BeloBag
Transparency
1. Who we are and how to reach us
BeloBag is an app and website where shops sell food they couldn’t sell today, at lower prices before closing. BeloBag is run by Orvexlo, a business registered in Denmark, CVR 46417321 (its registered details, including its address, are in the Danish Central Business Register at datacvr.virk.dk). We run the marketplace. We don’t sell food ourselves and don’t own or control any shop on BeloBag. Each bag is sold by the shop named on it, a food business that is responsible for it.
- Contact point for users (EU Digital Services Act Art. 12): support@belobag.com. A person answers, usually within one working day.
- Contact point for authorities (Member State authorities, the European Commission and the Board, DSA Art. 11): support@belobag.com with “Authority” in the subject [Owner: a dedicated address, e.g. authorities@belobag.com].
- Languages: English and Danish [and the language of each country where we operate].
- Privacy: privacy@belobag.com.
2. How bags are ranked
- What you see: bags in your city whose pickup hasn’t closed yet. Bags whose pickup has closed are removed.
- Default order: the pickup that ends soonest comes first, because the food has to be collected before the shop closes.
- Other orders you can pick: nearest, measured in a straight line from you (shops without a checked entrance pin come last), or best value: the biggest cut from the shop’s own usual price.
- The “Last call” row at the top shows bags already at their final price.
- Your filters (type of shop, diet, allergens, price, search) hide bags that don’t match. They don’t change the order of the rest.
- The map shows bags from shops whose entrance pin we have checked.
- Nothing is paid for, nothing is personalised: shops can’t pay to be shown higher, and the order doesn’t depend on who you are. The “Founding partner” badge only means the shop was one of the first 100 approved in its city. It isn’t a rating or an award and doesn’t change the order.
3. How reviews are verified
- Who can review: only someone whose pass was handed over at the shop, scanned by staff or confirmed with the shop’s counter code.
- When and how often: within 7 days of pickup, once per shop every 30 days.
- Who can’t: the shop’s own phone number or email. New email accounts can review after a week, or after collecting at two shops. To stop one network posting many reviews, we keep a coded form of the network for 30 days.
- Good and bad alike: we publish both. Nobody is paid or rewarded for a review.
- The rating is the plain average of all reviews shown.
- Shops can reply, but can’t edit or remove reviews.
- Reviews are public in the app and on belobag.com as “Verified pickup”, never with the writer’s name or number.
4. How prices work
- The shop sets the prices: its usual price for the food and up to three prices for the bag. They can only stay the same or go down as closing gets near.
- Our server keeps the time, so everyone sees the same price at the same minute. You pay the price shown when you reserve.
- The usual price is the shop’s own claim of what it normally charges. We check it is within the range for your country and above the first step; we can’t check every shop’s till.
- In some countries we don’t show a percentage cut. In Romania, Bulgaria, Croatia, Spain, Portugal and Germany a bag shows its price and what the food is worth (“worth about …”), never a percentage or a struck-through price.
- How you pay: holding a bag is free. You pay the shop at the counter. There are no subscriptions, memberships or automatic renewals, and customers never pay BeloBag a fee.
5. Fees for shops
- Fees are paused in every country except Nepal. We will email every shop at least 30 days before fees start in its country.
- When fees apply: standard shops have 60 free days, then pay a share of each bag sold in the app (15% in Europe, 12% in Thailand and India, 10% in Nepal, with a small minimum per bag) and a small flat fee per counter hold handed over. Founding partners have 90 free days, then 8% for 12 months, half the minimum and no counter fee.
- Referrals: each approved shop you invite adds 30 free days to a free period that is still running, up to 180 days.
- No sign-up or yearly fee, nothing for no-shows or cancellations. The full table is in the shop terms.
6. Reports and moderation
- Anyone can tell us about a bag, a shop, a review or a reply: signed-in customers with “Report this bag” or “Report this review” in the app, everyone else by email to support@belobag.com.
- What to include: what is wrong and where (a link or the shop’s name), why, and your name and email. For illegal content, add a statement that you believe your report is accurate and complete, in good faith.
- Safety first: reports of unsafe food or wrong allergens are handled first. Where someone’s life or safety may be at risk, we tell the authorities.
- A person decides. You hear the outcome, why, and how to ask us to look again (in the app under Account, or by email).
- Statements of reasons: if we remove or hide something, or restrict or suspend an account, the person or shop affected gets a statement that says what we did, where it applies and for how long, why (which rule of our terms, or which law), whether a report or an automated tool led to it, and how to challenge it (with us, out of court, or in court).
- Shops get the statement by email and in the partner app, before or when it takes effect.
7. Automated tools we use and why
| Tool | What it does automatically | Where a person comes in | Known limits |
|---|---|---|---|
| Photo check | Each new shop photo is fingerprinted and compared with that shop’s earlier photos. If it is the same photo, the shop is warned and must choose “use it anyway”; customers then see “Photo from an earlier day”. | A person reviews matches with other shops’ photos; nothing changes for customers until then. | Dark or blank photos are skipped. Photos of the same rack with different food can match. |
| Review text filter | Reviews with links, emails or phone numbers are refused when posted. | None needed. | None known. |
| Report auto-hide | A review reported by three customers for personal details is hidden at once. | A person checks it and puts it back if the reports were wrong. | None known. |
| Report limit | Each person can send up to 10 reports a day. | None needed. | None known. |
| Allergen gate | In the EU and Thailand a bag can’t be published until its allergens are declared. | None needed. | The shop declares; we can’t check the food. |
| Missed-pickup pause | After 2 missed free holds in 30 days, free holds pause for 14 days. | Write to support and a person checks it. | A no-show can be the shop’s fault; that’s what the check is for. |
| Sign-in guard | Code messages are limited per number, email, network and country, and throwaway email addresses are refused. | Write to support if you are blocked. | A shared network can hit a limit sooner. |
None of these tools decides alone to remove a shop or close an account.
8. How to complain
- First, write to us: support@belobag.com. A person looks at it again, not an automated tool, and answers within [14] days. You can challenge a moderation decision for 6 months.
- Consumers can also go to [Forbrugerklagenævnet, Nævnenes Hus, naevneneshus.dk], the consumer body in their own country, or a court. EU consumers can use the European Consumer Centre in their country.
- Shops can go to court under the shop terms [and the mediators named there].
- Data protection complaints: Datatilsynet (Denmark) or the authority in your country (see the privacy policy).
9. Data we keep and for how long
- To hold a bag: only a phone number or email and a first name. The shop sees your first name and the last 3 digits of your number.
- Location: read only when you tap, and never stored.
- Passes: your name and number are removed 30 days after pickup closes.
- Shop photos: large sizes deleted 3 days after pickup, the thumbnail after 90 days. A coded fingerprint is kept for 90 days.
- Missed pickups: a coded record for up to 44 days, even after you delete your account.
- No cookies, no analytics, no ads, no session recording. See Manage preferences.
- Full details, legal bases and your rights: the privacy policy.
10. Yearly transparency note
As a micro enterprise, BeloBag doesn’t have to publish DSA transparency reports (DSA Art. 15(2) and 19). Each [January] we will publish a short note anyway: reports received by reason, decisions taken, how many involved an automated tool, appeals and their outcomes, and the average time to answer. On request from a national Digital Services Coordinator, we provide the average number of monthly active users in the EU (Art. 24(3)).