| Terms and Conditions for Customers


Actualizare: 9.3.2023



Bun venit în aplicația, deținută de S.C. BONAPP.ECO S.R.L, CUI: 44043836, 5 Nicolae Iorga Street, etaj 2, biroul D2, cod poștal 010431, Sector 1, București (“”).

Our mission is to raise awareness of food waste and reduce food waste worldwide by making surplus food available for consumers.

We provide a way for the end user (“Customer”) to communicate his or her reservations for surplus food and other surplus products, including unspecified products in “Surprise Boxes” (“Products”) at food stores, restaurants, supermarkets, bakeries, hotels, gas stations, etc. (“Partner”) displayed on our platform (the “Service”).

These terms and conditions for customers (“Terms”) apply to any reservation and sale of the Products which are carried out via our websites or app (“Platform”).

"Locations" means all the Partner’s stores registered on the Platform where the Customers will pick up their Order(s) (as defined below).

When placing an Order, the Customer accepts these Terms and thus, the Customer is required to review the Terms thoroughly before the Customer places an order on the Platform.’s cookie and privacy policy, are available at all times on the Platform, shall form an integrated part of these Terms and shall be automatically accepted upon acceptance of these Terms.


2.’s concept

The Products are made available for reservation on the Platform, and Customers may reserve the Products by placing an Order (as defined below) on the Platform.

The Products are reserved by the Customer when confirms through a Confirmation Order (as defined below).

Once a Customer reserves a Product and the Location accepts the Confirmation Order, the Customer commits to be present at the Location at the Pick-up time (as defined below) while the Partner commits to offer the Products for sale, as specified herein. Both parties have a right of cancellation as defined below. is solely arranging the sale of Products on the Platform on behalf of a Partner, and there shall be no contractual relationship between and the Customer with regard to the Products or the sale of Products. has no responsibilities in respect of the Products or fulfilment of the agreement between the Store and the Customer. is solely collecting the Purchase Price (as defined below) for the Products on behalf of the Store and is thus merely acting as a payment agent on behalf of the Partner.


3. Acceptance

 When placing an order on the Platform, the Customer confirms:

  • To be legally capable of entering into binding agreements,
  • to be a consumer shopping for personal purposes and
  • to be 18 years old and in the possession of a valid debit, credit card or other payment means available for payment on the Platform.

By accepting these Terms, the Customer accepts to receive all relevant information in Romanian (occasionally available also in English). Furthermore, the Customer accepts that all agreements between the Customer and and any related information necessary for conducting the Services are stored by in accordance with’s privacy policy.

Furthermore, by accepting these Terms, the Customer accepts to receive emails and text messages related to any orders placed by the Customer. This is required by in order to ensure that the Customer receives all essential notifications related to the order. reserves the right to revise and amend the Terms from time to time. The Customer’s order will be subject to the Terms applicable at the time when the Customer placed the order.


4.’s Contact information and customer service


5 Nicolae Iorga Street, 2nd floor, Office nr.D2,

postal code 010431, Sector 1, Bucharest, Romania


5. Product and product information is exclusively arranging the contract between the Customer and the Store and has no responsibilities in respect of the Products or fulfilment of the contract between the Store and the Customer. does not, in any way, manufacture, sell, purchase, store, prepare, produce, process, mark, pack, deliver or handle the Products. has no responsibility for the fulfilment of the contractual obligations towards the Customer regarding the Products, including the manufacturing, sale, purchase, storage, preparation, production, processing, marking, delivery, quality, ingredients, allergens or handling of the Products, and the compliance with applicable legislation, including with respect to the above, unless is explicitly designated as the manufacturer or seller of the Product on the Platform.

The Customer can find information about the Products and a description of the Products on the Platform. This information is only instructive and for the purpose of giving the Customer the best prerequisites for evaluating selected Products before making the reservation. There may be instances where the Platform is not updated and where the actual product range, stocked items etc. is not as stated on the Platform. In such cases, is of no liability. It is the Partners that are responsible for providing information about the Products and to ensure that it is factually accurate and up-to-date. does not undertake any such responsibility and, hence, has no liability for the contents of or availability of information regarding the Products.

Upon Pick-up (as defined below), the Partner shall provide the Customer with information regarding list of ingredients, allergens and other labelling related information regarding the Product.

The Customer may always cancel the Order, if the cancelation is due to ingredients, allergens or other labelling related information regarding the Product.

Any Products purchased via the Platform shall be consumed immediately after Pick-up and/or as instructed by the Product Label or the Store. will not assume any liability for Customers’ adverse reactions from Products for any reasons, including if consumed inconsistently with the labelling or the information set out in these terms or given directly by the Location. is not liable or responsible for any failure to perform or any delay in the performance of any obligations relating to the Products, including with respect to manufacturing, sale, purchase, storage, preparation, production, processing, marking, delivery, quality, ingredients, allergens or handling of the Products.


6. Reservations of products

A list of active Locations can be found in the app. If the Customer has allowed the app to use location services, the app will track the Customer’s location and the list will show stores near the Customer. Once the Customer has selected the Location and Product, the Customer will be given the opportunity to submit his or her order by clicking “buy” or a similar button.

The list is solely established in consideration of a geographical criteria. The Customer has the possibility to filter the results in consideration of the availability of Products to reserve, of the Pick-up hour, of the nature of Products contained in “Surprise Box”, or as otherwise determined by

The referenced Locations are the ones who are active on the Platform.

The supply of Products on the Platform is only an invitation to the Customer to place an order.

A reservation order made by the Customer via the Platform (“Reservation Order”) is considered an offer by the Customer to the Location to purchase a Product.

The Reservation Order shall be accepted by the Location upon Pick-up and, hence, the reservation shall be final and binding upon the Location and Customer upon Pick-up of the Product (as defined below), subject, however, to the limitations in the cancellation rights due to the nature of the Concept, as described in clause 7 below.


7. Reservation confirmation

 Upon receiving the Reservation Order, will begin processing it by sending the reservation to the relevant Location. will notify the Customer, that the Reservation Order has been received (“Reservation Confirmation”) and is being processed. Please note that any confirmation page that the Customer may visit on the Platform merely indicates that the reservation has been received and is being processed and does not mean that the reservation has been accepted by the Location.

The Reservation Confirmation should be saved by the Customer. The Reservation Confirmation will contain information regarding the reservation placed by the Customer.

Please note that the Reservation Confirmation does not mean that the reservation is accepted, but is merely a confirmation of receipt of the Reservation Order.


8. Right of cancellation’s concept is to avoid waste of food and other products and therefore, if the Location has no Products in excess, the Store may cancel the Reservation Order up until two hours before the beginning of the agreed time of Pick-up (as described below). In this case, the Customer will receive a cancellation notification from or the Location via email and/or SMS/and or a notification from the Platform provided that the contact information provided to is correct, and that the Customer has agreed to receiving such notifications.

Since the Products are perishable goods and since’s concept is to avoid waste of food and other products, the Customer can only cancel the Reservation Order up until two hours before the beginning of the agreed time of Pick-up. However, the Customer may cancel the Reservation Order until Pick-up, if the cancelation is due to ingredients, allergens or other labelling related information regarding the Product.

The decision to use the right to cancellation shall be communicated by the Customer via the complaint link on the Platform or by email using If the Customer cancels the Reservation Order outside of the rights set out above, the Customer will not be entitled to refund.


9. Pick-up

 Products reserved on the Platform must be picked-up by the Customer at the stated pick-up address (“Pick-up”). The Pick-up time will normally be in a time period of 10-30 minutes but can be both shorter and longer.

Location description and details about when and where the Products can be picked up will appear on the Platform and is stated in the Reservation Confirmation as well. Be aware that if the Customer arrives too late, the Location may be closed and/or the Product may be unavailable.


Since the Products are perishable goods and since’s concept is to avoid waste of food and other products, the Location is entitled to sell the Product to another customer if the Customer does not Pick-up the Reservation Order within the time period set out in the Reservation Confirmation. In this event, is entitled to charge the Purchase Price (as defined below) from the Customer.

Upon Pick-up, the Customer shall show his or her Reservation Confirmation in the app to the Store’s employees, after which they will “swipe” the receipt and hand out the Products reserved. It is the Customer’s responsibility to ensure that the Reservation Confirmation in the app can be shown at Pick-up. The Customer is required to make sure that the Products and number of Products handed out correspond to the Customer’s reservation.


10. Price

 All prices are indicated in the currency of the country in which the Store is located and is including applicable VAT but may exclude any online payment administration charges, unless otherwise is specified.

Any fees related to the order and payment will be calculated and listed when the Customer places the Reservation Order.

Any value of the Products stated on the Platform is a minimum value had the Products not been sold as surplus food.


11. Payment

 The Customer can pay with several brands of debit and credit cards as well as other payment methods made available on the Platform. If using credit or debit card, the Customer must enter his or her card number, the expiration date and the security code when placing a Reservation Order.

Upon placing a Reservation Order, the amount stipulated by the Store for the Products (“Purchase Price”) is authorized or reserved at the Customer´s account (depending on the chosen payment method) (“Account”).

The Purchase Price is charged at the Customer´s account upon reservation of the Product or at or immediately after Pick-up (depending on the chosen method of payment). If the reservation is cancelled in accordance with these Terms, the Purchase Price is cancelled or refunded to Customer.

The Purchase Price is collected by from the Customer on behalf of the Partner. may amend, modify or restructure the payment procedure for its Customers, as it deems reasonable.

The Platform uses PCI compliant Payment Service Providers. Payment by debit or credit card on the Platform is safe and certified by the card issuer. All payments are made through an encrypted internet connection. does not store any debit or credit card information. Such information is handled by the Payment Service Providers. However, such information may be stored by the Payment Service Providers.

If the Customer’s credit card or payment method is rejected when trying to pay for an order, the Customer should verify that the entered information is correct.

If the Customer has corrected the error and the credit card is still rejected, recommends that the Customer contacts his or her bank.

Due to standard banking procedures, once the Customer has submitted a Reservation Order by use of a credit or debit card and the payment has been authorized, the bank or card issuer will reserve the full amount of the Reservation Order. If the Reservation Order is subsequently rejected by the Store or cancelled for any other reason in accordance with these Terms, the bank or card issuer will not transfer the funds for the order to and will instead refund the Customer by releasing the relevant amount back into the Customer’s available balance. However, this may take up to 10 working days (or longer, depending on the Customer’s bank or card issuer), and does not have authority to make enquiries to a Customer’s bank or card issuer on specific payment issues. The Customer must do so.

By accepting these Terms, the Customer accepts the method of payment set out above and acknowledges and agrees that is not responsible or liable to the Customer in relation to the above.


12. Right of complaint

 In case of a complaint concerning a Product (including the “Surprise Box” and its contents), the Customer shall address the complaint to the Customer Service of before considering any other action. will handle all claims ((including with respect to the “Surprise Box” and its contents) as deems correct and any decision by regarding the Product is entirely up to

In the event that the intervention of is not to the satisfaction of the Customer, these Terms do not limit the means available to the Customer to resolve the dispute it has with the Location under statutory law. The Services are covered by statutory consumer protection legislation and other statutory legislation regarding purchase of goods in Romania and provisions set out herein regarding defects and delays.

All complaints are handled exclusively by and the Customer shall direct complaints against and not the Partner.

The Customer shall verify the content of the Products upon receipt.

In case of a complaint, the Customer shall contact via the complaint link on the Platform or by email using and provide the requested information and information about the Products and why the Customer is unsatisfied. After receiving the complaint, will process the complaint in cooperation with the Store if relevant and the Customer will receive a reply from within 10 business days.

In case the Customer is not satisfied with’s reply, the Customer may submit a complaint to the relevant consumer protection authority in Romania.


13. Customer reviews

 In particular (but without limitation), any reviews that the Customer submits through the Platform may not:

  • contain any defamatory, obscene or offensive material;
  • promote violence or discrimination;
  • infringe the intellectual property rights of another person or legal entity;
  • breach any legal duty owed to a third party (such as a duty of confidence);
  • promote illegal activity or invade another’s privacy;
  • give the impression that they originate from us; or
  • be used to impersonate another person or to misrepresent your affiliation with another person. does not control, modify or edit any reviews posted, except that is entitled to remove or edit at any time any reviews posted, uploaded or transmitted to the Platform in the event that the review breaches one or more of the prohibitions mentioned above or is otherwise deemed fraudulent.

The reviews contained on the Platform are for information purposes only and do not constitute advice from Reviews reflect the opinions of customers who have ordered through the Platform or other third parties, and any statements, advice or opinions provided by such persons are theirs only. Accordingly, to the fullest extent permitted by law, assume no responsibility or liability to any person for any reviews, including without limitation any mistakes, defamation, obscenity, omissions or falsehoods that the Customer may encounter in any such reviews. is entitled to store the reviews.

The Customer will not receive compensation or benefits from making reviews through the Platform.

There may be a delay between the filing of the review and the publishing hereof.


14. Customer behavior

Customers are requested to show respect for the Partner´s guests and employees, as well as´s personnel.

The Customer is informed that in case of inappropriate behaviour towards the Partner, the other customers of the Location or, or if the Customer commits a crime against or in the Location in connection with the Service, or violates the code of conduct rules of the Partner or or any other similar behaviour, may, in particular after complaints made by the Partner, ban, exclude or suspend the Customer from the Platform and the Services. The intervention of does not deprive the Partner of the means and rights at its disposal to obtain possible reparations.


15. Limitation of liability shall not be liable for losses arising out of or in connection with (a) matters for which an Partner bears the responsibility, (b) faults of third parties or through non-attributable interruption of availability of the Platform; (c) orders by Customers made using fraudulently obtained payment data or other contractual data (e.g. the “phishing” of credit card data, identity theft etc.); (d) content of sites to which the Platform links, including the accuracy of the linked sites and the data protection at such site; and (e) similar events as set out under (a) – (b). is not liable or responsible for any failure or non-compliance with respect to its Services if such failure is caused by circumstances outside’s control. Such circumstances may be but is not limited to disruptions in the operation of and/or the Partner as a result of legislation, acts of state or public authorities, acts of war, terrorism, strikes, physical blockades, lockouts and natural disasters. shall only be liable for direct losses and shall in no event be liable for indirect or consequential losses. In all events, except in the event of fraud or wilful misconduct,´s liability is limited to the amount of 500 RON.


16. Intellectual property

 The Customer may use the Platform and print and download extracts from the Platform for his or her personal non-commercial use on the following basis:

  • The Customer must not misuse the Platform (including hacking or “scraping”).
  • Unless otherwise stated, the copyright and other intellectual property rights in the Platform and in material published on it (including without limitation photographs and graphical images) are owned by or’s licensors. These works are protected by copyright laws and treaties around the world and all rights are reserved. For the purposes of these Terms, any use of extracts from the Platform other than in accordance with this clause 16 is prohibited.
  • The Customer may not modify the digital or paper copies of any materials that he or she prints in accordance with this clause 16 and the Customer may not use any pictures, photographs or any other graphics, video or audio sequences separately from any accompanying text.
  • Clientul se asigură că statutul de autor al materialului de pe platformă este întotdeauna recunoscut și menționat.
  • The Customer shall ensure that’s status as the author of the material on the Platform is always acknowledged and referenced.
  • The Customer is not allowed to use any of the materials on the Platform or the Platform itself for commercial purposes without obtaining a license from to do so.

17. Governing law

 These Terms (and any reservation and purchase of Products made hereunder) are subject to the laws of the Romania.

Any dispute arising out of or in connection with these Terms shall – where such dispute cannot be settled amicably – be decided by the courts of Romania.

Indiferent de prezentul document, Clientul poate prezenta întotdeauna o reclamație la autoritatea de protecție a consumatorilor din România3