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You earn points on the items in an eligible order, on the part you pay by card, digital wallet or Prepaid Balance, at the rate for your loyalty tier. The part paid with CoffeePoints does not earn further points. Fractions are rounded down. Referrals, promotions and engagement rewards can also earn points.

You can use 100 CoffeePoints towards $1 of an order in the app. They are not money and cannot be cashed out, transferred or sold.

Yes. You can pay with CoffeePoints and cover any remaining balance with your card, digital wallet, or prepaid balance in the same order.

Points added to your wallet on or after 28 September 2026 expire at the end of the 180th day after the day they were added, if you have not spent them. Points added before 28 September 2026 do not expire.

Your oldest points are spent first.

Your wallet shows your next expiry date and how many points it affects; the date shown is the last day you can use them. We send two reminders, 30 days and 7 days before they expire, by push notification, by email if you have given us one, and in the app. Points cannot expire until both reminders have been sent; if one is late, the expiry date moves so you still get the full warning period. An expiry shows as its own entry in your transaction history.

Refunded points come back with the same expiry as the points you spent.

Contact support@coffeegrab.com. We will check your transaction history and restore points removed in error.

Your wallet has a referral code and link. When a friend who is new to CoffeeGrab enters your code or opens your link before their first order, you both earn CoffeePoints on each of their first five paid orders placed within 30 days of the link. The app shows the current rewards. Your friend must have no previous orders and no other referral or promotion code on their account. The app shows the progress for each friend. We may change the rewards for future referrals; a referral already linked keeps its rewards.

Yes, including on social media. Don't message it to people who haven't asked for it, and that includes texts, emails and direct messages. Don't present the offer misleadingly or use it with fake accounts or manufactured orders.

If we reasonably believe it came from conduct the Terms prohibit, such as fake accounts or manufactured orders, or if the qualifying purchase is refunded or charged back. On a refund or chargeback, only the reward tied to that purchase is unwound. Reversals appear in your history and you can contact support.

Pre-ordering with CoffeeGrab is easy! Browse the menu of your favourite café, select your drinks, customise them to your taste, and choose a pickup time. Once you place your order, the café will prepare it ready for your arrival!

Yes! You can choose milk alternatives, extra shots, flavours, and more, depending on the café's menu. Customisation options are displayed during the ordering process.

At checkout you choose when to pick up: as soon as possible, or a short time ahead in a few five-minute steps. CoffeeGrab is built for same-visit pickup, so orders can't be scheduled days in advance.

Once your payment goes through, your order is confirmed and sent to the café automatically. If a payment doesn't go through, the order isn't placed and you aren't charged. If there's a problem with a confirmed order, contact us through the app and our team will help sort it out.

You can request cancellation in the app. Whether to refund a change of mind is up to the café; once it has started making your order, no change-of-mind refund is due. If the café cannot make your order, you are refunded in full. If your order doesn't reach the café, tell the café or us: the café makes it once it knows, and if that isn't possible we refund you. Your consumer-law remedies for a faulty or unfulfilled order always apply.

Refunds go back to where the money came from: card to card, Prepaid Balance to Prepaid Balance, points to points, except where the law requires a refund in money. If the café will not provide a remedy the law requires, we provide it ourselves.

We accept credit and debit cards, Apple Pay, Google Pay, your prepaid balance, and CoffeePoints. Card and digital wallet payments are processed securely through Stripe.

Yes. A service fee, inclusive of GST, is added to each order and shown at checkout before you pay. You can pay it with CoffeePoints like the rest of the order.

You're charged as soon as you place your order. This confirms it so the café can start preparing.

No. It stays available until you spend it, or it lapses if you close your account. It does not earn interest and is not a bank deposit.

Prepaid Balance is for spending in the app. It is non-refundable and can't be redeemed for cash, except where the Terms or the law require a refund. We refund it to your original payment method where the law requires, if we close your account for fraud or eligibility reasons (except any part proven to have been funded fraudulently or that the law restricts), or if CoffeeGrab shuts down. If you choose to close your account, we show you your balance first so you can spend it; anything left when you confirm lapses.

Your Prepaid Balance does not expire and stays in your account. CoffeePoints still expire on their normal dates. Deleting the app does not close your account.

Head to the café's designated pickup area for CoffeeGrab orders. Your order number and name identify it to the café staff. Check the in-app details for anything specific to that café.

Your order is prepared for the pickup time you chose, so try to arrive around then for the freshest coffee. If you arrive late, the café will still have your order ready, though freshness can't be guaranteed.

You can request a later pickup time in the app, though this may not be possible once the café has started preparing your order. You can still collect a late order, but freshness can't be guaranteed.

Yes! Someone else can pick up your order. They just need to give your name or order number to the café staff.

Yes. Changes that improve things or are neutral apply when published. A change to the Terms that reduces your rights applies only from when you accept it in the app, and accepting never takes away points or balance you already have. The app tells you next time you open it and asks you to accept before you continue. If you don't accept, you can't keep using the app, but your account, points and balance stay as they are (points still expire on their normal dates) and you can accept later. If you'd rather close your account, email support@coffeegrab.com; points and balance left at closure lapse.

Before you confirm, we show your CoffeePoints and Prepaid Balance so you can spend them first. Whatever is left when you confirm lapses. Closing ends access to your account and wallet, so sort out any open orders and refund requests first; the app won't let you close while one is open. There are no discretionary refunds or credits after closing. Closing doesn't stop a card or digital-wallet refund already under way, or the rights the law gives you that can't be excluded. Closing does not delete the records the Privacy Policy keeps: financial records, earlier profile details, and diagnostics, location and logs for the periods it states.

No. Recovering your account or changing your sign-in method does not forfeit points or balance. Contact support if a balance becomes inaccessible.