BeloBag
Terms of use
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 apply when you use the BeloBag app or belobag.com to find, hold, pay for and collect food. BeloBag is a product of Orvexlo, CVR 46417321, Denmark (“BeloBag”, “we”, “us”). Our contact details are in section 16. Shops have their own shop terms. How we handle your data is in our privacy policy.
1. What BeloBag is
BeloBag is a marketplace. Bakeries, cafés, hotels, grocers and kitchens list food they didn’t sell today, or that is close to its best-before, and you collect it from them before they close.
- The shop sells the food, not BeloBag. Your purchase is a contract between you and the shop. We never make, store, pack or hand over food.
- The shop is responsible for the food. That includes food safety and hygiene, the contents of the bag, the diet label, the allergens it lists and the best-before it shows.
- Every bag says what it is. It shows its contents or the kind of items in it, a diet label and a best-before (“tonight”, “tomorrow” or a date). The exact items can vary a little, because they are whatever didn’t sell.
- Allergens. In Greece, Czechia, Romania and Thailand every bag must say 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 listed in Annex II of EU Regulation 1169/2011), or that it contains none of them. In Nepal and India a shop may list them, but doesn’t have to: when a bag lists none, the app says so and asks you to check at the counter.
- Allergies. Allergen information comes from the shop. Kitchens often handle many allergens, so if you have a serious allergy, ask the staff when you collect and don’t eat anything you’re unsure about. Any allergens you ask the app to avoid only filter what you see; they are not a guarantee.
- Best-before. Eat or store the food as the shop’s label says. Food marked “tonight” is meant to be eaten tonight.
- How bags are ordered. Bags you can still collect come first. Then the list is sorted by how soon pickup closes (the default), by walking distance or by best value (the biggest cut from the shop’s usual price), whichever you choose, and you can filter by diet, allergens and type of shop. The map shows every bag near you. Shops can’t pay for a better place.
2. Your account
- You can look around without an account. To hold or pay for a bag you sign in with a one-time code we send by SMS to your phone, or by email to your email address (or to a backup email you added). There is no password. With an account opened by email you can hold one bag at a time. You can then turn on Face ID or fingerprint on your phone.
- An account is for one person. Use your own phone number or email address (not a throwaway one), give a real first name for the shop, and don’t share your account or open more than one.
- You must be at least [18], or have a parent’s or guardian’s permission, to hold or buy bags.
- Keep your phone and your email account locked and never share a sign-in code: BeloBag will never ask you for it. If you lose your phone, sign in on the new one and use “Sign out of all devices” in Account.
- You can delete your account and your data at any time in Account.
3. Holding a bag
- Free 20-minute hold. A hold keeps a bag for you for 20 minutes, free. If you hold a bag before pickup opens, the 20 minutes start when pickup opens.
- One extension. Where the app shows it, you can add 15 minutes once. A hold never runs past the shop’s pickup closing time.
- Limits. So everyone gets a chance, there are limits, which the app shows when you reach them. Today they are: up to 2 free holds at a time across all shops, up to 3 paid passes at a time, and up to 2 passes on any one listing.
- The price is fixed when you reserve. Prices step down as closing time gets closer. You pay the price shown at the moment you reserved, even if it drops later.
- Back on sale. When you release a hold, or it runs out, the bag goes straight back on sale for someone else.
4. Paying
- At the counter. Today you pay the shop when you collect, in the ways the shop accepts (for example cash or a QR payment).
- In the app. Only where the app shows it, you can pay in the app. Today it isn’t offered in any country. The payment provider handles your card or wallet; we only receive a confirmation. A bag paid in the app is kept for you until pickup closes, even if you’re late. While a payment is being completed, the bag is kept for up to 5 minutes. [Lawyer: confirm whether BeloBag collects in-app payments as the shop’s payment agent.]
- No BeloBag fee for customers. You pay the shop’s price and nothing more. BeloBag never adds a booking or service fee. Shops pay us a fee when they sell through BeloBag.
- Prices are set by the shop and shown in the local currency. Any receipt for the food comes from the shop.
5. Cancellations and refunds
- You change your mind. Release a free hold in the app while it is running. It costs nothing. A bag you paid for in the app can be cancelled in the app until pickup closes, and you get a full refund to the way you paid.
- The shop cancels. If the shop closes the listing early or can’t give you the bag, the app tells you. If you paid in the app, you get a full refund. It never counts against you.
- Something was wrong with your bag. Write to support@belobag.com within 24 hours with your pickup code and, if you can, a photo. We will look into it with the shop and, for a bag paid in the app, arrange a refund where it is due.
- You paid in the app but didn’t collect. If you don’t cancel and don’t collect before pickup closes, the food can’t be sold again, so the payment is not refunded. [Owner: confirm this policy.]
- How long refunds take depends on your bank or wallet, usually [5–10] working days.
Bags are fresh food that goes off quickly, so the 14-day right of withdrawal under EU consumer law does not apply to them (Directive 2011/83/EU, Article 16(d)). You can still release or cancel as described above. [Lawyer: confirm, and check the rules in Nepal, Thailand and India.]
6. Picking up
- Go to the shop during the pickup time shown on your pass. Directions in the app lead to the shop’s entrance.
- Show your pass. It has a pickup code and a QR code. The staff scan it or check the code, then hand over your bag.
- If the app asks you to mark the bag as collected yourself, type in the counter code shown at the shop. That code changes every few minutes, so a pass can only be marked collected at the counter.
- Your pass is for you. Don’t share it: the staff hand the bag to whoever shows a valid pass.
- Check your bag at the counter. If something is clearly wrong, tell the staff there.
7. No-shows
If a free hold runs out and you didn’t collect the bag, that is a no-show, and the bag goes back on sale. A shop cancelling never counts. After repeated no-shows (today, 2 within 30 days), free holds pause for a while (today, 14 days). You can still pay in the app where it is available. Your pickup record is private: it is only used for this rule and is never shown to anyone.
8. Reviews
- Only verified pickups. You can review a shop only after you collected a bag there, within 7 days, and once per shop every 30 days. Reviews show as “Verified pickup”, never with your name or number.
- Be honest and fair. Write about your own pickup. Keep it to 280 characters. No links, email addresses, phone numbers or other people’s personal details, no insults, threats, hate, advertising or fake reviews, and nothing you were paid or rewarded to write.
- Reporting and removal. Customers who have collected a bag can report a review (spam, offensive, fake, personal details, illegal content or other); anyone else can write to support@belobag.com. A review reported by several people for sharing personal details is hidden straight away; other reports are checked by our team. We may remove or hide reviews that break these rules, and if we hide or remove yours we tell you why and how to ask us to look again, under Account in the app (section 10). Shops can’t edit or delete reviews.
- By posting a review you let us show it in the BeloBag app and on belobag.com.
- Shops can privately note how a pickup went (for example “late”). These notes are never shown publicly.
9. What you must not do
- Copy, scrape or collect listings, prices, reviews or other content from BeloBag with bots, scripts or other automated tools.
- Create fake accounts, use someone else’s number, or open extra accounts to get around hold limits or a pause.
- Resell bags or their contents as a business.
- Abuse, threaten or harass shop staff, other customers or our team.
- Hold bags you don’t mean to collect, or try to block other people from getting them.
- Try to break, probe or get around BeloBag’s security, pickup codes or counter codes, or interfere with how the app works.
- Use BeloBag for anything illegal, or make fraudulent payments or chargebacks.
10. Reporting a bag or a review
If you think a bag, a shop’s listing or a review is illegal or breaks these terms (for example unsafe food, wrong allergen information, a misleading photo or description, or a review with someone’s personal details), tell us.
- How to report. In the app, open the bag and choose “Report this bag”, or open the review and choose “Report this review”. Pick a reason and, if you like, add a few words. You need to be signed in, so we can stop spam and show you what we decided: your reports and their outcome are under Account in the app. You can also write to support@belobag.com with a link to the bag or the shop, what is wrong and why, and your name and email address. If you report something as illegal, say so and confirm that you believe what you report is accurate and complete.
- What happens next. We confirm on screen that we got your report, a person on our team looks at it, and the decision shows next to your report under Account in the app. If you wrote to us by email, we answer by email. If you report a risk to someone’s health or safety, write to us straight away: we act on those first.
- Reasons for our decisions. When we remove or hide a bag or a review, limit an account, or pause or close a shop, we tell the shop (in the partner app) or the person who wrote it (under Account in the app, when they booked signed in) what we did, why, which rule or law it is based on, whether it was found automatically, and how to ask us to look again. We keep a record of each decision.
- Asking us to look again. Within 6 months of a decision, the person who reported and the person or shop it affected can ask us to review it by writing to support@belobag.com. Someone who wasn’t involved in the first decision looks at it again. In the EU you can also use an out-of-court dispute settlement body certified under the Digital Services Act, or go to court. [Lawyer: name the certified bodies, if any, and check which DSA duties apply to a micro business.]
- Misuse. If someone often sends reports that are clearly unfounded, we may stop handling their reports for a while, after warning them.
- Our contact point for users and for authorities is support@belobag.com, in English. [Lawyer: languages to add for Greece, Czechia and Romania.]
11. Privacy
We collect as little as we can and never sell your data. Shops see only what they need to hand over your bag: your first name, your pickup code and the last 3 digits of your number, never your email address. Read the privacy policy for the details.
12. Our responsibility
- Because the shop sells the food, the shop is responsible for it. If something is wrong with the food, your claim is against the shop, and we will help you reach them.
- We work to keep BeloBag running and its information correct, but we can’t promise the app will always be available or error-free, or that a shop will have the bag a listing shows.
- As far as the law allows, our total responsibility to you for any one bag is limited to the price you paid for it, and we are not responsible for losses we couldn’t reasonably foresee.
- Nothing in these terms limits responsibility that the law doesn’t allow us to limit, such as for death or personal injury caused by our negligence, or for fraud, and nothing takes away your legal rights as a consumer.
13. Pausing or closing accounts
If you break these terms, for example by abusing staff, using fake accounts or scraping, we may limit, pause or close your account. Unless the law or safety stops us, we will tell you what we did and why (see section 10), and you can reply to support@belobag.com if you think we got it wrong. You can stop using BeloBag and delete your account at any time.
14. Changes to these terms
We may update these terms as BeloBag changes or the law requires. If a change matters to you, we will tell you in the app before it takes effect. If you keep using BeloBag after that, the new terms apply. If you don’t agree, you can delete your account.
15. Law and disputes
These terms are governed by the laws of [COUNTRY]. If you live in the EU, you also keep the protection of the consumer laws of the country where you live, and you can bring a claim in your local courts. Please write to us first: most problems are sorted out quickly. [Lawyer: governing law and courts for Nepal, Thailand and India, and any required consumer dispute body.]
16. Contact
Questions about these terms or a bag: support@belobag.com. Privacy requests: privacy@belobag.com.
BeloBag – a product of Orvexlo, CVR 46417321, Denmark · hello@belobag.com