Terms & Conditions

Version 1.0 Last updated on 26/06/2024

Aura Terms & Conditions

1. These terms and conditions (incorporating Alshaya's Privacy Policy) (“Terms”) apply to and govern your participation in Aura the Alshaya loyalty programme accessible via the “Aura” mobile application and / or Aura digital card and website and any new versions, updates and supplements to it (the “Programme” or “Aura”) which is a single-purpose store value facility operated by M.H. Alshaya Co. W.L.L. and its affiliated companies (“Alshaya”, “us”, “we”, “our”) and is provided free of charge. These Terms may be amended by Alshaya from time to time and continuing participation in the Programme constitutes your acceptance of the then current Terms. The Terms are a legal agreement between you and Alshaya (the “Agreement”). You acknowledge and agree that the electronic format of these Terms and/or the Agreement does not, in any way, affect their validity or enforceability. Your use of the Programme is subject to all applicable laws. You acknowledge and agree that you have fully considered the allocation of risk and our disclaimers and limits of liability set out below, find them to be reasonable, and that the limitations set forth in these terms and conditions are an essential basis of the Agreement.

2. Under data protection legislation, we are required to provide you with certain information about who we are, how we process your personal data and for what purposes and your rights in relation to your personal data and how to exercise them. This information is provided in Alshaya's Privacy Policy and it is important that you read that information.

3. Any resident or national of a country in which Alshaya operates the Programme may join the Programme free of charge, by downloading the Aura app and completing the enrolment form. If you wish to receive Aura benefits, you must complete the enrolment process by providing us with current, complete and accurate information as prompted by the applicable registration form, at which point you will be deemed a “Member” (and the term “Membership” is to be interpreted accordingly), and you will have an Aura account (referred to herein as “Aura Account”, your “Account” or your “Aura Digital Card”). You will also be asked to choose a password and a username.

4. It is your responsibility to provide the correct and accurate information. Only one unique mobile number can be associated to each individual account. A new account cannot be allocated to an existing mobile number unless you can prove that the mobile number has been assigned to you in which case the previous membership will be cancelled, and a new account will be issued against that mobile number. 

5. You are entirely and solely responsible for the possession, use and control of your Aura Digital Card, maintaining the confidentiality of your password and account. Furthermore, you are entirely responsible for any and all activities that occur under your account. You agree to notify Alshaya immediately of any unauthorized use of your account or any other breach of security. Alshaya will not be liable for any loss that you may incur as a result of someone else using your account, either with or without your knowledge. You may not use anyone else's account at any time. Alshaya reserves the right to disqualify a Member from further participation in the Aura programme, cancel all previously accumulated points and to seek compensation for Rewards utilised if, in Alshaya’s sole judgment, that Member has engaged in willful misconduct or breached any of the rules governing the Aura programme, including, but not limited to the fraudulent acquisition of Points sale or abuse of Points or Reward benefits.

6. To qualify for full Aura benefits, the member’ must be fully enrolled. To accrue points, the Aura mobile app, mobile phone number or email address must be presented at the time of each purchase at any Alshaya outlet displaying the Aura logo or on participating websites operated by Alshaya. Points can only be earned at the time of purchase of the product or service.

Retrospective claim of points

6.1. A member may make a retroactive claim for missing points by calling the customer service within 30 days from the date of transaction. A member must provide information such as membership number, name, contact information and a valid receipt proof of purchase.

Valid points will be credited in the member’s account after 48 hours from sales transaction

Purchases made prior to joining Aura are not eligible for retroactive claims

To redeem Aura benefits, the member’s Aura Digital Card on the mobile app must be presented. Benefits are in the form of points in accordance with these Aura Ts & Cs.

7. The Aura Programme currency is Points, which can be collected by Members and redeemed as detailed below. The accrual rate, accrual events, redemption options and general key parameters of the loyalty currency are outlined below.

  • The points accrual is calculated based on the gross value of the sale transaction, and include any applicable VAT, rounded down to the nearest single KW Dinar, QA Riyals, AE Dirhams, KSA Riyals and BD Dinar depending on country where the transaction is taking place.
  • The general accrual rate across all brands is as follows; transaction value rounding down applies. No partial points are awarded.
CountryCurrencyHello PointsStar PointsVIP Points
Bahrain1 BHD101520
KSA1 SAR11.52
Kuwait1 KWD101520
Qatar1 QAR11.52
UAE1 AED11.52
  • Earning Points: Members can earn Points for a transaction at any of the Alshaya stores and online sites, showing the Aura logo (“Outlets”). You should ask for a receipt at the time you make a qualifying purchase transaction and retain the receipt as a record of the transaction. Points will not be awarded when purchasing medicines at Boots participating stores and Alshaya gift cards.
  • Points will be accrued only for the transaction value paid with cash or card including Alshaya gift cards. If part of the transaction is paid with Points it will not accrue points.
  • Redeeming Points: members can redeem Points by utilising accrued points to pay or offset the price for purchases and services in participating outlets; or redeemed in exchange for rewards in the Aura MENA app or www.aura-mena.com as updated by Alshaya from time to time. In order to perform any type of point redemption at least one sale transaction must be recorded on a member’s account.
  • Refund of a product or service paid partially by points and cash will be returned in points and cash or credit card respectively depending on the payment type. There may be instances due to the points conversion where some of your points will be returned, and the residue value will be provided in cash.

In the event that for any reason a refund or credit note is issued by Alshaya following the return of any qualifying purchase, any earned Point(s) in respect of such purchase shall be deducted from the relevant Member’s Programme account.

In addition to the above, if a customer purchases a product using Aura points and he or she decides to exchange or return that product within the permitted fourteen (14) days period following the purchase, in the event that the points used for the purchase are expired at the time of exchange/refund, Alshaya reserves the right not to reinstate such points and the customer shall pay the corresponding additional amount (by cash, card or points).

8. Points will be visible on a member’s account after 24 hours of the transaction instore, or after delivery for Ecommerce purchases.

CountryAura PointsCurrency
Bahrain5001 BHD
Kuwait5001 KWD
Qatar501 QAR

Points and/or rewards have no cash value, cannot be redeemed for cash and are void if sold, purchased, bartered, or exchanged for cash or other consideration, or if received or used in violation of these Terms. No change/currency will be given for any unused portion of any Point or Programme reward.

9. Point expiry period

Base points are valid for 12 months from the date they are earned. Your Points expire at midnight, on the last day of the relevant month.

Bonus points are valid for 3 months from the date they are earned. Your Points expire at midnight, on the last day of the relevant month.

Base points means the basic points that member earns after completing a valid sales transaction in any of the Alshaya participating brands; base points calculation is listed in the table under ‘Earning Your Points with Aura’, clause number seven in the T&Cs of this programme.

Bonus points means any additional points awarded to an Aura member in addition to the base points.

10. Tier General rules

Aura has 3 tiers: Aura Hello, Aura Star, Aura VIP

  • Hello: for Members with between 1 to 5,999 tier earned points
  • Star: for Members with between 6,000 to 23,999 tier earned points
  • VIP: for holders Members with between 24,000 or more tier earned points
  • Tier Points are calculated based on eligible spend only in participating Alshaya stores. Tier qualification is available for fully enrolled customers only
  • Members qualify for Tiers based on their cumulative spend in the last 12 months
  • In order to be upgraded to the next Tier, a Member must reach a certain points threshold, as detailed above, within a 12-month period
  • If a member upgrades any time during the 12month period, the new tier will apply for 12 months from the date of upgrade, unless another tier is reached, in which case, this new tier will again apply for 12 months from the date of such upgrade
  • Tier points are only calculated on purchases; no bonus points will apply in calculating Tiers
  • In case a Member does not reach the renewal qualification threshold within the 12-month period, a member will be downgraded:
    • From Aura VIP to Aura Star
    • From Aura Star to Aura Hello

For Tier Points values, please see below:

Country Aura Tier PointsCurrency
Bahrain121 BHD
Kuwait121 KWD
Qatar11 QAR

11. Friends and Family Accounts

Aura has Friends & Family accounts which allow a group of Members to collect Points under a common balance and to use Friends & Family Points to redeem against purchases and rewards.

General Friends & Family Rules

  • Minimum number of Members: 2
  • Maximum number of Members: 8

(including the head of the friends and family)

  • A member can only be part of one Friends & Family group at the time.
  • Age restriction: The Friends & Family head must be over the legal age in the territory where he or she subscribes to the Programme
  • Membership: The Friends & Family head can add or remove members.
  • Redemption: Every Friends & Family member is eligible to redeem points accumulated in the group
  • Tiers in Friends & Family: Tiers are calculated at each member level independently.
  • Leaving the Friends & Family group: When a Member leaves a Friends & Family group, the Points that he/she earned while in the Friends & Family group remain in the Friends & Family group account.
  • If the maximum number of members is reached (8), when a member leaves, there is a 90 day period before a new invitation can be sent. If there is less than 8 members, an invitation can be sent at any time.

12. Child Enrolment

  • By participating in the Programme, you agree to be bound by these Terms, and you represent, warrant and covenant that you are either (a) over the legal age in the territory where you subscribe to the Programme, and lawfully able to accept these Terms; or (b) if you are under such legal age, that you have the permission of a parent or legal guardian to participate in the Programme and that your use of the Programme and its features is at all times under the supervision of a parent or legal guardian, who also agrees to be bound by these Terms.
  • As a parent or guardian, the head of a Friends & Family group (over the legal age in the territory of subscription) may invite members of any age, including children from 13 to 17 years old. In addition, by inviting children within that age range, you expressly consent that these minors can receive marketing communications from Alshaya by electronic or other means. You have the right to request Alshaya to stop sending such marketing communications at any time.
  • By inviting members, the head of a Friends & Family group may confer the right to redeem the points accumulated by each group member by any other group members
  • Every individual in the Programme, whether independent or in a Friends & Family group, must have the unique identifiers agreed (email, mobile)

13. Employees

  • Employees of M.H. Alshaya Co. W.L.L. and its affiliated companies ('Alshaya') can join the scheme and benefit from unique offers and news. Employees should supply the relevant information on enrolling in the Programme.

14. The Aura Digital Card may not be used as a gift, credit or debit card or as a guarantee of payment.

15. Aura benefits are only applicable for included retail purchases made at Outlets and excludes all Alshaya 'business to business' sales.

16. Alshaya may close the Aura Programme or introduce or withdraw any offer at any time without prior notice, subject to compliance with applicable laws and regulations. The Aura Digital Card remains the property of Alshaya and Alshaya may suspend or terminate your membership of the Programme at any time due to any reason which may result in a legal dispute.

17. Your personal data will only be used as outlined in Alshaya's Privacy Policy.

18. This document is in the Arabic and English languages. If there is any discrepancy between the Arabic and the English texts, the Arabic text prevails.

19. These Terms are governed by the laws of the relevant territory in which you are registered with the Aura Programme. All members irrevocably consent to the exclusive jurisdiction of the courts of the relevant territory for purposes of any legal action arising out of or related to these Terms.

These Terms supersede and replace all prior or contemporaneous understandings, representations, agreements or other communications between you and Alshaya, whether oral or written, regarding the Programme. In the event that any provision of These terms and conditions is found to be invalid, illegal or unenforceable, such provision shall be considered eliminated.

In Alshaya’s sole discretion, our rights and obligations under these terms and conditions may be assigned at any time and without any notice to you, and these terms and conditions shall remain binding on you and your respective executors, administrators, successors and representatives, should any assignment of these terms and conditions by Alshaya to another entity be made. Your programme account, Aura Digital Card and these terms and conditions cannot be assigned or transferred by you to another person.

20. Communication Preferences

  • As a Member, when you opt-in for Aura marketing communications you will receive the latest offers, rewards and news via electronic means (including email, sms, WhatsApp, or push notifications) in accordance with the information you provide. In addition, Alshaya may share your information with selected third parties with whom Alshaya has a relationship and who may contact you or use your data only for reasons pre-agreed with Alshaya, including sending you marketing communications. You can choose to unsubscribe from Aura communications at any time by clicking the "unsubscribe" link that you will find at the bottom of each of our promotional emails, or via the Site. Please also see our Privacy Policy in this regard.
  • When you opt-in for Aura communications you will receive the latest offers, rewards and news via electronic means (including email, sms, WhatsApp, or push notifications). You can choose to unsubscribe by clicking the "unsubscribe" link that you will find at the bottom of our promotional emails, or via the Aura MENA app or aura-mena.com website. Please note once you unsubscribe completely from our marketing communications, your preferences may take up to 48 hours to refresh the latest update. We may be unable to notify you of tailored offers to meet your needs however you will still receive operational and service messages from us regarding your Aura Account.

21. Disclaimer and Limits of Liability

  1. Except as is expressly provided otherwise in these Terms, the Programme and your Aura Digital Card are provided on “as is” basis, without warranty, representation or condition of any kind, and the entire risk as to the results and performance of your Aura Digital Card is assumed by you.
  2. Alshaya expressly disclaims any liability with regard to access to or use of your Aura Digital Card being uninterrupted or error-free. Alshaya does not represent or warrant that your Aura Digital Card will always be accepted or your Earned Points accessible.
  3. You agree that Alshaya shall not be liable for any loss, damages or expenses whatsoever due to any instruction by you not being sufficiently clear, any failure due to events beyond Alshaya’s reasonable control, any system failure, failure to provide you with accurate information, Alshaya taking any action required by any governmental, federal or provincial law, regulation or court order, Alshaya declining an authorisation for any particular transaction, regardless of its reason, or any breach or violation of these terms and conditions by you.
  4. To the maximum extent permitted by law, you agree to limit any claims for damages against Alshaya to monetary relief for the actual damages sustained by you as a direct result of any proven failure imputable to Alshaya, provided that such damages shall not exceed the last earned points balance on your programme account at the time the imputed event occurred. You agree not to claim any indirect, special, consequential or punitive damages from Alshaya.

22. Enquiries and Complaints

If you have any concerns, enquiries or complaints about any aspect of the Programme or your Membership, please email [email protected] giving your full name and address and contact details


1. The App Terms will apply to you after accepting them when downloading or using the Aura App (‘App’). We are offering you this app to use for your own personal use without cost, but you should be aware that you cannot send it on to anyone else, and you’re not allowed to copy, or modify the app, any part of the app, or our trademarks in any way. You’re not allowed to attempt to extract the source code of the app. The app itself, and all the trademarks, copyright, database rights and other intellectual property rights related to it, still belong to M.H. Alshaya Co. W.L.L. (‘Alshaya’).

2. Only individuals over the legal age in the territory where they subscribe to the Programme may use the App, in an individual account. If you are under the legal age in the territory where you subscribe to the Programme, you must have the permission of a parent or legal guardian to use the App and your use of the App and its features is at all times under the supervision of your parent or legal guardian, who also acknowledges and agrees to be bound by these App Terms. Should User’s parent or legal guardian not acknowledge and agree to the App Terms, User must immediately uninstall this Application and discontinue its use.

3. App features, such as the Aura Digital Card, store locator, offers, rewards, feedback, account management, and interaction with social media sites, may use, maintain, or transmit User’s personal information, including, usernames, passwords, proper names, email address, address, location, Digital card information, GPS location information, information for and from third-party and social-media accounts. By accepting these App Terms, User expressly consents to the transmission of the User Information referred below to Alshaya, including its agents and third-party partners, and consents to Alshaya, including its agents and third-party partners, receiving, collecting, storing, processing, transmitting, and using User’s First and last Name; Date of birth; Phone number; Title; Gender, Location and Country for our App functionality which in case of not being accepted by agreeing with these the App Terms, Alshaya shall not be able to provide you the app. Further purposes of how we use the rest of User Information in the offer of our app are disclosed in the Alshaya's Privacy Policy.

4.The User is, however, solely responsible for the confidentiality and security of User Information sent from or stored on the mobile / portable device(s) by the App. The User is also solely responsible for all transactions and activities undertaken by anyone with any Aura Digital Card registered in the User’s name, whether authorized or unauthorised. This includes any and all unauthorized purchases made from the Alshaya’s participating Brands and outlets (Alshaya store or restaurant displaying the Aura logo).

5. The User agrees to immediately notify Alshaya of any suspected unauthorized transactions associated with the App or any other breach of security. Alshaya shall not be responsible for any losses arising from the financial loss or theft of User Information due to unauthorized or fraudulent transactions related to the App. Users shall be solely responsible for taking precautionary steps to protect User Information stored on the Device, including without limitation password-protecting the Device.

6. Alshaya reserves the right to make changes to the app or to charge for its services, at any time and for any reason and at its sole discretion by posting revisions on the App. Continued use of the App following the posting of these changes or modifications will constitute acceptance of such changes or modifications.

7. Certain functions of the app will require the app to have an active internet connection. The connection can be Wi-Fi or provided by your mobile / portable device(s) network provider. Alshaya cannot take responsibility for the app not working at full functionality if you don’t have access to Wi-Fi, and you don’t have any of your data allowance left.

8. If you’re using the app outside of an area with Wi-Fi, you should remember that your terms of agreement with your mobile network provider will still apply. As a result, you may be charged by your mobile services provider for the cost of data for the duration of the connection while accessing the app. In using the app, you’re accepting responsibility for any such charges, including roaming data charges if you use the app outside of your home territory (i.e. region or country) without turning off data roaming. If you are not the bill payer for the device on which you’re using the app, please be aware that we assume that you have received permission from the bill payer for using the app.

9. It’s possible from time to time that Alshaya staff may need to briefly handle your device when your Digital Card or Discount coupon is scanned at the point of sale. While our staff will of course take all reasonable care to make sure nothing happens to your device, we don’t accept liability for damage to it, unless it’s caused by any negligence or willful misconduct by our staff. You also need to make sure that your device stays charged.

10 .At some point we may wish to update the app. The app is currently available on Android and iOS – the requirements for both systems (and for any additional systems we decide to extend the availability of the app to) may change, and you’ll need to download the updates if you want to keep using the app. Alshaya does not promise that it will always update the app so that it is relevant to you and/or works with the iOS/Android version that you have installed on your device. However, you promise to always accept updates to the application when offered to you, we may also wish to stop providing the app, and may terminate use of it at any time without giving prior notice of termination to you. Unless we tell you otherwise, upon any termination, (a) the rights and licenses granted to you in these terms will end; (b) you must stop using the app, and (if needed) delete it from your device.

11. Prohibited Uses: Use of the App is limited to the contemplated functionality. The App shall not be used in any way that-

  • Harasses, abuses, stalks, threatens, defames, or otherwise infringes or violates the rights of any other party (including but not limited to rights of publicity or other proprietary rights);
  • Is unlawful, fraudulent, or deceptive;
  • Uses technology or other means to access unauthorized content or non-public spaces;
  • Uses or launches any automated system or process, including without limitation, “bots,” “spiders,” or “crawlers,” to access unauthorized content or non-public spaces;
  • Attempts to introduce viruses or any other harmful computer code, files or programmes that interrupt, destroy or limit the functionality of any computer software or hardware or telecommunications equipment;
  • Attempts to damage, disable, overburden, or impair Alshaya Brands servers or networks;
  • Attempts to gain unauthorized access to a Alshaya’s Brands computer network;
  • Attempts to gain unauthorized access to Alshaya’s Brands’ user accounts;
  • Encourages conduct that would constitute a criminal offense, or that gives rise to civil liability;
  • Violates these App Terms in any manner; or
  • Fails to comply with applicable third-party terms and conditions or other third-party policies (collectively “Acceptable Use”).

12. Alshaya reserves the right, in its sole discretion, to terminate any User License, remove Content, assist law enforcement in the prosecution of criminal liability, or assert a civil or criminal legal action with respect to Content or use of the App, including any Aura Digital Card, that Alshaya reasonably believes is or might be in violation of these App Terms, but failure or delay in taking such actions or any part thereof does not constitute a waiver of its rights to enforce these App Terms.

13. The User may generate content, written or otherwise, while using the App (“User-Generated Content”). User acknowledges and agrees that User-Generated Content may be used, reproduced, displayed, modified, deleted, added too, adapted, and published by Alshaya (for example, in product marketing campaigns). To the extent permitted by applicable law, User grants Alshaya a worldwide; irrevocable; transferrable; sub licensable; fully paid and royalty-free; and non-exclusive license to use, reproduce, display, modify, delete from, add to, adapt, publish, and prepare derivative works from the User-Generated Information. User further acknowledges and agrees that the User, and the User alone, is responsible for the development of User-Generated Content.

14. These App Terms supplement and incorporate the Apple, Inc. (“Apple”) Terms and Conditions including, without limitation, the Licensed Application End User License Agreement provided therein (“Apple Terms”). If any of the provisions of the Apple Terms and Conditions conflict with these Terms, these App Terms will control, solely to the extent such terms apply to the App.

15. This document is in the Arabic and English languages. If there is any discrepancy between the Arabic and the English texts, the Arabic text prevails.

16. These App Terms are governed by the laws of the state of the relevant territory. The User irrevocably consents to the exclusive jurisdiction of the relevant territory’s courts for purposes of any legal action arising out of or related to the use of the App or these Terms.