1. Introduction and scope of application
This document sets out the general terms and conditions that apply when customers access, use the website thecapitalcoffee.com, create an account, submit requests, place orders or conduct transactions with The Capital Coffee.
The general terms and conditions apply together with product information, prices, fees, promotions and specific policies published on the website at the time the customer conducts a transaction.
Where a specific policy contains provisions that are more specific regarding payment, shipping, inspection, returns, security or complaint resolution, the specific policy shall prevail for that content, provided it does not limit consumers' mandatory rights under applicable law.
2. Definitions
“The Capital Coffee”, “we” or “the seller” means the entity that owns and operates the website, and supplies the products, goods or services presented on the website.
“Customer”, “buyer” or “consumer” means any organization or individual who accesses the website, reviews products, creates an account, places an order or transacts with The Capital Coffee.
“Order” means an offer to purchase products submitted by the customer through the order placement process on the website. An order is only considered received or confirmed in accordance with the provisions of Section 7 of this document.
“Specific policies” include the Payment Policy, Shipping Policy, Return Policy, Inspection Policy, Complaint Resolution Policy, Privacy Policy and Cookie Policy.
3. Website usage conditions
Customers must have the legal capacity to act in accordance with applicable law. If a minor or a person with restricted capacity conducts a transaction, the transaction must be carried out by or with the lawful consent of their legal representative.
Customers commit to providing truthful, complete and accurate information; to lawfully using the selected payment method; and not to using the website for fraud, forgery, money laundering, infringing third-party rights or disrupting the system.
The Capital Coffee may temporarily suspend or refuse access in case of conduct that appears to violate these terms, but such action does not eliminate the customer's right to pursue lawful complaints regarding transactions that have already occurred.
4. Product information and availability
The Capital Coffee strives to provide clear information on product names, ingredients, weight, characteristics, usage instructions, storage, origin and warnings where required by law or by the nature of the product.
Product images are for illustrative purposes. Colors, display size or packaging may have minor differences due to device, lighting, production batch or packaging improvements, but this does not alter the fundamental nature or quality commitments of the product.
Displaying a product on the website does not guarantee it is always in stock. If a product is out of stock, discontinued or cannot be supplied, we will notify you and propose an appropriate solution, including substitution, adjustment or refund of the relevant amount.
5. Price, taxes and fees
Product prices are shown on the website at the time the customer places the order. The website will display or clearly notify taxes, shipping fees and incidental costs before the customer confirms the transaction, to the extent that the system can determine them.
For international orders, customers may be required to pay import taxes, customs fees or collection charges in the destination country, unless otherwise specified during the payment step.
In the event of an obvious pricing display error due to technical or data-entry mistakes, The Capital Coffee will notify the customer before processing the order. The customer has the right to agree to proceed on the adjusted terms or to cancel the unfulfilled portion of the transaction and receive a refund of any corresponding payments.
6. Ordering process and review mechanism
Before submitting an order, customers are given an opportunity to review products, quantities, delivery information, delivery method, payment method and the estimated total value.
Customers are responsible for checking and correcting incorrect information before clicking the confirm order button. After submission, changes may be limited if the order has been packed, handed to the carrier or if unrecoverable costs have been incurred.
The website or relevant system will send an automatic notification acknowledging receipt of the order request. This automatic notification is not, by itself, a final confirmation that the order will be fulfilled.
7. Confirmation and formation of the transaction
A transaction is considered confirmed when The Capital Coffee sends an order confirmation notice, begins processing the order or takes other actions that clearly indicate acceptance to supply the products.
The Capital Coffee may contact the customer to verify information, quantities, address, payment method or special requests before confirmation.
If an order cannot be confirmed, we will notify the customer within a reasonable time and refund any amounts received for the unfulfilled portion of the transaction, in accordance with the Payment Policy.
8. Payment
Customers may choose one of the payment methods displayed and operational at the time of ordering. Details regarding payment procedures, confirmation, failed transactions, payment security, reconciliation and refunds are set out in the Payment Policy.
The Capital Coffee will never ask customers to provide bank passwords, CVV/CVC codes or OTP codes by phone, email, social media or messages outside the official payment process.
Customers must report promptly if they detect unusual transactions or suspect payment information has been compromised.
9. Shipping and delivery
Delivery scope, delivery methods, estimated times, shipping fees, geographic limits, handling of delays and unsuccessful deliveries are governed by the Shipping Policy.
Delivery times are estimates and may vary due to the delivery address, weather, traffic conditions, customs, force majeure events or the carrier's capacity.
In case of significant delays, The Capital Coffee will endeavor to notify customers and provide an appropriate solution. Customers may request cancellation of the unfulfilled portion of the transaction if permitted by law or applicable policy.
10. Inspection upon delivery
Customers are recommended to check the product name, quantity, the external condition of the package, packaging and signs of damage at the time of receipt in accordance with the Inspection Policy.
Failure to inspect at the time of delivery or to notify within the recommended timeframe does not automatically waive the right to complain about hidden defects, quality issues or safety concerns that can only be detected after opening the packaging or reasonable use.
Customers should keep photos, videos, packaging, shipping labels and relevant documents to support verification.
11. Returns and refunds
Conditions, timeframes, supported cases, required evidence, return procedures, related costs and refund timing are specified in the Return Policy.
For food products, coffee or goods with storage requirements, The Capital Coffee may refuse requests arising from improper use or storage contrary to instructions. However, opened packaging does not automatically exclude the right to complain if the defect can only be detected after opening.
Refunds, if approved, are usually made via the original payment method or another method agreed by both parties and permitted by law.
12. Customer accounts
When the website supports accounts, customers are responsible for keeping login information secure and for notifying us if they detect unauthorized access.
Customers are responsible for activities carried out through their accounts, except where caused by system errors, actions of The Capital Coffee or other reasons for which, under law, the customer is not liable.
The Capital Coffee may lock or restrict accounts showing signs of fraud, system attacks or serious violations; customers may still contact us to request a review.
13. User reviews and interactions
Customers must only post truthful, appropriate content that does not infringe privacy, reputation, trademarks, copyrights or other rights of third parties.
The Capital Coffee may hide or remove content that violates the law, contains malware, unauthorized advertising, false information or offensive language. Moderation will not be used to remove truthful feedback solely because it is unfavorable to the brand.
Customers retain ownership of their content but grant The Capital Coffee the right to display, store and process the content as necessary to operate the website, handle feedback and protect lawful interests.
14. Intellectual property
Brand names, logos, layouts, images, videos, articles, data, documents and other components on the website are the property of The Capital Coffee or are used with authorization.
Customers may not copy, modify, distribute, commercially exploit, counterfeit or use these assets in a misleading way without consent or legal basis.
Details regarding copyright, trademarks, third-party content and legal notices are published on the Legal page.
15. Personal data and Cookies
The collection, use, storage, sharing and protection of personal data is governed by the Privacy Policy. The use of Cookies and similar technologies is explained separately in the Cookie Policy.
Customers may exercise their rights regarding personal data through the contact information disclosed in the Privacy Policy, to the extent and under the conditions provided by applicable law.
Marketing activities are conducted on a lawful basis, including obtaining consent where required by law. Customers may opt out of marketing communications by following the instructions in each notice.
16. Customers' rights and obligations
Customers have the right to timely, accurate and complete information; to choose whether to enter into a transaction; to review information; to receive confirmation; to be delivered the correct products; to request invoices/documents; and to complain, return, receive refunds or claim compensation under law and applicable policies.
Customers are obliged to provide accurate information, make full payment, cooperate in receiving goods, store products according to instructions, use the website lawfully and provide reasonable evidence when requesting support.
Nothing in these General Terms and Conditions shall be construed as waiving or limiting consumers' mandatory rights.
17. The Capital Coffee's rights and obligations
The Capital Coffee is responsible for publishing company information, products, prices, terms of transaction and necessary policies; protecting data; confirming and executing transactions; receiving complaints; and cooperating to resolve disputes in accordance with the law.
The Capital Coffee has the right to verify, refuse or cancel orders that show signs of fraud, illegal activity, unverifiable information, products that can no longer be supplied or failed payments.
When an order is cancelled for reasons not attributable to the customer, The Capital Coffee will refund any amounts received for the unfulfilled portion of the transaction, except for lawful fees that have been incurred and were clearly notified beforehand.
18. Reasonable limitation of liability
The Capital Coffee is liable within the limits of the law for providing information, product quality, transaction performance and acts of parties selected or controlled by it as provided by law.
The Capital Coffee is not responsible for damages arising entirely from customers providing incorrect information, storing or using products contrary to instructions, accessing fraudulent services, or events beyond reasonable control, except as otherwise provided by law.
No disclaimer shall apply to exclude mandatory liability for health, safety, personal data, fraudulent conduct, intentional wrongdoing or breaches of consumer rights.
19. Force majeure
Force majeure events may include natural disasters, epidemics, war, riots, large-scale strikes, infrastructure failures, telecommunications disruptions, decisions of state authorities or other objective events that are unforeseeable and cannot be reasonably remedied.
The affected party will endeavor to notify, limit damage and resume performance as soon as conditions permit.
If an event continues such that the purpose of the transaction cannot be achieved, the parties may agree to adjust or terminate the unperformed obligations; related funds will be handled in accordance with law and applicable policies.
20. Complaints and dispute resolution
Customers may send feedback or complaints via the hotline, email or official support channels published. Procedures, documents required, response timeframes and escalation are set out in the Complaint Resolution Policy.
The parties shall prioritize resolving issues through good-faith discussion and negotiation. If no agreement is reached, customers may seek remedies from state authorities, consumer protection organizations, mediation, arbitration or courts with jurisdiction as provided by law.
Choosing a dispute resolution mechanism does not limit consumers' rights under the law.
21. Governing law and language
These General Terms and Conditions are governed by the laws of Vietnam, unless mandatory provisions of other jurisdictions apply to international transactions.
The Vietnamese version is the official version. English or Chinese translations are provided for convenience; in case of discrepancy, the Vietnamese version shall prevail, unless otherwise required by law or a valid agreement.
Content must be presented clearly, legibly and be accessible before the customer confirms the transaction.
22. Changes to the terms
The Capital Coffee may update this document to reflect changes in law, technology, payment methods, shipping or business operations.
New versions will be published on the website and dated. Changes will not be applied retroactively in a way that reduces rights already accrued from transactions confirmed before the date of change, unless required by law or the customer gives valid consent.
Customers should check the current version before placing an order.
23. Contact
For any questions about the General Terms and Conditions, please contact The Capital Coffee via hotline 0935 366 565, email info@thecapitalcoffee.com or the business address published on the website.
When contacting us about an order, customers should provide full name, order code, contact information and the subject matter to expedite handling.
24. Related policies
These General Terms and Conditions apply together with the Payment Policy, Shipping Policy, Return Policy, Inspection Policy, Complaint Resolution Policy, Privacy Policy, Cookie Policy and Legal.