Terms of use

These terms apply when you order from OFF9 Kopi through our mobile app or this website. They are between you and the company named in our privacy policy. Using the app or placing an order means you accept them.

You need an account to order. Keep your password to yourself — orders placed from your account are treated as yours. Tell us at hello@off9kopi.com if you think someone else has access to it.

You can delete your account at any time from Me → Delete my account, or by asking us to. We may suspend an account that is being used fraudulently or to abuse our staff.

Every order is for collection in person at the kiosk you chose. We do not deliver. You will be given a collection code — a short code such as A14, unique to that kiosk for that day — and the counter will call it when your order is ready.

Ready times shown in the app are estimates based on the kiosk’s current queue. They are not guarantees, and a sudden rush can push them out.

Please collect on the day you order. Food and drink left uncollected at the end of trading cannot be kept, and we cannot refund an order that was ready and not collected.

Prices are shown in Malaysian Ringgit and include applicable taxes. The price you pay is the price shown when you place the order, even if it changes afterwards.

Payment is taken in the app. If a payment fails, the order is not placed — nothing is reserved and nothing is made.

You can cancel an order in the app while it is still pending. Once a kiosk has accepted it and started making it, it cannot be cancelled from the app — talk to the counter or contact us.

If we cannot fulfil an order — an item sold out after you paid, a kiosk had to close — we refund it in full to the method you paid with. If something is wrong with what you were given, tell the counter at the time or contact us the same day and we will put it right.

Each kiosk bakes and brews to its own footfall, so availability differs between kiosks and through the day. The app shows what that counter has at the moment you look; an item can still sell out between you seeing it and ordering it, in which case we will tell you and refund it.

Allergen information is given for guidance. Everything is prepared at a kiosk that handles gluten, milk, egg, soy, peanuts and shellfish, so we cannot guarantee any item is free of traces. If an allergy is severe, please speak to the counter before ordering.

Do not use the app to place orders you do not intend to collect, to interfere with how it works, or to access anyone else’s account or data. We may suspend accounts that do.

The OFF9 name, the mark, the menu descriptions and everything else we publish belong to us. You are welcome to share and link to them; please do not present them as your own or use them to suggest we endorse something we do not.

Nothing in these terms limits liability that cannot be limited by law, including for death or personal injury caused by negligence, or for fraud.

Otherwise, our responsibility for any order is limited to what you paid for it. We are not liable for indirect losses — a missed train, a missed meeting — arising from a late or unavailable order.

We may update these terms. The date at the top changes when we do, and material changes will be announced in the app. The terms that apply to an order are the ones in force when you placed it.

These terms are governed by the laws of Malaysia, and the courts of Malaysia have jurisdiction over any dispute arising from them.

hello@off9kopi.com