We’re committed to making your experience seamless—from the first tap to the last sip. This article outlines our refund policy, including the scenarios in which refunds are handled by Joe Coffee and those that are managed directly by individual coffee shops.

There are two types of balances on the joe app:

1. joePass balance can be used for mobile ordering at any shop on the joe platform. It is managed by joe Coffee and may be eligible for a refund under certain conditions.
    
2. Store-Specific Gift Card Balance is tied to a specific coffee shop and is managed directly by that shop—not by joe Coffee. Since the funds are sent to the shop at the time of purchase, only that shop can process a refund, typically through their in-store register. This applies even if the shop is no longer part of the joe platform.

When joe Coffee Can Process a Refund

joe Coffee can issue a refund only for your joePass balance in the following cases:

• The shop has closed
• You’re no longer using the joe app
• You accidentally uploaded funds to joePass

To request a refund, please contact our support team and include your:

• Full Name
• Phone Number
• Email Address associated with your Joe app
• A brief description of your request

We’ll take it from there!

Refunds That Must Be Handled by the Shop

If your funds were uploaded to a specific shop, or if the issue relates to a shop order, joe Coffee cannot process the refund. Here's how these scenarios are handled:

Ordered from the Wrong Shop or Location

• Customer Responsibility: Customers are responsible for ensuring that the correct store is selected before placing an order. Once the shop accepts and fulfills the order, we cannot offer a refund.
• Shop Discretion: You may contact the shop directly or visit in person to request a refund. Whether they approve it is at their discretion.
   

Order Placed at a Closed Store

• If a store is closed and does not accept the order, the joe system will automatically cancel the order and refund the customer.
   

Refund Timing and Payment Notes

• Once a refund is approved, it typically takes 3–7 business days to appear in your account.
• Old Balances: If the refund request is for a balance from several years ago, and the card used has expired, the refund may fail. Refunds can only be sent to the original payment method.
• ACH Payments: ACH-based payments need a short clearance period before refunds can be processed. This ensures the funds have settled to avoid reversals or processing delays.