By setting up and using your Coffee Hub account on our Platforms, you agree that you have acknowledged and accepted the Terms provided by us.
Coffee Hub has the right to amend the Terms at any time. Our customers should review the Terms regularly.
About us
Coffee Building Trading LLC Co. Is an online ordering platform that operates within the region of Saudi Arabia. The objective of our Platforms is to enable customers to order items from the stores and home vendors we partner with.
Services Availability
The services in each zone or area might change at any time because of factors such as weather and demand on our Platforms. This is to make sure that our customers receive their orders in accordance with our quality standards. Our services availability highly depends on our partners as we grant them the possibility to decide their own operating hours. Hence, we will inform you that your order that is outside the operating hours of partners is unattainable.
CoffeeHub will notify its users of the service unavailability and has the right to suspend or amend the Platforms any time at its discretion. However, notifying users that our Platforms are temporarily unavailable cannot be guaranteed.
Users Accounts
For customers to use our Platforms, they will need to create a CoffeeHub account. When your account is created you may have to provide us with your credit card details. To prevent allowing others to access your account, you should not share any information that pertains to your CoffeeHub account with anyone at all times. You will be responsible for any items ordered under your CoffeeHub account. CoffeeHub will only be responsible for items ordered under your CoffeeHub account in the case of failure to keep the Platforms secure.
We may seek the relevant authorities and close your CoffeeHub account if from our standpoint, you are abusing our services (for example, by requesting refunds you are not entitled to, repeatedly making unreasonable complaints, violating our staff or riders, or any other good reason)
The customer must not speak or send messages in a way that is threatening, racist, harassing, and immoral during any communication the customer is involved in via call or chat with the store, our rider and support team.
Minors (below 18 years) must have their guardian read and acknowledge our Terms before allowing you to use our Platforms and you must ensure the supervision of your guardian when using our Platforms.
Cancellation
The customer has the right to cancel the order before the store accepts it and if the customer has been charged, the customer will receive the full payment to their account wallet. If you want to cancel the order, please press on the cancellation button before the store accepts it.
Orders
A placed order on our Platforms is confirmed when the customer clicks on “Continue” button in the cart and it is accepted by us and the partner. All items on our Platforms are subject to availability and CoffeeHub does not guarantee the availability of any displayed item and you will be contacted by the store via chat or call in case you placed an order and one or all of the items are not available. We will notify you via email and notification that your order has been successfully placed and the process begins to fulfill the order. Upon sending the order confirmation, you enter in contract with us in which you agree to comply with our Terms and will be responsible for paying the order amount including the delivery charges. CoffeeHub does not promise that our services will be conducted in a safe manner and within a reasonably short period of time as our services are limited to notify the store and driver of your order request. You will be informed about the estimated delivery time of your order and us and the store will do our best to prepare and deliver your order as soon as possible.
If the store rejects your order, CoffeeHub and the store will not be obligated to provide the order and the services. In case the store rejects your order request and you have been charged, then you will receive a full refund to your account wallet. However, CoffeeHub and the store have the right to cancel your order before or after the acceptance of the order request and you will be notified of the cancellation.
CoffeeHub advises their users to check and review the food quality and items and the compliance of applicable laws and regulations in the food and beverage industry as we do not have the authority to regulate and monitor the quality of the items on the menu for every store. Generally, the stores are solely responsible for the food quality and are instructed by the authorities to apply specified measures and standards when preparing any food, but CoffeeHub is not responsible and does not confirm these standards and measures are applied for the food preparation at the stores.
Delivery Service
CoffeeHub is committed to deliver any confirmed order on the Platforms to the set customer location. In case you entered an incorrect location, CoffeeHub will not be obligated to re-instruct the driver about the correct location nor be liable to compensate you for the incorrect location, but the driver may be re-instructed by us to head towards the new location if it is five minutes away from the entered location. Nevertheless, CoffeeHub has the discretion to decide whether to re-instruct the driver to deliver to the new location or not.
CoffeeHub advises you to be available to receive the delivery ten minutes before the rider’s arrival. Upon arrival at the customer’s location, CoffeHub’s driver will contact you to receive the order within a period not exceeding 15 minutes and CoffeeHub’s driver may dispose of the order in case the customer fails to show up for the delivery.
You will still be charged for the order amount and delivery service fees and the delivery order will be considered as completed in the following cases, regardless of the customer’s failure to show up for the delivery in a timely manner:
1) After the customer receives the order from CoffeeHub’s driver
2) After 15 minutes from the arrival of CoffeeHub’s driver to the customer’s provided location.
CoffeeHub advises you to avoid the following reasons to receive your order successfully and without any failure:
Not waiting at the door
Not responding to the call attempts by the driver or failed to respond within a reasonable time when the driver cannot find a suitable place to leave the food.
Pick-up service
When using the pick-up service, the customer receives the purchased items directly from the store. The customer will be asked to specify the time and date of their expected arrival at the store to receive the order. The customer will be required to pay via the available online payment methods on the Platforms to confirm their pick-up order.
When the store receives the customer’s order, the order will be prepared according to the time and date specified by the customer so you can have it as fresh as possible. Delays in preparing the order and handing it to the customer at the specified time may occur due to the high demand in orders or unexpected factors. In this case, the store will prioritize preparing your order as soon as possible. The store shall not prepare another order if the customer does not like the conditions of their order by the time they arrive due to showing up late to the confirmed time and date by the customer.
In case you fail to show up to pick up your order on time, the store will have the discretion to reserve your order the way they see fit until the end of the operating hours on the corresponding day. Nevertheless, the store will contact you via chat or call to remind you about your order.
Scheduled orders
You can schedule your orders in advance at the times that work best for you when you opt for our pick-up and delivery services. To pick your order from the store or have it delivered to your location accordingly, you must specify a time within the store's working hours. You will be able to schedule orders on the same day and the following day only. Once your order has been scheduled, the store will be notified of your order request at least one hour and a half before the time you scheduled, then the preparation process will start.
When you schedule a pick-up order, please ensure to show up at the store ten minutes before the scheduled time.
Gift for a friend service
CoffeeHub allows the customer to make and confirm orders for their friends too. The customer should enter their friend’s address and contact number when choosing “send a gift ” option that is available at checkout. If you entered an incorrect friend’s address, CoffeeHub has the discretion to decide whether to deliver to that address.
Order Reviews
The customer will have the option to leave a review related to the store, their experience on our Platforms and CoffeeHub has the right to remove any review that is written by users in an offensive tone and immoral or racist language.
The listed stores cannot use the reviews option to disadvantage their competitors and in case the store was proven to violate the Terms, CoffeeHub has the right to remove the store in question permanently from the Platforms.
Offers
The stores sometimes make offers, including discounts and vouchers for the items they list on our Platforms. These offers may get deactivated and you will not be able to apply it to your order when the date of usage is past the expiry date that the store set upon creating the offer and when the customers fully use the specified and allowed attempts of the offer that is set by the store based on their marketing preferences.
We may create offers on the delivery services such as discounts on delivery and free delivery that can be automatically applied to your orders or by entering a coupon code.
Customer Rights
Once orders are placed, our customers have the right to receive the orders in accordance with their description that is provided to our Platforms. In case the delivered orders do not comply with your rights, you may contact us as soon as possible to resolve the issue. In some cases, when the whole order or part of it is damaged, CoffeeHub will inspect how did the damage occurred by requesting a photo that demonstrates the issue and to initiate the refund process for the damaged items if the damages were proven to occur by CoffeeHub’s rider. We will provide a refund or account credit in relation to the affected part of the item and in some cases, we will refund you the delivery service fee to if the whole order was affected, unless we have reasonable cause to conclude that the issue or damage was caused after completing the delivery.
Prior to processing your refund or account credit, we may take into account relevant factors, including the details of the order, including your account history, what happened to delivery and information from the Partner.
Payment
All charges, including your selected items, add-ons, delivery service fee and VAT will be clearly shown and summarized in the cart and on the checkout page in our Platforms.
CoffeeHub reserves the right to charge the delivery service fees and it will be subject to change based on our discretion.
The payment methods including cash and online payment to complete the transaction will be subject to availability as CoffeeHub gives the option to enable specific payment methods and you will be informed of which payment method is available at your checkout.
If you choose cash as a payment method, CoffeeHub rider will pick up your order from the store, then collect the cash from you to pay back the store. Please show up to receive the order and pay the order amount accordingly. Failing to pay the order amount after confirming the order will result in suspending your account on our Platforms until you clear the pending cash payment.
Refunds
When the customer cancels an order they were charged for, the customer will be refunded within 72 hours either to their bank account or account wallet based on CoffeeHub’s discretion.
Generally, no refunds shall be made to the customer after the store accepts the order except when the restaurant is unable to fulfill your order.
Tips
The customer may choose to tip the driver before confirming the order on the checkout page. Any payment intended for the rider will 100% be credited to the rider’s account.
Coffee Hub Responsibility
We are responsible to the customer for any loss or damage (including death or personal injury) that they suffer resulting from our negligence or failure to use the care and skills required when you use any service on our Platforms. We do not exclude or limit our responsibility for death or personal injury
Neither we nor our directors, officers, employees, drivers or agents will be responsible for any loss or damage (including but not limited to, losing profits, losing your orders or losing your business) that is caused by your incapability to use our Platforms and due to failing to comply with our Terms.
Intellectual Property Rights
We are the owner of or the licensee of all intellectual property rights in our Platforms. Those works are protected by copyright laws and treaties around the world. All such rights are reserved. You may not copy, reproduce, republish, download, post, broadcast, transmit, make available to the public, or otherwise use any content on our site in any way except for your own personal, non-commercial use.
All trademarks, logos, images, and service marks, including these Terms as displayed on the Platforms or in our marketing material, whether registered or unregistered, are the intellectual property of CoffeeHub and/or third parties who have authorized us with the use (collectively the “Trademarks”). You may not use, copy, reproduce, republish, upload, post, transmit, distribute, or modify these Trademarks in any way without our prior express written consent. The use of Coffee Hub's trademarks on any other website not approved by us is strictly prohibited. Coffee Hub will aggressively enforce its intellectual property rights to the fullest extent of the law, including criminal prosecution. Coffee Hub neither warrants nor represents that your use of materials displayed on the Platforms will not infringe rights of third parties not owned by or affiliated with Coffee Hub. Use of any materials on the Platforms is at your own risk.
