Terms of service

Coffee Heist, Sunflag Building, Kilimani, Nairobi, Kenya. These terms apply when you order from us through this website.

An order you place is a request. It is accepted when we confirm it, and that confirmation is what binds us — not anything said in the chat beforehand.

Prices are in Kenyan Shillings and are what is shown on the menu at the time you order. Items occasionally run out; if we cannot make something we will tell you and you will not be charged for it.

Depending on the order, we take cash on collection or delivery, or an M-Pesa payment before we start. Where an order is paid by M-Pesa, we begin preparing it once the payment lands. Larger deliveries may need to be paid up front.

You can ask to change an order after placing it. Whether we can accept depends on how far along it is: before the kitchen starts, a change is usually straightforward; once food is being prepared or is on its way, it may not be possible.

If a change increases the total, the difference is payable before the order is completed. If it reduces the total and you have already paid, we owe you the difference back.

If we cancel an order you have already paid for, we refund what you paid. If you cancel before we start preparing, we refund you in full.

Refunds are recorded against your order with a reference, so there is always something to check the payment against. Money goes back by the same route it came where we can.

If something is wrong with an order, tell us. You can raise it against the order itself and we will look at it.

We deliver to the address on the order, so please make sure it is right and that your phone is reachable — a rider who cannot find you or reach you may have to return with the order.

Delivery times are estimates. We will always tell you where your order has got to.

You are responsible for what happens under your account, so keep your sign-in secure. Tell us if you think someone else has used it.

The assistant on this site is automated and can be wrong. Treat what it says as help, not as a promise. Your order confirmation, the prices on the menu and these terms are what count.

We take responsibility for providing what you ordered to a reasonable standard. Nothing in these terms limits any right you have under Kenyan law, including under the Consumer Protection Act.

These terms are governed by the laws of Kenya.

Questions about an order or about these terms go through our contact page.