Surplus - Terms and Conditions

Last Updated: July 14, 2026

Welcome to Surplus! These Terms and Conditions ("Terms") govern your access to and use of the Surplus mobile application and website (together, the "Platform"), operated by Surplus FZ-LLC ("we", "us", "our"), a company licensed in Dubai, United Arab Emirates with its registered office at In5 Tech, Dubai Internet City, Dubai, UAE.

By accessing or using Surplus, you agree to be bound by these Terms. If you do not agree, please do not use the Platform.

1. About Surplus

Surplus connects users ("Users") with local restaurants and food businesses ("Partners") offering surplus food at discounted rates for pickup. Our goal is to reduce food waste and promote sustainable consumption. When you place an order, Surplus processes your payment and coordinates the order with the Partner that prepares and hands over your food.

2. Eligibility

You must be at least 18 years old to use Surplus. By using the Platform, you represent that you meet this requirement.

3. User Responsibilities

• You agree to use the Platform lawfully and in accordance with these Terms and applicable Dubai/UAE laws.
• You are responsible for maintaining the confidentiality of your account and login information.
• You agree to provide accurate account and contact information so we and our Partners can fulfil your orders.

4. Prices and Payments

• All prices are displayed in UAE Dirhams (AED). The price shown at checkout is the total price payable for your order.
• Payments are processed by licensed third-party payment providers. Surplus does not store or handle full payment card details.
• You will receive an in-app confirmation and receipt for every completed order.

5. Ordering and Pickup

• Surplus offers "surprise bags" whose exact contents depend on what the Partner has available on the day. We do not guarantee the specific items in each bag, but every bag must meet the value and category described in the listing.
• Orders must be picked up from the Partner within the pickup window shown at the time of reservation.
• If you do not collect your order within the pickup window, the order is forfeited and is not eligible for a refund, as explained in our Refund & Cancellation Policy.
• Food may contain allergens. Allergen information shown in the app is provided by the Partner. If you have dietary restrictions or allergies, check with the Partner before consuming the food. Do not purchase surprise bags if you have severe allergies, as contents vary.

6. Cancellations and Refunds

• You are entitled to a full refund to your original payment method if your order is cancelled by the Partner, if the food is spoiled or unsafe, if you receive the wrong order, or if you are charged in error.
• Full details, timelines, and how to make a claim are set out in our Refund & Cancellation Policy, which forms part of these Terms.
• Nothing in these Terms limits your rights under UAE Federal Law No. 15 of 2020 on Consumer Protection.

7. Food Safety and Partner Responsibilities

• Partners are required to hold valid food licenses and to provide safe, consumable surplus food in accordance with UAE and Dubai Municipality food safety regulations.
• Food is prepared and packaged by Partners. If you believe food you received is spoiled, unsafe, or not as described, report it to us within 48 hours via the app or at support@getsurplus.ae. We will investigate with the Partner and, where warranted, issue a refund in accordance with our Refund & Cancellation Policy.

8. Complaints

If you have a complaint about an order, a Partner, or the Platform, contact us at support@getsurplus.ae or +971 55 221 8322. We acknowledge complaints within 2 business days and aim to resolve them within 7 business days.

9. Privacy

Our Privacy Policy explains how we collect, use, and protect your personal data in accordance with UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data.

10. Termination and Suspension

We reserve the right to suspend or terminate access to Surplus for violations of these Terms or applicable laws, including fraudulent or abusive use of the Platform. Any paid orders affected by a suspension that is not caused by your breach will be refunded.

11. Limitation of Liability

To the extent permitted by UAE law, Surplus shall not be liable for indirect, incidental, or consequential damages arising out of your use of the Platform. Nothing in these Terms excludes or limits any liability that cannot be excluded or limited under applicable UAE law, including your statutory rights as a consumer.

12. Governing Law

These Terms are governed by and interpreted in accordance with the laws of the Emirate of Dubai and applicable federal laws of the United Arab Emirates. Any disputes shall be resolved through the Dubai Courts.

13. Changes to Terms

We may update these Terms from time to time. If we make material changes, we will notify you through the app or by email before the changes take effect. Continued use of the Platform after such updates constitutes your acceptance of the revised Terms.

14. Contact Us

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