Policies | Isla Café

Business Order & Wholesale Policy

Policy: Order Fulfillment and Wholesale Partnerships
Effective Date: January 1, 2025 Policy Owner: Operations Management

1.1 Standard Order Fulfillment: First-Come, First-Served (FCFS)
This section outlines the procedure for fulfilling standard retail and online orders to ensure fairness and transparency for all customers.

1.1 First-Come, First-Served Principle
All standard orders are processed and fulfilled strictly in the sequence in which they are received and confirmed.

Definition of Order Confirmation: An order is considered "confirmed" when the following conditions are met:
1. The order is successfully submitted through our official online store or point-of-sale system.
2. Full payment (or authorized payment hold) has been successfully processed.
Fulfillment Queue: Orders enter the fulfillment queue based on the exact time and date of confirmation. No preferential treatment is given unless explicitly covered by a separate, agreed-upon wholesale contract.
Production and Roasting: Production, including custom roasting, will be allocated to confirmed orders in chronological order.

1.2 Communication and Lead Time
We strive to maintain accurate inventory levels and timely production.

Estimated Lead Time: Standard estimated processing and fulfillment times will be clearly displayed on the product page or during checkout.
Inventory Shortages: In the event of an unforeseen stock or ingredient shortage that may cause a significant delay (more than 7 business days past the original estimate), the customer will be notified promptly (within 48 hours of discovery) and offered the option to:
- Wait for the delayed fulfillment.
- Substitute the product with an available alternative.
- Cancel the order for a full refund.

2.Wholesale Partnership Program
Our wholesale program is designed for businesses, cafes, restaurants, and other entities wishing to purchase our products in bulk for commercial use or resale.

2.1 Wholesale Eligibility and Definition
A customer qualifies as a Wholesale Partner upon successful application approval and acceptance of our Wholesale Agreement. Wholesale status typically requires an ongoing commitment to minimum order quantities (MOQs).

2.2 Minimum Order Quantities (MOQ) and Pricing Tiers
Wholesale pricing discounts are contingent upon meeting specific MOQs.

Accessories, filters, cleaning supplies, etc.

Failure to Meet MOQ: If an order falls below the established MOQ, the pricing will revert to standard retail pricing or a predetermined semi-wholesale rate.

2.3 Wholesale Ordering and Lead Times
Wholesale orders require longer lead times due to necessary production planning, quality control, and logistics.

Ordering Process: Wholesale orders must be placed through the designated Wholesale Portal or via a confirmed purchase order (PO) sent to the Wholesale Account Manager.
Wholesale Lead Time: The standard fulfillment lead time for wholesale orders is 7-10 business days from the date of confirmed PO acceptance, unless otherwise negotiated.
Rush Orders: Rush orders are subject to availability, a 15% surcharge, and must be approved by the Operations Manager.

2.4 Payment and Account Terms

Payment Terms: Standard payment terms for new partners are 100% upfront via bank transfer or credit card.
Net 30/45 Terms: Established partners (after 6 consecutive months of successful ordering) may apply for Net 30 or Net 45 payment terms, subject to a credit check and approval by the Finance Department.
Pricing Adjustments: Wholesale pricing is reviewed quarterly and may be adjusted based on commodity market changes. Partners will be notified of any changes at least 30 days prior to their effective date.

This policy is subject to change. The most current version will always be available on our company website.

Ecwid Transaction Security Policy

Policy: Online Transaction Security and Data Protection (Ecwid)
Effective Date: January 1, 2025 Policy Owner: IT and E-commerce Management Scope: All digital transactions processed through the company's Ecwid e-commerce store and affiliated payment gateways.

1. Commitment to Transaction Security
Our company is committed to ensuring the highest level of security and data privacy for all customer transactions. We utilize the Ecwid platform, which adheres to rigorous industry standards, to protect sensitive payment information.

2. Ecwid and PCI DSS Compliance
Ecwid (now known as Lightspeed eCom) is a Level 1 certified PCI DSS provider. The Payment Card Industry Data Security Standard (PCI DSS) is a mandatory global standard defined by the major credit card brands (Visa, Mastercard, Amex, Discover) to protect cardholder data.

2.1 Card Data Storage

Non-Retention Policy: Our company does not store, process, or transmit sensitive credit card information (card numbers, CVV codes, expiry dates) on our own servers or local systems.
Tokenization: All payment data is handled directly by Ecwid and its connected, certified payment gateways (e.g., Stripe, PayPal). These gateways use tokenization, which replaces the customer's primary account number with a unique, non-sensitive token, minimizing risk.
Compliance Responsibility: Ecwid maintains full compliance with PCI DSS requirements, ensuring that the infrastructure and systems used for processing payment data are secure and regularly audited.

3. Company Security Procedures
While Ecwid manages the secure transmission and storage of payment data, we maintain strict procedures for other aspects of the transaction environment.

3.1 Secure Data Transmission (SSL/TLS)
All customer interactions, including browsing, account login, and checkout, are protected using industry-standard SSL (Secure Sockets Layer) or TLS (Transport Layer Security) encryption. This ensures that all data exchanged between the customer's browser and our server remains private and integral.

3.2 Access Control

Principle of Least Privilege: Access to the Ecwid control panel and associated sales data is strictly limited to necessary employees (e.g., Operations, Customer Service, Finance).
Strong Authentication: All employees accessing the control panel must use unique, strong passwords and, where available, utilize Multi-Factor Authentication (MFA).

3.3 Protection of Personal Data
We collect personal data (name, address, email) strictly for the purpose of order fulfillment, communication, and marketing (where consent is given).

Data Integrity: We commit to maintaining the accuracy of customer data and correcting any inaccuracies upon request.
Privacy Policy Link: This Security Policy is to be read in conjunction with the company's full Privacy Policy, which details how personal information is collected, used, and stored.

4. Customer Responsibilities and Recommendations
Customers play a vital role in ensuring their own security when transacting online.

4.1 Account Security
Customers who create an account on our store are responsible for:

Maintaining the confidentiality of their login credentials.
Using strong, unique passwords that are not reused across multiple services.
Notifying our Customer Service team immediately if they suspect unauthorized access to their account.

4.2 Recognizing Phishing Attempts
We will never ask customers to verify credit card numbers, passwords, or other sensitive information via unsolicited email, phone calls, or unencrypted messages. Customers should exercise extreme caution with any communication requesting such data.

5. Breach Protocol
In the event of a confirmed or suspected data breach affecting personal customer information (non-payment data), the following protocol will be initiated:

Immediate isolation and investigation of the affected systems.
Notification to relevant legal and regulatory authorities, as required by law.
Prompt notification to affected customers outlining the breach details, the type of data affected, and steps being taken to mitigate future risk.

This policy reinforces our commitment to secure e-commerce operations. By relying on certified platforms like Ecwid and its payment partners, we ensure that transactions are handled securely and efficiently.

Customer Data Privacy Policy

Privacy Policy: Customer Data Collection and Usage
Effective Date: January 1, 2025 Policy Owner: Legal & Compliance Department Scope: This policy governs the collection, use, retention, and disclosure of personal information collected from customers through our website, mobile application, and e-commerce platform (Ecwid).

1. Our Commitment to Privacy
We are committed to protecting the privacy of our customers. The personal data we collect is handled with strict confidentiality and is used exclusively for the purposes outlined in this document: primarily, the processing and fulfillment of your coffee orders.

2. Information We Collect
We only collect personal information that is necessary to fulfill your order and manage our business relationship with you.

2.1 Information Collected for Order Processing
When you place an order, we collect the following types of personal data:

2.2 Payment Information
As stated in our Transaction Security Policy, we do not store sensitive payment card information (full card numbers, CVV codes) on our servers. Payment processing is handled by third-party PCI DSS compliant gateways (e.g., Stripe, PayPal, through Ecwid).

3. How We Use Your Data
Your personal information is used exclusively for the following defined purposes:

Order Fulfillment: Processing your purchase, generating shipping labels, and managing product returns or exchanges.
Communication: Responding to customer service requests, order inquiries, and technical support needs.
Legal Compliance: Meeting regulatory requirements, such as tax and financial reporting.
Optional Marketing (With Consent): Sending promotional emails or newsletters only if you have explicitly opted-in to receive them. You may opt out at any time via the link provided in every marketing email.

We will never sell or rent your personal information to third parties.

4. Disclosure of Your Information
We only share your personal data with third parties when absolutely necessary to complete the services you have requested.

Shipping Carriers: We share your name, address, and phone number with logistics providers (e.g., USPS, FedEx, UPS) to facilitate delivery of your order.
E-commerce and Payment Platforms: Data is shared with our platform provider (Ecwid) and payment processors as required to securely manage the transaction process.
Legal Requirements: We may disclose your information if required to do so by law, subpoena, or if we believe such action is necessary to protect the rights, property, or safety of our company, customers, or the public.

5. Your Data Rights
Depending on your jurisdiction, you may have the following rights regarding your personal data:

Right of Access: The right to request a copy of the personal information we hold about you.
Right to Rectification: The right to request correction of inaccurate or incomplete data.
Right to Erasure (Right to be Forgotten): The right to request the deletion of your personal data, subject to certain legal obligations (e.g., maintaining transactional records for tax purposes).
Right to Object: The right to object to the processing of your personal data for marketing purposes.

To exercise any of these rights, please contact us using the information provided in Section 7.

6. Data Security and Protection
We maintain administrative, technical, and physical safeguards to protect the personal information we collect and process. These safeguards are detailed further in our Online Transaction Security Policy.

7. Contact Information
If you have questions or concerns about this Privacy Policy or our data practices, please contact us:
[Company Name] Attention: Privacy Officer Email: [Privacy Email Address, e.g., privacy@yourcoffeeco.com] Mailing Address: [Company Mailing Address]

Shipping & Returns Policy

Policy: Shipping, Delivery, and Returns
Effective Date: January 1, 2025 Policy Owner: Operations & Customer Service

1. Shipping and Delivery Policy

1.1 Processing Time
All orders are processed and shipped on business days (Monday through Friday, excluding major holidays).

Standard Orders (Coffee Beans, Cacao Tea, Cacao Powder, Honey): Orders typically ship within 1-3 business days following order confirmation.
Custom Roasting/Wholesale Orders: Please refer to the specific lead times outlined in your Wholesale Partnership Agreement.

1.2 Shipping Rates and Options
Shipping rates are calculated based on the weight of the order, the selected shipping method, and the destination address. Rates are displayed at checkout before final payment.

Domestic Shipping: We offer multiple domestic shipping options, including Standard Ground, Priority Mail, and Express services.
International Shipping: International shipping is available to select countries. Customers are responsible for any applicable duties, tariffs, customs fees, or taxes levied by the destination country. These charges are not included in the item price or shipping cost.

1.3 Perishability and Transit
Given that coffee beans are perishable and freshness is key, we strive to minimize transit time.

Freshness Guarantee: We recommend choosing a shipping option that ensures delivery within 7 business days of shipment to maximize the freshness of roasted coffee.
Insured Shipments: All shipments valued over $[Specific Dollar Amount, e.g., 100] are automatically insured against loss or damage during transit.

1.4 Tracking and Delivery

Tracking Number: A tracking number will be provided via email immediately upon shipment of your order.
Lost or Stolen Packages: We are not responsible for packages that are marked as delivered by the carrier but are subsequently lost or stolen. Customers are advised to ensure a secure delivery location. If a package is confirmed lost in transit (tracking stops updating before delivery confirmation), we will initiate a claim with the carrier and ship a replacement order once the claim is confirmed.

2. Returns and Exchange Policy

Due to the nature of our products (perishable food items), our return policy varies based on the product type and the reason for the return.

2.1 Perishable Goods (Coffee Beans, Cacao Tea, Cacao Powder, Honey)
We do not accept returns or offer refunds for opened or consumed perishable goods.

Quality Guarantee: If there is an error with your order (e.g., wrong grind size, incorrect product shipped) or if the product is defective (e.g., damaged packaging, stale upon arrival), please contact Customer Service within 7 days of delivery.
Resolution: For quality issues reported within the 7-day window, we will offer a replacement of the original product or a full refund at our discretion. We may request photographic evidence of the defect or damage.

2.2 Non-Perishable/Equipment Items (If Applicable)
If you sell equipment (e.g., mugs, brewing devices), include this section:

Return Window: Returns for non-perishable merchandise are accepted within 30 days of delivery, provided the item is unused, in its original packaging, and in resalable condition.
Refund: Refunds will be issued to the original form of payment, excluding original shipping charges.

2.3 Procedure for Returns or Replacements

Contact Us: Email Customer Service at [Customer Service Email Address, e.g., support@yourcoffeeco.com] with your order number, the item(s) you wish to return/replace, and the reason.
Authorization: Wait for authorization and return instructions from our team. Do not send products back without prior authorization.
Shipping: If a return is authorized (typically only for incorrect or defective items), we will provide a pre-paid shipping label.

2.4 Cancellations and Modifications
Orders cannot be modified or canceled once they have been marked as processing or shipped. Requests for cancellation must be made immediately after placing the order and are not guaranteed.

For all inquiries regarding this policy, please contact our Customer Service team.