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.

Costa Collect

Costa Collect is a service that allows Members to pre-order and pay for selected drinks from participating Costa outlets before picking their order up at the relevant participating outlet. Drinks sold via the Costa Collect service are for take away consumption only.

In order to be able to use Costa Collect you must:

(i) be at least 16 years of age;

(ii) either: (a) input your existing Membership details into the App; or (b) register for Membership through the App; and

(iii) follow the instructions on the App to choose the items you want to order from a participating outlet.

(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).

(v) Once you have placed your order simply make yourself known to a member of staff at the collection point in the relevant participating outlet. You will be given the drink that you have pre-ordered. We will use your name on a printed ticket to help identify your drink.

Please note that 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. You do not have a right to cancel any order made through Costa 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 Data protection act 1988.

Members will earn points on purchases made via Costa Collect in the same way in which they earn points on purchases made in-store.

If you want to request a refund for an item that you have paid for using Costa Collect then please contact customer services on 0333 003 5883* 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 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

Subject to the paragraph below, any dispute or claim arising out of or in connection with this Agreement or its subject matter or formation (including non-contractual disputes or claims) will be governed by English law.

As a consumer, you will benefit from any mandatory provisions of the law of the country in which you are resident. Nothing in this Agreement, including the paragraph above, affects your rights as a consumer to rely on such mandatory provisions of local law.

Any dispute or claim arising out of or in connection with this Agreement or its formation (including non-contractual disputes or claims) shall be subject to the non-exclusive jurisdiction of the courts of England. If you are a consumer resident in Northern Ireland, you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland. (*Calls Charged at National Rate) 

Privacy Policy

Costa Limited is a controller of your personal data. We respect your data and your privacy is important to us.

This Privacy Notice explains what personal data we collect and how it is used. This notice also explains what rights you have over your personal data and how you can use those rights.

You have the right to object to some of the processing which Costa carries out. More information about your rights and how to exercise these is set out in the “Your rights” section of this notice.

An overview of how we use your data is here.

Costa Limited’s registered office is Whitbread Court Houghton Hall, Business Park Porz Avenue, Dunstable, Bedfordshire, LU5 5XE.

  1. Summary of how we use your data and your rights
  2. Information we collect from you
  3. Information we receive from third parties
  4. How we use information and the legal basis
  5. Data sharing
  6. International transfers
  7. Cookies and similar technologies
  8. Data retention
  9. Your rights
  10. Contact details
  11. Which Costa entity is the controller?

1. Summary of how we use your data and your rights

We use your data to provide and improve our products and services, including for marketing, research, feedback and enquiries, and for safety and security purposes. 

We will use your data to comply with laws and regulations. We may use your data to prevent and detect crime, such as fraud.  

You have the right to object to some of the processing Costa carries out. More information about your rights and how to exercise these is set out in the “Your rights” section of this notice. 

When you give consent, you are able to withdraw that consent at any time, for instance by emailing mycostadata@whitbread.com.  You can also email mycostadata@whitbread.com to exercise any other data rights, such as obtaining a copy of your data, correcting, deleting or restricting how we use your data.  Please see “Your rights” for more information.

You can unsubscribe from marketing communications at any time.  To opt out of marketing, including profiling for direct marketing purposes, you can either adjust the preference settings in your Costa Club account, or select “unsubscribe” in emails, or email costacoffeeclub@Whitbread.com

Our websites and app use cookies and similar technologies to improve functionality, recognise you and to customise your experience. You can reject and block cookies in your browser settings.  Please see our Cookie Notice for more information.

If you enable location services on the app, or you access the location finder on our sites and your browser settings allow this, your device will identify and alert you to the nearest Costa Store and Costa Express to your location. 

Costa is part of the Whitbread group of companies.  For details of the group see “Data sharing”. Data is shared within the Whitbread group when Whitbread Group plc provides support, advisory, IT, safety and security, including CCTV, and other services to Costa. 

2. Information we collect from you

We collect information when you purchase something or use our services.  This includes store visits, using our websites or app, joining our Costa Coffee Club, or corresponding with us. 

In particular:

  • We keep information you give us directly such as contact details (including name, email, address and telephone number), comments, date of birth, gender, region, frequency of visits, feedback, marketing opinions and competition entries.
  • We record and analyse store, web and app visits, details of your purchases and where you take advantage of our promotions.
  • When you sign up to in-store Wifi and give your Costa Coffee Club number to gain access we and the Wifi provider may check this number and keep a record of this.
  • If there is an incident, we may need to log information about it.
  • If you engage with us online via our websites or app our cookies and similar technologies will capture your IP address, your location, and record how you use the site or app to help improve it and improve your user experience, where your browser settings or permission allows for this.
  • If you post information online about us or provide feedback, we may keep a record.
  • If you contact us directly and complain or give feedback, receive compensation, or enter a competition, we will record details and all related information such as emails, letters and phone calls.
  • We use CCTV in our stores for the prevention and detection of crime and for safety and security reasons.

3. Information we receive from third parties

We may receive your information from other people.  This can happen when:

  • Someone buys you an E-Gift. They give your name and email address, so we can send you the E-Gift.
  • You participate in market research, such as focus groups or surveys.
  • We receive your Costa Coffee Club number from O2 to validate your Costa Coffee Club membership for unlimited in-store Wifi access.
  • Whitbread Group plc perform certain services, such as providing our CCTV system.

4. How we use information and the legal basis

We are allowed to use your data only if we have a proper reason to do so such as:

  • To fulfil a contract we have with you;
  • When it is in our legitimate interest;
  • When you consent to it; or
  • To comply with the law.

A legitimate interest is when we have a business or commercial reason to use your data. This involves us making an assessment of when we can rely on our legitimate interests. For more information on this assessment please contact privacyofficer@whitbread.com.

We have set out below how and why we may use your personal information and the legal basis we rely on. This is also where we tell you what our legitimate interests are.

When you buy something from us, join our Costa Coffee Club, or enter a competition we run, we use your information to fulfil our contract with you.

We take information to communicate with you, check your identity, take payment, and provide products and services, including awarding loyalty points if you are a Coffee Club member.

To run our business and pursue our legitimate interests, we use your information.

Our legitimate interests include keeping our records up to date, fulfilling our legal, compliance and contractual duties, working out which of our products and services may interest you, improving our site and apps, and services, developing new products and services, and telling you about them and conducting market research.

Further details of our legitimate interests:

To run and promote our business, we use your information:

  • To provide and improve our products and services, including in-store Wifi, Costa Coffee Club, and Costa E-Gift, and to respond to you if you contact us.
  • To record call centre communications, including incoming and outgoing calls and emails, for staff training, quality improvement purposes and establishing facts.
  • When we monitor Costa websites, social media platforms such as Facebook and Twitter and online services including our mobile app and responses to email marketing. If you post comments online or in other media we may capture this information, contact you, and use it to improve our products and services.
  • To run competitions and promotions and track which offers seem of interest to you.
  • To understand you better as a customer by analysing your transactions and other information you provide to us or which we learn through your interactions with us.
  • To send you emails including offers tailored to your perceived preferences where you are a Costa Coffee Club member and your preference settings permit this. We record which emails seem to be of interest to you.  Based on your purchase history and membership card usage, some Costa Coffee Club members may be offered additional loyalty points.
  • To contact you where you provide us with market research feedback or pass this data to a third-party business partner of ours for panel market research analysis.

To prevent, investigate and/or report fraud, terrorism, misrepresentation, security incidents or crime, including where we are required to do so by law we may:

  • Monitor Costa Coffee Club accounts and review CCTV, record call centre communications and emails.
  • Use other organisations to check the validity of the credit or debit card details you use to pay (for further details see “Data sharing” below).

To comply with law, assess and uphold legal or contractual rights and claims, and for monitoring, auditing and training on compliance matters:

  • We keep records and pass your data to Whitbread Group plc and our insurers when necessary (for further details see Data sharing below).
  • We monitor, and record call centre communications, including incoming and outgoing calls and emails.
  • We may verify your identity.
  • We keep records to comply with health and safety legislation, including accounting for the number of individuals on our premises and logging accidents.

We may, if you give us consent

  • Send you electronic marketing, including promotions and offers, in relation to our products and services if you are a member of our Costa Coffee Club and inform you of other outlets that award Costa Coffee Club points. Costa Coffee Club members can subscribe or unsubscribe from our marketing communications at any time.  For instance, preferences can be adjusted in account settings online.
  • Use cookies or similar technologies on the website, app and in marketing emails, including analytic cookies.  For more details on our use of such technologies, click here to see our Cookie Notice.
  • Through the settings on your device, send you push notifications through the app.
  • If you use the store locator in the app or site and enable location services it will notify you of the nearest Costa or Costa Express.
  • Use data for other purposes where we explain that purpose when we ask for your consent.

When you give consent, you are able to withdraw that consent at any time by contacting us, for instance by emailing mycostadata@whitbread.com.  If you do so we can only continue to use your data if another legal basis applies, such as when we’re required to do something by law.

Nevertheless, you have an absolute right to opt-out of direct marketing, including profiling for direct marketing purposes, at any time.  You can opt out of marketing by selecting “unsubscribe” in emails or by adjusting the preference settings on your Costa Coffee Club account or by emailing costacoffeclub@Whitbread.com.

When the law requires us to process your data we will do so.  This can include

  • Legal, compliance, regulatory and investigative purposes, including for government agencies and law enforcement.
  • When you exercise your rights under data protection legislation, including when you ask to subscribe or unsubscribe from our marketing communications.

5. Data sharing

Costa Limited is part of the Whitbread group of companies. Details of the Whitbread group can be found on our corporate website at www.whitbread.co.uk.   The group includes Whitbread Group plc and Costa Express Limited.

Costa Limited shares data within the Whitbread group when Whitbread Group plc provide us with support, advisory, IT, safety and security, including CCTV, and other services.

For some activities Costa uses third party service providers, for instance O2 provide Wifi in our stores.  When these service providers ask for customer data from you we may share information with them, such as whether a correct Costa Coffee Club member number has been entered to access Wifi.

We use third party providers for the following services:

  • Wifi (O2)
  • Sending promotional offers
  • Customer feedback surveys
  • Gift cards (including E-Gifts)
  • Loyalty scheme platform
  • Insurance
  • IT development, support, maintenance and hosting, including the provision of applications and website hosting
  • Payments’ processing to enable you to pay by credit or debit card
  • CCTV system provision and maintenance

If our business is to be integrated with another business or sold, your details would be shared with our advisers and any prospective purchaser’s advisers.  Your information will be passed to the new owners and you would be notified.

Personal data may be shared with government authorities and/or law enforcement officials for the prevention or detection of crime, if required by law or if required for a legal or contractual claim.

6. International transfers

Sometimes we may need to send or store your data outside of the European Economic Area (the EU plus Iceland, Lichtenstein and Norway) (‘EEA’).  For example, to follow your instructions, comply with a legal duty or to work with or receive services from our service providers who we use to help run your accounts and our services.

If we do transfer information outside of the EEA, we will make sure that it is protected by using one of these safeguards:

  • Transfer it to a non-EEA country with privacy laws that give the same protection as the EEA. Some countries have been deemed adequate by the EU.
  • Put in place a contract with the recipient that means they must protect it to the same standards as the EEA or use other mechanisms and measures to achieve adequate protection. We also may use the Standard Contractual Clauses published by the EU.
  • Transfer it to organisations that are part of Privacy Shield. This is a framework that sets privacy standards for data sent between the US and EU countries. It makes sure those standards are similar to what is used within the EEA.
  • Binding corporate rules. These are internal rules adopted by group companies to allow international transfers of personal data to entities within the same corporate group located in countries which do not provide an adequate level of protection.

For our service provider in the US, who helps us with our customer feedback surveys, we rely on Privacy Shield.  For our service provider in India, who has restricted access to some data to provide us with IT support and maintenance services, we rely on contractual measures.  For further details on the mechanisms used please contact privacyofficer@whitbread.com.

7. Cookies and similar technologies

Our website, apps and marketing emails use cookies and similar technology. Full information is in our Cookie Notice. This includes information on how to adjust your browser settings to accept or reject cookies.

8. Data retention

We keep your data to enable us to fulfil our contract with you or to provide services, whilst you are an active user of our site, app or Costa Coffee Club, where required by law or to protect legal rights.

We always look to keep your data for the minimum time in line with data protection principles and our processes.  For example, we keep:

  • Information on Costa Coffee Club members.
  • Records of payment information in line with tax law and audit requirements.
  • Customer feedback and correspondence with our customer services teams for up to 4 years afterwards, depending on the nature of the interaction and any applicable law, such as health and safety.  This enables us to respond to any questions or complaints.
  • Information to maintain records according to rules that apply to us.

If you unsubscribe from marketing communications we keep a record of this request indefinitely to ensure we do not send you direct marketing again.

We may keep your data for longer if we cannot delete it for legal, regulatory or technical reasons.

9. Your rights

You have rights over your personal data.

You can:

  • ask for a copy of your information;
  • ask for information to be corrected;
  • ask for information to be erased or deleted;
  • ask for us to limit or restrict processing;
  • object to us processing your data, in particular where we use the data for direct marketing, including profiling for direct marketing purposes.  The right to object does not apply if we must process the data to meet a contractual or legal requirement;
  • ask us to send you a copy in a structured digital format or ask for us to send it to another party.

Some rights, however, may be limited. We may be obliged by law or regulation to keep information.  We must respect other people’s privacy as well, which means we may need to redact or remove information where it includes personal data about someone else, even if it is connected to your data.  On occasion there may be a compelling legitimate interest to keep processing data.

If you want a copy of your data, to object to how we use your data, or ask us to delete it or restrict how we use it or, please see ‘Contact details’ below.  To process a request from you, we may need to confirm your identity to ensure we’re accessing the right data.

You have a right to complain to an EU data protection authority.  This can be where you live, work or where the matter occurred. In the UK, the authority is the Information Commissioner’s Office (the “ICO”).

10. Contact details

To exercise any of your rights or to withdraw consent you can email: mycostadata@whitbread.com.

To discuss or change your Costa Coffee Club account details, including preference settings, you can log into ‘My Account’ and go to (account details) and Contact Preferences or contact customer services at costacoffeclub@Whitbread.com.

For any queries relating to data protection please contact privacyofficer@whitbread.com or by writing to them at Privacy Officer, Porz Avenue, Whitbread Court, Dunstable, Beds LU5 5XE.

If we make any changes or updates to this notice we will communicate these.

11. Which Costa entity is the controller?

The controller for your information is Costa Limited, Whitbread Court Houghton Hall, Business Park Porz Avenue, Dunstable, Bedfordshire, LU5 5XE. Costa Limited runs the Costa Coffee Club within Great Britain.

Some stores using the Costa brand are franchisees.  Franchisees are all committed to protecting your privacy but, just to be clear, each Costa franchisee is an independent business and is responsible for the operation of its own stores and compliance with data protection laws.