Surplus - Refund & Cancellation Policy

Last Updated: July 14, 2026

This policy explains when you are entitled to a refund for orders placed through the Surplus app, operated by Surplus FZ-LLC, Dubai, United Arab Emirates. It forms part of our Terms and Conditions and does not limit your rights under UAE Federal Law No. 15 of 2020 on Consumer Protection.

1. When You Get a Full Refund

You are entitled to a full refund to your original payment method if:

• The Partner cancels your order or is closed during the pickup window.
• The food you received is spoiled, unsafe, or inedible.
• You received the wrong order.
• The order was substantially not as described (for example, the bag was empty or clearly below the described value or category).
• You were charged in error, including duplicate charges.

Where the Partner cancels an order, the refund is issued automatically — you do not need to make a claim.

2. When a Refund Is Not Given

• No-show: If you do not collect your order within the pickup window shown at reservation, the order is forfeited without refund. The pickup window is displayed clearly before you pay.
• Contents of surprise bags: Surprise bags vary by what the Partner has left that day. Not receiving a specific item you hoped for is not grounds for a refund, provided the bag meets the described value and category.
• Change of mind after the pickup window has started, as the Partner has already set aside the food.

3. How to Request a Refund

• Report the issue within 48 hours of the pickup time via the app, or by email to support@getsurplus.ae with your order number.
• For food quality issues, photos of the food and packaging help us resolve your claim faster.
• We acknowledge refund requests within 2 business days and resolve them within 7 business days.

4. How Refunds Are Paid

• Approved refunds are issued to your original payment method in AED.
• Refunds are processed within 7-14 business days, depending on your bank or card issuer.

5. Contact Us

Surplus FZ-LLC
In5 Tech, Dubai Internet City, Dubai, United Arab Emirates
Email: support@getsurplus.ae
Phone: +971 55 221 8322