Terms of Service

These Terms of Service (the "Terms") govern your access to and use of Retriever, a digital loyalty platform operated by Retriever Labs ("we", "us", "our"), available at retrieverlabs.net (the "Service"). By creating an account or using the Service, you agree to these Terms. If you do not agree, do not use the Service.

Retriever lets cafés offer digital loyalty cards in Apple Wallet and Google Wallet. Customers join a café's program and collect points or stamps that the café's team awards and redeems. Pro Max adds branches, branch posters, managers, team-member scanner access and branch-level reporting. Customers keep one brand-wide wallet pass and one shared balance across that café brand. We provide and maintain the platform; you operate your own loyalty program on it and decide how it runs.

You must be at least 18 years old and operating a genuine business to create an owner account. You are responsible for the accuracy of your account, café, branch and billing details, for keeping your login secure, and for all activity under your account, including any managers or team members you invite. You are responsible for assigning the right branch access to your team and removing access when someone leaves. Tell us promptly if you suspect unauthorised use of your account.

Retriever is currently priced and sold in Nepal with local billing. Plans are billed monthly unless we agree a different prepaid period with you. Payment may be handled by eSewa, Khalti, cash, bank transfer, a promo code, or another local method we confirm with you. Your dashboard may show plan status, local billing status, promo-code activation and renewal dates, but final payment confirmation may happen directly with Retriever Labs. Promo codes and free-month offers, including COFFEE, are promotional credits, not cash. The COFFEE offer ends on July 31, 2026. Promo offers apply only to eligible café accounts, cannot be transferred or redeemed for money, and may be changed, paused, or withdrawn if abused or if an account is not a genuine café business. Unless we confirm otherwise, paid billing starts only after the promo period ends and after we agree the payment method with you. You can ask to cancel from Account → Contact us or by emailing us; cancellation normally takes effect at the end of the current paid period. Except where the law requires otherwise, fees already paid are non-refundable. Plan limits, branch limits, prices and included features may change on reasonable notice.

You agree not to use the Service unlawfully or to send spam or misleading messages; to upload content you do not have the right to use; to infringe anyone's rights; to attempt to breach security, scrape, reverse engineer, or disrupt the Service; or to resell or provide the Service to third parties other than your own customers. You are responsible for the messages you broadcast to your members and for ensuring they comply with all applicable laws, including spam and privacy laws.

You are responsible for the information about your customers that you collect through the Service, including having a lawful basis to collect it, to operate your loyalty program, and to send wallet announcements. We process that information to provide the Service, as described in our Privacy Policy. Branches affect operations, access and analytics, not the customer's loyalty ownership: customers keep one balance across your brand. You must not collect more information than you need, or use it for purposes your customers would not reasonably expect.

We and our licensors own the platform, software, templates, screenshots, documentation and branding. We grant you a limited, non-exclusive, non-transferable right to use the Service while your account is active. You keep ownership of your own content, such as your café name, branch names, logo, card design, poster reward text and member data, and you grant us the licence we need to host, process and display that content in order to operate the Service. Apple Wallet and Google Wallet are trademarks of their respective owners.

Passes are delivered through Apple Wallet and Google Wallet, which are governed by Apple's and Google's own terms. Wallet updates, notifications and location-based surfacing depend on the customer's device, wallet settings and those third-party services. We rely on these and other third-party services, such as hosting, email, mapping, payment providers and WhatsApp for optional setup conversations, and we are not responsible for their availability or actions. WhatsApp setup support is a convenience channel; do not share payment credentials, wallet credentials, or other sensitive secrets over WhatsApp.

We aim to keep the Service available, but we do not guarantee that it will be uninterrupted or error-free. We may modify, suspend, or discontinue features, and carry out maintenance, from time to time.

Nothing in these Terms excludes, restricts, or modifies any right or remedy you may have under the Consumer Protection Act, 2075 (2018), the Privacy Act, 2075 (2018), or other applicable laws of Nepal that cannot lawfully be excluded. Where our liability for failing to meet such a right can be limited, it is limited, at our option, to resupplying the Service or paying the cost of having it resupplied.

To the extent permitted by law, the Service is provided on an "as is" and "as available" basis without warranties of any kind, and we are not liable for any indirect, incidental, or consequential loss, or for loss of profits, revenue, data, or goodwill. To the extent permitted by law, our total liability arising out of or in connection with the Service is limited to the fees you paid us in the 12 months before the event giving rise to the claim.

You agree to indemnify us against claims, losses, and costs arising from your use of the Service, your content, the messages you send, or your breach of these Terms or of any law.

You may stop using the Service at any time, and you can request café closure from Account → Contact us or by emailing us. We confirm the request first so a café cannot be deleted by accident. After confirmation, we cancel billing access and permanently delete the café, branches, customers, points and history, wallet-pass registrations, branch roles and team access. Some account records may remain if a person also belongs to another café, where required by law, or in limited backups for a reasonable period. We may suspend or terminate access if you breach these Terms, fail to pay, or use the Service in a way that risks harm to others or to us. When your account ends, your right to use the Service ends and installed wallet passes may remain on customer devices but stop updating.

We may update these Terms from time to time. If we make material changes, we will take reasonable steps to let you know. Continuing to use the Service after changes take effect means you accept the updated Terms.

These Terms are governed by the laws of Nepal, and you submit to the non-exclusive jurisdiction of the courts of Nepal.

These Terms are the entire agreement between you and us about the Service and replace any earlier understandings on that subject. If any provision is found unenforceable, the rest remains in effect. Our failure to enforce a provision is not a waiver of it. You may not transfer your rights or obligations under these Terms without our consent; we may transfer ours to a successor or in connection with a business sale or reorganisation. Any provisions that by their nature should survive termination, including outstanding fees, intellectual property, disclaimers, limitation of liability, and indemnity, will survive.

Questions about these Terms? Email us at support@retrieverlabs.net, or use our contact page.