FREQUENTLY ASKED QUESTIONS
Bookings | Deposits | Reward Points
If you make a booking with us and pay a deposit the reward account linked to the booking email address will automatically receive the points from the subsequent bill. If you don't have an account then one will be automatically set-up for you, just head here to activate your account. You'll need to click the 'Forgotten Password' link and then enter the email address used to make the booking.
I see you've now got a shop, great! Can I spend my vouchers there?
Unfortunately rewards vouchers earned from purchases in our pubs can't be redeemed in the shop. We do accept gift vouchers and issue points made on purchases though.
How do I link a Reward Card to my account?
Staff in venues can link reward cards to accounts, let them scan the card and tell them your email address. If you’re at home with a card that isn’t linked to an account then either do it next time you are in a venue or send a photo of the QR code on the rear of the card to email@example.com
My Reward Card/Account is not activated
To activate your account or reward card you should have received an activation email to the email address registered to the account. If you cannot find the email in your main inbox please check your junk folder. If this is not the case please contact firstname.lastname@example.org to investigate further
My Reward Card is lost/stolen. How do I get a new one?
Firstly you can deactivate your lost card from your reward account. Scroll down to “My Loyalty Cards” at the bottom of the page and click ‘Deactivate’ on the lost or stolen card.
You can pick up a new card at one our venues. A member of staff can then connect the card to your current account, you’ll need to activate as above.
How do I add points to my account?
When you make a purchase in one of our venues please hand over your Reward Card for your server to scan. If you do not have your card on you at the time you can add your points using the code on your receipt. To do this, go to your online reward account, click ‘Redeem Code’ and enter the code as it appears on the bottom of the receipt.
Please tell staff that you wish to use a voucher or discount. They will not apply it to your account unless you request it.
My reward voucher has expired
The expiry dates of vouchers are clearly displayed via your online account – we cannot extend expiry dates on reward or promotional vouchers. Unfortunately the system can’t currently send you a reminder when they are nearing expiry but we email three times a year to remind you about using them.
I cannot change my email address or phone number on my account
Please send your new contact details and your Reward Account ID to email@example.com and the help desk will change your details. For security reasons we need this to come from your registered email address.
I have been collecting points on my card but they are not showing on my account
This may be because your email address was inputted incorrectly when you set up your account – please contact firstname.lastname@example.org and the help desk will correct this for you
I forgot my Reward Card in venue and do not have a receipt code
Unfortunately, we cannot retrospectively add points to your account.
I have not received a promotional voucher on my reward account
With some of our promotions, reward cards need to be activated/used before a certain date. If you have not used your reward card before this date you will not be eligible for the voucher.
If you are an active reward card user please contact email@example.com and they will investigate further.
Points are not awarded when paying a deposit in venue, you will be able to add the points to your account when paying in full.
For online deposits please email firstname.lastname@example.org after your booking with details of your visit and we will add the points on for you.
On-Line Store | Markets | Take Away
Unfortunately we aren’t able to award points on purchases from the on-line store, at markets or on take away (unless ordered in venue).
Whenever you scan your card in our venues you will earn points, which accrue vouchers:
£1 = 1 point
165 points = £5 voucher
£5 vouchers last 6 months from the date they are awarded. Birthday £5 vouchers last for two weeks. The expiry date of the voucher is shown on your online account and cannot be extended.
Promotional vouchers will only appear on activated accounts (see above for information on how to do that).
Reward accounts that remain inactive after 1 year or have not been used in a year will be deleted from our system
and cannot be recovered.
Please contact email@example.com if you need any further assistance.
REWARD PROMOTION T&Cs
Members of the True North Rewards scheme receive 3% of everything spent back onto their rewards card to use within True North venues, plus a birthday gift and exclusive offers throughout the year.
Free Drink Reward
After you've earned 50 points with us you will automatically receive a voucher for a free drink with us on your account. This is redeemable against any True North draught beer or a Sheffield Dry Gin & tonic.
50% Off Coffee (November 2022)
One use voucher per account is loaded. Not in conjunction with any other offer including £5 reward and items already discounted. Management reserve the right to withdraw the offer at any time. Ask your server for further details.
The Forum Kitchen + Bar Card
This card is £3 to purchase and allows you access to forum offers. These offers are exclusive to cardholders and no group discounts are available.
The offers are only redeemable in The Forum not in other TNBC venues. Outside of The Forum, you can use your Forum Card to collect points in all participating venues the above terms and conditions apply.
This card is £3 to purchase and allows you to student discount valid until 31.08.23. Available with a valid student id.
Student offer: 20% off food and drinks, all day, every day in participating venues.
Freshers' Week offers are available to claim between 19th to 26th September with a ‘Freshers' Week Offers’ card and an up to date Pledge Card. Each offer can only be redeemed once per cardholder.
Cards can be purchased over the bar or online.
Student offers are exclusive to cardholders and no group discounts are available.
In addition to the exclusive offers your Pledge student card doubles up as a True North Reward Card allowing you to collect points in any of our True North Venues. You will receive 5% of everything you spend back onto your card, for every £100 you spend you get a £5 voucher plus a gift on your birthday.
If you have lost your Pledge card, you can pick up a new one for £3 in participating venues. This will enable you to continue receiving your 20% off as soon as possible.
1. You can redeem the True North Brew Co gift card in venues operated by True North Brew Co.
2. Gift cards can be used to purchase goods and services in venue.
3. Gift cards cannot be used on our online store.
4. Gift cards can be purchased with a minimum value of £10 and can only be redeemed in £10 increments. No change will be given from vouchers that are not fully redeemed.
5. Gift cards cannot be exchanged for cash, we do not give refunds on gift cards and they cannot be used for the purchase of additional gift cards or vouchers.
6. The gift card will expire 12 months from the day of purchase. Gift cards presented after their expiry date will be treated as void and are non-exchangeable / non-refundable.
7. Please protect your card and treat it as cash. We cannot replace lost, stolen or damaged cards.
8. We reserve the right to refuse to accept a gift card which we deem to be tampered with, duplicated or which otherwise is suspected to be affected by fraud.
9. True North Reward points cannot be accrued when making a purchase with a gift card or voucher.
True North at Home
Can I collect a food order from you?
Absolutely, once you have pre-ordered here, you can then collect your order from Forum Kitchen + Bar (S3 7SB).
We also offer a 10% discount when you chose to collect your food. Enter the code Take10 when you place your order here to receive 10% off. You MUST enter the correct voucher code to receive the discount.
Where do you deliver to?
We deliver within 1.5 miles of Forum Kitchen + Bar (S3 7SB). Place your order via Uber Eats.
What measures are you taking to ensure collection and delivery is safe for customers?
We have introduced a safe collection process that limits contact. Also, Uber Eats operates a no-contact delivery experience where food is left at your door.
Can I order via telephone?
No. However, our website should have everything you need!
Can I pay with my credit card?
Yes, we have a fully secure payment system for quick and safe payment.
Is there a minimum order value for collection?
If you’re collecting pre-ordered food, there is no minimum order.
Can I cancel my order?
Any pre-orders made before our opening times can be cancelled.
Opening times are as follows: Wednesday - Saturday 4pm – 10pm and Sunday 12pm - 5pm
What if my order is late or hasn’t arrived at the chosen time slot?
Please get in touch with us on 0114 280 8231 and we will investigate that for you.
I have an allergy, can you cater for me?
We can cater to a wide range of allergies and each menu item clearly outlines what is vegan, vegetarian or gluten-free. Please see the allergens menu for more detail and nutritional information.
Can I collect points when ordering through True North at Home?
Loyalty points cannot be awarded for collection or delivery.
I have a True North Brew Co Gift Voucher, can I use it?
True North Gift Cards can only be used for dining or drinking in our venues, therefore, you are unable to use your gift card on Uber Eats or our online pre-ordering system.
I have a Pledge Card, can I get a discount?
Pledge discounts are not available for True North at Home delivery or collection customers.
Is your packaging recyclable?
Yes, we use eco-friendly and sustainable packaging.
I work for the NHS, do you offer any discounts?
Yes, NHS staff are eligible for a 25% discount when collecting their order with a valid NHS I.D. To receive 25% off, enter the code NHS2020 when placing your order and make sure you have your NHS I.D. ready to show when you collect. You MUST enter the correct voucher code and have a valid I.D. to receive the NHS discount.
Can I add drinks to my order?
Yes. You can choose from a range of soft and alcoholic drinks, including our own Sheffield Dry Gin, True North beers, and cocktails. We will be operating challenge 25 for all alcohol drink collections. Please note that we may ask for proof of age (passport, driver's license, pass hologram card) at the point of collection. If you are unable to produce the ID you will be refused alcohol and your payment for refused items will be refunded electronically. You will still be liable for the payment for any part of the order that is not alcohol-related.