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:
(i) Obtaining a card free of charge at any participating Costa outlet and registering it online at www.costa.co.uk/coffee-club ("Website") or via the App; or
(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 firstname.lastname@example.org. 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.
Mobile Ordering 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.
In order to be able to use Mobile Ordering 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 Mobile Ordering 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 Mobile Ordering 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 Mobile Ordering 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 email@example.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 regarding any element of your Membership should be sent in writing or by email to Customer Services, Costa Limited, Costa House, 6 Porz Avenue, Houghton Hall Business Park, Houghton Regis, Dunstable, Beds, LU5 5YG or firstname.lastname@example.org. All complaints will be subject to the Costa Complaints Procedure which will be provided to you on your request.
Points earned through using your Membership are not covered by any compensation scheme.
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 email@example.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.
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.
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.
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.
This Agreement is governed by English law.
*Calls Charged at National Rate