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CUSTOMER CARE
AND
TERMS & CONDITIONS

CUSTOMER CARE

Welcome to Trailhead Coffee, your local artisan coffee roaster nestled in the heart of Edmonton, Alberta. We’re a small, passionate team dedicated to crafting exceptional coffee experiences, one freshly roasted bean at a time. Your satisfaction and trust mean everything to us, and we’re committed to ensuring every interaction with Trailhead Coffee is as smooth and enjoyable as our brews.

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Our Commitment to You
At Trailhead Coffee, quality isn’t just a buzzword—it’s our promise. We source ethically grown beans from trusted farmers, roast them in small batches to unlock their fullest flavour, and deliver them straight to your doorstep or local pickup point. Whether you’re sipping a morning espresso or sharing a bag with friends, we want every cup to reflect our dedication to craftsmanship, sustainability, and community.

 

How We Can Help

  • Questions About Orders? We’re here to assist with tracking, returns, or special requests.

  • Product Recommendations? Let us guide you to your perfect roast or brewing gear.

  • Wholesale or Custom Orders? Local cafes, businesses, or events—we’d love to collaborate.

  • Feedback or Concerns? Your input helps us grow. We listen, learn, and improve.

 

Get in Touch
We pride ourselves on being accessible and responsive. Reach out anytime—we’re here to help!

📧 Email: chris@trailheadcoffee.ca
📱 Social Media: DM us @TrailheadCoffee_ca on Instagram or Facebook
🕒 Response Time: We aim to reply to emails and messages within 24–48 hours. Phone inquiries are answered during business hours (Monday–Friday, 9 AM–5 PM MT).

 

Visit Us
Prefer face-to-face? Stop by our roastery (by appointment) to see where the magic happens!

 

Your Trust Matters
We value transparency in every step of our process, from sourcing to roasting. If you ever have questions about our beans, sustainability practices, or partnerships, just ask! Trailhead Coffee is proud to be part of Edmonton’s vibrant community, and we’re grateful for the chance to serve you.

 

Thank you for choosing Trailhead Coffee—where every bean tells a story, and every customer is family.

 

From our Roastery to your cup,
The Trailhead Coffee Team

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Terms and Conditions for Trailhead Coffee

These Terms and Conditions ("Terms") govern your use of the Trailhead Coffee website (the "Website") and your purchase of products from Trailhead Coffee. By accessing the Website and/or purchasing products from Trailhead Coffee, you agree to be bound by these Terms.

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1. Business Information

Trailhead Coffee operates as a corporation, located at 12024 21 ave sw, Edmonton, Alberta.

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2. Products

Trailhead Coffee offers roasted coffee beans, clothing, and outdoor gear related to coffee and adventure. Product descriptions and images on the Website are for informational purposes only. We strive to accurately represent our products, but variations may occur.

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3. Orders and Payment

  • Order Acceptance: Your order is an offer to purchase products from us. We may accept or reject your order at our discretion. We will typically confirm acceptance of your order by sending a shipping confirmation email.

  • Pricing: All prices are in Canadian Dollars (CAD) and are subject to change without notice. Prices do not include applicable taxes or shipping charges, which will be added to your order total.

  • Payment: We accept [List Payment Methods, e.g., credit cards, PayPal, e-transfer]. You represent that you have the right to use your chosen payment method.

  • Order Changes/Cancellations: You may request changes to or cancel your order within [Specify Timeframe, e.g., 24 hours] of placing it. We will do our best to accommodate your request, but we cannot guarantee that we will be able to do so.

 

4. Shipping and Delivery

  • Shipping: We ship within Canada. Shipping costs and delivery times vary depending on your location and the shipping method you select.

  • Delivery: We aim to deliver your order within the estimated delivery time frame. However, delivery times are not guaranteed, and we are not liable for delays caused by shipping carriers or other factors beyond our control.

  • Local Delivery: If you are within our local delivery area, we may offer local delivery. Details of our local delivery area and any applicable fees will be provided on the Website.

  • Risk of Loss: All items purchased from Trailhead Coffee are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier.

  • Shipping Restrictions: We may not be able to ship to all locations within Canada. We reserve the right to refuse to ship to certain addresses.

 

5. Returns and Refunds

  • Returns: We accept returns of [Specify Products, e.g., clothing, unopened coffee] within [Specify Timeframe, e.g., 14 days] of delivery for a refund or exchange, provided the items are in their original condition and packaging. Perishable goods, such as coffee, may have specific return restrictions due to their nature.

  • Refunds: Refunds will be issued to the original payment method. Shipping costs are non-refundable, except in cases where we have made an error.

  • Return Shipping: You are responsible for return shipping costs, unless the return is due to our error (e.g., you received the wrong item or a defective product).

  • Damaged or Defective Products: If you receive a damaged or defective product, please contact us within 7 days of delivery, and we will arrange for a replacement or refund.

 

6. Intellectual Property

All content on the Website, including but not limited to logos, trademarks, text, images, and designs, is the property of Trailhead Coffee and is protected by copyright and other intellectual property laws. You may not use, reproduce, or distribute any content from the Website without our prior written consent.

 

7. Limitation of Liability

To the maximum extent permitted by applicable law, Trailhead Coffee shall not be liable for any direct, indirect, incidental, special, or consequential damages arising out of or in connection with your use of the Website or your purchase of products from us, even if we have been advised of the possibility of such damages. This includes, but is not limited to, damages for:

  • Loss of profits

  • Loss of data

  • Product liability

  • Errors or omissions in the website content.

Our total liability to you for any claim arising out of or in connection with these Terms shall not exceed the amount you paid for the products in question.

 

8. Disclaimer of Warranties

To the maximum extent permitted by applicable law, Trailhead Coffee provides the Website and its products on an "as is" and "as available" basis, without any warranties of any kind, express or implied, including, but not limited to, implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

 

9. User Conduct

You agree to use the Website only for lawful purposes and in a manner that does not infringe the rights of others or restrict or inhibit their use and enjoyment of the Website. Prohibited conduct includes, but is not limited to:

  • Posting or transmitting any unlawful, harmful, threatening, abusive, harassing, defamatory, obscene, or otherwise objectionable material.

  • Interfering with the operation of the Website or any user's access to the Website.

  • Attempting to gain unauthorized access to any portion of the Website or any systems or networks connected to the Website.

 

10. Indemnification

You agree to indemnify and hold harmless Trailhead Coffee, its owner, and its affiliates from and against any and all claims, damages, liabilities, costs, and expenses (including reasonable attorneys' fees) arising out of or in connection with your use of the Website, your breach of these Terms, or your violation of any applicable law.

 

11. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the Province of Alberta and the federal laws of Canada applicable therein.

 

12. Dispute Resolution

Any dispute arising out of or relating to these Terms shall be resolved through mediation in accordance with the rules of the [Name of Mediation Service, e.g., Alberta Mediation and Arbitration Society]. If mediation is unsuccessful, the dispute shall be resolved through binding arbitration in accordance with the same rules. The place of mediation/arbitration shall be Edmonton, Alberta.

 

13. Changes to These Terms

We may update these Terms from time to time. We will notify you of any material changes by posting the new Terms on the Website and updating the "Last Updated" date. Your continued use of the Website after the posting of the revised Terms constitutes your acceptance of the changes.

 

14. Severability

If any provision of these Terms is held to be invalid or unenforceable, such provision shall be struck and the remaining provisions shall remain in full force and effect.

 

15. Contact Us

If you have any questions about these Terms, please contact us at:

Trailhead Coffee

Chris@Trailheadcoffee.ca

Last Updated: April 11, 2025

​PRIVACY & SAFETY​

At Trailhead Coffee, your trust and safety are our top priorities. We are committed to protecting your personal information and ensuring transparency in how we collect, use, and safeguard your data. Below, we outline our practices to help you understand how we handle your information and maintain your privacy.

 

1. Information We Collect

We collect only the information necessary to fulfill your orders and improve your experience:

  • Personal Details: Name, email address, shipping/billing address, and phone number (optional for order updates).

  • Payment Information: Credit/debit card details are securely processed by third-party payment gateways (e.g., Stripe, PayPal). We do not store or access your full payment information on our servers.

  • Order History: Records of purchases for customer service and quality assurance.

  • Website Analytics: Non-identifiable data (e.g., browser type, device, IP address) via cookies to optimize site performance.

 

2. How We Use Your Information

Your data is used solely to:

  • Process and fulfill orders, including shipping and delivery.

  • Communicate with you about order updates, tracking, or inquiries.

  • Improve our website, products, and services through aggregated analytics.

  • Send marketing communications (only with your explicit consent; opt-out anytime).

 

3. Payment Security

All payments are processed through PCI-DSS compliant third-party providers (e.g., Stripe, PayPal). These platforms encrypt your payment details and adhere to strict security standards. Trailhead Coffee never stores your credit card information.

 

4. Data Protection

We employ industry-standard measures to protect your information:

  • SSL Encryption: Our website uses Secure Socket Layer (SSL) technology to encrypt data during transmission.

  • Secure Storage: Customer data is stored on password-protected, limited-access servers.

  • Employee Training: Only authorized staff can access your information, strictly for order fulfillment.

 

5. Data Retention

We retain your personal information only as long as necessary to:

  • Fulfill orders and comply with legal obligations (e.g., tax records).

  • Resolve disputes or provide customer support.
    You may request deletion of your data at any time by contacting us (see below).

 

6. Third-Party Sharing

We do not sell or rent your personal information. Data is shared only with trusted partners essential to our operations, such as:

  • Payment processors (Stripe, PayPal) to complete transactions.

  • Shipping carriers (Canada Post, UPS) to deliver orders.

  • Email service providers (e.g., Mailchimp) for marketing (with consent).

 

7. Your Rights

You have the right to:

  • Access, correct, or delete your personal data.

  • Opt out of marketing communications (use the “unsubscribe” link in emails).

  • Withdraw consent for data collection (note: this may affect order processing).

 

8. Children’s Privacy

Our services are not directed at individuals under 13. We do not knowingly collect data from minors. If we learn a child’s information was provided, we will delete it immediately.

 

9. Policy Updates

We may update this policy to reflect changes in practices or regulations. Updates will be posted here, with the effective date revised accordingly.

 

Contact Us

For privacy-related questions, data requests, or concerns, reach out to:
📧 Email: Support@trailheadcoffee.ca
Last Updated: April 11, 2025

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