Terms of Service

Loyal is operated by Fulham Labs, [registered company name], a company registered in England and Wales with company number [company number], whose registered office is at [registered office address]. In these terms, Loyal, we, us, and our refer to that company, and you and your refer to you as a user of the app.

By creating an account, connecting a bank, or otherwise using Loyal, you agree to these terms and to our Privacy Policy, which explains how we handle your personal information. If you do not agree with these terms, please do not use the app. If you have any questions before you agree, you can reach us at hello@loyal.app.

To use Loyal you must meet all of the following requirements:

• You are at least 18 years old.
• You are a resident of the United Kingdom.
• You have your own personal bank account that you are entitled to connect.
• You are using Loyal for your own personal, non-business purposes.

You may hold only one Loyal account. Creating multiple accounts, or using an account that is not yours, is not permitted and may result in suspension or closure. By using Loyal you confirm that you meet these eligibility requirements and that the information you give us is true.

Loyal lets you link a bank account once and then earn loyalty rewards automatically wherever you spend with our partner merchants. There are no physical loyalty cards and no codes to remember. Once your bank is connected, we read your transaction data through Plaid to detect qualifying spend at partner merchants and award you the right points and rewards.

Partner merchants are independent businesses. They set and provide the actual rewards, decide the terms of their own loyalty schemes, and are responsible for honouring them. Loyal's role is to facilitate the loyalty relationship by matching your spend to the right scheme and keeping track of your points, tiers, and redemptions.

To redeem a reward you may be asked to scan a code at the till using your device camera. We may also send push notifications, such as when you earn points, unlock a tier, or have a reward ready. You can manage camera, notification, and location permissions at any time in your device settings.

When you create an account, you agree to provide accurate and complete information and to keep it up to date. You are responsible for the activity that takes place under your account.

You must keep your account secure. That means protecting the device and credentials you use to access Loyal, and using the security features available to you, such as a device passcode or biometric lock. If you think someone has gained unauthorised access to your account, tell us as soon as you can at hello@loyal.app so we can help.

You connect your bank account through Plaid, a third-party open banking provider. When you do, you authorise read-only access to your account and transaction data so that Loyal can detect qualifying spend and award your rewards. You enter your banking login details with Plaid and your bank, never with us.

This access is strictly read-only. Loyal never moves, holds, or spends your money, and cannot make payments or change anything about your account. We only read transaction data to run the loyalty scheme.

You are in control of this connection and can disconnect your bank at any time from inside the app, or through Plaid or your bank directly. If you disconnect, we stop receiving new transaction data and you may no longer earn new rewards, though rewards you have already earned are handled under the sections below.

You earn points and rewards according to each partner merchant's own scheme. Different merchants offer different rewards on different terms, and those terms decide how you earn and what you can redeem.

• Points and rewards have no cash value and cannot be exchanged for money.
• Points and rewards are personal to you. They are non-transferable and cannot be sold, pooled, or given to someone else.
• Points and rewards may expire, and a merchant's scheme may set its own expiry and conditions.
• The partner merchant is the provider of the reward and is responsible for making it available and honouring it.
• We may correct mistakes, and we may reverse or adjust points where the underlying transaction is refunded, reversed, cancelled, duplicated, or found to be fraudulent.

We try hard to award points accurately, but automated matching is not perfect. If you think your points are wrong, contact us and we will look into it. We reserve the right to adjust balances to keep them correct and fair.

Partner merchants are independent businesses, not part of Loyal. They decide which rewards to offer, on what terms, and for how long, and they can change or withdraw their schemes.

Because the merchant provides the reward, the availability of any reward, and any dispute about it, is ultimately a matter between you and that merchant. We do not guarantee that any particular reward will be offered, remain available, or be free of conditions. That said, if something goes wrong we want to help, so please tell us and we will do what we reasonably can to assist, including raising the issue with the merchant.

Loyal only works if everyone uses it fairly. When you use the app, you agree not to:

• Use Loyal for any fraudulent, unlawful, or dishonest purpose.
• Create more than one account, or use multiple accounts, to earn rewards you would not otherwise be entitled to.
• Manipulate, game, or artificially inflate the points or rewards you earn.
• Connect a bank account that is not yours or that you are not entitled to connect.
• Scrape, copy, or harvest data from the app, or access it using automated tools without our permission.
• Interfere with, disrupt, probe, or attempt to gain unauthorised access to the app, our systems, or anyone else's account.
• Reverse engineer, tamper with, or misuse the app or any part of it.

If you break these rules, we may adjust or remove affected points, and we may suspend or close your account.

The Loyal app, website, and everything in them, including the software, design, text, graphics, and the Loyal name and brand, are owned by us or our licensors and are protected by intellectual property laws.

We give you a personal, limited, non-exclusive, non-transferable, revocable licence to use the app for its intended purpose while you comply with these terms. This licence does not let you copy, modify, distribute, sell, or create derivative works from any part of Loyal, or use our brand, without our prior written permission.

We work to keep Loyal available and running smoothly, but we provide the app on an as-is and as-available basis. We do not promise that it will always be available, uninterrupted, or error-free, and access may be affected by maintenance, updates, or matters outside our control, including the availability of Plaid, your bank, or a partner merchant.

We may add, change, suspend, or withdraw features, merchants, or parts of the service as the product develops. Where a change is significant, we will give you reasonable notice where we can. We are not liable to you for changes made in line with these terms.

You can stop using Loyal at any time by disconnecting your bank and deleting your account from Profile and then the Danger zone inside the app.

We may suspend or close your account if you break these terms, if we reasonably suspect fraud or misuse, or if we need to for legal or security reasons. Where it is reasonable and lawful to do so, we will let you know.

If your account is closed, your access to the app ends and any unredeemed points and rewards are forfeited, except where the law requires otherwise. Points and rewards have no cash value, so no payment is due to you when they are lost on closure. Any terms that by their nature should survive, such as those on intellectual property and liability, will continue to apply.

Loyal is a loyalty-rewards service, not a bank. We never move, hold, or store your money, and we do not provide any banking, payment, investment, or credit services.

Nothing in the app is financial, investment, tax, or legal advice, and you should not treat it as such. We simply read your transaction data, through Plaid, to match your spend to loyalty schemes. If you need advice about your finances, please speak to a suitably qualified professional. The bank connection itself is provided through Plaid, a third-party open banking provider.

To the fullest extent permitted by law, we provide Loyal without warranties of any kind, whether express or implied. We do not warrant that the app will meet your requirements, that spend matching will always be accurate or timely, or that any particular reward will be available.

This section does not exclude or limit anything that cannot lawfully be excluded or limited, and it does not affect your legal rights as a consumer, which apply alongside these terms.

Nothing in these terms excludes or limits our liability where it would be unlawful to do so. This includes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, and for anything else that cannot be excluded or limited under the law.

Subject to that, and to the extent permitted by law, we are not liable for loss or damage that is not reasonably foreseeable, for loss caused by an event outside our reasonable control, or for business losses, since Loyal is provided for personal use. We are also not responsible for the acts or omissions of independent third parties, including partner merchants, Plaid, or your bank, except as required by law.

Because points and rewards have no cash value, we are not liable to pay you any monetary amount for lost, expired, adjusted, or reversed points or rewards. Where we are liable to you, our total liability is limited to the extent permitted by law. Your legal rights as a consumer are not affected by this section.

We may update these terms from time to time, for example to reflect new features, new partners, or changes in the law. When we make a material change, we will update the date at the top of these terms and, where appropriate, let you know in the app or by email.

If you continue to use Loyal after an update takes effect, that update applies to you. If you do not agree with a change, you can stop using the app and close your account.

These terms, and any dispute arising out of or in connection with them or your use of Loyal, are governed by the laws of England and Wales.

If something goes wrong, please contact us first at hello@loyal.app, as we will always try to resolve things quickly and fairly. If we cannot resolve a dispute together, the courts of England and Wales will have jurisdiction, although if you live elsewhere in the United Kingdom you may also bring proceedings in your local courts. Nothing in this section takes away the consumer protection rights available to you under the law of the part of the UK where you live.

If you have any questions about these terms or about Loyal, or you need help with your account, please contact us at hello@loyal.app. We are always happy to hear from you and will do our best to help.