REFUND POLICY

Effective September 22, 2026

Because The Spiral Bar prepares cinnamon rolls and cloud matchas specifically for each order, cancellations, replacements, digital gift cards, and monetary refunds are governed by the following policy.

PREORDER CANCELLATIONS

Customers may cancel a preorder through Thursday at 11:59 p.m. immediately before the scheduled pickup weekend.

An eligible cancellation will receive a digital gift card equal to the full value of the canceled order. The digital gift card will be emailed to the customer. This is store credit and is not a monetary refund to the original payment method.

Order processing begins Friday at 12:00 a.m. Once processing begins, the order cannot be canceled and is not eligible for a digital gift card or monetary refund.

ORDER CHANGES

Customers may request changes to flavors, quantities, pickup dates, pickup locations, or other pickup details through Thursday at 11:59 p.m.

A requested change is not complete until The Spiral Bar confirms it. Changes cannot be made after processing begins Friday at 12:00 a.m.

MISSED PICKUPS

Customers are responsible for selecting the correct pickup date and location and collecting their order during the applicable market hours.

A missed order will be held until that market closes. Any order remaining after the market closes is forfeited and is not eligible for a replacement, digital gift card, or monetary refund.

FARMERS MARKET WALK UP PURCHASES

All walk up purchases are final after the customer inspects and accepts the order.

Customers must check the items, quantities, visible condition, and drink preparation before leaving the tent. Leaving the tent confirms that the order was received correctly and in acceptable visible condition.

WRONG, MISSING, OR DAMAGED ITEMS

Wrong, missing, or visibly damaged items must be reported before leaving the tent whenever the problem can reasonably be identified at pickup.

For a verified problem, The Spiral Bar will offer a replacement first. If a replacement is unavailable, a monetary refund may be issued based on the circumstances, number of affected items, severity of the problem, evidence provided, and value of the affected product.

If a customer declines an available replacement, any monetary refund will be determined case by case.

HIDDEN QUALITY DEFECTS

A problem that could not reasonably have been discovered during inspection at the tent must be reported within 24 hours of pickup.

The customer must provide the order number, a clear description of the problem, clear photographs or video showing the problem, and the remaining product when retaining it is safe and reasonably practical.

Customers should not retain or transport spoiled, leaking, contaminated, or potentially hazardous food solely to support a claim.

For an approved hidden defect, The Spiral Bar will offer a replacement first. If a replacement is unavailable or the customer declines the replacement, any monetary refund will be determined case by case.

FOOD SAFETY CONCERNS

A verified unsafe product is eligible for a monetary refund. Depending on the nature, severity, and possible scope of the safety concern, the refund may cover the unsafe product or the entire affected order.

Customers should not consume a product they reasonably believe may be unsafe. Food safety concerns should be reported as soon as possible with the order number, a description, and clear photographs or video when available.

CLOUD MATCHAS

Cloud matchas are prepared fresh and are final once accepted by the customer.

An incorrectly prepared matcha must be reported before leaving the tent so The Spiral Bar has an opportunity to remake it. If the incorrect matcha cannot be remade before the customer leaves, the customer will receive a full monetary refund for that drink.

PERSONAL TASTE PREFERENCES

Disliking a flavor, sweetness level, texture, ingredient combination, or other personal preference does not mean the product is defective and does not qualify for a replacement or monetary refund.

At its discretion, The Spiral Bar may offer a one time digital gift card as a goodwill gesture. A digital gift card for a personal taste preference is not guaranteed and will be determined case by case.

DUPLICATE CHARGES AND BILLING ERRORS

A confirmed duplicate charge or billing error will be corrected with a full monetary refund of the incorrect charge.

SUBSCRIPTIONS

Spiral Club subscriptions renew every four weeks on Friday at 12:00 a.m.

A subscription must be canceled by Thursday at 11:59 p.m. immediately before the next renewal. A cancellation submitted after that deadline applies to the following billing period, and the current paid period continues.

Subscribers may reschedule a weekly box to another pickup day during the same weekend by submitting the request before 9:00 a.m. on the desired pickup date. If the entire pickup weekend is missed, the subscription box is forfeited without a replacement, digital gift card, or monetary refund.

GIFT CARDS

Purchased and promotional digital gift cards do not expire and do not carry fees. Gift card purchases are nonrefundable and cannot be redeemed for cash except where required by law.

CATERING, CUSTOM ORDERS, AND EVENTS

Catering orders, custom orders, branded orders, and event bookings are governed by the cancellation, rescheduling, deposit, payment, and refund terms contained in the customer’s signed proposal or service agreement.

CANCELLATIONS BY THE SPIRAL BAR

If The Spiral Bar cancels a confirmed paid order because of severe weather, illness, an emergency, an ingredient shortage, equipment failure, or another circumstance preventing fulfillment, the customer will receive a full monetary refund to the original payment method.

CLAIM REVIEW

A properly submitted claim will receive a response within two business days.

Submitting a claim does not guarantee approval. The Spiral Bar may consider the available evidence, the circumstances, the affected items, whether the product was handled and stored correctly after pickup, and whether the claim is consistent with this policy.

REFUND PROCESSING

Approved monetary refunds will be returned to the original payment method unless another method is required by the payment provider.

Customers should generally allow three to seven business days for an approved refund to appear. The exact timing may depend on the customer’s bank or payment provider.

Digital gift cards are store credit and are not monetary refunds.

By placing an order or completing a purchase with The Spiral Bar, the customer acknowledges and agrees to this Refund Policy.