Our new Rewards program went live on Monday 11th May 2026.

The new system rewards everything you spend, not just specific items. Before, you only earned stamps when buying a qualifying burger. Now, whether you order burgers, crispy chicken, shakes, sides or drinks, every pound goes towards your rewards. It also reflects how people actually order. Most visits include more than one item, so points build across your full order, helping you reach rewards faster in real terms. You’ll also get rewarded more often. Instead of working towards a single free burger, there are now three reward levels at 300, 600 and 900 points. That means you can unlock something sooner and keep earning towards bigger rewards over time. Overall, it’s designed to give you consistent value on every visit, rather than only rewarding one type of purchase.

Our new points-based URBAN Rewards programme is designed to give you more every time you order. Every time you spend, you’ll earn 5 points for every £1. Your points add up quickly, and once you hit certain milestones, you unlock rewards: 300 points – Free Regular Fries 600 points – Free Milkshake or Premium Side 900 points – Free Regular Burger You can earn and redeem points when ordering in-store, at kiosks, or through Click & Collect. There’s no app needed. Everything is linked to your account, and you can access your rewards anytime through your mobile pass on your phone. Just sign up, order as normal, and start earning!

Each reward is valid for 30 days from the date it’s unlocked. If it’s not used within that time, it will expire, so make sure to redeem it while it’s still active.

Our rewards are designed to stack as you go. You don’t have to choose, and you don’t lose anything. As you earn points, you’ll unlock rewards at each milestone: 300 points – Free Regular Fries 600 points – Free Milkshake or Premium Side 900 points – Free Regular Burger Each reward is added to your account when you hit the milestone, so you can use them whenever you like (within the expiry period). Once you reach 900 points, you’ll have unlocked all three rewards, and your points will reset back to 0 so you can start earning again.

You’ll earn 5 points for every £1 you spend. Points are automatically added to your account when you order in-store, at kiosks, or through Click & Collect. Just make sure you’re logged in for C&C orders, and scan your mobile pass when ordering at the tills or kiosks.

There’s plenty to enjoy as a member of URBAN Rewards. You’ll get birthday treats, exclusive offers, and surprise discounts throughout the year, plus access to extra perks we roll out from time to time. It’s all about giving you value every time you choose to eat with us.

When you unlock a reward , it will appear in your Rewards account. To redeem it, simply scan your mobile pass at the till or kiosk, or log in when ordering through Click & Collect. Then select the reward you want to use at checkout. Your reward will be applied to your order, and you’re good to go!

Yes. You’ll still earn points on your order. Points are calculated on the amount you pay after any discount or offer has been applied.

Points are added at the time of purchase, so they can’t be applied automatically if your pass wasn’t scanned. However, if you contact us at hello@urbanmail.co.uk, we will do our best to help. You will need to provide a clear photo of your receipt so we can look into it for you.

Yes. Your account is linked to your login, not your device. Simply log in on your new phone and add your mobile pass again to continue using your Rewards as normal.

You just need to make sure your date of birth is added to your account. We will then automatically send you your birthday reward by email when your birthday is approaching.

You can check your balance at any time by logging into your account here. You can also scan your mobile pass at a kiosk in-store to view your current points and available rewards.