We want you to feel comfortable purchasing a Founding Membership before ANDREA opens.
This policy explains when you can cancel, how refunds work and what happens if the opening of ANDREA is delayed or circumstances prevent us from opening.
This policy should be read together with our Terms & Conditions. Nothing in this policy limits or removes any consumer right that cannot legally be limited or removed.
Overview
Founding Membership is a pre-opening purchase. You pay for the membership before the café officially opens, but your 12-month membership period does not begin until the official opening date.
The applicable membership price and benefits are displayed before you complete your purchase.
Your statutory consumer rights apply in addition to this policy.
14-day cancellation period
Where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply, consumers generally have a 14-day cooling-off period for qualifying distance contracts, subject to applicable exceptions.
If you have a statutory right to cancel, you normally do not need to give a reason.
Any applicable exceptions, including rules relating to services that begin during the cancellation period, will be handled in accordance with applicable law and will be explained where relevant before or after purchase.
Because Founding Membership is purchased before the café opens and the membership benefits are not activated until opening, no membership coffee or other in-store membership benefit is intended to be supplied before activation.
How to cancel
To request cancellation, email us using the address below.
Please include the email address used for your membership purchase and, where available, your membership or order reference.
A clear statement that you wish to cancel is sufficient where applicable law permits cancellation by such a statement. You do not need to use a particular form unless applicable law requires otherwise.
Cancelling before opening
Your Founding Membership remains inactive until ANDREA officially opens.
If you cancel within an applicable statutory cancellation period and are entitled to a refund, we will process the refund in accordance with applicable law.
After any applicable statutory cancellation period has ended, a change-of-mind refund is not automatically available unless we expressly offer one or you have another contractual or statutory right to a refund.
The 12-month membership period starts from the official opening date, not from the date of purchase.
If the opening is delayed
ANDREA is a new physical café and the opening date may be affected by circumstances such as construction, planning, licensing, equipment installation, supplier availability or other operational matters.
If the expected opening date changes, we will communicate the updated information as soon as reasonably possible.
Your membership period is intended to begin on the actual official opening date.
If a delay creates a legal or contractual right to cancel or obtain a refund, we will provide the applicable remedy.
If ANDREA cannot open
We are building ANDREA with the intention of opening and operating the Coffee Club. However, circumstances may arise that make opening impossible or commercially impracticable.
If we determine that ANDREA cannot open, we will communicate with affected customers as soon as reasonably possible.
Where you are legally entitled to a refund, we will provide that refund.
We will not retain customer funds indefinitely without providing the applicable contractual or legal remedy.
Cancellation after activation
Once your membership has been activated, cancellation and refund rights depend on applicable law, these Terms & Conditions and whether any membership benefits have already been supplied.
If a statutory cancellation right applies, we will handle the cancellation in accordance with that right.
Where applicable law permits a proportionate adjustment because membership services have already been supplied, the amount of any refund may take account of the benefits already provided.
Nothing in this policy limits statutory rights relating to services that have not been provided as agreed.
Refund process
Where a refund is approved or legally required, we will normally return the money using the original payment method.
Where applicable law requires a refund within a particular period, we will issue it within that period.
For a valid statutory cancellation of a qualifying distance contract, applicable law may require the refund to be made within 14 days of receiving the cancellation notice, subject to any rules that apply to the particular contract.
Your bank or payment provider may take additional time to display the refunded amount.
We will not normally charge an administrative fee for a refund that is required by law.
Payment issues
If a payment appears to have failed, been duplicated or otherwise processed incorrectly, please contact us as soon as possible.
We may work with our payment service provider to investigate duplicate charges, failed transactions, payment disputes or suspected fraudulent activity.
If you believe you have been charged incorrectly, please contact us so we can investigate the issue.
Fraud, misuse and chargebacks
We may investigate transactions that appear fraudulent, unauthorised or connected with deliberate misuse of the membership system.
This may include stolen payment details, fraudulent purchases, deliberately duplicated transactions or other unlawful activity.
We will handle suspected fraud fairly and in accordance with applicable law and the requirements of our payment provider.
Nothing in this section prevents you from exercising any statutory rights available to you.
Your legal rights
This policy does not replace your statutory rights as a consumer.
Depending on the circumstances, your rights may arise under UK consumer protection legislation, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
Where our contractual terms provide less protection than the law requires, the applicable legal rights will prevail.
We aim to write our policies in clear, transparent language and to operate them fairly.
Contact us
Questions about a refund or cancellation? Contact us using the details below.