FAQs Eng | KOI Thé Thailand

Frequently Asked Questions

Updated 11 July 2023

1. What is “KOI Leaf Rewards”?

KOI Leaf Rewards is the membership program for KOI Thé Thailand which customers can accumulate Leafs through each purchase to redeem exclusive benefits (without any membership charge)

Manage your account via the KOI Leaf Reward Program on KOI Thé Thailand application including registration, reloading balance, purchasing drinks, accumulating points, and redeeming rewards. You can register your KOI Card on the application to secure your information and balance as well as to manage it in case of lost or stolen.

KOI Leaf Rewards Program enables you to make payments and collect leaf through 2 channels. You can either make payments and collect leafs through scanning QR Code on your KOI Thé Thailand Application or through KOI Card that have been registered as your account. Both ways will be convenient and most secured for you.

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2. How to register for KOI Leaf Rewards Program?

You can sign up for KOI Leaf Rewards Program through KOI Thé Thailand mobile application by following these steps:

Download the application “KOI Thé Thailand” on to your mobile device to begin the registration process (available on both App Store or Play Store)
In addition to the required personal information, you must insert your card's 16-digit number and its CSC (Card Security Code) at the back of the card when registering your first KOI Card on the application
After the registration process, the verification link will be sent to the email used for registration. Please click at the link to verify your identity.
Activating your account on KOI Thé Thailand will enable you to register KOI Card(s) to make transaction, earn special benefits and secure your card values

Remark:

- You can purchase KOI Card at any KOI Thé store in Thailand

-The KOI Card used for registration on the application must not have history of registration before

- KOI Thé Thailand application requires iOS 12 or later on iPhone and Android Ver.7 or later on Android devices

Note: If internet server breaks down or disfunction, the store will be unable to accept transaction by KOI Card or KOI The Thailand Application temporarily.

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3. What do I have to do when I forget my password?

If you forget your password for KOI Thé Thailand application, please click “forget password” on the log in page
You will receive an email with a password reset link attached
After resetting your password, you will be able to log-in to your account with the new password instantly

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4. What is KOI Card? Where do I purchase it?

A KOI Card is a physical card issued by KOI Thé Thailand. Customers can load or reload monetary value onto and use to make purchases at participating KOI Thé stores in Thailand only.
KOI Card has no membership fees.
In order to activate the card , You have to load a minimum of THB 100 onto your KOI Card for the first time.
Every purchase through registered KOI Card and your account on KOI Thé Thailand application will earn you Leafs, which can be accumulated to redeem exclusive benefits.
If you have not register your KOI Card on KOI Thé Thailand application, we will not be hold responsible for the KOI Card balance if lost or stolen in any circumstance.

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5. How do I add balance to KOI Card?

You can reload your KOI Card via KOI Thé Thailand application or at any participating KOI Thé store in Thailand by presenting your KOI Card or QR Code on the application to our staffs.

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6. Terms and Condition for KOI Card

Balance top-up can be performed at KOI Thé stores in Thailand
KOI Card can be used to purchase drink items and merchandises at any KOI Thé store in Thailand
KOI Card can not be exchanged for cash or used in paying debts, unless it is applicable by law
If KOI Card is reported lost, stolen or destroyed, card holders may secure card values by registering the reported cards on KOI The Thailand Application
KOI Thé Thailand Company Ltd. will secure the remaining balance for the registered KOI Card from the moment you report a lost of card in KOI The Thailand Application
The use of KOI Card is the agreement to the terms and conditions established by KOI Thé Thailand which you are able to read along with the information security details in the next point
For more information regarding KOI Card, please contact 02 274 1500
KOI Card is issued by KOI The (Thailand) Company Ltd.

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7. How to register KOI Card and Why is registration necessary in order to join the program?

You may add KOI card to your account on KOI Thé Thailand application by following these steps:

Click on the card icon at the top right corner
Select the “+” sign to add KOI Card
Insert 16 digit number at the back of the card along with the security code
Click “accept”

You are able to manage your account, check your balance and Leaf, redeem exclusive benefits as well as secure the information and card value in case of lost or stolen. The balance on registered KOI card will be secured upon registration.

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8. What are my benefits as a KOI Leaf Rewards member?

Benefits that card holders will gain once enrolled in the KOI Leaf Rewards Program:

Rewards Redemption

Earn 1 Leaf with every 25 baht spent through KOI Thé Thailand application or KOI Card. The accumulated Leafs can be used to redeem other exclusive benefits on KOI Thé Thailand application.

Welcome Treat

New members receive DOUBLE Leafs at first time purchase via registered Account or KOI Card

Birthday Gift

Green and Golden members get 1 FREE drink on birthday month

Linked Multiple Cards

Register up to 10 KOI Cards on the same account to share your happiness with your loved ones. This will be counted as the purchase by the same account

9. What are the membership levels and benefits?

Black - Membership Benefits

Happiness from Day-1

Countless exclusive benefits await from the first day of membership registration. Accumulation of 150 Leafs within 12 months will upgrade the membership level to Green or 350 Leafs for Golden level.

Welcome Treats!

Enjoy double Leafs at first purchase through KOI Card or KOI Thé Thailand application

Special Voucher on KOI Day!

Celebrate your special occasions with KOI Thé, members will earn special offers or free Leafs to purchase drinks on KOI Thé Thailand’s Anniversaries

Rewards Redemption

KOI Leaf Rewards members can use Leafs to redeem exclusive benefits and promotions

KOI Leaf Rewards Protection

KOI Card is guaranteed to secure the card values in case of lost or stolen. Please report the lost of KOI Card on the application to suspend the card instantly

Green - Membership Benefits

More Drink, More Happiness

Green Level members can reach the Golden Level by collecting 200 Leafs within 12 months or collect 150 Leafs within 12 months to maintain the same level (the Leafs Balance will be calculated on the anniversary date of the current level)

Birthday Treats !

Green members can redeem any drink item (size S) in birthday months for FREE

KOI Day Special

Green members will receive exclusive offers or free Leafs to spend on KOI Thé (Thailand)’s Anniversaries

Limited Rewards for Green Member Only

Get access to limited rewards and other privileges specifically for Green level

KOI Leaf Rewards Protection

KOI Card is guaranteed to secure the card values in case of lost of stolen. Please report the lost of KOI Card on the application to suspend the card instantly

Golden - Membership Benefits

Happiness is All Around

Golden Level can be maintained by collecting 350 Leafs within 12 months and enjoy the exclusive benefits for Golden members in the following year.

Birthday Treats !

Golden members can redeem any drink item (size M) in birthday months for FREE

KOI Day Special

Golden members will receive exclusive offers or free Leafs to spend on KOI Thé (Thailand)’s Anniversaries
Members receive a KOI DAY special gift, exclusively for Golden Level

Espec-clusive Rewards for Golden Member Only

Get early and extended access to exclusive rewards , new menus and events only for Golden member

KOI Leaf Rewards Protection

KOI Card is guaranteed to secure the card values in case of lost of stolen. Please report the lost of KOI Card on the application to suspend the card instantly

Remark: Membership status for each level will last 12 months starting from the first day of entry. Maintaining current level and upgrades will be depending on the Total Leafs Balance.

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10. What is a Leaf? Do my Leaf have expiry date?

You will receive 1 Leaf for every 25 baht transaction through KOI Thé Thailand application or KOI Card to redeem exclusive benefits at any participating KOI Thé stores in Thailand
The excess 25 baht will be accumulated. For example, if your total purchase is 189 baht, you will receive 7.2 Leafs. The 0.2 Leaf will not appear on the Total Leafs Balance but will be counted with your next transaction.
Total Leafs balance will be expired in 12 months from the date that you earn those Leafs. For example, if you collect 10 Leafs on 16th January and 15 Leafs on 24th January, these 25 Leafs can be used to redeem rewards until the 31st of January of the following year

You can view your Leaf Balance, offers, membership status, transaction history, and expiry date or redeem your rewards through KOI Thé Thailand application.

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11. What are the types of Leaf? How do I use them?

Leafs in KOI Leaf Rewards Program come from any transaction made through KOI Thé Thailand application or KOI Card, which will be calculated by:

Leaf Rewards Balance The amount of Leaf will increase accordingly with the amount of transaction made through KOI Thé Thailand application or KOI Card. The Leafs will be deducted as you have redeem special reward on the application or when expired.
Total Leafs Balance The total Leafs accumulation will result in membership upgrade or maintenance within 12 months. The membership status will be reset to zero (0) on your anniversary date.

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12. Do I only earn Leafs when I pay with my registered KOI Card?

You will earn Leafs and receive in-store benefits simply by paying for a transaction with any registered KOI Card or KOI Thé Thailand application.

Remark: You will only earn Leafs when you make a purchase at the store but not when you reload card values.

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13. How can I check my Leaf and my rewards?

You can view your transaction history, balance, Leafs and special offers on KOI Thé Thailand application.

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14. Can I track my progress in the program and see how many more Leafs I need to reach the next level?

The Leafs Balance will be calculated annually on your membership anniversary date (the date you qualified for the current level of membership) to determine the level of membership you are in. Leafs Balance will be calculated independently each year. You can log into your account and view the Leafs Balance via My Profile on KOI Thé Thailand application.

Black Level (Total 0-149 Leafs from the starting date of this level)

Once you have activated an account on KOI Leaf Rewards, you would be entering the Black Level automatically. If you earn 150 Leafs within 12 months, your status will be upgraded to Green Level.

Green Level (Total 0-199 Leafs from the starting date of this level)

To maintain your Green Level, you must re-qualify each subsequent 12 months by earning at least 150 Leafs and your Leaf count will be reset on your anniversary date (12 months from the date you reach the Green level). Or you can earn 200 Leafs and upgrade to the Golden Level.

Golden Level (Total 0-350 Leafs from the starting date of this level)

To maintain your Golden Level, you must re-qualify each subsequent 12 months by earning at least 350 Leafs and your Leaf count will be reset on your anniversary date (12 months from the date you reach the Golden level). If you earn less Leafs than the indicated amount to maintain the level, your membership level will be adjusted accordingly with the amount of Leafs accumulation.

If you did not earn enough Leafs within a twelve (12)-month period (Member Cycle), your Leafs balance will be reset to zero (0) on your anniversary date.

The calculation of accumulated Leafs will be reset to zero (0) on your anniversary date (Member Cycle / 12 months from the starting date) to maintain you membership level. For example:

Black level

If you enter Black level on the 1st of January 2021, your anniversary date will be the 31st of December 2021, or your Member Cycle is 01/01/21 - 31/01/22. On your anniversary date, if you have collected 1-149 Leafs (below 150 Leafs), you will remain at the Black Level in the following year with 0 Leaf on Total Leafs Balance. Your Member Cycle of the following year will be 01/01/21 - 31/12/22

If you enter Black level on the 1st of January 2021, your Member Cycle is 01/01/21 - 31/01/22. BUT if your Total Leafs Balance reach 152 Leafs on the 30th of May 2021, you will automatically be upgraded to Green level with 2 Leafs in your Total Leafs Balance on the starting date of new Member Cycle. And your new Member Cycle as Green level will be 30/05/21 - 29/05/22

Green Level

If you enter Green level on the 30th of May 2021, your Member Cycle is 30/05/21 - 29/05/22. BUT if your Total Leafs Balance reach 205 Leafs on the 16th of November 2021, you will automatically be upgraded to Golden level with 5 Leafs in your Total Leafs Balance on the starting date of new Member Cycle. And your new Member Cycle as Golden level will be 16/11/21 - 15/11/22

Golden Level

If you enter Golden level on the 16th of November 2021, your Member Cycle will be 16/11/21 - 15/11/22. On your anniversary date (15/11/22), if you have collected 353 Leafs, you will be eligible to remain at the Golden level in the following year with 3 Leafs on Total Leafs Balance. Your next Member Cycle of the following year will be 16/11/22 - 15/11/23

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15. What can I redeem from my Rewards Balance? How many rewards from Rewards Balance can I redeem?

KOI Leaf Rewards members can use accumulated leafs to redeem special rewards according to the rewards terms and conditions.

The privilege earned will be according to the membership level and the duration of a promotion

The amount of Leafs used for rewards redemption will be varied depending on a particular term of each reward

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16. How do I redeem my Leafs for exclusive benefits?

You can collect Leafs and redeem special rewards on KOI Thé Thailand application. The redeemed reward voucher can be found in “My Rewards” and can be used at any participating KOI Thé Stores in Thailand.

To receive the offer from Leaf Rewards Balance, you must have sufficient Leafs to redeem each reward.

The redeemed Leafs will be deducted from the Leaf Rewards Balance automatically.

You can view your offers and Rewards Balance on KOI Thé Thailand application

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17. Does the reward voucher redeemed from Leaf Rewards Balance have expiry date?

The reward voucher will expire in 30 days from the day that you redeemed it. If you do not use the voucher before the expiry date, it will be disabled and the refund will not be available.

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18. If I redeem the reward , will it affect my Leafs Balance?

Redeeming the reward from Leafs Rewards Balance will not affect the Total Leafs Balance that will be counted for membership level upgrade.

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19. Can I redeem my Leaf for Rewards in other countries?

The benefits from KOI Leaf Rewards program will only be eligible to redeem at KOI Thé Thailand stores. The KOI Card from other countries will not be applicable to make transaction in KOI Thé stores in Thailand as well.

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20. How soon will I be able to see the amount of Leafs I’ve earned after purchasing with my registered KOI Card?

Leafs earned from purchasing by your registered KOI Card will be available on your account within 30 minutes.

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21. What if my Leaf balance doesn’t look right? Who do I contact?

We want to make sure the balance on your account reflects your purchases accurately. If the total number of Leafs doesn’t appear to be correct, please contact Customer service: 02-274-1500 (press 1).

*Office hours: 9.00 am- 06.00 pm Monday to Friday, except the public holidays

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22. How do I report a lost or stolen KOI Card? How long will it takes to proceed?

If your KOI Card is lost, stolen, or destroyed, you can suspend the Card(s) through KOI Thé Thailand application by selecting “Report Lost” or “Cancel Card”. Your Card balance will be secured right after the report is filed.

If you have found your lost Card, you can reactivate the card by selecting “Reactivate Card” on the application and your card will be activated within 30 minutes

If you make transaction through unregistered KOI Card, you will not be able to secure your balance. We will not be holed responsible for the lost or stolen of unregistered card, in any circumstance.

**For more information, please contact Customer Service: 02-274-1500 (press 1)

office hours: 9.00 am- 06.00 pm Monday to Friday, except the public holidays

Remark: “Report Lost” will result in temporary suspension. “Cancel Card” will delete the Card from your account permanently, and the canceled Card will not be eligible to add on to the previous account or any other account.

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23. Can I get any drink item I want when I redeem my Birthday reward? What’s included?

Green members can redeem 1 drink item (size S) on birthday month for FREE (with any choice of topping)

Golden members can redeem 1 drink item (size M) on birthday month for FREE (with any choice of topping)

You can redeem your Birthday Reward at the participating KOI Thé stores in Thailand by presenting the birthday voucher on KOI Thé Thailand application or registered KOI Card to our staffs. This is only applicable within the birthday month of the registered account.

Remark: You will only receive 1 birthday drink/account/year. If you do not redeem the reward during the birthday month, the birthday voucher will be omitted on the first day of the following month.

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24. If I have multiple KOI Card registered to my account, does that mean I will receive a birthday reward for each one?

You will only receive 1 birthday drink/account/year. If you have already redeemed your Birthday Treat from one KOI Card, you won’t be able to redeem another Birthday Treat from another KOI Card that is under the same account. You will receive the Birthday Treat again in the following year, if you maintain your membership at Green or Golden Level.

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25. Do I have to present the reward voucher redeemed from KOI Thé Thailand application at the store to receive exclusive offers?

To use the voucher, you can simply notify the staff at KOI Thé stores in Thailand. The staff will check and scan your available vouchers on KOI Card or KOI Thé Thailand application. After the voucher is used, the system will automatically deduct the redeemed voucher on your account immediately.

You can present your KOI Card or KOI Thé Thailand application to the staffs and redeem your birthday drink at any participating KOI Thé stores in Thailand

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26. Can I retrieve different vouchers before claiming my rewards? Is there a limitation for the number of rewards that I can redeem?

The number of rewards that you can redeem is unlimited depending on your Leaf Rewards Balance.

Each reward will require varied amount of Leafs and terms.

Each reward can last 30 days after the day you retrieve it.

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27. Can I change my anniversary date to maintain my membership level (Member Cycle)?

Sorry, your anniversary date is unchangeable.

Unless there is an upgrade to the next level before your cycle ends, your anniversary date will be reset to the starting date of the new level instantly

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28. Do I need to register KOI Card with my email?

Yes, you do. We need your email to verify your account and deliver news

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29. How many KOI Cards can I register as part of the program?

You can register / add a maximum of ten (10) activated KOI Cards on your KOI Leaf Rewards account and only one account for each email.

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30. How can I check my KOI Card balance and transaction?

You can log into your account and view the remaining values via KOI Thé Thailand application. Alternatively, you can visit any participating KOI Thé store in Thailand and check with our staffs.

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31. Can I transfer my KOI Leaf Rewards membership to someone else?

Sorry, memberships are non-transferable. The email used for the account registration can not be used again to register another account as well as the membership level, and all of the privilege exclusives for each membership level can not be transferred to another account.

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32. Can I transfer funds between cards in same account?

When the new KOI Card is registered to account on KOI Thé Thailand application, the system will combine the balance of each Card into one account. During transaction via the registered KOI Card or in-app QR Code, the system will deduct values from the central account. This means that 1 account can be used across any Cards or channel

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33. Can I use multiple KOI Cards for one transaction and earn more Leafs?

If the KOI Cards are registered under the same account, each transaction will earn the Leafs into the central account as well as the balance and special offers redemption will be withdrawn from the same account.

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34. Can I get a refund for my KOI Cards?

Any amount/value stored in your KOI Card cannot be refunded.

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35. Is there an expiration date for my KOI Card?

KOI Card doesn’t have expiry date