Support
Giftay support
One address, answered by the people who build the app. Some of it is ours to fix and some belongs to the shop — this says which.
Get in touch
Email support@giftay.co.uk.
We aim to acknowledge within 2 working days and to have most things resolved within 5. A fix needing an app update takes longer, because it goes through Apple's and Google's review first. We will tell you if that is the case rather than leave you waiting.
We are a small team in Dundee working UK hours. There is no phone line for Giftay.
Ask us, or ask the shop
| Ask the business | Ask us |
|---|---|
| What their scheme gives you, and any conditions on it | A stamp you collected has not appeared in the app |
| Whether they still run the scheme | The app crashes, or will not scan |
| The quality of what you bought from them | You cannot sign in, or you are in an empty account |
| Their opening hours, if the listing looks wrong | A listing is wrong and the shop has not fixed it |
Giftay is a platform: the loyalty scheme is the business's promise, not ours. We keep the record of it. The terms set that out.
If a business will not honour a reward
Raise it with them first — most of the time it is a misunderstanding about the conditions or a member of staff who has not been shown the scheme.
If that gets you nowhere, tell us. Email support@giftay.co.uk with the shop's name, what you earned, when, and what they said. We will take it up with them. If a business is not honouring what it advertises, we will remove it from Giftay — a directory that lists shops which do not keep their word is worth nothing.
We cannot force a business to serve you, and we cannot pay out the value of a reward ourselves. What we can do is act on the listing.
What to include
- What you were trying to do, and what happened instead.
- The business's name, if it involves a particular shop.
- Your device and its operating system version — for example "iPhone 14, iOS 18.2".
- The Giftay version number from the app.
- A screenshot, if there is something to see.
Please do not send us your card details or passwords. We never need them, and for purchases we never had your card number in the first place.
Before you write
A stamp did not register
Check you were signed in when you scanned, and that the scan completed rather than being cancelled. If the shop's code was scanned but nothing appeared, tell us the shop and the rough time and we can find it.
Your stamps are missing on a new phone
Sign in the same way you did before — Google, Apple or Facebook. Signing in a different way creates a separate, empty account. If you no longer have access to the original sign-in, tell us and we will do what we can.
Nothing shows up near you
Check location permission is granted for Giftay in your phone's settings. Without it, the app cannot tell what is nearby and you will need to search by area instead. You can also refuse permission and use it that way permanently — see the privacy policy.
You want a refund
Purchases are taken by Apple or Google, so refunds go through them first. If you cannot get it resolved there, come to us and we will help — see your rights on purchases.
If you run a business on Giftay
Email the same address. Tell us the business name and what you need — a change to a listing you cannot make yourself, a problem with your scheme, or help getting set up.
You are responsible for keeping your own listing accurate and for honouring the scheme you advertise. The terms for businesses set out what that means, including your own data protection duties towards the members who use your shop.
The other documents
- Terms and conditions — Part A for members, Part B for businesses.
- Privacy policy — what we hold, including location and Facebook sign-in.
- Delete your account — and what happens to your stamps.
If we get it wrong
Say so in the same thread and we will look again. If you are still unhappy, write to Neirfeno Limited, 7 Thorter Way, Dundee, DD1 3DF, and a director will pick it up.
For a complaint about how we have handled your personal data, the Information Commissioner's Office is at ico.org.uk/make-a-complaint. For consumer advice generally, Citizens Advice is on 0808 223 1133.