Question 1

How do I sign up for Kei Rewards?

Accepted Answer

Visit the sign-up form (https://bit.ly/keirewards-sign-up) or use the QR codes posted within our locations to sign up while you dine or wait for your pickup order.

Question 2

Is there a cost to join the Kei Rewards program?

Accepted Answer

No, Kei Rewards is completely free to join.

Question 3

How does the Kei Rewards program work?

Accepted Answer

Earn 1 Kei Coin for every $1 spent on qualifying food and beverage purchases, including dine-in, takeout, group dining, and catering.

Coins are calculated based on the post-discount, pre-tax total. Coins are not earned on merchandise, gift card purchases, tax, tips, or cash payments.

Question 4

Can I have more than 1 Kei Rewards account?

Accepted Answer

Each account requires a unique phone number. We recommend maintaining a single account for maximum rewards.

Question 5

Do Kei Coins expire?

Accepted Answer

No, Kei Coins do not expire.

Question 6

Do you sell gift cards? Can I earn Kei Coins with them?

Accepted Answer

Gift cards are available for purchase in-store at any Kei Concepts location. Purchasing a gift card does not earn Kei Coins, but you will earn Coins when using a gift card to pay for qualifying purchases.

Question 7

What Kei Concepts locations have Kei Rewards?

Accepted Answer

All Kei Concepts locations participate in Kei Rewards, including SUP Noodle Bar, VOX Kitchen, NEP Cafe, INI Ristorante, ROL Handroll Bar, KIN Craft Ramen & Izakaya, Kei Coffee House, and QUA Contemporary Chinese Cuisine.

Question 8

How can I earn Kei Coins?

Accepted Answer

You can earn Kei Coins through both online and in-store purchases:

Online: Place an order through Toast while logged into your Kei Rewards account.
In-store: Scan your Digital Loyalty Card QR code or use a linked credit card before completing payment.

Question 9

How many Kei Coins do I need to collect to receive a reward?

Accepted Answer

Earn $3 off for every 100 Kei Coins collected.

Question 10

How can I redeem my Kei Coins?

Accepted Answer

In-store: Scan your Digital Loyalty Card QR code before payment. Your server will apply the reward.
Online: Redeem directly through Toast via the Local by Toast app or website.

Coins can be redeemed on food, beverages, and merchandise. Gift cards are not eligible for redemption.

Question 11

Can I track my Kei Coins and rewards?

Accepted Answer

Yes. Visit https://www.toasttab.com/kei-concepts/rewards and enter your phone number to receive a link to your Digital Loyalty Card.

Coins can be used across all Kei Concepts locations, regardless of the branding shown on your card.

Question 12

Can I combine my rewards with other discounts or promotions?

Accepted Answer

No. Only one reward can be redeemed per transaction and cannot be combined with other offers.

Question 13

I forgot to scan my account before paying. Can I still earn Coins?

Accepted Answer

Unfortunately, no. Kei Coins are calculated at the completion of processing the order and must be tied to the order before payment.

Question 14

What is the maximum amount of Kei Coins I can redeem per order?

Accepted Answer

You can redeem up to 3,333 Coins ($99.99) per check across all locations.

Question 15

Do I automatically receive emails or SMS messages?

Accepted Answer

By joining Kei Rewards, you agree to receive emails and SMS communications from Kei Concepts.

Question 16

I didn’t receive my Kei Coins—what should I do?

Accepted Answer

Kei Coins are typically added immediately after purchase. If they are missing, confirm that your order was linked to your Kei Rewards account.

Question 17

Can I transfer Coins to someone else’s account?

Accepted Answer

No, Kei Coins are non-transferable.

Question 18

Can I change the email address or phone number associated with my Kei Rewards account?

Accepted Answer

Submit a request via the Help Desk: [bit.ly/keirewards]. Account verification is required before changes can be made.

Question 19

I’m having issues with my account—where can I get help?

Accepted Answer

Please submit a request through the Help Desk: bit.ly/keirewards

Question 20

How do I link or update my credit card?

Accepted Answer

When you use a credit or debit card to pay for an order and connect your rewards account during checkout, Toast may automatically link that card to your account for future visits.

Once linked, future purchases made with the same card can automatically earn Kei Coins and may prompt available rewards redemption.

Multiple cards can be linked to the same rewards account.

Servers and cashiers cannot remove linked cards in-store. Linked cards can only be managed by the guest through their rewards account settings or by contacting customer support.

Question 21

How do I cancel or delete my account?

Accepted Answer

To delete a Toast rewards account, you can log into the Local by Toast app, click on your profile icon, log into your Toast account, scroll to the bottom, and click "Delete this account".

Question 22

How can I book Group Dining?

Accepted Answer

Please visit our Catering & Private Event page, where you can select your favorite concept and choose the location you’d like to host at. From there, submit the inquiry form, and a member of our management team will contact you within 48–72 hours to review availability and package details.

Question 23

What packages are available for Group Dining?

Accepted Answer

Please visit our Catering & Private Event page, where you can select your favorite concept and choose the location you’d like to host at. From there, please submit an inquiry form to receive available Group Dining packages, menu options, and current pricing.

Question 24

Can I change my order on the day of the event?

Accepted Answer

Menu selections may be adjusted up to seven (7) days prior to the event date. Final counts and selections are confirmed at that time.

Question 25

What if I have dietary restrictions?

Accepted Answer

Please list any dietary restrictions in your inquiry form. Our team will review available accommodations and confirm options with you in advance.

Question 26

What is your corkage fee?

Accepted Answer

A corkage fee of $25 per 750ml bottle applies to the first two bottles. Each additional bottle is $40. Hard liquor is not permitted.

Question 27

What is your cancellation policy?

Accepted Answer

Deposits are non-refundable within two (2) weeks of the confirmed event date.
Cancellations made within three (3) days of the event require full payment of estimated charges, including food, beverage, applicable fees, and sales tax.

Question 28

Can I have a private or semi-private dining area?

Accepted Answer

Private and semi-private dining areas are dependent on availability and may vary by concept and location. Some concepts may offer private or semi-private dining options, while others may not. Please submit an inquiry through our Catering & Event page to learn what options may be available for your preferred concept, location, group size, and event date.

Question 29

What is included in my Party Tray order?

Accepted Answer

Party trays include necessary condiments and serving utensils, depending on the menu item.

Question 30

Do you offer delivery?

Accepted Answer

Yes. Delivery is available through DoorDash, Grubhub, and Uber Eats.

Question 31

What is the Party Tray serving size?

Accepted Answer

Each tray typically serves 4–6 guests.

Question 32

Where do you deliver?

Accepted Answer

Delivery availability can be confirmed during online checkout by entering your address.

Question 33

Can I pick up my order?

Accepted Answer

Pickup availability may vary depending on the ordering or delivery service you select. Please check your selected service for available pickup options before placing your order.

Question 34

Is there a minimum order for delivery?

Accepted Answer

There is currently no minimum order for delivery.

Question 35

Can I change my order after placing it?

Accepted Answer

Order changes are subject to the policies of the third-party delivery platform used at checkout.

Question 36

Is there a cancellation fee?

Accepted Answer

Cancellation policies vary by delivery platform. Please refer to the platform’s terms at the time of ordering.

Question 37

What is the standard duration of service?

Accepted Answer

Our standard catering package includes one (1) hour for setup, two (2) hours of active service, and one (1) hour for cleanup. Additional service time may be available for an added fee.

Question 38

Is there a hand roll chef on-site?

Accepted Answer

Yes. Our chefs prepare hand rolls fresh to order on-site. Larger events may require additional chefs, and staffing fees may apply.

Question 39

What is included in the package?

Accepted Answer

Packages include a predetermined number of hand rolls based on your selected tier and protein preferences.

Each package also includes:

- A complimentary side dish
- Condiments: Yuzu Kosho, Dashi Soy Sauce, Ginger, and Wasabi
- Two (2) hours of service

Additional hours may be added for an additional fee.

Question 40

Can complimentary items be substituted?

Accepted Answer

Complimentary items are included as part of the package and cannot be substituted for additional hand rolls or removed to reduce pricing.

Question 41

What is your cancellation policy?

Accepted Answer

A non-refundable deposit is required to secure your event date. Cancellations made within two (2) weeks of the event may result in forfeiture of deposit and/or additional charges.

Question 42

Can you accommodate dietary restrictions?

Accepted Answer

We make every effort to accommodate dietary restrictions and special requests. Please inform us during the inquiry process so we can confirm available options in advance.

Question 43

How does the hand roll bar service work?

Accepted Answer

Our team sets up a designated hand roll station at your venue. Guests approach the station and select from available protein options. Each hand roll is prepared fresh and served immediately.

Question 44

Do you offer vegetarian or vegan options?

Accepted Answer

Yes. We offer avocado and cucumber hand rolls in limited quantities. Additional charges may apply.

Question 45

How much space is required?

Accepted Answer

A minimum space of 10 feet by 10 feet is required for proper setup and service.

Question 46

Does the setup require electricity?

Accepted Answer

Yes. A standard duplex electrical outlet is required.

Question 47

What happens to leftover product?

Accepted Answer

Remaining ingredients may either be left on-site for guests or removed by our team, based on client preference and food safety considerations.

Question 48

How can I check my Kei Rewards balance?

Accepted Answer

You can check your current Kei Rewards balance by logging into your personal Kei Rewards page: https://bit.ly/keirewards-balancecheck. There, you can view your available balance and recent rewards activity.

Question 49

What should I do if I see unauthorized redemptions?

Accepted Answer

Check your rewards activity on your personal Kei Rewards page and remove any saved credit cards. For additional support, please contact the Help Desk: bit.ly/keirewards

Frequently Asked Questions