Vaneera, where'd you find this? I keep meaning to look this up because we have this guy who comes in every morning and orders a grande mocha, but every once in a while he'll stay in the store and then he'll come up for a refill coffee (he's got a gold card). He comes in super early, so my SM isn't there yet, but one time when she saw me give him a refill she was like, "where did he come from? was he in the store?" and I was like, "yes, he was here really early and he's been here ever since, he got a mocha this morning and he just came back for his coffee refill" and she was like, "that's not policy..." and she got snappy at me about it. like, super snappy, to the point where she was loud in front of customers because I told her that it actually was policy. and so I keep meaning to look it up for real so next time she gets like this when she sees him getting his coffee refill, I can pull out a paper with the actual policy on it. and @decafwarrior, unfortunately it's actually as many as you want as long as you're in the store. the crap part about my store is it's SO big that it's hard for us to keep track of who actually stays in the store. I know that there have been times that I've given refills to people who have left by mistake because I didn't see them leave and come back. We count our patio as a place where people can still be eligible for refills though- I see it as still a part of the store since we have to set up the furniture and change the trash out there too... technically that's still staying in the store.