Family Card

Official Regulations of the Loyalty Programme

Introductory Section

These Regulations define the procedure and conditions for participation in the Farmacia Familiei loyalty programme (hereinafter referred to as the “Programme”), a customer reward system that grants Participants the right to benefit from discounts, accumulate and use bonus points, and take advantage of coupons and other additional benefits.

The provisions of these Regulations apply to all Programme Participants. Participation in the Programme constitutes confirmation of the Participant’s familiarisation with and agreement to all provisions of these Regulations.

Data (name, surname, year of birth, phone number) are processed by Farmacia Familiei SRL for the purpose of identifying the Participant and granting Programme benefits (discounts, points, personalised offers) — processing necessary for the operation of the Programme and a condition of participation. Marketing communications are optional and are sent only on the basis of separate consent, which may be refused or withdrawn at any time without affecting the card or benefits. Data are retained in the Programme database for the duration of participation and deleted/anonymised within 3 days of: withdrawal of consent (marketing data), a deletion request, or card invalidation after 12 months of inactivity.

The Programme is valid at Farmacia Familiei SRL branches under the brands “Farmacia Familiei”, “Dita Hyper Farmacie” and “Optica Familiei”.

Terms and Definitions

Personal Data — information about the Customer who wishes to become a Programme Participant, communicated by them upon enrolment in the Programme in accordance with the procedure provided by these Regulations.

Participant — a natural person who has reached the age of 18 years, is registered in the Programme, and is the holder of a participant card (virtual or physical).

Benefits — the opportunity to purchase goods from Farmacia Familiei SRL with financial and/or non-financial advantages.

Bonus Point — a virtual payment unit within the Programme, awarded through the deferred discount method. The monetary value of one bonus point is equivalent to 1 Moldovan leu (1 bonus point = 1 leu when redeemed as a discount).

Coupon — a special offer entitling the holder to a purchase benefit. Depending on the conditions, a coupon may offer a discount, additional bonus points, a gift or other benefit, for a limited validity period.

Certificate / Promotional Code — a special flyer with a unique code or QR code entitling the holder to a discount or other purchase benefit.

Points Account — an account opened by Farmacia Familiei in its information system in the name of the Participant at the time of registration in the Programme. The account is maintained in points, which are cancelled when the Participant decides to use the accumulated points to benefit from a discount.

Participant’s Card — a unique code that serves to identify the Participant within the Programme when purchasing goods. The card allows the accumulation/use of bonus points, purchasing goods at discounts, and other Programme benefits.

Transactions — operations performed by the Participant using the Card, which form the basis for allocating bonus points to the points account or debiting/cancelling them upon the purchase of goods.

Notification — information, including advertising content, transmitted to the Participant through one or more means of communication (SMS, email, Viber/WhatsApp/Telegram/messaging, push notifications, Web Push).

1. On-the-spot discounts

The FAMILIA loyalty programme offers its Participants the following discounts (exclusively at branches under the FARMACIA FAMILIEI commercial brand), with the exception of transactions involving products with fixed prices (products for which commercial conditions or legislative regulations do not permit the granting of benefits/discounts).

1.1 Discount of up to 1% awarded on the spot for: certain parapharmaceutical products (external medical devices, patches, dressings, syringes/catheters, nasal solutions, pregnancy/ovulation tests, cotton wool/gauze, sterile wipes), certain food products (e.g. drinking water, sweets/chewing gum) and children’s nappies. Exceptions: parapharmaceuticals — masks and gloves (0%).

1.2 Discount of up to 2% for: accessories (including contraceptives, industrial products), selected food products, orthopaedic items, toys, basic cosmetics (sun protection, oils, salts), hygiene products (wet wipes, adult nappies/pads, soap, oral hygiene products, paper, others), children’s products (detergents, children’s cosmetics).

1.3 Discount of up to 3% for: dietary supplements, medical equipment (including inhalers, blood pressure monitors), medicinal plants and herbal teas.

1.4 Discount of up to 5% for: optical products (accessories, lenses, frames, ready-made glasses, sunglasses). Exceptions: workmanship and products from Dita Eyewear Europe manufacturers (DITA brand, Silhouette).

1.5 Discount of up to 7% for: certain cosmetic/dermo-cosmetic products and selected brands.

1.6 Special discounts granted on the basis of loyalty cards, within campaigns organised by the Organiser (e.g. 30% discount on the 2nd product. Within dedicated promotional campaigns, upon the purchase of two products from the eligible range, the 30% discount applies to the product with the lower price of the two. The discount is granted only during the period and under the conditions of the campaign announced by the Organiser and does not combine with other discounts (loyalty card, other promotions) — the most advantageous discount for the customer applies), as well as special discounts in the partner network, depending on partnerships concluded by the Organiser with them.

1.7 Partner Discounts

Farmacia Familiei card holders benefit, upon presentation of the card, from the following discounts in the partner network:

AVANGARD-MED – Medical Centre: 15% discount on medical tests (complete blood count, haemostasis, urinary tests, blood biochemistry, urine biochemistry, hormones, immunological markers of viral hepatitis, vitamins, oncomarkers, microscopy, bioprognostic tests); 15% discount on functional diagnostics (ECG, Holter, spirography); 15% discount on medical consultations (general practitioner, paediatrician, gynaecologist, ophthalmologist, ENT, surgeon, urologist).

STOMATOLOGIA “Dr. ROMANIUC” and “Doctor Romaniuc 4kids”: 5% discount on clinic services.

CLINICA PEDIATRU: 10% discount on specialist physicians’ consultation services.

CLINICA PEDIATRICĂ: 5% discount on specialist physicians’ consultation services.

EXTRAMED private medical centre and maternity: 10% discount on gynaecologist consultation services.

CLINICA SANTE: 12% discount on laboratory tests from the services list (laboratory diagnostics). The discount does not combine with other Clinica Sante offers: packages at promotional prices, Clinica Sante loyalty card, monthly offers.

Laboratorul Medical SYNEVO: 10% discount on medical laboratory tests performed in the Republic of Moldova; 7% discount on medical laboratory tests performed in Romania; 5% discount on medical laboratory tests performed in Germany (laboratory diagnostic services and biological material collection; medical test packages); 5% discount on specialist services (physician consultations) and medical investigations (ECG etc.) at MediPartner Medical Centres located at: Chișinău, 15/7 Moscova Boulevard; Chișinău, Codru city, 31 M. Eminescu Street; Cahul, 29/B Ștefan cel Mare Street.

HYPERMED Medical Centre: 10% discount on aesthetic medicine procedures/treatments; 5% discount on specialist services (physician consultations).

FAMILIA Clinic: 300 lei discount — natural birth, caesarean section, gynaecological surgery package; 500 lei discount — in vitro fertilisation package; 100 lei discount — hysteroscopy; 50 lei discount — IUD insertion/removal, initial consultation.

1.8 Conditions for applying discounts

The discount percentage may be modified by the Organiser and is displayed in the current regulations. To benefit from Programme advantages, the Participant is obliged, before completing the transaction, to present the card for scanning. It is not possible to apply the discount after the transaction has been completed.

If the Participant opts for a promotion organised within the Organiser’s branches or for a special price reduction, they will benefit only from that promotion or discount, with the card discount not being applicable in that case. These discounts do not combine with other discounts — loyalty Programme benefits.

2. Bonus Points

2.1 General provisions

2.1.1 Bonus points represent a virtual payment unit within the Programme, awarded through the deferred discount method: accumulating points in the Participant’s account for purchasing goods and subsequently using them to benefit from discounts.

2.1.2 The accumulation and use of bonus points is carried out exclusively at branches under the DITA HYPER FARMACIE commercial brand of Farmacia Familiei SRL, using the card.

2.1.3 The accumulation and use of bonus points applies exclusively to purchases of products from the “Cosmetics”, “Optics” and “Dietary Supplements” categories, in accordance with Programme conditions.

2.1.4 Only one loyalty card may be registered per mobile phone number.

2.1.5 The accumulation of bonus points begins from the first purchase made with the card at DITA Hyper Farmacie branch network.

2.1.6 The monetary value of one bonus point is equivalent to 1 leu.

2.2 Accumulation of bonus points

2.2.1 When making purchases at DITA Hyper Farmacie branches using the FF loyalty card, the Participant receives bonus points for each eligible product in the receipt. The accumulated points are automatically registered in the Participant’s points account. Points are automatically calculated at the cash register for each eligible item in the receipt, depending on the product category. The operational formula is: eligible product value × accumulation percentage configured for the respective category.

2.2.2 Points accumulation occurs regardless of the payment method (cash or bank card). Points are registered in the Participant’s account within 24 hours of the time of payment, exclusively at DITA Hyper Farmacie branches.

2.2.3 Bonus points are calculated with two decimal places, without rounding to a whole number. They are awarded for each eligible item in the receipt and added to existing accumulations.

2.2.4 To accumulate bonus points, the Participant must present the card (physical or virtual) before paying for the purchase. If the Participant does not present the card and does not communicate the card number or phone number, no points are awarded.

2.2.5 Bonus points are accumulated for each eligible product in the receipt, depending on the product category:

•           5% of the product value for optical products: frames, glasses, sunglasses, reading glasses, glasses for computer/driving, optical accessories, clip-ons and contact lenses. Points are not accumulated for spectacle lenses, optical services, consultations, optical advances, workmanship and customer’s products.

•           1% of the product value for the majority of non-pharma products: cosmetics, dermo-cosmetics, hygiene products, medical equipment, accessories, orthopaedic items, children’s products, toys, books, selected food products and other eligible non-pharma products.

•           0.5% of the product value for parapharmaceuticals, dietary supplements, medicinal plants and herbal teas, medicinal products with 20% markup, stoma products and other eligible pharma categories.

•           No bonus points are accumulated for medicines, medicines from the production section, masks, gloves, disinfectants, baby food, children’s nappies, bags, gift certificates, delivery, services, optical services, made-to-order glasses, spectacle lenses, workmanship, etc.

2.2.6 Within promotions held at DITA Hyper Farmacie branches, Farmacia Familiei SRL may offer Participants additional bonus points. Farmacia Familiei independently establishes the list of products and the number of additional points offered.

2.2.7 The document confirming Farmacia Familiei’s obligation to credit points to the Participant’s account is the cash receipt. Complaints regarding non-awarding of points or crediting of an incorrect number of points are handled only upon presentation of this document.

2.3 Use of bonus points

2.3.1 The Participant independently decides whether to use bonus points for a purchase and informs the cashier of their decision before the receipt is issued.

2.3.2 Bonus points may be used exclusively at DITA Hyper Farmacie branches to obtain a discount on the purchase of products included in the list of eligible products established by Farmacia Familiei SRL. Upon use, 1 (one) bonus point is equivalent to 1 (one) Moldovan leu (MDL). Bonus points cannot be exchanged for cash. The list of eligible products is communicated through Farmacia Familiei’s marketing materials and official channels.

2.3.3 Bonus points may be used to pay for up to a maximum of 50% of the value of a purchase (on a single cash receipt, a maximum of 50% of the points available in the Beneficiary’s account may be used).

2.3.4 The bonus points balance may be checked in the Farmacia Familiei mobile application or requested from a pharmacy employee.

2.4 Validity, restrictions and other provisions

2.4.1 Each bonus point accumulation has a validity period of 180 days from the date of generation. Points not used within this period are automatically cancelled upon expiry of the term.

2.4.2 For certain product categories, restrictions may exist regarding the accumulation and/or use of bonus points. The list of such products is established by Programme rules and may be modified.

2.4.3 Bonus points accumulated on the Participant’s card cannot be transferred to another person and cannot be used in any manner other than that provided for by these Regulations.

2.4.4 In the case of a product return, bonus points awarded for that purchase remain in the Participant’s account.

2.4.5 Farmacia Familiei reserves the right to unilaterally establish and modify the rules for accumulating and using bonus points.

3. Coupons

3.1 A coupon is a special offer entitling the holder to a purchase benefit. Depending on the conditions, a coupon may offer a discount, additional bonus points, a gift or other benefit.

3.2 The coupon is distributed via SMS message or push notification in the customer’s application, in the section containing information about promotions, discounts or personalised offers. The discount is obtained by presenting the message with the coupon code/QR code at the cash register.

3.3 The coupon may be used at all our pharmacy chains “Farmacia Familiei” and “Dita Hyper Farmacie”.

3.4 Coupons may be of several types:

•           fixed discount: 50 lei, 100 lei, 200 lei etc.;

•           percentage discount: 10%, 20%, 30% etc.;

•           gift: certificate/promotional code;

•           free delivery;

•           bonus points.

3.5 The Certificate/Promotional Code is a special flyer with a unique code or QR code entitling the holder to a discount or other purchase benefit. To use it, the certificate must be presented at the cash register or the code must be communicated to the pharmacy employee before payment.

3.6 The coupon and bonus points cannot be used simultaneously: either the coupon discount is applied, or bonus points are used (within the limit of 50% of the order value).

3.7 Multiple coupons cannot be used simultaneously on the same cash receipt. For each new receipt, only one coupon may be used.

3.8 The existence or absence of a minimum amount for coupon use is always indicated either on the coupon itself or in the SMS message/push notification.

3.9 Birthday coupon. One day before the Participant’s birthday, they receive an SMS message or push notification about a gift: 15% discount, which may be used for any purchase of products from the Cosmetics or Optics categories. The offer is valid for 2 days at any pharmacy in the “Farmacia Familiei” or “Dita Hyper Farmacie” network.

3.10 If the Participant returns a product for which a coupon was used, the coupon is not refunded.

3.11 The coupon offers a discount for the majority of products; however, for certain products and promotional offers, its application may be excluded. The conditions for applying the discount depend on the selected products.

4. Difference between coupons and bonus points

Bonus points are accumulated for purchases (exclusively at DITA Hyper Farmacie branches), added to the Participant’s points account and may be used to pay for subsequent purchases, in accordance with the loyalty Programme rules.

A coupon is a special offer with determined conditions of use. It may offer a discount, additional bonus points, a gift or other benefit, for a limited validity period.

5. Participant’s Card

5.1 The following types of cards are available within the Programme: standard Farmacia Familiei / Dita Hyper Farmacie card (physical plastic card and/or digital card).

5.2 The Participant may receive the physical card at any Farmacia Familiei / Dita Hyper Farmacie branch or may generate the virtual card free of charge through the Farmacia Familiei application (Android / iOS).

5.3 The Programme contact centre provides information and reference services to Participants at phone number +373 22 780 780 and through the messaging service on the website www.ff.md and optica.md.

6. Enrolment in the Programme

6.1 Any natural person aged 18 (eighteen) years with full legal capacity at the time of enrolment may become a Participant. Customers who already hold any of the Farmacia Familiei physical cards automatically become Programme Participants.

6.2 Enrolment is carried out in one of the following ways:

•           in the Farmacia Familiei application, by completing the questionnaire in the “Registration” section (name/surname, year of birth, mobile phone number, gender) and confirming explicit and full acceptance of the Programme Regulations (ticking the appropriate checkbox and pressing the “Registration” button);

•           at any branch, by communicating data (name/surname, year of birth, mobile phone number) to the employee and accepting the conditions of these Regulations by providing the code received by SMS (where applicable).

6.3 After completing the above actions, the Customer is considered a registered Programme Participant, is assigned a card number and a points account. Registration constitutes confirmation of the Participant’s agreement to the collection, recording and storage of personal data (under the conditions of Law No. 195/2024 on the protection of personal data, for the purpose of participation in the Programme).

6.4. Ticking the checkbox regarding marketing notifications constitutes the Participant’s agreement to be informed about marketing offers.

6.5 The Programme enters into force, for each Participant, from the moment of the first purchase made with the card.

7. Responsibilities

7.1 The Participant is responsible for the security of the card, as well as for the unauthorised access of third parties to the card. Farmacia Familiei is not liable for the unauthorised use of the Participant’s card by third parties.

7.2 Farmacia Familiei reserves the right to invalidate any card (participation in the Programme) after a period of 12 months of non-use or any card used in violation of any of the provisions of these Regulations. These cards, once invalidated, will no longer be reactivated. In the event of card invalidation, Farmacia Familiei will delete/anonymise from its database all personal data of the respective card holder.

7.3 The Participant may cease participation in the Programme at any time by a written notification addressed to Farmacia Familiei.

8. Processing of personal data

8.1 The Controller is Farmacia Familiei SRL, which administers the Programme under the “Farmacia Familiei” and “Dita Hyper Farmacie” brands.

8.2 Purposes and legal bases of processing:

8.3 Categories of data: name, surname, year of birth, phone number, e-mail, as well as data generated in the Programme (history of eligible purchases, points, coupons).

8.4 Marketing communications. Sent only on the basis of separate and freely given consent. Granting or refusing consent does not condition card issuance and does not affect benefits. The Participant may object to direct marketing and withdraw consent at any time through: (1) the account in the application; (2) the unsubscribe link; (3) the contact centre — free of charge.

8.5 Recipients and processors.

Data may be processed, at the Controller’s instructions and on the basis of IT/CRM supplier contracts and SMS/e-mail/push sending contracts.

8.6 Storage period. Data are retained for the duration of participation in the Programme and deleted/anonymised within 3 days of: withdrawal of consent (marketing data), a deletion request, or card invalidation after 12 months of non-use — with the exception of data required to be retained by law.

8.7 Participant’s rights (art. 12–22): to be informed, of access, to rectification, to erasure (“right to be forgotten”), to restriction, to portability, to object (including to direct marketing), not to be subject to an exclusively automated decision/profiling (art. 22), to withdraw consent at any time (without affecting the lawfulness of prior processing) and to lodge a complaint with CNPDCP. Requests are addressed to office@farmaciafamiliei.md and are resolved in accordance with the privacy policy.

8.8 Farmacia Familiei reserves the right to stop or cancel, to modify at any time in whole or in part, the loyalty programme.