# Customer Knowledge Base
Customer Knowledge Base — migrated from Notion (public)
# Welcome to Chubby Club
Policies, SOPs & guides — everything Chubby Club, in one place.
[ PUBLIC### Customer Help Center
FAQs, how-tos, scanning receipts, points, rewards & membership guides.
Browse help → ](https://policy.chubbyclub.com/books/customer-knowledge-base) [ STAFF ONLY### Internal SOPs
Operations, app usage, NFT, PLUS/ONE & policies for the team.
Open SOPs → ](https://policy.chubbyclub.com/books/management-knowledge-base)
**🔒 Staff:** to open the Internal SOPs, click **Log in** (top-right) and choose **“Log in with Google”** using your Chubby Club Google account.
# FOH TRAINING GUIDE
# Intro
This page introduces what every employee should know about the Chubby Club app and the partner program.
## Management
Management should hold weekly meetings for updates on all newly onboarded partners.
## What All Employees Must Know
- Knowledge of partners
- Purpose of the app (loyalty, higher CPP)
- Screenshots of important pages and info
- How points work, how they are valued, and where they come from
- Knowledge of the app
- Status
## Key Terms
- **NFT / Lifetime Membership**
- **Status**
- **Annual Membership**
- **One**
- **Plus**
- **Member Pricing**
- **Status**
- **Tasting Credit**
- **PVV**
- **Priority Reservation / Waitlist**
- **Discount Cheat Sheet**
> Don't need: NFT vs. membership (unless Chubby restaurant).
## Familiarity with the Chubby Club App
Employees should be familiar with the Chubby Club app.
### Where to Find Status
### How a Customer Can Redeem Rewards
### How to Scan Receipts for Points
### Membership Benefits
# CUSTOMER
# App Navigation
This page covers navigating the Chubby Club app.
## Sections
- Home page
- Maps
# Download the Chubby Club App
Follow these steps to download the Chubby Club app and set up your account.
## Download and Set Up
**1. Find the app —** Search for the Chubby Club app in the App Store or Google Play Store.
**2. Get started —** Press **Get Started** and enter your phone number.
**3. Enter a referral code (optional) —** After registering your phone number, you may enter a referral code.
**4. Earn referral points —** Your referrer will earn the referral points after you scan your first receipt.
> Referral points will credit within 24 hours.
# How to Scan a Receipt
Scan a receipt in the app to earn points on your purchase. Follow these steps from the home page.
**1. Tap to Scan —** find **Tap to Scan Receipt for Points!** on the home page.
> ⚠️ This function only works if:
>
> 1. **Location services** are enabled for the app.
> 2. The user's **location** is at a store.
**2. Select store —** choose the store (automatically sorted by distance from your current location).
> ⚠️ The store selected must match the store on the receipt to ensure points are accurately credited.
**3. Scan the receipt —** take a photo of the receipt.
> 💡 Take a photo of the entire receipt, ensuring all discounts and subtotals are clearly visible. Points will be automatically calculated based on applicable point multipliers.
# How to View & Redeem Rewards
Members can view and redeem their points for rewards at any Chubby Club location.
> ❕ **Reward redemption is subject to the [Points Redemption Policy](https://www.notion.so/Points-Redemption-Policy-NEW-Function-in-Development-18c1a32698c680ee9485c50edf8199ce?pvs=21).**
## Viewing & Redeeming Rewards
From the home page, select the location you would like to view or redeem rewards for. Each location has its own list of rewards that can be claimed.
> After redeeming, the guest must show the server proof of redemption within **30 minutes**.
# How to Purchase Plus/One
Follow these steps to purchase a paid Chubby Club membership (PLUS or ONE) from the app.
## Purchase a Paid Membership
1. At the top of the **Account** tab in the app, tap **Upgrade My Membership** to purchase Chubby Club PLUS or Chubby Club ONE.
2. Review the benefits listed for each tier, then confirm your purchase.
3. Enter the birthday that appears on your ID.
> Please note that you cannot switch your paid membership after you purchase.
> Enter the birthday that appears on your ID, as you will be asked to verify it to redeem any birthday rewards. **This cannot be changed.**
# How to Verify Membership
Follow these steps to verify your membership.
## Verify Membership
1. Fill out your information on the website.
> Verified NFTs will automatically update on the members page in the app within 24 hours.
# Stacking Policy
This page explains how Chubby Club benefits, discounts, and member perks combine in a single transaction, including the VIP tag rules, the full stacking matrix, and the days on which stacking applies.
## VIP Tags
> ‼️ **% discounts are ALWAYS applied at the end, and NEVER STACK with any other % discounts** *(except Kids).*
| | Discount | Can Redeem Points? | Can Use PLUS/ONE Membership? | Can Use Status/NFT? | Can Use Senior Discount? | Can Use Kids Discount? |
| --- | --- | --- | --- | --- | --- | --- |
| **EMPLOYEE** | 30% | YES | NO | NO | NO | YES |
| **G INVESTOR** | 20% | YES | NO | NO | NO | YES |
| **R INVESTOR** | 20% | YES | NO | NO | NO | YES |
| **PARTNER** | 15% | YES | YES | YES* | NO | YES |
| **CREATOR** | 15% | YES | YES | YES* | NO | YES |
> *15% overrides the 10% from Gold Status/NFT.
[*What do these tags mean?*](https://www.notion.so/APP-Verify-Membership-Tier-Status-NFT-Investor-Employee-Partner-Creator-Tags-1831a32698c680409ef1e2613f7f0762?pvs=21)
## Stacking Overview
| **BENEFIT** | **Free Round of Drinks** | **NFT OR Status % Discount** | **Characters/PVV** | [**Party Boost**](https://www.notion.so/PLUS-ONE-Party-Boost-18d1a32698c68055ae04f1cb4debc998?pvs=21) | **Free App/Dessert (a la carte only)** | **Wagyu Gift (a la carte only)** | [**Complimentary Tasting Credit**](https://www.notion.so/NFT-Complimentary-Tasting-Credits-Policy-1881a32698c680b1a388ce9e0a2ff176?pvs=21) | **PLUS/ONE Member Pricing/Perks** | [**Investor/Employee Discount**](https://www.notion.so/APP-Verify-Membership-Tier-Status-NFT-Investor-Employee-Partner-Creator-Tags-1831a32698c680409ef1e2613f7f0762?pvs=21) | [**Creator/Partner Discount**](https://www.notion.so/APP-Verify-Membership-Tier-Status-NFT-Investor-Employee-Partner-Creator-Tags-1831a32698c680409ef1e2613f7f0762?pvs=21) | **Senior Discount** | **Kids Discount** | [**Redeem Points**](https://www.notion.so/Points-Redemption-Policy-NEW-Function-in-Development-18c1a32698c680ee9485c50edf8199ce?pvs=21) |
| --- | --- | --- | --- | --- | --- | --- | --- | --- | --- | --- | --- | --- | --- |
| **Free Round of Drinks** | - | YES | YES | YES* | YES | YES | YES | YES* | NO | YES | NO | YES | YES |
| **NFT OR Status % Discount** | YES | - | YES | YES* | YES | YES | NO (BLACK NFT YES) | YES* | NO | NO | NO | YES | YES |
| **Characters/PVV** | YES | YES | - | YES* | YES | YES | NO | YES* | NO | YES | NO | YES | YES |
| [**Party Boost**](https://www.notion.so/PLUS-ONE-Party-Boost-18d1a32698c68055ae04f1cb4debc998?pvs=21) | YES* | YES* | YES* | - | YES* | YES* | NO (BLACK NFT YES) | YES* | NO | YES* | NO | YES | YES |
| **Free App/Dessert (a la carte only)** | YES | YES | YES | YES* | - | YES | NO | YES* | NO | YES | NO | YES | YES |
| **Wagyu Gift (a la carte only)** | YES | YES | YES | YES* | YES | - | NO | YES* | NO | YES | NO | YES | YES |
| [**Complimentary Tasting Credit**](https://www.notion.so/NFT-Complimentary-Tasting-Credits-Policy-1881a32698c680b1a388ce9e0a2ff176?pvs=21) | YES | NO (BLACK NFT YES) | NO | NO (BLACK NFT YES) | NO | NO | - | YES* | NO | NO | NO | YES | YES |
| **PLUS/ONE Member Pricing/Perks** | YES* | YES* | YES* | YES* | YES* | YES* | YES* | - | YES* | YES* | NO | YES | YES |
| [**Investor/Employee Discount**](https://www.notion.so/APP-Verify-Membership-Tier-Status-NFT-Investor-Employee-Partner-Creator-Tags-1831a32698c680409ef1e2613f7f0762?pvs=21) | NO | NO | NO | NO | NO | NO | NO | NO | - | NO | NO | YES | YES |
| [**Creator/Partner Discount**](https://www.notion.so/APP-Verify-Membership-Tier-Status-NFT-Investor-Employee-Partner-Creator-Tags-1831a32698c680409ef1e2613f7f0762?pvs=21) | YES | NO | YES | YES* | YES | YES | NO | YES* | NO | - | NO | YES | YES |
| **Senior Discount** | NO | NO | NO | NO | NO | NO | NO | NO | NO | NO | - | YES | YES |
| **Kids Discount** | YES | YES | YES | YES | YES | YES | YES | YES | YES | YES | YES | - | YES |
| [**Redeem Points**](https://www.notion.so/Points-Redemption-Policy-NEW-Function-in-Development-18c1a32698c680ee9485c50edf8199ce?pvs=21) | YES | YES | YES | YES | YES | YES | YES | YES | YES | YES | YES | YES | - |
> *On stacking days ONLY.
> 👉🏻 **Learn more about each benefit in** [Benefits Overview](https://www.notion.so/Benefits-Overview-18c1a32698c6803f9198fe25aa64c90f?pvs=21) **and** [Key Terms & Definitions](https://www.notion.so/Key-Terms-Definitions-18e1a32698c680dbbcc5e0c9771927b3?pvs=21)**.** Please understand the difference between Status and NFT before referencing this chart.
## Stacking Policy
> ❗ The following may be used together in one transaction: **PLUS/ONE Member Pricing and Perks + NFT OR Status Benefits + Points Redemption.**
> ‼️ A **$50 minimum spend** (post-discounts, pre-tax, pre-tip) is required to use benefits across different categories.
Chubby Club allows discount stacking on **ALL DAYS by default, excluding major holidays**. Each location may **opt out** and select which days it would like to offer stacking. Please fill out this [form](https://www.notion.so/18f1a32698c6802caeb6e8cc7b052638?pvs=21) or your location will default to **ALL DAYS**.
### Federal Holidays (Observed Nationwide, Government Offices Closed)
1. **Christmas Eve → New Year’s Day** – December 24 → January 1
2. **Martin Luther King Jr. Day** – Third Monday in January
3. **Presidents’ Day (Washington’s Birthday)** – Third Monday in February
4. **Memorial Day** – Last Monday in May
5. **Independence Day** – July 4
6. **Labor Day** – First Monday in September
7. **Columbus Day / Indigenous Peoples’ Day** – Second Monday in October
8. **Veterans Day** – November 11
9. **Thanksgiving Day** – Fourth Thursday in November
### Popular National Holidays & Observances (Not Federal but Widely Celebrated)
1. **Valentine’s Day** – February 14
2. **St. Patrick’s Day** – March 17
3. **Easter Sunday** – Varies (March/April)
4. **Mother’s Day** – Second Sunday in May
5. **Father’s Day** – Third Sunday in June
6. **Halloween** – October 31
### Cultural & Religious Holidays Recognized by Many
1. **Lunar New Year** – January/February (varies)
# How are Points Calculated
Points are calculated from a set of multipliers applied to a receipt's eligible subtotal. The variables and rules below define exactly how the number of points earned is determined.
## Variables
- **m_status** — the user's status multiplier (max 2×)
- **m_plus** — the user's subscription multiplier (max 2×)
- **m_loc** — the location's point multiplier
- **s** — the receipt subtotal, minus any applicable discounts and before tax
- **m_user** — the combined user multiplier, where `m_user = m_status × m_plus`
## How points are calculated
The number of points earned depends on whether the location has a special multiplier:
1. **Location has no multiplier** — when `m_loc = 1`:
`points = (m_status × m_plus) × s`
2. **Location multiplier only** — when `m_loc > 1` and `m_status = m_plus = 1`:
`points = m_loc × s`
3. **Location multiplier + user bonus** — when `m_loc > 1` and either `m_status > 1` or `m_plus > 1`:
`points = (m_loc + (m_status × m_plus)) × s`
# How Do I Book Priority Waitlist/Reservation
Follow these steps to add your name to the priority waitlist or make a reservation at a Chubby Group location through the Chubby Club Discord.
## Booking Steps
**1. Open the Customer Support tab —** On the main page of the Chubby Club Discord, the **CUSTOMER SUPPORT** tab lists all Chubby Group locations.
**2. Select your location —** Choose the location where you would like to make a reservation or add your name to the priority waitlist.
**3. Submit your request —** Once you select your location, fill out the required information and kindly wait for our concierge to get back to you with confirmation.
> All reservation/waitlist requests must be made at least **24 hours** in advance.
# FAQ
Answers to common questions about Chubby Cattle NFTs, including minting, redemption, and member benefits.
## What are the Chubby Cattle NFTs?
A unique set of 8,888 NFTs that unlock a variety of benefits ranging from free food for life to priority reservations and private events.
## How do I mint or purchase the NFTs?
Our NFTs are released in rounds, once per quarter, to align with the rapid expansion of our North American locations. Minting a new NFT is now easily accessible to all, even if you're new to Web3 and cryptocurrencies. The process is simple — all you need is an email and a credit card.
To start, just click **Mint Now** under your desired tier. You can find tutorial videos in our Discord community.
## How do I redeem my NFT at the restaurant?
During each visit, there are two ways to redeem your benefits:
1. Present your NFT to our server (through the website), who will scan the QR code attached to your NFT.
2. Tell us the information you provided during registration so that it matches the data in our system for quick identification.
> We maintain the utmost confidentiality and security of your personal information.
## Is the price a one-time fee or an annual charge?
It is a one-time fee that you pay upfront for a lifetime of free benefits. It is **not** a credit for future meals.
## How long is my NFT valid for?
As long as you are an NFT holder, the benefits are lifetime.
## How do I use priority reservation?
You must first verify through our automated system under **#holder-verify**, then find the **#reservations** channel under the "MEMBERS ONLY" category.
> To accommodate your request, we kindly ask for at least 24 hours' notice.
## How do I get verified ownership on Discord?
Head over to the **#holder-verify** channel and follow our simple guide to become verified. If you're stuck or minted with a credit card, please open a general support ticket and we will help you as soon as possible.
## Which restaurants currently participate in the Chubby Cattle NFTs?
Please find all of our locations here: [https://www.chubbygroup.com/locations/](https://www.chubbygroup.com/locations/)
## Are there any restrictions to the NFTs?
Please find all of our redemption guidelines and rules here:
- [https://chubbyclub.com/redemption-rules](https://chubbyclub.com/redemption-rules)
- [https://chubbyclub.com/terms](https://chubbyclub.com/terms)