FAQ

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Membership Program

1. How to become a Genki Member?

Become a Basic Pass Member for customers who have one-off spending of HK$100 or above upon dine-in, takeaway or online takeaway ordering (excluding third-party takeaway platform), scan the QR code on the receipt of dine-in or takeaway order via Genki Sushi mobile app or access the registration form after online ordering to complete the registration in 7 days. A membership welcome email will be sent within 24 hours. 180 days validity period for Basic Pass Membership.

Basic Pass will be upgraded to Silver Pass with cumulative spending of HK$950 or above within any consecutive 62 days during the validity period of such Basic Pass Membership. For customers who have one-off spending of HK$950 or above will become a Silver Pass Member with 2 years validity of membership.

2. How to become a Premium Pass Member?

Silver Pass will be upgraded to Premium Pass for 1 year once the cumulative spending of HK$16,000 has been reached within the validity period of such Silver Pass Membership. For details, you may refer to Terms and Conditions of Genki Membership Program.

3. I did not receive welcome email within 24 hours after membership submission. Why?

You may check your mailbox used for membership registration fist, including the junk/spam mailbox. For assistance, please Click Here to contact our Customer Service Department.

4. Can I have more than one Genki Member account?

Each valid mobile phone number and email address can be registered for one Membership only.

5. How to renew membership?

Silver Pass will be renewed for 2 years with cumulative spending of HK$800 in the last two months before the expiry of current membership. Premium Pass will be renewed for 1 year with cumulative spending of HK$8,000 within the validity period of the current membership.

Membership will be downgraded or expired when member fail to reach the renewal criteria. For details, please refer to Terms and Conditions of Genki Membership Program.

6. How to calculate the cumulative spending?

Cumulative Spending is calculated based on the the eligible pending after the use of all promotional offers, discounts and Genki Point, plus 10% service charge on the original price.

Member Privileges

1. What member privileges can I enjoy if I successfully apply for Genki Membership?

Become a Basic Pass Member to enjoy welcome and monthly e-coupons. Upgrade to Silver Pass to enjoy more exclusive privileges including online queuing, points reward as cash, birthday offer, Member Thankful Day discount and more. For details, please refer to Genki Membership Program.

2. How do I enjoy the Welcome/Upgrade offers?

The e-coupon of Welcome/Upgrade offers will be automatically sent to member account once the customer reaches the individual membership tier. Welcome offer will not be given to Membership downgraded from Premium Pass to Silver Pass.

3. Why can’t I enjoy the birthday offer?

Birthday offer is applicable for Silver Pass and Premium Pass Members. Birthday Discount e-coupon will be issued to member on the first day of member’s birthday month. If you become a Genki member in your birthday month, you may enjoy the birthday offer in the birthday month of the following year.

4. I am upgraded as Premium Pass Member in my birthday month, which birthday offer I can enjoy?

I am upgraded as Premium Pass Member this month and it’s my birthday, which birthday offer I can enjoy?

Birthday Discount e-coupon will be issued to member on the first day of member’s birthday month based on the current member tier. If you are upgraded as a Premium Pass Member in your birthday month, you may enjoy the Premium Pass Member’s birthday offer during the birthday month of the following year.

5. How to earn “Genki Point”?

Only Silver Pass and Premium Pass Members are eligible to earn and use Genki Point for their dine-in, takeaway or online takeaway transactions.

Based on the total net amount of the transactions, 1 Genki Point will be earned for every HK$10 spent. No Point will be awarded for service charge in the transaction.

The spending in cents and transaction under HK$10 will not be counted in calculating in the Genki Point earned for any transaction. For example, if the net transaction amount is HK$125.50, 12 Points will be earned. Premium Pass Members can earn 1.5X Points during Monday to Thursday (except for Friday, Saturday, Sunday and public holiday).

1.5X Points calculation logic: Calculate the Genki Point amount that can be earned with every HK$10 spending (the spending in cents and transaction under HK$10 will not be counted), multiply by 1.5 times. For example, if the net transaction amount is HK$255, 37 Points will be earned.

6. Why am I unable to earn Genki Point?

You cannot earn Genki Point under the following circumstances:

1. If you are unable to present or login to a valid Silver Pass or Premium Pass account at the time of payment. The transaction cannot be recorded by system.

2. If you are restricted by the terms and conditions of specific promotional campaigns.

3. The 10% service charge, discounts offers, coupons, purchase or use of gift vouchers and Genki Point used will not be awarded with Genki Point.

7. How to earn use/redeem “Genki Point”?

Every 10 Points earned can be used as HK$10 in subsequent transaction at Hong Kong Genki Sushi outlets. Points can be used in 10 Points unit. Points used will be deducted from the Member account instantly at the transaction.

8. If I forget to present or login to my Genki Member account at the time of payment, can I still earn Genki Point?

Valid Genki Member account must be present or login at the time of payment. Genki Point will not be granted for the transaction and will not be credited at a later time.

Member Account

1. How do I check my Genki Member tier, cumulative spending amount and expiry date of membership?

You may view membership status after login to your member account via Genki Sushi website or mobile app.

2. Unable to login after registration?

After verification of member application details and email address, membership will be activated, applicant will receive a welcome email with member number within 24 hours. The eligible spending will then start to be counted in cumulative spending in the member's account.

• Upon member registration, applicant will receive a verification email within minutes, the verification link provided in the email will be valid within 24 hours.

• Upon successful email verification on the day of registration, the system will cross check the information the during night job and membership will be activated the following day. Welcome email with membership number will be sent out automatically. Members can check the welcome offers and privileges by login the member account.

• If the member fail to verify the email by night time of the registration day, i.e. before the system night job on cross checking information, such membership will not be effective on the following day. The membership will only be effective on the following day upon successful email verification.

3. How to Login?

• Login with registered email address or membership number.

• All existing membership number are in 8-digit. After logging in the new Genki mobile app, member can view their new membership number, with “09” added as the first two digits following the 8-digit membership number to form a new 10-digit membership number.

• If you forget your membership number or registered email address, member may try with searching “GENKI” in mailbox to find out the registered email address.

4. When will my cumulative spending and Genki Point balance be updated after each transaction?

Your cumulative spending will be updated instantly and Genki Point redeemed will be deducted from your point balance accordingly after each transaction. Genki Point earned in each transaction will be credited to your account within 24 hours.

5. How long is the validity period of my Genki Point?

Silver Pass: Points earned in the 1st year are valid till the 13th month from the start of the current Membership year; Points earned in the 2nd year are valid till the expiration of the current Membership year.

Premium Pass: Points earned during the membership period are valid till the expiration of the current Membership year.

Unused Points will be void and cannot be brought forward to the new membership year.

6. How do I check my Genki Point balance?

Silver Pass and Premium Pass members may check their Genki Point balance via the following methods:

• Login to the Member Area of Genki Sushi website or mobile app.

• The receipt for each transaction will list your Genki Point balance, including the used Genki Point. For Genki Point Balance with the earned Genki Point from the spending, member can login to the Member Area of Genki Sushi website or mobile app.

7. How can I earn or use Genki Point if I cannot login to the Genki Member account via mobile app?

You may login to the Member Area at Genki Sushi website, and present the QR code to cashier, you will then be able to earn and use Genki Points for the transaction.

8. I have reached the renewal criteria. Why hasn’t the expiry date/member tier of my membership been changed?

The new membership expiry date of Silver Pass and Premium Pass will be updated when new membership period starts. For Premium Pass member upgraded from Silver Pass, the member tier and new membership expiry date will be effective from the next day after renewal criteria has been reached.

9. May I combine the cumulative spending across different member accounts to reach a new membership tier?

No. The cumulative spending is calculated based on each individual account. You cannot transfer the spending from different member account.

10. How do I change my login password, personal information or direct marketing communication channel?

You may update your personal setting by Login to the Member Area via Genki Sushi website or mobile app.

11. What can I do if I forget my password?

You may simply click "Forgot password" on the member login page of Genki Sushi website or mobile app and follow by inputting your Genki member number or registered email address. A password reset link will be sent to your registered email shortly.

12. How to renew/upgrade my membership?

• Members can log in their account any time to check the cumulative spending /renewal status/ progress of member account upgrade and membership expiry date under "Renewal/Upgrade"

• When the cumulative spending reaches the next tier, the membership will be upgraded the following day. Member will receive a welcome email for the next tier membership and welcome offer e-coupon will be sent to Member account.

• When the cumulative spending reaches the renewal requirement, the membership will be renewed the following day after the current membership expiry date. Member will receive a renewal successful email and renewal e-coupon will be sent to Member account.

• Under the new membership scheme, upon successful renewal, any unused Points will not be brought forward to the new membership. Genki Point will be reset at the start of the new membership.

• Special renewal arrangement during transition period: Existing members with membership valid date as 31 October 2022 and 30 November 2022, may renew their membership during renewal period 22nd to 23rd months of the membership period with designated cumulative spending. Upon successful renewal, unused Point shall be brought forward to the new membership.

• Existing members with membership valid date after 31 December 2022, may renew the membership during the renewal period 23rd to 24th months of the membership period with designated cumulative spending. Upon successful renewal, unused Points will not be brought forward to the new membership, Genki Point will be reset at the start of the new membership.

FAQ

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Membership Program

Member Privileges

Member Account

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