Costa Club Membership terms and conditions

These terms and conditions ("Terms and Conditions"), together with the Costa Club Privacy Policy ("Privacy Policy") and, if you use the Costa Club App ("App"), the End User Licence Agreement ("EULA"), apply to your Costa Club Membership ("Membership") and govern the relationship between Costa Limited, a company incorporated in England with company number 01270695 whose registered office is at Costa Limited, 3 Knaves Beech Business Centre, Davies Way, Loudwater, High Wycombe, Buckinghamshire, HP10 9QR and with VAT number 310 0319 75 ("Costa", "we" or "us") and you in respect of your Membership. Use by you of the App and/or (if applicable) your Costa Club Card ("Card") will constitute confirmation that you have read and agree to these Terms and Conditions. You must therefore read these Terms and Conditions carefully. Please print a copy of these Terms and Conditions for your records. If there is anything you do not understand, please contact Customer Services via our contact form.

Becoming a Member, what it means and managing your Membership

New Members

If you have not participated in the Previous Membership Scheme, you can become a member by downloading the App and successfully completing the registration process on the App (“New Member”). You are required to be over the age of 16 at the time of registration to become a New Member. New Members are not entitled to a Card and can only use the App for the purposes of their Membership.

Existing Members

If you were a member of the Previous Membership Scheme (“Existing Member”), then your existing membership shall continue in full force and effect but in accordance with these Terms and Conditions.

Existing Members who used Cards for the Previous Membership Scheme can continue to use their same Card from the Previous Membership Scheme. Existing Members who use Cards can also use the App for the purposes of their Membership. Please contact Customer services via our contact form if your card is lost or stolen.

Existing Members who use Cards can also use the App for the purposes of their Membership.

What Membership means

Both New Members and Existing Members who transfer to the Membership shall be “Members” for the purposes of these Terms and Conditions. New Members become Members when they have completed the registration process to join the Membership and been accepted as Members by us. The Existing Members’ membership shall transfer to the Membership and the introduction of the Membership shall be a continuation of the Existing Membership as amended by these Terms and Conditions.

Your Membership can only be registered in the name of an individual and an individual may only register one Membership.

Your Membership enables you to earn virtual stamps (“Beans”) on the App and/or your Card (if applicable). Once you have earned ten Beans (the “Threshold”), you will receive a reward (“Reward”) which can be redeemed in accordance with the ‘Redeeming Rewards’ section below in participating Costa outlets in Great Britain, available here.

You can also earn Beans on purchases made from Costa Express machines located in Great Britain, but you will not be able to redeem a Reward or a Swaps Reward (as defined below) from a Costa Express machine.

Managing your Membership

You shall be able to manage their Membership on the Website and/or the App. If you are a Member who uses a Card, you must have registered your Card before being able to manage your Membership. Managing your Membership includes being able to update your personal information (including adding or amending your date of birth) and changing your communication preferences.

Earning Beans and redeeming Rewards

Earning Beans

Beans can only be earned in-store at the time of purchase and only if the QR Code on your App is scanned at the point of purchase or (if applicable) your Card is presented at the time of payment. Beans can also be earned automatically when mobile ordering.

Cards cannot be used to collect Beans in relation to purchases made from Costa Express machines. To collect Beans on purchases made from a Costa Express machine, you will need to scan a QR code with the App on the Costa Express machine.

You will earn one (1) Bean for each:

(i) handcrafted drink (i.e. any handcrafted drink which is on the menu board at a Costa outlet (“Handcrafted Drink”) purchased from a participating Costa outlet in Great Britain;(ii) bundle deal drink (i.e. any drink which is included in any bundle deal) purchased from a participating Costa outlet in Great Britain;(iii) each drink purchased from a Costa Express machine in Great Britain; and(iv) any drinks purchased at (i) to (iii) above (inclusive) via Click & Collect and/or Contactless Ordering (see Contactless Ordering and Click & Collect sections below), each a “Eligible Drink” and together the “Eligible Drinks”.

For the avoidance of doubt, if a Member purchases multiple Eligible Drinks in one transaction, the Member will receive the number of Beans which corresponds with the total number of Eligible Drinks purchased. Earning of Beans is not limited to one Bean per transaction.

You can also earn:

(i) one additional (1) Bean for each Handcrafted Drink purchased from a participating Costa outlet in Great Britain using a suitable reusable cup. Only reusable cups that are clean, of an appropriate size for the purchased barista prepared drink and with a secure lid will be accepted. The store manager's decision as to the acceptability of any cup will be final;(ii) (if you are a New Member) one (1) Bean when you successfully complete registration of your Membership on the App; and(iii) five (5) Beans if you successfully refer a friend in accordance with the Costa Club: Refer a Friend Terms and Conditions.

Beans cannot be earned:

(i) on purchases of any items other than Eligible Drinks;(ii) on Eligible Drinks purchased using a Reward;(iii) when purchasing gift cards; and(iv) in conjunction with any discount or privilege card whether issued by us or by any third party

If you have not used the App and/or (if applicable) your Card to earn Beans and/or redeem Rewards or Swaps Rewards in the past twelve (12) months, all your Beans which have not been converted to Rewards or Swaps Rewards will expire.

Redeeming Rewards

Once you have earned the number of Beans equal to the Threshold, those Beans will be automatically converted into a Reward on the App or (if applicable) on your Card. Rewards are valid for three months from the date on which they are issued.

You can check the number of Beans you have earned and the number of Rewards you have at any participating Costa outlet or by checking the Website or the App.

Beans, Rewards and Swaps Rewards have no cash value. Beans, Rewards and Swaps Rewards can only be earned, held and redeemed as set out in these Terms and Conditions. Any Beans, Rewards or Swaps Rewards obtained or used otherwise than in accordance with these Terms and Conditions will be invalid and cannot be redeemed.

Beans are personal to you and cannot be pooled with Beans earned by another Member and redeemed together.

In order to redeem a Reward or a Swaps Reward in-store, you will need to scan the QR Code at the point of purchase using the App and/or (if applicable) provide your Card and state that you would like to redeem your Reward and/or Swaps Reward. When using Click & Collect, you can redeem a Reward and/or a Swaps Reward by selecting it as an applicable payment option. Multiple Rewards and/or Swaps Rewards (provided they are personal to you) can be redeemed in the same transaction (whether in-store or when using Click & Collect).

You may only redeem Rewards against purchases of Handcrafted Drinks (including up to 5 add-ons, such as syrups and additional shots but excluding flakes and marshmallows) made in-store at participating Costa outlets in Great Britain or ordered using Click & Collect (see below) from a participating Costa outlet in Great Britain. Rewards and Swaps Rewards can be redeemed in conjunction with other rewards, discounts or promotions, unless the terms of the offer or promotion state otherwise and save as set out below.

Rewards cannot be:

(i) used more than once;(ii) redeemed against purchases of items other than Handcrafted Drinks made in participating Costa outlets;(iii) redeemed against purchases of bundle deal drinks;(iv) redeemed against purchases made from Costa Express machines;(v) used in a manner which would entitle a Member to a promotional offer. For example, if we had a buy one get one free offer on a handcrafted coffee, the use of the Rewards to purchase such a coffee would not entitle you to a second free coffee; or(vi) used in conjunction with any discount or privilege card whether issued by us or by any third party.

Swaps Rewards

From time to time, we may allow Members to exchange two Beans that they have earned for a swaps reward voucher (“Swaps Reward”). A Member will be able to do this by selecting the option to do so within the App and following the instructions. A Swaps Reward can then be redeemed by scanning a QR code in the App when purchasing a drink and choosing any one of the following options:

• a syrup shot;
• alternative milk;
• whipped cream or light whip; or
• an extra coffee shot.

We may vary the customisation options that can be selected when redeeming a Swaps Reward at our discretion.

The following terms apply in relation to Swaps Rewards:

• Swaps Rewards cannot:
  1. be used more than once; or
  2. redeemed against purchases made from Costa Express machines;
• the option to exchange Beans for a Swaps Reward may not be available at all times. Members will be able to see when the option is available by checking the App;
• a Swaps Reward must actively be claimed by exchanging two Beans within the App;
• Swaps Rewards are valid to use for three months from the date on which they are issued;
• a Swaps Reward can be used to customise a drink that is purchased in-store, via Click & Collect or via Click & Serve.
• Once a Member has earned two Beans, they can exchange them for a Swaps Reward;
• A Member can use Beans they have earned to exchange for multiple Swaps Rewards at the same time (e.g. if a Member has earned 6 Beans they could exchange them for 3 Swaps Rewards at the same time).
• Once a Member has earned ten Beans, then their Beans will be automatically be converted into a Reward on the App or (if applicable) on their Card and those Beans will not be available to exchange for Swaps Rewards;
• More than one Swaps Reward can be redeemed at the same time, either for the same drink or for different drinks (e.g. 2 Swaps Rewards can be used to add a free syrup shot and a free coffee shot to the same drink);
• Members can earn a Bean for purchasing a drink that they have customised using a Swaps Reward; and
• You can check the number of Swaps Rewards you have claimed but not used in the App.

Other Promotions

From time to time we may make available other offers and promotions to Members via the App which will be subject to their own separate terms and conditions.

Refer a Friend

See here for full terms and conditions.

Birthday rewards

In addition to the ability to earn Beans and redeem Rewards and Swaps Rewards, all Members that: are App users; have provided a valid date of birth on the Website or the App; and who have agreed to receive marketing communications from Costa, shall be emailed an electronic reward for a single treat from our sweet counter on the date of their birthday each year that they are a Member (“Cake Reward”). You can use the Cake Reward on (subject to availability) a single piece/slice/portion (as applicable) of fresh cake, muffins, sweet pastries, tarts, teacakes, traybakes, cookies/shortbread, buns, Eton Mess bundle, Belgian Waffle, Belgian Chocolate Brownie (GF), Millionaire's Shortbread Bar (GF), Fruity Flapjack (GF), doughnuts, or on ice cream, but a Cake Reward cannot be used to receive a pre-package impulse item or whole cakes.

A Member will only be able to change their date of birth on the Website or the App once a year and may only be entitled to change their date of birth if the original date of birth that a Member entered was an accidental error. Each Member represents that they will not fraudulently change their date of birth on the Website or the App.

The Cake Reward can be redeemed in a participating Costa outlet in Great Britain (subject to availability).

The Cake Reward will expire seven (7) days after the date that it was issued.

Expiry and Cancellation

Your Membership does not have an expiry date. However, as stated above, your:

(i) Beans will expire if you have not used the App and/or (if applicable) your Card to earn Beans and/or redeem Rewards in the past twelve (12) months; and(ii) Rewards and Swaps Rewards will expire three (3) months after they have been issued.

If you register for Costa Club and use your account to collect and/or use beans but are inactive for 2 years, your beans will expire and we will delete your Costa Club account information.

Where possible, we will try and notify you in advance that your Beans and/or your Rewards are about to expire but, in any case, it is your responsibility to make sure you use your Beans and/or your Rewards before they expire. Expired Beans, Rewards and Swaps Rewards cannot be redeemed or reinstated to the App and/or your card (if applicable).

You may delete the App at any time. If applicable, you also have the right to cancel your Card at any time by returning it to Customer Services. If you wish to cancel your Membership altogether, you can do so via our app. Just tap the settings Icon and follow the link to “Delete Account” If you don’t have access to cancel your account via the app, please contact Customer Services via our contact form. If you cancel your Membership, you will lose the right to redeem any Rewards and Swaps Rewards that are unused at the time of cancellation and any Beans which have not converted to Rewards or Swaps Rewards shall be lost.

If you cancel your Membership, you may choose to re-join the Membership. When restarting your Membership, your previously-earned Beans, Rewards and Swaps Rewards will not continue to your new Membership.

If you are in breach of these Terms and Conditions, if we have reasonable grounds to suspect that you are engaged in fraudulent or other criminal activities relating to us, the App or your participation in the Membership, or if you supply false or misleading information to us, we may:

(i) forfeit all Beans, Rewards and/or Swaps Rewards accrued by you;(ii) suspend your right to collect Beans and/or redeem Rewards and Swaps Rewards; and/or(iii) terminate your Membership.

Contactless Ordering

Members who have downloaded and registered on the App can use ‘Contactless Ordering’ at Costa Express machines in Great Britain.

To make a contactless order, scan the QR code displayed on the Costa Express machine screen using App. The menu for the relevant Costa Express machine will appear on your device. You can then select, customise and order your drink without touching the machine screen.

If you use the App for Contactless Ordering at Costa Express machines in Great Britain, Beans will be awarded on each Contactless Order of a Eligible Drink once your drink has been dispensed. However, you cannot redeem Rewards or Swaps Rewards via Contactless Ordering.

Please note that you cannot pay for drinks using the App. Payment must be made as a separate transaction using a debit or credit card or mobile payment service accepted by Costa Express where the Costa Express machine has this functionality or at the till.

Click & Collect and Click & Serve

Click & Collect is a service that allows Members to pre-order and pay for selected food and drinks from participating Costa outlets and pick up their order at the relevant participating outlet ("Click & Collect"). You may pre-order your food and drink for collection and take-away or, if you are in one of our participating outlets and do not want to place your order at the counter, you can use Click & Collect to place and collect your order for consumption in store ("Order at Table") or (where such outlet offers ‘Click & Serve’) have your order delivered to you in your vehicle (“Click & Serve”).

In order to be able to use Click & Collect you must:

(i) be at least 16 years of age;(ii) be a Member who has registered on the App and/or Website;(iii) follow the instructions on the App to choose the items you want to order from a participating Costa outlet and whether you wish to order the items for collection and take-away or for Order at Table or Click & Serve; and(iv) follow the instructions on the ‘Order’ section of the App to input your credit/debit card details (please note that we do not currently accept non-UK credit/debit cards or American Express).

Once you have placed your order simply make yourself known to a member of staff at the collection point in the relevant participating outlet or, in respect of Click & Serve, park your vehicle in a Click & Serve bay. You will be given the food/drink that you have pre-ordered. We will use your name on a printed ticket to help identify your order.

Please note that (save in respect of Click & Serve orders, for which see the paragraph below) we will provide an estimated time when your order will be ready for collection and if your order is not collected within 15 minutes of the specified collection time, it will be disposed of and you will not receive a refund.

If you have placed an order using Click & Serve and have not parked in a Click & Serve bay at the applicable outlet before the earlier of: (a) one hour after you have placed your Click & Serve order; or (b) closing time of the applicable outlet on the day that you made your Click & Serve order, you will not receive your order and you will not be entitled to a refund.

You do not have a right to cancel any order made through Click & Collect under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 .

Once you have confirmed your order, your credit/debit card details will be processed by a third party transactional supplier in accordance with the relevant Data Protection laws.

If you order from a participating outlet that is operated by one of our franchise partners, please note that:

(i) we are acting as an agent for that franchise partner with authority to conclude the sale transaction for the order on the App on behalf of the franchise partner, however (although we are acting as the franchise partner’s agent for the purposes of such transaction) the contract for such order shall be between you and the franchise partner;(ii) your order will be prepared by and the sale made by the franchise partner;(iii) the App will provide you with a collection receipt for your order and a VAT receipt;(iv) Costa is not acting in any way as your agent.

If you are a Member who uses the App, you will be able to earn Beans against purchases made using our Click & Collect service. If you make a Click & Collect using the App, Beans will be applied automatically on Click & Collect orders of Eligible Drinks. If you wish to redeem a Reward or a Swaps Reward you should select the appropriate payment option when purchasing your order.

If you want to request a refund for an item that you have paid for using Click & Collect then please contact Customer Services via our contact form and our customer services team shall determine whether you are entitled to a refund.

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 via our contact form.

Unauthorised access to your account

You should treat your Beans, Rewards and Swaps Rewards carefully. If someone else accesses your Membership through the App, or if you lose your Card (if applicable), you may lose any Beans, Rewards and/or Swaps Rewards you have earned.

You should immediately report any loss or theft of your Card or any fraudulent or unauthorised use of your Membership to Customer Services via the “Lost or damaged card” section of the website when you have logged in to your account.

If someone makes unauthorised use of your Membership we may, at our sole discretion re-credit any Beans, Rewards and/or Swaps Rewards redeemed without your consent to the App and/or your Card (if applicable). Circumstances in which we may determine, in our sole discretion, that we will not transfer and/or re-credit Beans, Rewards and/or Swaps Rewards include where we reasonably believe that the notified incident has been caused by your breach of these Terms and Conditions 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 your Card is damaged or stolen we may, in addition to re-crediting as set out above, replace your Card at our sole discretion. If we agree to replace your Card, a replacement Card will be delivered to your registered home address only. We reserve the right to not replace your card in the event that you are issued with more than 2 replacement Cards within any 6-month period. We will aim to have the replacement Card to you within five (5) working days. If you receive a replacement Card, you will need to register it on the Website and/or the App before you can redeem any Beans, Rewards and/or Swaps Rewards 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.

Complaints procedure

Complaints regarding any element of your Membership should be sent in writing or by email to Customer Services, Costa Limited, 3 Knaves Beech Business Centre, Davies Way, Loudwater, High Wycombe, Buckinghamshire, HP10 9QR or via our contact form.

Compensation

Beans, Rewards and Swaps Rewards 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 via our contact form.

Data protection and privacy

We are committed to maintaining the security of your personal information in accordance with the requirements of relevant data protection laws.

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

Liability of Costa

If Costa fails to comply with these Terms and Conditions, it is responsible for loss or damage you suffer that is a foreseeable result of its breach or of its negligence. Costa is not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it was an obvious consequence of Costa's breach or if it was contemplated by Costa and you at the time that you became a Member of the Membership and agreed to be bound by these Terms and Conditions.

Costa shall not be held liable for any loss or damage to you 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.

Nothing in these Terms and Conditions excludes or limits our liability for: (1) death or personal injury caused by our negligence; (2) fraud or fraudulent misrepresentation; or (3) any matter in respect of which it would be unlawful for us to exclude or restrict our liability.

To the extent permitted by law, our aggregate liability to you in respect of any loss or damage suffered and arising out of or in connection with these Terms and Conditions, whether in contract, tort (including negligence) or for breach of statutory duty, or in any other way, shall not exceed the amount of £100.

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 these Terms and Conditions will affect these legal rights.

Variation

We may make minor changes to these Terms and Conditions from time to time (if, for example, there is a change in the law that means we need to change these Terms). Please check these Terms and Conditions regularly to ensure that you understand the up-to-date terms that apply in relation to your Membership.

For any significant changes to these Terms and Conditions that will materially impact you or if we choose to discontinue the Membership then we shall provide you with two (2) months' written notice.

Assignment

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

Governing law

These Terms and Conditions are governed by English law. This means that any dispute or claim arising out of or in connection with these Terms and Conditions and/or the Membership (including non-contractual disputes or claims), will be governed by the laws of England and Wales.

You can bring proceedings in respect of these Terms and Conditions in the English courts. However, as a consumer, if you live in Scotland or Wales and we direct our services to your country of residence then you can bring legal proceedings in respect of these Terms and Conditions in either the English courts or the courts of your country of residence.

If you are a consumer who is resident in Great Britain and we direct the Membership to (and/or pursue our commercial or professional activities in relation to the Membership in) the country in which you are resident, you will benefit from any mandatory provisions of the law of the country in which you are resident. Nothing in these Terms and Conditions affects your rights as a consumer to rely on such mandatory provisions of local law.

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