Refunds and cancellations

Counter orders

If a drink is not right, tell the bar. We remake it immediately at no charge. That remake is the first fix for a wrong milk, a cold cup, or a shot that missed the 26-second target. You do not need a receipt for a remake on the same visit.

An untouched order can be refunded in full to the original payment method if you return it within 15 minutes of purchase. Once a drink or plate has been consumed beyond a first taste, we remake or we stop; we do not cash out a finished cup. Card refunds show on the statement in 3–5 business days. Debit and tap follow the same window. We do not move a refund to a different card than the one that paid.

Pickup orders

Cancel by phone on +1 604 731 5096 before the order is made and we refund in full. We start making a pickup when the bar can hold it. Once it is made, we hold it for 30 minutes. After 30 minutes a no-show cannot be refunded, because the milk and the pastry have already left the case. If we made the wrong ticket, we remake it when you arrive or we refund it if you no longer want it.

Retail beans

Unopened bags returned within 14 days with the receipt are refunded in full. Opened bags are replaced or refunded if the coffee is stale or faulty, within 14 days of the roast date printed on the bag. Ground-to-order bags are refunded only if they are faulty. A bag that was stored open on a warm shelf past that roast window is not refunded. House blend 340 g is $22.00, rotating single origin 340 g is $26.00, house blend 1 kg is $58.00, and drip packs ×10 are $18.00. Those till prices are the amounts we refund when the rule applies.

Subscriptions

Morning Pass is $89.00 CAD per month. Desk Fuel is $249.00 CAD per month. Floor Service is $690.00 CAD per month. Cancel any time with 30 days’ notice by e-mail to [email protected]. The current paid month runs to its end and is not pro-rated. Unused Morning Pass drinks do not roll over and are not refunded. Size-ups and the 10% kitchen discount end when the pass ends.

If a scheduled route delivery is missed through our error, we deliver within 24 hours or we credit that week’s share of the plan. On weekly tiers that credit is one quarter of the monthly fee: $62.25 CAD on Desk Fuel and $172.50 CAD on Floor Service. A miss caused by a closed concierge desk with no backup name is rebooked on the next Tuesday or Thursday.

Plans can be paused up to four weeks a year at no cost, in whole weeks, with five business days’ notice. First-month satisfaction: if the first delivery is wrong and we cannot fix it within 5 business days, that first month is refunded in full. Loan grinders on Desk Fuel and Floor Service come back when the plan ends. A missing loan grinder is invoiced at replacement cost.

Catering and workshops

A 40% deposit holds a date. On a boardroom tray of $185.00 CAD that deposit is $74.00 CAD. On a half-day cart of $950.00 CAD it is $380.00 CAD. On a full-day cart of $1,690.00 CAD it is $676.00 CAD. On a latte-art workshop of $540.00 CAD it is $216.00 CAD. Bulk brew at $34.00 CAD per litre follows the same 40% hold when it is booked as a standalone.

Cancel more than 10 business days before the event and the deposit is refunded in full. Cancel 4–10 business days before and 50% of the deposit is refunded. Cancel under 4 business days and the deposit is retained, because staff and milk are already committed. If we cancel for any reason on our side, you receive 100% back within 5 business days. Date changes made more than 10 business days ahead move the deposit once at no cost. A second date change is treated as a cancel and a new hold. Travel already incurred outside Metro Vancouver at $1.15 CAD per kilometre is not refunded. Workshop no-shows are not refunded.

Gift cards

Gift cards at $25, $50, and $100 are not refundable for cash. They stay valid indefinitely and can be transferred. A card used on a remade drink does not lose the remake; we remake the drink and leave the remaining balance as it is.

How to request a refund

E-mail [email protected] with the date, the amount, and what was ordered, or call +1 604 731 5096. We confirm within one business day and process approved refunds within 5 business days to the original payment method. Best time to call is after 10:00. Plans and carts should include the invoice number if we already sent one.

Not refundable

Consumed food and drink beyond the remake policy. Opened beans past 14 days from the roast date. Ground-to-order bags that are not faulty. Unused Morning Pass drinks. The unused tail of a paid month after a 30-day cancel. Workshop no-shows. Catering cancelled under 4 business days. Travel already incurred outside Metro Vancouver. Gift cards cashed out. A closed loading zone that blocked a drop you were responsible for receiving.

Related pages: terms, privacy, menu, plans, catering, and contact.