Terms and Conditions

1. About these Terms

These Terms apply together with our Privacy Policy and any order form, quotation or agreement signed with LOYA. If a signed agreement conflicts with these Terms, the signed agreement prevails. People who take part in a programme or campaign that a Client runs on LOYA are also subject to that programme’s own terms, which the Client sets.

2. Definitions

• Services: the LOYA website, dashboard, APIs, mobile and point-of-sale apps and related support.
• Client: a company or organisation that has a workspace on LOYA.
• User: an individual who has an account and uses the Services on behalf of a Client.
• End User: a customer, member, lead, participant or other person whose data a Client manages in LOYA.
• Client Data: all data, content and files that a Client or its Users submit to, collect through or generate in the Services, including End User data.

3. The LOYA services

Depending on a Client’s plan and configuration, the Services may include:

• CRM: lead and customer management, lead capture forms and APIs, and pipeline and source reporting.
• Loyalty programmes: member registration, tiers, points, transactions, rewards, vouchers, redemptions and fulfilment.
• Campaigns: unique-code submissions, receipt upload and validation using optical character recognition and AI, doorprize draws, quizzes, leaderboards and campaign reporting.
• Engagement: email marketing, web chat and WhatsApp conversations with customers.
• Commerce: products, inventory, orders, point-of-sale and online payments.
• Field force: sampling activities, team scheduling, attendance with location and photos, field reports and payroll.
• Digital content: website pages, posts, media and sections managed from the dashboard.
• Tools: trackable QR codes, data imports and exports, and analytics dashboards.
• Administration: company workspaces, projects, roles and permissions, API tokens and subscription plans.

4. Accounts, companies and roles

• You must be at least 18 years old and provide accurate, current and complete information.
• We may require you to verify your email address before you can sign in.
• You are responsible for keeping your password secure and for all activity under your account. Tell us immediately if you suspect unauthorised use.
• Each Client has a company workspace. Users join a workspace with its company code and, where set, its company password. The Client must keep these confidential and is responsible for who it lets in.
• The Client’s owners and administrators control roles and permissions and may block Users. The Client is responsible for the actions of all of its Users.
• Accounts are personal. Do not share sign-in details or let others use your account.

5. Client Data and your responsibilities

• The Client owns its Client Data and is responsible for its accuracy, quality and legality.
• The Client is responsible for having a valid legal basis, including any required consent and notices, to collect End User data and to use it in LOYA, and for complying with Law No. 27 of 2022 on Personal Data Protection and other applicable laws.
• The Client must not upload data it is not permitted to share, including sensitive data such as identity numbers or bank details, unless it has a lawful reason and has told the people concerned.
• The Client should keep its own copies of important Client Data. Exports are available for many features in the dashboard.

6. Acceptable use

You must not:

• use the Services for anything unlawful, fraudulent, deceptive or harmful;
• send spam or messages to people who have not agreed to receive them;
• upload malicious code or content that infringes the rights of others or is offensive;
• try to bypass security, rate limits, CAPTCHA or plan limits, or access data or workspaces you are not authorised to access;
• probe, scan or test the vulnerability of the Services without our written permission;
• copy, resell, reverse engineer or build a competing product from the Services; or
• overload or interfere with the Services or other Clients’ use of them.

7. Messaging, campaigns and rewards

• The Client is responsible for the content of emails, chat and WhatsApp messages it sends through LOYA, for honouring opt-out requests, and for complying with the policies of the messaging channels it uses.
• The Client sets the rules, eligibility, prizes and terms of its programmes and campaigns, and is responsible for them toward End Users, including any permits or obligations relating to draws and prizes.
• Automated checks, such as receipt reading and fraud detection, help the Client review submissions but may make mistakes. The Client remains responsible for final decisions.
• Rewards such as mobile credit, e-wallet balance and vouchers may be delivered through third-party providers. Delivery can be delayed or fail for reasons outside our control.

8. API access and integrations

• API tokens are confidential. Keep them secure, do not share them publicly and tell us if a token may have been exposed so it can be replaced.
• API use is subject to rate limits and fair use, which we may adjust to protect the Services.
• When a Client connects LOYA to its own systems or a partner’s, such as a webhook or endpoint receiving campaign results, the Client is responsible for that destination and for having the right to send the data there.

9. Third-party services

Some features rely on third-party services, such as messaging, payment, email delivery, maps, AI and reward fulfilment providers. Your use of those features may also be subject to the third party’s terms. Where a Client supplies its own third-party account or API key, for example for AI processing or mobile credit, the Client is responsible for that account and its costs. We are not responsible for third-party services we do not control.

10. Plans, fees and payment

• Access to modules and usage limits depends on the Client’s subscription plan. If a limit is reached or a module is not included, the related features may be unavailable until the plan changes.
• Fees, billing periods and payment terms are set out in the Client’s order form or as agreed with its LOYA account manager. Unless stated otherwise, fees are in Indonesian Rupiah and exclude applicable taxes.
• Owners and administrators may change the plan. Plan changes take effect as described in the dashboard or the Client’s agreement.
• We may suspend the Services if fees remain unpaid after notice. Fees already paid are non-refundable unless agreed otherwise.
• Payments that End Users make to a Client through LOYA, for example at point of sale, are between the End User and the Client and are processed by our payment partner.

11. Intellectual property

LOYA and its licensors own the Services, including the software, design, trademarks and logos. We grant each Client a limited, non-exclusive, non-transferable right to use the Services during its subscription in line with these Terms. The Client keeps all rights in its Client Data and grants us the rights we need to host, process and display it to provide and improve the Services.

12. Feedback and contributions

If you send us suggestions or feedback, we may use them without obligation to you. Content you publish through LOYA’s digital content features remains yours, and you are responsible for having the rights to publish it.

13. Confidentiality

Each party will keep the other’s non-public information confidential and use it only for the purposes of these Terms, except where disclosure is required by law.

14. Privacy and data protection

We handle personal data as described in our Privacy Policy. For End User data, LOYA processes data on the Client’s instructions and applies appropriate security measures. A Client that needs a data processing agreement can request one from us.

15. Availability and changes

We work to keep the Services available and secure, but we do not guarantee uninterrupted or error-free operation. We may carry out maintenance, and we may add, change or remove features. Where a change materially reduces functionality a Client has paid for, we will give reasonable notice.

16. Suspension and termination

• We may suspend or terminate access, immediately where necessary, if these Terms are breached, if required by law, or to protect the Services, our Clients or End Users.
• A Client may stop using the Services in line with its agreement.
• After termination, the Client may request an export or deletion of its Client Data within a reasonable period. After that, we may delete it, except where the law requires us to keep it.

17. Disclaimers

Except as expressly stated in these Terms or a signed agreement, the Services are provided “as is” and “as available”, without warranties of any kind, express or implied, including fitness for a particular purpose. Reports, analytics and automated results are provided to support decisions, not to replace them.

18. Limitation of liability

To the extent permitted by law, LOYA is not liable for indirect, incidental, special or consequential damages, or for loss of profits, revenue, goodwill or data. Our total liability for any claim relating to the Services is limited to the fees the Client paid to LOYA in the three months before the event that gave rise to the claim. Nothing in these Terms limits liability that cannot be limited by law.

19. Indemnification

You agree to indemnify LOYA against claims, damages and costs arising from your breach of these Terms, from Client Data, or from programmes, campaigns and messages you run through the Services.

20. Governing law and disputes

These Terms are governed by the laws of the Republic of Indonesia. The parties will first try to resolve any dispute amicably through discussion. If a dispute is not resolved within 30 days, it will be submitted to the competent courts in Jakarta, Indonesia.

21. Changes to these Terms

We may update these Terms from time to time. We will post the new version on this page with an updated date and notify Users of material changes by email or in the dashboard. Continuing to use the Services after the change takes effect means you accept the updated Terms.

22. General

• You agree to receive notices and communications from us electronically.
• If any provision is found invalid, the rest of these Terms remain in effect.
• Failing to enforce a right is not a waiver of that right.
• You may not transfer your rights under these Terms without our consent.
• Neither party is liable for delays caused by events beyond its reasonable control.

23. Contact us

For questions about these Terms, contact: