Refund & Cancellation Policy

At Loyalty Loop, operated by "Loyalty Loop Technologies Pvt Ltd", we are committed to delivering genuine value to every merchant who trusts our loyalty platform. This Refund & Cancellation Policy sets out your rights and our obligations with respect to subscription payments, refunds, and account cancellation.

This policy is prepared in accordance with the Consumer Protection Act, 2019, applicable Reserve Bank of India (RBI) guidelines on payment refunds, and the Information Technology Act, 2000. Any dispute shall be subject to the jurisdiction of competent courts in India.

All prices, charges, and refund amounts referenced herein are denominated in Indian Rupees (INR) and are inclusive of applicable Goods and Services Tax (GST) at 18%, unless explicitly stated otherwise.

• The free trial is available to all new accounts at absolutely no charge.
• Because no payment is collected during the trial, no refund applies or is necessary.
• You may upgrade to a paid plan at any time from Settings → Billing.

You may cancel your Loyalty Loop subscription at any time, with no cancellation fee. Cancellation is self-serve via Settings → Billing in your dashboard.

Eligibility

• Available to first-time subscribers only — one refund per business entity (as identified by GSTIN, registered email address, or business name).
• The refund must be requested within 30 calendar days of the date of your first paid subscription payment.
• Applies to both monthly and annual first-payment amounts.
• The full subscription amount including GST is refunded — no deductions.
• After refund, your account reverts to the free trial tier (25-customer limit); your data is retained for 30 days for export.

How to Request a Refund

• Approved refunds are processed within 5–7 business days of approval.
• The refund is credited to the original payment method (card, UPI, net banking, or wallet) via Razorpay.
• Your bank or card issuer may take an additional 5–10 business days to reflect the credit, depending on their internal processing timelines.
• You will receive an email confirmation from us as soon as the refund has been initiated on our end.
• The GST component is refunded in full along with the base subscription amount. A credit note will be issued by "Loyalty Loop Technologies Pvt Ltd" in accordance with GST regulations.

• Subscriptions renew automatically at the end of each billing period (monthly or annually).
• We send a renewal reminder email 7 days before your billing date so you can cancel if you wish to avoid the upcoming charge.
• To avoid a renewal charge, cancel your subscription from Settings → Billing before the renewal date shown in your dashboard.
• Renewal payments that have already been processed are non-refundable, except in cases of verified duplicate charges or clear billing errors (see Section 9).

If a payment attempt fails (e.g. insufficient funds, card expiry, or bank decline), the following process applies:

Notwithstanding the terms above, "Loyalty Loop Technologies Pvt Ltd" may, at its sole discretion, consider refund requests in the following exceptional circumstances. These are assessed on a case-by-case basis and are not guaranteed.

The following are not eligible for refund under any circumstances (except where Indian law expressly requires otherwise):

• Renewal payments collected after the initial 30-day money-back window has elapsed.
• Custom development, configuration, or onboarding services separately contracted and already rendered.
• Third-party costs incurred on your behalf (e.g. SMS gateway charges, third-party API fees, domain registrations) that have already been paid to the respective vendor.
• Subscription amounts where the 30-day guarantee has already been exercised previously by the same business entity.

For all refund-related queries, use one of the following channels. We aim to respond within 2 business days.