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Terms and Conditions May Apply

Whenever you create loyalty rewards or offers, it’s important to be sure you also include the relevant terms and conditions. Whether it's to encourage fair use or protect your store, outline exactly how and when your rewards can be redeemed ensures that your rewards are used as you intend them to be used.
Make sure you keep terms and conditions brief and clear, that way they don’t look scary and can’t be misunderstood. Here’s some examples of Ts&Cs you may want to use.

Fair use

Terms and conditions that encourage fair use protect your store from any cheeky customers who might look to get more out of your store than their fair share.

Not available in conjunction with any other offer or reward - 
To avoid customers redeeming multiple offers at the same time, adding this simple line to your Ts&Cs makes it clear to customers and easy for staff to point out. You don’t want to put your staff in the awkward position of having to make this clear afterwards and frustrate your customers. This also means you can prevent rewards or offers being redeemed on sale items.

To achieve a goal

Ts&Cs can be used for marketing purposes to. If you want to achieve a specific goal with your reward or offer, you can specify rules of redemption. Here’s a couple of examples.

Offer available online only - Add this to your Ts&Cs if you want to encourage customers to shop online. Making your discounts only available online is a great way to introduce customers to your online store and its benefits - such as shopping out of hours.

Offer available in-store only - 
This is a good way to to encourage foot traffic in-store, and introduce your customers to more of your products, inspiring multiple purchases.

To protect yourself

Having conditions in place ensure that your rewards are being used correctly, by both your staff and customers. These simple phrases work to make sure you outline exactly how your rewards are meant to be used.

Offer may be subject to restrictions - If there are any restrictions around your reward gifts or discounts, for example ‘only available with orders over $200’, then you need to make sure that’s made clear to your customers too, so they know exactly what to expect when they walk into your store and head up to the counter.

We have the right to cancel or remove rewards  - If you are thinking you might change a reward, you might want to think about adding this quick line. But beware, it can look kind of negative. So try not to use it unless necessary.

TIP: Free items - When an item is labeled as free it has to be completely free. There can’t be any additional costs or conditions, unless you clearly state them first. If your customers think there’s a free gift waiting for them, you want to make sure you can deliver this, no strings attached.


It can take a while to get used to including T&Cs, so if you're not sure about something, check out what other retailers do and what kinds of Ts&Cs you notice on other stores' loyalty rewards and offers, this will help you know exactly what you need to do to practice ethically when you are running your loyalty program, having a sale, or discounting your goods.