How refunds work

Quick soundbites on how refunds work on LoyalRate.

Before you request a refund

While we always recommend that you check the refund or cancellation terms on the Listing when you order, we operate under a “Be Nice” principle at LoyalRate. That means we always try our best to help and return to you what’s fair. We recognise that in dire situations of refund requests, all the other marketing stuff we do to cultivate our best image is secondary. What’s right in front of you in a time of need like this is what you will remember about us. If the request is reasonable, we will grant it, even if that means we will have to take the hit ourselves. Because the relationship we have with you is more important than any short-term economic gains, and we work hard to make sure you feel that, and understand we genuinely mean that.

Refunds for unavailable shops

If your shop of choice is closed or not available for you to redeem your deal, you will get a full refund to the original method of payment.

Change of mind guarantee

We offer a ‘change of mind’ guarantee from the time of purchase up to before you redeem your deal for the first time. If you change your mind, we will give you a 100% refund to the original payment method, subject to the Partner cancellation policy below.

Partner cancellation policy

If you have made a booking to come in to redeem your deal (e.g. haircut or salon appointment), some of our Partners have their booking cancellation policy. These policies are usually stated on the listings when you purchase. For example, some may state that no bookings can be cancelled within a specific period leading up to the date of your appointment i.e. 24hrs, 48hrs or 72hrs before the appointment.
A policy of 24hrs means no booking can be cancelled within the 24hrs leading up to the time of your appointment. In order to get a refund, please first make a request for appointment cancellation within the Partner, and contact us with the details of your order for us to assist you further for a full or partial refund depending on circumstances.

LoyalRate gift cards and credits

LoyalRate offers a 14 working day ‘change of mind’ guarantee, which begins the day after purchase. If you change your mind, we will give you a 100% refund to the original payment method. A LoyalRate Gift Card cannot be refunded once redeemed.
After 14 working days: we offer a credit note to the full value of the gift card or credits (with 6-month expiry).
After 12 months: LoyalRate Gift Cards are valid for 12 months from the date of purchase. LoyalRate Gift Cards cannot be redeemed once the expiry date has passed.

Refunds for partially redeemed deals, money-back guarantee

If after you’ve redeemed your deal and you are dissatisfied with the quality of goods or services from our Partner, you can request a pro-rated refund for the rest of the order within 7 days from the last redemption.


    Raise a refund request?

    Find the instructions in help articles, or talk to us live and we’d guide you.