Terms & Conditions

Mystery Bag is a platform connecting consumers with restaurants, bakeries, and markets to purchase surplus food at discounted prices, reducing food waste.

The service is operated by Mystery Bag (referred to as "we," "us," or "our").

Platform:

Refers to the Mystery Bag website, mobile application, and related services.

Users:

Individuals accessing or using the platform to purchase or list surplus food.

Partner Stores:

Businesses offering surplus food for purchase via the platform.

Mystery Bags:

Packages containing surplus food offered at discounted prices without detailed content disclosure.

3.1. Eligibility:

• Users must be at least 18 years old to access the platform.
• By using the platform, you confirm that the information you provide is accurate, complete, and up-to-date.

3.2. Account Registration:

• Users are responsible for maintaining the confidentiality of their account credentials.
• Any unauthorized use of your account must be reported immediately to Mystery Bag.

3.3. Prohibited Activities:

• Misuse of the platform, including fraudulent activities or unlawful conduct, is strictly prohibited.
• Reselling purchased Mystery Bags is not permitted without explicit prior authorization from Mystery Bag.
• Creating multiple accounts to circumvent platform limitations is prohibited.
• Attempting to manipulate pricing, availability, or reviews is strictly forbidden.

4.1. Ordering:

• Orders are placed via the platform and are subject to availability at the selected Partner Store.
• Payment is made at the time of placing an order and is non-refundable, except as specified in our cancellation policy.
• All prices are final and include applicable taxes.

4.2. Content Disclosure:

• Mystery Bags contain surplus food, and the exact contents may not be disclosed beforehand.
• Dietary preferences or restrictions, including allergens, cannot be guaranteed.
• Users with severe allergies should exercise extreme caution and consult with Partner Stores directly.

4.3. Collection:

• Users must collect their Mystery Bag within the specified time window set by the Partner Store.
• Failure to collect within this window may result in forfeiture of the order without a refund.
• Valid identification may be required for collection.

5.1. User-Initiated Cancellations:

• Users may cancel orders up to 2 hours before the collection time for a full refund.
• Refunds will not be issued for cancellations made after this window.
• Refunds are processed within 7-14 business days to the original payment method.

5.2. Platform-Initiated Cancellations:

• If an order is canceled by the Partner Store or the platform due to unforeseen circumstances, users will be notified and issued a full refund within 7 business days.
• Mystery Bag reserves the right to cancel orders in cases of suspected fraud or policy violations.

6.1. General Disclaimer:

• Mystery Bag is an intermediary platform and does not control or inspect the quality or safety of food provided by Partner Stores.
• We make no warranties or representations regarding the quality, safety, or suitability of any food items.
• The platform is provided "as is" without any express or implied warranties.

6.2. Limitation of Liability:

• We are not liable for any direct, indirect, incidental, or consequential damages arising from the use of the platform, except as required by Egyptian Civil Law.
• Our total liability shall not exceed the amount paid by the user for the specific transaction in question.
• We are not responsible for any loss of profits, business interruption, or data loss.

6.3. Food Safety Disclaimer:

• The safety and quality of the food are the sole responsibility of Partner Stores.
• Users must inspect their Mystery Bag using their own judgment, including smell, taste, and visual inspection, to determine its suitability for consumption.
• Mystery Bag is not liable for any harm, illness, or adverse effects caused by consuming food obtained through the platform.
• Any claims or disputes regarding food safety or quality must be directed to the respective Partner Store.
• Users consume food at their own risk and should follow proper food safety practices.

6.4. Indemnity:

By using the platform, you agree to indemnify and hold Mystery Bag harmless from any claims, liabilities, damages, or expenses arising from your use of the platform, including but not limited to food-related issues, breach of these terms, or violation of any law.

8.1. Availability and Timing:

• Partner Stores must honor all confirmed orders and maintain accurate availability on the platform.
• Collection time windows must be reasonable and clearly communicated.
• Partner Stores must be present during designated collection times.
• Advance notice of at least 2 hours is required for any cancellations.

8.2. Customer Service:

• Partner Stores must provide professional and courteous service to all customers.
• Staff must be trained on Mystery Bag procedures and policies.
• Customer complaints must be addressed promptly and professionally.
• Partner Stores must cooperate with Mystery Bag's customer service investigations.

8.3. Platform Integration:

• Partner Stores must maintain accurate business information on the platform.
• Regular updates on availability, hours, and special circumstances are required.
• Partner Stores must use the platform's systems correctly and not attempt to circumvent established processes.
• Any technical issues must be reported immediately to Mystery Bag support.

9.1. Warning System:

• First violation: Written warning and mandatory retraining.
• Second violation: Temporary suspension (7-14 days) and additional oversight.
• Third violation: Permanent removal from the platform.

9.2. Immediate Termination Offenses:

• Serving spoiled, contaminated, or unsafe food.
• Fraudulent activities or misrepresentation of products.
• Violation of food safety laws or regulations.
• Harassment or discrimination against customers or Mystery Bag staff.
• Attempting to conduct transactions outside the platform to avoid fees.

9.3. Financial Penalties:

• Partner Stores may be liable for refunds, damages, and administrative costs resulting from violations.
• Repeated violations may result in financial penalties up to EGP 5,000 per incident.
• Legal costs and damages from customer claims may be passed to the Partner Store.

10.1. Full Responsibility:

Partner Stores accept full legal and financial responsibility for all food safety issues, customer health problems, and regulatory violations arising from their Mystery Bags.

10.2. Insurance Requirements:

• Partner Stores must maintain comprehensive general liability insurance with minimum coverage of EGP 500,000.
• Product liability insurance specifically covering food-related incidents is required.
• Insurance certificates must be provided to Mystery Bag annually.
• Mystery Bag must be named as an additional insured party.

10.3. Indemnification:

Partner Stores agree to indemnify, defend, and hold harmless Mystery Bag from any and all claims, damages, losses, costs, and expenses (including reasonable attorney fees) arising from or related to the Partner Store's food, operations, or violations of these terms.

11.1. Termination by Mystery Bag:

• Mystery Bag may terminate partnerships immediately for cause or with 30 days notice without cause.
• Termination for cause includes but is not limited to safety violations, legal issues, or breach of terms.
• No compensation is owed for termination of partnership.

11.2. Post-Termination Obligations:

• Partner Stores must fulfill all outstanding orders at the time of termination.
• All Mystery Bag materials and access credentials must be returned immediately.
• Confidentiality and non-disparagement obligations continue indefinitely.
• Partner Stores remain liable for any issues arising from pre-termination activities.

For questions or concerns regarding these terms, contact us at:

• Email: support@mysterybag.zohodesk.com
• Phone: 01117731493 (Available 9 AM - 6 PM)
• Office: New Cairo, Cairo Governorate, Egypt
• Business Hours: Sunday-Thursday, 9:00 AM - 6:00 PM

These Terms and Conditions are governed by the laws of Egypt. Any disputes arising from the use of the platform will be resolved in accordance with Egyptian arbitration laws or through the courts of Cairo, Egypt.