certain payment services on your behalf. In the context of these services, you can send us any complaints, discrepancies or disputes so that we can deal with them on your behalf with Lemonway.
2.5. How can I access Carlo's services?
To access Carlo's services, you must complete the registration form, entering the data relating to your company, and accept the privacy policy. If you have any questions regarding the protection, use and processing of your personal data, please refer to section 6.2 of this agreement. In this process, you must choose an identifier, through which you will be able to access the Carlo App Business application, and you will receive a QR code so that your customers can identify your establishment when making purchases. Please note that the identifier and the QR code are unique, personal and non-transferable, that their custody is your responsibility and that they cannot be used for other purposes than those expressly indicated.
Additionally, you must accept the Lemonway Terms of Service for payment transactions arising from the use of the Carlo loyalty program, which is a prerequisite for accessing the Carlo services. Please note that your business data, including that of your representative, must be the same as your relationship with us.
You can then access Carlo's services. You will be asked to display the Carlo sticker and indicate that your establishment accepts the use of the Carlo App as a method of payment.
2.6. Is permanent and error-free access to Carlo services guaranteed?
No, however, we continually strive to ensure that the Carlo services are uninterrupted, free of errors and deficiencies. However, we cannot guarantee that this will not happen from time to time, whether for reasons beyond our control or otherwise. In the event of scheduled interruptions or suspensions in the provision of the service, we will endeavor to notify you in advance where possible. In all other cases, we will endeavor to notify you of any of the situations described above when it occurs or as soon as possible. In any case, we will not be responsible for the absence of notification, unless it results solely from our own will.
3. Cost, payments and amounts derived from Carlo services
3.1. How and when will you receive the amounts corresponding to purchases made through the Carlo loyalty program in your business?
Any purchase a customer makes at your store through the Carlo App will earn you the retail amount of that sale less 10.6 %, regardless of how much the customer is charged by the Carlo loyalty program.
This rebate of 10.6 %, which you will not receive, is a retention that Lemonway will retain from you and which will be transferred to us so that we can use it to satisfy the rewards of the Carlo loyalty program and to pay us the price of the services Carl.
The sale result credit of 89.4 % of the retail price will be paid to you by Lemonway as follows:
– If the amount of the sale transaction is greater than or equal to 250 euros, Lemonway orders the payment of the amount and you will receive them within 48 interbank working hours following the transaction.
– If the amount of the sale transaction is less than 250 euros, the credit is put on hold until you make one or more sales whose cumulative credit reaches 250 euros. Once the accumulated credit reaches 250 euros, Lemonway orders the payment of the amount and you will receive them within 48 interbank working hours following the transaction. If the accumulated credit does not reach 250 euros at the end of the current month, Lemonway will order the payment of the amount at the end of the month.
You expressly authorize us to instruct Lemonway, on your behalf, to have sales made through the Carlo Loyalty System credited to you in accordance with the foregoing. If you ask Lemonway for a different method of payment, it will be considered a breach by you of this Agreement and we may terminate this Agreement with immediate effect. In any event, we are not a party to the contractual relationship between you and Lemonway and therefore any breach by Lemonway of the foregoing will be dealt with under your contractual relationship as set out in Section 2.4 above. .
For an example of a sale made through the Carlo loyalty program, please refer to the appendix to this contract
3.2. What is the price of Carlo services, who pays and how?
The price of Carlo Services is 3 TP1T of the retail amount of each sale made in your business through Carlo App, plus applicable VAT or any other indirect tax that may be imposed. This amount, which you owe to us, will be paid to us by Lemonway on your behalf from the rebate of 10.6 % on each sale made in your store through the Carlo App. This way, you won't have to make any additional payment once you receive your sales amount minus the 10.6%.
Please note that, as indicated in section 3.3, the price of Carlo services may be increased by an additional 2 % including VAT in certain cases.
Finally, please note that registration for Carlo's loyalty program is subject to a fee of 500 euros. These fees are completely free when you first register and therefore you will not have to pay them on this occasion. However, you will have to pay the 500 euro fee in the event that you register again, after having been registered in the program before and your registration has been canceled for any reason.
At the end of each month, we will send you an invoice for the total amount of the price of our services during that month.
For an example of a sale made through the Carlo loyalty program, please refer to the appendix to this contract
Dans le cadre du projet de relance économique et du « Fonds Rouge et Blanc », le Gouvernement Princier prend en charge une partie majoritaire de la remise de 10,6% sur chaque vente effectuée par les commerces enregistrés au Répertoire du Commerce et de l’industrie de Monaco entre le 1er avril 2024 et le 31 mars 2025. Les commerces recevront 99% du prix de détail et les 1% non versés seront présentés comme une remise client. Cette prise en charge est sujette à la décision du Gouvernement Princier de la renouveler ou de l’arrêter.
Par ailleurs, veuillez noter que du 1er décembre 2020 au 31 mars 2025, les paiements effectués via Carlo App seront limités à 1500 euros par transaction.
3.3. If 3% is the price of Carlo services, what happens to the rest of the 10.6% discount that you will not receive on each of your Carlo App sales?
We promise to allocate 5 % of the retail amount as a reward for the customer who makes the purchase. In general, this reward will be monetary in the form of discounts to be applied to future purchases in your establishment or in other establishments in your city participating in the Carlo loyalty program, but we can modify the nature of the reward at any time ( for example, by goods of an identical value which could be offered to the customer) For an example of a sale made through the Carlo loyalty program, please refer to the appendix to this contract For an example of a sale made through the Carlo loyalty program, please refer to appendix 10 to this contract without this being understood as an amendment to this contract. This is without prejudice to any maximum period we may establish for making the rewards effective, after which the rewards will become revenue to us.
The remaining 2% will be used to reward any person or business that has referred the customer to the Carlo loyalty program under the same conditions, through monetary or non-monetary rewards. You can, as a Merchant, be the beneficiary of the 2% if you have sponsored the customer within the Carlo loyalty program in the same way as any other customer or user. In the event that the customer has not been sponsored within the Carlo loyalty program, these 2% will be added to the price of the Carlo services, all taxes included, and will be included in the monthly invoice that we will send you.
In any case, we can modify the aforementioned percentages, their destination and/or the nature of the rewards as managers of the Carlo loyalty program without this constituting a modification of this agreement, but we will inform you of this in due time. useful.
For an example of a sale made through the Carlo loyalty program, please refer to the appendix to this contract
4. Other obligations you assume
By entering into this contract, you undertake, in addition to the obligations described in other sections, to comply with the following obligations and/or guarantee us the following representations, and you will release us from any liability or any costs that we may incur as a result of your breach of these obligations:
– The information you provided during the registration process is complete, accurate and up-to-date. – You do not engage and will not engage in activities that are illegal, immoral or likely to compromise our reputation.
– You will only accept purchases made under the Carlo loyalty program that correspond to the activity you declared during the registration procedure.
– You comply with the regulations in force and applicable for the defense of consumers, the sale of products and/or services to the public and any specific regulations applicable to your activity.
– You have sufficient civil liability insurance to cover both the consequences of this contract and the consequences of any sales you may make to your customers.
– You will keep in a visible place of your establishment the Carlo sticker and the QR code which were provided to you and which indicate that you accept Carlo App as a method of payment.
– You will treat customers in a professional manner and with a respectful attitude.
– You must not discriminate against a customer on the basis of use of the Carlo loyalty program, and must not in any way seek to obtain the use of alternative methods of payment or loyalty.
– You will appropriately protect the access credentials to Carlo App Business and the QR code provided to you, and will not use them for any other purpose, use or destination than those expressly indicated by us.
– During the term of this contract, you will not have or contract loyalty programs similar to the Carlo loyalty program.
– In general, you will act in good faith under this contract. This includes bringing to our attention any disagreements or complaints you may have through the contact methods agreed in this contract before taking any further administrative or judicial action.
5. If you have a problem
5.1. Returns, exchanges and refunds of products or services purchased under the Carlo loyalty program.
You must apply your exchange or return policies to your products or services, whether the purchase was made through Carlo's loyalty program or not. However, any reimbursement of a purchase made through the Carlo loyalty program will be conditional on the possibility for the customer to reimburse us for the amount of the reward obtained for this purchase.
5.2. What is the deadline for filing a complaint and what are the consequences?
You must inform us of any discrepancy or complaint within one month after becoming aware of it or having been able to become aware of it. Once this period has elapsed, it will be understood that you are satisfied with our service. In any case, please note that you will have to accept and pay administrative costs that we will have incurred following the treatment of your request if this one turns out to be unjustified.
5.3. Our responsibility in this contract
We will ensure that Carlo's services are uninterrupted, efficient, faultless and error free.
However, you should know that we will not be liable for the consequences of the following events:
– Interruptions or suspensions of service, scheduled or not, notified or not.
– Errors or inaccuracies in the information submitted to you or made available to you, whether attributable to us or not.
– Deletion or loss of information that we may have provided or made available to you.
– Losses resulting from your loss of profit or lack of goodwill, even if this is the result of an event for which we may be responsible.
– The commercial relationship between you and the customer, even if it results from a sale made through the Carlo loyalty program.
– Fraudulent access by third parties to your Carlo App Business application, unless it is a cause that is directly and exclusively attributable to us.
– Anything that arises, in whole or in part, from the use of devices, software or suppliers, by us or by you, that are not part of our company, including compatibility issues, supply, internet, etc.
– Anything that arises from your contract with Lemonway, in accordance with article 2.4.
– Cases of force majeure, including epidemics, pandemics, strikes, labor disputes, insurrections, wars, natural disasters and administrative or governmental constraints.
In any event, our aggregate liability shall in no event exceed, for all elements and in total, the amount of the price of the Carlo services that we have actually received from you during the last twelve (12) months preceding the occurrence of the event giving rise to this liability.
5.4. Suspension of Carlo services
Any violation of this contract will give us the right to immediately suspend access to the Carlo services, without any communication being necessary, as well as any risk which, in our opinion, could lead to a violation of the contract. This is without prejudice to any other rights we may have in such cases, such as withdrawing from the contract and claiming compensation for damages caused to us.
5.5. Applicable law and jurisdiction
This contract is subject to Monegasque common law and the courts of Monaco.
5.6. Partial nullity and divisibility
We agree that the invalidity, nullity or voidability of one term of the contract will not affect or prejudice the enforceability of the other terms. Furthermore, it is our intention and yours to replace any invalid, void or voidable clause with a valid and enforceable clause in terms as similar as possible to the invalid, void or voidable clause and at the will of both yours and ours. , which it would reflect.
6. Other aspects of this contract
6.1. Intellectual and industrial property
For the purposes of this contract, "intellectual property rights" means all rights recognized by any applicable intellectual property law, for any purpose whatsoever and for any form of use (including copyright, related or copyright-related rights or sui generis database rights); and, on the other hand, all the rights recognized by any applicable industrial property legislation (in particular, patents, utility models, trademarks, trade names and industrial designs) as well as domain names , social profiles and know-how, whether registered, requested or unregistered, and including, in any case, the power to request the appropriate registrations and registrations to obtain or protect these rights. Similarly, "know-how" means any type of software, hardware, model, procedure, technique, concept, idea, trade or business secret, manuals, logos and promotional or marketing material, or any other type of knowledge or analogous information used by Carlo in the provision of its services, including any application or software.
We hereby grant you permission to use our distinctive signs (including trademarks, logos, names, symbols, graphics, name, domain name or any elements or materials) that are necessary to allow you to fulfill your obligation to announce and display your acceptance of Carlo App as a means of payment in your establishment.
Notwithstanding the foregoing, you agree to use only promotional materials that we provide from time to time. If you wish to incorporate the distinctive signs into your own materials or communications, you must always have our express consent and comply with the instructions provided to you at any time in this regard, in particular with regard to the graphic image of the distinctive signs (colors , sizes, proportions, fonts…).
You agree to cooperate with us in the defense of the intellectual property rights covered by this contract against those who infringe or attempt to infringe them or carry out acts of unfair competition which harm the exploitation of these rights. . In particular, you agree to cooperate with us in any legal, extrajudicial or administrative claim or proceeding for the defense of the Intellectual Property rights covered by this contract or against any act of unfair competition likely to infringe or affect them.
Upon termination of this Agreement for any reason, you:
To. You must cease all use of the intellectual property rights and know-how of the application and return it to us immediately.
b. Except in the case of willful misconduct or gross negligence on the part of either party, neither you nor we shall be under any obligation at the end of the contract to compensate or indemnify the other for any damages for loss of present or future profits, expenses, investments or liabilities incurred in connection with the contract.
6.2. What happens to personal data?
You and we affirm that this contract does not involve the processing of personal data of either of us, or business contacts that fall within the scope of customer and partner file processing. If, at any time during the performance of the services covered by this Agreement, it becomes necessary for either of us to access or process personal data held by the other, we we both agree that an addendum will be signed to duly regulate this treatment.
At the time of registration on the Carlo App Business platform, you must accept the privacy policy that governs the processing of the user's personal data that formalizes the registration and to which you must submit. You can access the policy before formalizing the registration by accessing the following link: https://carloapp.com/merchant-privacy-policy-fr.
Without prejudice to the foregoing, and in accordance with the provisions of the General Data Protection Regulation (GDPR) and any other local regulations that may apply, we inform each other of the processing of the personal data of the signatories of this contract, as well as of any employee involved in the provision of the services covered by this contract, in order to comply with the obligations contained in the contract.
Your data will be kept for the minimum retention period established by current legislation and, in any case, until the end of the last limitation period applicable to criminal and civil actions, as well as administrative sanctions, without prejudice of blocking them in good and due form.
Your data may be communicated to public bodies, including the National Institute of Social Security, the Tax Agency, the Treasury of Social Security and your company, under the terms established by the legislation in force.
You and we, as well as our employees or collaborators, may exercise their rights by postal communication addressed to each of the parties at the addresses provided for the purposes of communications in this contract.
Both you and we can lodge a complaint with the CCIN (Commission de Contrôle des Informations Nominatives), the competent data protection authority in Monaco
6.3. How do we communicate? Contact details
You may contact us with any questions, complaints, claims or issues relating to this contract at the email address [email protected] or by post at 6 avenue Albert II (Monacotech), Monaco 98000. We will contact you using the data you provided during registration. It is your responsibility to update this data and, therefore, any communication we make based on it will be considered correctly made for all purposes.
As an indication, we also indicate that disputes or complaints with Lemonway can be formulated on the site www.lemonway.com/claim or by mail to LEMONWAY – Service Réclamations – 8 rue du Sentier, CS 60820, 75083 Paris CEDEX 2, France . As we explained in clause 2.4, we are not involved in your relationship with Lemonway and therefore we will not be legally concerned by any complaint from you, even if the above contact details are changed or removed by Lemonway. However, we are an agent of Lemonway, which means that we can provide certain payment services on your behalf. In the context of these services, you can send us any complaints, discrepancies or disputes so that we can deal with them on your behalf with Lemonway.
Dernière mise à jour le : 01/04/2024
Appendix: example of a sale made with the Carlo loyalty program
Etape 1 – Customer point of view:
Download Carlo App on the recommendation of one of your friends and make a first purchase in a partner business.
Etape 2 – Pmerchant's point of view:
Register with our teams and download the Carlo App Business application. You place the Carlo sticker and the QR code in your establishment, indicating that you accept Carlo App as a method of payment.
Etape 3 – Pcustomer perspective:
You enter the merchant's shop and decide to make a purchase of 200 euros.
Inform the merchant that you want to make the payment by Carlo App.
Etape 4 – Pmerchant's point of view:
You show the customer the QR code that identifies your establishment.
Etape 5 – Pcustomer perspective:
The customer scans the QR code using his Carlo App.
You enter the amount of your purchase on the screen of your Carlo App application. You decide to use the reward balance from your previous purchase of 50 euros. The amount that will be charged to your credit card on file is 150 euros for this purchase.
Validate the purchase.
Etape 6 – Pmerchant's point of view:
You receive a purchase confirmation in your Carlo App Business application.
Etape 7 – Pcustomer perspective:
You receive a reward of 10 euros on its Carlo App application, which you can spend either at the merchant's establishment or at any other establishment in your city affiliated with the Carlo loyalty program. Your friend receives a reward of 4 euros for recommending the download and use of Carlo App.
Etape 8 – Pmerchant's point of view:
At the end of the month, you receive 178.8 euros from Lemonway for the purchase made by the customer.
You also receive an invoice indicating that the price of the Carlo services, which has already been paid by Lemonway, amounts to 7.2 euros including VAT.
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