Vendor Terms of Service

1 Agreement and Authority

If you apply or register on behalf of a company, restaurant, café, bakery, grocery store, hotel, catering business, or other food business, you confirm that you have authority to bind that business to these Vendor Terms.

These Vendor Terms form a legally binding agreement between SustaBite and the vendor business or individual operating the vendor account.

2 SustaBite's Role

SustaBite is a technology marketplace that helps vendors sell surplus food to customers for pickup.

SustaBite may provide listing tools, order management, payment facilitation, customer discovery, vendor dashboards, support tools, and pickup verification.

SustaBite does not:

• Prepare, cook, package, store, inspect, or handle food;
• Own or take possession of food;
• Employ vendor staff;
• Operate vendor premises;
• Guarantee customer demand or revenue;
• Accept liability for vendor food.

The food sale is between you and the customer. SustaBite facilitates the marketplace transaction.

3 Vendor Eligibility

To become and remain a SustaBite vendor, you must:

• Be at least 18 years old if registering as an individual;
• Operate a legitimate food business;
• Have a physical pickup location;
• Hold all licences, permits, registrations, certificates, and approvals required for your food business;
• Comply with applicable Pakistani, provincial, municipal, food safety, hygiene, tax, labour, and consumer protection laws;
• Provide accurate onboarding information;
• Maintain safe and hygienic food preparation, storage, packaging, and handover practices.

SustaBite may request evidence of licences, permits, identity, business registration, tax information, bank information, or other verification documents at any time.

Failure to provide requested documentation may result in rejection, suspension, withholding of payouts, or termination.

4 Vendor Approval

Vendor registration is subject to review and approval by SustaBite.

Approval is not guaranteed. SustaBite may approve, reject, suspend, or remove vendors at its discretion, including where there are concerns about safety, compliance, customer experience, fraud, brand fit, operational reliability, or platform integrity.

5 Vendor Information

You agree to provide and maintain accurate information, including:

• Business name;
• Business description;
• Food categories;
• Contact details;
• Pickup address;
• GPS location, if required;
• Operating hours;
• Pickup schedules;
• Business logo and images;
• Bank or payout details;
• Licence, registration, tax, or verification documents where requested;
• Food listing details.

You must promptly update SustaBite if your information changes.

6 Food Safety and Legal Compliance

You are solely responsible for all food listed, sold, prepared, packaged, stored, labelled, and handed over through SustaBite.

You must ensure that all food:

• Is safe and fit for human consumption at pickup;
• Is prepared, stored, packaged, and handled hygienically;
• Complies with applicable food safety laws and standards;
• Is not expired, spoiled, contaminated, unsafe, or misleadingly described;
• Is labelled or described with reasonable allergen and dietary information where known;
• Is handed over within the stated pickup window;
• Represents genuine surplus or discounted food offered in good faith.

You must never list food that is expired, unsafe, contaminated, spoiled, unlawfully prepared, or unfit for consumption.

A credible food safety complaint may result in immediate suspension while SustaBite reviews the matter.

7 Allergens and Dietary Information

You must provide accurate allergen and dietary information where known or reasonably available.

You must not claim that food is allergen-free, halal, vegetarian, vegan, gluten-free, dairy-free, nut-free, or suitable for any dietary requirement unless you can support that claim.

If exact ingredients vary, you must clearly state that ingredients may vary and that customers should contact you before ordering if they have allergies or dietary restrictions.

8 Listing Surplus Food

When creating a listing, you represent and warrant that:

• The description is truthful and not misleading;
• The price is accurate;
• The pickup window is accurate;
• The quantity listed reflects food you reasonably expect to fulfil;
• The food is lawful and safe to sell;
• Any image used is accurate or clearly illustrative;
• The listing reflects genuine surplus or discounted food.

SustaBite is not a surprise-bag-only platform. If a listing contains specific items, those items should be provided unless unavailable due to genuine surplus variation. If exact items may vary, you must say so clearly in the listing.

9 Listing Limits and Pickup Windows

Unless SustaBite agrees otherwise:

• You may have one active surplus listing per day;
• Pickup windows must be at least 40 minutes long;
• Pickup windows must start at least one hour after the listing is created;
• You must be available throughout the entire pickup window.

SustaBite may change listing rules, limits, pricing structures, pickup requirements, or operational policies with notice through the app, dashboard, email, or onboarding materials.

10 Pricing

SustaBite may administer pricing tiers, platform fees, discounts, or suggested pricing structures.

Where SustaBite sets or approves pricing, you must not alter, misrepresent, or bypass that pricing outside the platform.

Where vendors are allowed to request pricing changes, SustaBite may approve or reject those requests at its discretion.

You must not inflate original prices, exaggerate discounts, misstate value, or mislead customers about savings.

11 Order Fulfilment

You agree to:

• Prepare orders consistent with the listing description and platform rules;
• Be present and operational during the pickup window;
• Verify the customer's QR code, order code, or approved verification method before handover;
• Not hand over orders without successful verification;
• Treat customers respectfully;
• Report operational issues to SustaBite promptly;
• Cooperate with support, complaint, and refund investigations.

Failure to fulfil confirmed orders may result in refunds, payout deductions, suspension, or removal.

12 Vendor Cancellations and Shortages

You must not cancel confirmed orders directly unless SustaBite provides a cancellation tool or written permission.

If you cannot fulfil an order because of a genuine emergency, stock shortage, closure, safety concern, or operational issue, contact SustaBite immediately at support@sustabite.com.

If SustaBite cancels affected orders, customers may receive refunds and you may be responsible for related deductions.

Repeated cancellations, preventable shortages, or absence during pickup windows may result in suspension or termination.

13 Platform Fees and Payouts

SustaBite charges vendors platform fees for use of the marketplace. Fees may be percentage-based, fixed, tiered, promotional, or otherwise communicated during onboarding, through the vendor dashboard, or by written notice.

Unless otherwise agreed, vendor earnings are settled weekly by bank transfer to the payout account provided by the vendor, after deduction of platform fees, refunds, adjustments, chargebacks, penalties, and any other amounts owed to SustaBite.

SustaBite may withhold, delay, offset, or adjust payouts where there is:

• A refund request;
• Food safety complaint;
• Customer dispute;
• Suspected fraud;
• Chargeback;
• Incorrect bank information;
• Breach of these Vendor Terms;
• Legal or regulatory concern.

Minimum payout thresholds may apply.

14 Refund Deductions

If a customer receives a refund because of your cancellation, absence, failure to fulfil, misdescription, food safety issue, or other vendor-related issue, SustaBite may deduct the refunded amount and related costs from your payouts.

SustaBite may also deduct goodwill refunds related to legitimate vendor issues at its discretion.

15 Taxes

You are solely responsible for all taxes, duties, levies, filings, invoices, records, and reporting obligations related to your sales, income, business, employees, and operations.

SustaBite does not provide tax advice and is not responsible for calculating, collecting, or remitting your taxes unless required by law or expressly agreed in writing.

16 Customer Complaints

You must respond promptly and professionally to customer complaints relating to your food, pickup experience, staff behaviour, allergen information, safety, quality, or order fulfilment.

You must cooperate with SustaBite investigations and provide information, photos, receipts, CCTV references, staff statements, or other evidence where reasonably requested.

SustaBite may take action based on complaint history, severity, customer evidence, vendor response, and platform safety considerations.

17 Vendor Content

You are responsible for all content you upload or provide, including logos, photos, descriptions, menus, food information, business information, and promotional material.

You confirm that you own or have permission to use all vendor content you provide.

By providing vendor content, you grant SustaBite a non-exclusive, royalty-free, worldwide licence to use, display, reproduce, adapt, and promote that content on the platform and in SustaBite marketing while you remain a vendor and for a reasonable period afterward for archival, promotional, or legal purposes.

18 SustaBite Intellectual Property

SustaBite's name, logo, branding, website, app, vendor dashboard, software, designs, systems, data structure, and materials belong to SustaBite or its licensors.

You may not use SustaBite branding in your advertising, social media, signage, packaging, or external communications without prior written permission, except as expressly allowed by SustaBite.

19 Prohibited Vendor Conduct

You must not:

• List unsafe, expired, spoiled, contaminated, unlawful, or unfit food;
• Misrepresent food, price, quantity, availability, ingredients, or allergens;
• Inflate prices to exaggerate discounts;
• Refuse service unlawfully or discriminatorily;
• Abuse, threaten, harass, or mistreat customers or SustaBite staff;
• Solicit fake ratings or reviews;
• Create fake orders;
• Collect payment from SustaBite customers outside the platform for platform orders;
• Divert SustaBite customers away from the platform for surplus food transactions;
• Circumvent SustaBite fees or systems;
• Share customer data outside the purpose of fulfilling orders;
• Use customer contact details for marketing without proper consent;
• Interfere with the platform or misuse SustaBite data.

20 Exclusivity for Surplus Food

During your participation on SustaBite, you agree not to list or sell the same surplus food inventory through a competing surplus-food marketplace operating in Pakistan, unless SustaBite gives written permission.

This clause does not prevent you from selling your regular full-price products through your own premises, website, social media, delivery apps, or other normal business channels.

21 Non-Solicitation and Customer Diversion

During your participation on SustaBite and for 12 months after termination, you must not use SustaBite customer data, order information, or platform interactions to solicit, divert, or encourage SustaBite customers to purchase surplus food outside the SustaBite platform.

This does not restrict ordinary walk-in sales, normal full-price sales, or customers who independently visit your business without misuse of SustaBite information.

22 Confidentiality

You must keep confidential all non-public SustaBite information, including:

• Customer data;
• Pricing structures;
• Commission rates;
• Platform operations;
• Vendor dashboard information;
• Business strategy;
• Technical information;
• Policies not publicly disclosed.

You must not disclose confidential information to third parties without SustaBite's written consent.

This obligation continues for two years after termination, or longer where required by law or where the information remains a trade secret.

23 Data Protection and Customer Information

You may use customer information only to fulfil the specific SustaBite order.

You must not:

• Store customer data longer than necessary;
• Add customers to marketing lists without consent;
• Contact customers outside the order context;
• Share customer data with third parties;
• Use customer data to bypass SustaBite;
• Publicly disclose customer information.

You must promptly notify SustaBite if customer information is lost, misused, accessed without authorisation, or disclosed improperly.

24 Indemnification

You agree to indemnify, defend, and hold harmless SustaBite, its officers, directors, employees, contractors, and agents from and against any claims, losses, liabilities, damages, fines, penalties, costs, and expenses, including legal fees, arising from or related to:

• Food you list, prepare, package, store, sell, or provide;
• Food safety, allergen, contamination, illness, injury, or death claims;
• Your breach of these Vendor Terms;
• Your violation of law or regulation;
• Your failure to hold required licences, permits, or approvals;
• Your tax obligations;
• Your staff, contractors, premises, or operations;
• Misleading listings or representations;
• Failure to fulfil orders;
• Misuse of customer data;
• Infringement of intellectual property or third-party rights.

This indemnity survives termination.

25 Suspension and Removal

SustaBite may suspend, restrict, or remove your vendor account immediately where necessary to protect customers, the platform, or SustaBite.

Reasons may include:

• Food safety complaints;
• Allergen misinformation;
• Repeated cancellations;
• Repeated absence during pickup windows;
• Low ratings or poor customer experience;
• Fraud or suspicious activity;
• Unlawful conduct;
• Misuse of customer data;
• Failure to provide licences or verification;
• Breach of these Vendor Terms.

Where appropriate, SustaBite may give you an opportunity to respond. In urgent cases, SustaBite may act first and review later.

26 Appeals

If your vendor account is suspended or removed, you may contact support@sustabite.com with your business name, account details, explanation, and supporting evidence.

SustaBite will review appeals in good faith. SustaBite's decision after review is final.

27 Termination

Either party may terminate the vendor relationship by giving 14 days' written notice by email, unless immediate termination is justified due to safety, fraud, legal risk, material breach, or platform abuse.

Upon termination:

• Your access to vendor tools may be removed;
• Your active listings may be unpublished;
• Outstanding payouts may be settled after deductions, disputes, refunds, investigations, and legal requirements;
• Confidentiality, non-solicitation, indemnity, data protection, payment, tax, and liability clauses continue where applicable.

28 Limitation of SustaBite's Liability to Vendors

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

• Lost revenue, profit, goodwill, or business opportunity;
• Platform downtime, bugs, interruptions, or changes;
• Customer no-shows, complaints, ratings, or disputes;
• Suspension, removal, or rejection where done in good faith;
• Indirect, incidental, special, punitive, or consequential losses.

SustaBite's total liability to a vendor for all claims shall not exceed the platform fees paid by that vendor to SustaBite in the three months before the event giving rise to the claim.

29 Changes to Vendor Terms

SustaBite may update these Vendor Terms from time to time.

Material changes may be communicated by email, app, dashboard, or other reasonable means.

Continued use of SustaBite after the effective date of updated Vendor Terms means you accept them.

30 Governing Law and Disputes

These Vendor 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 Vendor Terms, unless applicable law requires otherwise.

Before starting formal legal proceedings, both parties agree to attempt good-faith informal resolution by contacting support@sustabite.com.

31 Vendor Contact

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