Refund policy

Presko Coffee prepares every order fresh, to order, for immediate consumption. This policy explains when an order can be cancelled, when a refund is available, and what we will ask for. It applies to all orders placed through Presko Direct.

1. Cancelling an order

You may cancel free of charge at any time before we confirm your payment and begin preparation. Send your cancellation request to us immediately at preskocoffee@gmail.com.

Once preparation has begun, an order cannot be cancelled and is not refundable. Food and beverages are perishable, made to order, and cannot be restocked or resold. Preparation normally begins as soon as we have verified your BPI payment.

We may cancel an order at our discretion, for example if an item is unavailable, if we cannot verify your payment, if your delivery address falls outside our service area, or if we cannot reach you. If we cancel, you receive a full refund of any amount already paid.

2. Where our responsibility begins and ends

We prepare your order, pack it, and hold it ready for collection at Presko Ensueño, 2768 Ensueño, Makati City. You book and pay for your own Grab Express rider to collect it.

Our responsibility ends when your order is handed to the rider you booked. From that moment the order is in your courier's care, under the contract between you and that courier.

We are therefore not responsible for, and cannot refund:

• Late delivery, or a rider who does not arrive.
• Food that cools, melts, settles, or loses its texture in transit.
• Spillage, crushing, or damage caused in transit.
• An order delivered to the wrong place because of an address you gave your rider.
• An order your rider leaves unattended or hands to the wrong person.

Claims of this kind are made to Grab Express, not to Presko. We will gladly provide your order details and packing confirmation to support that claim.

3. When we will make it right

We will provide a remedy where the fault is ours, specifically:

• You received the wrong item.
• An item you paid for was missing from the order.
• An item was not fit for consumption at the time it left our kitchen.

In these cases, we choose the remedy that fits: a replacement item, store credit, or a refund of the affected item. Where we offer a replacement or credit and you accept it, that settles the claim.

A refund, where given, covers the affected item only. Delivery costs you paid to your courier are not refundable by us, because we did not receive them.

4. How to make a claim

Claims must reach us within one hour of your order being collected by your rider, at preskocoffee@gmail.com.

We will ask for your order number, clear photographs of the item as received including its packaging and any seal, and the item kept substantially intact. We may ask to collect it.

One hour is short by design. Food changes quickly, and after that window neither of us can tell what happened in our kitchen and what happened afterwards. Claims made after one hour, or without photographs, cannot be assessed and will not be honoured.

5. What is not refundable

• Change of mind, after preparation has begun.
• Taste, strength, sweetness, or temperature preferences. We will note your preference for next time.
• Modifications you requested, such as milk swaps, extra shots or special notes, prepared as requested.
• Orders left uncollected. If your order is not collected within two hours of our ready for collection notice, it is discarded for food safety reasons and no refund is due.
• Allergy or dietary reactions where the requirement was not declared in your order notes, or where the item's stated ingredients were accurate.
• Delivery fees paid to your courier.

6. Allergens

Our kitchen handles milk, eggs, wheat, soy, nuts, and other allergens in a shared space. We take care, but we cannot guarantee any item is free from traces of an allergen. If you have an allergy, tell us in your order notes before ordering. If your allergy is severe, we ask you not to order.

7. Payment and unverified orders

Orders are paid by scanning our BPI QR code and sending us the payment screenshot. An order is confirmed only once we have verified that payment against the exact total.

If we do not receive a payment screenshot within thirty minutes of your order, we may cancel it without notice. Underpaid orders are held until the balance is settled.

8. How refunds are paid

Approved refunds are returned to the same BPI or InstaPay account the payment came from, within seven banking days of approval. We do not refund to a different account or to a third party.

9. Changes to this policy

We may update this policy at any time. The version published on our website at the time you place your order is the one that applies to that order.

10. Contact

Presko Coffee, Presko Ensueño, 2768 Ensueño, Makati City, 1213 Metro Manila. Email preskocoffee@gmail.com. Ordering hours are 8:00 AM to 9:00 PM daily.