DU Go Terms and Conditions

DU Go App

Terms and Conditions

Last Updated 10^th July 2026

 

1.      DU Go App Overview

1.1.  Customers will be able to download the DU Go app allowing them to:

1.2.  Access the coffee loyalty offering, receive points, rewards and special promotions within all the University outlets.

1.3.  Pay for food across the University outlets, assisting them to manage expenditure throughout the year.

1.4.  Pre-order items at Durham University outlets.

1.5.  View their current distance to their nearest café, their opening times and menus.

1.6.  Participate in competitions and questionnaires.

1.7.  Provide feedback via reviews and ratings.

1.8.  Subscribe to subscription plans for hot drinks

 

2.      Membership

2.1.  A DU Go account is personal to the registered DU Go account holder.

2.2.  Any dealings that are necessary will be with the account holder.

2.3.  Although account holders can arrange for a third party to top-up their account on their behalf, we will only deal with the registered account holder.

2.4.  The University reserves the right to change these terms and conditions. If it does so it will notify you by email and you will have a chance to terminate your membership with a full refund of any credit on your account or card.

 

3.      Opening an Account

3.1.  An account can be opened via the DU Go app.

3.2.  We reserve the right to refuse acceptance onto the DU Go app.

3.3.  The user must provide a valid email address.

 

4.      Online Payments

4.1.  Payments into the DU Go scheme can be made online via the DU Go app. 

 

5.      Card Ownership

5.1.  Membership and use of the scheme is via the DU Go App, however for customers who are not able to use a smartphone, a physical DU Go Card can be made available as an alternative from the Operations Directorate office.

5.2.  The DU Go Rewards card will remain the property of Durham University at all times.

 

6.      Communication

6.1.  Communication with DU Go account holders, once registration has been completed, will be via their registered email address. By signing up to DU Go, customers will be asked to opt-in to receive email notifications of offers and communications from the Operations Directorate team. Account holder contact details will not be shared with any third parties, and they may unsubscribe at any time by following the relevant link in the email or managing their notification preferences in the account information section of the DU Go app.

 

7.      Areas of Availability

7.1.  The coffee reward scheme (The Brew Crew), and pre-bought packages are available at all Durham University operated cafes. Please note that currently this excludes any cafes and bars that are within the college buildings.

7.2.  Pre-bought bundles can be used at Durham University operated cafes.

 

8.      Topping Up

8.1.  Account holders may add funds to their DU Go account by logging into their Dugo app and topping up or linking pay by card via the app.

8.2.  The University accepts no liability if unable to accept card or digital payments due to technical problems.

 

9.      DU Go Credit

9.1.  DU Go Credit gives the opportunity for friends and family to top up a DU Go account via the link on the website.

9.2.  DU Go Credit can be used in any Retail Catering outlet in line with all other DU Go terms and conditions.

9.3.  Refunds of DU Credit can be requested via opssystems@durham.ac.uk. Refunds will only be possible to the original payment method used. This will consist of a partial refund if funds have been used. The minimum amount for any refund is set at £10.

 

10.  Termination / Suspension of DU Go

10.1.              The DU Go scheme has no schedule to end but will be reviewed by the University on an annual basis.

10.2.              The University reserves the right to terminate or suspend the operation of the DU Go app for any reason at any time.

10.3.              Registered DU Go account holders will receive a refund of any unspent funds as per clause 13 in the event of termination or suspension of the DU Go app.

 

11.  Withdrawal from the DU Go app

11.1.              On withdrawal from the DU Go app, account holders must specify whether they require a refund of any unspent credit that has been uploaded to the account. If a refund is not specified, we will assume that the DU Go account holder will spend any remaining funds in their DU Go account to reach a zero balance.

11.2.              Refunds from unspent balances in the DU Go account will not be provided automatically in the event of an account holder leaving the University. The account holder must request to be withdrawn from the DU Go scheme to obtain a refund.

11.3.              Outstanding rewards points balances, vouchers and or other promotional offers hold no monetary value and cannot be refunded or transferred.

 

12.  Inactive accounts

Any DU Go account found to be inactive for a period of 18 months or more will be closed. Refunds or Coffee Rewards will not be available after 18 months or more of inactivity. In these circumstances, any unredeemed or unclaimed rewards and coffee rewards, refunds and vouchers will be void.

 

13.  Refunds

13.1.              Durham University will use all reasonable endeavours to return all unspent funds on accounts to account holders within 28 days of termination of, or withdrawal from, the DU Go app.

13.2.              The minimum amount for any refund is set at £10

14.  Fraud

14.1.              Once a DU Go account has been activated or an associated card has been issued, the account holder is responsible for the DU Go rewards account and the funds on the account.

14.2.              DU Go account holders cannot loan their DU Go account or any associated physical DU Go Card. It is for the exclusive use of the registered account holder and not otherwise.

14.3.              Anyone discovered attempting to defraud DU Go will be subject to university disciplinary procedures and/or will be reported to the police for further investigation/prosecution.

14.4.              DU Go account holders cannot transfer money from their DU Go account into another account holder’s DU Go account or associated card.

14.5.              The DU Go account or any associated card is not transferable.

14.6.              The University will not be responsible for any losses incurred on stolen or hacked accounts. It is the responsibility of the user to notify the University if they think their account has been hacked or stolen via the designated contact procedure.

 

15.  Lost/Stolen Cards or Mobile Phones

15.1.              In the event of an account holder losing their DU Go registered device or card, they must as soon as is reasonably practicable log the device/card as lost/stolen on the DU Go portal or remove the registered device.

15.2.              As soon as the account holder has reported the device/card as lost/stolen online the DU Go rewards account will be inactive and no funds will be available to spend. Funds or points spent before the device/card is reported lost or stolen will not be refunded.

15.3.              As soon as a new device or card is linked to the account any unused credit will be available to spend.

 

16.  Data Protection

16.1.              Durham University processes personal data in accordance with the UKL General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. The data will be collected from the user to be used for the purposes of the DU Go app. The user’s personal data will not be disclosed to any unauthorised person or organisation.  

16.2.              The user’s personal data will be stored securely on servers within the EEA. Upon account closure, all personal data will be deleted immediately. Sales data may still be stored securely on the system as part of our reporting process. Should you have any concerns or queries please contact the University’s Data Protection Offer at opssystems@durham.ac.uk.

 

17.  Feedback Procedure

17.1.              All feedback regarding any aspect of the local services should be directed to the manager of the particular unit/area. Please ask a member of staff in the unit for details of the feedback process. Alternatively, please email opssystems@durham.ac.uk.

17.2.              Feedback for DU Go should be made via opssystems@durham.ac.uk.

 

18.  Limitations On Service

18.1.              The University will endeavour to ensure the DU Go App and the necessary DU Go infrastructure are working to process purchases by account holders. However, the University cannot guarantee the infrastructure will work all the time. There may from time to time be problems and maintenance issues that lead to temporary disruption of the DU Go infrastructure. The University will look to minimise any inconvenience caused.

 

18.2.              Any concerns about problems with the scheme’s infrastructure must be immediately reported to opssystems@durham.ac.uk.

19.  No Liability

19.1.              The University will not be liable for any loss caused by cards or infrastructure not working.

19.2.              20.2 In any other circumstances the University is not liable for any financial loss sustained by a customer beyond the amount of credit on an app or associated card.

19.3.              20.3 As stated under clause 15.2 the University will not refund any credit where the account has been used by any third party prior to the account or card’s cancellation.

 

20.  DU Go App

20.1.              The DU Go app can be downloaded to allow you to make payments and earn rewards at the till or for online transactions. The app is available to download from the App store and Google Play and details of how to obtain the app are available on our website.

20.2.              The University cannot accept responsibility for any mobile data charges incurred whilst using the app.

20.3.              Screenshots or paper copies of your DU Go app QR code are not acceptable for payment.

 

21.  Vouchers

21.1.                    Vouchers are available only to registered users of the App and can be redeemed by showing the relevant QR code via the customers’ DU Go app/Card at the time of purchase. Scanning the app at the till before completing payment for a transaction will allow the user to choose whether to use vouchers or pre-loaded credit against qualifying items within the transaction.

21.2.                    A DU Go account can hold an unlimited number of vouchers.

21.3.                    Every voucher will have a stated monetary value (E.g. £5) and are only valid at participating outlets listed within the voucher.

21.4.                    Vouchers must be used within the stated validity period and must be presented via the DU Go App at the time of the purchase. Vouchers cannot be extended or refunded.

21.5.                    A voucher that is given via the DU Go app can only be used once, is non-transferable and is not redeemable for cash. Only one voucher can be used per transaction, they cannot be combined with another voucher or with any loyalty programmes within the app.

21.6.                    If the purchase value exceeds the voucher value, the user must pay the difference.

21.7.                    DU Go has the right to restrict certain items and prohibit them from being purchased via a voucher.

21.8.                    Ant attempt to misuse vouchers (including duplication, resale, or abuse of the promotion) may result in: voucher cancellation, suspension or termination of the user’s account. The DU Go app reserves the right to investigate suspicious activity.

 

22.  Stamp Cards

22.1.                    On the purchase of items included in a stamp card promotion at relevant DU Go operated outlets, a customer will receive one electronic stamp per relevant item.

22.2.                    For the ‘Brew Club’ stamp card, for every nine barista prepared drinks purchased, the customer will receive their tenth for free. This reward will automatically be applied to their next purchase of a qualifying item. Starbucks Frappes are excluded from the offer.

22.3.                    The number of stamps accrued can be viewed in a customer’s DU Go account.

22.4.                    The stamp will be automatically earned at the time of purchase, provided the DU Go app is scanned at the point of purchase.

22.5.                    Redemption of voucher is available at the till of all participating DU Go Catering outlets on the purchase of any qualifying item.

22.6.                    Items may be excluded from purchase with a stamp card voucher at some or all participating outlets at the discretion of DU Go and will be advertised via our website and in outlets.

 

23.  SUBSCRIPTIONS

23.1.                    DU Go offer subscriptions to purchase via the app to reward regular customers with significant discounts. Subscription details, pricing and benefits are displayed within the app and may change from time to time.

23.2.                    By ordering a DU Go Subscription, you are agreeing to recurring monthly payments as set out in the chosen subscription. The subscription entitles you to a number of products as set out in the chosen subscription each week. When bought in store these specified products will reduce to zero charge within the transaction, any non-qualifying products will be charged for as standard.

23.3.                    Your DU Go Subscription starts on the day of purchase and you can use your DU Go Subscription straight away by logging into your DU Go App. To use your DU Go subscription you will need to present your QR code at the point of purchase.

23.4.                    DU Go Subscriptions will renew automatically every month using the payment method selected when purchased and will continue unless paused or cancelled by the DU Go account holder. Each subscription period is 1 month, starting on the day the subscription is purchased. Customers will receive a notification when the DU Go Subscription has auto-renewed.

23.5.                    DU Go Subscription Fees include VAT and the customer should ensure they purchase the correct subscription – Student or Non-Student. The price to the customer will remain the same, but this will ensure the correct VAT is paid by Durham University.

23.6.                    By purchasing a DU Go Subscription the account holders agrees that the subscription will automatically renew (unless cancelled) and that they are responsible for the recurring fees. Non-use of the products permitted within the DU Go Subscription will not entitle the user to any refund of the weekly subscription fee. If a payment is not successful, due to payment method expiration, insufficient funds or otherwise, your account will no longer facilitate the use of your DU Go Subscription.

23.7.                    Subject to the account holder exercising the right to cancel at any time, by purchasing a Du Go Subscription, the account holder authorises DU Go to charge the original payment method on a recurring monthly basis. Each month after payment has been confirmed, we will email you to confirm your DU Go Subscription has been renewed for another month.

23.8.                    Changes to DU Go Subscription fees – if the amount charged for a recurring subscription fee changes from the current fee, we shall provide notice of the amount to be charged and the date of change at least 30 days before the scheduled date of payment. DU Go Subscription holders may cancel at any time and prior to any fee increase.

23.9.                    DU Go account holders can cancel a DU Go Subscription at any time. For paid subscriptions the cancellation will be effective from the end of the subscription month in which you cancel. The subscription can continue to be used until the end of the month in which you cancel it. Cancellation can be facilitated in App by selecting the DU Go Subscription and selecting cancel. Refunds are not payable for any part month in which the subscription is cancelled. Any issues with cancellation can be reported via opssystems@durham.ac.uk

23.10.                 All DU Go Terms and Conditions apply to users of the DU Go Subscriptions.

 

Please note some of this functionality will not be available upon launch. We will market the additional functionality as and when it is live.