Bookings, Cancellations & Refunds

1. Product Orders

We want you to love every brew. If your order arrives damaged, incorrect, or does not match what was described, we will make it right.

• Damaged or incorrect items: Contact us within 7 days of delivery with a photo. We will send a replacement or issue a full refund at no cost to you.
• All other items: All products are perishable goods and are not eligible for refund once delivered, except for damaged or incorrect items as described above.

2. Private Events & Catering Bookings

Payment Schedule

• Deposit: 50% of the total booking amount is required at the time of booking to secure your date.
• Balance: The remaining 50% is due no later than 2 weeks before your event.
• Short-notice bookings (under 2 weeks): 100% of the total booking amount is required at the time of booking.

Cancellation Policy

Cancellation timelines are measured from the scheduled event date. Refunds are calculated against the total amount paid at the time of cancellation.

• More than 1 month before event: 75% refund of the total amount paid.
• Between 2 weeks and 1 month before event: 50% refund of the total amount paid.
• Fewer than 2 weeks before event: No refund.

These fees cover event preparation costs already incurred, including ingredient sourcing, equipment logistics, and partial compensation to baristas for lost labour. We appreciate your understanding — our team begins preparing well in advance to ensure the best experience for your guests.

3. How Refunds Are Processed

Approved refunds are processed through Stripe back to the original payment method. Refunds typically appear within 5–10 business days depending on your bank or card issuer. We do not issue refunds in cash or via alternative payment methods.

4. How to Request a Refund

To request a refund or report an issue with your order, please contact us with your order number and a description of the issue. Include a photo for damaged or incorrect items.

We aim to respond to all refund requests within 2 business days.

5. Exceptions

We reserve the right to refuse refund requests that do not meet the above criteria, or where we reasonably believe the request is fraudulent. In these cases, we will provide a written explanation.