What is LoyaltySurf's Payment and Refund Policy?

Subscription

LoyaltySurf is a self-service software subscription-based platform. We provide various plan options to choose from and you may proceed with a particular subscription plan that is suitable for your needs. For full details on our current pricing plans, please see our pricing page. Your chosen plan is billed on an annual basis, in the duration and amount based on the particular subscription plan chosen by you. You explicitly agree to pay the fees for the subscription plan opted by you through the LoyaltySurf platform and you authorize LoyaltySurf to charge the payment method you have on file in your account settings page.

Credit cards are processed via our third-party payment provider: Stripe. LoyaltySurf does not store any sensitive payment information and is not liable for any unauthorized use, fraud, payment refunds, lost amount, etc.

Transferring Account Ownership

LoyaltySurf account ownership is tied to the email address associated with the account administrator. Only the account administrator is able to initiate cancellations, access billing details, or facilitate changes to account ownership.

If the entity to whom you would like to transfer account ownership is already a Team Member on your account, then they will need to log into their account to modify their existing email address in the account settings page to any value other than their email address (e.g, [email protected]). Then click the Save Changes button and follow the instructions below.

To transfer account ownership, please perform the following steps:

Go to your settings page and scroll to the Account section
Enter the Email address, First and Last Name, and Company details for the entity or person to whom you would like to transfer ownership and click the Save Changes button.
Enter your password to confirm and continue.
The account ownership transfer is complete.

It is the responsibility of the account administrator to transfer account ownership prior to departure from an organization. LoyaltySurf is not liable for incurred transactions as a result of failure to comply with the aforementioned transfer of account ownership procedure. Except in the case of extreme circumstances, such as death, LoyaltySurf cannot perform account transfers on behalf of an account administrator.

Customer-initiated Cancellations

You may upgrade or downgrade your plan at any time in your LoyaltySurf account page. When you cancel your subscription, the cancellation will occur at the end of the current invoice period (e.g., your next billing date) and you may continue to access the system with all current plan subscription features enabled until the cancellation becomes effective.

To cancel your paid plan, please perform the following steps:

Go to your settings page and scroll to the Plan and Usage section
Click the Change button
At the bottom of the popup window, click on the Downgrade to our Free Plan link

If you are downgrading to the Free Plan and would like to prevent further charges from recurring, please ensure that you remove all methods of payment or ensure that Enable auto-upgrade is disabled from your settings page.

LoyaltySurf is not liable for incurred transactions as a result of failure to comply with the aforementioned procedure.

Refunds

If you would like to request a refund, you must reach out to LoyaltySurf support through email support or live chat no later than thirty days from the last date of payment. The maximum allowed refund amount is equal to seventy five percent of the value of your last LoyaltySurf subscription charge. LoyaltySurf will not process any refund requests for transactions that are older than thirty days.

Please note that upon processing a refund, your LoyaltySurf account will be deactivated and access to the platform will be suspended. This policy helps us maintain platform integrity and ensure quality service for all users.

We attempt to process and complete refund requests within 24 hours from the time of receiving the refund request, however, in case there is a delay in refund beyond the period of 72 hours, then you may notify us via email at [email protected]. The refund process may include a follow-up email that will require you to provide pertinent information so that we can process your request.

Once a refund is processed, it may take up to 5-10 business days for your bank statement to accurately reflect the refund.

LoyaltySurf is not liable for any errors, including incorrect reward amounts, resulting from software bugs, integration issues, human errors, or any other causes. This includes, but is not limited to, errors in data entry, configuration mistakes, or misinterpretation of instructions. We will not refund or compensate for any incorrect amounts sent to participants due to such issues, regardless of their origin.

Delinquent payments

We may terminate your LoyaltySurf account and subscription if the membership is not paid for in a timely manner. We use third-party service providers like Stripe and ProfitWell to provide notices of delinquent payments. We provide a grace period and will send formal notices via email about your delinquent account status before automatically canceling your LoyaltySurf account.