Welcome to My Shell

Ready to spend your points? That gets done in the app too! All available gifts (e-vouchers) are listed along with their respective points requirements.

Vivo Energy Ghana

Rangoon Lane, Cantonments

GL-045-5051

Accra, Ghana

P.O Box 1097

Accra

Contact customer services by:

• Phone : + 233 242436900
• email: Myshellghana@vivoenergy.com

1. AGREEMENT TO OUR LEGAL TERMS

We are Vivo Energy Ghana ("Vivo Energy," "we," "us," "our"), a company of the Vivo Energy group of companies operating the Shell brand across many African countries and other markets (‘Group’). We operate the Loyalty Programme called the “My Shell” (My Shell or Loyalty Programme), intended to reward loyal Shell customers with special offers, discounts and other features that may be made available from time to time when making purchases at a Shell Fuel Service Station.

My Shell allows its registered members to earn loyalty points and to redeem points for rewards that will be determined and offered by Vivo Energy Ghana.

These Legal Terms apply to registered My Shell or Loyalty Programme members (“You”, “Your”) access and to Your use of any services provided through the My Shell Programme.

For further information You may also contact Your in-country Customer Service Center by emailing CSC-Ghana@vivoenergy.com

} or by calling +233 30 242 8282 or access information sought via loyalty mobile application.

These Legal Terms constitute a legally binding agreement made between You, whether personally or on behalf of a business or any entity You may represent ("You"), and Vivo Energy, concerning your access to and use of the Loyalty Programme. You agree that by accessing the Portal, You have read, understood, and agreed to be bound by all of these Legal Terms. IF YOU DO NOT AGREE WITH ALL OF THESE LEGAL TERMS, THEN YOU ARE EXPRESSLY PROHIBITED FROM USING MY SHELL AND YOU MUST DISCONTINUE USE IMMEDIATELY.

2. GENERAL CONDITIONS

1. All participants must be 18 years of age or older and reside in Ghana.
2. All type of motorists are eligible for registration.
3. In order to participate in My Shell, you must register with an active telephone number and accept these Terms and Conditions.
4. Your membership is personal and not transferable to a third party and may only be used at Shell Fuel Service Stations in Ghana.
5. Vivo Energy Ghana reserves the right to withdraw or cancel any member’s participation in the Loyalty Programme should it, in its sole discretion consider the member to have acted contrary to these Terms and Conditions.
6. Vivo Energy Ghana may at its discretion, cease or modify the Loyalty Programme including any of the rewards or substitute rewards or comparable value without notice.

3. ENROLMENT

1. A customer may register to become a member of My Shell in the following manner:
   1. Download the My Shell Mobile App on Google Play or Apple Store; or
   2. Onsite registration at Shell Fuel Service Stations with Shell Customer Champion and Customer Call Center.
2. In all cases the member confirms that they have accepted these Terms and Conditions without reservation. All registration details must be completed in full to access the programme.
3. For mobile App registrations, You will be required to create a username and password upon registration. You agree to keep your login details confidential and will be responsible for all use of Your account and login details. To reduce the risk of unauthorised access by third parties, You agree not to use the same password that You use for other websites. Vivo Energy will not be liable for any claims, loss or damage related to, or arising from, Your failure to protect the confidentiality of Your log-in credentials. We reserve the right to remove, reclaim, or change a username which You initially select if we determine, in our sole discretion, that such username is insufficiently secure.

4. EARNING LOYALTY POINTS

1. Customers participating in the Loyalty Programme are eligible to earn points for purchases of Shell Fuels, Shell Lubricants and products from Shell Select shops at the Fuel Service Stations.
2. Loyalty points earned have no market value; they cannot be exchanged for cash or sold to a third party.
3. Points are earned upon enrolment and when purchases are made. Points are earned according to the following categories:
   1. Welcome Bonus – 500 points
   2. Basic earn on Shell products –  5 GHS – 1 point
   3. You can view points balances via the My Shell Application and via USSD code *800*8# or by calling the Customer Service Centre on +233 30 242 8282

5. PERIOD OF VALIDITY OF LOYALTY POINTS

1. A transaction is defined as any valid earn activity within a 12 month period from the date of the last earn transaction. If a member does not engage in any qualifying activity during this time, all accumulated points will expire.
2. Loyalty points earned will expire in the following circumstances:
   1. Where no redemption is made within 12 months from the date the loyalty points are earned, loyalty points generated during this period will expire,
   2. Where the member unsubscribes from the My Shell Loyalty Programme and has a balance of loyalty points remaining.
   3. Where accounts are suspended and fraud is proven, all accumulated loyalty points will expire.
   4. Once Vivo Energy Ghana provides notice of closure of the My Shell Loyalty Programme, all loyalty points balance will be forfeited two months after notice is issued.
3. Members will be given two notices by Vivo Energy Ghana, prior to the expiry of loyalty points. The first notice will be 30 days prior to the expiry and the second notice, 15 days prior to the expiry. This is to ensure that members are duly notified. Expired points cannot be reinstated, transferred, or exchanged for cash or any other benefits. It is the member’s responsibility to monitor their point balance and expiry dates.
4. Loyalty points balance will be reset to zero immediately after the lapse of the notification as provided in clause

6. REWARDS AND REDEMPTION

1. Redemption on points earned can only be completed once the member is fully registered and has accepted these terms and conditions.
2. Members can redeem their points for rewards through payment with My Shell points, Redeem for airtime and Redeem for special offers available at the time of redemption. Welcome points cannot be redeemed before a transaction has taken place.
3. Members will be able to access their redemption transactions through viewing their transaction history on USSD code *800*8# and My Shell App upon conversion of points for rewards.
4. For more information about the rewards offered and their value in points, call Customer Services or visit the website https://loyalty.shell.com.gh
5. Vivo Energy Ghana redemption partners can be found on My Shell Mobile App, Customer Services Centre, My Shell App and Shell Ghana social media pages.
6. The list of earn and redemption partners is not exhaustive and will change the same from time to time, at the discretion of Vivo Energy Ghana.
7. Vivo Energy Ghana shall not be held liable for any losses or damages of any nature in the event of anomalies or loss of communication related to its different technical suppliers or service providers, making it impossible to convert points into rewards temporarily.

7. YOUR PRIVACY MATTERS TO US

We value your privacy and protection of your personal information. As a registered member we will collect and process certain categories of personal information in order to maintain your membership and benefits offered under the Loyalty Programme.

By using My Shell, You agree to our applicable Privacy Policies of Vivo Energy and its Group companies available at https://loyalty.shell.com.gh which forms part of the terms you accept when using the Loyalty Programme. You are informed that our systems are hosted in datacenters in the United Kingdom and South Africa, and as a result your personal information may be transferred outside of your country of residence and will be processed in accordance with applicable laws governing personal data collection, use, or disclosure, and as set out under our Privacy Policy. By continuing to use the Loyalty Programme, you acknowledge and agree to these terms.

If you suspect any violation of these Legal Terms or breach of the terms reflected under our Privacy Policy, You may direct your concerns to our Data Compliance Office via email at Data.compliance@vivoenergy.com

  or You may report your concerns and any non-compliance anonymously via our Whistleblowing Helpline available at https://www.vivoenergy.com/en/about-us/our-policies

8. TERMINATION

1. Members can terminate their membership at any time using USSD *880*#, or by exiting the Loyalty Programme via the My Shell Mobile App. When you cancel your membership, all remaining points balances will expire, you will not be able to earn or redeem points for rewards.
2. Once your membership is terminated, your registered personal information and transaction history will become dormant and retained for a period of one year before deletion.
   1. Where no transaction is made within 6 months, an account is deemed to be dormant.
   2. A dormant account may be activated with any purchase within 6 months after it has become dormant.
3. Vivo Energy Ghana reserves the right to discontinue membership privileges and void the member’s point balance if any unauthorized points are earned or redeemed, or if there is any unauthorised use of the Loyalty Programme, including where Vivo Energy has a reasonable belief of any:
   1. Any fraud, or attempted fraud, or non-compliance with these Terms and Conditions
   2. Breach or attempted breach of the Terms and Conditions; and/or
   3. Abuse or attempted abuse of the Loyalty Programme.
   4. Behavior relating to the Loyalty Programme and/or Shell that involves theft, misconduct, abusive or offensive behavior, and/or supplying false or misleading information.
   5. Vivo Energy Ghana reserves the right to take legal action against such members.

9. ELECTRONIC COMMUNICATIONS, TRANSACTIONS

Visiting the My Shell website, My Shell App, sending or receiving SMS notification, and completing online forms constitute electronic communications. You consent to receiving electronic communications from us in connection with Your membership and use of the Loyalty Programme, and You agree that all agreements, notices, disclosures, and other communications we provide to You electronically, via SMS, in App messages or Push notifications e-mail, satisfy any legal requirement that such communication be in writing.

Furthermore, with your consent, we may use the above electronic means to notify You of exclusive offers and promotions from time to time. Members may update their communication preferences at any given time should You no longer wish to receive marketing related communication. 

You hereby waive any rights or requirements under any statutes, regulations, rules, ordinances, or other laws in any jurisdiction which require an original signature or delivery or retention of non-electronic records, or to payments or the granting of credits by any means other than electronic means.

10. INTELLECTUAL PROPERTY RIGHTS (IPR)

All intellectual property contained in or on My Shell (except for User Generated Content) is owned by Vivo Energy, Shell or their respective licensors. All content in My Shell (except for User Generated Content) including, but not limited to, text, software, scripts, code, designs, graphics, photos, sounds, music, videos, interactive features and all other content (“Content”) is a collective work under applicable copyright laws and is the proprietary property of Vivo Energy. Vivo Energy and Shell (as applicable) reserves all of its rights in respect of the IPR contained in the App and in respect of the Content.

In particular, My Shell contains trademarks including, but not limited to, the mark "Shell" and the Shell emblem. Trademarks including, but not limited to, the mark "Shell" and the Shell emblem are owned by Shell and licensed to Vivo Energy. Other trademarks included on this App are owned by Vivo Energy, or its respective licensors. Vivo Energy and Shell (as applicable) reserves all of its rights in respect of the trademarks included on My Shell.

Nothing in these Terms and Conditions shall be interpreted as granting to you any license of IPR owned by Shell, Vivo Energy or their respective licensors.

11. THIRD PARTY WEBSITES AND CONTENT

My Shell may contain (or You may receive) links to other websites ("Third-Party Websites") as well as articles, photographs, text, graphics, pictures, designs, music, sound, video, information, applications, software, and other content or items belonging to or originating from third parties ("Third-Party Content").

Such Third-Party Websites and Third-Party Content are not investigated, monitored, or checked for accuracy, appropriateness, or completeness by us, and we are not responsible for any Third-Party Websites accessed through the Portal or any Third-Party Content posted on, available through, or installed from the Portal, including the content, accuracy, offensiveness, opinions, reliability, privacy practices, or other policies of or contained in the Third-Party Websites or the Third-Party Content. Inclusion of, linking to, or permitting the use or installation of any Third-Party Websites or any Third-Party Content does not imply approval or endorsement thereof by us. If You decide to leave the Loyalty Programme and access the Third-Party Websites or to use or install any Third-Party Content, You do so at your own risk, and You should be aware that these Legal Terms no longer govern such use. You should review the applicable terms and policies, including privacy and data gathering practices, of any website to which You navigate from the Loyalty Programme or relating to any applications You use or install. Any purchases You make through Third-Party Websites will be through other websites and from other companies, and we take no responsibility whatsoever in relation to such purchases which are exclusively between You and the applicable third party. You agree and acknowledge that we do not endorse the products or services offered on Third- Party Websites and You shall hold us blameless from any harm caused by Your purchase of such products or services. Additionally, You shall hold us blameless from any losses sustained by You or harm caused to You relating to or resulting in any way from any Third-Party Content or any contact with Third-Party Websites.

12. GOVERNING LAW

These Legal Terms shall be governed by and defined following the laws of Ghana. The courts of Ghana shall have exclusive jurisdiction to resolve any dispute which may arise in connection with these Legal Terms.  Group companies shall also comply with applicable laws in the jurisdictions in which these companies are incorporated when dealing with You and with Your access and use of the Loyalty Programme. Notwithstanding the above, the regulation of Data Protection will be governed in accordance with applicable local laws and regulations.