THE SMALL PRINT, IN PLAIN SIGHT
Online Ordering Terms & Conditions.
Effective date: 04-09-2026
These terms cover collection orders placed through The Coffee Club native apps. The service is operated by The Coffee Club Sutton LTD.
Collection orders only
Orders placed through the native apps are for collection only. Choose an available collection time or ASAP option at checkout. The confirmed collection time and collection address are shown before payment and with the order confirmation.
Placing and confirming an order
Review the items, customisations, allergen information, collection choice and total price before using the final action. Your order is accepted when payment has been successfully confirmed, where payment is required, and we show you an order confirmation.
Prices, availability and changes
The total price, including selected paid options and applicable discounts or rewards, is displayed before payment. Prices, availability and collection choices are checked before starting payment. If a check fails, you are asked to review your basket. If availability changes after payment is confirmed, we retain the paid order and the team will resolve any unavailable item or arrange the appropriate refund. If payment confirmation is delayed, do not pay again: check the existing payment or contact us. The system does not support automatic substitutions.
Payment
SumUp provides the payment checkout and handles card and supported wallet details. The Coffee Club records the payment reference and status needed to create and manage the order. If payment is unsuccessful, the order is not accepted and you can review the basket or try payment again.
Collection
Orders are prepared for the selected or confirmed collection time. Arriving late does not normally create a right to a refund, and failure to collect does not normally create a right to a refund. We do not guarantee that food or drinks will retain their intended temperature, texture or quality when collected late.
Cancellations and refunds
You may contact us to request cancellation before preparation has started. Once preparation has started, an order cannot normally be cancelled or refunded simply because you have changed your mind. Requests should be sent to support@tccsutton.co.uk. See the Cancellation, Refund & Collection Policy.
Account deletion and TCC Balance
Account deletion is permanent. You can keep your account and use your TCC Balance before requesting deletion. If you choose to lose remaining balance, we display the amount and ask for separate confirmation. That amount is permanently forfeited when deletion completes; no refund or transfer is created by deletion. Outstanding payments or orders must resolve first. You can view or withdraw a pending request from the deletion screen. This does not remove any statutory consumer right.
Your statutory rights
Nothing in these terms removes statutory consumer rights or remedies where The Coffee Club is legally responsible, including where an order is incorrect, faulty or not as described, unsafe, or another legal remedy applies. A refund is not automatic in every situation; the circumstances will be reviewed.
Allergens and food information
Review the Contains, May contain and Unverified information for every product and selected option before ordering. Ingredients, recipes and suppliers can change, and allergens are handled in the preparation environment. See Allergen & Food Information and speak to staff if unsure.
Accounts and loyalty
The website provides menu information and account management. Ordering takes place in the authorised native apps; browser and PWA checkout are unavailable. Use the same TCC account in the website and either app. Guest orders do not earn stamps. Loyalty earning and redemption are governed by the Loyalty Programme Terms.
Problems and complaints
For an order problem, refund request or complaint, email support@tccsutton.co.uk and include the order number and enough detail for the issue to be reviewed.