THE SMALL PRINT, IN PLAIN SIGHT
Cancellation, Refund & Collection Policy.
Effective date: 04-09-2026
This policy explains the collection, cancellation and refund rules for orders placed through The Coffee Club website or native apps.
Collection arrangements
Orders are collection only. Choose an available time or ASAP option at checkout. The selected or confirmed time is shown before payment and on the order confirmation, and the order is prepared for that time.
Cancelling before preparation
The Cancel order button is available in your order details only while the order is marked New. Confirming it sends a cancellation request; the server then checks the latest order status. If the team has changed the order to Preparing, the cancellation and refund will be refused even if the button was visible moments earlier. If accepted, the whole order is cancelled and any paid amount is refunded to the original payment method. If you cannot use the button, email support@tccsutton.co.uk with your order number as soon as possible.
After preparation has started
Once preparation has started, you cannot normally cancel the order or receive a refund simply because you have changed your mind. This does not affect statutory rights or a remedy that applies because The Coffee Club is legally responsible.
Late or missed collection
Arriving late does not normally entitle you to a refund, and failing to collect an order does not normally entitle you to a refund. We do not guarantee that food or drinks will retain their intended temperature, texture or quality if collected late.
Incorrect, faulty, unsafe or misdescribed orders
Nothing in this policy removes statutory consumer rights. Contact us if an order is incorrect, faulty or not as described, unsafe, or if you believe another statutory remedy applies. We will review the circumstances; this policy does not create or remove an automatic refund entitlement.
Unavailable items and substitutions
Price, availability and choices are checked before payment starts. If a check fails, you will be asked to review your basket. A change after confirmed payment does not silently cancel the paid order: our team will resolve the unavailable item or arrange an appropriate refund. Please do not pay again while an existing payment is being checked. Automatic substitutions are not supported.
Refunds and loyalty
An accepted customer cancellation receives a full refund and reverses the loyalty effect of that order: redeemed rewards are returned, stamps earned are removed, and unused rewards created by the order are withdrawn. If later loyalty activity means an exact automatic reversal is unsafe, the safe adjustment is made and the account is flagged for staff review. Partial administrator refunds do not automatically adjust loyalty. All refunds and adjustments are recorded.