BeloBag
Shop terms
Draft — to be reviewed by a lawyer before launch
This is a plain-English working draft. It is not yet a binding agreement. Text in [BRACKETS] is a placeholder still to be decided.
These terms are the agreement between your business (“you”, “the shop”) and Orvexlo, CVR 46417321, Denmark, which runs BeloBag (“BeloBag”, “we”, “us”), when you sell food through the BeloBag partner app. You accept them when you register your shop. Customers have their own terms of use, and our privacy policy explains how we handle data.
1. How BeloBag works
BeloBag is a marketplace. You list food you didn’t sell today, or that is close to its best-before, and customers nearby reserve it and collect it from you before you close.
- You are the seller. Each sale is between you and the customer. You prepare, pack and hand over the food and you are responsible for it. BeloBag provides the app, shows your listings, and, where in-app payments are live, collects payment for you. Today in-app payments aren’t live in any country: customers pay you at the counter. [Lawyer: confirm BeloBag’s role as a limited payment collection agent.]
- Customers never pay BeloBag a fee. They pay your price and nothing more. You pay BeloBag a fee only when a bag sells, as set out below.
- No sign-up fee, no yearly fee and no minimum number of listings.
2. Joining and approval
- To join you need a real, registered food business with premises that customers can walk into, the licences your country requires to sell food, and a business or tax registration number (for example ΑΦΜ in Greece, IČO in Czechia, CUI in Romania, PAN in Nepal, the 13-digit tax ID in Thailand or GSTIN in India).
- Business details. In Greece, Czechia, Romania, Thailand and India we need these before we approve your shop: the business’s legal name, its business address, its tax ID (ΑΦΜ, IČO or DIČ, CUI, the Thai 13-digit tax ID or GSTIN), its food business registration number (in India your FSSAI licence or registration number) and, if it has one, its VAT ID. You can add them when you register or later in Settings. We use them to check your shop, to invoice our fees once they start and for the reports platforms must make to tax authorities (in the EU, DAC7). They are never shown to customers.
- The person who registers must be allowed to act for the business. Your shop phone is verified with a text-message code. Where we can’t send texts to your country yet, we verify your login email with a code instead, and your phone shows as not verified until you confirm it with a text code in the app. The owner signs in with email and password. One account is for one shop location.
- Your country is set when you register. It decides your currency, fees and where your data is stored, and it can’t be changed in the app.
- Our team checks every new shop and its registration number, usually within a day. Until you are approved you can sign in, put the pin on your entrance and add staff, but you can’t publish. We may refuse a shop, and we tell you why.
- Keep your details (name, address, phone and payout details) correct and up to date.
3. Honest listings and live photos
- Say what is in the bag. Every listing must be accurate: title, description, items or the kind of items, quantity, weight if you give one, the diet label (Pure Veg, Contains Egg or Non-Veg in Asia; Plant-based, Vegetarian or Omnivore in Europe), any meats, the allergens it contains, and the best-before (“tonight”, “tomorrow” or a date up to 14 days ahead). No blind bags.
- Live photos only. The photo must be taken in the app’s camera, of the food you are listing, when you list it. Don’t use stock photos, photos from the internet, photos of another shop’s food, or edited photos that make the food look different. Short videos (5 to 15 seconds) follow the same rule.
- The honest label. The app checks each photo against your earlier ones. If you publish the same photo as one from an earlier day after the app warns you, customers see “Photo from an earlier day” on that bag. We also look for photos copied between shops.
- Only what you can hand over. List only bags you actually have, and close the listing or lower the quantity in the app as soon as you can’t give out more.
- Location and camera details are removed from photos before they are stored. You let us show your shop name, photos, videos and descriptions in the BeloBag app, on belobag.com and on share links and posters made in the app, for as long as you are a partner and for a reasonable time after.
4. Food safety and the law
- You are responsible for following every law that applies to your food business, including food hygiene, safe storage and temperature, packaging, labelling and allergen information.
- Only list food that is safe to eat and legal to sell. Never list food past a use-by date or food that has been kept unsafely. Best-before food may be listed only while it is still fit to eat.
- Tell customers about allergens correctly in the listing, and answer their questions at the counter. If you can’t rule out cross-contact, say so.
- The 14 allergens. In Greece, Czechia, Romania and Thailand you can’t publish a bag until you have declared its allergens: either which of the 14 major allergens it contains (cereals containing gluten, crustaceans, eggs, fish, peanuts, soybeans, milk, nuts, celery, mustard, sesame, sulphites, lupin and molluscs, as in Annex II of EU Regulation 1169/2011), or that it contains none of them. Because a bag holds whatever didn’t sell, declare every allergen that any item in it may contain.
- If you find a safety problem with food you sold (for example a recall), tell support@belobag.com straight away so we can warn the customers who collected it.
- You are responsible for the taxes on your sales and for giving receipts where the law requires.
5. The price clock
- You set the bag’s usual price (within the range for your country) and three prices that step down as closing gets closer: a start price below the usual price, a middle step and a “last call” price for the final 30 minutes (or the last third of a short pickup window). Each step is the same or lower than the one before.
- The usual price must be what you really charge for that food. Don’t inflate it to make a discount look bigger.
- Our server’s clock decides which price applies. A customer pays the price shown at the minute they reserved, even if it drops later.
6. Holds and handing over
- Customers either hold a bag for free for 20 minutes (with one 15-minute extension where the app offers it, never past your closing time) and pay you at the counter, or pay in the app, where that is live, and the bag is kept for them until pickup closes.
- Hand a bag over only against a valid pass for your shop, checked in Pickups by scanning the QR code or typing the pickup code. Don’t hand over a pass the app shows as cancelled, already collected or for another shop. For a counter hold, collect the price the app shows.
- Your counter screen shows a counter code that changes every few minutes. Customers who mark a bag as collected themselves need it, so keep it at the counter and don’t share it elsewhere.
- Honour every pass you accepted. If you really can’t (for example you have to close early), cancel in the app straight away: customers are told, anyone who paid in the app gets a full refund, and it never counts against the customer. Cancelling often may lead us to review your shop.
- Treat customers with respect. Customers’ contact details stay inside BeloBag: don’t ask for them to take sales elsewhere.
7. Fees
You pay only when BeloBag sells a bag for you. Customers always pay your price, with no fee on top.
Fees are paused in your country until further notice; we’ll give 30 days’ notice before they start.
This applies today in Greece, Czechia, Romania, Thailand and India. While fees are paused your shop stays in its free period: nothing is owed and your free days don’t count down. When fees start in your country, your free days (60, or 90 for founding partners, see section 8) count from that day, and the founding year follows them. Nepal is not paused: the fees below apply there as written.
- Free days. No fees at all for your first 60 days after we approve your shop (90 days for founding partners, see section 8).
- Sold in the app. A share of the bag’s price: 15% in Europe (Greece, Czechia, Romania), 12% in Thailand and India, 10% in Nepal. Each in-app sale pays at least a small per-bag minimum that covers card and wallet costs, and never more than the bag’s price.
- Counter hold handed over. A small flat fee for each bag a customer held for free and collected.
- Nothing for no-shows, cancellations, holds that run out, refunded payments or bags you cancel. No sign-up or yearly fee.
| Country | Standard (after 60 free days) | Founding year (after 90 free days) |
|---|---|---|
| Greece · EUR | 15% in the app, at least EUR 0.30 a bag · EUR 0.20 per counter hold | 8% in the app, at least EUR 0.15 a bag · no counter fee |
| Czechia · CZK | 15% in the app, at least CZK 8 a bag · CZK 5 per counter hold | 8% in the app, at least CZK 4 a bag · no counter fee |
| Romania · RON | 15% in the app, at least RON 1.50 a bag · RON 1 per counter hold | 8% in the app, at least RON 0.75 a bag · no counter fee |
| Nepal · NPR | 10% in the app, at least NPR 15 a bag · NPR 10 per counter hold | 8% in the app, at least NPR 8 a bag · no counter fee |
| Thailand · THB | 12% in the app, at least THB 10 a bag · THB 8 per counter hold | 8% in the app, at least THB 5 a bag · no counter fee |
| India · INR | 12% in the app, at least INR 10 a bag · INR 8 per counter hold | 8% in the app, at least INR 5 a bag · no counter fee |
Example: a founding bakery in Kathmandu sells a NPR 300 bag in the app. 8% is NPR 24, which is above the NPR 8 minimum, so the fee is NPR 24. For a NPR 60 bag, 8% is NPR 4.80, below the minimum, so the fee is NPR 8. A counter hold in the founding year costs nothing.
Fees are shown [excluding / including] VAT or similar taxes, which we add where the law requires. Counter fees are [netted from your next payout / invoiced monthly]. [Owner: confirm both.]
8. Founding partner offer
- Who gets it. The first 100 approved shops in each city. A spot is given once, when your shop is first approved. Demo and test shops never take a spot or count towards the 100. Shops that already held a founding spot under our earlier offer keep it. A spot isn’t handed on to another shop if yours is suspended or closes.
- 90 days free from the day we approve your shop, instead of 60.
- Then a founding year. For the 12 months after your free days: 8% on in-app sales (below the standard rate in every country, Nepal included), half the usual per-bag minimum (see the table) and never more than the bag’s price.
- No counter fee for counter holds handed over during your whole founding period: the 90 free days and the founding year.
- A “Founding partner” badge on your shop in the app.
- Afterwards. When your founding year ends, your shop moves to the standard rates for your country, with the normal minimum and counter fee.
Shops that don’t get a founding spot have 60 days free, then the standard rates, minimum and counter fee.
9. No-shows
A no-show costs you nothing. When a free hold runs out without the customer coming, the bag goes straight back on sale and no fee is charged. Customers who don’t turn up repeatedly have their free holds paused for a while. You can privately mark how a pickup went (fine, late, rude, no-show); customers never see it.
10. Payouts
[Owner: in-app payments are off everywhere. Before they start, this section changes so that customers pay your shop directly through a licensed payment provider and BeloBag never holds your money.]
- Today customers pay you at the counter, so the money is already in your till. Payouts start when in-app payments go live in your country.
- Once they are live, you can request a payout in Payouts of in-app sales that the payment provider confirmed and that were handed over, minus BeloBag’s fee. We check every payout before it is sent to the bank or wallet account you added, which must be in your business’s name.
- For your security, payouts wait 24 hours after payout details change and after an owner account is recovered by SMS, and 3 days after a reset by email.
- Refunds for bags cancelled before pickup, bags you cancel and justified customer complaints are taken off what you are owed. If a payment is reversed by the customer’s bank, that sale is taken off too. [Lawyer: chargeback handling and payout timing.]
11. Your account, staff and PINs
- The owner account controls your shop, payouts and staff. Keep its password private and turn on Face ID or fingerprint if you can. If you lose your phone, recovery uses a code sent to your shop phone or, if you confirmed it, your login email, then you set a new password; every other device, staff included, is signed out and payouts wait 24 hours (3 days after a reset by email). After a reset by email we also text the shop phone that the password changed.
- You can add up to 10 counter staff, each with their own PIN, and link counter phones with a code from the owner app. Don’t share PINs, and remove staff who leave straight away. After 5 wrong PINs a counter phone locks for a while.
- You are responsible for what happens under your shop’s account, including what your staff do. Tell us at once if you think someone else has access, and use “Sign out of all devices”.
12. Your door pin
- Put your pin on the entrance customers actually use, so the walking route brings them to your door.
- Your first pin is checked by our team before customers see it.
- After that you can fine-tune it yourself within 250 m of the position we checked (up to 10 changes a day). Moving further, for example to new premises, needs a new check.
13. Reviews and ranking
- Only customers who collected a bag from you can review your shop. You can read and reply to reviews, but you can’t edit or remove them. To report one that breaks the rules, use “Report this review” or write to support@belobag.com. How reports are handled is in section 10 of the customer terms.
- Don’t write reviews of your own or a competitor’s shop, and don’t offer customers anything for a review or for changing one.
- How bags are ordered. Customers see bags sorted by walking distance, by how soon pickup closes or by best value (the biggest cut from the usual price, which is why the usual price must be real: see section 5), with bags they can still collect first, and they can filter by diet, allergens and type of shop. Shops can’t pay for a better place.
14. Suspension and ending
- We may suspend your shop (hide its listings and sign out all its devices) if there is a food safety concern, misleading listings or copied photos, repeated cancellations, abuse of customers, fraud, unpaid fees, or a legal reason.
- A statement of reasons. When we suspend your shop or take down or hide one of your bags, we tell you in the partner app (Settings, “Decisions about your shop”, and at sign-in while a suspension lasts) what we did, why, the facts behind it, which rule in these terms or which law it is based on, whether it was found automatically, and how to ask us to look again. We keep a record of it. Unless the law or a safety risk stops us, you hear from us before or when a suspension starts.
- Asking us to look again. Within 6 months you can write to support@belobag.com to explain or fix the problem. Someone who wasn’t involved in the first decision reviews it and tells you the outcome. If we decide to end our agreement for a reason other than a serious breach or a legal duty, we give you at least 30 days’ notice. [Lawyer: check against the EU platform-to-business rules (Regulation 2019/1150) and local law.]
- You can stop at any time: close your listings and write to us to close your account. Fees already earned and refunds already owed still apply.
15. Data and privacy
- To hand over a bag you see only the customer’s first name, the pickup code and, where shown, the last digits of their number. Use this only to hand over bags. Don’t copy it, keep it, or contact customers for anything else.
- We keep your shop’s details (business name, legal name, registration and tax numbers, VAT ID, food business registration number, address, owner phone, login email, payout details, photos and videos) to run BeloBag, in the region of your country, as the privacy policy explains. Your registration, tax and VAT numbers and payout details are never shown publicly. Our team sees them in full only when it opens your shop’s details, and each time that is logged.
16. Responsibility
- You are responsible for your food, your listings and your staff, and you will cover BeloBag for claims that come from them, for example if a customer is harmed by unsafe food or a wrong allergen label.
- We work to keep BeloBag running, but we can’t promise it will always be available or that it will sell a set number of bags.
- As far as the law allows, our total responsibility to you in any 12 months is limited to the fees you paid us in that time, and neither of us is responsible for the other’s lost profits or losses that couldn’t reasonably be foreseen. Nothing limits responsibility that the law doesn’t allow to be limited, such as for fraud or for death or personal injury caused by negligence.
17. Changes and complaints
- We tell you about changes to these terms in the partner app or by email at least 15 days before they take effect, longer when a change needs more time to prepare for. Fee increases get at least 30 days’ notice. We won’t make the founding offer worse for a shop during its founding period.
- If you don’t agree to a change, you can end the agreement before it takes effect.
- Complaints about BeloBag go to support@belobag.com. We reply within one working day and aim to resolve them within [14] days. [Lawyer: name mediators if required.]
18. Law and contact
These terms are governed by the laws of [COUNTRY], and disputes go to the courts of [CITY, COUNTRY]. [Lawyer: governing law for shops in Nepal, Thailand and India.]
Questions: support@belobag.com.
BeloBag – a product of Orvexlo, CVR 46417321, Denmark · hello@belobag.com