FAQ
1. Does this program cost money to use?
If you have an active Dal Email Address (ending in @dal.ca) when you download the app and register- you will automatically have complementary starting credit. The app doesn’t need your credit card info- it just tracks your check ins and check outs.
As long as you use the program responsibly and return your borrowed mugs- the program will continue to be free the whole year!
If you lose your mug and want to keep participating- ask the cashier at Frederic’s and they can sell you a unique coupon for $5.00 that you scan in the Fill It Forward app and it adds credit back into the app immediately so you can check out again.
2. What happens if I lose or throw out my reusable cup by accident?
Bummer! Please let us know so we can retire that cup in our inventory. You can re-up your borrow credit by buying a special unique coupon from the cashier at Frederic’s for $5.00 that you can scan in the Fill It Forward app and it adds credit back into the app immediately so you can check out again.
3. my cup broke… What do I do?
No worries- wear and tear happens. Don’t throw it out! Return your broken cup as per normal and we will retire it and make sure it gets recycled properly. You’ll get your check out credit back so you can get a shiny new one with your next coffee purchase.
4. How do I buy more “credits” to check out more travel mugs?
Ask the cashier at Frederic’s and they can sell you a unique coupon for $5.00 that you scan in the Fill It Forward app and it adds credit back into the app immediately so you can check out again.
Maybe you want to be able to check out more than one cup at a time- technically you can buy as many credits as you could like. You want to be able to check out 6 coffees every Monday for your crew- you can do that- just make sure your buddies give you back their cups to return.
5. I lost a travel mug and bought more credit. Then I found the one I lost! Can I get my money back?
Email food@dal.ca for Fill It Forward support and we will get back to you and see what we can do. We don’t have an auto-refund feature at this time.
Also- consider enjoying the flexibility of having the extra credit in your app so you can have more than one cup checked out at a time!
6. Why can’t I use this program at other coffee shops on campus?
We are in pilot phase right now- we are hoping to roll out to other locations around campus- we just want to make sure everything is running smoothly and that this is the right solution for our community.
7. Why travel mugs? Why not food containers?
We need to start somewhere for a pilot- and folks at Dalhousie drink a LOT of coffee- we go through more disposable coffee cups than any other type of packaging- so why not tackle it first?
8. Can I bring my own mug instead?
Of course! You can always bring your own CLEAN reusable mug for your beverage. We’ll even give you a discount for doing it! $0.20 off for each use.
9. I like my travel mug better- can I use it and still contribute to the community reuse goals and automatic donations to worthy causes?
Fill It Forward has a sister program that allows you to get a special QR code sticker to put on your own reusable cups and containers. You can scan your own tag whenever you use it and still track your impact and still get the added benefit of $0.02 donated to a worthy fresh water cause with each scan. Visit [fillitforward website] for more info.
10. I don’t have a Dal email address- can I still use the program?
Yes of course! Download the app. Unfortunately you won’t get a starting auto-credit to use to check out your first mug. But you can buy a special unique coupon code to scan and add credit to your app. Then go ahead and check out and use like everyone else!
11. Oh no! I dropped a used mug off and forgot to scan the app to get my credit back! What now?
When the mug is cleaned and checked out again the Fill It Forward app will recognize that it was returned without a return scan and adjust your account accordingly. Not going back into service quick enough? Email food@dal.ca for assistance or ask a staff member at Fred’s if they can do a quick look for your returned cup- it has a unique code that is tied to it and you- so we can find it in the mix and adjust the system manually.
12. Where do I return my used mugs?
Please return them to Frederic’s Café in the B Building on the Sexton Campus at Dalhousie. Thank you!
13. Do I need to wash my travel mug before returning it?
If you want to you can- but no need! We will always wash and sanitize before putting back into circulation.
If it sat around growing fuzz for a while and our teams can’t get it back to sparkly fresh- we’ll retire it and make sure it is properly recycled.
14. Where can I leave general feedback / compliments / criticisms about the program and my experience with it?
Please email food@dal.ca with any comments on how the program is going.
If you are having any trouble with the Fill It Forward App itself- you can reach out to the tech support at Fill It Forward directly through the app.
15. Does this allow me to get the benefit of the “Lug a Mug” reusable mug discount?
Yes! You also get the $0.20 discount on every cup of coffee or tea you purchase using one of these travel mugs.
16. I found a mug that someone lost. What do I do with it?
You can return it to Sexton Campus B Building to Frederic’s Café. Thanks kind and responsible community member! I’m sure the person who misplaced it will silently send good karma and thanks your way.
