Terms of Service

1 Agreement to These Terms

By creating an account, browsing listings, placing an order, or otherwise using SustaBite, you agree to these Terms of Service and our Privacy Policy.

If you do not agree, you must not use SustaBite.

These Terms form a legally binding agreement between you and SustaBite, operating from Lahore, Pakistan.

2 What SustaBite Is

SustaBite is a food surplus marketplace. We provide technology that allows participating vendors to list surplus food and allows customers to reserve and purchase that food for pickup.

SustaBite helps reduce food waste by connecting available surplus food with customers who want affordable meals and food items.

3 What SustaBite Is Not

SustaBite is not a restaurant, caterer, food manufacturer, food storage provider, food delivery company, or food safety inspection authority.

SustaBite does not:

• Prepare, cook, package, store, inspect, or handle food;
• Own or take possession of food listed on the platform;
• Guarantee the exact contents, ingredients, quality, freshness, quantity, or allergen status of any food;
• Act as the seller of the food itself;
• Provide medical, dietary, allergen, or nutritional advice.

The purchase of food is between you and the vendor. SustaBite provides the platform that facilitates discovery, ordering, payment, and pickup coordination.

4 Surplus Food Model

SustaBite listings are for surplus food. Surplus food may include meals, baked items, groceries, prepared food, packaged food, or other food items made available by vendors because they are unsold, excess, near closing time, short-dated, or otherwise suitable for surplus sale.

SustaBite does not operate a "surprise bag" model unless a specific listing clearly says so. Vendors should describe listings accurately, but because the food is surplus, availability, portions, exact items, and packaging may vary.

By ordering surplus food, you understand and accept that:

• Food availability depends on the vendor's actual surplus on that day;
• Images may be illustrative unless stated otherwise;
• The final food provided may vary from previous listings or examples;
• Vendors remain responsible for ensuring that food is safe and fit for consumption at the time of pickup.

5 Eligibility and Age Requirement

You must be at least 18 years old to create an account, place an order, make a payment, or otherwise use SustaBite as a customer.

By using SustaBite, you confirm that you are at least 18 years old and legally capable of entering into a binding agreement.

6 Your Account

You are responsible for maintaining the confidentiality of your login details and for all activity under your account.

You agree to provide accurate and current information when creating and using your account.

You must not:

• Create multiple accounts to misuse promotions or bypass restrictions;
• Use another person's account without permission;
• Provide false identity, contact, or payment information;
• Use SustaBite for fraudulent, unlawful, harmful, or abusive purposes.

If you believe your account has been accessed without permission, contact us immediately at support@sustabite.com.

7 Placing Orders

When you place an order through SustaBite, you are purchasing food from the relevant vendor, not from SustaBite.

Your order is confirmed only when payment or checkout is successfully completed through the platform.

You are responsible for reviewing the listing details before ordering, including:

• Vendor name and location;
• Food description;
• Pickup window;
• Price;
• Any available allergen, dietary, or item information;
• Any special instructions.

8 Pickup Only

SustaBite is currently pickup-only. You must collect your order from the vendor's stated location during the stated pickup window.

At pickup, you may be required to show your order confirmation, QR code, order number, or other verification method. The vendor may refuse to hand over an order if successful verification is not completed.

SustaBite is not responsible if you arrive outside the pickup window, visit the wrong location, fail to bring verification, or otherwise fail to collect your order.

9 No-Shows

If you do not collect your order during the stated pickup window, your order may be marked as a no-show.

No-shows are generally non-refundable because the vendor has reserved and prepared the surplus food for you.

Repeated no-shows may result in account restrictions, suspension, or removal from SustaBite.

10 Cancellations and Refunds

Customer cancellations are generally not allowed after an order is confirmed.

SustaBite may consider refunds in exceptional circumstances, including:

• The vendor cancels the order;
• The vendor is closed or unavailable during the pickup window;
• The vendor cannot provide the food ordered;
• There is credible evidence of a serious food safety issue;
• SustaBite determines that a refund is appropriate in the circumstances.

To request a refund, contact support@sustabite.com as soon as possible and provide:

• Your order ID;
• Vendor name;
• Date and time of pickup;
• Description of the issue;
• Photos or other evidence, if relevant.

Refund decisions are made by SustaBite at its discretion after reviewing the available information. Approved refunds will be processed through the original payment method or another method determined by SustaBite and its payment provider.

Refund timelines may depend on banks, payment processors, and other third parties.

11 Food Safety, Quality, and Allergens

Vendors are solely responsible for the safety, quality, hygiene, freshness, ingredients, allergen information, packaging, labelling, and legal compliance of the food they list and provide.

SustaBite does not independently verify every food item, ingredient, allergen statement, preparation method, storage practice, or hygiene condition.

If you have a food allergy, intolerance, medical dietary restriction, religious dietary requirement, or other food-related concern, you must contact the vendor directly before placing an order.

To the fullest extent permitted by law, SustaBite is not liable for any illness, injury, allergic reaction, contamination, adverse health outcome, or other harm arising from food sold or provided by a vendor.

12 Payments

All prices are shown in Pakistani Rupees unless stated otherwise.

SustaBite may support payment methods shown at checkout, which may include online payment methods, third-party payment processors, or other approved payment options.

SustaBite does not store raw card details. Payment processing is handled by third-party payment service providers.

You agree not to initiate false, abusive, or bad-faith payment disputes or chargebacks for orders that were properly fulfilled.

SustaBite does not currently offer an in-app wallet.

13 Promotions and Discounts

SustaBite may offer promotional codes, discounts, referral rewards, or other offers from time to time.

Promotions may be subject to conditions such as expiry dates, minimum order value, eligible vendors, usage limits, and account restrictions.

Promotions have no cash value, are non-transferable, and may be modified, suspended, or withdrawn at any time.

Misuse of promotions, including creating multiple accounts or placing fraudulent orders, may result in account suspension or cancellation of benefits.

14 Ratings, Reviews, and Feedback

After pickup, you may be able to rate or review your experience.

Your ratings and reviews must be truthful, fair, and based on your genuine experience.

You must not submit content that is false, abusive, defamatory, discriminatory, unlawful, misleading, or intended to manipulate ratings.

By submitting a rating, review, comment, photo, or other content, you grant SustaBite a non-exclusive, royalty-free licence to use, display, reproduce, and publish that content on the platform and in related marketing, subject to our Privacy Policy.

SustaBite may remove or moderate content that violates these Terms or platform standards.

15 Prohibited Conduct

You must not use SustaBite to:

• Break any applicable law or regulation;
• Commit fraud or deception;
• Harass, threaten, abuse, or harm any vendor, user, or SustaBite representative;
• Submit false complaints, ratings, or refund claims;
• Interfere with platform security or functionality;
• Reverse engineer, scrape, copy, or misuse platform data;
• Use the platform for commercial resale unless authorised;
• Circumvent SustaBite's fees, payment systems, verification systems, or order flow.

16 Platform Availability

SustaBite may update, suspend, interrupt, restrict, or discontinue any part of the platform at any time.

We aim to provide a reliable service but do not guarantee that the platform will always be available, error-free, secure, or uninterrupted.

17 Account Suspension or Termination

SustaBite may suspend, restrict, or terminate your account if we believe that you have:

• Violated these Terms;
• Misused promotions;
• Submitted fraudulent refund claims;
• Abused vendors, customers, or SustaBite staff;
• Repeatedly failed to collect orders;
• Created safety, security, legal, or reputational risk;
• Used SustaBite unlawfully or dishonestly.

You may contact support@sustabite.com if you believe your account was suspended in error.

18 Intellectual Property

All SustaBite names, logos, designs, software, content, platform features, and branding belong to SustaBite or its licensors.

You may not copy, reproduce, modify, distribute, sell, or misuse SustaBite intellectual property without written permission.

19 Limitation of Liability

To the fullest extent permitted by applicable law, SustaBite is not liable for:

• Food quality, safety, allergens, illness, injury, or death arising from vendor food;
• Vendor acts, omissions, delays, closures, misdescriptions, or failure to fulfil orders;
• Indirect, incidental, special, punitive, or consequential losses;
• Loss of data, profit, goodwill, opportunity, or business;
• Platform downtime, errors, bugs, or interruptions;
• Actions of payment processors or other third-party service providers.

To the fullest extent permitted by law, SustaBite's total liability for any claim relating to an order will not exceed the amount you paid for the specific order giving rise to the claim.

20 Indemnity

You agree to indemnify and hold SustaBite harmless from claims, losses, liabilities, damages, costs, and expenses arising from your misuse of the platform, breach of these Terms, violation of law, fraudulent conduct, or infringement of third-party rights.

21 Governing Law and Disputes

These Terms are governed by the laws of the Islamic Republic of Pakistan.

The courts of Lahore, Pakistan shall have jurisdiction over disputes relating to these Terms, unless applicable law requires otherwise.

Before starting formal legal proceedings, you agree to contact support@sustabite.com and allow SustaBite a reasonable opportunity to resolve the issue in good faith.

22 Changes to These Terms

SustaBite may update these Terms from time to time.

If changes are material, we may notify you through the app, website, email, or other reasonable means.

Continued use of SustaBite after updated Terms are published means you accept the updated Terms.

23 Contact

SustaBite
494-R1, Johar Town, Lahore, Pakistan
Email: support@sustabite.com
Phone / WhatsApp: 0320-4050826