Terms and Conditions

RewardLoop

Last Updated: 18/10/2026

These Terms and Conditions ("Terms") govern access to and use of services provided by RewardLoop LTD ("RewardLoop", "we", "us", "our") through the RewardLoop app, browser-based customer journeys, wallet passes, merchant/admin tools and website. By using RewardLoop, creating an account or participating in a RewardLoop loyalty programme, you agree to these Terms. If you do not agree, you must not use the service.

1. Description of Service

RewardLoop provides an app-and-wallet loyalty platform for participating stores. Customers can create or access a RewardLoop account through the app or a supported browser journey, collect loyalty progress, request an optional wallet pass and redeem rewards. Merchants can set up their store, prepare launch materials, manage loyalty operations and view store activity through the owner/admin tools.

2. Customer Use

Age requirement: Customers must be at least 13 years old to create or use a RewardLoop account.
Account and store selection: Customers may create an account or sign in through the RewardLoop app or supported browser journey. Customers may need to select a store before participating in that store's loyalty programme.
Verification and account identity: Customers registering with an email address and password must verify that email address before requesting a wallet pass. A wallet pass is linked to the RewardLoop account used to request it. Customers are responsible for providing accurate details, protecting their sign-in credentials and not allowing another person to use their account or pass.
Collecting progress: Customers can collect progress through the RewardLoop app, a short-lived QR collection flow or an optional wallet pass where supported by the store.
Head Start: A participating store may provide optional starting progress to a RewardLoop account with no previous recorded purchase at that store. The current store setting applies when the first qualifying purchase is processed, that purchase is added to the starting progress and at least one qualifying purchase remains required before the first reward can unlock. Starting progress is limited to once per RewardLoop account and store during ordinary use, has no cash value and does not return after progress has been created or a reward has been redeemed.
Wallet choice: After completing customer onboarding, a customer may request an Apple Wallet or Google Wallet pass where the relevant platform is available. Wallet passes are optional, are subject to the applicable provider's terms and may not include every feature available in the RewardLoop app.
Moving between Wallet and the app: A customer who starts with a wallet pass can later sign in to the RewardLoop app with the same RewardLoop account. Customers should use their existing sign-in rather than create a separate account, because separate accounts are not automatically combined.
Reward redemption: Customers can claim rewards offered by participating stores. The store is responsible for honouring the reward details it has provided and for explaining any reasonable redemption conditions.
Notifications: Customers may receive custom store announcements, Bonus time messages or automatic close-to-reward, reward-ready, due back and new year reminders where available and permitted. A due back reminder is a reminder when a regular customer has not visited for about as long as usual, if the store has it switched on. A new year reminder is a single reminder in January for a customer who joined a store's loyalty card in December and has not visited since 1 January, if the store has due back reminders switched on. A Bonus time message appears on a store's Wallet card when the store's Bonus time (double stamps at quiet times the store chooses) starts, and comes off the card when it ends. Customers can manage store notification preferences where the app provides that control.
Suggestions: Customers may submit lightweight suggestions to a store. Suggestions are intended to be anonymous to the store, but customers should not include personal information in suggestion text.

3. Merchant Accounts and Staff Use

Merchant access: Merchants create access using a work email and are responsible for keeping account credentials secure.
Staff access: Staff may use the owner-side app, the till in a web browser or admin tools where the merchant authorises them to do so. The merchant remains responsible for staff use of the service, for the devices staff use with it and for keeping the shop's till login private.
Store details: Merchants are responsible for providing accurate business details, store information, reward offers, branch details, logos, brand notes and launch-material requirements.
Reward offers: Merchants are responsible for the legality, accuracy and fulfilment of their own offers, promotions and rewards, including keeping any advertised Head Start amount and eligibility conditions aligned with the current store setting.
Acceptable use: Merchants must not upload unlawful, misleading, offensive or infringing content, or use RewardLoop to send inappropriate announcements or communications.

4. Setup, Launch and Go Live

Setup: Merchants can start setup by creating access, adding store details, choosing a reward structure, selecting a plan and preparing launch information.
Automatic Generated Poster: Standard self-serve setup includes a free poster generated from the merchant's current saved store, brand and offer details. It may be refreshed after those saved details change, supplies PNG and printable PDF files and contains a QR route to /get-app. One generated design may be used across all of the merchant's branches.
Counter kit: When a store with a UK address goes live on or after 15 October 2026, it gets one stand-up counter card at no charge, made from the Generated Poster, with what to say at the till and steps for staff. Our print partner prints it and posts it to the address the merchant gives us, and it is usually delivered within a week of go-live. It is printed on card and is not laminated, and its contents and design may change. The Generated Poster can be downloaded and printed at any time, including on the day the store goes live. Extra or replacement cards, and cards for further locations, are arranged through support.
Human Custom Design: A merchant may request one human-created poster design for £49 total. One design may be used across all branches and includes three revision requests, a PNG and a printable PDF.
Express Custom Design: Express Custom Design is £149 total and replaces, rather than adds to, the £49 Custom Design price. It includes one human-created design usable across all branches, three revision requests, a PNG and a printable PDF. The request enters a priority design queue, but timing is confirmed after RewardLoop reviews the brief and no fixed turnaround applies unless separately agreed in writing.
Print & Deliver: Print & Deliver is £149 per selected location and includes high-quality double-sided A2 posters and 10 A5 laminated till versions. It may be ordered with an eligible human Custom Design or Express Custom Design, but physical production begins only after that design is approved. It is not available for the automatic Generated Poster.
Poster accuracy and rights: Merchants must check names, logos, offer wording, Head Start wording, eligibility statements, QR destinations and other poster content before using or approving it. Merchants must have the right to provide and use all logos, images and other brand material they submit.
Launch-ready state: RewardLoop may mark a store or location as launch-ready when setup and operational requirements are complete.
Go Live: Daily use begins when the merchant activates at Go Live, subject to account readiness, plan selection, a valid payment method and any required billing steps. For eligible standard plans, Go Live also starts the 30-day free trial, or the 60-day free trial for an eligible referred merchant (see Referrals).
Changes after setup: The automatic Generated Poster may be refreshed after saved store details change. Human Custom and Express designs include three revision requests; a materially different design or work beyond that allowance may require a new design order or separately agreed fee. Significant changes to store screens, offer structures or bespoke requirements may also require additional scoping or fees.

5. Plans, Billing and Payments

Plans: Plan prices, plan limits and included services are shown on the Pricing page or in the agreed order, proposal or invoice.
Start Free: Creating a merchant account and completing setup does not by itself start the free trial or monthly billing.
30-day free trial: Eligible new Essential, Starter and Growth subscriptions receive 30 consecutive days of access to the selected plan from successful Go Live. A merchant referred by another merchant may receive 60 days instead, as set out in Referrals. The plan's normal limits still apply. Bespoke App and separately scoped services are not included.
Eligibility: The trial is limited to one per merchant account unless RewardLoop agrees otherwise. Existing live subscriptions do not receive a retrospective trial. A merchant that completed setup before this offer but has not previously gone live may receive the trial at its first eligible Go Live.
Payment method and first charge: A valid payment method is required before Go Live. Unless the subscription is cancelled before the trial ends, the selected monthly plan is charged when the trial ends and then renews monthly at the price shown during setup or on the Pricing page.
Cancellation: Merchants can manage or cancel an eligible subscription through the Billing area and Stripe-hosted customer portal where available, or by contacting RewardLoop. Cancellation scheduled during the trial normally keeps access available until the trial end date. No recurring plan fee is charged if cancellation takes effect before the first monthly charge.
Payment provider: Payments are handled through Stripe or another payment provider we identify. RewardLoop may store payment status, card brand, card last four digits and payment provider references, but does not store full card numbers.
Renewals and failed payments: Subscription plans renew until cancelled under the applicable plan or agreement. A failed first post-trial payment or later overdue payment may result in payment retries, restricted access, suspension or cancellation after reasonable notice.
Poster services and add-ons: Human Custom Design, Express Custom Design and eligible Print & Deliver selected during setup are charged separately at Go Live. They are not included in the free trial. Later bespoke work is charged only as separately agreed, and the automatic Generated Poster remains free.
Prices, taxes and refunds: Prices shown are the total amounts charged and no additional tax is added at checkout. A separately agreed proposal, order or invoice will state the total payable. Refunds, credits and cancellations are handled according to the applicable plan, order or legal requirement.

5A. Referrals

The offer: A merchant whose store is live with a running RewardLoop subscription may share its referral link with other businesses. If a business creates a new RewardLoop merchant account using that link and goes live, its free trial is 60 consecutive days from successful Go Live instead of 30 (a "referred merchant"). Once the referred merchant's first monthly plan payment after its free trial has been successfully taken, the merchant that shared the link (the "referring merchant") receives a credit equal to one month of its own plan at the price it pays at that time, including any extra locations. The credit is added to its account with our payment provider and used against its next invoices.
One referral for each new account: A business can be referred only once, through the link it used when it created its account and before it first goes live. A referring merchant receives one credit for each referred merchant that qualifies.
When a referral does not count: Neither the longer trial nor the credit applies where the two accounts share an owner, an email address, a payment account or a payment card; where either account uses a test or RewardLoop address; where the referring merchant's store is not live with a running subscription; or, for the credit, where the referred merchant cancels or stops paying before its first monthly plan payment. If a referral does not count, the referred merchant's free trial is the usual 30 days. We may also decide that a referral does not count where we reasonably believe it was not made in good faith, for example accounts created to collect credits.
Credits: Credits have no cash value and cannot be transferred, exchanged or refunded. Unused credit ends if the referring merchant's account closes. If the referred merchant's first payment is refunded or reversed, we may remove the credit.
Changes: We may change, pause or end the referral offer for new referrals at any time. A referral that has already qualified keeps its longer trial and credit.

6. Notifications and Announcements

Merchants can request a custom announcement in the RewardLoop dashboard where this is available for their store, or by sending the desired send date/time, notification title and message body to admin@rewardloop.co.uk. RewardLoop reviews each announcement before it is sent and may decline or reschedule an announcement that does not meet these Terms. Announcements are not sent between 9pm and 8am UK time. Depending on the store, an announcement may reach customers as an app notification and as a message on the store's Apple Wallet or Google Wallet card. Automatic close-to-reward, reward-ready, due back and new year reminders are separate from merchant-requested custom announcements and may also appear on a store's Wallet card. A due back reminder is a reminder when a regular customer has not visited for about as long as usual, if the store has it switched on. A new year reminder is a single reminder between 5 and 31 January for a customer who joined the store's loyalty card in December and has not visited since 1 January. It goes only where the store has due back reminders switched on, and each card gets it at most once. Where a store uses Bonus time, holders of its Wallet card can get one Bonus time message when each of its quiet times starts, never between 9pm and 8am UK time, and the message comes off the card when the quiet time ends. Bonus time messages are not custom announcements and do not count towards a plan's announcements. Customers can turn notifications off in the app or in Apple Wallet or Google Wallet.

7. Data Hub and Store Visibility

Merchants can access store activity and Data Hub visibility where data is available, including transactions, reward activity, customer detail, suggestions and branch information where supported. Data Hub becomes more useful as customers interact with the loyalty programme. RewardLoop does not guarantee a particular level of customer activity, insight volume or commercial result.

8. Bespoke App

Bespoke App is a separate scoped service for businesses that need their own app under their own name. It is not included in standard RewardLoop self-serve plans unless expressly agreed. Features, platforms, pricing, delivery scope, support and launch materials for Bespoke App are agreed case by case.

9. Privacy and Data

Our Privacy Policy explains how we collect, use, share and protect personal data. Merchants must use customer data made available through RewardLoop only for legitimate operation of their RewardLoop loyalty programme and in accordance with applicable law.

10. Intellectual Property

RewardLoop, the platform, software, designs, website content, trade marks and related intellectual property belong to RewardLoop LTD or its licensors. Merchants retain ownership of their own logos, brand assets and store content, but grant RewardLoop permission to use them to provide the service, prepare launch materials, display the store in RewardLoop and promote the store's RewardLoop participation.

11. Availability, Support and Changes

We aim to keep RewardLoop reliable, but we do not guarantee uninterrupted access. Maintenance, third-party provider issues, app-store processes, payment provider issues, connectivity problems or security incidents may affect availability. Support is provided through the routes we make available, including email and booking routes where appropriate.

We may update the service, features, plans or these Terms over time. We will post updated Terms on the Website and update the date above. Where a change is material, we may provide additional notice where appropriate.

12. Suspension and Termination

We may suspend or restrict access if an account is used unlawfully; payment is overdue; the service is abused; merchant content creates legal or safety risk; or continued access could harm customers, merchants, RewardLoop or third parties. Merchants and customers can contact us at admin@rewardloop.co.uk for account deletion or cancellation support.

13. Limitation of Liability

RewardLoop is provided with reasonable care and skill. We do not exclude liability that cannot lawfully be excluded. Subject to that, RewardLoop LTD is not responsible for indirect losses, loss of profit, loss of business, loss of goodwill or losses caused by inaccurate merchant-provided information, third-party service failures or customer activity outside our reasonable control.

14. Governing Law

These Terms are governed by the laws of England and Wales, unless mandatory consumer law requires otherwise. The courts of England and Wales will have jurisdiction, subject to any mandatory rights that apply to consumers.

Contact Us

If you have any questions about these Terms, contact us at admin@rewardloop.co.uk.