When loyalty points expire

Points can be set to expire a fixed number of days after they are earned. Set the period under Loyalty, or leave it off so balances never expire.

Why expiry exists

Unused balances are a promise you have made. Without expiry, somebody who visited twice two years ago can turn up expecting a reward priced at old rates. Expiry keeps the liability in a period you can plan around.

Choosing a period

Twelve months is the common choice and is easy to defend. Anything under six months feels mean to customers who visit a few times a year.

Being fair about it

Tell people. An expiry nobody was told about produces exactly one conversation and it is not a good one. Put it on your booking page and mention it when the scheme is explained.

Turning expiry off

Leave the period unset and points last indefinitely. That is simplest for customers and worth it if your margins carry the risk comfortably.

Common questions

Does the whole balance expire at once?

Points expire on the basis of when they were earned, so an active customer keeps topping the balance up rather than losing everything on a date.

Can I give expired points back?

Yes, balances can be adjusted. It is a reasonable goodwill gesture for a good customer who missed it.

Does cashback expire the same way?

Cashback credit follows the expiry you set on the scheme. Setting one is worth considering, because credit balances build up quietly.