Terms & Conditions

BS Freshmart Membership Programme’s Terms And Conditions:

BS Freshmart is proprietary to Pasaraya BS Sdn. Bhd. where acceptance of any person(s) to the Programme shall be subject to the approval of the Company and once accepted by the Company, participation by any such person (Members) in the Programme shall be subject to the terms and conditions contained herein. The Programme is only accepted at the Company branded supermarket (Supermarket) situated in Malaysia or the participating merchants that registered with the Company.
In order to become a Member, the applicant must agree to the terms and conditions. The Company reserves the rights to make amendments or variations to the terms and conditions from time to time.
Participation in the BS Freshmart Membership Programme is open to all citizens and non-residents aged 18 years old and above.
Customer just need to spend a minimum of RM30 in a single transaction to be entitled for a Free Membership of 2 years.
Collected loyalty Points are valid for 2 years.
Renewal of Membership can be done by Redemption of loyalty Points; or free renewal with minimum purchase of RM30 and above in a single transaction.
Member who does not renew the Membership will be removed from the Programme and all the unredeemed loyalty Points and unused rewards or Vouchers will be deleted. Member will need to re-apply for new membership should they wish to rejoin the programme.
For replacement of damaged/lost Member Card, there will be a charge of RM5.
Loyalty Points will be awarded for every transaction of RM1 (exclusive of tax) to 1 loyalty Point. Members must spend minimum of RM1 and above on qualifying purchases in a single transaction.
Once the Card is credited the loyalty Points corresponding to the Qualifying Purchases, a transaction receipt prepared by the cashier at the checkout counter shall be issued to Members. Such transaction receipt shall be conclusive record of the Qualifying Purchases made as for the loyalty Points accumulated will be shown at the membership account within 24 hours. Members will be able to check up to 6 months loyalty transaction available at the BS Freshmart Mobile App.
The following items are not included in the loyalty Points’ calculation:
1. gift card/cash vouchers purchase,
2. ePay services, i.e., mobile reload, IDD reload, online game reload, e-wallet reload, Touch ’n Go reload, ePay upload, Utilities Bills Payment, Payment to Authorities, etc.
3. Delivery Charges, Repair & Service Charges
The loyalty Points awarded and credited to the Card cannot be transferred or assigned to another Card or any other card issued by or on behalf of the Company or combined or aggregated with the loyalty Points of such Card or card or otherwise dealt with except in accordance with this Agreement. The loyalty Points have no cash or monetary value.
Members must present their BS Freshmart eCard or Membership card to cashier before every transaction. Failure to do so will result no loyalty Points will be awarded for the amount spent.
The loyalty Points accumulated in Member's Card will expire after 2 Years from the month where the loyalty Points are awarded. All the loyalty Points will be zeroized in following month after 2 years.
eGift Voucher has a validity period of 1 month with expiry date clearly stated in the eGift Voucher, beyond which they cannot be used or reissued. Additional terms and conditions may be found at the eGift-voucher.
All redeemed eGift Voucher via mobile app can be used on the following day upon redemption.
The Member may refer to the Rewards catalogue available at BS Freshmart Mobile App or the participating outlet for redemption, which shall be for the purpose of information and illustration only and shall not be construed as constituting any representation or warranty as to their availability.
The Company gives no representation or warranty with respect to any products and/or services featured in the Rewards catalogue. Where the Rewards are covered under any manufacturer's' warranty, any disputes or claims shall be forwarded directly to the manufacturers concerned.
For Rewards that are to be redeemed from participating merchants or suppliers of Rewards as shall be appointed by the Company from time to time, the Member shall present his/her Card and national identity card (NRIC) for Rewards redemption.
Members who have redeemed their loyalty Points for any BS Freshmart Gift Vouchers, are not eligible for refund or cancellation from the Company.
Members are responsible to examine, immediately upon receipt, the voucher for any damage. If the Voucher is found to be incomplete / damage, it needs to be exchanged on the spot.
The Company reserves the rights to reject any request for the replacement of Damaged Voucher should the Members fail to return the same in the manner and within the time period set out as stated above.
It is the Members’ responsibility to notify the BS Freshmart’s management of any changes of personal particulars, lost or damaged card.
Members need to update or correct the provided personal data via BS Freshmart Mobile App from time to time.
Members agree that the Personal Data may be used by the Company for the purposes below.
1. To associate the Card to Members and to update information (if required);
2. To process the application by Members for related services;
3. Management, operation and maintenance of Members' accounts, system including audit and exercising the rights of the Company under the terms and conditions;
4. Designing new or improving existing services provided by the Company, our subsidiaries, associates and affiliates;
5. Communication by the Company to Members;
6. Investigation of complaints, suspected suspicious transaction and research for service improvement;
7. Prevention or detection of crime or fraud; and
8. Disclosure as required by law, rules, regulations, codes or guidelines.
Members deemed to have subscribed to the marketing mailing list upon registered as a ‘Member’ in the App and the Company will send or deliver the marketing information and relevant updates (“Newsletter(s)”) via push notification, SMS, electronic direct mail (e-DM) and/or direct mail (DM).
Members may terminate his/her membership anytime by giving notice in writing to the Company. However, there will be no refund of loyalty Points collected in any form for termination of membership.
Any abuse or fraud with respect to The loyalty Points under the Programme or redemption of Rewards will result in the cancellation of Members' participation in the Programme, cancellation of the Card and revocation of The loyalty Points or return of redeemed Rewards (or its reasonable compensation thereto).
The Company reserves the right to restrict, suspend, or change the features and benefits of the membership programme, including the terms and conditions from time to time without prior notice or assigning any reasons.
The Company shall not be liable for any loss of accumulated The loyalty Points or loss or damage suffered as a result of any defect or error in any machines or inability to retrieve any information or data from the computer system.
The Company shall not be liable howsoever for any errors, delays, loss or damage, which may be directly or indirectly due to breakdown, failure of machinery or the processor; or industry dispute, war, act of God, system failure and anything outside the control of the Company.
The Company shall not be liable for any loss or damage suffered by Members due to the following reasons:
1. any statement, communication or implication arising from any revocation, suspension or restriction of the use of the Card; and
2. any failure or omission to notify Members of any changes in the terms and conditions of this Agreement, Rewards Guide, participating companies, Qualifying Purchases and The loyalty Points awarded for Qualifying Purchases.
A Member is required to contact BS Freshmart via email info@bsfreshmart.com.my in the event of any query.

TERMS AND CONDITIONS FOR BS FRESHMART E-STORE

This BS Freshmart mobile app is owned and operated by Pasaraya BS Sdn Bhd. (“the company”)

This Platform provides the members (“the customer”) a convenient way to purchase grocery / fresh produce and household Essential products. The Terms of this Agreement will apply to visitors as well as account holders. By using the platform, you acknowledge that you have read and understood the terms and conditions of this agreement and will comply by all of its provisions. We deserve the right to change the Agreement at any time and your continuous use of the platform denotes that you accept any revised terms.

1. GENERAL

1.1. You agree that the Company reserves the right to amend these terms and conditions at any time, in the Company’s sole discretion, by posting any such amendment(s) to the Company’s platform without prior and separate notice.

1.2. Your continued use of the site or any part of it after amendment to these terms and conditions is posted will be deemed as full knowledge and acceptance of the revised terms and conditions. If you do not agree to any such amendment(s), your sole recourse shall be to cease using the site.

2. REGISTRATION AND ACCOUNT SECURITY

2.1. To register with the account, the customer must be over eighteen (18) years of age.

2.2. The Customer is required to register as a member before placing any order through this platform. During the registration:

· He/She must provide us with accurate, complete and up to date registration information;

· He/She must safeguard your username and password;

· He/She authorizes us to assume that any person using the site with your username and password is either you or is authorized to act for you.

2.3. The Company has the absolute discretion to refuse registration of a potential customer and to terminate the registration of any customer for any reason whatsoever.

2.4. The customer must sign up using their personal details or business information when registering for membership and keep the Company informed of any changes via the BS Freshmart App.

2.5. The Customer shall be liable for every order made under his/her login and agrees to indemnify the Company for all claims, damages whatsoever made by any third party arising from the actions of a person placing orders through this platform using his/her login.

2.6. Should the customer find any unauthorised use of his/her login, he/she shall notify the Company immediately and effectively.

3 PRICE AND PRODUCT

3.1 The Company shall make every effort to ensure that prices, details and sizes of products on this platform are up to date. Prices are subject to change without prior notice and all orders are subject to Company's acceptance at its sole discretion and stock availability.

3.2 Prices charged for purchases on this platform may be different from those charged in the company’s stores.

3.3 The prices charged are those applicable on the day the customer order.

3.4 When ordering items sold by weight, the company reserves the right to supply items with a weight difference. However, the company shall make every effort to ensure the weight difference is minimal and as close to Customer’s request.

3.5 All pictures and images of the products displayed on this site are for illustration purposes in order to help the customer to recognise the products only. The actual size, dimension and colour of the products may differ.

4 E-STORE MECHANISM & PAYMENT TERM

4.1 This platform only accept order with minimum purchase amount of RM50 and above.

4.2 Once the customer has selected the products that he/she wishes to order via the company E-Store platform, he/she will then be shown the charges he/she must pay including taxes (if applicable), and any applicable delivery charges (if applicable).

4.3 The customer can obtain the payment instruction by contacting the WhatsApp number provided in the order confirmation.

4.4 In case the customer has closed the payment confirmation page, he/she can retrieve the order confirmation again from the Mobile App Notification or Email inbox.

4.5 Customer must make sure full payment is made within 2 hours from the issuance time of order confirmation through the payment method available in the platform. Otherwise his/her order will be cancelled by the admin

4.6 The customer shall WhatsApp proof of payment & the order ID to the company as soon as the payment is successfully completed. Please note that the company does not accept cash payment for all e-store transactions due to delivery driver’s safety reasons.

4.7 The company shall not be obliged to supply the product to the customer until the company receive the payment confirmation for the order.

4.8 After receipt of payment is confirmed over the WhatsApp, the company’s fulfilment team will start packing the items.

4.9 The ordered items will be delivered to the delivery address within 4 hours OR ready for customer self-pick up at the selected store after 2 hours upon receipt payment proof from the customer.

4.10 The customer can also monitor the status of the order from the company’s mobile app by navigating to “Account” and then “Order”. Notification will also be sent via email or mobile app to the customer to inform of the order status from time to time.

4.11 The company reserves the right to refuse or cancel the customer’s order if fraud or an unauthorised or illegal transaction is suspected.

5. Availability

5.1 The availability of the items presented on the Platform depends on stock in stores and the Company does not guarantee the availability of items.

5.2 All orders are subject to confirmation of final availability and the Company reserves the right to reject the order in the event that any of the products or services requested is unavailable. In the event that the company is unable to fulfil any of the products or services in the customer’s order, the company will notify the him/her by WhatsApp or email.

5.3 In order to ensure that items are available to all customers, the Company has the right to set maximum limits in advance for the purchase of individual items by a single Customer. For example, if the Customer makes an order of 10 bottles of chilli sauce which would use up all the stock of that store, the store may only deliver 5 bottles.

5.4 The Customer shall always be notified in advance if the items requested cannot be delivered by reason that it has exceeded the maximum or restricted limit.

5.5 If the items requested by the Customer are unavailable due to factors beyond the Company’s control, the Company shall notify the customer via WhatsApp.

6. CANCELLATION & CHANGES

6.1 As required by the company S.O.P., the e-store platform has been programmed as such to permanently block all users (including backend Users) from :-

i) Placing order for amount less than RM50.

ii) Making any Changes upon Order Confirmation has been issued.

Hence, in the event when the e-store PIC encounter product unavailability issue during packing, the PIC will contact the Customer to discuss on this matter, however by all means the company has to cancel the customer’s order either in partial or in full depending on the decision made by the customer. The customer subsequently will receive e-gift voucher value similar with the refund amount. The e-gift Voucher code will be given to the customer for him/her to use it in the next purchase. (please also refer to clause No. 7 “RETURN & REFUND AND EXCHANGE POLICY” for the full information)

6.2 The customer is neither allowed to request for cancellation nor making changes on the order once a Confirmation of Order is already issued in the e-store platform (e.g. wrong item selected, wrong timeslot selected and wrong delivery address etc).

-If payment has been made, he/she can refer to clause No. 7 “RETURN & REFUND AND EXCHANGE POLICY” for next course of action.

-If no payment has been made, he/she can proceed to make a new order and let the wrong order being cancelled automatically.

-If wrong time slot was selected, he/she may contact the company’s outlet e-store PIC via the WhatsApp number which can be found upon submission of the order.

6.3 Upon order confirmation is issued, it is not possible for the customer to add on new item or amend order quantity anymore. In this case a fresh new order with minimum order amount of RM50 is required.

7. RETURN & REFUND AND EXCHANGE POLICY

7.1 The company only accepts request for EXCHANGE or RETURN & REFUND if the item(s) received by the customer are

i) Already expired

ii) Defective

iii) Damaged / spoilt during delivery

iv) Wrong items

7.2 FOR SELF-PICKUP ORDER:

Customer shall immediately check, inspect and examine the items upon collection. Make sure all the items received are correct. If they customer found any defect/damage/wrong item in the packaging, he/she must report to the e-store PIC on the spot as soon as possible. Otherwise the company shall have the discretion to refuse your return request.

i) For perishable goods and Semi perishable goods (e.g. meat, vegetables, fruits, bread, cake, onion, potato etc)

Customer MUST REQUEST FOR EXCHANGE OR RETURN THE DAMAGED / SPOILT PRODUCT ON THE SPOT at the store itself.

ii) For non-perishable items (e.g. dry goods, toilet paper, detergent, household products)

Customer may REQUEST FOR EXCHANGE OR RETURN THE DEFECTIVE / DAMAGED PRODUCT WITHIN 3 DAYS from the date of purchase. Customer must present a valid sales invoice of the purchase when requesting for return.

7.3 FOR HOME-DELIVERY ORDER:

Customer shall immediately check, inspect and examine the items on the spot upon delivery. Our delivery team will assist you in this process. Make sure are all the items received are correct. If the customer found any defect/damage/wrong items, he/she must first get the rider to verify so and followed by sending a proof photo of the defect/damage/wrong items to the WhatsApp number. Otherwise the company shall have the discretion to refuse the his/her return request.

i) For perishable goods and Semi perishable goods (e.g. meat, vegetables, fruits, bread, cake, onion, potato etc)

Customer must request for return the damaged / spoilt product on the spot to the delivery team. WE DO NOT ACCEPT REQUEST FOR EXCHANGE.

ii) For non-perishable items (e.g. dry goods, toilet paper, detergent, household products)

Customer may also WALK IN TO THE BS FRESHMART OUTLET TO REQUEST FOR EXCHANGE OR RETURN THE DEFECTIVE / DAMAGED PRODUCT WITHIN 3 DAYS from the date of purchase. Customer must present a valid Sales Invoice of the purchase when requesting for return.

7.4 The company shall process the Requests for Refund that were submitted through WhatsApp and revert to the customer within 3 days from the date of submission.

7.5 All refunds shall only be made in the form of e-gift Voucher. The customer will receive the e-gift Voucher code that can be used for the next purchase.

7.6 For the company Loyalty Card members, in the event of a refund, all loyalty points received in the purchase for the refunded items will also be deducted from the member account accordingly.

8. SELF-PICKUP ORDER

8.1. The cut-off time of self-pickup order for same day delivery is 5pm. The customer can only select tomorrow’s slot from 5pm onwards.

8.2. The pickup time slot that the customer selects when placing the online order is only valid if the customer able to provide proof of payment on time.

8.3. Once the order status has changed to “Ready for Pickup”, the customer can start coming to pick up the ordered items at the selected e-store outlet.

8.4. If the customer cannot make it to pick up the items personally, an authorized representative may help collect on his/her behalf provided that he/she has already notified the e-store PIC over the WhatsApp. His/her authorized representative must be able to show a screenshot of the order confirmation with “Ready for Pickup” status.

8.5. Customer must make sure the payment is made and provide payment proof photo to the estore PIC via Whatsap within 2 hours from the issuance time of order confirmation, Otherwise his/her order will be cancelled by the admin.

8.6. “Ready for pickup” Order may be cancel if the customer didn’t turn out to pick up the items 4 hours upon the Order status changed to “Ready for pickup”. Refund will be granted for such event but an admin charge may be deducted at the discretion of the company.

8.7. The company reserves the right to withhold delivery of the products to the customer if there is any doubt whatsoever arises due to his/her creditability worthiness or insufficient identification.

8.8. No delivery charge shall apply for self-pickup orders. However, the company reserves the right to charge a minimum fee to admin the return request (if any) on case to case basis.

9. HOME DELIVERY ORDER

9.1. Customer must make sure the payment is made and provide payment proof photo to the estore PIC via Whatsap within 2 hours from the issuance time of order confirmation, Otherwise his/her order will be cancelled by the admin.

9.2. The company shall deliver the products to the delivery address given by the customer in e-store platform.

9.3. The company’s delivery team only covers the area within 5KM radius from the e-store outlet.

9.4. By Motorcycle- Weight Limit: 2-10kg. Size Limit (L x W x H): 0.3m x 0.3m x 0.3m;

By Car- Weight Limit: 40kg. Size Limit (L x W x H): 0.5m x 0.5m x 0.5m.

Weight/size exceed limit: We reserves the rights to reject delivery of your groceries if your order exceeds the weight limit and size limit.

9.5. Whilst the company makes every effort to deliver all Customer items in the agreed time, the Company will not be liable if it fails to do so in part or in full due to circumstances beyond its control.

9.6. Customer’s order will be delivered by the delivery team according to the following schedule,

Proof of payment received	Delivery will take place
00:00 AM - 9:59 AM	before 1pm on the same day
10:00 AM - 16:00 PM	within 4 hours upon receipt
16:01 PM - 23:59 PM	before 1pm on the next day

9.7. The company’s delivery team will deliver Customer’s order to the main entrance of the delivery address. At Customer’s request, our delivery team may carry Customer’s order into the delivery address, for example, to a particular floor in an apartment block or into the kitchen but only if:-

a) the driver has the Customer’s permission,

b) the driver believes that it is safe and practical to do as Customer requests,

c) there is no obstacle preventing entrance, for example a locked main door.

9.8. The Company reserves the right to deliver only to the main entrance of the delivery address.

9.9. If there is nobody qualified to receive the items at the agreed time and place specified by the Customer, we will leave notification of attempted delivery and Customer will need to contact customer services to re-arrange delivery.

9.10. If the customer requests for redelivery, the Company is entitled to charge an additional fee of RM5 for the re-delivery service.

9.11. If the delivery order contains alcoholic drinks or any other age-restricted items, the customer shall agree to ensure that a person of 21 years of age or older with appropriate identification presented to the deliver team before he/she can receive the delivery order. The company’s delivery team reserves the right not to deliver any age-restricted product to anyone who is, or appears to be under, the age of 21 years old, and to charge the customer an additional re-delivery fee of RM5.

10. DELIVERY CHARGES

10.1 The company does not charge any delivery fee but has set a minimum order amount of RM50 is required.

10.2 In the event of reschedule which results to redelivery is required, a RM5 delivery fee will be imposed. And the company shall only deliver the items upon the delivery fee has been paid by the customer.

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