FAQ
Questions, answered plainly
Everything people ask before signing, in the order they usually ask it.
About the service
How it works
What is theloyaltyapp.eu?
It is a service that gives a business its own branded loyalty app on Google Play and the Apple App Store, plus a web back office to run it, for a flat monthly subscription. The app carries your name, your logo and your rewards, not ours.
Do my customers download an app with my name on it?
Yes. The app is published under your brand, with your logo, colours, slogan and the name you choose for your points. It is not a shared multi-merchant rewards network.
Do I need a POS integration to make it work?
No. Points can be collected by scanning the receipt barcode or the member's own barcode, which works with the till you already have. POS and API integrations are available on the Premium and Dedicated plans and are quoted separately.
How do customers pay inside the app?
With Google Pay or Apple Pay. Payments are processed by Stripe and settle into your own bank account. theloyaltyapp.eu does not store or hold card data.
Which countries do you operate in?
The app is deployed in the United Arab Emirates, Greece and Cyprus, with offices in Dubai, Thessaloniki and Nicosia. Master agreements for further countries are under discussion.
Can I run an app for my staff instead of my customers?
Yes. The same platform runs employee apps with shifts, lunch ordering, tasks, attendance and employee-of-the-month recognition, and sales apps with CRM features for field teams.
Who owns the data?
You do. On the Dedicated plan the app runs on your own server and you retain full control of the data and any custom-developed features. Customer data is deleted within two days of cancellation, so export anything you want to keep before you leave.
What happens to my app if I cancel?
Access to the service and the software ends, and stored customer data is deleted within two days. Backing up your data before cancelling is your responsibility.
Subscriptions
Billing, setup and cancellation
What is the setup or configuration fee?
There is no setup fee on the Intro, Basic and Premium plans. The Dedicated plan carries a one-off setup cost of AED 8,000 because it runs on its own server.
How long does it take to design my app?
Your app is designed and created during the setup appointment itself. That appointment is one hour on the Intro and Basic plans, three hours on Premium and ten hours on Dedicated.
How long does it take to publish my app?
We submit your app within 2 to 3 days of finishing setup. After that the stores review it on their own schedule: Google usually takes 2 to 4 days and Apple 3 to 6 days when nothing is flagged.
How are the fees paid?
Monthly or annually, by wire transfer or credit card. Annual billing saves 40%.
What do I need to have ready for the setup?
The setup checklist we send you, and your data prepared against it: logo, slogan, product or service list, locations, and the rules you want your points to follow.
Can I cancel the subscription?
Yes, at any time. The subscription runs to the end of the period you have already paid for and then stops. There are no cash refunds for unused time.
Can I upgrade my subscription?
Yes, at any time. An upgrade pays the difference in setup cost between the two plans.
Do I get free upgrades?
Every plan receives security updates and standard feature upgrades. Some advanced new features are not available on every plan.
Can I buy extra training if I need it?
Yes. Additional training can be purchased on top of the hours included in your plan.
Next step
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