1. About these terms and conditions

When we say “we”, “us” and “our” or “Co-op”, we mean Co-operative Group Limited and, where the context requires, our subsidiaries from time to time. When we say “you” and “your”, we mean the Member whose name is on the front of their Membership card (or if it’s a temporary card, the person who picked it up and paid for it).

When we say “Member” we mean a person that is a registered member of Co-op in accordance with our Rules and Regulations.

When you use your Membership card you accept these terms and conditions.

As we’re a co-operative, you need to read these terms and conditions alongside our Rules and Regulations. When we refer to our “Rules” we mean the Rules of Co-op (which may change from time to time) and when we say “Regulations” we mean the Purchases Regulations of Co-op (which may change from time to time) and any other relevant regulations referred to in the Rules.

Where there’s a conflict or discrepancy between these terms and conditions and our Rules and Regulations, our Rules and Regulations come first. You can find our Rules and Regulations at www.co-operative.coop/investors/rules. If you'd like a copy of them you can contact us:

  • by phone: 0800 023 4708
  • by post: Co-op Member Services, c/o Swiss Post Solutions Ltd, Unit 550, Metroplex Business Park Manchester, M50 2UE

There are some words that we've capitalised in these terms and conditions. This is because they have a particular meaning which is set out in these terms and conditions or in our Rules. This includes Qualifying Purchases which are purchases that earn democratic points (that count towards your share of our profits) and other rights as set out in section 7.a.

These terms and conditions together with the Rules and Regulations set out the rights you have as a Member under our Rules and the additional benefits you're entitled to under these terms and conditions.

When we talk about these rights and benefits in this document, we refer to it as the “scheme”.

There are three types of Membership card; physical, digital and key fob. When we refer to your “Membership card” through the terms and conditions we are referring to all three types of card unless specified.

When we talk about “Member Reward” we mean reward that we:

a. give back to you to spend at Co-op (we call this part of the Member Reward your “Personal Member Reward”), or
b. give to your community (we call this part of the Member Reward the “Community Member Reward”),

in each case, based on your eligible purchases.

When we use the words “eligible purchases”, we mean that when you buy certain products and services from us, we’ll pay a Personal Member Reward to you and/or a Community Member Reward to your community. It depends on which of our businesses you’re buying from.

When we use the words “local cause”, we mean a registered charity (or other organisation) which benefits a local community and is looking to raise money to deliver a project in line with the criteria of the Local Community Fund.

When we use the words “cause” we mean either a local cause, or such other UK registered charity as we decide from time to time.

We use the word “community” to talk about the areas we set around one or more of our funeral homes and/or Food stores. When we talk about causes in “your community” in this document, this can mean local cause(s) in a community where you live, a cause that you’ve chosen when you log in to your Membership account, or a national cause.

2. How to become a Member

Anyone who shares our Values and Principles and wants to do business with us is welcome to join.

To become a Member, you must pay £1. That £1 buys you one share in Co-op.

You can apply to become a Member:

  • by downloading the Co-op App from the App store
  • by visiting www.coop.co.uk/membership
  • by phone: 0800 023 4708
  • by picking up a temporary card in one of our Food Stores (take a look at section 3.a. on this)

When you apply to become a Member, we’ll ask you for some personal details including your full name, date of birth, home address, email address and how you’d like us to stay in touch. We’ll also ask you to set up a secure password for your online Membership account to help protect you against fraud.

We will never ask you for your password.

We'll use your email address to contact you for service matters regarding your Membership and for marketing if you’ve given us permission.

We'll keep all your personal details safe and only use them as outlined in our privacy policy: www.co-operative.coop/terms/privacy-policy

Once you’ve registered, you can start to benefit from being a Member. Depending on which business you’re trading with you may get Member Rewards, which will include something for you and/or something for your community. You can find out more about these benefits by taking a look at section 5.

2.a. Junior Membership

If you’re younger than 16 you can only become a Member if your parent or guardian applies for you by calling 0800 023 4708. You’ll then become a junior Member, which means you’ll be able to get the benefits under these terms and conditions and build up democratic points (and receive a share of our profits, if there are any). But you won’t be able to have a say in how our business is run (for example, voting at Co-op general meetings) or stand for election until you turn 16 (as set out in our Rules). You can get involved and provide feedback and/or participate in age appropriate opportunities that can help shape our products and services.

3. Your Membership card and account

Once you've registered as a Member we’ll send you a Membership card. If you’ve registered with the app you will also have access to a digital version of your card. Your card proves that you’re a Member, so we may ask to see it when you do things like attend Co-op general meetings.

You can only have one Membership account at a time.

Your Membership card and any rewards you've built up in your Membership account, belong to us. We have the right to take them back (or change these terms and conditions) at any time. This is explained in section 10.

Your Membership card:

  • isn't a credit card, cheque guarantee card, debit card or savings account card;
  • must (in the case of a physical card) be signed by you (the person whose name is on the front of it)
  • can only be used by you, for you;
  • can't be used by a club, charity, trust, sole trader, partnership, company or any other kind of organisation or business; and
  • cannot be used on multiple devices at the same time.

Your Membership account and any digital Membership card can only be accessed and used by you (the person registered on the Membership account).

You can't give or transfer your rights or duties as a Member to anyone else (for example, you can't give your Membership card to someone to earn your reward, benefit from exclusive Member deals, offers and prices or get democratic points).

You're responsible for keeping your Membership card and account safe. If you lose your card or someone steals your card and uses it or can access your Membership account, we’re not responsible for any losses or damages that happen as a result.

3.a. Temporary Membership cards

If you’re not already a Member, you can buy a temporary Membership card at any of our Food stores if you:

  • agree to these terms and conditions; and
  • share our Values and Principles (you can find these in our Rules).

A temporary Membership card costs £1 and has your temporary Membership number on it. You’ll need this to keep the Member Rewards you have earned when you bought the temporary Membership card and for when you trade with Co-op until your permanent card arrives.

When you register as a Member with your temporary card the £1 you paid for the temporary card will be used to pay for your share in the Co-op. If you decide not to register as a Member you can’t get your £1 back.

You can register your temporary card by:

Once you've registered as a Member, we’ll send you a new Membership card with the same number as your temporary card.

You need to register to be a Member within 12 weeks of the first use of your temporary card. If you don’t register within 12 weeks of when you first used your temporary card, we will cancel it and you will lose any Member Rewards or other rights and benefits that you’ve earned by using it.

You can only have one temporary card at a time. If your card is lost, stolen or cancelled, you won't get back any of the Member Rewards or other rights or benefits you earned on the missing card or the £1 you paid for it. If your card is cancelled, we will use any Member Rewards towards the administration costs of the Membership scheme.

We may cancel your temporary Membership card at any time if you:

  • haven't registered your card within 12 weeks of when you first used it;
  • have died;
  • are in breach of these terms and conditions; or
  • have behaved in a way that is detrimental to the Co-op.

If you have a temporary Membership card, you'll start earning Member Rewards when you make eligible purchases and use your temporary card. You’ll also start building up democratic points if you make Qualifying Purchases. But you won't be able to use your Member Rewards, select your personalised offers in the Coop App or be entitled to other Membership rights until you’ve registered as a Member.

4. How to manage your account and change your details

For Food store purchases, you can see how much Member Reward you have earned in a transaction and the balance of Personal Member Rewards you have available to spend on your Food store receipt.

You can access your Membership account, to check your rewards and other rights you’ve built up by:

  • downloading the Co-op App from the App store;
  • visiting www.coop.co.uk/membership;
  • phone: 0800 023 4708; or
  • post: Co-op Member Services, c/o Swiss Post Solutions Ltd, Unit 550, Metroplex Business Park, Manchester M50 2UE.

If you need to change your name or address or your preferences or otherwise manage your Membership account, this can be done via the website, or using the phone number or postal address above.

If you’ve changed your details, you’ll need to give us your Membership card number or your name and postcode, so we can find your account. We’ll need to check your identity by asking you for some personal information. In some cases, we may also ask you for proof of your new name or address.

If someone uses your password or personal details to access your Membership account because you haven’t kept them safe we’re not responsible for anything that happens as a result.

5. Member Rewards

The amount of the Personal Member Reward and Community Member Reward that you earn may change from time to time.

Right now, on each eligible purchase, you will earn:

  • Personal Member Reward - you will be rewarded with 2% of the value of what you spend for you.
  • Community Member Reward - the Local Community Fund and the Community Partnership Fund will each be rewarded with 1% each of the value of what you spend, (see section 5.f. for details of how the funds work).

Please see section 5.c for how we calculate the Member Reward.

We may change Member Rewards and participating businesses from time to time.

Member Rewards have no cash value and you can’t swap Member Rewards for money.

5.a. Where you can earn Member Rewards (eligible purchases)

To make sure you earn Member Rewards, please present your Membership card or give us your Membership card number whenever you make eligible purchases.

Co-op Food in-store and online (including franchised stores that we agree)

We’ll pay Personal Member Rewards and Community Member Rewards on Co-op branded products that you purchase in Co-op Food stores, except those products listed in section 5.b.

You can also earn Member Rewards when shopping online at shop.coop.co.uk but you cannot redeem your Personal Member Rewards at shop.coop.co.uk.

Co-op Funeralcare

When you buy a funeral plan or arrange a funeral and present your (or the deceased’s) physical membership card (not your temporary or digital card) then your community will receive a Community Member Reward on the following products:

  • Our funeral services
  • Direct cremation and burial services
  • Memorial masonry products and services (but excluding third party costs)
  • Qualifying additional products and services on children’s funeral arrangements
  • Community funerals
  • Pre-paid funeral plans bought directly from Co-op Funeralcare (this doesn’t include pre-paid funeral plans sold or referred to Co-op Funeralcare by a third party where you receive a discount (or similar) to them)

You won’t receive a Personal Member Reward on purchases with Co-op Funeralcare, but you’ll benefit from exclusive member prices on eligible purchases as an upfront discount. Please section 6 for details.

Co-op Legal Services

You will earn Personal and Community Member Rewards on:

  • Wills, Trust Wills and Lasting Powers of Attorney (LPAs)
  • Fixed price family services (pre-nuptial, co-habitation & separation agreements)

Discretionary Member Rewards

When we use the words “Discretionary Member Rewards”, we mean additional Member Rewards for Members that we may (at our discretion) offer or arrange for some or all Members from time to time.

Discretionary Member Rewards may be available on certain products or in return for your participation in events or other activities from time to time with, or from, us or Co-op partners. “Co-op partners” means other businesses and organisations where you can earn Member Rewards with us from time to time. We’ll tell you about these as and when they happen.

Any Discretionary Member Rewards you get from Co-op partners will be paid for by them. If their business fails, we don’t have to cover any unpaid Member Rewards they may owe. Any Discretionary Member Rewards you receive from Co-op partners won’t count towards a share of our profits or as Qualifying Purchases.

5.b. Products and services you won’t earn Member Rewards on

Co-op Food (including franchised stores that we agree)

You won't earn Member Rewards on:

  • non-Co-op branded products
  • fuel
  • first stage baby milk
  • postage stamps
  • saving schemes
  • lottery purchases
  • gift cards and vouchers
  • phone cards
  • in-store concessions
  • PayPoint
  • newspaper deliveries
  • cigarettes and tobacco
  • all carrier bags including single use and reusable bags
  • items bought from temporary or pop-up stores (unless we agree otherwise)
  • clearance items (including orange sticker items)

You cannot earn Member Rewards or redeem Personal Member Rewards on home delivery fees or services.

You cannot earn Member Rewards or redeem Personal Member Rewards when using the Co-op pay-in-aisle app.

You cannot earn Member Rewards or redeem Personal Member Rewards when purchasing Co-op products through Deliveroo or other third party platforms.

NISA Retail Limited is part of Co-op Group, but Member Rewards cannot be earned in NISA stores.

We supply selected Co-op branded products to some independent co-operatives, including Central England, Chelmsford Star, Southern and Midcounties. You won’t earn Member Rewards on purchases from these independent co-operatives.

We also supply selected Co-op branded products to other retailers, but you won’t earn Member Rewards on purchases from those retailers.

Co-op Legal Services

You won’t earn Member Rewards on:

  • Employment Law services
  • Litigation family services
  • Conveyancing
  • Probate and Estate Administration
  • Personal injury
  • Medical Negligence

Co-op Funeralcare

Community Member Rewards won’t be earned on:

  • any fees we pay to other people for you (for example, cemetery fees, church fees, cremation fees, doctors’ fees etc.)
  • funerals paid for by the Funeral Benefit Option through your insurer
  • where you buy one of our funeral plans either from a third party or are referred to us by a third party
  • contract funerals
  • burial plots
  • Any products and services purchased through a sundry invoice separate to the funeral invoice.

You won’t receive Personal Member Reward on purchases with Co-op Funeralcare, but you’ll benefit from exclusive member prices on eligible purchases as an upfront discount. Please section 6 for details.

Co-op Insurance

You won’t earn any Member Reward on Co-op Insurance products but from time to time you may benefit from exclusive Member prices on eligible purchases. Please see section 6 for details.

Co-op Health

You won’t earn any Member Reward and you can’t spend your Personal Member Reward on prescriptions dispensed by Co-op Health.

5.c. How we calculate Member Rewards

When we’re calculating the value of the Member Reward you and your community will receive, we use the total value of all your eligible purchases including VAT, minus any and all of the following:

  • discounts (including discounts you get as a Member),
  • Member Reward redeemed,,
  • coupons,
  • vouchers,
  • money-off offers, and
  • promotions.

To calculate the Personal and Community Member Reward, we apply the percentage rate of 2% to the total of eligible purchases in each transaction. Both the Personal Member Reward and the Community Member Reward is rounded down to the nearest penny when the reward percentage calculation results in half pennies (unless the Reward is less than 1p but greater than 0 at which point the value is rounded up to 1p).

5.d. How long it takes to allocate Member Rewards

We will report regularly on how Member Reward is being applied to the Local Community Fund and the Community Partnerships Fund. You can see this by logging into your Membership Account at www.coop.co.uk/membership.

How long it takes us after you make an eligible purchase to add your Personal Member Reward to your Membership account, or to allocate your Community Member Reward, depends on what it is and where you bought it.

Member Reward is allocated to the Local Community Fund and will appear in your Membership account as described below.

Member Reward is allocated to the Community Partnerships Fund monthly.

Personal Member Rewards will be paid into your Membership account as detailed below.

Co-op Food

Personal Member Reward - normally straightaway.

Community Member Reward - normally within 24 hours.

Co-op Legal Services

Your Personal and Community Member Reward is awarded when all the following criteria has been satisfied:

  1. the 14 days cooling off period has passed;
  2. you have paid your invoice in full; and
  3. we have finished providing our services to you.

This is usually within 15 days of the date of purchase but may be longer.

Co-op Funeralcare

When purchasing a funeral plan your Community Member Reward will be allocated after the 30 day cooling off period. If you pay for a funeral plan in instalments your Community Member Reward will be allocated in line with your instalment payments.

For funeral services, including memorial masonry, your Community Member Reward will be allocated when you pay the final invoice, as long as you pay before the invoice due date.

Discretionary Member Rewards

If you earn any Discretionary Member Rewards from Co-op businesses, they will be paid in accordance with the timescales for that Co-op business. If you earn Member Rewards from Co-op partners, you will be told when you or your community (as applicable) will get the Reward.

5.e. Where you can spend or donate your Personal Member Reward

Spending your Personal Member Reward

To spend your Personal Member Reward, you must present your Membership card or give us your Membership number when you pay (depending on which Co-op business you’re buying from).

You can spend some or all your Personal Member Reward in any of these Co-op businesses:

  • Co-op Food stores (including franchised stores agreed by us from time to time)
  • Co-op Legal Services on:
    • Wills, Trust Wills and Lasting Power of Attorney (LPAs)
    • fixed price family services (pre-nuptial, co-habitation and separation agreements)
  • Co-op Funeralcare – in any of our funeral homes or through our contact centre on 0808 239 1438

We may change participating Co-op businesses from time to time.

You can’t spend your Personal Member Reward with the following retailers, even though they may sell Co-op branded products:

  • independent co-operatives, including Central England, Chelmsford Star, Southern and Midcounties;
  • NISA stores; or
  • any other retailers.

Donating your Personal Member Reward

You can choose to donate some or all your Personal Member Reward at any time to the Community Partnerships Fund via www.coop.co.uk/membership or using the Co-op App.

5.f. Allocation of Community Member Reward

Community Member Rewards are allocated to communities via the Local Community Fund and the Community Partnerships Fund.

Community Member Rewards will be split equally between these two funds.

We will report regularly on how Community Member Reward is being applied to the Local Community Fund and the Community Partnerships Fund. You can see this by logging into you Membership Account at www.coop.co.uk/membership.

Local Community Fund

Half of your Community Member Reward will be allocated to the Local Community Fund.

As a Member you can choose one of several local causes to give half of your Community Member Reward to by:

The local cause may be in your community or located in another community. When we first register you as a Member or you change your address we'll automatically assign you to a community based on your postcode.

When you log on to your Membership account, you'll see a list of causes you can choose from. You can only choose one cause at a time.

You can change which cause you want your future Local Community Fund element of your Community Member Reward to go to at any point in time. Any Local Community Fund element of your Community Member Reward that you have built up to the point of changing your cause will still go to the previous cause you chose. Going forward, your Community Member Reward will go to the new cause you’ve chosen.

By the end of the giving period (usually 12 months, but we may change this at any time) we pay (or arrange for a third party to pay) all Community Member Rewards that our Members have given to each cause in the Local Community Fund during that time. At the end of each giving period we’ll let you know about the new causes you can choose to give your Community Member Reward to.

If you don’t choose a cause by the end of the giving period, we’ll share out any Community Member Rewards you’ve earned for the Local Community Fund:

  1. to the local cause you have chosen, or
  2. if you haven’t chosen a cause, we’ll share any rewards equally between all the local causes in your community (and, until October 2020, the Co-op Foundation), or
  3. if there are no local causes in your community we’ll give any rewards to another UK registered charity as we decide from time to time.

If your cause stops being involved in the Local Community Fund for any reason (for example, if it ceases trading) before being paid, it won’t receive any of your Community Member Reward for that giving period. You can choose a different cause during the giving period. If you haven’t chosen another cause before the giving period ends, then we’ll share your Local Community Fund element of your Community Member Reward equally between the remaining local causes in your community.

Community Partnership Fund

Half of your Community Member Reward will be allocated to the Community Partnerships Fund.

The Community Partnerships Fund supports the needs of our communities who need it most, partnering with likeminded organisations including The Co-op Foundation and MIND to make a difference.

From time to time we may add monies that are raised from other sources to the Community Partnerships Fund, for example through product donations.

5.g. Expiration of Member Rewards

If you don't buy anything from any of our businesses or use your Membership card for 12 months or more, we may expire any Personal Member Reward you've earned in your Membership account.

Any Community Member Reward you have earned will still be distributed, and any democratic points (for a share in our profits) remain unchanged.

You'll start to earn your Member Reward as soon as you use your Membership card again.

6. Other Exclusive Member Benefits

In addition to the Member Rewards, Members will receive other exclusive benefits from time to time, such as exclusive Member deals, discounted prices or offers on selected products purchased from Co-op businesses.

Co-op Food in-store and online (including Franchised stores that we agree)

If you download the Co-op App or visit www.coop.co.uk/offers you can choose two personalised Member offers each week for products available in Co-op Food stores. Once chosen these offers will automatically be applied to your shop. New offers are available Monday mornings and offers expire 11.59pm Sunday. To find out more you can visit www.coop.co.uk/help-with-offers/how-offers-works

From time to time you may see exclusive Member deals on selected products in Co-op Food stores. These are limited deals and can only be purchased when you use your Membership card.

Co-op Funeralcare

When you buy a funeral plan or arrange a funeral and present your physical Membership card (not your temporary card) you’ll benefit from exclusive Member prices on selected purchases as an upfront discount including:

  • Our funeral services
  • Direct cremation and burial services
  • Memorial masonry products and services (but excluding third party costs)
  • Qualifying additional products and services on children’s funeral arrangements
  • Community funerals
  • Pre-paid funeral plans bought directly from Co-op Funeralcare (this doesn’t include pre-paid funeral plans sold or referred to Co-op Funeralcare by a third party where you receive a discount (or similar) to them)

Exclusive Member prices cannot be used with any other discount or offer.

Exclusive Member prices don't apply to:

  • any fees we pay to other people for you (for example, cemetery fees, church fees, cremation fees, doctors’ fees and so on)
  • funerals paid for by the Funeral Benefit Option through your insurer
  • where you buy one of our funeral plans either from a third party or are referred to us by a third party
  • contract funerals
  • burial plots
  • any products and services purchased through a sundry invoice separate to the funeral invoice

Co-op Insurance

From time to time we may have exclusive Member prices on selected products.

Benefits from Co-op Partners

From time to time, we may make arrangements with Co-op partners for those Co-op partners to offer Members’ prices, offers, discounts or other benefits on the Co-op partners’ own products and services.

Any such benefit will (unless stated otherwise) be funded by that Co-op partner. If their business fails we don’t have to compensate you for any benefit which may not have been fulfilled by the Co-op Partner. Purchases from Co-op partners don’t count towards a share of our profits or as Qualifying Purchases.

7. How to have a say in how we run our business

Please note that this section applies to your democratic points and does not apply to your Member and Community Member Reward or other member benefits

As a Member you’re entitled to democratically participate in our Co-op under our Rules in addition to the Member Rewards and exclusive member benefits that you’re entitled to under these terms and conditions.

In order to earn democratic points, you need to make Qualifying Purchases. These Qualifying Purchases will count towards your eligibility to vote in our general meetings, Member Nominated Director elections and Council Elections. They also count towards your eligibility to stand for election in our Council or Member Nominated Director elections You can find out more about your eligibility to vote by visiting www.co-operative.coop/get-involved/voting.

To make sure your Qualifying Purchases are registered in your Membership account you must either present your Membership card or give us your Membership number whenever you make purchases from the relevant Co-op businesses.

Democratic points don’t have any cash value and you can’t cash them in.

Notwithstanding any other provision in these terms and conditions, if at any point during the Financial Year, it’s no longer possible (or becomes impractical) to calculate your democratic points, then we can make any adjustments to the basis for determining democratic points as we think appropriate.

At the end of each Financial Year your democratic points go back to zero and you start building up democratic points for the next Financial Year. Our Financial Year ends on the first Saturday in January each year.

If there are Profits Available for Distribution, Members may be paid a dividend (share of profit) in line with our Rules. If dividends are awarded they are calculated based on the democratic points you have earned in line with the Regulations. The number of democratic points you have determines how big your dividend payment will be (if there is one). For further details see our Rules and Regulations. You will only receive a dividend if you are a registered Member at the point the dividend is paid out.

If you live outside of the UK, the Isle of Man and the Channel Islands you can still make Qualifying Purchases.

7.a Qualifying Purchases earning democratic points

What you will and won’t earn democratic points on:

Co-op Funeralcare

You will earn democratic points on:

  • funerals;
  • pre-paid funeral flans; and
  • memorial masonry (headstones, for example).

If you buy a funeral plan, your democratic points will be allocated after the 30 day cooling off period following your purchase. To get your democratic points, you must buy and pay for the Funeral Plan yourself directly from Co-op Funeralcare, not through a solicitor or a bank, for example.

If you are paying for a funeral, your democratic points will be added to your account at the beginning of the month following payment in full.

You won’t earn democratic points on:

  • any discounts;
  • any fees we pay to other people for you (for example: cemetery fees, church fees, newspaper notices etc.);
  • any funeral, non-funeral or masonry sales you pay for with a Funeral Plan or bond (even if it only pays for part of the cost); or
  • retail funerals (for example: hospital or local authority, contract funerals, other funeral directors) and non-funeral products and services.

Co-op Food

You won't earn democratic points on any of the following:

  • fuel
  • first stage baby milk
  • postage stamps
  • saving schemes
  • lottery purchases
  • gift cards and vouchers
  • phone cards
  • in-store concessions
  • PayPoint
  • newspaper deliveries
  • cigarettes and tobacco
  • clearance items (including orange sticker items)
  • any carrier bags, including single use and reusable bags
  • items bought from temporary or pop-up stores (unless we agree otherwise)
  • purchases in NISA stores
  • Co-op branded products purchased in retailers other than Co-op

Co-op Health

You can’t earn democratic points (for a share in our profits) on prescriptions dispensed by Co-op Health.

Insurance

You will earn democratic points on any Co-op Insurance policies you buy directly from us.

You won't earn democratic points on:

  • Co-op investment policies (pensions, savings and life & health insurance);
  • any policies purchased from an Insurance Broker, price comparison service or cash back service;
  • any policies after you die;
  • any policies for businesses; or
  • any breakdown cover you buy as an add-on with your car insurance.

If there's more than one Member on your policy, we'll split the democratic points equally between you.

If you only become a Member or take out your policy part-way through the year, you'll only get democratic points for the number of full months you’ve been a Member and had your policy.

If you break the terms of your policy, you may not get your democratic points. That includes (among other things):

  • if you're behind on your payments; or
  • if you've made a false claim;

How many democratic points you'll get

You'll start earning democratic points from the first day of the first month after you take out your policy or become a Member. (For example, if you take your policy or become a Member on 15 June, you'll start to earn democratic points on 1 July.)

Insurance policy Points earned over 6 months Points earned over 12 months
Buildings and contents insurance
If you have more than one insurance policy with us, you’ll only get points at the renewal rate for one of those policies. For any other policies, you’ll get 100 points a year 375 renewal 50 new policy 750 renewal 100 new policy
Car insurance (excluding Young Driver Insurance) If you have more than one insurance policy with us, you’ll only get points at the renewal rate for one of those policies. For any other policies, you’ll get 100 points a year 375 renewal 50 new policy 750 renewal 100 new policy
Breakdown Cover – Roadside 25 50
Breakdown Cover – Recovery 75 150
Breakdown Cover – Recovery & Home Start 100 200
Breakdown Cover – European 100 200
Pet insurance – Classic Cover 50 100
Pet insurance - Select Plus 50 100

*Motor Breakdown cover is provided on behalf of Co-op Insurance by AXA Assistance (UK) Ltd.

Pet Insurance from Co-op Insurance is provided, underwritten and administered by Allianz Insurance plc. Co-op Insurance is a brand used by CIS General Insurance Limited. CIS General Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Prudential Regulation Authority and the Financial Conduct Authority. FCA/PRA registration No. 435022. Registered Office: Miller Street, Manchester M60 0AL. Registered in England No. 29999R.

Allianz Insurance plc. Registered in England No. 84638. Registered Office: 57 Ladymead, Guildford, Surrey GU1 1DB. Email: cooperativepet.info@allianz.co.uk Allianz Insurance plc is authorised by the Financial Conduct Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. FCA/PRA Register No. 121849.

This can be checked by visiting the FCA website www.fca.gov.uk/register or by contacting the FCA on 0845 606 1234. CIS General Insurance Limited is not part of the Allianz (UK) Group.

Co-op Legal Services

You will earn democratic points on wills and conveyancing only.

For wills, you’ll get your democratic points once you’ve paid for your will in full. For Mirror Wills, we’ll only give democratic points to one Member.

For conveyancing, you’ll get your democratic points once we’ve finished the work. (If you sell or buy another property using our conveyancing service, you’ll get democratic points for each transaction.)

If you’re buying jointly with another Member, only one of you will get democratic points.

You won’t earn democratic points on any other legal services, including:

  • personal injury;
  • probate and estate administration;
  • Employment Law services;
  • Family Legal services (including any fixed-price family services); or
  • any legal services obtained via an insurance policy.

8. How to receive a share of our profits (dividend)

If you’re due a dividend (you can find out more in section 10 ) we can pay it directly into your bank account as long as you give us your bank details – or if you prefer we can send you vouchers instead. You can update your preferences by going online or by calling us. But once you’ve switched to vouchers you can’t switch back again. If you stop being a Member for any reason before receiving your dividend you won’t get it.

You don’t have to pay income tax on payments we make to you through the scheme. If you complete a self-assessment tax return you don’t need to enter any payments we make to you through the scheme.

If your dividend works out to be less than £2 we’ll store up the balance in your Membership account until the next time you’re due a dividend. We won’t pay it out until it’s worth at least £2 (or such other amount as we decide from time to time).

We don’t have to accept that anyone apart from you has any right or interest in your dividend.

8.a. How to spend dividend vouchers

You can spend your dividend vouchers at the following businesses:

  • Co-op Food (including any franchised stores as agreed by us from time to time);
  • Co-op Funeralcare; and
  • Co-op Legal Services.

But these may change, from time to time.

You must show us your Membership card or key fob when you spend your vouchers – and the number on the voucher must match the number on your card or key fob. We may also ask to see your ID.

We’ll give you any change due in cash when you use your vouchers with us.

Subject to any terms and conditions that they set from time to time you can also spend your dividend vouchers in certain independent co-operative businesses. The following independent co-operative societies won’t give you change if your vouchers are worth more than whatever you’re buying:

  • Central England Co-operative Limited;
  • Chelmsford Star Co-operative Society Limited; and
  • The Southern Co-operative Limited.

You can only swap your vouchers for cash at Co-op Food stores.

You must use your vouchers before they expire. Or you can send them back to us before they expire and we’ll renew them for you (send them to Co-op Member Services, c/o Swiss Post Solutions Ltd, Unit 550, Metroplex Business Park, Manchester, M50 2UE). Once they’ve expired we won’t accept or renew them.

9. What happens if you trade with independent co-operative societies

You won’t earn Member Rewards or receive exclusive Member benefits and you can’t spend your Member Rewards earned with us at any independent co-operative societies.

You can use your physical and key fob Membership card at some independent co-operative societies even though they aren’t part of our Co-op. Your digital card won’t work in independent society stores.

These are:

  • Central England Co-operative Limited;
  • Chelmsford Star Co-operative Society Limited;
  • The Southern Co-operative Limited; and
  • The Midcounties Co-operative Limited.

This list may change.

When you spend with one of the independent co-operatives above, you may get a reward from that independent co-operative. This is because the amount you spend with the other co-operative is recorded against your Membership account with us. If the independent co-operative makes a dividend payment (which depends on the amount of profit they make), the dividend, which is allocated to all our Co-op Members, is paid to us. We will then pay out the right amount to you depending on the amount you have spent. This payment will show on your Membership account statement as "Independent Co-operative Societies".

Any points you get from independent co-operative societies don’t count towards a share of our profits or other rights.

10. Cancelling your Membership

If you are a fully registered Member (not a temporary card holder) you can cancel your Membership at any time by telling us. We can also remove or expel you from Membership as set out in our Rules.

If you stop being a Member for any reason we will:

  • Cancel your Membership of the Co-op and remove you from our Members register;
  • Where applicable, re-pay your £1 Membership and any monies you have paid for additional shares;
  • Cancel any democratic points you may have earnt;
  • Cancel any Personal Member Rewards you’ve earned and not yet spent;
  • Share out any Community Member Rewards you’ve earned for the Local Community Fund:
    • to the local cause you have chosen, or
    • if you haven’t chosen a cause, we’ll share any rewards equally between all the local causes in your community (and, until November 2020, the Co-op Foundation), or
    • if there are no local causes in your community we’ll give any rewards to another UK registered charity as we decide from time to time.
  • Allocate any Community Member Rewards you have earned for the Community Partnership Fund, to that fund.

11. Refunds and returns

If you buy goods or services from us and then return them for a refund (or cancel or change them in some way) we may take back some or all the democratic points and Member Rewards you earned on them (if any).

11.a. Registering rewards and democratic points for things you’ve already bought

If you don’t have your Membership card with you when you buy products and services from the Co-op, you may still get your democratic points and Member Rewards if you register your purchases with us within a certain number of days, as follows:

  • Co-op Food – you need to request a “forgotten card receipt” at the checkout, before you pay (you won’t be able to claim your points or rewards without it). Then register your shop online at www.coop.co.uk/membership or call Member Services on 0800 023 4708 within 14 days.
  • Co-op Funeralcare – you cannot add points at a later date. You must show your physical Membership card when you buy a funeral plan or when arranging a funeral.
  • Other Co-op businesses – call Member Services on 0800 023 4708.

12. Lost or stolen cards (this section doesn’t apply to temporary cards)

If your Membership card is lost, you must tell us right away. You can do this online (through your Membership account) or by phone (0800 023 4708).

If we ask you for evidence you need to send it to: Co-op Member Services, c/o Swiss Post Solutions Ltd, Unit 550, Metroplex Business Park, Manchester, M50 2UE.

We may pass on any useful or important information to the relevant authorities (e.g. the police) if we think it’s appropriate.

13. Changes to Member Rewards, Member benefits or terms and conditions

We have the right to change or cancel Member Rewards and/or any other Member benefits at any time.

We have the right to change these terms and conditions by giving you reasonable notice – for legal, regulatory, business or policy reasons. If you continue to use your Membership card after any change, this will be an acceptance of these new terms and conditions.

Your rights

The constitutional rights you have as a Member are governed by our Rules and Regulations which can be amended in accordance with our governance arrangements.

Third party rights

Only you and we have the right to enforce any of these terms and conditions under the Contract (Rights of Third Parties) Act 1999.

Law and where disputes would be settled

These terms and conditions (and any non-contractual obligations arising out of or in connection with them) are governed by English law.

English courts have non-exclusive jurisdiction to settle any dispute arising out of or in connection with these terms and conditions (including disputes around any non-contractual obligations arising out of or in connection with these terms and conditions).

14. Co-op Legal Services and your personal information

Co-op Legal Services need to tell us that you’ve become a client of Co-op Legal Services and the service you have bought so you can get your Member Rewards, democratic points or Discretionary Member Rewards in connection with your purchase of legal services, as set out in these terms and conditions.

This information would normally be treated as confidential. You'll be asked if you’re happy for this to be passed to Co-op when you buy a legal service from Co-op Legal Services that is part of this scheme.

If you aren't happy for this information to be shared at the time that you buy services then you need to let Co-op Legal Services know and they won't tell us that you’re a client. If this is the case you won't get Member Rewards, democratic points or any Discretionary Member Rewards. This is a regulatory condition which Co-op Legal Services must comply with.