Frequently Asked Questions

Getting Started

What is different with the Lovely Rewards program?

Lovely Rewards just got even sweeter!

Our updated loyalty program now features four membership tiers: Single Stacker, Short Stacker, Regular Stacker and Long Stacker.

The more you spend, the higher you stack, unlocking even more delicious perks along the way! From Pancake Points and birthday treats to exclusive rewards and complimentary delivery, there's more to love with every tier.

How do I join Lovely Rewards?

Download our app here and complete the prompts with your details to sign up.

What are Pancake Points?

Pancake Points are the currency (points) used to redeem your Lovely Rewards. Previously known as Silver Dollars.

How do I earn Pancake Points?

You'll earn Pancake Points every time you make an eligible purchase through our app, whether you're dining in, picking up or ordering delivery.

Your points earning rate depends on your Lovely Rewards tier:

  • Single Stacker: 1 point per $1 spent

  • Short Stacker: 1.25 point per $1 spent

  • Regular Stacker: 1.5 points per $1 spent

  • Long Stacker: 1.75 points per $1 spent

How do I know my Member ID?

Lovely Rewards uses your mobile number as your unique Member ID.

MEMBERSHIP TIERS & BENEFITS

What are the Lovely Rewards membership tiers?

Our Lovely Rewards program has four membership tiers, designed to reward you the more you visit! Your tier is determined by your eligible spend over the last 12 months.

You’ll automatically start as a Single Stacker when you sign up, and once you’ve hit the spend requirements, you’ll level up to a higer tier, unlocking even more delicious perks. 

Click here for a quick view at what you get with each tier.

How do I move up to the next membership tier?

Simply keep enjoying your favourites at The Pancake Parlour!

Your membership tier is based on your eligible spend over the last 12 months. Once you've reached the spending threshold for the next tier, you'll automatically level up and unlock your new benefits.

You can track your progress using the Stacker Tracker on the home screen of the Lovely Rewards app.

How do I maintain my membership tier?

To maintain your membership tier, you'll need to continue meeting the minimum spending requirement over a rolling 12-month period.

For example, to remain a Long Stacker, you'll need to maintain more than $300 in eligible spend over the last 12 months.

Your tier may change as your spending activity changes, so keep stacking to enjoy your favourite perks!

Why have I dropped down a membership tier?

Your Lovely Rewards membership tier is calculated based on your eligible spend over the last 12 months.

As older purchases fall outside this period, your qualifying spend may decrease. If your spend falls below your current tier's minimum requirement, you'll automatically move to the tier that matches your spending.

For example, if you're a Regular Stacker and your qualifying spend drops to $120, you'll move to Short Stacker.

Don't worry, you can always stack your way back up!

How do I track my progress towards the next tier?

You can view your current membership tier and progress towards the next tier through the Stacker Tracker on the home screen of our Lovely Rewards app.

Does redeeming Pancake Points count towards my annual tier spend?

Your membership tier is determined by your eligible monetary spend, not the number of Pancake Points you've earned or redeemed.

Purchases paid entirely with Pancake Points do not contribute towards your annual tier spend. Where a purchase is partially paid with Pancake Points, only the eligible amount paid with money contributes towards your tier.

earning pancake points

How do I know how many Pancake Points I will earn?

The number of Pancake Points you earn depends on your membership tier and the amount you spend.

For example, on a $20 eligible purchase:

  • Single Stacker earns 20 Pancake Points.

  • Short Stacker earns 25 Pancake Points.

  • Regular Stacker earns 30 Pancake Points.

  • Long Stacker earns 35 Pancake Points.

Pancake Points are calculated on eligible transaction spend and rounded down to whole points.

If a complimentary offer barcode is used on the transaction, Pancake Points will be awarded for all other items on the transaction except for the complimentary item. Pancake Points can still be earned where a total transactional discount is used, however only the amount spent will be attributed – not the full price of the item. 

Are my Pancake Points immediately credited to my account?

Points are credited in real time when you order online via the app or QR code in-store.   

What happens if my Pancake Points have not been added?

Please head to the missing points portal in the ‘More’ section of the app to log your missing points request and our team will help you.

How do I view my Pancake Points balance?

On our Lovely Rewards app, you will see your total balance on the home screen. Your points balance will also be visible on the emails we send you.  

Can I earn Pancake Points for pick-up/takeaway items?

Customers can accrue Pancake Points for pick-up/takeaway items only if the purchase transaction is made through the app.   

Can I earn Pancake Points when I order delivery?

Pancake Points cannot be accumulated in conjunction with any third party delivery service. Customers can accrue Pancake Points for delivery only if the purchase transaction is made through the app.

Can I earn Pancake Points with online store purchases?

Customers can accrue Pancake Points only if the purchase transaction is made through our online store via our website.

How do I pay for food with Pancake Points?

Using Pancake Points is as simple as accumulating Pancake Points. Once you have enough points, head to the Points Shop in the app and spend your points on whichever item you wish. A voucher will be loaded into your account for you to redeem in-store when visiting.  

How many rewards can I claim at once?

You can claim multiple Rewards per transaction unless specified on the offer.

Will my Pancake Points ever expire?

Pancake Points expire 12 months from earning them.  

redemptions

Which menu options can I redeem with my Pancake Points? 
Our Lovely Rewards program allows you to claim the below rewards:  

There is a product that I would like to be able to redeem with my Pancake Points that is not currently part of the rewards program. How can I get it added? 

Customers can only use Pancake Points to redeem items that are currently included in the program. 

Please note: our Big Country Breakfast and Steak menu items are ineligible to redeem with points.

general

How do I change locations on the app? 

To order from a different location, simply head to the Order tab on the app, select your ordering type then the location you wish to order from. 

How do I update my personal details?

If you need to make changes to your name, email address or phone number, head to More > My Profile to view your contact information and select the ‘edit’ button.  

Do you get free Pancakes on your birthday? 

Yes! We love celebrating your special day with you.

Verified Lovely Rewards members can enjoy one complimentary pancake of their choice from our Sweet Pancakes and Crêpes menu, including eligible vegan and gluten-free friendly options.

Birthday Treat eligibility depends on your membership tier:

  • Single Stacker: Must have spent at least $25 on eligible purchases in the 11 months leading up to the start of their birthday month.

  • Short Stacker: No minimum spend required.

  • Regular Stacker: No minimum spend required.

  • Long Stacker: No minimum spend required.

Verified members must have made a purchase of $25 or more and earned the equivalent in Pancake Points in the 11 months leading up to the start of their birthday month to be eligible.  See full terms & conditions for our birthday offers. 

If a member hasn’t made a purchase from the 11 months leading up to the start of their birthday month, they will not receive the Birthday Treat. 

My Birthday is coming up. How do I claim my complimentary treat?

Eligible Lovely Rewards members will automatically receive a Birthday Treat voucher in their app wallet on the first day of their birthday month.

The voucher is valid until the final day of your birthday month, so there's plenty of time to celebrate!

Single Stackers must meet the $25 minimum spend requirement to qualify. Short, Regular and Long Stackers do not have a minimum spend requirement.

I haven’t received my birthday treat?

Birthday Treats are automatically added to eligible members' app wallets at the beginning of their birthday month.

If you haven't received yours, it could be because:

  • You're a Single Stacker who hasn't met the $25 minimum spend requirement.

  • Your date of birth is incorrect or missing from your profile.

  • Your account hasn't been verified.

You can check your details under More > My Profile in our Lovely Rewards app.

If your date of birth is incorrect and needs updating, please email lovelyrewards@pancakeparlour.com with proof of ID (e.g. driver's licence), and our team will assist you.

What are the new conditions for birthday treats?

New conditions for birthday treats are outlined in our terms and conditions.

How do I qualify for my visitation offers?

A visit is registered when you spend $1 or more in-restaurant. If you're simply redeeming a complimentary offer such as your Birthday Treat, or an item with your Pancake Points, and do not  make any additional spend in the transaction, your visit will not qualify. A maximum of one visit per day can be recorded. 

Do all members receive the same offers?

From time to time, you’ll receive personalised offers depending on what we think you will enjoy. For this reason, one member’s offer may be different to another. 

Account Expiry

If a member hasn’t been active with our Lovely Rewards program after signing up, then account will automatically deactivate after un-actioned notice of this is sent via email and SMS. This will occur at 24 months since last transaction.

How to Log Missing Points 

App: Simply click ‘more’ and head to ‘missed points’. From here a member can upload transaction history for review to then be re-applied if applicable. 

Member Portal: Click ‘member login’ on the navigation button on our website’s homepage, click the three lines on the top left of member profile. Member can find ‘missed points’ here where they can follow prompts to submit relevant transaction.  

I have feedback on your app, how do I report it?  

We always welcome customer feedback to help us improve your loyalty experience. Click here to report any bugs or feature additions that you would like. 

I’ve referred my friend but haven’t received my voucher 

Thanks for sharing the love. Your friend will need to have successfully downloaded the app and signed in for your voucher to appear in your wallet. If this has occurred and your voucher still hasn’t been received, contact us here. 

I’m not receiving my one-time password when trying to log into the app. What do I do? 

There is likely a phone number mismatch on your account however reach out to us by clicking here and we’ll look into this for you.