Terms of Service

1. About Surpl

Surpl is a food surplus marketplace connecting local food vendors in Jagtial, Telangana with customers who want to buy surplus end-of-day food at a discount. Food is sold as Surprise Bags — customers pay online and collect in person from the vendor. There is no delivery service.

2. Account Registration

You must be at least 18 years old to use Surpl. Register using a valid phone number verified via OTP. You are responsible for keeping your account secure and for all activity under your account.

3. Pricing and Platform Fee

Each Surprise Bag has a price set by the vendor, subject to a minimum of ₹29. Surpl charges customers a flat platform convenience fee of ₹5 per order, shown transparently at checkout before payment. Prices displayed are inclusive of applicable Goods and Services Tax (GST), where such tax applies. Surpl is registered under GSTIN: 36CXUPM2129K1ZW.

4. Orders and Payment

Payment is processed online via Razorpay (UPI, card, net banking) or your Surpl Wallet. Once payment is confirmed, your order is final and cannot be cancelled. You will receive a unique 6-digit pickup code to collect your bag.

5. Pickup Window

Each order has a pickup window set by the vendor. You must collect your bag from the vendor's premises during this window using your pickup code.

6. No-Show Policy

If you do not collect your order within the pickup window, the order is marked as missed. The vendor has prepared the food on your behalf — no refund will be issued for missed pickups.

7. Cancellations and Refunds

Once payment is confirmed, cancellations are not permitted. Refunds are issued in the following situations: • Vendor cancels your order → full refund to your original payment method (card/UPI) within 5–7 business days • Vendor runs out of stock after your payment → full refund to original payment method • Technical error on Surpl's part → full refund to original payment method • Serious verified complaint (food safety issue) → Surpl Wallet credit at Surpl's discretion No refund for customer no-shows or dissatisfaction with Surprise Bag contents.

8. Surpl Wallet

Your Surpl Wallet holds referral bonuses (₹20 per successful referral) and first-order discounts (10% for referred new users). Wallet balance cannot be withdrawn as cash or transferred to another user. It has no expiry.

9. Vendor Terms

Vendors must hold a valid FSSAI licence to register on Surpl. There is no registration fee — Surpl charges vendors a 10% commission on completed orders only. During the launch period (first 30 days), vendor commission is 0%. Street Snacks vendors offering "Skip the Queue" full-price listings pay 0% commission on those listings; discounted "Special Offer" listings pay the standard rate. Vendor payouts are processed weekly every Monday via UPI or bank transfer.

10. Referral Programme

Refer a new user with your referral code — they get 10% off their first order, and you get ₹20 credited to your Surpl Wallet once they complete their first order.

11. Surprise Bag Contents

Bag contents are not disclosed in advance and will vary daily. The value of contents always exceeds the price paid. By booking a Surprise Bag, you accept this.

12. Food Safety

Vendors are solely responsible for the quality, safety, and fitness for consumption of all food in their bags. Surpl is a technology platform and does not prepare, handle, or inspect food.

13. Governing Law

These Terms are governed by the laws of India. Disputes are subject to the jurisdiction of the courts in Jagtial, Telangana.

14. Contact

Grievance Officer: Surpl Support Email: hello@surpl.in Phone: +91 8143032333 Hours: Monday–Saturday, 10:00 AM – 7:00 PM IST FSSAI Registration No: 23626015000811