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TRANSCARD LOYALTY PROGRAM OPERATING PROCEDURES

  1. PROGRAM BENEFICIARIES:

    1. The beneficiaries of the Transcard Program are all individuals who refuel at service stations associated with Transcard. There are two cases:
      • Holders of an OnTurtle payment card
      • Holders of a Transcard loyalty card linked to their vehicle, even if they use another payment method
      These individuals are referred to as "USERS."
    2. Users already registered in this Program will receive access credentials for the website. The credentials will be sent via email or SMS. To receive these, OnTurtle requires the User's authorization to send communications related to the Program.
      Upon their first access to the new platform, the User must complete any missing data in the current database and accept the Terms and Conditions and Privacy Policy. A new digital Transcard will be generated, replacing any other identification the customer may have as a member of the Transcard Club.
      All first-time users will receive a welcome email.
    3. New Users must access the registration form on the Program's website and create a new account by completing their personal, contact, and vehicle information.
      They must accept the Terms and Conditions and Privacy Policy. Additionally, they will select their preferred language for communications and website content display.
      • a) A User may only have one account in the Transcard Program.
      • b) A User may register multiple vehicles under their account.
        It is essential to correctly enter the license plate and type of the vehicle.
      • c) If a new User also wishes to apply for an OnTurtle payment card, they can request it through the form. In such cases, the platform will send an email to OnTurtle with the application details for processing the card issuance and delivery.
    4. Only one access per User will be assigned. The email address provided during registration will be used for access. The person managing this access is responsible for safeguarding their credentials and for the proper use of the Program. This person will receive Program communications and be the only one authorized to redeem points.
    5. Users can change their password at any time, either from within their account or from the login page if they have forgotten it. To recover the password, an email will be sent to the User.
    6. Individuals who do not consent to the processing of their contact information for the purposes of the Program (refer to the Privacy Policy) and accept the Program's Terms and Conditions cannot create an account.

  2. POINT ACCOUNT:

    1. Each User participating in the Program will be assigned a points account, where all movements will be recorded:
      • Points credited for refueling or promotions/events within the Program
      • Redemptions
      • Expired points
    2. The account will remain active as long as the User has made a transaction within the last 15 months. One month before account closure due to inactivity, a notification will be sent to the User to confirm their interest in continuing in the Program.
    3. If a User cancels their participation in the Program, they will lose all accumulated points without the possibility of redeeming them later. To cancel participation, the User must send an email from the registered address in the Program.
    4. Points accrued by one User cannot be transferred to another User’s account under any circumstances.
    5. Users can display their Transcard digital membership card from their account. This will be the only required and available validation to identify themselves as a Club member, except for Users with physical payment cards. The digital card can be viewed on the platform or downloaded to the User's digital wallet (iOS and Android).

  3. EARNING POINTS:

    1. Users can earn points for:
      • Refueling at OnTurtle-associated gas stations where the User has identified themselves as a Transcard member or paid with OnTurtle payment cards.
      • Activities or events conducted within the Program as recognition or for Club loyalty engagement.
    2. Users can view the origin of their points in their account for up to 15 months.
    3. Points earned by Users are valid for one year from the date of issuance. After this period, points will expire and cannot be used to redeem gifts from the catalog, disappearing from the account.
    4. Points are calculated based on the number of liters refueled by the User, according to the type of vehicle.
    5. OnTurtle reserves the right to modify the points allocation and their economic value during the Program’s duration.

  4. POINT REDEMPTION:

    1. The platform will always have an updated list of available gifts for redemption with the points earned by Users.
    2. Only participating Users will be authorized to request point redemptions from their points account. Redemption will be done exclusively through the Program platform, where the User can select a gift or gifts from those available in the catalog at that time.
    3. Users may redeem their earned and unexpired points at the time of the redemption request, provided that the accumulated points are sufficient to obtain the selected product, based on the point cost in the current catalog at the time of the request, and subject to availability. Users cannot pay the difference in cash for any missing points.
    4. Points from the Program cannot be exchanged for cash or used as payment for any products or services offered by OnTurtle or associated companies.
    5. Once the redemption has been completed, the corresponding points will be deducted from the account, and the transaction will be reflected in the points history on the day of redemption.
    6. Digital gift orders will be processed within 4 business days of receipt.
    7. For physical gift deliveries, staff will confirm the gift’s availability at their establishments.
    8. The gift catalog will be regularly updated to keep references current. If a gift is out of stock or discontinued, the User will be informed and offered a replacement with similar characteristics and of equal or greater value.
    9. Gift warranties are the responsibility of the gift provider and not OnTurtle or INCENTIVA, the Program management company.

  5. CUSTOMER SERVICE:

    For inquiries regarding digital gift orders, technical issues, and other situations related to this Program, OnTurtle provides Users with Customer Service:

    Available 24 hours:
    During office hours:
    Email:
    transcard@incentiva.es
    Phone:
    917 991 908

    Office hours:
    Monday to Friday from 9 AM to 5 PM. Closed on national holidays.