FAQs

My account

How do I join ch00ze club and activate my account?

First, download the ch00ze app from the App Store/Google Play. Then, sign up and activate your account by adding your credit card details.

Does it cost me anything to join the ch00ze club for borrowing cups?

No, it is free of charge. If a ch00ze cup is not returned within 7 days to any of our ch00ze partners or drop-off points, you will be charged a penalty of HKD 80 (ie. you would be buying the ch00ze cup and lid from us and you can keep them). However, you can get HKD 40 (i.e. 50% of the penalty charge) back if you return the overdue cup to any of our ch00ze partners within 3 weeks (i.e. 1 month from your borrow date). This is because we would rather keep the cups in circulation to maximise their lifetime, and impact.

I can’t seem to login despite having created an account already?

Similar to above, if you have accidentally logged in with a different option previously (manual form, or with the Google/Apple sign ins), then this can cause confusion on the system. You can try logging in with the other methods to see which one you originally used. It may also be because you are trying to log in with an email address associated with a ch00ze merchant account (ie. if you’re a barista).

Is my QR code on my app unique?

Yes! Every user has a personal unique QR code. Your digital QR code can be read only. However, we still recommend that you don’t share it on social media in case anyone uses your personal unique QR code for their borrow transactions.

How do I delete my account or change my credit card details?

Please complete the customer support form and we can reset/delete for you. Once we have done this, you will receive a follow up email, and will be prompted to input new credit card details on your next app launch.

https://www.ch00ze.co/support

Why does it show “Forbidden access” when I login?

This is most likely because you are logging in with a duplicate account (created using the manual form, or with the Google/Apple sign ins). You can try logging in with the other methods to see which one you originally used. It may also be because you are trying to log in with an email address associated with a ch00ze merchant account (ie. if you’re a barista).

Borrow & Return

Where and how can I borrow ch00ze cups?

Discover our participating F&Bs in the ch00ze app. Ask for your drinks to be served in a ch00ze cup upon making your order.Show your QR code on the app to the barista.

Where and how can I return my borrowed ch00ze cups?

Search for a drop-off point in the ch00ze app.Hand your cup over to the barista directly and the barista will scan the cup for you or scan the QR code on the cup against the tablet/drop-off point (available in some ch00ze partners)

How do I know when I have to return my borrowed ch00ze cups?

You can click the ticket icon on the top right corner of the app and refer to the on-going transaction list for the return date of each of your borrowed cups. You will receive a return reminder from us via app push notification to remind you to return your ch00ze cup 2 days before the due date. To turn on push notifications, please go to your phone settings/notifications menu and turn on push notifications under your ch00ze app.

Can I ask someone to return my borrowed ch00ze cups on my behalf?

Absolutely. They just have to follow the return instructions at the drop-off point when returning your borrowed cups. Upon successful return of the cup into our system, you will receive a push notification notifying you that your cup has been returned successfully.

Can I borrow more than 1 ch00ze cup at any one time?

Yes. Be sure to check which cups are due for return if you have more than one, so as not to be charged a penalty.

Am I allowed to borrow another ch00ze cup even if I have not yet returned the ones I have borrowed?

Yes.

If I have borrowed several ch00ze cups, how do I check which cup will be due for return first?

You can click the ticket icon on the top right corner of the app and refer to the on-going transaction list for the return date of each of your borrowed cups. You will find the serial number of each of your borrowed cups in your transaction record. You can then bring back and return the cup which has the same serial number printed on the cup (this serial number is printed right below the QR code on the cup) as the one listed from your transaction record.

Do I have to return my borrowed ch00ze cups to where I have borrowed them from?

No. You can return them at any of our drop-off points/locations (see in app map)

Do I have to rinse my ch00ze cups before returning?

Preferably yes. We would appreciate you emptying any leftovers and giving a quick rinse before returning. ‍ If you can’t rinse your ch00ze cups before returning, it is still ok as our network F&B partners will be doing a full wash and are responsible for all returned cups are cleaned to the same standards as dine in cups.

Hygiene & Safety

How do you ensure that the ch00ze cups are hygienically cleaned before dispensing?

All of our participating F&Bs are obliged to wash and sanitize all ch00ze cups, applying the same standard and procedures as washing for their dine in cups, before serving ch00ze cups to customers.

Are the ch00ze cups dishwasher safe?

Yes. Our ch00ze cups are all dishwasher safe, they can be washed in any standard household or industrial dishwasher at very high temperatures.

Penalties & Refunds

Why do I have to enter my credit card details?

We need payment details to guarantee the cup you borrow in case you lose or don’t return the borrowed cup.

Which payment processor are you using for credit card transactions on my late return?

Stripe. If you have any concerns, we encourage you to read Stripe’s Privacy Policy. Circular City (ch00ze’s parent company) cannot see your credit card details, as these are encrypted by Stripe.

https://stripe.com/en-hk/privacy

How and when will my penalty payment (i.e. HKD 80) be charged?

Your credit card will be charged for HKD 80 automatically at noon on the 8th day from your borrow date (i.e. the day immediately after your 7-day grace period). You will receive an email from Circular City Limited, the parent company of ch00ze, reporting the transaction details.

Can I still return my overdue cups after being penalised?

You can help us to drive our mission forward if you would still return your overdue cups after being penalised. And if you could return the overdue cup to any of our ch00ze partners within 3 weeks (i.e. 1 month from your borrow date), you will get HKD 40 back (i.e. 50% of the penalty charge)! Please remember to fill out our refund request form once you have returned your late cup to notify us!

https://airtable.com/shr4P83cdOI7MDLa8

How many days will it take for the penalty refund (i.e. HKD 40, 50% of penalty charge) to appear on my credit card account or statement?

After your overdue cup is returned to our system, you will see the refund as a credit approximately 5-10 business days later, depending upon the bank. You will receive an email from Circular City Limited, the parent company of ch00ze, reporting the transaction details.

Packaging

Where are the ch00ze cups from?

Our ch00ze cups are from an Australian company, Returnr and they are produced in Shenzhen, China.

https://returnr.org/

What material is the ch00ze cup made of and how many times can they be used?

The ch00ze lids are made from food-grade silicone and cups are made from 75% recycled and food grade 304 stainless steel. They can last 1,000 times if used properly. That’s a lot of impact!!

Are the ch00ze cups microwavable?

No. The ch00ze cups are made of stainless steel and cannot go into any microwave. Please don’t attempt this!

How are the ch00ze cups disposed of and dismantled at their end of life?

It is our goal to prevent waste and keep our system circular, avoiding the creation of waste in landfills or oceans. We will take any damaged cups out of circulation and phase them out with new ones. They will be recycled by a responsible recycler (metal has high value, so almost always gets recycled!). We will add more details about our selected end of life partner soon.

Recommend a coffee shop to join ch00ze!

How can I recommend my favourite F&Bs to you?

Please complete our referral form Once we have multiple requests for the same coffee shop, we’ll take your requests to the owners to ask them to join the ch00ze network!

https://airtable.com/shrwOTcng4QpZYzIr

Would you consider a drop-off location outside of your network F&B partners?

Yes. We would always love to hear your suggestions. Please fill out our referral form to suggest and we'll follow up. We are more than happy to invite your office or residential building or other property premises to join the ch00ze community!

https://airtable.com/shrwOTcng4QpZYzIr

Provide us feedback/suggestions!

Leave us your feedback

We're keen to hear the ups and the downs of your experiences (hopefully they're all ups!) so that we can improve ch00ze. Please complete our customer support form and select one of the "feedback" options so we can hear your views.

https://airtable.com/shrPXnFapKdWJJ6bb

ch00ze partner FAQ's (Merchant app)

How much space do the ch00ze cups take up in the shop and what is the best way to store them?

They don’t take much more footprint than your single-use, as although they have more height in stacking, you don’t need to order in bulk! Store them as to how you would store your dine-in or single-use cups.

What is the best way to sanitize the ch00ze cups?

The ch00ze cups and lids can be cleaned very well in catering and industrial dishwashing machines. For optimal cleaning results, it is important to place the cups with the opening facing downwards. The lids are best either laid flat with the closure facing down and weighted down or washed upright, as is the case with plates.

Why must the ch00ze cups be scanned at borrow and return?

Each ch00ze cup has a unique QR code. This allows us to guarantee a cashless reusable packaging system between network F&B partners and the customers. The cup is scanned together with the user's personalised QR code each time it is rented in order to link the customer and cup in the system. When the cup is returned, only the cup is scanned to record that it has been returned.

Why can’t I put our brand logo on ch00ze lids and cups?

A circular system is most convenient for customers and allows anyone to get and return ch00ze reusable cups anywhere. We strongly advocate an open reusable packaging for all, and hence, no logos!