This policy covers everything you can buy in the loyl app: one-time reply packs and subscription plans. It forms part of our Terms of Use.
1All purchases are final
Once a payment goes through, it is not refunded, in full or in part. This includes:
- Replies you haven't used, including replies that expire unused at the end of a pack's validity or a subscription period.
- Time left in a subscription period after you cancel.
- Purchases made by mistake, or a plan you no longer want.
- Accounts you delete, or accounts suspended or terminated for breaking our Terms of Use or Community Guidelines.
The price, the number of replies, and how long they stay valid are shown in the app before you pay, so please check them before confirming.
2Billing errors
We will correct genuine billing errors. If you were charged twice for the same purchase, or charged but the replies were not added to your account, email us at hello@loyl.world within 7 days of the charge with:
- The email address or phone number on your loyl account.
- The payment ID or receipt, and the date and amount of the charge.
Once we confirm the error, we will either add the missing replies or refund the extra charge to the original payment method. Approved refunds are initiated within 7 working days, and usually reach your account within 5-7 working days after that, depending on your bank.
3Failed payments
If money leaves your account but the payment fails or is not confirmed, no replies are added, and the amount is reversed automatically by our payment provider, Razorpay, usually within 5-7 working days. If it hasn't come back after that, contact us with the details above.
4Purchases made through Apple
Purchases made on iPhone or iPad are billed by Apple to your Apple ID. We can't issue refunds for them. Refund requests are handled by Apple under its own policies at reportaproblem.apple.com. If Apple refunds a purchase, we may remove the replies it added that you haven't used yet.
5Cancelling a subscription
You can cancel a subscription at any time. Cancelling stops it from renewing. It does not end your current period early, and it does not refund it: your plan and its replies stay until the current period ends, and nothing more is charged after that.
On Android (Razorpay): in the loyl app, go to Profile > Top up, then tap Manage subscription and choose Cancel plan.
On iPhone or iPad (Apple): go to Settings > your name (Apple ID) > Subscriptions > loyl, and choose Cancel Subscription. Cancel at least 24 hours before the renewal date, or the next period may already be charged. You can also open this screen from Manage subscription in the app.
Uninstalling the app or deleting your account does not cancel a subscription. Cancel it first using the steps above.
6Renewals
Subscriptions renew automatically at the price shown at purchase until you cancel. Each renewal adds that plan's replies for the new period, and any replies left over from the previous period expire. A renewal charged before you cancelled is final and is not refunded.
7Chargebacks and disputes
Please contact us before raising a dispute with your bank, so we can fix any billing error quickly. If a payment is reversed through a chargeback or dispute, we may remove the replies it added and suspend paid features on the account until the matter is resolved.
8Changes to this policy
We may update this policy from time to time. Changes apply to purchases made after the updated policy is published, and material changes will be announced in the app.
9Contact
AI Novem Labs LLP
T11-18B Fairway East, M3M Golf Estate Phase 2, Sector 65, Gurugram, Haryana
Email: hello@loyl.world