Loyale Refund and Cancellation Policy

Last updated: 28 September 2026

What this policy covers

Loyale is operated by Loyale Programming and Graphic Design W.L.L, registered in the Kingdom of Bahrain under Commercial Registration number 135962-1.

This policy explains when money comes back, and who gives it back, for anything you do through the Loyale app. It sits alongside the Terms and Conditions and the Privacy Policy.

Nothing in this policy costs you a fee. Loyale charges no cancellation fee, administration fee or processing charge on a refund.

1. The position today

Loyale does not take payment from you. Where the app lets you place an order at a merchant, you pay that merchant at the counter in the ordinary way — by card, BenefitPay or cash, directly to them.

That means that today, a refund for an order is given by the merchant who took your money, under their own returns policy and under Bahraini consumer law. Loyale did not receive the payment and cannot return it.

In-app payment is being built and is not live. Section 4 sets out what will happen when it is switched on. We will update this policy and tell you before that happens.

2. Cancelling an order

Before the merchant accepts it, you can cancel an order in the app at no cost.

After the merchant accepts it, they may already have started preparing it. Whether it can still be cancelled is the merchant's decision. Ask them directly, or contact us and we will ask on your behalf.

A merchant can also cancel — if an item is unavailable, if the branch is closing, or if they cannot fulfil the order. You are told in the app when that happens. If you had already paid, the merchant refunds you in full.

3. When something is wrong with an order

Your contract for the goods is with the merchant, so the merchant is responsible for what they supply — its quality, its accuracy and its safety.

If your order is wrong, missing items, or not of satisfactory quality, raise it with the merchant first. They can usually put it right on the spot.

If they do not put it right, tell us at founder@loyaleapp.co. We will take it up with them on your behalf. We cannot force a merchant to refund you, and we will not pretend otherwise — but a merchant's participation in Loyale depends on treating customers properly, and we take it seriously when they do not.

Your rights under the Consumer Protection Law (Law No. 35 of 2012) apply to your purchase from the merchant, and nothing in this policy reduces them.

4. When in-app payment is switched on

This section describes how the system is built to work. It is not live yet.

When in-app payment is available:

• Payment will be taken at the time you place the order, through our payment processor, Tap Payments. Loyale never sees or stores your card details.
• If the merchant rejects or cancels your order, you are refunded in full, automatically. You do not need to ask.
• If you cancel before the merchant accepts, you are refunded in full, automatically.
• If something is wrong with an order you have paid for, raise it with the merchant or with us. Where a refund is agreed, we will process it.
• Refunds go back to the card you paid with, never to a different card or account, and never as cash or credit unless you ask for that and we agree.
• How long it takes. We initiate a refund as soon as it is agreed. How long it takes to appear on your statement is decided by your bank or card issuer, not by us — commonly several business days. If it has been more than fifteen business days, tell us and we will chase it with Tap Payments.
• We deduct nothing. You get back what you paid.

5. Points and stamps on a refunded order

If an order is refunded, any points or stamps it earned are reversed. A reward cannot be kept for a purchase that was undone. You will see the adjustment in your history.

Points and stamps are never refunded as money. They have no cash value, cannot be exchanged for money, and we will not buy them back. Section 4 of the Terms and Conditions sets out their limits in full, and it is worth reading.

If you redeemed points or stamps on an order that is then refunded, we will restore what you redeemed wherever we can. Where a reward has already been consumed, it cannot be restored.

6. Things that are not refundable

• Points and stamps, for money — see above.
• A reward already given and consumed.
• A change of mind on food or drink already prepared, unless the merchant agrees.
• Goods that cannot be returned by law or for reasons of hygiene or perishability, unless they were faulty or not as described.

7. How to ask

Write to founder@loyaleapp.co or message +973 6665 9995 on WhatsApp, and tell us:

• which merchant and which branch;
• the date and roughly the time;
• what went wrong, and what you would like done.

A person reads it. We will acknowledge within two business days and come back to you with an answer, and a reason, within ten business days. If we need something from you, we will ask once and clearly.

8. If you disagree with the outcome

Tell us and we will look again. A different person will review it.

Your statutory rights are untouched. Nothing in this policy limits any right you have under the Consumer Protection Law (Law No. 35 of 2012) or any other law of the Kingdom of Bahrain. Where this policy and the law disagree, the law wins. You may also complain to the Consumer Protection Directorate at the Ministry of Industry and Commerce.

Your card issuer. Where you paid by card, you can raise a dispute with your bank. We would rather you came to us first — we can usually settle it faster — but it is your right.

Law and jurisdiction. This policy is governed by the laws of the Kingdom of Bahrain, and the courts of Bahrain have jurisdiction.

9. Changes

We will change this policy as Loyale changes — in particular before in-app payment is switched on. The date at the top always reflects the current version. A change never applies retrospectively to an order already placed.

Contact

Loyale Programming and Graphic Design W.L.L

Commercial Registration 135962-1, Kingdom of Bahrain

founder@loyaleapp.co · WhatsApp +973 6665 9995