1. Order cancellation
Customers may cancel an order before preparation of the order has started.
If an order is successfully cancelled before preparation begins, the customer is entitled to a full refund of the amount paid for the cancelled order.
Once preparation of an order has started, the order can no longer normally be cancelled. Any cancellation or refund request made after preparation has started will be considered by Cup Cup on a case-by-case basis.
2. Returns of prepared food and beverages
Cup Cup products are freshly prepared food and beverages. Due to their perishable and made-to-order nature, products that have been prepared and handed over to the customer generally cannot be returned or exchanged merely because the customer has changed their mind.
This does not affect the customer’s right to contact Cup Cup where the product or order is incorrect, incomplete, defective, damaged, or otherwise not provided as ordered.
3. Incorrect, missing, damaged or defective orders
Customers should contact Cup Cup as soon as reasonably possible if an incorrect product was provided, one or more products are missing, a product is damaged or defective, the order materially differs from what was ordered, Cup Cup is unable to fulfil all or part of the order, or another problem attributable to Cup Cup prevents the customer from receiving the order as agreed.
After reviewing the circumstances, Cup Cup may provide, as appropriate, replacement of the affected product, correction or completion of the order, a partial refund, or a full refund.
4. Pickup orders
Cup Cup currently provides orders for pickup from the Cup Cup location selected by the customer when placing the order, unless another fulfilment method is specifically made available at checkout.
The customer is responsible for selecting the correct pickup location before confirming the order. Once an order has been prepared, failure to collect it does not normally entitle the customer to a refund.
Cup Cup may make exceptions where the failure to collect or fulfil the order was caused by Cup Cup or where other circumstances reasonably justify a refund.
5. Unavailable products
If Cup Cup is unable to provide a product that has already been paid for, Cup Cup may offer an appropriate replacement with the customer’s agreement, issue a partial refund for the unavailable item, or cancel and refund the affected order where appropriate.
Customers will not be charged for products that Cup Cup is unable to provide.
6. Card payment refunds
Online card payment is not currently available in the Cup Cup app. The rules in Sections 6–8 apply only where online card payment is offered at checkout.
Where online card payment is offered at checkout, payments originally made by bank card are refunded exclusively through a cashless banking or payment-processing method. Cup Cup does not provide cash refunds for purchases originally paid by bank card.
Approved refunds will be submitted through the applicable banking and payment-processing system. Where technically applicable, the refund will be returned through the payment method associated with the original transaction in accordance with the procedures of the acquiring bank, issuing bank, and payment system.
7. Refund processing time
For a refund relating to an online card payment, once the refund has been approved, Cup Cup will normally submit it to the applicable banking or payment-processing system within 3 business days.
After Cup Cup submits the refund, the time required for the funds to appear on the customer’s card or account may vary depending on the issuing bank, acquiring bank, applicable payment system, and banking processing times. Cup Cup cannot control processing delays occurring after the refund has been successfully submitted to the banking or payment-processing system.
8. Duplicate, incorrect or failed payments
Where online card payment is offered, customers should contact Cup Cup if they are charged more than once for the same order, an incorrect amount is charged, payment is taken but the corresponding order is not successfully created or fulfilled, an order is cancelled but a payment remains charged, or another payment-processing error occurs.
After verification of the transaction, any confirmed duplicate or erroneous payment will be refunded through the applicable cashless payment method.
9. How to request a cancellation or refund
Contact Cup Cup LLC at 59 Baghramyan Avenue, Apt. 28, Yerevan, Republic of Armenia; email info@cupcup.am; or phone +374 95 528 980.
Please provide, where available, your full name, order number, date and approximate time of the order, pickup location, amount paid, and a brief description of the issue. Cup Cup may request additional information reasonably necessary to verify the order or payment.
Do not send Cup Cup your full bank card number, PIN, CVV/CVC security code, or online-banking credentials.
10. Refund abuse and fraud
Cup Cup reserves the right to refuse a refund request where there is reasonable evidence of fraud, abuse, intentional misuse of the ordering system, or a materially false claim. This does not restrict any mandatory rights available to customers under applicable law.
11. Changes to this policy
Cup Cup may update this policy from time to time to reflect changes in its services, payment arrangements, operational procedures, or applicable legal requirements. The current version will be published on the Cup Cup website with its last-updated date.
12. Applicable law
This policy is governed by the laws of the Republic of Armenia. Nothing in this policy limits or excludes any rights or remedies that cannot legally be limited or excluded under applicable Armenian consumer-protection laws.