Costa Coffee Club Membership Terms and Conditions

These Terms and Conditions, together with the Costa Coffee Club Privacy Policy ("Privacy Policy") and, if you use the Costa Coffee Club App ("App"), the End User Licence Agreement (together the "Agreement"), apply to your Costa Coffee Club Membership ("Membership") and govern the relationship between Costa Limited, a company incorporated in England with company number 01270695 whose registered office is at Whitbread Court, Houghton Hall Business Park, Porz Avenue, Dunstable, Bedfordshire, LU5 5XE ("Costa", "we" or "us") and you in respect of your Membership. Use by you of your Costa Coffee Club Card ("Card") and/or the App will constitute acceptance by you of this Agreement. This Agreement overrides any statements on your Card and/or the App if they are different. You must therefore read it carefully. Please print a copy of this Agreement for your records. If there is anything you do not understand, please contact Customer Services on 0333 003 5883* Option 2 (Coffee Club Query) or at costacoffeeclub@whitbread.com.

Becoming a Member

Your Membership enables you to earn points and to redeem those points on certain purchases in participating Costa outlets ("Points").

You can become a Member by:

  1. (i) Obtaining a card free of charge at any participating Costa outlet and registering it online at https://www.costa.co.uk/coffee-club/ ("Website") or via the App; or
  2. (ii) downloading and registering on the App.

If you already have a card you may still download the App in order to be able to use your Membership through the App.

Your Membership can only be registered in the name of an individual and only one Membership may be registered in the name of each individual. Registering will protect your Card from loss, theft or damage and we therefore suggest you register your Card, if you have not already done so, by following the instructions on the Website or by following the process set out in the App. If your Card is issued on or after 28 September 2015, you will need to register it on the Website or via the app before you can redeem any Points on your Card.

Using your Membership

You can use your Card and the App at any participating Costa outlet

Your use of the App is subject at all times to the End User Licence Agreement for the App, which is available here.

Earning and redeeming points

Points can only be earned at the time of purchase and only if either: (i) the Card is presented at the time of payment; or (ii) the QR Code on your app is scanned at the point of purchase. You will earn five Points for each complete pound spent. You can check the Points balance of your Membership at any participating Costa outlet or by checking the Website or the App.

Neither the Card nor the App can be used in conjunction with any discount or privilege card whether issued by us or by any third party.

Points have no cash value. Redeemed points cannot be used again. Points can only be earned, held and redeemed as set out in this Agreement. Any Points obtained or used otherwise than in accordance with this Agreement will be invalid and cannot be redeemed.

Points are personal to the individual Member and cannot be pooled with Points earned by another Member and redeemed together.

Your card is not a credit card, charge card or debit card. You cannot transfer your Card or any stored Points on it to any other person. Please note that your Card is issued by, and remains the property at all times of, Costa.

In order to redeem Points you may either: (i) present your Card at the point of purchase and state that you would like to redeem your Points; or (ii) scan the QR Code at the point of purchase using the App and state that you would like to redeem your Points. You may only redeem Points against purchases made in participating Costa outlets. Each Point has a value of one pence when redeemed against a purchase. You must have sufficient Points to pay in full for a purchase if you wish to redeem Points. You may not make part payment for a purchase using redeemed Points. Points cannot be earned to the extent that a purchase is made with redeemed Points. If your Card is issued on or after 28 September 2015, you will need to register it on the Website or via the app before you can redeem any Points on your Card.

Expiry and Cancellation

Your Membership does not have an expiry date. However, your Points are only valid so long as you have used your Card or the App to earn and/or redeem Points in the past 12 months. If your Membership has not been used in this way for 12 consecutive months we reserve the right to remove Points from the balance on your Card and/or the App (as applicable).

Expired Points cannot be transferred to a new Card or redeemed or reinstated.

You have the right to cancel your Card at any time by returning it to Customer Services. Alternatively, you may delete the App at any time. If you wish to cancel your Membership altogether, please contact Customer Services on 0333 003 5883* Option 2 (Coffee Club Query) or at costacoffeeclub@whitbread.com. If you cancel your Membership, you will lose the right to redeem all Points that are unused at the time of cancellation.

We may, on notifying you, forfeit all accrued Points, and/or suspend your right to collect and/or redeem Points if you are in breach of this Agreement, if we have reasonable grounds to suspect that you are engaged in fraudulent or other criminal activities relating to us, your Card or the App, or if you supply false or misleading information to us.

Changes to your details

If you need to change any of the details you provided when you registered , please either: (i) update your details through the Website or the App; or (ii) contact Customer Services by telephone on 0333 003 5883* Option 2 (Coffee Club Query) between the hours of 8:30am and 5:30pm on Monday to Friday, 09:00am and 5:00pm Saturday & Sunday or by e-mail at costacoffeeclub@whitbread.com.

Loss, theft, damage

You should treat your Points like cash in a wallet. If you lose your Card or it is stolen, or if someone else accesses your Membership through the App, you may lose any Points you have earned in the same way as if you lost your wallet.

You should immediately report any loss or theft of your Card or any fraudulent or unauthorised use of your Membership to Customer Services on 0333 003 5883* Option 2 (Coffee Club Query) or via  the “Lost or damaged card” section of the website when you have logged in to your account.

If your Card is damaged or stolen or someone makes unauthorised use of your Membership we may, at our sole discretion, replace your Card and/or transfer any Points stored on your Card to a replacement Card and/or re-credit any Points redeemed without your consent. Circumstances in which we may determine, in our sole discretion, that we will not replace your Card and/or transfer and/or re-credit Points include where we reasonably believe that the notified incident has been caused by your breach of this Agreement or if there are reasonable grounds for suspecting that you are or have been engaged in fraudulent or other unlawful conduct in relation to your Membership.

If we agree to replace your Card, a replacement Card will be delivered to your registered home address only, usually within 5 days of you first notifying Customer Services of the incident. Replacement Cards will be posted to your registered home address only. We reserve the right to charge a replacement Card fee for each replacement Card in the event that you are issued with more than 2 replacement Cards within any 6 month period. If you receive a replacement Card, you will need to register it on the Website before you can redeem any Points that have been transferred onto it. If you subsequently find or retrieve a Card which you have reported lost or stolen, you must notify Customer Services immediately.

If we agree to re-credit any Points redeemed without your consent, we will aim to issue you a new card within 5 working days and re-credit points onto that replacement card.

Complaints procedure

Complaints regarding any element of your Membership should be sent in writing or by email to Customer Services, Whitbread Court, Houghton Hall Business Park, Porz Avenue, Dunstable, LU5 5XE or costacoffeeclub@whitbread.com. All complaints will be subject to the Costa Complaints Procedure which will be provided to you on your request.

Compensation

Points earned through using your Membership are not covered by any compensation scheme.

Customer Services

If you need assistance or if you have any enquiry relating to your Membership, you can use the Contact Us facility on the Website or you can contact Customer Services by telephone on 0333 003 5883* Option 2 (Coffee Club Query) between the hours of 8:30am and 5:30pm on Monday to Friday, 09:00am and 5:00pm Saturday & Sunday or by e-mail at costacoffeeclub@whitbread.com.

Data protection and privacy

While registering to become a Member either through the Website or the App, you will be asked to provide certain personal information, including your name, address and contact details. We are committed to maintaining the security of your personal information in accordance with the requirements of the Data Protection Act and will take all reasonable steps to ensure that your personal data is kept secure against unauthorised access, loss, disclosure or destruction.

The Privacy Policy will apply whenever you provide us with personal information.

Liability of Costa

Costa shall not be held liable for any default resulting directly or indirectly from any cause beyond our control, including but not limited to, failure of network services and failure of data processing systems.

Your rights as a consumer

As a consumer you have legal rights in relation to goods that are not of a satisfactory quality or fit for purpose and services not carried out with reasonable care and skill. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards Office. Nothing in this Agreement will affect these legal rights.

Variation

We reserve the right to amend or waive any provision of this Agreement from time to time and at any time, or to terminate the Costa Coffee Club program (and therefore your Membership) on reasonable notice. You should check this page of the Website from time to time to take note of any changes we make, as they are binding on you from the date that we make them.

Assignment

We may transfer the benefit of this Agreement to any other company in the same group of companies as Costa. If we assign the benefit of this Agreement, your rights will not be affected.

Governing law

This Agreement is governed by English law.

 

 

Coffee Club Privacy Policy

At Costa we understand your concerns about what happens to information which you provide us through the Website and the App and we are dedicated to protecting your privacy. Costa provides this Privacy Policy in its role as data controller in order to explain the use of certain features on the Website and our App and to demonstrate our commitment to privacy and protecting your information. By registering your Card and/or using the App, you consent to the provisions contained in this Privacy Policy.

What information do we collect from you?

If you register for Membership on the Website and/or the App, we collect certain personal information from you when you use the Website and the App, including (among other things) your name, address and contact details. We also collect information relating to the options you select on the Website and other websites which are accessible through links from the Website. We will also collect information relating to the use of your Card and the App, to enable us to provide the Membership services and to enable us to determine which promotions and services will be most interesting to you.

How will we use this information?

Your information will be used for the following purposes: to enable you to use your Card, the Website and the App; so that you can benefit from the enhanced services available by registering your Card; so that we can process your requests for assistance or information in connection with your Membership; so that we can conduct research about your experience of our Costa stores and the Membership service; and finally, to support any other intended purpose stated at the time at which your information is collected, subject to any preferences which you may have indicated.

By becoming a Member you are also consenting to Costa using your information to contact you with online promotional offers, competitions and to receive news and other updates from Costa.

We can contact you by email, via the telephone number you provide or post and we will not pass your contact details to any other company for marketing purposes.

However, you may opt out of receiving communications from us. Details of how to unsubscribe from emails will be included with each email we send you. Alternatively, you can email us at costacoffeeclub@whitbread.com to change your contact preferences. Please be aware that there may be times when it is necessary for us to contact you even if you have opted out of receiving other communications from us, such as for administrative or operational reasons.

To whom will we provide your information?

From time to time we may need to disclose your information to other companies within the Costa group and their employees, to market research companies to carry out market research about our Costa stores and Costa Coffee Club service on our behalf; to potential purchasers of or investors in the Costa group and to third party data processing service providers who process your information on our behalf in accordance with our instructions, to enable us to provide, and for administrative and operational purposes connected with our provision of, the Membership service; we will only ever do so as permitted by and in accordance with applicable data protection law. By becoming a Member you acknowledge and accept that we may need to disclose your information in those limited circumstances and for the purposes described.

What happens if I follow a link to another website?

The Coffee Club card section of our website is powered by Givex, who will help us to collect and store any information that you provide to us in accordance with this Privacy Policy. However, if you use other links on the Website that lead to external websites we will no longer have control over the way in which any information is collected from you through those websites. Other websites may handle your information in a different way and should have their own privacy policies.

What about Cookies and other tracking tools?

As part of our dedication to high standards we use cookies and other tracking tools on the Website and the App. Cookies are small packets of data that your web browser stores on your computer when you visit websites and use apps, which enable the server to collect information.

To get the most out of your experience when using the Website and the App you will need to use cookies. However, should you want to turn off the cookie function, please see the help section on your web browser or, in respect of the App, your device.

How can I find out what information you hold about me?

If at any time you wish to know what information we hold about you, please contact Costa Customer Services at:

Costa Customer Services
Whitbread Court
Houghton Hall Business Park
Porz Avenue
Dunstable
Bedfordshire
LU5 5XE

Telephone: 0333 003 5883* Option 2 (Coffee Club Query)

E-mail: costacoffeeclub@whitbread.com

If necessary you can ask us to rectify or complete any inaccurate or incomplete personal information which we hold about you.

What if there are changes to this Privacy Policy?

Occasionally, to better protect you and in accordance with the law, we may need to update our Privacy Policy. We reserve the right to amend, update or replace this Privacy Policy at any time and your continued use of your Card, the App and our website will constitute your acceptance of any such changes we may make. Any changes we make will be shown here, so please make sure you check this page from time to time.

FULL COMPANY DETAILS FOR COSTA LIMITED:

Costa Limited

Company Number: 01270695

Incorporated: UK

Registered Office:

Whitbread Court
Houghton Hall Business Park
Porz Avenue
Dunstable
LU5 5XE

 

 

(*Calls Charged at National Rate)