1. Scope and order-specific terms
These terms apply to fees for WOW Rewards & Loyalty business services. Your proposal or order form states the plan, venues, currency, billing period, minimum term, setup/custom work and included usage. If an order conflicts with these terms, the signed order controls for that point.
2. Prices, VAT and pass-through costs
Prices are in pounds sterling unless stated otherwise and exclude VAT and other applicable taxes unless explicitly shown as inclusive. You must pay applicable tax. Third-party messaging, print, postage, advertising, payment processing, hardware, domain, premium integration or other usage charges are excluded unless listed. We may require approval or prepayment before incurring pass-through costs.
3. Setup, onboarding and custom work
Setup fees cover reserved capacity and work such as discovery, strategy, configuration, creative, integrations, data preparation, training and launch. They are invoiced as stated in the order, commonly on acceptance, and are non-refundable once work has started except where we fail to provide the paid work and do not cure within a reasonable period. Scope changes and client-caused rework may be quoted separately. Delayed client inputs do not pause committed setup fees.
4. Subscription start, term and renewal
The subscription begins on the date in the order, which may be acceptance, access provision or launch. A monthly subscription renews each month; an annual subscription renews each year; another term follows the order. If a minimum term applies, ordinary cancellation takes effect no earlier than its end. After the minimum term, the service renews for the stated period until cancelled with the required notice.
Any free or discounted trial will state its duration, included features and conversion date. Unless the order says otherwise, paid billing begins automatically at the end of a trial that required payment details, and cancellation must be received before that conversion date.
5. Payment authorisation and failed payment
You authorise charges to the agreed payment method on each due date and must keep billing details current. Invoices are due within the period shown. If payment fails or is late, we may retry, contact you, charge lawful recovery costs and statutory interest, restrict new work or suspend service after reasonable notice. You remain responsible for fees during a suspension caused by your breach. Tell us promptly about a genuine billing error.
6. Price and plan changes
We may change recurring prices at renewal by giving at least 30 days’ notice, unless a supplier, tax or usage change requires a different adjustment permitted by the order. If a material increase takes effect before the end of a committed term and is not caused by your usage, tax or requested scope, you may cancel the affected service before the increase date without an early termination charge. Continued use after the effective date accepts the new price.
7. How to cancel
Send cancellation through the contact form from an authorised business contact. Select “Existing-client support” and identify the business, service and requested end date. We will acknowledge the effective date. Unless the order says otherwise: monthly rolling services require notice before the next renewal date and end at that renewal; annual or minimum-term services run to the term end and should be cancelled at least 30 days before renewal; notice received after the cut-off applies to the following renewal.
Stopping use, deleting a card, cancelling a direct debit or removing a payment method does not cancel the contract. Business contracts do not normally have the statutory 14-day consumer cooling-off right. Where you are legally a consumer, mandatory cancellation rights take priority.
8. Refunds and credits
Except where law or the signed order requires otherwise, paid subscription periods, completed setup, custom work, purchased usage, print and third-party costs are non-refundable. We will provide an appropriate refund or credit where we charged in error, took payment after a properly effective cancellation, or permanently failed to provide a material paid service and did not cure it within a reasonable period. Refunds are returned to the original payment method where practicable.
We do not refund for unused time after a client’s early cancellation, low campaign results, device incompatibility disclosed in documentation, third-party policy action, client delay, missing permission, staff non-adoption or unavailable rewards. At our discretion, we may offer a service credit; a goodwill credit does not admit liability or change future terms.
9. Suspension, overages and plan limits
Plans may limit cards, locations, users, messages, games, campaigns, contacts, storage or support. We will normally notify you before a material overage and may charge the agreed rate, ask you to upgrade or limit additional usage. We may suspend for serious non-payment, fraud, security risk or unlawful/policy-breaching use. Suspension does not remove accrued payment obligations.
10. What happens when service ends
Access and active campaigns may stop on the effective end date. Before then, request any included export. Export format depends on the service and data role; bespoke migration or clean-up may be chargeable. We delete or return client personal data according to the data-processing agreement, legal retention needs and backup cycles. Customer wallet cards, messages, links, QR materials or integrations may no longer function, so the client must plan customer communications and redemption obligations.
11. Customer rewards, third parties and chargebacks
The client funds and honours its customer rewards, refunds and promotional obligations. Ending our subscription does not cancel rewards already promised to customers. Third-party charges already incurred are not recoverable merely because a campaign changes. If you dispute a payment, contact us first so we can investigate. An unjustified chargeback may lead to suspension and recovery of reasonable bank and administration costs.
12. Billing questions and disputes
Use the contact form within 30 days of the invoice or charge, select “Existing-client support” and explain the disputed item. Pay undisputed amounts on time. We will review records and respond reasonably. The liability, governing law and dispute terms in our Website & Service Terms also apply.