Cancellation policy
Effective: 15 October 2026
These terms apply to recurring purchases arranged through the Joy Subscription app on the Matcha Wholesale Ltd Shopify store, whether purchased through a registered account or guest checkout. They supplement our Terms of Service, Shipping Policy and Return and Refund Policy.
Nothing in this policy limits any statutory rights available to consumers.
1. Subscription Plans
Eligible products may be purchased on a recurring subscription basis.
Customers can select the available quantity and delivery frequency shown on the relevant product page. Available delivery frequencies include every 4, 6 or 8 weeks.
Eligible subscription products receive a 10% subscription discount from the applicable standard selling price unless otherwise stated.
Shipping charges are additional unless expressly stated otherwise and will be displayed or calculated as part of the subscription checkout process.
2. Recurring Payments
By starting a subscription, you authorise recurring payments to be taken using the payment method selected at checkout.
Payments are processed automatically in accordance with the subscription schedule shown when the subscription is created.
An order will only be treated as successfully paid once payment has been successfully processed.
If a recurring payment fails, the relevant order may be delayed or not processed and Joy Subscription and/or our payment provider may attempt to collect payment again.
3. Minimum Three-Order Commitment
Subscriptions are subject to a minimum commitment of three orders.
For an order to count towards this minimum commitment, it must have been:
-
successfully paid; and
-
dispatched and delivered.
An order that is cancelled, skipped, unpaid, refunded in full or not supplied does not count towards the minimum three-order commitment.
The minimum commitment is based on the number of qualifying orders and not on a fixed number of months.
Customers may pause their subscription or change their quantity or delivery frequency during this period as explained below. Doing so does not remove the requirement for three qualifying orders to be completed before the subscription can be voluntarily cancelled.
Any statutory cancellation rights available to consumers override this minimum commitment where applicable.
4. Pausing Your Subscription
You may pause your subscription at any time through your subscription account.
While a subscription is paused, future subscription orders and recurring charges will be suspended in accordance with the functionality provided through Joy Subscription.
Pausing a subscription does not cancel it and does not remove any outstanding minimum-order commitment.
If fewer than three qualifying orders have been completed when the subscription is paused, the remaining qualifying orders will still need to be completed before the subscription can be voluntarily cancelled, unless we expressly agree otherwise or you are exercising a statutory right.
You may resume your subscription through your account.
5. Changing Quantity or Delivery Frequency
You may change your subscription quantity or delivery frequency at any time through your subscription account, subject to the options available through Joy Subscription and product availability.
Any change applies to future subscription orders.
Where an order or recurring payment has already been processed before a change is made, the change may not affect that order and will instead apply from the next available subscription cycle.
Changing the quantity or delivery frequency does not restart the three-order minimum commitment and does not cancel any remaining minimum commitment.
Orders completed before and after a permitted quantity or frequency change may all count towards the three qualifying orders, provided each order has been fully paid and delivered.
6. Cancelling Your Subscription
A subscription may be voluntarily cancelled once three qualifying orders have been successfully paid and delivered.
Once the three-order minimum has been completed, you may cancel your subscription through the cancellation options available within your subscription account.
There is no additional 30-day notice period after completion of the three-order minimum.
Cancellation will stop future subscription orders and recurring charges that have not already been processed.
If a payment or order has already been processed before cancellation is completed, that order may still proceed and will be subject to our standard Return and Refund Policy and any applicable statutory rights.
Simply cancelling or blocking a payment method does not by itself cancel a subscription or extinguish any payment obligation that has already arisen.
7. Consumer Cancellation Rights
If you are purchasing wholly or mainly outside your trade, business, craft or profession, you may be considered a consumer and may have statutory rights in addition to the subscription rights described above.
Consumers purchasing online may have a statutory cancellation right in relation to qualifying distance contracts, subject to applicable legislation and legal exceptions.
Where a consumer validly exercises a statutory cancellation right, the three-order minimum does not override that right.
Nothing in this policy restricts statutory rights relating to faulty, unsafe, misdescribed or otherwise non-conforming goods.
8. Product Availability
Subscriptions remain subject to product availability.
If a subscribed product is temporarily unavailable, we may delay the relevant order, contact you about available alternatives or cancel and refund the affected order.
An order that we are unable to supply does not count towards the three-order minimum.
Natural variations in tea colour, flavour and aroma may occur between agricultural batches and do not by themselves mean that a product is defective.
9. Subscription Pricing
The subscription discount is currently 10% off the applicable standard selling price for eligible subscription products.
The price and recurring amount applicable to your subscription will be displayed when you subscribe.
Where we propose a material change to subscription pricing or the applicable discount, we will provide reasonable advance notice before that change affects future orders.
Any rights you may have to reject or cancel following a pricing change remain unaffected.
10. Delivery
Subscription orders are dispatched in accordance with our Shipping Policy.
Delivery dates shown through the subscription service are estimates and may vary due to payment processing, stock availability, weekends, public holidays, carrier performance or other circumstances outside our reasonable control.
Dispatch and delivery are separate events. A scheduled subscription date does not constitute a guaranteed delivery date.
11. Managing Your Subscription
Available subscription controls are provided through the Joy Subscription customer portal.
Depending on your subscription status, you can use your account to:
-
pause and resume your subscription;
-
change the subscribed quantity;
-
change your delivery frequency; and
-
cancel your subscription once three qualifying orders have been paid and delivered.
If you experience any difficulty managing your subscription, contact us at:
Please include your name and relevant order or subscription details so that we can assist you.
12. Business Details
Matcha Wholesale Ltd
Company number: 16281513
63 New Road
Weston Turville
Aylesbury
Buckinghamshire
HP22 5QY
United Kingdom
Email: hello@matchawholesale.co.uk