- 31-Aug-2025
- Transportation and Traffic Laws
Loyalty programs incentivize repeat business by rewarding customers with points or benefits. In India, while not governed by a specific law exclusively for loyalty programs, they are regulated under a combination of consumer protection laws, RBI guidelines, and advertising standards to ensure fairness and prevent misuse.
Loyalty programs fall under the ambit of consumer protection, ensuring transparency in terms, redemption policies, and preventing deceptive practices.
Some loyalty points systems qualify as prepaid payment instruments under RBI rules if points can be converted into monetary value or used like currency.
ASCI guidelines require truthful advertising of loyalty programs without misleading claims about rewards or benefits.
Collection and use of consumer data in loyalty programs must comply with the IT Act and proposed data protection laws to protect user privacy.
Programs must clearly disclose terms, validity of points, expiry policies, and process for redemption.
Practices such as sudden cancellation of points, hidden charges, or non-redemption without notice may be challenged under unfair trade practices laws.
Clearly communicate the rules and expiry of loyalty points.
Ensure easy access to point balances and redemption options.
Avoid sudden changes to program terms without notice.
Consumers should read all terms and keep records of points earned and redeemed.
A customer accumulates points on a retail loyalty program but finds the points expired without prior notice.
Contact the company’s customer service for clarification and redressal.
File a complaint with the consumer forum if the issue remains unresolved.
Cite Consumer Protection Act provisions against unfair trade practices.
Seek compensation or reinstatement of points where justified.
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