Frequently Asked Questions

Please download CCG Hearts App, use your registered phone number and password to login. Please note that you need to go through OTP (One-time password) verification via SMS upon every login.

Please note that you can only earn points upon eligible transactions.

 

i.　For spending at participated Nina Hotels

  a)　Please share your membership QR Code at CCG Hearts app and present your membership upon every transaction. Your transaction will be automatically sent to our system for points earning 1 day after your transaction date or check-out date.

  b)　For online shopping at Nina Boutique, kindly insert your membership number and points will be credited to your account within 5-7 working days.

 

ii.　For spending at Central Market

  a)　Please share CCG Hearts app and present your membership upon every transaction. Your transaction will be automatically sent to our system for points earning immediately after your transaction.

  b)　In case the shop cannot verify your membership, you can upload your valid receipts (within 14 days) via CCG Hearts App or bring along to the customer service counter for point registration. The customer service team will verify your transaction and credit the points to your account within 5-7 working days.

 

iii.　For spending at malls

  a)　For transactions below HK$29,999 - you can upload your valid receipts (within 14 days) via CCG Hearts App, and points will be credited to your account within 5 working days.

  b)　For transactions above HK$30,000 – you can bring along your valid receipts (within 14 days) to the customer service counter for point registration, and points will be credited to your account within 5-7 working days.

 

iv.　For spending at cinema

  a)　You can upload your valid receipts or cinema ticket (within 14 days) via CCG Hearts App, and points will be credited to your account within 5-7 working days.

1. Login to the CCG Hearts App.

2. Go through the OTP verification.

3. Click the receipt icon on the homepage.

4. Upload your receipt.

5. Under normal circumstances, the receipt data will be auto filled in the necessary data fields (e.g., transaction date, shop name). In case the function fails, please help to input accordingly.

6. After uploading, please click to confirm.

7. All steps are completed. The corresponding points will be credited to your account within 5-7 working days, given the uploaded transaction is eligible and valid.

1. Login to the CCG Hearts App.

2. Go through the OTP verification.

3. Click “Rewards” at the bottom menu bar.

4. Select “Get perks” at the top banner.

5. Select your perks and grab the coupons.

1. Login to the CCG Hearts App.

2. Go through the OTP verification.

3. Click “Profile” at the bottom menu bar.

4. Select “Point History” at the available menu and click the “>” for details.

1. Login to the CCG Hearts App.

2. Go through the OTP verification.

3. Click “Profile” at the bottom menu bar.

4. Click “Privileges” at the top 4 options bar.

5. Selected “Discover more the membership status benefits”.

6. Select the corresponding card face.

You can upgrade to the next tier by spending and contributing to society via participating in Quest with us.

For checking your current membership tier:

1. Login to the CCG Hearts App.

2. Go through the OTP verification.

3. Click “Profile” at the bottom menu bar.

4. Your current membership tier is at the top right of the card face.

 

For checking your tier upgrade requirement:

1. Click “>” at the bottom right corner of the tier card face.

2. The status of achieving next membership will be shown.

1. Please check the accuracy of your registered mobile number

2. For guests who are using one card two numbers, they may not be able to receive the OTP, please try to contact your internet service provider for this issue.

3. Occasionally SMS messages can get delayed or lost too, kindly wait a few minutes and request another OTP.

4. Should you encounter further problems, please contact our customer service for support.

No, CCG Hearts is a personal membership and cannot be shared with others.

No. CCG Hearts membership needs unique email and mobile as verification.

Yes.

 

For key profile information, including name, birthday, mobile number and email, please contact customer service team at crm@ccghearts.com for data change.

 

For the rest of the information, please login to your CCG Hearts Apps, go to “Profile”, and choose “Personal Profile” at the bottom menu.

 

You can change your profile from time to time.

Yes, provided that you have the legal authority to act on behalf of the deceased person. Just email us at crm@ccghearts.com and we will assist you.

Yes, you can terminate your membership by emailing us at crm@ccghearts.com and we will assist you. However, after you have terminated your account, your unused point balance or vouchers will not be refunded or transferred in any forms. We will delete your profile data within 14 working days after your termination.

You can earn CCG Hearts points by spending at our participated hotels, cinema, shopping malls, through participating in Quest, events and other employee earning actions. You can also earn points by referring your friends to be CCG Hearts members.

You can earn bonus points upon success on board, on your birthday first accumulated purchase (apply to specific membership tiers), or upon joining promotions.

Sorry, CCG Hearts only handle points crediting for transactions within 14 days (count from the transaction date or check-out date). You cannot earn points from your expired transactions.

Sorry, as CCG Hearts is a personal membership, you cannot earn points from your friends’ and families’ transactions. However, we are planning to have “points transfer” by the next phase. Stay tuned for our news!

1. All eligible transactions must be within 14 days upon the transaction date or check-out date, at participated hotels, malls and cinema of the programme.

 

2. For definition of eligible transactions of malls:

   a. single transaction with a transaction amount of HK$100.00 or above at participated merchants, which is paid by digital payment.

   b. A transaction whereby a sales voucher, sales receipt or electronic payment slip is issued with the name of the merchant, transaction date, transaction amount, invoice number or any other information required by Chinachem from time to time clearly stated.

   c. A transaction which is not under the below categories: charity donations; payment of parking fees; deposit payments for (among others) goods and services; a transaction which is cancelled, refunded or withdrawn; a transaction conducted at / with / for / through carwash and car care services, automotive products and related services, kiosks, exhibition venues, temporary exhibition booths / pop-up stores, banking services, the payment of insurance premiums, money exchange centers, the payment of tuition / membership / any other monthly fees, the purchase of any kind of memberships and/or treatment packages from (including but not limited to) gyms, the purchase or topping-up of Octopus cards, value-added or payment services, mail, fax, email or phone orders, online transactions (except the online purchase of Central Market event tickets), bill payments (including but not limited to payments to utility companies, the Government, statutory organizations and educational institutions), the payment of telecommunication fees or the purchase of phone cards, the purchase of tickets (e.g. show / event / concert / exhibition tickets), trade-in transactions or product redemptions, the purchase / the use of (electronic or otherwise and whether or not issued by Chinachem and/or its associated companies) shopping vouchers, cash coupons, tokens, gift cards, gift certificates, membership cards, bonus point cards, discount cards, value-added cards, shoe coupons, soup coupons, drink coupons, food coupons, cake cards (including Chinese bridal cake cards) and wedding coupons / vouchers, cash rebate programs operated by any Participating Merchant, the purchase of gold grains, bars and deposits at gold saving.

 

3. For definition of eligible transactions of hotels:

  a. Stays which book directly via the hotel corporate websites, corporate sales and reservations teams or front office teams. All bookings through third party platforms, including those from Online Travel Agent, Travel Agent, or other unofficial channels, are not eligible to earn points.

   b. Banquet or meeting spending, which book directly through official banquet and event teams, at participated outlets. 

   c. Dining spending at participated outlets, including the related F&B spending includes food and beverage expenses at all participated F&B outlets, in-room dining, self-pick-up takeaway (Eligible F&B spending does not cover takeaway order that placed via 3rd party platform, e.g., Deliveroo), and eShop spending at https://ninaboutique.com/

1. There are 2 points expiry date across a calendar year: 30th of June and the 31st of December. 

 

2. All points will be expired at the next closest expiry cut-off with a validity period ranging from 12 to 18 months. 

 

3. Points earned from 1 January to 30 June will all expire on 30 June of the following year.

 

4. Points earned from 1 July to 31 December will all expire on 31 December of the following year.

 

5. Under special circumstances of points refunded to members, the corresponding points will expire on the original expiry date.

1. Login to the CCG Hearts App.

2. Go through the OTP verification.

3. Click “Rewards” at the bottom menu bar.

4. Selected your redemption items and proceed to redemption.

1. Login to the CCG Hearts App.

2. Go through the OTP verification.

3. Click “Profile” at the bottom menu bar.

4. Click “My Rewards” at the top 4 options bar.

5. Select “Used” for redemption details.

You can use your hotel vouchers at participating hotels, dining outlets and Nina Patisserie for settling your room, dine and banquet bill accordingly. However, kindly note that hotel vouchers cannot be used for room booking which require full payment in advance at the official website and for purchase at https://ninaboutique.com/.

You can use your CCG Hearts vouchers for bill settlement at participated merchants at our selected malls only. Kindly find the voucher T&Cs upon redemption.

All vouchers will be valid for 12 months upon the date of conversion. Expired vouchers will become invalid and cannot be used accordingly.

No. Once you have redeemed your CCG Hearts points for a particular reward, it’s non-returnable, non-transferrable and cannot be exchanged for other goods or cash. Please make sure you read the terms and conditions before redeeming your CCG Hearts points.

The warranty support will be different from product to product. Please make sure you read the terms and conditions before redeeming your CCG Hearts points. Unless the redemption products are expressly and specifically stated to be supplied / provided / manufactured by CCG Hearts, the products are usually supported by participated outlets or merchants. CCG Hearts does not in any way warrant the quality and condition of or any other matters in connection with such products and shall not be held liable for the same. CCG Hearts shall not be held legally liable for any direct or indirect claims, demands, costs, charges, expenses, losses, damages and compensations.

The data is stored in Hong Kong.

Our current unsubscribe function across App and email footer are focusing on opting out from “marketing and promotional materials”. Should you need to opt out from all communications, including those Administration messages (including programme news like points expiry reminder, programme changes notice), please email the customer service team at crm@ccghearts.com for arrangement.

You can contact the team by email to crm@ccghearts.com.

No, you cannot transfer your point to your friends and family members. However, the corresponding function will be available at a later stage. Kindly stay tuned for our latest news.

No, you cannot donate your points.