CoffeeGrab Customer Terms of Service
Version dated 24 September 2026
1. About these terms
These terms are an agreement between you and CoffeeGrab Limited, company number 8866914 (CoffeeGrab, we, us). They govern your use of the CoffeeGrab app and services (the Service).
You must be at least 13 to use the Service. If you are under 18, a parent or guardian agrees to these terms for you and is responsible for your use.
You accept these terms in the app when you activate your account or accept a changed version. We record the version you accepted and when.
Our Privacy Policy, available in the app and at coffeegrab.co.nz/privacy-policy, explains how we handle personal information.
2. Definitions
CoffeePoints (CP) means loyalty credits issued by CoffeeGrab that you can use towards orders in the app at 100 CP per $1 of order value. They are not money and cannot be transferred or sold.
Prepaid Balance means money you have topped up into your CoffeeGrab account for future purchases.
Credit Date means the New Zealand calendar day on which a batch of CP is added to your wallet, whether from an order, a referral, a promotion or a correction.
Expiry Start Date means 28 September 2026.
3. Who does what
Cafés prepare and supply your food and drink. CoffeeGrab provides the platform, takes your order and collects payment as the café's agent, holds your balances and provides customer support. You can bring a problem with an order to us.
4. Your account
Provide accurate account information and keep your sign-in credentials secure. You may have one account per person.
You are responsible for orders placed using your credentials, except activity resulting from unauthorised access that is not your fault. Tell us promptly at support@coffeegrab.co.nz if you suspect unauthorised access. We investigate and reverse unauthorised use of your CP or Prepaid Balance that was not your fault.
Recovering your account or changing your sign-in method does not forfeit your CP or Prepaid Balance. If a balance becomes inaccessible, contact support so we can verify ownership and restore access.
5. Orders, prices and payment
When you place an order and payment succeeds, your contract with the café forms and we take payment. The items, options and prices shown at checkout form part of that contract. We send the order to the café, which prepares it for the collection time shown.
If your order does not reach the café, tell the café or us: the café makes it once it knows, and if that is not possible we refund you. If we charge you in error, we correct it. Prices include GST. We add a service fee, shown at checkout before you pay, which you can pay with CP like the rest of the order.
If a displayed price is obviously wrong, we may cancel and refund the order before it is made. If the café has already made it, you keep the order at the displayed price.
We pass order notes and allergy requests to the café, but cannot guarantee every request can be met or that a particular preparation environment is available. If you have a serious allergy, check directly with the café before ordering.
6. Refunds, cancellations and consumer guarantees
Nothing in these terms excludes, restricts or modifies your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or other law that cannot be contracted out of.
If your order is wrong, of unacceptable quality or not ready when promised, contact us at support@coffeegrab.co.nz. We arrange the remedy the law provides with the café, including replacement or refund. If the café does not provide the remedy the law requires, we provide the refund or replacement ourselves and settle with the café separately. Where the law requires a refund in money, we provide it.
You can request cancellation in the app. Whether to refund a change of mind is the café's decision; once the café has started making your order, no change-of-mind refund is due. If the café cannot fulfil your order, you are refunded in full.
Refunds return to the payment source: Prepaid Balance to Prepaid Balance, CP to CP, and card or digital-wallet payments to the original method.
7. CoffeePoints and the loyalty programme
7.1 Earning
You earn CP on the items in an eligible order, on the portion paid by card, digital wallet or Prepaid Balance, at your loyalty-tier rate. The portion paid with CP earns no further CP. Fractions of a point are rounded down. The app shows your rate, tier rules, active promotions and the points earned on each order. You can also earn points through qualifying referrals, promotions and engagement rewards shown in the app.
7.2 Spending
You can spend CP at checkout at 100 CP per $1. Your oldest points are spent first.
7.3 Your earned benefits
Once credited, CP are yours to spend under these terms. They are a loyalty benefit, not money, and cannot be cashed out, transferred or sold, except where the law requires otherwise.
CP are removed only through expiry (clause 7.4), error correction (clause 7.6), referral reversal (clause 9), fraud or misuse (clause 12), account closure (clause 16) or the programme or Service ending (clauses 7.5 and 16).
7.4 Expiry
(a) Subject to paragraphs (b) and (d), CP with a Credit Date on or after the Expiry Start Date expire, if unused, at the end of the 180th day after their Credit Date, New Zealand time.
(b) CP with a Credit Date before the Expiry Start Date do not expire.
(c) Points returned to you by a refund keep the Credit Date, and so the expiry, of the points you spent.
(d) Before a batch expires we send two reminders, 30 days and 7 days before the points expire, by push notification, by email where you have given us an email address, and in the app. A batch does not expire until both reminders have been sent. If a reminder is sent late, the expiry date moves so that you still receive the full reminder period.
(e) Your wallet shows your next expiry date and the points affected; the date shown is the last day you can use them. An expiry appears as a separate entry in your transaction history.
(f) If you think an expiry or adjustment is wrong, contact us. We will check your transaction history and restore points expired in error.
7.5 Programme changes or closure
Earning rates, tiers, promotions and referral rewards are shown in the app and may change for future orders and referrals. Points already credited keep their expiry. We may end the loyalty programme on at least 60 days' notice, during which you can still spend your points; points remaining when it ends lapse.
7.6 Errors and goodwill
We may correct a technical or processing error in a CP balance, such as a duplicate credit. Corrections appear in your transaction history. We may provide goodwill credits at our discretion.
8. Prepaid Balance
Your Prepaid Balance does not expire. It remains available until spent, refunded or lapsed under clause 16.
Prepaid Balance is for use within the Service. The value you top up is non-refundable and cannot be redeemed for cash, except where these terms or the law require a refund. It does not earn interest and is not a bank deposit. We refund it where we close your account under clause 12 or for the age requirement under clause 16, or where the Service ends under clause 16.
9. Referral programme
Your wallet shows your referral code and link. When someone new to CoffeeGrab enters your code or opens your link before placing their first order, their account is linked to yours and you both earn CP on each of their first five paid orders placed within 30 days of the link. The app shows the points for each order and your progress. We may change the rewards or qualifying orders for future referrals; a referral already linked keeps the rewards that applied when it was linked.
One referral per person: you can be referred once, you cannot refer yourself, and the referred customer must have no previous orders and no other referral or promotion code on their account. You may share your code or link publicly, including on social media. You must not send it in unsolicited messages, present the offer misleadingly, or use it with fake accounts or manufactured orders (clause 11).
We may withhold or reverse a referral reward if we reasonably believe it resulted from conduct prohibited by clause 11, or if the qualifying purchase is refunded or charged back. On a refund or chargeback, only the reward attributable to that purchase is unwound. Reversals appear in your transaction history.
10. Promotions
A promotion may have additional terms displayed with its offer, including eligibility, mechanics, dates and limits. They cannot reduce your consumer rights.
11. Acceptable use
You must not:
- Use the Service unlawfully or breach these terms.
- Create duplicate or fake accounts, misrepresent your identity, or manufacture transactions to obtain repeated rewards.
- Access the Service outside the apps we provide, or use bots, scripts or automation to place orders, collect data or earn rewards. Assistive technology is permitted.
- Interfere with security or operation, or access someone else's account or data without authority.
- Make false claims for refunds, replacements or credits.
- Send unsolicited messages containing your referral code, present the referral offer misleadingly, or harass or abuse café staff or CoffeeGrab support.
12. Fraud, misuse and enforcement
Where we reasonably believe an account is involved in fraud or misuse:
(a) We may hold the specific benefits under investigation for up to 30 days, or for one further period of up to 60 days if we explain in writing why more time is needed. A hold lasts longer only where a legal or regulatory requirement prevents release, and we tell you that is the reason. We do not freeze an entire account or Prepaid Balance unless the suspected conduct makes that necessary, and the same time limits apply to any such freeze.
(b) If we find a breach, we may reverse benefits obtained through that conduct, suspend or close the account, and recover losses where the law permits. Unless we close the account, legitimately earned benefits are not reversed because other activity breached these terms.
(c) Unless urgent security, fraud prevention or law requires otherwise, we tell you our findings before acting and explain our decision. You can respond to support@coffeegrab.co.nz and we reply within 14 days. This paragraph does not apply to withholding or reversing a referral reward under clause 9.
(d) On closure, CP obtained through the breach are forfeited and any other CP lapse. Prepaid Balance is refunded to the original payment method within 14 days, except the portion proven to have been funded fraudulently or legally restricted.
13. Intellectual property and reviews
We grant you a personal, non-transferable licence to use the app for ordering. The Service, its content and CoffeeGrab branding remain ours or our licensors'. We may use suggestions or feedback you provide without payment.
Café reviews are published to other customers with your name and profile photo, or initials if you have no photo. The café sees your first name, rating and comment. Feedback on a specific order is seen only by CoffeeGrab and you.
Reviews must be honest, lawful, about a genuine order and free of other people's personal information. We may remove or decline to publish a review we reasonably believe is unjustified, misleading or in breach of clause 11, and a café may ask us to look at a review it disputes. You can edit your review in the app and can ask support to remove it. Reviews are unpublished when your account is deleted.
14. Changes to the Service and these terms
Changes that are neutral or improve your position take effect when published in the app.
A change to these terms that reduces your rights or tightens expiry applies only from your acceptance of the new version. It cannot reduce CP or Prepaid Balance you already have, or change the expiry treatment of points already credited. The service fee is set in the app and shown at checkout before you pay. Ending the loyalty programme or the Service is governed by clauses 7.5 and 16, not by this clause.
When we publish a change that needs your acceptance, the app tells you the next time you open it and asks you to accept before you continue using the Service. If you do not accept, you cannot continue using the Service, but your account, CP and Prepaid Balance stay as they are, subject to expiry under clause 7.4, and you can accept later. You can close your account under clause 16.
The current version and its date are available in the app and on our website. A change required by law or an urgent security need may take effect before you accept it; we tell you promptly when that happens.
15. Third-party services and availability
Payment providers process payments. Apple and Google provide app distribution and some device services under their own terms. We maintain the Service carefully but cannot promise uninterrupted availability.
16. Closing your account and Service wind-down
You can close your account in the app or through support. Closing and deleting your account are the same action; it does not delete the records the Privacy Policy says we keep (section 8).
Before you confirm, we show your CP and Prepaid Balance so you can spend them first. Points and Prepaid Balance remaining when you confirm closure lapse. Closing your account ends access to your account and wallet. Resolve outstanding orders and refund requests before you close; the app will not let you close while one is open. We do not offer discretionary refunds or credits after closure. Closing your account does not stop a card or digital-wallet refund already under way, or affect rights and remedies that cannot lawfully be excluded. Deletion of your information follows the Privacy Policy.
Closure for fraud or misuse follows clause 12. We may also close an account that does not meet the age requirement. In that case we refund the Prepaid Balance to the original payment method within 14 days, and the account's CP lapse.
If we discontinue the Service, we give at least 60 days' notice with ordering and redemption continuing throughout that period. Prepaid Balance remaining at the end is refunded to your original payment method or a bank account you nominate. Points remaining at the end lapse.
17. Liability
We do not exclude liability for fraud, wilful misconduct or breaches of privacy law.
Subject to that, the café prepares your food and drink, and we run the platform, handle payments and hold your balances. Neither you nor we are liable for losses that could not reasonably have been expected.
18. Disputes and governing law
New Zealand law governs these terms. You may bring disputes in New Zealand courts and tribunals. We encourage you to contact support first and aim to respond within 14 days, but you can approach a court, the Disputes Tribunal or a regulator at any time.
19. General
Notices: we use the app and your account email or phone. Notices to us go to support@coffeegrab.co.nz.
Transfer: you cannot transfer your account. We may transfer this agreement as part of a business transfer if the recipient assumes our obligations to you, including your Prepaid Balance.
Invalid provisions: if part of these terms is invalid, the remainder continues.
20. Contact
CoffeeGrab Limited
Company number: 8866914
NZBN: 9429051554989
New Zealand
Email: support@coffeegrab.co.nz