Loyale Refund & Cancellation Policy

Last updated: 5 November 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 of Use 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. Who refunds you

If you pay the merchant at the counter, by card, BenefitPay or cash, a refund for that order is given by that merchant, under their own returns policy and under Bahraini consumer law. Loyale did not receive the payment and cannot return it.

If you pay in the app, section 4 applies.

2. Cancelling an order

Before the merchant accepts it, an order can be cancelled at no cost — with the cancel button in the app, where your version of the app has one, or by telling the merchant or contacting us on WhatsApp +973 3933 1996, and we will ask them to cancel it on your behalf. Nothing has been charged, so there is nothing to refund.

After the merchant accepts it, you can still cancel with the cancel button in the app until the merchant starts preparing it, as long as you have not paid. After that, or once you have paid, 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 info@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. Orders paid in the app

• You pay in the app after the merchant accepts your order, within the time the app shows, or the order is cancelled. Where the merchant lets you choose, you pay in the app or in person. Payment goes through our payment processor, Tap Payments; Loyale never receives your full card number or security code.
• Loyale takes your payment for the merchant, as its agent. The merchant is still the seller, and the order shows under its name. Once you have paid in the app, you owe the merchant nothing more for that order.
• An extra charge can be added only if the merchant proposes it before accepting, for an extra you asked for, and you approve it in the app. It is paid once, with the order.
• If the merchant rejects or cancels your order, you are refunded in full, automatically. You do not need to ask.
• Once you have paid, only the merchant can cancel the order. Ask them, or contact us and we will ask on your behalf. If it is cancelled, you are refunded in full, automatically.
• If you do not collect a paid pick-up or drive-through order within 60 minutes of it being marked ready, and the merchant has tried to reach you, the merchant may mark it completed. It then counts as collected and is not refunded.
• If something is wrong with an order you have paid for, raise it with the merchant or with us. We refund it for the merchant where the merchant agrees, or where you are entitled to it under consumer law or this policy.
• Refunds go back to the card or payment method 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, and card fees are never charged to you.

5. Stamps and credit on a refunded order

If an order is cancelled before it is completed, it earns nothing — stamps and credit are only given at the moment the merchant marks the order completed. Any reward you had put towards that order is released straight back to you, and nothing is recorded in your history.

If an order is refunded after it was completed, we do not take the stamps or credit back.

Stamps and credit are never refunded as money. They cannot be exchanged for money, and we will not buy them back. Section 4 of the Terms of Use sets out their limits in full, and it is worth reading.

If you redeemed stamps or credit 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.

Loyale Streak rewards are different. If an order you used one on is cancelled or refunded in full, it comes back to you until its original date. If only part of the order is refunded, what you paid is refunded first. Section 7 of the Terms of Use sets this out.

6. Things that are not refundable

• Stamps and credit, 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 info@loyaleapp.co or message +973 3933 1996 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. 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 info@loyaleapp.co · WhatsApp +973 3933 1996