These terms and conditions (“Terms and Conditions”), together with the Costa Coffee Gibraltar Privacy Policy (“Privacy Policy”) and, if you use the Costa Coffee Gibraltar App (“App”), the End User Licence Agreement** (“EULA”), apply to your App Membership (“Membership”) and govern the relationship between Sandpiper (Gibraltar) Holdings Limited, a company incorporated in Gibraltar with company number 111328 whose registered office is at Sovereign Place, 117 Main Street, Gibraltar, GX1 1AA (“Sandpiper (Gibraltar) Holdings Limited”, “Costa Coffee Gibraltar”, “we” or “us”) and you in respect of your Membership. Use by you of the App will constitute confirmation that you have read and agree to these Terms and Conditions. You must therefore read these Terms and Conditions carefully. We are a limited company. If there is anything you do not understand, please contact us via customerservices@sandpiper.gi.
By using our app, you confirm that you accept these terms of use and that you agree to comply with them. We recommend printing a copy of these terms and conditions for future reference.
Membership:
You can become a member by downloading the App and successfully completing the registration process on the App (“Member”). You are required to be over the age of 16 at the time of registration to become a Member. New Members can use the App for the purposes of their Membership.
What Membership means
Once you have completed the registration process to join the Membership and have been accepted by us, you are a Member in accordance with these Terms and Conditions.
Your Membership can only be registered in the name of an individual and an individual may only register one Membership.
Your Membership enables you to earn virtual points (“Loyalty Points”) on the App. A Loyalty Points is added for every £1 spent on a specified Costa Coffee product (see “Earning Points”). Loyalty Points can be redeemed into a corresponding Voucher equal to the number of points earned (1 Point = £0.10). For example, obtaining 30 points will allow a Member to exchange them for a £3 voucher (“Voucher”) which can then be redeemed in accordance with the “Redeeming Vouchers” section below.
Managing your Membership
You shall be able to manage your Membership on the App. Managing your Membership includes being able to update your personal information (including adding or amending your date of birth) and changing your communication preferences.
Earning Points:
Loyalty Points can only be earned in-store at the time of purchase and only if the QR Code on your App is scanned at the point of purchase. Loyalty Points can also be earned automatically when mobile ordering.
You will earn one (1) Loyalty Point for each:
£1 spent in store (e.g. a drink which is on the menu board) purchased from a Costa Coffee Gibraltar outlet;
£1 spent on anything purchased under (i) via Click & Collect.
For the avoidance of doubt, if a Member makes multiple purchases in one transaction, the Member will receive the number of Loyalty Points which corresponds with the total value of goods purchased. Earning of Loyalty Points is not limited to one Loyalty Point per transaction.
You also earn:
one additional (1) Loyalty Point for each drink purchased from a Costa Coffee Gibraltar outlet using a suitable reusable cup. Only reusable cups that are clean, of an appropriate size for the purchased barista prepared drink and with a secure lid will be accepted. The store manager’s decision as to the acceptability of any cup will be final;
one (1) Loyalty Point when you successfully complete registration of your Membership on the App;
Loyalty Points cannot be earned on purchases made using a voucher or a gift card.
If you have not used the App to earn Loyalty Points and/or redeem Vouchers in the past twelve (12) months, all your Loyalty Points which have not been converted to Vouchers will expire.
Redeeming Vouchers
Once you have earned the number of Loyalty Points equal to or above the Threshold, those Loyalty Points can be converted into a Voucher of corresponding value (of which 1 Loyalty Point = £0.10) on the App. Vouchers are valid for three months from the date on which they are issued.
You can check the number of Loyalty Points you have earned and the value of a Voucher you can redeem at participating Costa Coffee Gibraltar outlets by checking the App.
Loyalty Points and Vouchers have no cash value. Loyalty Points and Vouchers can only be earned, held, and redeemed as set out in these Terms and Conditions. Any Loyalty Points or obtained or used otherwise than in accordance with these Terms and Conditions will be invalid and cannot be redeemed.
Loyalty Points earned cannot be pooled with Loyalty Points earned by another Member and redeemed together for a Voucher.
In order to redeem a Voucher in-store, you will need to scan the QR Code at the point of purchase using the App, and state that you would like to redeem your Voucher. When using Click & Collect, you can redeem a Voucher by selecting it as an applicable payment option. Multiple Vouchers (provided they are personal to you) can be redeemed in the same transaction (whether in-store or when using Click & Collect).
You may redeem Vouchers against any purchases made in-store at Costa Coffee Gibraltar outlets or ordered using Click & Collect from Costa Coffee Gibraltar outlets. Vouchers can be redeemed in conjunction with other rewards, discounts, or promotions, unless the terms of the offer or promotion state otherwise and save as set out below.
Vouchers cannot be:
used more than once;
redeemed against purchases of items other than Handcrafted Drinks made in Costa Coffee Gibraltar outlets;
redeemed against purchases of bundle deal drinks;
used in a manner which would entitle a Member to a promotional offer. For example, if we had a buy one get one free offer on a handcrafted coffee, the use of the Rewards to purchase such a coffee would not entitle you to a second free coffee; or
used in conjunction with any discount or privilege card whether issued by us or by any third party.
Other Promotions
Other offers and promotions may be made available to Members via the App from time to time. These offers and promotions will be subject to their own separate terms and conditions.
Expiry and Cancellation
Your Membership does not have an expiry date. However, your:
Loyalty Points will expire if you have not used the App to earn Loyalty Points and/or redeem Vouchers in the past twelve (12) months; and
Vouchers will expire three (3) months after they have been issued.
Expired Loyalty Points and Vouchers cannot be redeemed or reinstated to the App.
You may delete the App at any time. If you wish to cancel your Membership altogether, you can do so via the app. Just tap the settings Icon and follow the link to “Delete Account.” If you don’t have access to cancel your account via the app, please contact us at customerservices@sandpiper.gi
If you cancel your Membership, you will lose the right to redeem any Vouchers that are unused at the time of cancellation and any Loyalty Points which have not converted to Vouchers shall be lost.
If you cancel your Membership, you may choose to re-join the Membership. When restarting your Membership, your previously earned Loyalty Points and Vouchers will not continue to your new Membership.
If you are in breach of these Terms and Conditions, if we have reasonable grounds to suspect that you are engaged in fraudulent or other criminal activities relating to us, the App, or your participation in the Membership, or if you supply false or misleading information to us, we may:
forfeit all Loyalty Points and Vouchers accrued by you;
suspend your right to collect Loyalty Points and/or redeem Vouchers,;
terminate your Membership.
Click & Collect
Click & Collect is a service that allows Members to pre-order and pay for selected food and drinks from a Costa Coffee Gibraltar outlet, and pick up their order at the selected outlet (“Click & Collect”). You may pre-order your food and drink for collection and take-away or, if you are in a Costa Coffee Gibraltar outlet and do not want to place your order at the counter, you can use Click & Collect to place and collect your order for consumption in store.
In order to be able to use Click & Collect you must:
be at least 16 years of age;
be a Member who has registered on the App.
follow the instructions on the App to choose the items you want to order from a Costa Coffee Gibraltar outlet for collection.
follow the instructions on the ‘Order’ section of the App to input your credit/debit card details (we do not accept American Express (AMEX) cards).
Once you have placed your order simply make yourself known to a member of staff at the collection point in the relevant Costa Coffee Gibraltar outlet. You will be given the food/drink that you have pre-ordered. We will use your name on a printed ticket to help identify your order.
Please note that we will provide an estimated time when your order will be ready for collection and if your order is not collected within 15 minutes of the specified collection time, it will be disposed of, and you will not receive a refund.
You do not have a right to cancel any order made through Click & Collect under the Consumer Rights on Contract Regulations 2013. If you have a query on your order please contact the store directly using the contact details in the App.
Once you have confirmed your order, your credit/debit card details will be processed by a third party transactional supplier in accordance with the relevant Data Protection laws.
If you are a Member who uses the App, you will be able to earn Loyalty Points against purchases made using our Click & Collect service. If you make a Click & Collect using the App, Loyalty Points will be applied automatically on Click & Collect orders.
If you wish to redeem a Voucher you should select the appropriate payment option when purchasing your order.
If you want to request a refund for an item that you have paid for using Click & Collect then please contact Customer Services via customerservices@sandpiper.gi and our customer services team shall determine whether you are entitled to a refund.
Top-Up Service:
The App has a Top-Up Balance feature that allows you to add funds to your account as a method of payment. These funds (“Funds”) can be used as a method of payment at any Costa Coffee Gibraltar outlet, for both in-store purchases and Click and Collect.
You must be at least 18 years old and a resident of Gibraltar to use the top-up balance feature. By topping up your balance, you confirm that the funds used are your own and have been legally acquired.
You can add Funds to your App balance via the payment methods provided within the ‘Top-up’ of the App. Funds can be topped up from a minimum of £10 to a maximum of £50. These amounts are given in the App. We reserve the right to change these top-up limits at any time.
The topped-up balance can only be used for purchases at Costa Coffee Gibraltar outlets. You must ensure there are sufficient funds in your balance by checking the App before making a purchase. We are not responsible for any transactions declined due to insufficient funds.
Topped-up Funds will remain available on your account for a period of 12 months from the date of the last activity on the App. After this period, any remaining balance of Funds left on your account may expire and will no longer be accessible.
We do not charge any fees for topping up your Funds balance, or for using your balance in a transaction. However, standard fees may apply for certain payment methods (such as credit card processing fees). This will be clearly stated at the time of the transaction.
Topped-up Funds are non-transferrable and cannot be pooled with another Member. Topped-up Funds are only refundable in certain cases, such as a technical error or an unauthorized transaction (see “Unauthorized access to your account”). If you want to request a refund for your Top-Up Funds then please contact Customer Services via customerservices@sandpiper.gi and our customer services team shall determine whether you are entitled to a refund. Refunds are given at our discretion.
If you cancel your Membership, any remaining Funds in your balance shall be lost.
If you cancel your Membership, you may choose to re-join the Membership. When restarting your Membership, your previous Funds balance will not be reinstated.
We reserve the right to terminate your access to the Top-Up balance feature and forfeit any Funds remaining in your account, if we have reasonable grounds to suspect that you are in breach of these Terms and Conditions.
We reserve the right to modify these terms at any time. Continued use of the top-up balance feature constitutes your acceptance of any changes. For further information see the “Variation” section below.
Changes to your details
If you need to change any of the details you provided when you registered, please either:
update your details through the App;
contact us via customerservices@sandpiper.gi
Unauthorised access to your account
If you choose, or you are provided with, a user identification code, password, or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party. If someone else accesses your Membership through the App, you may lose any Loyalty Points and Vouchers you have earned. We are not liable for any unauthorized use of your account.
You are responsible for keeping your account details secure. If you believe your account has been compromised, you should promptly report any fraudulent or unauthorised use of your Membership to us via customerservices@sandpiper.gi.
If someone makes unauthorised use of your Membership we may, at our sole discretion re-credit any Top-Up Balance amounts, Loyalty Points or Vouchers redeemed without your consent to the App. We have the right to disable your Membership, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms of use, or if there are reasonable grounds for suspecting that you are or have been engaged in fraudulent or other unlawful conduct in relation to your Membership.
Complaints procedure
Complaints regarding any element of your Membership should be sent in writing to Sovereign Place, 117 Main Street, Gibraltar, GX1 1AA or by email to customerservices@sandpiper.gi
Compensation
Loyalty Points and Vouchers earned through using your Membership are not covered by any compensation scheme.
Customer Services
If you need assistance or if you have any enquiry relating to your Membership, you can contact us at customerservices@sandpiper.gi
Data protection and privacy
We are committed to maintaining the security of your personal information in accordance with the requirements of relevant data protection laws.
We will only use your personal information as set out in our Privacy Policy.
Liability of Sandpiper (Gibraltar) Holdings Limited:
If Sandpiper (Gibraltar) Holdings Limited fails to comply with these Terms and Conditions, it is responsible for loss or damage you suffer that is a foreseeable result of its breach or of its negligence. Sandpiper (Gibraltar) Holdings Limited is not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it was an obvious consequence of Sandpiper (Gibraltar) Holdings Limited’s breach or if it was contemplated by Sandpiper (Gibraltar) Holdings Limited and you at the time that you became a Member of the Membership and agreed to be bound by these Terms and Conditions.
Sandpiper (Gibraltar) Holdings Limited shall not be held liable for any loss or damage to you resulting directly or indirectly from any cause beyond our control, including but not limited to, failure of network services and failure of data processing systems.
Nothing in these Terms and Conditions excludes or limits our liability for:
(1) Death or personal injury caused by our negligence;
(2) Fraud or fraudulent misrepresentation; or
(3) Any matter in respect of which it would be unlawful for us to exclude or restrict our liability.
To the extent permitted by law, our aggregate liability to you in respect of any loss or damage suffered and arising out of or in connection with these Terms and Conditions, whether in contract, tort (including negligence) or for breach of statutory duty, or in any other way, shall not exceed the amount of £100.
Your rights as a consumer
As a consumer you have legal rights in relation to goods that are not of a satisfactory quality or fit for purpose and services not carried out with reasonable care and skill. Advice about your legal rights is available from Citizens’ Advice Bureau Gibraltar or the Gibraltar Office of Fair Trading (OFT). Nothing in these Terms and Conditions will affect these legal rights.
Variation
We may make minor changes to these Terms and Conditions from time to time. Please check these Terms and Conditions regularly to ensure that you understand the up-to-date terms that apply in relation to your Membership.
For any significant changes to these Terms and Conditions that will materially impact you or if we choose to discontinue the Membership then we shall provide you with 30 days written notice.
Governing law
These Terms and Conditions are governed by Gibraltar law. This means that any dispute or claim arising out of or in connection with these Terms and Conditions and/or the Membership (including non-contractual disputes or claims), will be governed by the laws of Gibraltar. You can bring proceedings in respect of these Terms and Conditions in the Gibraltar courts. We both agree to the exclusive jurisdiction of the courts of Gibraltar.
If you are a consumer who is resident in Gibraltar and we direct the Membership to (and/or pursue our commercial or professional activities in relation to the Membership in) the country in which you are resident, you will benefit from any mandatory provisions of the law of the country in which you are resident. Nothing in these Terms and Conditions affects your rights as a consumer to rely on such mandatory provisions of local law.
Terms and Conditions last updated 13 November 2024.