Terms & Conditions

Fidelity Bank PLC Green Rewards Programme

The Green Rewards Loyalty Programme from Fidelity Bank Plc allows its customers to earn the programme currency called “Reward Points” for their various banking activities with the bank. Reward points earned by customers can be freely exchanged for merchandise, airtime and bills, travels, and other benefits. Fidelity Bank reserves the right to amend, modify or change, including adding or deleting terms to the Green Rewards Loyalty Programme terms and conditions at any time before notice.

Changes to the Programme

Fidelity Bank may modify, restrict or change the programme at any time. These changes may include but are not limited to, changing the number of points you earn for a particular type of activity or the number of points you need to redeem a particular reward, omitting or adding reward levels or categories or changing the selection of rewards or imposing, increasing or eliminating point caps or changing the conditions under which points expire or are forfeited, changing the number of points earned per qualifying transaction, etc.

The Bank reserves the right to defer the programme of its free will at any time. Termination, modification, or suspension may affect the user’s ability to redeem accumulated points. We will notify you of material changes to the programme’s terms and conditions. Unless you decide to opt-out of the programme, you will be bound by the revised terms and conditions. We also reserve the right to suspend or terminate the programme, or your participation in the programme, at any time without compensation to you.

Programme Eligibility

Fidelity Bank customers who meet the set criteria will be auto enrolled in the Green Rewards programme. Eligibility is restricted to account holders who run individual current/savings accounts with the bank and have permanent address(es) within Nigeria. By participating in the programme, the customer agrees with the terms and conditions, rules, regulations, policies, and procedures of the programme. Each customer is responsible for remaining knowledgeable as to the terms and conditions of the programme.


To participate in the programme, eligible holders of individual current/savings accounts/card holders are auto enrolled in the programme except they decide to opt-out of the programme. Once you have been enrolled successfully, you will receive a membership ID and password which you would use to log on to the Fidelity Green Rewards Portal. Upon receipt of this login information and your first login to your dedicated loyalty account, you must change your initial password (which is a system-generated one-time password) and update your profile information to gain full access to all the features of your rewards account. It is your responsibility to keep your password safe and known only to you because you are responsible for all activities in your loyalty account.

Opting out of the Programme

Customers who wish to opt out of the programme (upon receipt of their welcome package from Fidelity Bank), can do so by calling the Fidelity Bank Contact Centre to inform them of your decision to opt-out (you will need to provide your loyalty account membership ID & email address). The Contact Centre can be reached on phone: 070034335489 or (09087989069 if calling from abroad) or send an email to true.serve@fidelitybank.ng.

Reward Points Accrual

Customers will earn reward points for each qualifying transaction subject to the loyalty campaign rules for the product to which the transaction relates, after their enrollment date. Reward points accrual will begin upon the customer’s enrolment date. Reward points are earned and accrued subject to the loyalty campaign rules for the product to which a transaction relates, when customers carry out transactions (bill payments, airtime purchase, funds transfer, etc.) on any of our alternative banking channels such as the Fidelity Mobile App, Fidelity ATMs, Fidelity POSs, Fidelity *770# (Instant Banking), etc. Reward points are not earned on cash advances, traveler’s checks, over-limit fees, finance charges, late payment fees, annual fees, insurance charges, card-related service charges, unauthorized charges, returned cheque fees, bounced payment cheque fees and related service charges, declined cheque fees and internet transaction fees. Changes made to the above are at the sole discretion of Fidelity Bank.

Only active individual accounts performing above minimum pre-defined qualifying transactions for the eligible e-banking product(s) linked to it, are eligible to earn reward points. If an account becomes dormant or does not record transactions above the minimum pre-defined qualifying number-of-transactions level for the eligible e-banking product(s) linked to it, the account will not be eligible to earn points.

Reward points are updated based on timeframes set by Fidelity Bank and points balance information will be available via your rewards account on the loyalty programme portal or your Fidelity Online Banking Account via your Fidelity Mobile App, or the bank’s interactive Contact Centre. To obtain your loyalty account details via the Contact Center, you must provide your Green Rewards membership number.

Awards for specific events will expire if not used on the date of the event. Upon redemption of an item, the reward points will immediately be deducted from the customer’s rewards account. Reward points will expire 300 days after the day they are earned. Points redeemed and expired points will be processed based on a first in, first out basis. Customer accounts that become dormant will have all reward points earned via that account forfeited and deducted from the total balance of points.


Reward points are not cash, you may not sell, issue, exchange, barter or redeem reward points for cash. Your reward points may only be used or spent through the programme online catalogue or by any other approved means as contained in the programme’s terms & conditions. You may not exchange or sell any other goods or services for reward points. Customers may redeem points for

any item in the programme’s online catalogue. Reward options are explained in the online catalogue. All rewards are subject to availability and specific rewards may only be available for certain dates and specific restrictions may apply to certain rewards. Redeemed Rewards cannot be exchanged for cash or points under any circumstances. Rewards must be redeemed in accordance with programme terms and conditions. Fidelity Bank and its fulfillment partner are not responsible for the replacement of lost, unclaimed, or stolen items, and neither shall Fidelity Bank be liable for any loss or damage that the customer may suffer from the non-replacement. The value of delivery charges in reward points will be deducted from your points balance when you select the delivery option for the fulfillment of your redemption. In determining the delivery charge, all the items in your shopping basket when checking out are considered and bundled together. The weight of the items and the location they are to be delivered to, are considered in determining the delivery charge.

Reversal of Points

We may reverse points, debit your accrued points, and/or cancel benefits if we reasonably believe that a transaction was unauthorized, that the purchase was returned, or that the transaction was not a bona fide purchase of goods or services delivered or performed by the merchant. Such reversal, debit or cancellation may result in a negative points balance on your account.

Can Reward Points be Transferred within Users

This is not allowed.

Communications with Programme Participants

We will communicate with you regarding any matter related to the programme by email. All electronic communications from us to you shall be deemed to be communications “in writing” and delivered to you no later than the date received or five (5) days from the date of dissemination. You may update your contact information by visiting the programme website and updating your account profile or by calling our Contact Center on phone: 070034335489 or (09087989069 if calling from abroad) or by sending an email to true.serve@fidelitybank.ng.

We reserve the right at our option to terminate your participation in the programme if you withdraw your consent to receive electronic communications regarding the programme. At your option, you may choose to receive information of a promotional nature about the programme. If you would like to change your consent to receive these promotions, please visit the programme website to update your account profile.

As a member of the loyalty programme, you have access to a personal loyalty account accessible via the customer portal. For security, identification, and verification purposes, when you try to access your personal rewards account and/or carry out redemption transactions, you will be required to enter your membership ID and password. These user authentications shall be provided to you upon your enrolment in the loyalty Programme.

If you forget any of your user authentications, then you can carry out a forgot password request via the website or contact the Fidelity Bank Contact Centre and provide your membership number,

upon which your details will be sent to your registered email address. Your user authentication details are personal to you and must be kept secret. Do not disclose your details to any other person and do not keep them with other programme documentation. You are responsible for all transactions carried out using your valid user authentication details.


Fidelity Bank reserves the right to disqualify any customer from participating in the programme and to invalidate all points for abuse, fraud or any violation of these terms and conditions. If a customer decides to close his Fidelity Bank account or terminate his/her relationship with the bank, such a customer will no longer be able to earn or redeem points. The bank reserves the right to determine what constitutes a closed account. Reward points are not the property of the customer and cannot be bought, sold, or transferred in any way (including upon death or as part of a domestic relations matter). They are not redeemable for cash, do not constitute credits towards an account, and cannot be offset against the customer’s obligations to Fidelity Bank unless otherwise stated in this agreement. The customer is not entitled to compensation from Fidelity Bank or any other entity if points are forfeited or expired for any reason. Determination of any tax liability of a customer relating to points is solely the responsibility of the customer. Fidelity Bank is not responsible for disputes involving joint customers or authorized users relating to points. Merchandise & Rewards fulfillment services are provided by Loyalty Solutions Limited (LSL), which assumes all liability and responsibility for the provision of, or failure to provide, the services. LSL operates as an independent contractor and is not affiliated with Fidelity Bank. Neither Fidelity Bank nor LSL shall be liable for any bodily harm and/or property damage that may result from participation in the programme for any reason.

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