Buyer guide · Program rules
Publish loyalty terms you can enforce at the counter.
Terms protect both sides when they match what staff and software do. Draft the rulebook from the configured program, put each rule where members already look, and plan changes before you need them.
- Member view
- Card Terms tab and offer details
- Source of truth
- Configured rules and limits
- Change policy
- Announce before you enforce
Short answer
Publish rules you can keep.
Write loyalty program terms from the rules the software enforces: who can join, what earns value, which purchases are excluded, when value expires, and how you correct mistakes, change the program, or close it. Reward Loyalty shows configured earning rules, limits, and validity to members on each card's Terms tab, on voucher details, and at pass sale, so the published text and the settings must agree. Keep the terms short and concrete, and get a legal review for your jurisdiction before launch.
Decision criteria
Decide the rulebook before the first dispute.
Eligibility, earning, exclusions, expiry, and change policy each need one published answer that matches the configured program.
What you publish
Cover eligibility, the earning rule, exclusions, redemption conditions, expiry, corrections, abuse, program changes, and closure. Every published sentence should point at a setting or a staff routine that makes it true.
Where members read it
The wallet shows configured rules per program: the Terms tab on points and stamp cards, voucher conditions, and pass terms at sale. Keep the complete terms document on one page you maintain and use the same link to it everywhere.
How changes happen
Decide notice and timing before you tighten thresholds, add exclusions, or shorten expiry. Earned balances are preserved when card rules change, and a sold pass keeps the terms captured at sale, so fair cut-over is about future earning.
The rulebook
Answer the questions a dispute would ask.
A customer with a complaint reads the terms once. Write each answer where they will look for it.
Eligibility and accounts
State who can join, one account per person, and whether anonymous joining is available. The program runs on member accounts, so the account rule is also the first fraud rule.
Earning and exclusions
Name the qualifying purchase, minimum spend, per-purchase limits, and what never earns. Configure the same numbers in the card rules so the Terms tab shows what the terms promise.
Rewards and redemption
State how a reward is claimed at the counter, whether staff confirm eligibility, any minimum purchase at redemption, and what happens when a reward product becomes unavailable.
Value lifetime
Publish points expiry, stamp inactivity clearing, pass validity, and voucher dates in the same words members see in the wallet. The expiry guide covers choosing the lifetime; the terms publish the choice.
Product surfaces
Put each rule where the wallet already shows it.
Few members open a legal page. The product puts program rules inside the card they hold.
Points cards
The Terms tab lists the card's configured earning rate, welcome bonus, points range, expiration policy, and any scheduled bonus-hour windows. Rules the settings cannot express, such as product exclusions, belong in the terms document you publish and reference.
Stamp cards
The Terms tab explains the qualifying purchase, stamp limits, validity, reward details, and program-specific rules. A program end date and inactivity clearing both display to members when configured.
Vouchers and passes
A voucher carries a public description with its conditions, and members see the full terms before claiming. A pass shows its uses, validity, and price at sale, and the member keeps those terms afterward.
Achievement promises
The wallet preview states each milestone's requirement, reward, validity, and availability, and the promise disappears when it can no longer be honored. Do not publish achievement terms the preview does not make.
Changes and closure
Change the program without breaking the promise.
Terms earn trust at two moments: when something goes wrong and when something changes.
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1
Version and date the terms
Keep one published version with a date. When the settings and the published text disagree, expect the generous reading to win the argument at the counter, so repair mismatches the day you find them.
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2
Give notice before tightening
Announce threshold increases, new exclusions, and expiry changes before they apply. Existing balances survive rule changes, so present the change as a change to future earning rather than a confiscation.
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3
Handle corrections in the open
State that staff can reverse mistaken transactions and that abuse can end participation. Reversals and awards appear in the audit history, which keeps a later dispute factual.
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4
Plan the closure clause
Reserve the right to end the program with stated notice, and say what happens to unredeemed value before the last day. The migration guide covers the operational side of winding a program down.
Product and operating limits
What the product does and does not publish.
- Reward Loyalty is not a legal service and ships no lawyer-approved terms template. Consumer, voucher, and promotion rules differ by jurisdiction, so a legal review of the final text is part of launching, not an optional extra.
- The wallet publishes configured rules and short program text. A complete terms document with liability, dispute, and governing-law clauses belongs on a page you maintain and link from your business presence.
- Published terms do not enforce themselves. Limits, expiry, and corrections hold only where the matching product settings exist and staff follow the routine the terms describe.
- Marketing consent is separate from program terms. Joining the program is not permission for promotional email; the email campaigns guide covers that boundary.
Implementation guides
Use current documentation for changing details.
Requirements, interfaces, settings, limits, and release behavior belong in the maintained product documentation.