Question 1

I was an existing member of Club IR prior to the relaunch. What has happened to my account and spend?

Accepted Answer

All account and spend details have transferred over to the new chapter of Club IR. As long as you signed up to this app with the same email address as your account on the old app, we will have connected your existing account in the background.

Question 2

Where can I use Club IR?

Accepted Answer

You can use the app in all of our Piccolino, Restaurant Bar & Grill and Riva Blu restaurants. A full list of restaurants can be found on the app under ‘Restaurants’ or on our website at

Question 3

How do I ensure each visit counts towards my membership?

Accepted Answer

Please present your membership card to a member of the team on each visit.

Question 4

What happens if I forget to provide my membership details during a visit?

Accepted Answer

Club IR is unable to accept responsibility if membership details are not presented at the time of your visit.
To ensure you receive all the benefits you’re entitled to, we kindly recommend having your membership details ready when you are seated. If you’re ever unsure where to find them, our team will be happy to assist.

Question 5

What benefits do I get at my current tier?

Accepted Answer

Details of all tier benefits can be found on the Club IR app under ‘Rewards’ then by selecting ‘[Current tier] benefits’.

Question 6

How do the tiers work?

Accepted Answer

Tier allocation is based on annual spend across all of our qualifying venues within that membership year. Tier benefits carry forward – higher tiers include all the benefits from lower tiers apart from Special Date and Birthday rewards which are upgraded benefits. Your membership will be automatically upgraded if you reach the required tier threshold. Membership reviews will take place 12 months after being upgraded. If you have not spent the required tier spend within the 12 month period your membership will be downgraded to the qualifying tier.

Question 7

How long do I keep my membership tier status for?

Accepted Answer

All memberships and tier statuses will be reviewed 12 months after being upgraded. If you have not met the required annual spend in the last 12 months you will be downgraded to the qualifying tier based on your spend. After 3 years of no activity we will remove the membership from Club IR scheme.

Question 8

How do I check my tier status?

Accepted Answer

To check the status of your tier please open the ‘My Card’ tab in the app.

Question 9

I think my tier status maybe wrong.

Accepted Answer

Tier status can be checked on the ‘My Card’ tab in the app. If you believe this is incorrect please contact us via the 'Help & Support' page on the app.

Question 10

Why have I changed tier?

Accepted Answer

Membership reviews are conducted every 12 months, with your tier determined by the total spend in your membership year.
Tier upgrades take place as soon as you reach the required spending threshold. Any downgrades are applied at your membership anniversary review. If you haven’t met the spend needed to maintain your current tier, you’ll be reassigned to the tier that matches your actual spend.

Question 11

How do I stay in this tier?

Accepted Answer

You are required to spend the qualifying tier allocation amount within your membership year in order to retain or upgrade your tier.

Question 12

How do I reach the next tier?

Accepted Answer

Club Membership Tier applies to those Club IR Members who have an annual spend of up to £499 from 20th April 2026
Club Plus Membership Tier applies to those Club IR Members who have an annual spend of between £500 and £999 from 20th April 2026.
Black Membership Tier applies to those Club IR Members who have an annual Spend of between £1,000 and £2499 from 20th April 2026.
Diamond Membership Tier applies to those Club IR Members who have an annual Spend of £2500 and over from 20th April 2026.

Question 13

When will I get my refer a friend (£5) reward?

Accepted Answer

You’ll get your £5 reward the day after your friend signs up, spends £30+, and completes their first visit. It’s valid for 3 months from when it’s issued.

Question 14

When will I get my £10 off? (Club tier)

Accepted Answer

This will be issued to your account within 24 hours of your first visit and will be valid for 3 months from the date of issuance.

Question 15

When will I get my birthday / special date reward?

Accepted Answer

Your birthday / special date rewards will be automatically added to your Club IR account 3 weeks prior to your DOB / special date and will be valid for 35 days from the date of issue.

Question 16

How can I redeem an offer or reward available on the app?

Accepted Answer

Please show the team your Club IR membership card on the app. Any qualifying offers will be redeemed against your bill. Only one offer can be redeemed per visit.

Question 17

Will I be issued with a physical card?

Accepted Answer

Club IR does not issue physical cards and is all app based.

Question 18

I need to change my details.

Accepted Answer

Email address and phone number amendments can be done via the ‘Account’ and ‘Personal Details’ page of the app. Please contact us for any other changes.

Question 19

How do I change my password?

Accepted Answer

Password amendments can be made via the ‘Account’ page of the Club IR app.

Question 20

How do I check my cashback balance?

Accepted Answer

Your cashback balance is available to view on the homepage of the Club IR app and also via ‘Account’, ‘Loyalty Transactions’ page.

Question 21

How do I redeem my cashback balance?

Accepted Answer

Please provide a member of staff with your Club IR card via the app or wallet.

Question 22

I haven’t received cashback for my visit.

Accepted Answer

Details of all visits can be found under the ‘Account’ > ‘Loyalty Transactions’ and ‘Visit History’ on the Club IR app.

Question 23

My cashback amount has gone down – why?

Accepted Answer

Cashback balances expire 6 months from the date of issuance.

Question 24

When does my cashback expire?

Accepted Answer

Cashback balances expire 6 months from the date of issuance.

Question 25

Can I transfer cashback to someone else?

Accepted Answer

Cashback cannot be transferred to other Club IR accounts.

Question 26

Are there any bonus cashback promotions currently running?

Accepted Answer

Details of all current offers, rewards and promotions are available on the Club IR app.

Question 27

How much cashback do I get at my tier?

Accepted Answer

All cashback tier information can be found on the Club IR app under Tier Benefits.

Question 28

My cashback seems missing / incorrect – can you check?

Accepted Answer

Details can be found under the ‘Account’ > ‘Loyalty Transactions’ and ‘Visit History’ on the Club IR app. If you believe any of this is missing please contact us on the 'Help & Support' page of the app.

Question 29

Can I still redeem my cashback balance if I am downgraded tiers?

Accepted Answer

Cashback balance is available for Club Plus, Black & Diamond tiers, downgrades to these tiers will carry the balance over. Cashback balance does not transfer as part of tier downgrades to Club tier. Please note all balances expire after 6 months.

Question 30

How does cashback work?

Accepted Answer

Cashback is available to all members of Club IR in tiers Club Plus (2.5% cashback), Black (5% cashback) & Diamond (7.5% cashback). Transactions that qualify a member for an upgrade to Club Plus are not eligible for cashback. You can redeem your cashback as part or full payment against future bills. It cannot be used online or for gift card purchases. Balances expires 6 months from the date earnt.

Question 31

What does the concierge service include? (Diamond tier)

Accepted Answer

The concierge service is on hand to help with any bookings, special requests or anything else you need assistance with.

Question 32

How do I redeem my complimentary tea & coffee? (Black & Diamond tier)

Accepted Answer

This will automatically be added to your account as part of your tier membership. Simply present your membership card via the app during your visit in order to redeem your reward.

Question 33

How do I redeem my complimentary meal for my birthday? (Diamond tier)

Accepted Answer

Your birthday reward (£50 off your bill) will be added to your account 2 weeks prior to your birthday and will be valid for 28 days from the date of issuance.

Question 34

I want to amend or cancel my booking.

Accepted Answer

Reservations can be amended or cancelled via the Club IR app, via your email confirmation or by contacting the restaurant directly.

Question 35

Can I add extra guests to my booking?

Accepted Answer

Reservations can be amended via the Club IR app, Open Table or by contacting the restaurant directly. All requests are subject to availability.

Question 36

Can I receive digital receipts or statements?

Accepted Answer

Details of all visits can be found under the ‘Account’ and ‘Visit History’ on the Club IR app. For itemised receipts please contact the restaurant you visited directly who will be able to assist.

Question 37

Can I share my account or link with other family members or colleagues?

Accepted Answer

It is strictly prohibited for a membership to be used by anybody other than the member and for a person to have more than one membership. In the case of misuse all memberships of persons involved may be deleted along with any associated benefits.

Question 38

I am a member but I’m not receiving any emails from you?

Accepted Answer

Marketing preferences can be amended via the ‘My Account’ and ‘Preferences’ page on the Club IR app.

Question 39

Can I opt out of receiving emails?

Accepted Answer

Yes, you can unsubscribe at any time via the ‘Preferences’ section on the ‘My Account’ screen, however details of offers, rewards and benefits of Club IR will not reach you if you are not opted into communications.

Question 40

Can I add my card to my digital wallet?

Accepted Answer

Yes, simply go to the ‘My Card’ tab on the app and click ‘Add to Apple/Google Wallet’.

Question 41

Do you have high chairs?

Accepted Answer

Yes. High chairs are available at our restaurants. Let your server know when you arrive and we will set one up for you.

Question 42

Are you dog friendly?

Accepted Answer

Many of our restaurants welcome well behaved dogs in their outdoor seating areas. Policies vary by location, so please check with your chosen restaurant before you visit. Water bowls are available on request.

Question 43

Can I buy gift vouchers?

Accepted Answer

Yes. E-gift cards are available to purchase here on our website and are delivered instantly to you or the recipient by email. They can be redeemed at any Piccolino restaurant.

Question 44

Do you have vegan and vegetarian options?

Accepted Answer

Yes. Our menus include a selection of vegetarian and vegan dishes, and dietary filters are available on our online menus. If you have specific requirements, our team is happy to talk you through the options when you visit.

Question 45

Do you offer takeaway or delivery?

Accepted Answer

Selected restaurants offer Click and Collect through our website. Visit our Takeaway page to choose your location and see what is available near you.

Question 46

Do you have wheelchair access?

Accepted Answer

Most of our restaurants offer step free access and accessible facilities, though details vary by building. If you have specific accessibility requirements, please call your chosen restaurant or use the contact form on our website and we will confirm arrangements before your visit.

Question 47

Do you offer gluten-free options?

Accepted Answer

Our menus include dishes suitable for guests avoiding gluten, and our online menus carry an allergen filter to help you browse.

Please note our kitchens handle wheat flour, so we cannot guarantee a completely gluten free environment. If you have a severe intolerance or coeliac disease, please speak to a member of the team before ordering so we can advise you appropriately.

Question 48

Do you take bookings?

Accepted Answer

Yes. Tables can be booked online at any of our restaurants using the Book A Table button, and walk-ins are always welcome.

For larger parties and private spaces, use the private dining enquiry on our website and our team will help arrange your visit.

FAQs