FREQUENTLY ASKED QUESTIONS

Some of my vouchers expired whilst you've been closed, what's the dillio?

We plan to reactivate any vouchers that expired whilst we've been closed.  Not all our venues reopen on the 4th July so, to ensure this is fair, on the 1st August we will reactivate any voucher that expired between the 20th March and 31st July.  These will be valid for four months.  

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 rewards@truenorthbrewco.uk

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 rewards@truenorthbrewco.uk  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. 

Redeeming Vouchers

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  rewards@truenorthbrewco.uk 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 rewards@truenorthbrewco.uk 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 rewards@truenorthbrewco.uk and they will investigate further

Deposits

Points are not awarded when paying a deposit, you will be able to add the points to your account when paying in full.

 

On-Line Store | Markets

Unfortunately points aren’t awarded on purchases from the on-line store or at markets               

 

Vouchers 

Whenever you scan your card in our venues you will earn points, which accrue vouchers: 

 

£1 = 1 point  

 

100 points = £5 voucher 

 

Expiry Dates: 

£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. 

 

Promotions

Promotional vouchers will only appear on activated accounts (see above for information on how to do that)

 

Inactive accounts

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. 

Other

Please contact rewards@truenorthbrewco.uk if you need any further assistance. 

 

REWARD PROMOTIONS

January Reward 2020 - 50% off food

One use per account. Available to use Monday to Thursday between 2nd & 31st January 2020. Discount applies for tables of 8 or less people. 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.Discount automatically loaded on to your card. One use per card.

50% off your first round of drinks (November only)

Available Monday to Thursday. Account MUST be activated to redeem offer. One use per card. Voucher automatically loaded on to your card. Not in conjunction with any other offer, including £5 Rewards vouchers. Management reserve the right to withdraw the offer at any time.

20% off food at The British Oak and Blue Stoops (November only)

Available Monday to Thursday. Account MUST be activated to redeem offer. One use per card. Voucher automatically loaded on to your card. Bookings up to 8 people. Not in conjunction with any other offer, including £5 Rewards vouchers. Management reserve the right to withdraw the offer at any time.

The Forum Kitchen & Bar Card

This card is £3 to purchase and allows you access to forum offers. These offers are exclusive to card holders & 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.

 

The Pledge Card

This card is £3 to purchase and allows you student discount valid until 31.08.2020. Available with a valid student id.

 

Student offer: 20% off food and drinks, all day, every day in participating venues.  

 

The pledge offers are only redeemable in The Common Room, Forum Kitchen + Bar, The Old House, and The York and not in any other TNBC venues.

 

Cards can be purchased over the bar or online

Student offers are exclusive to card holders 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.

Black Friday 2019 True North Gift Voucher Offer

A free Sheffield Dry Gin and tonic or True North pint (cask or Pilsner) will be loaded as a voucher onto your True North rewards account. Account MUST be activated to redeem offer. Sign up: truenorthbrewco.uk/rewards. One use per voucher. Not in conjunction with any other offer, including £5 rewards vouchers. Management reserve the right to withdraw the offer at any time. 

Members of True North rewards scheme receive 5% off everything spent back onto their rewards card to use within True North venues, plus a birthday gift and exclusive offers throughout the year.

 
 

GIFT CARD

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.

 

JOIN OUR MAILING LIST FOR EXCLUSIVE OFFERS & NEWS

127-129 Devonshire Street, Sheffield S3 7SB

0114 2720569 | bookings@truenorthbrewco.uk

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©2020 True North Brew Co

The Chief Medical Officers recommend that adults do not regularly drink more than 14 units a week. If you are pregnant it is safest not to drink alcohol. True North Brew Co promotes responsible drinking Sip, don't gulp. For more facts, go to: www.drinkaware.com