Refund policy

This is a translation for convenience. In case of any discrepancy, the Spanish version prevails.

This policy explains how the Loyaltygo subscription is charged, how it is cancelled and in which cases the amount is refunded. It forms part of the terms and conditions.

1. Who charges

Payment is handled by Paddle, which acts as merchant of record: it is the one that issues the invoice and takes care of the applicable taxes in each country. Loyaltygo does not store or see the payment card details.

2. Plans and payment method

The subscription is taken out monthly or yearly, at the price published on the website plus the applicable VAT. In both cases the period is paid in advance and renews automatically when it ends, unless it has been cancelled beforehand.

3. Cancellation

The business can cancel whenever it wants, without giving reasons and without penalty, from Settings → Subscription in its dashboard. Cancelling prevents the next renewal: the service remains available until the end of the period already paid.

The amount for the current period is not refunded in proportion to the unused time remaining. In other words: anyone who cancels in the middle of a month keeps the service until that month ends, and does not receive a partial refund.

Add-ons (additional locations, additional emails and “Google reviews” for all customers) are added and removed from the dashboard. When one is added, the remaining part of the current period is charged at that moment; when it is removed, the unused part is kept as a credit towards the following charges, with no cash refund.

4. What happens to the account when the subscription ends

The account and the customers’ cards are not deleted on cancellation: the account moves to the free plan and keeps working within its limits. The cards of the first 30 customers and the main location remain active; the rest of the cards and locations are paused, with their data kept, until the business subscribes again. To delete the account and all its data, this must be expressly requested from Settings.

5. Cases in which the amount is refunded

The amount charged is refunded, in full or in part depending on the case, when:

• the same period has been charged twice;
• a renewal has been charged after the subscription was cancelled;
• a failure of the service attributable to Loyaltygo has prevented its use for a significant part of the period paid.

The refund is made through the same payment method that was used. The time it takes to show depends on the bank or the card provider.

6. A service for businesses and professionals

Loyaltygo is provided to businesses, companies and professionals in the course of their activity, not to consumers. For that reason, the fourteen-day right of withdrawal that consumer and user protection legislation grants to consumers does not apply. The cancellation terms that apply are those in sections 3 and 5 of this policy.

7. How to request a refund

By writing to soporte@loyaltygo.io and stating the name of the business and the date of the charge. The request is answered within a reasonable time and, where appropriate, the refund is processed through Paddle.