Terms & Conditions

1. Background

Roast & Ground provides commercial coffee machines, coffee and related consumables and maintenance services. These Terms of Sale govern the sale of goods and services to both businesses and consumers. Please read carefully before placing an order. If you order from us, you are accepting these Terms of Sale.

2. Definitions

3. Product Specifications

• Details of Goods are outlined in the Sales Order or Quote provided.

4. Pricing and Orders

• Consumable Orders: Orders can be placed online, by phone or by email. Order confirmation indicates receipt, not acceptance. A contract exists upon invoice issuance.
• If we have made an honest and obvious error in the acceptance of any Order, we may cancel that Order at any time until we dispatch it.

5. Payment Terms

• Invoices must be paid as specified on the invoice or within 30 days if we have not specified a date. We reserve the right to recover overdue sums under the Late Payment of Commercial Debts (Interest) Act 1998.
• Additional charges may apply for extra filters and other goods and services not covered in the Order Confirmation and costs arising as a result of you not meeting the obligations imposed on you under these Terms.
• For the contracted services we offer, payment is quarterly in advance, the first payment due in advance of providing the services.
• In the event of delayed payment, we may suspend or end supply of the Goods and Services without any liability on our part for losses you may incur.
• We may increase our prices after the first year of providing any service. If that increase is more than 10% in any year, you may end the contract by giving us 3 months’ written notice, within 7 days of our informing you of the increase – time is of the essence in this provision.

6. Shipping and Handling

• Lost or Damaged Goods: You must notify us within 2 working days of any lost or damaged goods.
• Delayed Delivery: Delivery schedules are estimates only and are non-contractual. We have no liability if a delivery does not arrive on schedule.

7. Service Agreements

• Scope of Services: We will provide maintenance services for the equipment specified in the Sales Order, subject to these terms outlined.
• Maintenance Exclusions: Maintenance does not cover;
  • CO2 bottle supply and replacement.
  • Faults caused by using the Equipment in an improper environment (e.g. unsuitable power supply).
  • Neglect, misuse, or failure to follow operating instructions.
  • Unauthorized modifications, repairs, or maintenance by third parties.
  • Relocation or transportation not arranged by us.
  • Use of non-approved supplies or cleaning routines.
  • Damage due to accidents (fire, flood, vandalism, etc.)
  • Denial or inability to provide access to equipment.
• Your Obligations:
  • You must use, maintain and clean the Equipment in accordance with our specification and only with Consumables supplied by us.
  • All operational issues must be reported immediately.
  • You must ensure compliance with the Electricity at Work Regulations 1989 including annual PSSR tests where applicable.
• Response Time: We try to respond to maintenance requests within 24 hours during business hours (Monday to Friday, excluding public holidays). We have no responsibility if we do not meet this response time.
• Contract Duration: Contract is valid for the duration of the lease, for cash purchases it is 3 years from installation date. After this termination is possible by either party with 3 months' written notice. After 5 years we provide labour-only support and charge for any parts needed.

8. Hygiene Agreements

• Scope of Services: We will provide hygiene services for the equipment specified in the Sales Order.
• Consumables: You will only use Consumables supplied by us in the Equipment.
• Contract Duration: The agreement is for a minimum of 3 months, with termination possible by either party with 1 month’s written notice after that period.
• Modifications: We can adjust terms and pricing based on order volumes, equipment relocation and non-conformance with the obligations we have specified in these Terms.
• Service Date Changes: you must inform us at least 14 days in advance, if you want to change the date on which we provide service. We cannot guarantee to meet any changed date.

9. Tax Charges

• VAT will be added to all UK orders at the prevailing rate.

10. Returns Policy

• Business Customers: You can cancel and return goods within 7 working days for a full refund, excluding return shipping costs. Coffee machines, water taps and any orders for non- standard Equipment , together with perishable, damaged and unsaleable Goods are excluded from this provision. Refunds are processed within 30 days.
• Consumers: You have a cooling-off period to cancel your order within 14 calendar days. Contact us to initiate a return. Certain items, such as sealed or bespoke goods, are excluded and used or damaged items may not fall within this policy. You must pay the costs of the return.

11. Faulty, Damaged, or Incorrect Goods

We ensure goods are as described and of satisfactory quality. Report non-compliance within a reasonable time. We may offer a replacement or refund after assessing the returned items and only when we have received them. We will cover return costs. No refund will be offered if you have abused, altered or damaged the Goods.

12. Retention of Title

Goods remain our property until full payment is received.

13. Liability

Except where we are not allowed to exclude liability by law, we accept no liability for any indirect or consequential loss due to our failure and our maximum liability to you, in these circumstances is limited to the total value of your Order.

14. Your Responsibilities

You should maintain insurance on machines and comply with relevant safety regulations. Insurance cover is compulsory in the case of Lease machines.

15. Contacting Us

For enquiries, email us customersupport@roastandground.co.uk or call at 020 8397 8676. Our address is: Roast & Ground Limited, Unit 6 Kingston Business Centre, Fullers Way South, Chessington, KT9 1DQ.

16. Privacy Policy

We do not disclose personal information to third parties except for order fulfilment. Cookies are used for site functionality. Our Privacy and Cookie Policies can be found on our websites – https://shop.roastandground.co.uk and https://roastandgrounddirect.co.uk/

17. Severability

If any provision is deemed invalid, the remaining terms shall remain in effect.

18. Assignment and Subcontracting

If we wish, we may assign, transfer or delegate all or any of our benefits and obligations under the agreement to any third party but if we do so, your rights will not be affected.

We may provide our services using skilled sub-contractors and, where we do, we will have primary responsibility for the work they provide.

19. Third Parties

No entity which is not a party to the agreement between you and us has any rights in it.

20. Jurisdiction

Disputes will be settled in the courts of England and Wales under English/Welsh law.