THE DOT

Terms and conditions

Last updated 15/09/2026

These terms apply when you use the THE DOT website or app, create an account, place an order or take part in DOTS. By using them, you accept these terms.

1. Your account

  • You register with your mobile number, which we verify with a one-time code. The mobile number on an account cannot be changed.
  • Keep your password private. You are responsible for orders placed with your account.
  • The information you give us must be accurate and your own.
  • You can delete your account from your profile. Deleting your account removes access to your Dots, rewards and wallet credit.

2. Orders and pick-up

  • Orders are for collection at the branch you select. We do not offer delivery.
  • You can choose to collect as soon as possible or at an available time on the same day.
  • Menus, prices and item availability are set by each branch and can change without notice. The price you pay is the price shown at checkout.
  • Prices include tax. The tax amount is shown on your invoice.
  • Your order is confirmed once payment succeeds. We email an invoice to the email address on your account, if you have given one.
  • Please collect your order from the counter. Orders not collected by the branch's closing time are marked as completed.

3. Payment

  • Prices are charged in the currency of the branch's country. No currency conversion is performed by THE DOT; your card issuer may apply its own conversion or fees.
  • Card payments are processed by our payment provider on its secure payment page. We do not store your card details.
  • You can use wallet credit towards an order. Any remaining amount is charged to your card.
  • If a payment is declined, the order is not placed and your cart is kept.

4. Cancellation and refunds

Cancellations and refunds follow our Refund and cancellation policy.

5. Wallet

  • Your wallet holds store credit from refunds and adjustments made by THE DOT.
  • Credit is held in the currency of the country where it arose and can only be used at branches in that country.
  • Wallet credit does not expire. It cannot be topped up, withdrawn, transferred or exchanged for cash.

6. DOTS loyalty programme

  • Completed orders earn Dots in the Drinks and Food categories. Dots are added when an order is completed.
  • Dots are held per category and per country. They cannot be moved between categories or used in another country.
  • When a category balance reaches the required number of Dots, you receive a reward for one free item in that category.
  • Rewards have an expiry date. Expired rewards are removed and are not replaced.
  • Some items do not earn Dots and cannot be redeemed with a reward.
  • Dots and rewards have no cash value and cannot be transferred.
  • If an order is cancelled, the Dots it earned are removed, and any reward it granted is removed if it has not been used.
  • THE DOT may change the programme's rules, thresholds and offers. Changes do not apply to past orders.

7. Acceptable use

Do not misuse the website or app, attempt to access other accounts, or interfere with their operation. We may suspend or deactivate accounts that break these terms.

8. Liability

We take care to keep the website and app available and accurate, but we cannot guarantee uninterrupted access. To the extent permitted by law, THE DOT is not liable for indirect losses arising from their use.

9. Changes to these terms

We may update these terms. The date at the top of this page shows when they last changed.

10. Governing law

These terms are governed by the laws of the country in which the branch you order from is located.

11. Contact

Questions about these terms: see Contact us.