Terms of use, customers

These terms are the customer's: the person who collects stamps at shops and receives rewards, with the Fideloop app or, failing that, in the customer space on this website. Merchants have terms of their own.

They form the agreement between you and Altis Koten SRL. They are accepted at the moment you create an account or collect your first stamp, and you may end them at any time by deleting your account.

A poster in the shop signs you up to its loyalty programme. To receive a stamp, you have nothing to scan: you hold your phone to the shop's contactless card, or you show your code in the Stamp tab and the shop scans it with its own app, Fideloop Pro. That code changes every thirty seconds, shows even without a network and serves only once.

Without the app, you can show the same code from the customer space on this website, once signed in to your account, and the shop can also scan it from its browser. On the website, the code needs a network, and the contactless card, notifications, Discovery and the contest stay in the app.

When your card is full, the reward is handed to you on your next visit: that visit uses up the full card and opens the next one with a stamp already on it. Nothing is lost in between.

You can create an account with Apple, with Google or with a code received by email. An account lets you find your cards again on a new phone and open them in the customer space on this website, where you sign in with a code received by email.

One account per person. You answer for access to the address and to the Apple or Google accounts you link to it.

The app works without an account: your cards then live on your phone, and we know nothing about you.

Two consequences, worth knowing beforehand: a device without an account receives 3 stamps at most, and if you lose that phone, you lose those cards. As soon as you sign in, everything that was on the device joins your account.

This is not possible on the website: its customer space requires an account from the first stamp, because cards kept by the browser would vanish with its data.

A stamp is given when the shop's team scans your code, or when you tap its contactless card. There is no other route in this version.

A merchant can correct a stamp given by mistake from their space. A correction is recorded, it cannot take back a reward already handed over, and it is not made without a reason.

The reward is promised and handed over by the merchant, in their shop, under the rules they have set. Fideloop keeps the count and provides nothing else: neither the reward, nor its value, nor its availability.

A merchant may change the number of stamps or the wording of their reward. A card already begun keeps the rules it started under.

The Contest tab hosts the Fideloop contest: free contests, with no purchase necessary, open to people aged at least 18 who have a Fideloop account and live in one of the countries where the contest runs: Belgium, France. Partner merchants and the members of their team cannot take part in the contest. Taking part means answering a question about the partner shops, whose answer is found in the app, or about the contest's region. The winners are drawn at random among the correct answers only and receive a voucher to spend at a partner shop. The voucher is paid for by Altis Koten SRL, not by the merchant.

The contest is governed by its official rules, which you read free of charge in the app from the Contest tab, before playing as well as after. Those rules form part of these terms. For everything that concerns the contest, they are what applies, and they prevail over these terms in case of conflict.

Apple and Google are not sponsors of the contest and are not involved in it in any way.

Your code is shown in person, from your phone. Passing it to someone else, trying to reproduce it, having a shop's contactless card read without being there or automating stamps is not loyalty.

An account used in this way may have its stamps corrected by the merchant and, if it happens again, be suspended. You keep in every case the right to ask for a copy of your data and for its deletion.

What you read about a shop, its name, its description, its address or its reward, is written by its merchant, not by us. If some content seems offensive, misleading or fraudulent to you, or if a shop has closed, you can report it to us from the app, or by writing to hello@fideloop.app. Every report is read by a person on our team.

Fideloop may suspend a shop whose content is unlawful, hateful, misleading or offensive, or which breaks its terms. A suspended shop disappears from the app and no stamp can be given there any more, but your cards and stamps at that shop are kept, and restoring the shop brings them back as they were.

Notifications are optional and off by default. You choose to receive them, topic by topic, your cards, the contest and Discovery, and you switch them off whenever you want from Profile, then Notifications.

We use them to tell you that a reward is waiting for you, that a card is about to close, that a contest is about to close, what your result is or that a voucher is about to expire, never to sell you something.

Discovery points out a partner shop near you where you do not have a card yet. It is an optional feature, off until you turn it on, and the screen that offers it explains what it does before asking for your location.

Turning it down closes nothing else: your cards, your stamps and your rewards work exactly the same.

Nothing. The app and the customer space on the website are free for the customer, with no in-app purchase, no subscription and no advertising. We ask you for no means of payment, and no reward can be cashed in with us.

We do our best to keep the service reachable, without promising that it always will be. An outage at the counter does not cancel your visit: the merchant serves you, and the stamp is caught up afterwards.

We may change the app, and withdraw a feature that does not keep its promises. When a change takes away something that matters, we tell you in the app.

A merchant can close their shop on Fideloop. It stops being a partner at once, and this cannot be undone: no stamp can be given there any more, and thirty days later its open cards, yours included and full ones included, are archived.

We can neither prevent it, nor restore a card lost in this way, nor guarantee you the reward that was waiting: it remains owed by the merchant, in their shop, and it is them you should ask.

What we process, why, on which legal basis and for how long is written in the privacy policy, which forms part of these terms.

In two sentences: we process strictly what your cards need, we sell nothing, and a merchant sees neither your name, nor your address, nor the other shops where you hold a card.

You leave whenever you want. From the app: Profile, then Delete my account. Without the app: the deletion page on this site, which checks your address with a six digit code.

Deletion is scheduled thirty days ahead and can be cancelled until the last of them. You can receive a copy of your data before you go. Uninstalling the app does not delete the account: only deletion does.

The app, its name, its logo and its interfaces remain the property of Altis Koten SRL. You receive a personal, free and revocable right to use them as intended.

Shop names and logos belong to their merchants and are displayed with their agreement.

Fideloop answers for how its app works. It does not answer for the reward a merchant promised, for the closure of a shop, nor for the quality of what you buy there.

No limitation of liability applies in cases of gross negligence, wilful misconduct or personal injury, nor to anything consumer law makes mandatory.

These terms may change. A significant change is announced in the app, and by email if you have an account, at least thirty days before it takes effect.

If the change does not suit you, you may delete your account during that period, at no cost.

These terms are governed by Belgian law.

If you are a consumer resident in another country of the European Union, you keep the benefit of the mandatory provisions of your country of residence, and you may bring proceedings before the courts of your domicile.

Altis Koten SRL, Traverse d'Esope 6, 1348 Ottignies-Louvain-la-Neuve, Belgique, company number BE 1037.896.832. By email: hello@fideloop.app.