# Terms & conditions Creating a comprehensive Terms & Conditions (T\&Cs) document for your loyalty program helps set clear expectations and protects both your organisation and your customers. Below is a detailed outline of key sections to include in your T\&Cs, ensuring they are robust and aligned with industry standards. *** ## Key terms to consider {% stepper %} {% step %} ### Definitions & eligibility * **Definitions:** Clearly define terms used throughout the document, such as “Loyalty Points,” “Rewards,” “Program,” and “Member.” * **Eligibility:** Outline who is eligible to join, ensuring participants meet legal age requirements and any program-specific criteria (e.g., residency, account registration). * **Geographical restrictions:** Specify any regional or country-specific restrictions for earning or redeeming rewards. {% endstep %} {% step %} ### Membership rules & usage * **Personal use only:** State that the loyalty program is intended for personal, non-commercial use and is not transferable. * **Membership termination:** Allow members to terminate their participation at any time, explaining that all unused points or rewards will be forfeited upon termination. * **Inactive accounts:** Specify that accounts inactive for a certain period (e.g., 12 months) may be closed, with any remaining points forfeited. * **Transferability:** Clarify that accounts, points, or rewards cannot be transferred to other individuals. * **Program misuse:** Clearly state that activities such as exploiting technical errors, submitting false claims, or engaging in any form of fraud are prohibited. * **Membership penalties:** Specify that members engaging in fraudulent behaviour may have their accounts suspended or terminated, with points or rewards forfeited. Legal action may be pursued in severe cases. * **System monitoring:** Highlight that your loyalty program actively monitors transactions, redemptions, and other program activities to detect and prevent fraud. {% endstep %} {% step %} ### Points accrual and usage * **Earning points:** Clearly explain how points can be earned (e.g., spend £1 to earn 1 point) and specify any excluded purchases or transactions (e.g., gift cards, taxes, shipping). * **Spending points:** Outline how points can be redeemed for rewards and specify any limits, such as: * Rewards may not be combined with other offers. * Rewards may expire after issuance. * **Program-specific exclusions:** List any exclusions or limitations specific to your program (e.g., excluded products or services). * **Points expiry:** State the expiration policy for points. Include any notification policy, such as sending reminders before expiry. * **Non-cash redemption:** Emphasise that points have no cash value and cannot be exchanged for money. Points are solely for use within the loyalty program. * **Rewards substitution:** Reserve the right to substitute rewards of equivalent value if an advertised reward becomes unavailable. * **Tax liability:** Notify users that they are responsible for any tax implications arising from earning or redeeming points. {% endstep %} {% step %} ### Program changes & termination * **Right to modify or terminate:** Reserve the right to make changes to the program at any time, including point accrual rates, redemption values, and eligibility criteria. * **Notice of changes:** Specify that participants will be notified of significant changes or program termination in advance. * **Force majeure:** Include a clause limiting liability for disruptions caused by events beyond your control (e.g., natural disasters, technical outages). {% endstep %} {% step %} ### Liability & third-party involvement * **Program liability:** State that the program is provided “as-is” and that your organisation is not liable for errors, omissions, or interruptions. * **Third-party terms:** Clarify that certain rewards or benefits (e.g., gift cards, affiliate offers) are subject to the terms and conditions of third-party providers. * **No guarantees:** Include a disclaimer that points, rewards, or affiliate revenues are subject to availability and not guaranteed. {% endstep %} {% step %} ### Customer support & dispute resolution * **Customer support:** Provide details on how users can contact support for issues or disputes related to the loyalty program. * **Dispute resolution:** Outline a clear process for resolving disputes, including timelines and escalation pathways. {% endstep %} {% step %} ### Receipt submissions (if applicable) * **Receipt rules:** If using the Receipts module to reward purchases based on receipt submission, include rules for those receipt submissions. For example: * Receipts must clearly show retailer name, items purchased, prices, total paid, and transaction date. * Submissions must be made within a specified timeframe (e.g., 14 days of purchase). * Receipts must be unaltered and not duplicated. * Fraudulent submissions will result in suspension or termination of membership. Legal action may be pursued in severe cases. {% endstep %} {% endstepper %} For more detail, refer to your legal team and examples of industry-standard T\&Cs. The below example set of T\&C's is included for reference of common points to consider. *** ## Example terms & conditions {% hint style="warning" %} The example below is for illustrative purposes only. It is a sample and should not be copied or used as-is or considered in any way comprehensive. Any clients using this as a reference are responsible for creating their own legal documentation and having them reviewed by their legal teams to ensure compliance with applicable laws and program requirements. {% endhint %} {% hint style="info" %} You can use a [markdown to rich text converter](https://www.switchlabs.dev/markdown-to-richtext) to convert this into a formatted document or HTML. {% endhint %} {% code overflow="wrap" %} ```markdown # Acme Rewards Program Terms & Conditions **Effective Date:** 01 Jan 2025 **Last Updated:** 01 Jan 2025 Welcome to Acme Rewards, the loyalty program operated by Acme Corp. ("we," "us," or "our"). By participating in Acme Rewards, you agree to these Terms & Conditions, which govern your membership and use of the program. Please read these terms carefully. For questions, contact us at **support@acmecorp.com** or **Acme Corp., 123 Acme St., Acme City, AC 12345**. --- ## 1. Definitions - **Acme Rewards Account:** The account created by a user to participate in the program. - **Points:** Loyalty currency earned through eligible activities. - **Rewards:** Benefits or discounts redeemable through accumulated points. - **Member:** An individual who has successfully joined Acme Rewards. --- ## 2. Eligibility ### 2.1 Eligibility Requirements Participation is open to individuals aged 18 or older. Membership is free and limited to one account per person. ### 2.2 Geographical Restrictions Acme Rewards is available only to residents of the United Kingdom. Points and rewards can only be earned and redeemed within the UK. --- ## 3. Membership Rules & Usage ### 3.1 Personal Use Only Membership is for personal, non-commercial use only. Accounts, points, and rewards are non-transferable. ### 3.2 Membership Termination Members may terminate their participation at any time. Unused points or rewards will be forfeited upon termination. ### 3.3 Inactive Accounts Accounts inactive for 12 months may be closed, with any remaining points forfeited. ### 3.4 Program Misuse Exploiting technical errors, submitting false claims, or engaging in fraudulent activities is strictly prohibited. ### 3.5 Membership Penalties Fraudulent behaviour may result in suspension or termination of the account, with all points forfeited. Severe cases may result in legal action. ### 3.6 System Monitoring We actively monitor transactions, redemptions, IP addresses, and other activities to detect and prevent fraud. --- ## 4. Points Accrual and Usage ### 4.1 Earning Points Points are earned on qualifying purchases at participating Acme Corp. stores and online. The standard rate is 1 point per £1 spent, excluding taxes, shipping, and discounts. ### 4.2 Spending Points Points can be redeemed for rewards at a rate of 100 points per £1. Rewards cannot be combined with other offers and may expire after issuance. ### 4.3 Program-Specific Exclusions Certain products, such as gift cards, taxes, and promotional items, are excluded from earning points. ### 4.4 Points Expiry Points expire 24 months from the date of earning if not redeemed. Notification of expiry will be sent 30 days prior. ### 4.5 Non-Cash Redemption Points have no cash value and cannot be exchanged for money. ### 4.6 Rewards Substitution We reserve the right to substitute rewards of equivalent value if an advertised reward becomes unavailable. ### 4.7 Tax Liability Members are responsible for any applicable tax liabilities arising from earning or redeeming points. --- ## 5. Program Changes & Termination ### 5.1 Right to Modify or Terminate We reserve the right to modify or terminate the program at any time. Participants will be notified of significant changes. ### 5.2 Force Majeure Acme Corp. is not liable for disruptions caused by events beyond its control, such as natural disasters or technical outages. --- ## 6. Liability & Third-Party Involvement ### 6.1 Program Liability Acme Rewards is provided "as-is." Acme Corp. is not liable for errors, omissions, or interruptions. ### 6.2 Third-Party Terms Certain rewards are subject to the terms of third-party providers. Acme Corp. is not responsible for their performance. ### 6.3 No Guarantees Points, rewards, and affiliate revenues are subject to availability and are not guaranteed. --- ## 7. Customer Support & Dispute Resolution ### 7.1 Customer Support For assistance with your account or questions about the program, contact us at **support@acmecorp.com**. ### 7.2 Dispute Resolution Disputes will be resolved in accordance with the laws of the United Kingdom. Escalation processes are outlined in our support documentation. --- ## 8. Privacy and Data Use Participation in Acme Rewards requires the collection and use of your personal data in line with our [Privacy Policy](#). --- ## 9. Receipt Submissions (if applicable) ### 9.1 Receipt Rules - Receipts must clearly show retailer name, items purchased, prices, total paid, and transaction date. - Submissions must be made within 14 days of the transaction. - Only original, unaltered receipts are accepted. ### 9.2 Review and Approval Receipts failing automated checks will undergo manual review and this may take up to 14 days. Approval or rejection decisions are final. ### 9.3 Fraudulent Submissions Fraudulent submissions will result in account suspension or termination. Severe cases may result in legal action. --- **Contact Information** **Acme Corp.** 123 Acme St. Acme City, AC 12345 **Email:** support@acmecorp.com **End of Document** ``` {% endcode %} --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://kbase.whitelabel-loyalty.com/product/launch-a-loyalty-program/loyalty-program-resources/terms-and-conditions.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.