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Espresso House App

General Terms and Conditions   

for our loyalty program
FIKA CLUB

April 2024: Updates in Terms & Conditions

TABLE OF CONTENTS

  1. Introduction
  2. The Service
  3. Pre-ordering
  4. Fika Club
  5. Prices
  6. Payment: Charging your Coffee Card and payment via debit and credit card or membership
  7. Confirmation of completed purchase
  8. Right of withdrawal and refund
  9. Terminate your Membership
  10. Complaints
  11. Your personal information
  12. Amendment of the Terms
  13. Technical problems, deviations in our offers and extraordinary circumstances
  14. Intellectual property rights
  15. System requirements
  16. Links
  17. Fraud
  18. Assignment
  19. Applicable law, disputes and complaints management
  20. Contact us

1. INTRODUCTION

1.1 These general terms and conditions (the "Terms") apply when we, EH Group AB, registration no. 556903-5578, ("Espresso House"), provide offers (incl. discounts and gifts), and the opportunity to use our pre-order service to our members, (the "Service"). In the event of any conflict between information in the App and information in these Terms, the information in the App shall take precedence.

1.2 The terms "we”, “ours”, “our” and “us" used in these Terms refer to Espresso House.

1.3 To connect to the Service, you must be at least 18 years of age. If you are under 18 years of age, you must have the consent of your parents or guardians. Legal entities cannot become members of the Service. By connecting to the Service and joining our loyalty program, including using our pre-order service, you accept our Terms and therewith certify that the information you provide about yourself is correct.

2. THE SERVICE

General

2.1 By creating an account in the Espresso House app(the “App”), provide your mobile phone number, accept these terms and conditions and therewith becoming a member, you gain access to the Service.

2.2 As a member of the Service, you can take advantage of personal offers based on your previous purchase history and the choices you make when you use offers in our coffee shops. Our offers are also based on availability and are subject to change at any time without notice. For you who have signed up for a membership in the App, you may also pre-order your products and pick them up in any coffee shop (see more about these parts below).

2.3 You can take advantage of your offers by first activating the offer in the App and then either (i) make your order though the pre-order service, or (ii) scan the barcode for your membership before making your order in one of our coffee shops.

2.4 The Service is personal and can only be used by you. Detailed information regarding the offers will be available in the App.

2.5 You can only take advantage of your offers during the period they are available through the Service. If you do not take advantage of an offer during the period it is available through the Service, you will not be able to take advantage of this at a later date.

2.6 The Service can be used at those of our coffee shops that are connected to the loyalty program.

2.7 You choose whether you want to allow us to send push notifications with information about offers available to you. By activating push notifications, you give us permission to send you messages with offers available.

Other features in the App: Gifts and benefits for you

2.8 You can top-up another person's digital Coffee Card in the App by providing the payment method and mobile telephone number of the person whose digital Coffee Card you wish to top-up. The minimum amount is stated in the App. 

2.9 When you, as a member, make a purchase of a certain amount in one of our coffee shops, you will receive digital "points" on your membership account. There may be certain restrictions on the number of points that you may receive during a certain period. When you have collected a certain number of points you can exchange your points in the “Fika Club”. Further details on the purchase amount needed in order to receive points, and the number of points needed in order to exchange for a gift etc. are available in the App.

2.10 Every point has an expiration date, and different points can have different expiration dates. Duration of the points cannot be changed or extended.

2.11 If you enter your date of birth in the App, you will receive a gift as your birthday present displayed in the App provided that your membership has been activated through a purchase and you have therewith received a point.

2.12 You can send gifts to other members by entering their mobile phone number and selecting an item that you would like to send as a gift. The member will then receive the gift as a digital offer in the App, which he/she can subsequently take advantage of in our coffee shops. You can do this by entering the mobile phone number of the person you would like to send the gift to. To do this your digital Coffee Card must be charged with the amount of the value of the gift. Certain restrictions apply on our offers, see clause 5.2 below, and therefore discounts cannot be used when sending a gift.

2.13 Please note that telephone numbers will be stored when you use them in our sharing function. Please read our Privacy Policy for more information about what our processing of your personal information means for your privacy and what rights you have in connection with this, and how you can check how your personal data is used.

3. PRE-ORDERING

3.1 You can pre-order food and beverages in the App from a coffee shop close to you.

3.2 When you place an order via the App, you enter into a binding agreement to purchase the product at a set price at the time of the order. You will be charged in full for your products ordered when you place the order, whether or not you pick up your order.

3.3 When you place an order, you can specify your location, which makes it possible for us to show the coffee shops in your vicinity. You may also need to provide us with additional information such as debit card details, depending on the payment option that you choose. You hereby guarantee that all such information is correct and ensure that the information is kept current.

3.4 When you place an order, you will be offered a choice of coffee shops where you can pick up your order. We will show the coffee shops that are in your vicinity and the coffee shops you usually visit. After selecting the coffee shop, you want to pick up your order from, you can place an order from our menu. The selected coffee shop will prepare orders in the order they are received. You will receive a message with the estimated time it takes for the order to be completed and ready for collection. Please note that the estimated waiting time in the App may change. We do not guarantee and take no responsibility for your order being ready when the estimated waiting time is over or if you arrive after the relevant coffee shops opening hours. You, as customer, are responsible for picking up the product from the chosen coffee shop. If your order is regarding food and/or beverage, Espresso House has no liability for any potential degradation of your order as a consequence of your delay to pickup the order. 

3.5 As regards to pre-ordered product(s), you need to be prepared to show your order screen in your app with the correct order number and the correct PIN code to be able to pick up your product(s), if the barista requests it. Only you can pick up your pre-ordered product(s)and you are not allowed to order for anyone else (see 2.5).

3.6 Acceptable payment methods are debit and credit card, payment from your digital Coffee card, and other payment solutions provided by Espresso House from time to time.

3.7 You do not have the right to cancel your order in terms of food and/or beverages, see further in section 6 below. For information regarding your right to complain, see section 8 below.

4. FIKA CLUB

4.1 In Fika Club you can exchange your points to gifts and offers.

4.2 Points that have been redeemed for gifts or offers cannot be returned to points or other gifts and/or offers in the Fika Club.

4.3 You can only take advantage of your gifts or offers from Fika Club during the period they are available through the Service. If you do not take advantage of an offer during the period it is available through the Service, you will not be able to take advantage of this at a later date.

4.4 The assortment of available gifts and offers for exchange in Fika Club may differ at different times and for individual members.

4.5 The provision of these general terms and conditions shall apply equally, unless explicitly stated in this section, to purchases, orders and any other transactions made in the Fika Club (including without limitation, the provisions herein relating to prices, payments and refunds).

5. PRICES

5.1 It is free of charge to become a member of the Service. However, your mobile or internet operator may charge a fee when you use the Service via the App, and your bank can charge a fee for the payment service you use when purchasing through the App. In addition, other third-party bank fees, exchange fees or costs or other related costs may also apply.

5.2 Our prices are listed in the App and include VAT. If the VAT changes, we reserve the right to change the prices accordingly.

5.3 We reserve us for any typing errors and incorrectly stated prices in the App.

6. PAYMENT: CHARGING YOUR COFFEE CARD AND PAYMENT VIA YOUR DEBIT AND CREDIT CARD OR MEMBERSHIP

Digital Coffee Card

6.1 In the App you receive access to your own digital Coffee Card. The minimum amount, which is subject to change, is stated in the App and you can ask any of our baristas.

6.2 If you have refilled your digital Coffee Card with an amount in advance, you can use it to pay for our products in our coffee shops. If you would like to pay with your digital Coffee Card, tell the barista that you wish to use this payment method. Thereafter scan the barcode shown in the App for your membership, which is connected to your digital Coffee Card. The purchase amount will then be debited from your Coffee Card. If the purchase is made in another currency than the currency of the Coffee Card, the debited amount will be adjusted for any currency exchange rate that may be applied by us at our discretion. If the available balance of the Coffee Card is insufficient to cover the debit for whatever reason, the payment will be refused, and you will be required to present another means of payment.

6.3 Topping-up your Coffee Card, or refilling it in advance, means that you transfer an amount to your digital card so that you use the amount on the card at a later time to pay for your purchases in our coffee shops. Such amount shall be in the same currency as the currency of your Coffee Card unless we provide otherwise and, in which case, the amount credited to your Coffee Card as a result of the transfer will be adjusted for any currency exchange rate that may be applied by us at our discretion. The transfer is irreversible, and you can’t withdraw any amount available on your Coffee Card in cash or as deposit to your bank account, save for any potential withdrawal right you may have as customer (see Section 6). You can top-up your digital Coffee Card by connecting your debit and credit card to your digital Coffee Card via the App, or through any other payment solution provided by Espresso House from time to time, and thereafter choose the amount you want to transfer to your Coffee Card. When topping up you receive a set amount of points that you can use in “Fika Club” to exchange for gifts. The number of points received when topping up is stated in the app.

6.4 You can also refill/top-up your digital Coffee Card at any of check out desks. Tell the barista at the checkout to top-up your digital Coffee Card and that you want to pay for the purchase with the amount that you have topped-up your card with.

Register your debit or credit card

6.5 You can update, change, or delete a registered debit or credit card in the App at any time. If you choose to delete your card details, the information will also be deleted in our systems.

Scan the bar-code for your membership

6.6 You can take advantage of personal offers by scanning the barcode for your membership in the App before you pay for your purchase at our coffee shops, and you choose which payment method you wish to use to pay for your purchase.

Exchange rate when using the Service abroad

6.7 An exchange rate will be applied at our discretion when you make a payment with your Coffee Card or make a transfer to your Coffee Card in a country with another currency than the currency of your Coffee Card (which is normally the currency of the country where you first set up the Coffee Card).

7. RIGHT OF WITHDRAWAL AND REFUND

Coffee Card

7.1 When you top-up your digital Coffee Card at the checkout in our coffee shops, the transfer is irrevocable. You will subsequently not be able to recover the amount paid, neither by refunding the amount to the debit or credit card, nor by receiving the amount in cash in our coffee shops.

7.2 When you top-up the digital Coffee Card in the App by connecting it to your debit or credit card, you are entitled to a 14-day right of withdrawal from the day the top-up was made.

7.3 If you would like to use your right of withdrawal, please contact us by using our contact form at espressohouse.com within 14 days from when the top-up was made. You can also use the Swedish Consumer Agency's standard form available at our webpage

7.4 If you choose to use your right of withdrawal, we will refund the payment that we have received from you. Refunds are made to the debit or credit card used for the top-up. The amount will be refunded within 14 days from the date we received your notice of withdrawal.

7.5 You can only top up the Coffee Card in the currency of your Coffee Card (i.e., in the currency of the country where you first set up your Coffee Card).

Pre-order in the App

7.6 In accordance with the Swedish Act (2005:59) on Distance Contracts and Off-Premises Contracts, you have no right to cancel orders for food and/or beverage through the App. If you have any opinions, please see the section below regarding complaints.

7.7 For any orders placed through the App that are not food and/or beverage, you are entitled to a 14 day’s cancelation right as from the date payment was made.

7.8 If you would like to use your right of withdrawal, please contact us, for example at support@espressohouse.se by using our contact form at espressohouse.com, within 14 days of the payment being made. You can also use the Swedish Consumer Agency's standard form https://publikationer.konsumentverket.se/kontrakt-och-mallar/angerblankett. Refunds are made to the debit or credit card used for your payment. The amount will be refunded within 14 days from the date we received your notice of withdrawal.

8. TERMINATE YOUR MEMBERSHIP OR YOUR SUBSCRIPTION

The Service

8.1 You can terminate your membership of the Service, at any time, and stop using the Service by contacting us by using our contact form at www.espressohouse.com.

8.2 Espresso House has the right to terminate your membership if you are in breach of one or more sections in these Terms.

8.3 If there is money remaining on your digital Coffee Card when your membership ends, please contact us by using our contact form at www.espressohouse.com. You will then receive a physical Coffee Card containing the same amount that was remaining on your digital Coffee Card when the membership ended.

9. COMPLAINTS

9.1 If you receive a product that you consider defective or if you consider any of our services to be defective, we ask that you notify the staff at the checkout as soon as possible or contact customer service at the contact information specified below, see clause 20. Complaints may, however, not be made later than three (3) years from the time when you received the product or our services was completed. Please note that you must inform us about the defect "within a reasonable time" after you discover it. If you complain within two months of discovering the defect, you will always be considered to have complained about the defect within reasonable time. However, we recommend that you provide your complaint immediately.

9.2 If you notify the staff at the checkout about the defect, we strive to resolve the situation on the spot. If you instead choose to contact customer service, we will normally contact you within a few days after we have received your complaint.

10. YOUR PERSONAL INFORMATION

10.1 When you use the Service, we collect and process your personal data. We will process your personal data in accordance with applicable law, including the General Data Protection Regulation. See more about our and our collaboration partners' processing of your personal data HERE.

11. AMENDMENT OF THE TERMS

11.1 Espresso House reserves the right to adjust and update these Terms at any time. You will be notified of all updates carried out via at least one of our information channels, i.e., via our website or the App. If the Service is amended in a way that negatively affects your rights, we will provide you with detailed information about this in accordance with applicable law.

11.2 The changes apply either from the time you accept the Terms (in connection with purchases made via the Service), or 30 days after we have informed you about the changes by publishing these on our website or the App. Espresso House recommends you stay updated regarding any possible changes by visiting our website regularly: www.espressohouse.com.

12. TECHNICAL PROBLEMS, DEVIATIONS IN OUR OFFER AND EXTRAORDINARY CIRCMSTANCES

12.1 We are not responsible for any technical problems you experience with the Service due to reasons or events caused by fire, flood, explosion, riot, war, war-like events, hurricanes, sabotage, terrorism, vandalism, accidents, restrictions issued by the state, new laws, injunctions, strikes and other similar events. These circumstances justify discharge from liability and other sanctions.

12.2 Espresso House will always work to ensure that the technology behind the Service and the App works well, but the App is delivered as it is and with the quality it has. Espresso House is not responsible for any lost offers or similar events, which are due to technical problems when using the Service or the App. If you experience technical problems when using the Service or the App, please see "frequently asked questions" or contact us by using our contact form at espressohouse.com or contact one of our baristas in a coffee shop.

12.3 Espresso House always works to ensure that the offers and discounts made available to you are accurate and up to date. However, we cannot guarantee that all of our offers and discounts are always available at all of our coffee shops. Nor can we guarantee that all the offers and discounts are accurate and up to date at all times. Espresso House cannot be held responsible for any discrepancies between the offers presented through the Service and access to those in our various coffee shops.

13. INTELLECTUAL PROPERTY RIGHT

13.1 All content and materials available in the App and through our services, such as text, files, images, trademarks, logotypes, graphics, drawings, photographs, videos, music, or other material (the "Content") are protected by Espresso House's or our business partners' copyright, trademark protection and/or other applicable intellectual property rights. You may not reproduce, process, copy, transmit, sell, link to or transfer Content without previous written consent from Espresso House.

14. SYSTEM REQUIREMENTS

14.1 You are responsible for ensuring that you have a phone with software that enables you to use the App. Also, always ensure to have the latest update on your telephone and the latest update of the App.

15. LINKS

15.1 The App may contain links to other websites that are outside of our control. We are not responsible for the privacy practices or the content of these websites but provide links to facilitate for our visitors to find more information within specific areas.

16. FRAUD

16.1 We report all fraud and hacking to the police as well as attempts to do so. We reserve the right to refuse or cancel your purchase if we have reason to suspect fraud, hacking and/or other sorts of misuse of the App.

17. ASSIGNMENT

17.1 Your rights and obligations under these Terms may not be assigned by you to a third party. We are, however, free to assign our rights and obligations under these Terms to a third party.

18. APPLICABLE LAW, DISPUTES AND COMPLAINTS MANAGEMENT

18.1 These Terms are governed by Swedish law.

18.2 If you have complaints or opinions regarding our products or services you should, in the first instance, contact us by using our contact form at espressohouse.com, so that we can resolve your case in the best way.

18.3 If you are not satisfied with our handling of your case, you are welcome to contact The National Board for Consumer Disputes (ARN), www.arn.se or Allmänna Reklamationsnämnden, Box 174, 1010 23 Stockholm, to have your case tried. We do not make a general commitment to participate in alternative dispute resolution proceedings, but we will take final position on this issue in the event of a dispute. You can also use the online complaints platform that is available on the EU Commission's website http://ec.europa.eu/odr.

18.4 If, as a result of these Terms, any disputes arise, which are not resolved through alternative dispute resolution proceedings, the Swedish judicial system shall settle the case with the District Court of Stockholm as the first instance, to the extent allowed by applicable law.

18.5 If the authorized court finds that one clause or several clauses in these Terms are invalid or unenforceable, that clause shall be amended, and the other clauses shall be deemed valid and enforceable to the extent allowed by applicable law.

19. CONTACT US

19.1 If you have any questions or concerns, please contact us by using our contact form at espressohouse.com.