Terms & Conditions

General

1. Shell GO+ Indonesia (the “Program”) is a consumer loyalty program operated by PT Isla Energy Indonesia (“ISLA Energy”, “we”, “us”, or “our”) under license from Shell, through which eligible members may earn and redeem points, rewards, and offers in accordance with these Terms and Conditions (“Terms”).
2. Participation is voluntary and free of charge. By registering for or using the Shell GO+ Indonesia mobile application (the “App”) or presenting your digital membership at participating locations, you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. Your personal data will be processed in accordance with Shell GO+ Indonesia Privacy Policy. In the event of any inconsistency between these Terms and the Privacy Policy in relation to the collection, use, disclosure, retention, transfer, or protection of personal data, the Privacy Policy shall prevail, unless otherwise required by applicable law.

1. The Program is intended for individual consumers only. Businesses, corporations, fleet accounts, bulk purchasers, and similar entities are not eligible unless expressly approved by ISLA Energy.
2. Members must be residents of Indonesia and eighteen (18) years of age or older at registration.
3. ISLA Energy may vary, add, or change these Terms (including earning, redemption, rewards, participating locations, and mechanics) from time to time. Updated Terms will be published in the App and/or official channels and will supersede prior versions. Continued use of the Program after updates take effect constitutes acceptance.
4. ISLA Energy may change the list of participating locations (Shell service stations and associated retail facilities such as Shell Select, deli2go, Shell Café, and lube bays) without prior notice.
5. The Program and any rewards or benefits are not transferable to Shell or other third-party loyalty programs unless expressly stated.
6. Shell trademarks (including the “Shell” name and pecten) are owned by Shell and used under license. Shell does not operate the Program and is not responsible for its administration.

Membership & Registration

1. You can register via the Shell GO+ Indonesia App (App Store / Google Play) by completing all required fields.
2. Your mobile number acts as your unique identifier. Only one (1) membership may be registered per mobile number. If you register with an incorrect or recycled number, points and communications may be associated with that number and visible to its current owner. If your number changes, update your profile; do not open a new account. Points cannot be transferred between accounts.
3. Each individual may hold only one (1) Shell GO+ Indonesia account. Duplicate or multiple accounts may be suspended or terminated, and points forfeited.
4. Membership is personal and non-transferable.
5. You are responsible for keeping your account information accurate and up to date. ISLA Energy is not liable for any loss or failure arising from outdated or incorrect information. You may update your profile through the App.

Use of the App & Account Security

1. Upon successful registration, a virtual membership identifier (e.g., QR code) will be issued in the App. Physical cards are not issued.
2. You are responsible for safeguarding your login credentials and device. ISLA Energy is not responsible for unauthorized use arising from your failure to secure your account or device. You are responsible for safeguarding your login credentials, registered mobile number, device, and access to the App. This does not limit ISLA Energy’s obligation to implement appropriate technical and organizational measures to protect personal data in accordance with applicable personal data protection laws

1. Your Shell GO+ Indonesia membership account is not a credit or payment instrument.

Account Status, Misuse & Enforcement

1. An account remains active so long as you transact or engage in eligible activity within the Program.
2. ISLA Energy may suspend, refuse to reopen, or terminate accounts for suspected fraud, abuse, or breach of these Terms, including without limitation:
3. Exceeding applicable daily or monthly points collection limits;
4. Abusing promotions or attempting to manipulate Program mechanics;
5. Maintaining more than one Shell GO+ Indonesia account or more than one Shell GO+ Indonesia App account per device;
6. Providing false or misleading information; or
7. Engaging in offensive, abusive, or unlawful conduct in connection with the Program.
8. ISLA Energy may process account, transaction, device, usage, and redemption data in accordance with the Privacy Policy for fraud prevention, security, Program integrity, and enforcement of these Terms. Where any decision is made solely by automated processing and produces legal effects or significantly affects you, you may exercise your rights under applicable personal data protection laws as described in the Privacy Policy.

1. If you observe unauthorized transactions, contact Customer Service promptly at goplusindonesia@islaenergy.id or through the App Help Center.

Earning Points

1. Points may be earned from eligible purchases at participating Shell-branded retail sites in Indonesia, as communicated in the App.
2. You must present your digital QR Code from the “My Card” or provide your Shell GO+ Indonesia registered mobile number at the time of purchase to earn points for your transaction. No points will be awarded for historical transactions.
3. Points are intended for your personal purchases. Earning points from other customers’ purchases (even with consent) may be treated as misuse.
4. Earning mechanics (including eligible products/ services, conversion rates, minimum thresholds, and daily/monthly limits) are determined by ISLA Energy, may vary by product, location, and time, and may be updated. The detail of the point earning mechanism will be communicated and updated.

1. Points are calculated on the net transaction value (after discounts) and rounded down to the nearest applicable unit. Points are not issued for free items received under offers/gifts or for transactions excluded in the App.
2. Points generally credit in real time; if there is a system delay, balances will typically update within 24 hours. Points cannot be awarded on prior/historical transactions except under Section 6.4 (outage-based retro crediting).
3. ISLA Energy may limit the number of eligible transactions per day and/or the maximum quantity per transaction (e.g., fuel liters, lubricant point caps, daily Shell Select spend caps), as shown in the App.

Recording, Corrections, Outages & Disputes

1. Points earned will be reflected in your App account.
2. ISLA Energy may correct errors, reverse points issued in error, or deduct points associated with cancelled, refunded, or fraudulent transactions.
3. The Program and App may be unavailable from time to time due to maintenance, upgrades, outages, connectivity issues, or events beyond reasonable control. During such periods, earning or redemption may be temporarily unavailable.
4. Any claim or dispute relating to the Program or the use of the App shall be referred directly to ISLA Energy for decision, which shall be final and binding on the Member and ISLA Energy’s records of all matters relating to the Program shall be conclusive and binding on the Member. Subject to applicable law and your rights under the Privacy Policy, ISLA Energy’s system records shall be used as the primary reference for determining points balances, redemptions, and account activity.

1. You must raise any dispute relating to points crediting, redemption, vouchers, or account activity within thirty (30) calendar days from the relevant transaction or event date by contacting Customer Service through email at goplusindonesia@islaenergy.id. Requests via call or chat are not accepted. Requests submitted outside the timeframe or lacking sufficient proof will be declined.
2. If an eligible transaction could not be credited at the time of purchase due to a verified system or connectivity issue, ISLA Energy may, at its discretion, credit points upon timely submission of required proof by email only to goplusindonesia@islaenergy.id within thirty (30) calendar days from transaction date. Required proof may include a legible receipt and your registered details. Requests via call or chat are not accepted. Requests submitted outside the timeframe or lacking sufficient proof will be declined.
3. You are responsible for retaining receipts or in-App records for eligible transactions. ISLA Energy may require proof to investigate a points or redemption dispute. If adequate proof is not provided within the requested timeframe, the claim may be denied. System records maintained by ISLA Energy are conclusive for determining points balances.

Rewards & Redemption

1. Points may be redeemed for rewards, discounts, vouchers, and other benefits (“Rewards”) available in the App and redeemable at participating retail sites or designated channels.
2. Redemption is performed by the member via the App at participating locations. You are required to present and scan the QR code in the App’s “My Card” menu. ISLA Energy may decline redemption where the required QR is not presented.
3. Points are not transferable or combinable across accounts. Once redeemed, points cannot be reinstated. Items or benefits redeemed with points are non-refundable and non-exchangeable, unless required by law.
4. If points are redeemed for vouchers used toward fuel or non-fuel purchases:
5. The voucher value must be used in a single transaction;
6. The transaction total must be equal to or exceed the voucher value (unless otherwise provided in the App for specific partnership schemes); and
7. No change or cashback will be provided if the transaction total is less than the voucher value.
8. Returns/ Exchanges on Redeemed Items.

Returns or exchanges of redeemed items (where permitted by law) are subject to the applicable provider’s return policy. Any points refund or re-credit (if any) follows the provider’s process and timelines.

1. ISLA Energy may substitute, change, or withdraw Rewards at any time. ISLA Energy does not guarantee availability of any Reward. Where Rewards are provided by third-party partners, ISLA Energy makes no representation or warranty regarding such Rewards. Disputes must be resolved directly with the relevant provider.

Points Expiry & Inactive Accounts

1. Points are valid for twelve (12) months from the date of issuance, unless otherwise stated in the App. Expired points are forfeited and cannot be reinstated.
2. If your account remains inactive for five (5) years, ISLA Energy may close the account. Any remaining points or vouchers will be forfeited.

Promotions, Partners & Participating Locations

1. From time to time, ISLA Energy or participating retail sites may offer promotions, bonus points, or limited-time offers. Each promotion may be subject to additional terms displayed in the App or at participating locations. Promotions may not be combined with other offers unless expressly stated.
2. Partners and Participating Locations.

ISLA Energy may invite or add partners to participate in earning or redemption from time to time and may modify participating Shell-branded retail sites, eligible products, and partner mechanics. Current participation will be displayed in the App.

1. No Points Conversion.

Conversion between Program points and external loyalty currencies is not available unless expressly announced in the App.

Member Benefits

1. ISLA Energy may provide member benefits through third-party providers. Benefits are subject to provider-specific terms, eligibility, and geographic scope, and may change or be withdrawn at any time. Claims or service requests must be directed to the provider’s channels stated in the App. The detail of the benefit will be communicated and updated.

Membership Tiers

1. ISLA Energy may introduce membership tiers based on activity or points earned within a defined period. Tier benefits, qualification criteria, assessment periods, and upgrade/downgrade rules will be communicated in the App and may be updated.

Notifications & Communications

1. The Program may send operational notifications (e.g., OTP, points crediting, redemption confirmations, account/profile changes) via the App, SMS, email, push notifications, or other approved channels (e.g., WhatsApp). Delivery may depend on your provider or network and device settings.
2. Marketing communications are subject to your preferences and our Privacy Policy. You may manage preferences or opt out as described in the App or each message.

Intellectual Property & Trademarks

1. All intellectual property in the Program, the App, and related content is owned by ISLA Energy, Shell, or their licensors. “Shell”, the Shell emblem (pecten), and related trademarks are owned by Shell and used under license. No rights or licenses are granted to you except as necessary to use the Program in accordance with these Terms.

User-Generated Content

1. From time to time, ISLA Energy may invite members to submit photos, videos, or other content in connection with promotions or campaigns, including via social media platforms such as TikTok, Instagram, Facebook, or email.
2. Where your submission contains personal data, image, likeness, voice, social media handle, or other identifiable information of you or any third party, you confirm that you have obtained all necessary consents and permissions for ISLA Energy, Shell, and their authorized agencies or service providers to use such content for the relevant campaign or promotion in accordance with these Terms and the Privacy Policy. You must not submit content containing personal data of another individual unless you have the legal right and authority to do so. ISLA Energy may remove, anonymize, or cease using submitted content where required by applicable law, platform rules, or where a valid privacy-related request is received
3. You grant ISLA Energy a non-exclusive, worldwide, royalty-free license to use, reproduce, and display the submitted content for purposes related to the relevant campaign or promotion, including on ISLA Energy's or Shell's own marketing channels.
4. ISLA Energy is not obligated to use, feature, or return any content submitted, and may remove or decline to use any submission at its discretion.

Data Protection & Disclosure of Information

1. Your participation in the Program is subject to the APP Indonesia Privacy Policy, which explains how PT Isla Energy Indonesia, as personal data controller, collects, uses, discloses, stores, transfers, and protects your personal data, as well as your rights in relation to such personal data.
2. For Program operation (including registration, account administration, earning, redemption of points, voucher issuance and fulfillment, partner rewards, fraud prevention, customer support, analytics, hosting, security and legal compliance, ISLA Energy may process and share relevant personal data with ISLA Energy affiliates, Shell (under brand/ license arrangements, reward providers / participating partners, and authorized service providers, in Indonesia or other countries, subject to appropriate safeguards as described in the Privacy Policy.
3. When you redeem Rewards, especially vouchers or partner-fulfilled items, relevant data may be shared with the applicable provider solely to fulfill your redemption and support after-sales (e.g., delivery, returns/exchanges where applicable, handle customer support), and comply with applicable legal requirements.

Liability & Disclaimers

1. You are responsible for the accuracy and completeness of the information you submit to join and use the Program. While ISLA Energy endeavors to keep Program information accurate at the time of publication, ISLA Energy does not guarantee that such information will be error-free, complete, or current at all times.
2. To the extent permitted by law, the Program and the App are provided on an “as is” and “as available” basis without warranties of any kind, whether express, implied, or statutory, including any warranties of merchantability, fitness for a particular purpose, non-infringement, availability, or that the Program or App will be uninterrupted, timely, secure, or error-free.
3. You understand and agree that your participation in the Program and your use of the App are at your own risk, cost, and consequence. You are solely responsible for any damage or loss suffered by you or any third party arising from such participation or use.
4. ISLA Energy shall not be liable for any loss of accumulated points or any loss or damage suffered as a result of any defect or error in any machine, scanner, system, or network, or from the inability to retrieve information or data from any system, including during maintenance, outages, upgrades, or connectivity issues.
5. ISLA Energy shall not be liable for any loss or damage caused to a member arising from any act or omission of any partner, reward provider, retailer, courier, agent, contractor, or supplier, including (without limitation) any refusal to honor or accept a QR code, voucher, or redemption, any statement or communication made by such parties, or any defective or deficient goods or services they supply. Any dispute or claim that you may have with or against such third parties does not affect your obligations under these Terms and must be taken up directly with the relevant party, subject to Section 7.5 (returns/exchanges) and applicable law.
6. All conditions and warranties (express or implied, statutory or otherwise) as to the condition, suitability, quality, fitness, or safety of any goods and/or services supplied in relation to the Program or App are excluded to the extent permitted by law. Where a Reward is covered by a provider’s warranty, claims must be made to the provider.
7. ISLA Energy shall not be liable for errors, delays, loss, or damage caused directly or indirectly by events beyond its reasonable control, including but not limited to system failure, breakdown or failure of machinery or processors, power or network outages, industrial disputes, acts of God, fire, flood, war, acts of terrorism, governmental action, or changes in law or regulation.
8. ISLA Energy shall not be liable for:
9. any damage to any Reward occurring in the course of delivery or post;
10. any failure by a Reward provider to abide by its terms for providing a Reward;
11. any statement, communication, implication, suspension, or restriction relating to the use of your membership or QR code; and
12. any failure or omission to notify you of changes to these Terms, Reward options, participating partners, qualifying purchases, or earning mechanics, provided that ISLA Energy publishes updates in the App or via official channels in accordance with Section 18.
13. To the extent permitted by law, ISLA Energy shall not be liable (whether in contract, tort—including negligence—breach of statutory duty, or otherwise) for any:
14. loss of actual or anticipated profits, revenue, sales, business, business opportunities, or savings;
15. losses caused by business interruption;
16. loss of goodwill or reputation;
17. loss or corruption of data, information, or software; or
18. indirect, special, incidental, punitive, or consequential loss, costs, or damages—even if foreseeable or contemplated by you and/or ISLA Energy.
19. Without prejudice to the foregoing exclusions and to the extent liability cannot be excluded, any liability ISLA Energy may have to you arising out of the App, the Program, or the redemption of Rewards shall be limited (where permitted by law) to reinstatement of points or to the provision of an equivalent Reward (or the cost of such Reward), as ISLA Energy may determine in its discretion.
20. Nothing in these Terms excludes or limits any liability that cannot be excluded or limited under applicable law.

Changes, Suspension & Termination

1. ISLA Energy may change the Program (including participating retail sites, earning mechanics, Rewards, and benefits) or suspend access to the Program or App (in whole or part) at any time, including for maintenance, upgrades, operational reasons, or at ISLA Energy’s discretion, without liability to you, subject to applicable law.
2. ISLA Energy reserves the right to withdraw or terminate the Program at any time without assigning any reasons therefore. Upon notification of the withdrawal or termination, the Member shall have one month from the date of the notification or such period as ISLA Energy shall state in such notice, to redeem accumulated points for available Rewards. Upon expiry of the aforesaid notice, any points remaining in the Members account shall be nullified and invalidated and ISLA Energy shall have no obligations or liabilities in respect of such points, by way of compensation or otherwise, to the Member and the Member shall have no further claims whatsoever against ISLA Energy.

Amendments

1. ISLA Energy may amend these Terms at any time. Updated Terms will be posted in the App and/or official channels and will take effect upon publication. Continued participation constitutes acceptance.

Governing Law & Dispute Resolution

1. These Terms, your participation in the Program, and your use of the App shall be governed by and construed solely in accordance with the laws of the Republic of Indonesia.
2. In the event of any dispute or claim arising out of or in connection with these Terms, the Program, or the App, the parties shall first attempt to resolve the matter through good-faith deliberation within thirty (30) days of written notice.
3. If unresolved, the dispute shall be finally settled by arbitration administered by the Indonesian National Arbitration Board (BANI) in Jakarta, in accordance with its rules then in force. The tribunal shall consist of one (1) arbitrator, and the language shall be Indonesian or English, as agreed by the parties. The arbitral award shall be final and binding.

Miscellaneous

1. If any provision of these Terms is held to be invalid, illegal, or unenforceable by a competent authority or court, the remaining provisions shall remain in full force and effect.
2. ISLA Energy may assign or transfer its rights and obligations under these Terms, the Program, or your membership account, in whole or in part, to any affiliate or third party at any time provided that any transfer of personal data will be carried out in accordance with the Privacy Policy and applicable personal data protection laws, including any notice, safeguard, or consent requirements where applicable.
3. The most current version of these Terms will be made available through the App and/or the ISLA Energy website and shall prevail over any prior versions, whether electronic or printed.
4. Any provisions which by their nature are intended to survive termination, suspension, or cancellation of the Program or your membership (including intellectual property, liability and disclaimers, disputes, and governing law) shall survive and remain in effect.
5. These Terms apply in addition to any specific rules, mechanics, benefit descriptions, or conditions communicated through the App, in-store materials, promotional notices, or other official Program communications. In the event of any inconsistency, these Terms shall prevail unless expressly stated otherwise.