Terms of Service

You must be at least 18 years old, or the age of majority where you live, to create an account or place an order. You must be 21 or older with valid government-issued identification to purchase or be served wine, beer, or other alcoholic beverages at the café. Alcohol is sold for on-premises consumption and by the bottle for pickup only; we do not ship alcohol.

You can browse and buy as a guest, or create an account with your email or by signing in with Apple or Google. You are responsible for keeping your sign-in method secure and for everything that happens under your account. Tell us right away if you think someone else is using it.

Give us accurate information and keep it current, especially your shipping address and the email we use for receipts. You may close your account at any time from the app or by emailing hello@andocafes.com. We may suspend or close accounts that break these terms, are used fraudulently, or abuse our staff.

Placing an order is an offer to buy. We accept it when we charge your payment method and send a confirmation; until then we may decline or cancel an order for any reason, including pricing errors, suspected fraud, or an item selling out. If we cancel after charging you, we refund you in full.

Prices are in US dollars and exclude shipping and any applicable sales or excise tax, which are calculated and shown at checkout. We do our best to keep prices, descriptions, and photos accurate, but small-batch products vary and we may correct errors at any time. Payments are processed by Stripe; by paying you also agree to Stripe’s terms. We accept the payment methods shown at checkout, including Apple Pay where available.

Every parcel is packed at our café in Kailua, Hawaiʻi, and shipped to the destinations offered at checkout within the United States and Canada. Shipping cost and options are quoted for your address before you pay; free shipping, when offered, applies to the order subtotal after discounts and before tax.

• We aim to dispatch in-stock orders within two business days. Freshly milled matcha and roasted coffee may take a little longer; we will tell you if that is the case.
• Delivery estimates come from the carrier and are not guaranteed. Once a parcel is handed to the carrier, risk of loss passes to you, but if a parcel arrives damaged or goes missing in transit, contact us and we will work with the carrier to replace it or refund you.
• You are responsible for entering a complete, correct address. Parcels returned to us as undeliverable can be reshipped at your cost or refunded less the original shipping charge.
• International orders may be subject to duties, taxes, or customs fees charged by the destination country. These are your responsibility and are not included in our prices.

We want you to love what you receive. Here is how returns work:

• Matcha, coffee, and other food. Because they are perishable, we cannot accept returns of opened food products. If something arrives damaged, stale, or is not what you ordered, email us within 7 days of delivery with a photo and we will replace it or refund it.
• Ceramics, clothing, and merchandise. Unused items in their original condition and packaging may be returned within 30 days of delivery for a refund of the purchase price. Return shipping is at your cost unless the item arrived damaged or we made a mistake.
• Café purchases. Talk to a member of our team before you leave and we will make it right.

Refunds go back to the original payment method and typically appear within 5 to 10 business days, depending on your bank. Original shipping charges are refunded only when the return is due to our error.

You can preload café credit (“Ando credit”) to your account through the app or at the counter. Credit is a prepaid balance redeemable for food, drinks, and products at the café and in the app. Credit has no cash value, cannot be transferred to another account, and is not redeemable for cash except where the law requires. Ando credit does not expire. Any bonus added to a top-up is a promotional gift and may be adjusted or withdrawn for future top-ups; bonus credit is not refundable in cash.

If you close your account with credit remaining, contact us and we will refund the unused amount you paid, less any promotional bonus. Tips left at the counter, in the app, or through our tip-jar kiosk are voluntary, go entirely to our staff, and are not refundable.

Event tickets are for the date, time, and number of guests on your confirmation. If you cannot attend, let us know at least 48 hours before the event for a full refund or transfer to another date. Cancellations inside 48 hours and no-shows are not refunded, because ingredients and seats are prepared for you. If we cancel or reschedule an event, you can choose a full refund or a seat at the new date. Events that include alcohol are limited to guests 21 and older.

We grant you a personal, non-exclusive, non-transferable license to install and use the app on Apple devices you own or control, subject to these terms and the App Store rules. Do not copy, modify, reverse engineer, or resell the app, or use it to interfere with the Services.

The garden, flowers, trees, and visit counters in the app are a thank-you for your patronage. They have no monetary value, are not currency or property, and may be changed, reset, or retired as the app evolves. Café visit counting is optional and requires your explicit location permission; we may verify visits to prevent abuse.

These terms are between you and Ando, not Apple. Apple has no obligation to provide maintenance or support for the app and is not responsible for addressing any claims relating to it. If the app fails to conform to any applicable warranty, you may notify Apple for a refund of the purchase price (if any); to the maximum extent permitted by law, Apple has no other warranty obligation. Apple and its subsidiaries are third-party beneficiaries of this section and may enforce it against you. You represent that you are not located in a country subject to a US government embargo and are not on any US government list of prohibited parties.

When you submit a review, photo, or other content, you keep ownership of it and give us a worldwide, royalty-free license to display, reproduce, and adapt it in connection with the Services and our marketing. Reviews are moderated before publication, and we may decline or remove content that is off-topic, abusive, misleading, infringes someone else’s rights, or was not written about a genuine experience. Do not submit content you do not have the right to share.

You agree not to:

• Use the Services for anything unlawful, or to harass or threaten our staff or other customers.
• Attempt to access accounts, data, staff tools, or systems you are not authorized to use.
• Scrape, crawl, or copy the Services or their content for commercial purposes without our written permission.
• Abuse promotions, credit bonuses, event registrations, or garden rewards, including by creating multiple accounts.
• Buy products for unauthorized resale.

The Ando name, wordmark, packaging, photography, recipes, app design, and all other content of the Services belong to us or our licensors and are protected by copyright and trademark law. You may not use them without our written permission, except as needed to shop with us and share links to our pages.

The Services and our products are provided “as is.” To the fullest extent permitted by law, we disclaim all warranties not expressly stated in these terms, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not guarantee that the Services will be uninterrupted or error-free. Our products contain caffeine and may contain or come into contact with allergens; check product pages and ask our staff if you have a dietary concern. Nothing in these terms limits warranties or consumer rights that cannot be excluded under the law where you live.

To the fullest extent permitted by law, Ando and its owners, staff, and partners will not be liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits or data, arising from your use of the Services or products. Our total liability for any claim relating to an order or the Services is limited to the amount you paid us for that order in the 12 months before the claim arose. Some jurisdictions do not allow these limits, so they may not apply to you.

These terms are governed by the laws of the State of Hawaiʻi and applicable US federal law, without regard to conflict-of-law rules. If you have a problem, please email us first at hello@andocafes.com; nearly everything can be sorted out with a conversation. Any dispute that cannot be resolved informally will be brought in the state or federal courts located in Honolulu, Hawaiʻi, and you consent to their jurisdiction, unless the law where you live gives you the right to bring a claim locally.

We may update these terms from time to time. We will post the new version here with an updated date and, for significant changes, notify you by email or in the app. Continuing to use the Services after a change means you accept the new terms. Orders placed before a change are governed by the terms in effect when you placed them.

Ando Craft Matcha & Coffee
143 Hekili St #120, Kailua, HI 96734, United States
hello@andocafes.com