Refund Policy — LoyalTrak

LoyalTrak Subscription — 30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee on the first purchase for every new LoyalTrak account — a subscription or LoyalPak. If you're not satisfied with LoyalTrak within the first 30 days of that purchase, contact us for a full refund — no questions asked. The guarantee applies once per business. When we issue a guarantee refund, your subscription ends and your account is treated as cancelled under our Terms of Service Section 11.

To request a refund within the 30-day window:

Email support@loyaltrak.com with the subject line "Refund Request"
Include the email address associated with your account
We will process your refund within 5 business days
Refunds are returned to the original payment method via Stripe

After the 30-Day Window — No Refunds

After the initial 30-day period, all LoyalTrak payments are non-refundable, except where a refund is required by law.

Monthly plans — no refund for the current billing period. You retain full access through the end of the period you paid for. Cancel anytime by emailing support@loyaltrak.com.
Annual plans — no prorated refunds for unused months. If you cancel an annual plan after the 30-day window, you retain access through the end of your annual period but will not receive a refund for remaining months.
LoyalPak — non-refundable after 30 days regardless of whether the 90-day selling window has been used.

After cancellation, your account data is retained and never deleted (except where deletion is required by law), and you can still sign in to redeem your customers' existing passes. See our Terms of Service Section 11 for full details.

LoyalPak One-Time Purchase

LoyalPak is a one-time purchase that grants a 90-day selling window. It is eligible for the 30-day money-back guarantee. After 30 days, LoyalPak purchases are non-refundable.

Plan Upgrades and Downgrades

Upgrades (for example, Loyalty to Starter, Starter to Pro, or monthly to annual) are made from your Billing page and take effect immediately. Stripe charges the prorated difference at the time of the upgrade. Upgrade charges are non-refundable, except as part of a full refund under the 30-day money-back guarantee for a new account.

Downgrades are requested by emailing support@loyaltrak.com and take effect at the end of your current billing period. No partial refunds are issued for downgrades.

Accounts Terminated for Violations

The 30-day money-back guarantee does not apply to accounts suspended or terminated for violating our Terms of Service or Acceptable Use Policy, except where a refund is required by law.

Pass Refunds to Your Customers

LoyalTrak cannot issue refunds to your customers for pass purchases. When a customer buys a pass from your business, the payment goes directly to your Stripe account. Only you can issue refunds to your customers through your Stripe dashboard.

You are responsible for establishing and clearly communicating your own refund policy to your customers, and for any refunds required by law. LoyalTrak is a technology platform and is not a party to the transaction between you and your customers.

Contact

For refund requests or billing questions, contact us at support@loyaltrak.com. We typically respond within 1 business day.