el SOCIAL
Frequently Asked Questions

el SOCIAL IS A LOYALTY PROGRAM THAT REWARDS MEMBERS FOR PURCHASES MADE AT SAN CHURRO

Be rewarded for every purchase you make in-store and also when you order pick-up or delivery via order.sanchurro.com!

DOWNLOAD THE el SOCIAL APP TO ACCESS YOUR REWARDS & CARD

 

What has changed and new with el SOCIAL?

el SOCIAL has had a makeover and is now offering more opportunities to be rewarded for your San Churro loyalty.

For every $1 you spend, you’ll be rewarded with 10* points. The more points you earn, the bigger the reward you can redeem on any of our menu items! 

Who can join el SOCIAL?

To be eligible to join el SOCIAL, a person must have a valid Australian address, a valid email address and be 18 years of age or older. Those under the age of 18 are eligible to participate in el SOCIAL provided they are over the age of 13 and have received parental or guardian consent in addition to the mandatory acknowledgement and agreement to the terms and conditions. San Churro reserves the right to request the parent or guardian to confirm consent of the individual’s participation at any time.

How do I join and activate el SOCIAL?

There are three ways to join el SOCIAL:

1. Download the el SOCIAL mobile app on iOS or Android, register your details and follow the prompts to verify your mobile number and/or email address.

   

2. Register your details and follow the prompts to verify your mobile number and/or email address.

3. Visit a San Churro and collect an el SOCIAL membership card. Register your card online and follow the prompts to verify your email address.

(Please note: you must use a valid email address when registering.  If you have registered before, you cannot register another account with the same email.  If you are having difficulty joining, please email elsocial@sanchurro.com)

The el SOCIAL app doesn't work on my phone

Please ensure you have the latest version of the el SOCIAL app by doing an app refresh via your relevant app store.

Once updated and you’ve logged in this should solve the issue. If the issue continues, delete the app and re-install. You will then be able to log in with your account details.

BIRTHDAY OFFERS

What offers can I redeem for my birthday?

Verified el SOCIAL members can redeem one (1) FREE* ‘Birthday Churros for Two’ (RRP $18.95) and a $20* ‘Churros Fiesta’ (RRP $38.95) during the month of their birthday.

Verified members must have made a full-priced purchase within 12 months prior to the start of their birthday month AND scanned their el SOCIAL app/card to be eligible. See full terms & conditions for our birthday offers.

If a member hasn’t made a purchase in the 12-months prior to their birthday month, they can simply spend $5 in-store in the same transaction to redeem the offers.

How do I get my birthday offers?

On the 1st of every month all verified el SOCIAL members who have made a full-priced purchase in-store or online and have a birthday that month will be notified via email and in the el SOCIAL mobile app that they can visit any San Churro store to redeem their birthday offers at any time during that month. Verified members are entitled to one (1) FREE* ‘Birthday Churros for Two’ (RRP $18.95) and one (1) $20* ‘Churros Fiesta’ (RRP $38.95) during the month of their birthday but not within the same transaction.

To redeem, members must show their el SOCIAL app offer barcode or birthday email barcode PLUS photo identification to confirm identity and birth date registered on an account. Alternatively, customers can sign up to el SOCIAL at least one month before their birthday month in order to be eligible to receive their birthday offer. This offer cannot be redeemed outside of the above period, regardless of circumstances beyond the members’ control, including but not limited to San Churro closure, public holidays etc.

Verified members must have made a full-priced purchase within 12 months prior to the start of their birthday month AND scanned their el SOCIAL app/card to be eligible. See full terms & conditions for Birthday Churros offer.

Haven’t signed up?

Can I sign up after my birthday or on the day of my birthday and still get the offers?

No, to redeem the birthday offers you must have signed up to el SOCIAL before the start of your birthday month AND made a full-priced purchase in-store or online AND scanned your el SOCIAL app/card in order for the offer to be loaded onto the account.

A new member who joins the el SOCIAL program in the month of their birthday will not be eligible to receive their birthday offers (FREE* ‘Churros for Two’ OR the ‘$20* Churro Fiesta’). You will, however, be eligible the following year if you are a verified member and have made a full-priced purchase within the previous 12 months.

How can I check if I am eligible for my birthday offers?

You can either view your purchase history via the el SOCIAL website or the mobile app. You can also check your point status in one of our stores via the staff at the counter. If you have made a purchase that was not registered on your account please email elsocial@sanchurro.com and we can organise for you as long as you have the proof of purchase. 

When do the new conditions come into effect?

The new conditions for our birthday offers starts from 1st January 2021 as outlined in our terms and conditions when we relaunched el SOCIAL in July 2020. 

Where can I find out more about the new conditions for the birthday offers?

My birthday is coming up/has passed and I have not received my birthday email, does this mean I am not eligible?

If you had a birthday prior to 31st December 2020 please email elsocial@sanchurro.com and we can look into this. 

If you have a birthday from 1st January 2021 you will receive the birthday offer email on the 1st of the month if you have made a full-priced purchase* in the last 12 months prior to your birthday month. If you don’t receive your birthday email and you can not see your birthday offers on your el SOCIAL account/app please contact elsocial@sanchurro.com

What’s considered a full-priced purchase in order to qualify for the birthday offers?

A full-priced purchase is when you pay for your order (in-store or online) that has not been discounted or complimentary. 

Is there a minimum spend to qualify for the birthday offers?

No, as long as you have made a purchase of any value with us either in-store or online in the previous 12 months before your birthday you will qualify for your birthday offers.

I haven’t made a purchase at San Churro for the last 12 months and my birthday is coming up. What should I do?

Simply make a purchase in-store or place a direct order online before your birthday month AND scan your el SOCIAL card/app and you’ll be eligible to receive your birthday offers. Otherwise, you can still redeem your birthday offers

It’s my birthday month and I still haven’t received an email with my Birthday Churros offer? Why?

If you haven’t received the birthday offer email or if it doesn’t appear on your account/app this could be because:

  1. You haven’t made a purchase in the last 12 months, but you can still receive the offer if you also make a purchase in-store with a minimum spend of $5
  2. You have made a purchase but did not scan your el SOCIAL app/card 

If you have further questions about the above points, please email elsocial@sanchurro.com and our team can assist!

It's my birthday month and I've received an email saying I need to spend a minimum of $5 to get my birthday offers. Normally I get these for free, why has this changed?

In July 2020 we launched our new el SOCIAL program with new terms and conditions that included changes to our birthday offers. Now, to be eligible for your birthday offers you need to have made a full-priced purchase in the last 12 months before your birthday month AND scanned your el SOCIAL app/card. 

If you haven’t made a purchase in the last 12 months, you can still get your birthday offers as long as you also make a minimum spend of $5 in-store and scan the barcode on your app or email. 

I’ve had issues with the el SOCIAL app and not being able to open it to get it scanned in-store. What should I do?

We recommend checking that you have the latest version of the el SOCIAL app by doing an app refresh via your relevant app store. Once updated and you’ve logged in this should solve the issue. If the issue continues, delete the app and re-install.

ACCOUNT MANAGEMENT

How do I access my el SOCIAL account?

There are TWO types of cards (plastic and digital) and there are THREE ways to access them:

•⁠  Plastic cards must be collected in-store and must be linked to your online account in order to activate it. To activate, complete the registration form
•⁠  A digital card is available on the mobile app on the profile screen
•⁠  You can also access a digital version of your card by logging into the website on a mobile device. Click on ‘My Profile’ and the barcode will appear

How do I activate my account?

To activate your account. you must verify your email. You will be sent a verification email once you sign up online. Please check your junk folder if you don’t see the verification email, otherwise please contact elsocial@sanchurro.com if you are having issues.

If you picked up a card in-store, you can register your details here or by downloading the mobile app where you will be prompted to link the card to the app.

How can I check my points?

You can check how many el SOCIAL points you have by heading to the app or logging into your account. You can also ask our friendly San Churro team members to check for you!

How can I change my details?

You can update your account details via the el SOCIAL website or mobile app. If however, you need to change your date of birth because you accidentally put in the incorrect date, please contact elsocial@sanchurro.com

I lost my card. What do I do?

If you have lost your card feel free to collect another via a San Churro store and contact elsocial@sanchurro.com and we’ll be happy to transfer the points and your account over. 

Do I need a physical plastic card to join el SOCIAL?

No, when you create an el SOCIAL account online, you will automatically be issued with a digital card.

If you picked up a card in-store, you can register your details here or by downloading the mobile app where you will be prompted to link the card to the app by entering the Card Number in the appropriate field.

How do I cancel my membership?

We’re sorry to see you go, amigo. To cancel your membership, please log into your account and in the menu section go to “Permanently Delete Account” and follow the prompts. Otherwise, you can also email us via elsocial@sanchurro.com

LOYALTY POINTS

What are the new loyalty points?

Every time you purchase any item with San Churro, you’ll be rewarded points*. You will earn 10 points* for every $1 you spend at San Churro using your el SOCIAL membership.

*Some menu modifications are excluded

How do I earn loyalty points?

IN-STORE: All you have to do is present your membership card or the “My profile” screen on the app or website to the San Churro team member at the time of purchase. 

ONLINE: When ordering online you will need to log into your el SOCIAL account and once logged in you will start earning points for every order.

How many points can I earn?

There is no limit on how many points you can earn, however, San Churro will be monitoring any signs of suspicious or fraudulent activity and reserve the right to remove points or terminate an account if we have evidence of this

Where can I earn loyalty points?

Members can earn loyalty points in any San Churro store in Australia and via San Churro online ordering.

How do I redeem my loyalty points?

Earned enough points to redeem rewards?

Once you have collected enough points for a free item, simply visit us in-store and let a San Churro team member know when you are ordering that you would like to redeem your free item. They will then scan your card or app to redeem.

You can also place your order on the app and website and choose to pay with your points at the checkout screen if you have enough for a freebie that is. So you can skip the queue and skip paying as well!

Can I earn and redeem points in different San Churro stores?

Yes, the new program is nationwide and you can earn and redeem points across all stores!

Can I earn points when I purchase a San Churro Gift Card?

No, you will not be able to earn points for gift card purchases.

Can I earn points with home delivery apps?

No, you can only earn points on orders placed directly with San Churro via order.sanchurro.com

*Delivery by San Churro is only available at selected stores only. Click here for more info

Can I earn points on discounted items?

Yes, points can be earned on some discounted items, however, cannot be earned in conjunction with national promotions or discounts. For clarity on a menu item please check with store staff.

Can I earn and redeem points on retail items e.g chocolate pouches?

Yes, you can earn points on these items and will be 10 points for every $1 spent.

If I have used my reward points to redeem a menu or retail item will I also earn points for the purchase of that item?

No, you will not earn points on the item if you have redeemed using points from your account. Points can only be earned using cash, credit or gift cards.

Can I exchange points for cash or gift vouchers?

No, points can only be redeemed for menu or retail items.

Can I transfer points to other members?

Currently no you cannot transfer points to other members.

Can I split the payment of the item by points and another payment?

Unfortunately no, you must have the required amount of points to redeem the free reward item. If you order other items with the reward item you can split the bill between the points for the reward item and another payment method.

Do reward items require more points on public holidays?

No, the points levels to redeem will remain the same at all times.

Will my points expire?

If your account has been inactive for 18 months and you have not used it for earning or redeeming points then your points and your account will be suspended. You will be notified of your membership on a regular basis so that you can keep track of the status of your points.

HAVE MORE QUESTIONS?

You are welcome to contact our support team via elsocial@sanchurro.com